Federal Gateway Moving & Storage

We were researching companies to make our out of state. I contacted a few companies and after interviewing a few we went with Allied Federal co. I couldn't have been any happier. They came at the scheduled pick up time and the team worked diligently through the entire day to ensure my items were packed in the moving truck securely. The company then stored our items for 90 days until we took possession of our new home. They worked with me in scheduling and arranging my delivery. They showed up right on time as planned. All of my items were accounted for and we couldn't have picked a better company to help us through this most stressful move. Huge help from Ellen (moving coordinator), Mike (warehouse manager) and Shane (driver). They were FANTASTIC!

These folks did an amazing job for us. We chose them because the price was the least expensive bid and are VERY satisfied with the job. Packers, loaders, driver, and unloaders were fantastic. I don't believe anything was broken and all is accounted for.

This company was hired to relocate my pregnant wife, who is late in her third trimester, and I from St. Louis, MO to Rogers, AR for my job. On 06/14/2019 I contacted the *** Administrative Manager in Peoria who was handling my move and requested a delivery date of Friday June 21, Saturday June 22, Friday June 28, or Saturday June 29 since I have Friday and Saturdays off and would be able to make the 6 hour drive from St. Louis to Rogers, AR to receive the delivery. I expressed that I understood this may not be possible and that if it wasn't, that I could be informed of an approximate delivery date soon so I could request off work. Pickup was to occur 06/17/2019 between the hours of 8-10 a.m. I work during the day and thus prior to delivery, communicated with the *** Administrative Manager in Peoria to contact my wife's phone during working hours. On day of delivery (06/17/2019), 10 a.m. came and went with no communication. My wife informed me, and I called the representative who I had been in contact with asking where the movers were. She said she would call dispatch and get an answer for me. She called back and said that there was a mechanical issue with the truck, that it was almost back up and running, and that the driver would contact us when he was headed to the apartment and getting close. At approximately 2 p.m., the driver finally just showed up at our door with no call to say he was on his way. Packing went relatively smoothly and we were given a "delivery window" from 06/17/19-06/27/2019. As previously stated, before pickup had even occured, a request for Friday or Saturday delivery was made and if this request was unable to be fulfilled, early communication about a delivery date so I could reschedule a full day of patients and make the 6 hours drive to receive. I received no contact until 06/20 when the *** Manager emailed me again stating that "The dispatch office said they do not have a clue as of yet. they do not anticipate a problem for next Friday (06/28/19) however they do not want to commit". I heard nothing again and so emailed the Manager on Tuesday 06/25/2019 asking a delivery date since it would be very late notice to reschedule a whole day of patients to drive the 6 hours to receive the delivery. I was told "I keep asking dispatch and they cannot give me a clear answer. I do not know why". Wednesday at approximately 1:30 p.m., I finally received a call from the Manager that delivery was scheduled for the following afternoon (06/27/2019) and that I needed to just drop everything, call off work, and be 6 hours away for delivery with less than 24 hours notice. At that late in the day, it was no longer a possibility to have my front office call every single one of my patients scheduled for the next day and reschedule them. I explained this to the Manager and she said she would call her friend in California and have her work on it for her. She stated the friend was in California and that I might not hear back from her today (she gets off work at 5 p.m. CST) but due to the time zone difference I would definitely hear from the friend before 7 p.m. CST. I heard nothing and so called manager back at 8 a.m. the next morning (Thursday). She stated she was "working on it" every time I called back for the rest of the day and would try to get our possessions delivered Friday June 28, Saturday June 29, or even Sunday June 30 (she stated they usually didn't do this but have in the past for extenuating circumstances). Since she was so confident in her statement, I left St. Louis Friday June 28 early in the morning to be available to receive delivery if needed. After many times communicating on the phone Friday being told the situation was being "worked on", I was finally told around 4:30 p.m. before the Manager left for the weekend, that I would be receiving communication this weekend updating me on the situation from "someone". I sit here Sunday night after driving the 6 hours back to St. Louis after a wasted trip with absolutely no communication, an empty apartment in St. Louis, and empty house in Rogers.

The job estimate, from the moving consultant, that I agreed with, was reasonable, and paid in full upon completion of move. An estimate is “an accurate idea of what the job would cost”
Four weeks later a bill was received for additional charge of $1,135.75.
The scope of the move had not changed-the amount of the added fees was not disclosed and therefore being disputed.
I chose Federal Company for their reasonable estimate and because they were an agent of *** a well known company, but the large amount of added fees and incomplete job is in challenge.

In June, 2018, we moved out of our home in Wildwood, MO and all possessions went into storage. In Nov., 2018, we moved from storage to Scottsdale, AZ. The truck arrived 11/2/2018 and driver told us that there was not enough room on truck for all of our possessions, therefore, ~30% was left behind. Federal Allied did not notify us of this. Second truck arrived 11/8, still missing items. Third truck 12/2...still missing items.

Talked to owner Jeff Bogdan and asked for 2 months of storage fees reimbursed. He said no way!

Many items were damaged and took several months for repairs to be completed.

THIS WAS THE WORST MOVING EXPERIENCE I HAVE EVER HAD. THIS COMPANY SHOULD BE SHUT DOWN!!!!

The company forged my signature on documents (Household Goods Inventory listings) indicating I received all items during my move from Missouri to Virginia. Therefore, they did not honor my claim for missing items.
All items were not accounted for because the driver/delivery person(s) did not offer to do the delivery inspection as required and requested by me.

On April 25th, *** toured my apartment and gave a quote for my cross country move. He asked if I would like them to pack or if I was packing myself and I said I would like a quote for both. He provided me a quote inclusive of packing for $629.98 and stated that that would include them packing everything. He further explained that if I packed I could save that money. He even went so far as to explain that I could do any combination there of and it wasn't an all or nothing situation explaining of I packed halfway and got tired I could leave the rest for the movers. To this end I signed the quote for the full amount inclusive of the packing charges.

The day of my move, the movers packed 1/10th of the original quote (which the bill of lading shows). I asked them then about reducing the amount and they informed me I'd have to call *** to discuss. I called *** who informed me I'd have to wait for my goods to be delivered before final billing.

My goods we're delivered two weeks late after the quoted delivery date. I called *** multiple times to inquire about my goods and she just emailed me a form to complete. I additionally had several items bro***, including my brand new couch when arrived. I called *** and she sent me a form. I called when my goods we're delivered multiple times to discuss the refund of packing charges and after two weeks was left a voicemail explaining I had a TTP and would not receive a refund. Over the next few weeks I called *** who gave me the quote and *** multiple times. *** only offered to call ***. Neither would respond, no one would forward me to a manager to get an answer. Finally after a couple weeks *** peft me a voicemail that he agreed with me and was working on it, but had nothing to do with billing. I have not heard from anyone on the two weeks since.

The lack of response to my concern is troubling and frustrating and disrespectful given I'm already frustrated over their service (late bro*** things) and processing (incorrect bill that I had to pay in full up front). This dishonest and dismissive service is not what I expected for $3500.00 and request a response from management.

My family recently moved from the St Louis area to the Kansas City area. We contracted with Federal Gateway Moving & Storage to move all of our belongings; the scheduled pick-up in STL was Thursday, Jan 18, 2018, and the scheduled delivery in KC was two days later, Saturday, Jan 20, 2018.
We packed the boxes ourselves. It was Federal's responsibility to disassemble the furniture and load the furniture and boxes on their truck on pick-up day.

The first issue of significance: As they were loading our belongings, the truck driver told us that they would not disassemble our daughter's bunk bed; I was given the choice to disassemble the bed myself, or they would call a third party to do it at additional expense to me. When the sales person, was in our home selling us their service, he made it very clear that all three sets of bedroom furniture would be disassembled and reassembled by the mover's as part of the service we paid for. As it was late in the day, and the process of them loading our belongings was taken much longer than I would have ever expected, I went ahead and disassembled the bunk bed myself. Again, it was made very clear that we were paying to have them do this.

The second issue of significance: The truck that was sent for pick-up was not large enough for all of our belongings. About 10% of our belongings did not fit on the truck. The movers explained to us that a second truck would be sent to the house the next morning to load the last 10%, which did happen as expected. However, this second truck, which the representatives at Federal refer to as "overflow" was not delivered on the agreed upon day of Saturday, Jan 20, 2018. (since I want to keep things in chronological order, I will further address this later in my message). As we parted ways Thursday night, my family left for a hotel in the Kansas City area, the driver of the truck, told me that he would be calling me the following night, Friday, to let me know what time to expect delivery at our new home on Saturday.

The third issue of significance: As explained to me the previous day by the driver, I awaited a call from him Friday evening. As evening became night, I never heard from him. After 8 pm I decided to try calling Federal and selected the after-hours contact information on their phone system. I left a message explaining that it was after 8 pm and I had not heard anything from the driver; I also stated I was concerned about the delivery and requested a call ASAP. After leaving that message, I waited about two more hours. Now about 10 pm, I still have not heard from the driver, nor have I received a return call from whoever is supposed to have staffed the afterhours number where I left a message. At this point I was legitimately concerned, not having heard anything from the driver, if we would be getting our delivery. I eventually started going through my email and found the cell phone number of the sales person, and called him (this is sometime after 10 pm). He answered my call and said he would try to find something out, call my back. The sales person was true to his word on this, he called me back shortly and said he spoke with someone, I believe he said a dispatcher, and that we could expect delivery of our possessions Saturday morning between 10 & 10:30 am. It was not until early Saturday morning that the driver actually called me. When he did, he said that he would not be arriving until noon. Although I was frustrated to hear him tell me that he would be later than the 10-10:30 timeframe I was given late the night before, I was at least relieved to actually hear from the driver holding our possessions.

The fourth issue of significance, and by far the biggest problem: On delivery day, Saturday, Jan 20, 2018, they only delivered the first truck; they did NOT deliver the 10% of our possessions they call "overflow" on the agreed upon delivery date of Saturday, Jan 20, 2018. As many times as I asked that day, the driver could not tell me when we would be receiving the rest of our possessions. The following Monday, Jan 22, 2018 I call our move coordinator with Federal to discuss the lack of fulfillment on the part of Federal by not delivering all of our belongings on Saturday. When I spoke with her, she could not give me any indication as to when they would actually deliver the rest of our belongings. I impressed upon her how we needed the rest delivered right away, and that it was only right for them to do so immediately, and also communicate with me openly about the process. Much to my dismay, she, or anyone else for that matter, wouldn't follow-up with me about the pending delivery of the remainder of our belongings. I had to keep calling asking for more information, which was always responded to with answers such as "I don't know when we will get it to you" and "We are working on it". These responses were not satisfactory to me, and after four days of getting nowhere, I told the move coordinator that I wanted to speak with a manager. The following day, which is now either Thursday (Jan 25) or Friday (Jan 26), in either case almost a full week past the day Federal was supposed to deliver all of our items, I receive a call from the General Manager of Federal. During my brief call with him he tells me that our "overflow" was sitting in their warehouse, and that they were still trying to coordinate when/how to get it delivered to us. I explained to him that such an answer was not satisfactory, and that they needed to make the delivery right away. We ended our call with him still simply saying that they were "working on it". The weekend of Jan 27-28 passes and I call back to the move coordinator Monday morning the 29th asking if they can now tell us when it will be delivered; yet again I am met with a response that she does not know. Finally on Tuesday, Jan 30, my wife tries calling her because I am beyond frustrated and simply cannot tolerate to speak with anyone at Federal. My wife leaves the move coordinator a voicemail explaining who she is and that we expect answers immediately. The move coordinator returned her phone call about an hour later and tells her that they will be delivering the "overflow" the next day, Wednesday, Jan 31. The move coordinator also tells her that she will follow-up with her in a little bit to let us know of the time we should expect the delivery. Before that day is over, she has called back and given us a delivery timeframe of 12-1:30 Wednesday afternoon. Now it is Wednesday and we are waiting for the delivery; the timeframe of 12-1:30 passes and the truck with our belongings has not arrived. Also, I would like to point out that we have not received a call from anyone at Federal saying the truck will be late. I suggest to my wife that we wait one extra hour, until 2:30, before calling Federal to inquire about the status. At 2:30 she calls the move coordinator and gets her voicemail again; my wife left a message saying it was an hour past the timeframe and our "overflow" is nowhere in sight. The move coordinator was quick to return this call; when my wife answered, she put the phone on speaker because I was home waiting for the delivery. The move coordinator explained that the driver bringing the overflow wouldn't actually be arriving until nearly 5:00 that evening; when my wife asked why, she said that the company decided to have a meeting that morning which delayed the driver from leaving by about 4 hours. My wife then told the move coordinator that this was not explained to us the day before, nor did anyone call to let us know the 12-1:30 delivery wasn't going to happen; the flippant response from the move coordinator was along the lines of oh-well. At this point I took over the conversation from my wife, and yes, I was very angry. I explained that I felt Federal was "jerking us around" and had no remorse for what they had been putting us through. I must admit that I used profanity when trying to convey how angry and dissatisfied we were. I told the move coordinator I wanted another call from the General Manager to discuss how this could be made right and then we ended the call. The driver wound up arriving with the delivery of our "overflow" a little after 5:00 that evening, Wednesday, Jan 31, 2018, eleven days after the agreed upon, and contracted, delivery date of Saturday Jan 20, 2018.

I would also like to mention that on Saturday, Jan 20, when the driver delivered the bulk of our belongings, he and his crew did not reassemble the bunk bed, again leaving me to do it. Also, they did not reassemble the shelves in our basement, which they did disassemble in STL (I did not discover that these shelves were left unassembled until the morning after they had already left). Again, the assembly and disassembly of these items was something we paid for Federal to do. It was also around this time that I noticed Federal included a charge of $71.00 for special boxes to place our mattresses in for the move; however, they did not bring or pack our mattresses in these boxes. One mattress was wrapped in plastic wrap and the others were just left unpacked completely.

The fifth issue of significance: Untimeliness of follow-up from the general manager. As indicated above, on Wednesday, Jan 31, 2018 I asked the move coordinator to have the general manager call me to discuss making the situation right. I wait for him to call me over a week, but he does not call. On Thursday, Feb 8, 2018 I call the 800 number on Federal's website to make a complaint and escalate the matter further. The person I spoke with simply sent me to the general manager's voicemail. Since I was sent to his voicemail, I left him a message explaining who I am, and reminding him of our situation. I said that I felt Federal did not uphold their end of our contract and their service was poor, and that I wanted to speak with him about making this right. The following day, Friday, Feb 9, 2018, he returned my call but I was unable to answer. I tried calling him back a few times, and got through to him today, Monday, Feb 12, 2018. During our conversation, I explained to him how dissatisfied we are with the services provided by Federal, and that they did not properly fulfill their end of the agreement by not delivering all of our possessions on Saturday, Jan 20, 2018. I recapped the information I have cited above to him, so that he could fully understand our grievances with Federal. Eventually, he got around to asking what I wanted "to make the world right again", although I feel that given they charged us $5,200.00 for their services, and failed miserably, and should refund us at least $3,000.00, I told him I would be satisfied with a refund of half the charge, $2,600.00 in part because I thought this would be easier to discuss than $3,000.00. The general manager then scoffed at me saying there was no way that would happen. I then asked what he thought was a reasonable amount, he declined to answer, and said he wanted to think on it a day or so.

As the day has gone on since my conversation with the general manager, I have now decided that it would be wise of me to submit this to the Revdex.com, so here I am hoping for your assistance to resolve this matter.

A table was delivered to our new home damaged beyond repair. After filing a claim with the company they offered $68 in compensation, the table cost $700. The claim was sent to a supervisor who then denied to adjust the compensation amount.

I was quoted an amount minus the LL which I intended to sell but was unable to. They came and added on $2 or 3,000 (exact amount ( I do not recall) and I was not ok with this but I believe they had me over a barrel as I had no other option this late date. My husband hadpassed away a few yrs ago and I am in a wheelchair and on disability. Thry held my items on the truck for 2 days and when they met me at the condo they said they would not unload unless I paid them another $3,000+. I was devastated! I told them I did not have the money and the man said well, we can take it back to our warehouse.. I ended up going to the bank and get a "cashiers check". I felt scammed, taken advantage of. The one many said they went to weight it and it was some amount. I said who cares. You drove it less than 2 miles here and no one talked about weight anyway. There are no toll roads, toll bridges or anything they would have to pay extra. Later thy sane me a check for @200.+ and I called and asked there needs to be a number in front or back of that amount. None of my other calls were returned!