Alliance Van Lines inc.

I first contacted Alliance Van Lines at the beginning of May 2019 to book my move from Manitoba to Ontario. Initial quote (for min 1000lbs) listed a fixed $450 charge for the 1st 500lbs, “Chargeable Weight” fee $275 ($0.55/pound for 500lbs), "Scale Fee" $50 and "Destination Fee" of $75. Total (pre-tax) = $850.

I asked detailed questions when I initially spoke with Nelly (General Manager) over the phone. I specifically asked how charges were calculated. It was explained that if my shipment was over on quoted weight I would pay extra/pound, which makes sense. However, I WAS LED TO BELIEVE THAT CHARGES WERE BASED ON ACTUAL WEIGHT. THIS IS NOT THE CASE. I specifically asked about extra fees and was NOT told that they add extra weight onto true weight of items to “account for space and movers”. There also turned out to be many other extra charges, for example paying with credit card or having more than 5 steps leading to your door.

Once I submitted an inventory list (beginning of May), my quote changed to 3665lbs for a total of $2315.75. Upon receiving this quote, I expressed concern with it being hugely overestimated and provided weights for as many items as I could. I was given an updated quote only slightly lower. I estimated I had between 1500lbs and 2000lbs. I even went as far as bringing home an industrial scale. After weighing approximately 90% of my items, my total weight came to 1081.65lbs. I had to request an inventory list several times before the weights allotted per item were finally given to me. They added weight to each item, for example, my shelving units from IKEA totalled 107lbs and were listed as 200lbs. The reason given for this was “When we move any shipment, we need to make sure that we accommodate the appropriate amount of space, labour, time and materials to perform the move properly.” When I initially called (and before they had my $200 deposit), it was NOT explained that they arbitrarily add more weight per item and that cost is NOT based on true weight. Quoted rates become the MINIMUM you pay. No scale ticket provided if it is under the quote, which very convenient for Alliance Van Lines so that the customer does not see how much they have been over charged.

Initially my customer service experience was pleasant and positive. Once they had my $200 deposit, it changed to rude, condescending and unprofessional. When I was phoning to request a detailed list of how they calculated my quoted weight, the tone was one of annoyance and the person kept talking over me and repeating “read your contract”. At one point I had called and someone answered the phone by saying “Alliance Van Lines”, followed by about 15 seconds of unexplained laughter. I requested to speak to someone above a GM and was told that there is nobody above a GM, that I could only speak to another GM. When I asked to speak to whoever hires the GMs/ does their performance reviews, I was told this would be the owners. I requested their contact information and was given a flat-out “no”.

Overall, I find this company deceitful and customer service is horrendous. To make things more transparent to clients, they need to make it clear that prices are not based on ACTUAL weight of items. PRICES ARE SUBJECTIVE AND BASED ON WHATEVER WEIGHT AMOUNT THE GM WOULD LIKE TO APPLY TO EACH ITEM BEING MOVED. In the end, I chose to move with a Ubox through UHaul. At least here I had the peace of mind knowing that my items were only being handled by ME. I have read multiple reviews of Alliance Van Lines damaging/ dirtying property or losing items altogether.

One of the worst experiences I have had in my life. Moving is stressful enough, Alliance Van Lines makes it a true nightmare.

Move size: Partial Move Service cost: $2300

Moved from BC to Ontario.

Our dealings were with Nelly (apparently the GM, but can't quite wrap my head around how they let her run the show). She was extremely accommodating and kind until we shipped our items. We expressed repeatedly that we needed the delivery on a specific Monday. Over the phone she continuously expressed that we would sort out the delivery of stuff closer to the date, leading us to believe that we'd arrange a time a few days before. Once we had already left BC and were driving across the country, we were told by another representative that they only delivered to my area on Thursdays & Fridays. At NO point did Nelly share this information with us. If she had, we would've booked with another company or adjusted our travel dates to line up with the delivery. I whole heartedly believe that she did this on purpose to secure our business. We were also travelling across the country with limited access to email at certain stops, and when we requested a phone call to discuss the matter she refused and continuously emailed knowing that we may not receive the information until days later.

Once we finally received the delivery, they lost a book shelf. They require a $425 deposit to make a claim on lost items, as well pictures. The book shelf wasn't worth that much money and we were told by one representative on the phone that "the company likes to work with clients, so let us try and find it first and we'll go from there". We were told Nelly would follow up with us, again she lacked the backbone to make a phone call (we never made verbal contact with her again after my stuff was delivered, probably so she could have email records of her now saying things that were never expressed over the phone). They never provided us with a claims form and Nelly didn't even make it sound like they tried to find my lost furniture. She never provided any follow-up.

I'm writing this review in hopes of saving at least one person from the stress it caused me to use this company (And frankly, to cost them as much as they cost me) Nelly provided the WORST customer service I've experienced in a long time.

Move size: Partial Move Service cost: $1100

Upon booking our move through Nelly we were informed that 30-day storage was available and included in the price. Nelly did not inform us about the type of storage being used so we assumed that our possessions would be stored in a pod until delivery 2 weeks later. We only learned from the movers that our belongings had been kept in a warehouse and that is was handled 4 times, namely: upon pick up, unloaded for storage, reloaded and unloaded for delivery. We believe that the goods were being thrown about instead of carried; otherwise the amount of damage would not have been possible, given that all items were very carefully packed with appropriate packing materials.
The damage included several furniture items that were scratched and gouged; a damaged sofa bed; a filing cabinet was so badly bent that it could not be opened; cracked lampshades; several boxes of broken dishes, glassware and art work; boxes that were missing - and we also received some items that are not ours. Obviously, Alliance warehousing plan is not working and there must be other unsatisfied customers.

We were charged $4,012.91 for this local move. Nelly did not provide a formal invoice in spite of our request for one. Failure to do so is a suspicious business practice, given that it may allow the company to avoid declaring income for tax purposes. Additionally, we were provided no proof that the weight on which the charges were based is the correct. We believe that the amount charged was excessive considering that, due to downsizing, we had only a few pieces of furniture and no appliances were included in the move.

In addition to the exorbitant price for incompetent service, we had to deal with movers who extorted from us another $120.00 in cash - supposedly payment for 'walking' from the truck to the condo. The 'spokesperson' of the trio threatened us with having to pay $300.00 if we chose to make the 'walking' payment directly to the company. In other words, these crooks extorted some easy cash form two senior citizens.

We have submitted our claim plus photos to Nelly to forward to the company 'Claims Adjuster'. We have not heard from the claims adjuster - and wonder if one exists given that Nelly seems to be the only individual representing the company.

Based on our dismal moving experience, we cannot recommend this moving company to anyone.
L. Jones, Ottawa.

Move size: 3 Bedroom Home Service cost: $4012

We were initially quoted at about $4500-$5000 for the move, which kept changing.

Though our items arrived in NB within a timely manner, when it came to unloading our items, the moves were brusque, somewhat rude and would talk over you when you tried to explain where you wanted your items.

It was very expensive for us, at over $7500, and we found that they wanted to charge us extra fees for moving our items from the loading dock to our storage locker because it was over 100 steps: an extra charge of about $200-300. My wife and I ended up moving our items ourselves into storage.

Upon unpacking, we found many of our items broken beyond repair, including family heirlooms, and art object collected on travels, despite these same items being packed well in storage in London for over 2 years without being broken. Our Christmas tree was also lost in the move.
When we called to complain, with pictures of said items provided, no compensation was provided or offered.

A very expensive move, considering what we lost and what was broken AND all the seemingly constant, changing costs.

Move size: 2 Bedroom Home Service cost: $7600

We hired Alliance Van lines out of Ottawa Ontario to move us across country.

Having moved 4 times in the last 20 years we were quite adept at packing and moving a household, and thought we were well prepared for this move. Early alarm bells went off however when they showed up to pack the moving truck. There was quite a bit of damage done to our home as they carelessly bashed furniture off of walls, door frames and trim-work, all of which required repair and or replacement.

When the moving van showed up to our new home it was a much smaller truck than what they used to pack the house, and as a result they must have used considerable force to squeeze everything in. It’s not clear if this was the cause of some or most of the damage done to our property, but in the end we incurred close to $20,000 dollars in damages, some of which was tragically irreplaceable family heirlooms. There was so much force, disregard and disrespect used during transport that they even crushed in the top of my stainless steel gas barbeque. Many of the moving boxes were crushed or folded in so badly that carefully packed and even double packed items (boxes inside of boxes) were crushed, broken and shattered.

We were completely mortified at the degree and volume of damage that was done to our property, like nothing I’ve ever experienced or heard of before.

These people ought to be ashamed to call themselves professional movers.

Move size: 4+ Bedroom Home Service cost: $9960

If you want predictability and peace of mind with your moving needs, please DO NOT USE this business. 80% of my items of my cross country move were either smashed or materially damaged. I used to be a mover and am really sad about how my items were treated. One item was an antique teak credenza that was put on it end on the bed of the truck with not blanket or cardboard protecting it which resulted is in the item being scratched up the door and drawer braking and the frame falling apart. This item was the reason for the shipment and it great shape beforehand.

In addition to the careless handing of my items, they also quoted me the shipping cost and then when the COD delivery came, it was 50% more at my door step. The also charged me for services that were not provided: long stair carry when I have 4 stairs at the receiving location.

Their claims department continues to not take responsibility or even acknowledge any mistake made. Please do not use this business, there are many other company that will treat your items with care for a reasonable price.

Move size: Partial Move Service cost: $1700

This was my response to the final phase of my ridiculous experience with this company. I kept my composure the whole time in the hopes I would leave a happier customer. Most of my move was damaged, totally around $800 for new things - that I no longer have.

All good.

This is absolutely appalling and shocking lol. I'm just grateful I don't run a business with customer service being the last priority on my list, or work for anyone that has absolutely no cooth or conscience. Blessed.

Clearly this company is so hard up that you have to offer ridiculous settlements for damaging most of my belongings and are incapable of doing the right thing. At the end of the day, I understand this is how you've been trained and are just doing your "job".

No insurance was once offered to me.

And I even asked when I spoke on the phone with the agent, and there was no follow up. I see how things operate. And that's fine. I'm not the one ripping people off, so I'm good.

I hope that your leadership team recognizes the unethical, disgusting circus they're running and hopefully has something plotted on the road map to be better in general to the humans investing their money and trust in you. And that their belongings will be delivered the way they were shipped. And if they're not, a better and clearer understanding from the beginning with the risks of using your services, and that being a priority conversation to be had. Or the fact that mainly you will do nothing when it comes to giving a good experience and will take no responsibility. Or that your saved replies and macros are how you "support" your "valued" clients.

My experience from the beginning of this has been awful. Very poor customer support with passive aggressive statements and treatment when someone was actually typing a response themselves - and not leaving it to the generic copy and paste scripts used. I chose to just leave it alone in the hopes that Alliance would come to a reasonable resolution considering half of my life was damaged in Alliance's hands. 

I think my expectations were too high, and shame on me for thinking this would be rectified.

In my last stitch effort for your establishment to turn my experience around, I am left feeling embarrassed that I trusted in you to have the same level of care in my life as I do. And that you're offering and opinion of my personal belongings I worked so hard for, and my worthiness as a human/customer is a measly $45 dollars.

Just a garbage experience from the beginning. Way to go Alliance!

Maybe mine and other customers situations alike can be shared for feedback to your leadership and management team to induce change for any of the poor souls that will come to you and offer you their business in the future.

You guys keep the $45. Seems you need it more than I do. 

Best,

Nadia

Move size: 1 Bedroom Home Service cost: $1800

I quote before others movers. some more expensive and some more cheap. But I took my deal wit Alliance. I talked with Nelly Dales. to arrange my Moving costs and she explained me some cost may vary in the travel of my move, but not too much. the key I think is to do a good pack in boxes no send loose stuff. I got my stuff in Kamsack SK in the time the company said. and I did not have any bad experiences, and at the end I felt very happy to hire Alliance Van Lines they were very good. I got nervous the day the company had to pick up my stuff. they came a little late but. this people work very hard, my stuff was a 1 bedroom apt. I had to understand they were coming from Toronto. loading and unloading moving stuff in the route to London. finally they pick up my stuff and the day of the delivery was the same they come from Regina delivering and picking moving stuff. the I think I did choose the right Company they are hard working and very polite people. and my word are to say is thanks a lot.

Move size: 1 Bedroom Home Service cost: $1540

There is a 5 minute scene at the beginning of Ace Ventura: Pet Detective, where Jim Carrey does as much intentional damage to a package he's delivering under the guise of recovering a stolen dog.

I have to wonder if the apes hired to move our belongings were channeling this movie as they trucked our things across the mountains. We made the mistake of packing our things ourselves, meaning they weren't responsible for damages. What joy they must have taken hearing things shatter as they lobbed boxes labeled 'fragile' into the back of their truck.

Ours was a small move. The initial quote seemed reasonable. The final price was well over twice their initial assessment. And that was after reducing it by two hundred dollars when questioned storage fees that they insisted would be covered in the initial contract.

As we unpack our belongings in our new home, what was eager anticipation of starting a new life has turned into a drawn out horror movie as we unwrap the literal shattered remains of what were once important memories.

Congratulations, Alliance Van Lines, you have utterly redefined poor customer service. The bar for disappointment has been set to an unbelievably new low.

Move size: Partial Move Service cost: $1534

We chose Alliance for our move, because the Nelly was prompt to respond to our request for a quote and was extremely helpful with managing expectations. We ended up moving more items than we put on the list for the quote, but the end cost was still reasonable. A few items arrived with small dings but that was because we didn't wrap them property on our end. Overall, we were very satisfied with the service from the office and pleased with the attitude and efficiency of the movers at both ends.

Move size: 1 Bedroom Home Service cost: $1696

We moved from Vancouver to Ottawa and we chose Alliance because they were responsive and clear on how they operated and what fee would be included. We gave a list we were off by a little bit but they were still reasonable with the pricing and it got here quicker than they told us. A few little dings here and there but that’s expected. All in all the movers and the office staff were very helpful and patience because I was border line crazy. Highly suggest booking with these guys

Move size: 3 Bedroom Home Service cost: $3470

0 Stars if I could

I have moved many times. This company was the worst service I have ever experienced. The movers DELIBERATELY damaged our property and possessions causing thousands of dollars of damage. When confronted, they said "just claim it". We had our belongings stored for a few weeks between homes and our things came back to us with some stuff missing, most of our things that were plastic were melted/warped, box corners and cords chewed. When it came to unloading, the movers held our stuff ransom and demanded an extra $300 CASH ONLY for a "long distance carry" because they didn't want to back into our more than double wide driveway (the door to the road is 46 feet). The ongoing claim process was a nightmare where they change their stories and they do not stand behind their word. In the end, we got $0 back despite our claim, had to pay $300 cash and were charged about double what we were quoted.

Move size: 3 Bedroom Home Service cost: $8289

We hired Alliance Van Lines for a move from Richmond Hill to Thunder Bay. I can't say enough good things about the movers at both our origin location and final location. These guys were so quick to organize and do exactly what was required to make both pick up and drop off a smooth process (even with the big and heavy items we had in tight fitting spaces). Very professional and courteous guys too. Nelly in front office was quick to respond to all of my questions and concerns and we truly couldn't be happier with the move.

Move size: 3 Bedroom Home Service cost: $8000

DO NOT USE THIS COMPANY- seriously, heed my warning because I made the mistake of not reading the reviews.

For packing, the guys who came were careless, almost leaving stuff behind as they did not look. They arrived late, and tried to keep pushing the time despite the fact that I kept telling them I didn't have leeway with timing when I had to be done, and were quite rude about it. They didn't have any hanging boxes, but promised they would repack my nice clothing when they got to the warehouse, which they definitely DID NOT due, and instead left it stuffed at the bottom of a box and when it arrived the box was torn and my clothes were filthy

SPEAKING OF ARRIVING- when it arrived half the furniture that they arrived with was broken- my desk, my beautiful dresser, my storage cupboard...all had to be thrown out- my glasses were all broken, with almost none surviving- the icing on top of the cake is that they lost a bunch of my boxes, including the one that has the parts to put my bed together, and at this point won't give me any timeline for when the stuff will be found OR they will assume it's lost and reimburse me.

SERIOUSLY DO NOT USE THIS COMPANY

Move size: 1 Bedroom Home Service cost: $3000

SCAMMERS! Stay away from these people! They quoted me $500 and they charged me $1500.

I listed all the items I had and they gave me estimation of on bedroom although I had less stuff!

Reading the reviews I predicted that might happen, so before we set a date , I asked the manger to give me the scale report copy before the shipment and he “agree” just to take my furniture but After they took my furniture he never gave me the scale report and said the can not give me the report!!!! Unbelievable! Everyone in that office is a scam player. They are all rude and unreasonable after they take your stuff!

They movers came 9 hour late !

Despite charging me for wrapping the furniture they didn’t do it properly, it was snowing and the workers were not even talking to us I had to do it myself!! When I asked them to wait I bring blanket for my sofa which is supposed to stay 1 month kn their storage bot to get wet they drove and kind of ran away !!!!! We were running after the truck thinking were rubbed !

Very stressful! They give me One of the worst days of my life and turned my moving to Vancouver to a nightmare while I was supposed to be a happy event! STAY AWAY FROM THEM

Move size: Studio Service cost: $1500

I made the mistake of only reading a couple of reviews, I discovered the truth when I returned to read more and discovered my experience really is the norm. I recently moved from Edmonton to Ottawa. The moving date was Oct 26. Movers were late, packed breakable pieces at the bottom of boxes, labeled nothing, mixed items in boxes, and did not keep cables and tv, Boise, and computer with objects but where ever there was a spot and left much behind even a clock on the wall and extension cords still plugged in. They packed things they were instructed to leave. They packed my hearing aids and almost took my cane, They took an open carton of pop which did not make it to Ottawa. They were leaving my microwave, vacuum, and a box behind. I had to call them back. They finally delivered on Nov 26, a full month from pick up. In the garment box were a beautiful woman's jacket and a tote bag that did not belong to me. I was missing a few articles of clothing. They packed books in larger boxes which were breaking. They broke the mirror to a dresser and lost the hardware for the headboard and dresser. They broke the leg of the kitchen table. They refused to reassemble the pieces they had taken apart. They lost a phone, and at least one box and many of the dishes were broken (they packed glasses without wrapping) Microwave is scratched, and a piece was broken from the base of the desk. Full service was an additional $1500 and they refused to unpack, They took a plastic table proctor and bundled several diverse pieces. The final cost was about 50% above the quote. This my friends is just the tip of the iceberg. I cannot proceed without a star but it is not a true evaluation, I wish I could give 100.

Move size: 1 Bedroom Home Service cost: $4500

We moved from 2 stories house to a condo in Great Toronto area and we hired Alliance Van Lines.

Unfortunately, we needed to change the date which was by accommodated by Alliance Van Lines without any complaint. The team from three movers which was sent out was great. At the day of the actual move, the movers wrapped all big items/furniture that were unwrapped (or poorly packaged by me) and packed some items to the big boxed which were not packed.

They were smart about how they organized the loading of the truck, and excellent at dealing with any issues.

We were so impressed that over a period of 5 they consistently worked extremely hard - plus they were polite, pleasant and careful thorough the entire time. We didn't have to lift a finger.

They all were very professional and did an excellent job. They even finished the job earlier than anticipated! We are happy with how it all played out.

This was our first move where we employed movers and it was 100% worth every penny!

Thank you Alliance Van Lines, it was superb doing business with you! We would definitely hire Alliance Van Lines again for my next move.

Move size: 2 Bedroom Home Service cost: $1500

From the sales agent, to the packing team, to the team who loaded up our home and transported it to Ontario, the experience was positive. They were all very professional, friendly, courteous and considerate of our belongings. Everything was wrapped carefully and arrived in good shape - absolutely no damages!! There was a delay with the delivery date and it had to be moved because of a snow storm in GTA, and I wish that it was not delayed, but I understood that this was unpredictable. They did schedule the delivery for the next business day, and kept in touch with us which I appreciated. We dealt with Nelly to book the move, but everyone was great to deal with, including the dispatcher who confirmed and set up the delivery date. Price was very fair considering we moved and paid more than double when we moved to BC, so we were very happy with the service.

Move size: 3 Bedroom Home Service cost: $5418

Do NOT use Alliance Van Lines to move your valued possessions. Go with ANY other moving company. Run away from these guys. They're scamming crooks! My elderly mother recently used their company to move from BC to Manitoba. They scammed her out of $577.50. Even though the move was planned for months, they called her 2 days before arrival and claimed that looking at Google Maps shows that they won't be able to fit their 50-foot trailer in the lot, and that she will have to pay an extra $577.50 to 'long carry' her stuff, because they would have to park on the street. It's odd they would only look this up 2 days before, but there's nothing my mother could do since they now had her stuff in their possession, so she reluctantly paid it. They showed up a day late and were able to pull right up to the door without any problems. The driver ensured my mother that there was no 'long carry' involved, and that she would be refunded the additional charge. However, their Operations Manager, Nelly Dales would not refund the money even though a clear picture was provided of the truck parked right up to the door. They're just keeping the money and refusing any explanation as to why. That's theft in my books. On top of all of that, they damaged most of her stuff beyond repair - we had to throw many expensive items in the garbage. After reading other reviews, we realized it wasn't worth our time to claim the damages or anything. We can only try and help others so they don't make the same mistake and use this terrible moving company.

We actually didn't get it so bad compared to other reviews I've read, where people have been scammed out of thousands by these crooks. Once this company has your stuff in their possession, expect the hidden charges to rack up. You're at their mercy once they have your stuff. They know it, and they use it to take advantage of their customers. I've seen other reviews that have mentioned the unethical behavior of their Operations Manager, Nelly Dales. That's 100% true, as she is completely unwilling to help or offer any explanation as to why extra unnecessary charges were being applied. She does not care that they are ripping you off, and you will not be refunded in any way. It's unprofessional, unethical, and pathetic. That's an excellent summary of this company and their employees.

Move size: 2 Bedroom Home Service cost: $5000