Allstate Van Lines told me I needed to pay $2540.47 to ensure moving date of June 18th and I told them I was not sure the move would actually happen and I asked multiple times if I could cancel order within a day if I got information that I would not move. I was told multiple times that was fine, just sign the paperwork and pay and then let them know as soon as I knew whether I would actually move on June 18th/19th. I paid $2540.47 on June 12th at 15:31 and signed and sent paperwork in at 16:39. I cancelled at 18:52 just two hours and twenty three minutes later. I cancelled by sending email and calling the 800 cancellation number per the cancellation policy. Now they haven't provided any service and they refuse to refund my $2540.47. I have all emails and details of multiple calls and emails requesting cancellation.
Details:
I contacted Allstate Van Lines Relo on Saturday, June 12th to get a quote on a residential move. I spoke with Karlos Stevenson. I told him I needed a quote on moving on June 18th but I needed to know if I could cancel and what the cancellation policy was. He said I could cancel at any time and all I had to do was call the 800 number for the cancellation. He said I needed to pay and sign the contract in order to get in the window for the June 18th and I said I cannot do that unless I know I can cancel if I find out I cannot move. He said that was no problem just call as soon as you find out if your situation changes. I asked what guarantee can I get that I can cancel and he said all calls like the one we were having were recorded and they were held accountable for what they promised. I was called by my boss an hour after signing and paying and my boss told me they had decided I would stay where I was for now and that they would move me at a later date to Austin, Tx instead of Des Moines, Ia. I immediately called Karlos back which was 2 hours and 23 minutes after I had paid and signed the contract to cancel. Order signed Friday, June 12th at 16:39 (4:39 PM) and cancelled both by email and calling Allstate Van Lines Relo Cancellation number at 18:52 (6:52 PM). Order cancelled 2:23 (two hours and 23 minutes after signed. I called the 800 cancellation number and left messages several times and I emailed Karlos back multiple times and stated I was cancelling. The next day, Saturday, June 13th I made several more calls and emails to cancel and I finally got a hold of the Allstate Customer Service and told them I was cancelling. I responded to the Allstate QA manager that had sent me messages about the move informing him I was cancelling move:
Re: Moving Estimate 11066674-06
1 message
Tim Fri, Jun 12 at 7:48 PM
To: Sean. [email protected]
sean,
I cancelled this move a couple hours after it was placed. Karlos Stevenson told me I could cancel by calling him or the 800 cancellation number. I have done both. Please confirm this is cancelled.
Thanks,
tim mcgrath
The customer service representative sent an email to the cancellation department and also she sent an email to me stating I was cancelling.
Tim Sat, Jun 13 at 9:27 AM
To: Karlos Stevenson
From: Aisha B.
Date: Sat, Jun 13 at 7:43 AM
Subject: 11066674-06
To: [email protected]
Tim
Per your request I am emailing to confirm that I have put a cancellation request for your move. You will get a follow up phone call as soon as they are available.
Aisha
855-266-5176 ext 256
A few hours later the QA Manager, Sean Boxer, called me and asked me why I was cancelling and I explained that was my business but I had asked the agent, Karlos Stevenson, if I could cancel if I found out I didn’t need to move and he said yes, just call the 800 number and call him as soon as I knew. Sean stated he would need to talk to Karlos to ensure that was what he said. I asked now are you changing your agents promise and Sean said “No, we record our calls so we can go back and see what he promised. He said they had a five day window to cancel and I said that was the first was told of that and why didn’t Karlos inform me of that restriction before I agreed to pay. He said it didn’t matter because every situation is different and that all he needed to do is to confirm with Karlos the promise made.
Today, Monday, June 15 Sean called me back and said I could not cancel and they were keeping my $2540.47
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