Complaints

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We contacted US Moving and Storage to move our items, which in turn contracted out to Right-A-Way Movers. They overcharged us, didnt answer any of our phone calls, lied to us, and finally said dont call us anymore. ****** at Right A Way Movers is a *****. We told them from the beginning we needed notice the night before because we were 6 hours away from the location. They said of course and instead, called us 45 minutes prior. They went to a condo on a Saturday night at 7pm to deliver. They said they would not unload unless we paid an extra $1500. Also, no condo would let you move on a Saturday night. They knew all of these details ahead of time. I had to rent a storage unit, pay additional expenses and move these items the next day, ALL WHILE I WAS NOT THERE. They caused me so much stress and anxiety. I filed a claim for lost items, which was approved by them, and NEVER GOT ANY MONEY BACK, even after calling them many times. I originally contacted US Moving and Storage and they are responsible for the company they picked to move my furniture. They knew Right A-Way Movers does a lousy job, and when I called US Moving and Storage they did not answer my phone calls or have any response. They did not care as soon as they had my money what happened to my furniture. They had many complaints about Right A Way Movers and yet continued to use them knowing that they did a terrible job. They are equally responsible because they chose this company. Both companies are crooks and liars, and once they have your money they dont care about anything. I am sorry to say, no one is ever going to get a ***** back from these people, and I hope *** takes care of them in his own way. If you are smart enough to read these reviews prior to using them, RUN, DONT WALK away from them.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 19, 2022, I was planning to relocate to ****** ******* from **********,**. I spoke to a lady who was handling my moving. Due to unforeseen circumstances, I had to cancel. They (US Moving and Storage, LLC) collected a deposit of $622. I requested to be refunded. The lady who was handling my case disconnected her phone number. For months, I had been trying to contact them to find a resolution.

  Business response

  01/24/2023

  ******* -

  We had a change to our phone system and our new number is listed clearly on our site. You are requesting a refund well outside your cancellation period and therefore, there is no refund to be issued. Per the document you electronically signed at the time of booking, it states, "CANCELLATION OF SERVICES: If the move is cancelled within 72 hours of move being booked and cancellation policy signed, US Moving and Storage LLC will keep 15% of the deposit for processing fees. We do require a written notice of cancellation sent to: ***************************** and refunds will take 3-7 business days from the date we receive your written cancellation notice. IF A MOVE IS BOOKED WITHIN 7 DAYS OF THE PICKUP WINDOW YOU REQUEST AND YOU OPT TO CANCEL YOU WILL NOT BE ELIGIBLE FOR ANY REFUND. Should this agreement be cancelled by you after 72 hours from the date the document is signed all services on behalf of US Moving and Storage LLC will be considered "Services Rendered" and there will be NO REFUND of deposit made."

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  US Moving and Storage is very unethical. They completely fed me a pack of lies. I asked all the right questions. *************************** answered with lies. I had spoken with at least 8 or more other moving companies. They all quoted me $16-18,000 to move a 3brm house with appliances and garage items. I was quoted $5,600 and when I asked how they could do it so low, ***** said because they would rill the other half of the semi with someone else's move. As I was to pay about that to use Uber freight for a whole semi for me only, it made sense. With Uber I would have to wrap all my furniture, load and off load. US Moving and Storage said they would do that at no charge. I was in. Plus I didn't have to fly cross country to beat my Uber semi there, US M&S said they would also hold my things til I arrived cross country in my car. ***** also reassured me over and over that it would not be unloaded. In my furniture business experience, things are damaged every time they are loaded and unloaded. My belongings were first unloaded and stored and then loaded and offloaded a couple times to different trucks.So first quote was $5600 less than 72 hrs before the move my price changed to $11,000. That was $2,000 more than I would have paid for on/off load and a plane ticket. I was on a deadline to move and it was Labor Day weekend so nothing could be done about it. The day of the move, it was over $17,000. No one could be reached at US M&S office or *****'s cel. Be said he would answer 24/7 and be my rep though out the move. I was never able to reach him again after I paid my deposit. On my drive across country I was finally able to talk to the lady in the office she had lots of excuses. I asked to speak to someone up the chain. She refused as she said she was a supervisor. I am out $15,000 above and beyond the inital quote due to overage, damage and loss. Seeking my $3500 deposit returned. Will speak to Attorney Gen as you advised me on the phone. Thank you

• Initial Complaint

  10/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I signed a contract with them on 7/8/22 to facilitate my Household delivery from ****** ** to ******* ********. My household was picked up on our about 7/26/22. The delivery was scheduled for delivery for 10/4/22 to my address in ******** provided to them several times. I had a 22 day window with a guaranteed delivery date of 10/25/22. To date they have given me no details about anything. Telephone numbers are disconnected, no follow up calls from them . They stole my life and I need HELP. I am a Disabled Veteran and they STOLE EVERYTHING I OWN IN THE ****** PLEASE HELP ME I AM NOW IN ******** with nothing and I don't know what to do. Please help. I have ALL DOCUMENTATION, PAYMENT Receipts AND CONTRACTS related to this move attached below.

  Business response

  11/11/2022

  ****** --

  We have spoken on numerous occasions, as you have our phone number, and we have been working with you to get delivered. We cannot guarantee a delivery date (as you were informed on numerous occasions) and can only provide an AVERAGE delivery spread guidelines by the **** In order to receive your items, however, you must pay the delivery payment and storage fees associated with your move, as you refused to pay at delivery the first time and again more recently. While you did sign an ESTIMATE with us, ultimately the contract you signed is with the carrier, who has been trying to deliver your items with no avail, as you refuse to pay. You have been informed that your items are in VA and yet, you still refuse to pay. We have cooperated with you in every way you have asked, but unfortunately we are the broker and not the carrier, who is responsible for moving your items. I'm sure if you agree to pay the fees associated with your move, you will receive your items in no time.

   

  Best,
  US Moving

  Customer response

  11/16/2022

   
  Complaint: 18241868
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer response

  12/01/2022

  1. We have not spoken which is why I had to solicit the assistance of the ****************************.

  2. I was informed there was a 21 day window from the Scheduled delivery date which was Oct. 4, 2022.  Nov 1 was THE FIRST attempt at delivery. As of TODAY I still do not have my delivery.

  3.After involving the Police is the **** TIME I was contacted for delivery and was told it would be delivered the next day, which I had to refuse because my ************************ needed to schedule an appointment which was scheduled for the 3rd November,2022

  4. I NEVER REFUSED to pay the $3,723 plus $161.00 for one month additional storage. I refused to pay the Xtra $2,000.00that was added to the bill. The contract stated the above.

  5. Upon arriving, there was only ONE MAN to off load my household items and reassembly as per contract. He would not have been able to do it alone. As stated in contact, I would have had to hire assistance for him.

  The above reasons are why US MOVING AND STORAGE and BEST FOR U MOVING breached the contract. And I fully intend on filling a complaint against them to as they told me when I pay their inflated amount they would not deliver my belongings they would give me access and I had to have my household goods delivered myself.

   

   

   

   

  Business response

  12/13/2022

  ****** --

  We have communications with you and the carrier about you refusing to pay delivery. This was explained to the police of whom we cooperated with. We have contacted you on numerous occasions regarding your delivery since July, and while we could not always provide the update YOU desired, we continued to follow up with the carrier on your behalf, as we are the broker, NOT the carrier who facilitated your move. They are who you signed a CONTRACT with, not us. As explained, we only provide an ESTIMATE for the move. You were told on numerous occasions that there would be a delivery payment due (which you refused the first time) and then that your items would be placed into storage until you agreed to pay the delivery costs, which were agreed and signed off on at pick up. All documentation explains that if extra storage is needed, there would be additional costs. Being that you continued to refuse to pay, these storage fees have accrued. As of yesterday even, we were working with you to connect you with the carrier to arrange delivery of your items. Your items have NOT been stolen. They are sitting in storage, as you have been informed, because you refused to pay the carrier and accept delivery. 

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Did not meet contractual requirement for pickup. Very hard to get ahold of, as a broker, they refuse to broker a deal with the carrier that they selected for my move. I cannot reach the carrier and have to deal solely with the broker at this point. I requested a refund on 9/9/22 when the pickup did not occur on time and I was told I can cancel the order and forfeit the $1000+ deposit that I had already provided. So I proceeded with the move due to time considerations and losing the deposit. I filed a fraud claim with my bank that was awarded in my favor, now they are holding my goods hostage and saying they will not deliver them and they will be auctioned off if I don't reverse the claim. They intentionally leave items off of the inventory for the quote to provide you what seems like a good deal only for them to call back 3 days later to review the inventory and find out items were not accounted for and the price is now significantly more than the initial quote. At this point you can forfeit the deposit or pay them more, it's extortion.

  Business response

  10/20/2022

  You were given the option for a partial refund for the same charge you reversed. This refund, as mentioned, has been mailed out to you. Please continue to monitor your mail for it to arrive. No one is holding your items hostage, we are actively working with the carrier to get your items delivered to you. We also cannot account for items you initially left off the inventory, we can only go by the information you provide at the time over the phone. We do a quality assurance call prior to the move to account for any items customers forget about at the time of booking. We account for all items as they are provided to us. 

  Customer response

  10/21/2022

   
  Complaint: 18173147
  
  I am rejecting this response because:
  
  I was never offered a partial refund. I am being sent back the additional $500 I paid.  It took calls from a lawyer and a police report to get my items delivered. Since delivery Ive also been requesting compensation for damage and failure to fulfill the contract with regards to re-assembling my furniture on delivery, which has been ignored. I encourage you to review the recording of the initial inventory phone call and compare it to my initial inventory. There were items that were listed by me and not recorded. 
  Sincerely,
  
  *********************

  Business response

  11/04/2022

  You were sent your refund of $500. There are multiple calls we do regarding inventory, including a quality assurance call that you completed, to avoid any issues that you are claiming. The representatives you spoke with would have listed any items you mentioned. In terms of compensation for damages and services, all claims must be filed with the CARRIER who serviced your move, not us (the broker).

  Customer response

  11/18/2022

   
  Complaint: 18173147
  
  I am rejecting this response because:
  
  I cannot reach the carrier, as they have blocked me. Youre the broker, the intermediary and are responsible for the damage as well. In addition, YOUR contract says that furniture items will be disassembled and reassembled, which did not happen. Throughout this process you as the broker have continuously blamed the carrier and the carrier has continuously blamed the broker. There is a contract with you, guaranteeing things that have not been fulfilled. Youre more than welcome to sort it out with the carrier but per the contract, you are liable. 
  Sincerely,
  
  *********************

  Business response

  12/20/2022

  Austin -

  All contractual obligations were signed with the carrier upon pick up. As explained to you before, you sign an ESTIMATE with us and ultimately, the carrier is responsible for your goods and services, as they are who you sign a CONTRACT with (your Bill of Lading). Also as mentioned, you did receive a partial refund as agreed upon per the reversal of your chargeback. If you filed a chargeback with the carrier as well, then they have the right to refuse delivery until payment is made. No one is trying to hold your items hostage, we want to deliver your items, however the carrier must receive their payment for the services provided. Once again, we cannot account for items you left off the inventory, we can only go by the information you provide at the time over the phone during the initial inventory and quality assurance call. If you left out items or failed to tell us the specific size of the items, then there is no way to be 100% accurate. Again, we provide an ESTIMATE and it was up to you to decide if you wished to stay within the quote provided or move any additional items at cost. We account for all items as they are provided to us. 
  

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We hired US Moving and Storage LLC in July 2022 to move our two bedroom apartment furniture from **** To ********. After reviewing all items over the phone with the company, they gave us an estimate of $3,958 and requested a payment of $1,234 to book a moving date. On the day of the pick-up, *************** **** ******, ** contacted ** and said they were hired by US Moving and Storage LLC to pick-up our furniture. They immediately told us the cost now is $6,281.58, which $2,600 must be paid in cash upon delivery, otherwise they leave. Since we had to be out of the apartment on the same day, we had no choice but to accept unfair charges, . On the day of the delivery, we asked the driver for a final bill outlining all charges before paying in cash, which he claimed it was against company policy to give a final bill. When we insisted on having a bill, the driver started shouting and screaming, making a racial comments and drove off with our furniture. We called both US Moving & Storage and Carefree movers to try to solve the issue confirming that we are ready for delivery but we are only requesting a final bill upon delivery, which is our consumer right. Both companies denied and said they can't issue such a bill. 45 minutes later, we were surprised to see the driver back in our drive way saying he will now deliver the items and will issue us a final bill. He opened his truck pretending to start taking down the furniture and asked us to sign "Destination Complete form" acknowledging delivery. After signing, the driver, immediately went back to his truck and told us he was asked by his supervisor to leave without delivery!!! We told the driver that we are ready to receive the items and that we've signed the destination form, he ignored our pleads to stop and took off. We've tried multiple times to contact both companies but they ignored our calls. We feel we've been scammed and our furniture have been stolen by both companies.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I hired this company to facilitate a long distance move. First, the quoted price was quadrupled by the time my one bedroom full of possessions were picked up. Now, I called to provide delivery date and forwarded address and was provided a number to another moving company that is not in business. NOW I DO NOT AND THEY DO NOT KNOW WHERE MY FURNITURE IS. THEY STOLE MY LIFE POSSESSIONS. I am a Disabled Veteran and am horrified and do not know what to do please please please help me.

  Business response

  08/09/2022

  what are you talking about? you dont want delivery until October, you called in yesterday here are your notes

   

  ****. CALLED IN TO UPDATE DEL ADDRESS
  ****. WANTED TO CONFIRM THE COST OF STORAGE/****. CLAIMS SOMEONE CONFIRMED THAT STORAGE IS $160
  I EXPLAINED TO ****. THAT I AM UNAWARE OF THE EXACT COST FOR STORAGE , BUT I WILL CONTACT CARRIER TO CONFRIM
  ****. BEGAN YELLING AND SCREAMING BECAUSE I WAS UNABLE TO CONFIRM THAT INFORMATION RIGHT THERE N THEN FOR HER !
  I POLITELY TOLD ****. THAT I WILL HAVE TO DISCONNECT THE LINE BECAUSE SHE`S MAKING IT IMPOSSIBLE TO ASSIST HER !
  **** THEN, DISCONNECTED AND CONTINUED TO CALL BACK AND DISCONNECT THE LINE !
  ****. CONFIRMED HER HOUSE CLOSE IN OCTOBER SO SHE IS REMAINING IN STORAGE UNTIL THEN !

   

  Did you want delivery now? if so we can contact your carrier and work to arrange that

   

  Customer response

  08/11/2022

   
  Complaint: 17688210
  
  I am rejecting this response because:
  The CSR provided me with a telephone number for a business that is no longer in service to schedule my delivery.  WHY? So NOW I'm wondering WHERE ARE MY HOUSEHOLD GOODS??? She caught an attitude when I asked how do she NOT KNOW WHERE MY LIFE IS
  Sincerely,
  
  ***************************

  Business response

  08/11/2022

  we just spoke to the funder at the same number we gave you, there are pick *** and deliveries we speak to them daily mthis is your carriers number.************ 

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted US Moving and Storage and paid a deposit of $779.93 for a furniture move from ********* ** to ******* *******. I was assured the furniture with be delivered in 3-7 business days. Furniture was picked up on 7/11/22 and still has no been delivered as of 8/1/222. This is a brokerage company who brokered the move out to another company who seems to be fraudulent. *******:******* MC:1302640

  Business response

  08/12/2022

  How is our DOT Fruadulant, we are in good standing your first available delivery date was on 7/13 however the carrier has 30 days per DOT laws to deliver your items

   

   

• Initial Complaint

  05/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I booked my moving services with this company on 3/15/22 for my items to be picked up on 3/22. They were picked up and I provided them with my earliest delivery date of 3/26. I was informed that legally I have to receive my items within 21 business days of the prior date. That date was 4/25. It is now 5/5 and I still have not received my items and now there is confusion about where my items are. The moving company that was booked through US Moving & Storage (Right-Away Movers) now claims they do not have my items and that they never picked them up. There is now another moving company involved - J&D INTRACONTINENTAL LLC - who picked up my items. Right-Away Movers claims that they never picked up my items and that they had a driver on the way on 3/22 but was informed that someone else picked up my items so they never were assigned to the job. I did not book with any other broker and US Moving and Storage is the only company I put a deposit down with, but they are claiming J&D INTRACONTINENTAL LLC aren't even in their system and they have never worked with them. I just want to know where my items are and have them delivered. Feel free to contact me if you have any further questions *************)

  Business response

  05/25/2022

  This client was refunded, Our carrier never picked up her items

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩