ComplaintsforUnited American Moving And Storage LLC

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A few weeks ago, we contacted this company for our move from ********* to ****. Dealt with these RIP OFF artists here-****** the owner and his RUDE wife **** run this brokerage. I don't even think they have trucks to move anything. They are BROKERS. Agreed to move everything for just over $4000. Paid a $1350 deposit that they said was "FULLY REFUNDABLE" within 5 days Then we finalized packing and they said it would only go up "slightly". THEN we got a new estimate after we added about 25% more items. NOW the price was almost TRIPLE (almost $12,000)!!! And they told my wife we could can cancel within FIVE (5) days prior to the move. So we found a REPUTABLE company that was 30% cheaper now. And they only charge $500 up front and then the rest of the money isn't due until everything gets delivered! Do yourself a favor and do NOT use United American Moving And Storage. There is nothing "American" about ripping people off.

  Customer response

  08/12/2024

  We only added about 20% more items to our move.  We were told the original quote of just over $4000 would only go up SLIGHTLY.  It almost TRIPLED.  They play games and bait and switch. THIS is WHY they have an "F" rating with the BBB.  They are liars and cheaters!  

  Business response

  08/13/2024

  Please understand the nature of our business and what you agreed to when signing up. According to the contract your wife signed on July 31, the deposit is nonrefundable if not canceled within 72 hours of making the deposit. Additionally, if the move is scheduled within 14 days of the first available pickup date, the 72-hour cancellation window is voided, and the deposit remains nonrefundable. You did not cancel your move on August 3; in fact, your official cancellation was made on August 12, 2024, just 12 days before your first available pickup date, which falls within the 14-day window specified in the contract. The authorization form, which outlines the same procedures for refunds and cancellations, was also signed and agreed to by your wife, *******, on July 31. Based on the terms agreed upon in the contracts between United American Moving and Storage and your wife, it is clear that the deposit is nonrefundable.
  
  
  Additionally, in paragraph nine of the contract that was signed and agreed upon, it clearly states that the estimate provided is a binding "not to exceed" price. The initial estimate we provided was based on the items and furniture you and your wife, *******, informed us would be moved. However, over the weekend, when you submitted the revised inventory that included measurements and various box sizes, your bin count increased from three to 44 bins. These changes, as specified in the contract, contributed to the additional charges. We made every effort to minimize these extra costs, but an agreement could not be reached. Despite this, you are now accusing us of being scam artists and ripoff artists. However, we are strictly adhering to the terms of the contract, and I would think you would want us to honor the same agreement that you signed and agreed to.

  Customer response

  08/13/2024

   
  Complaint: 22129884
  
  I am rejecting this response because:

  This response from the business is a flat out LIE.  Doesn't even matter that they TRIPLED our estimate even though we only added 25% more items.  The main fact is they took a $1350 deposit that they SAID 3-4x was FULLY refundable IF we cancelled within 5 days of the move.  We would have NEVER paid the deposit if this wasn't told to us.  Then when they tripled the price, we just decided they were not the company we thought they were and requested the refund over 2 weeks BEFORE our move.  NOW they try to say it's non-refundable!?  They haven't done ANYTHING for us except lie, cheat and steal.  At least two other companies we talked to only charge $500 deposit and NO $$ until everything is DELIVERED to the destination.  Last Friday THIS company said they wanted us to pay another $2000+ towards the move or they couldn't schedule and PRESSURED us into paying IMMEDIATELY!?  So again....they are just lying and it's not just us!  Look at all the other 1 star reviews and complaints EVERYWHERE.  These are simply BROKERS and not MOVERS and they lie, cheat and steal!   Who cares about anything above at this point.  Just refund our deposit as promised and don't make US another victim of your obvious scams/bait and switch techniques!  
  
  Sincerely,
  
  *******************************

  Business response

  08/13/2024

  Tell us why here...***, you can respond to the rejection as much as you'd like, but when you look at the facts of the move and the contract signed by your wife, it clearly states that you had 72 hours from the time the deposit was made to request a cancellation. It also specifies that if you cancel within *********************************************** if you make any deposits within that 14-day window, those deposits are nonrefundable. We have already successfully brokered your moving file, which means our services have been rendered. You keep comparing our service to an entirely different company that hasn't even moved you yet, and all you did was pay a deposit to them. That has nothing to do with us or your situation with us. Again, I urge you to refer to paragraph nine in the contract signed by your wife. It is a "binding to not exceed" guarantee, meaning the price we initially provided was based on the accuracy of the inventory. However, you added 41 more bins, each taking up 5-7 cubic feet, along with various size boxes. We initially estimated based on medium boxes to be safe, putting it somewhere in the middle. You seem to be refusing to acknowledge the facts. We tried to minimize the additional costs, but we are simply abiding by the contract that was agreed upon between your wife and United American Moving and Storage. There's nothing more we can do.

  
  

• Initial Complaint

  08/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Rip off deposit, fake company, veteran focused, sends fake movers who then add thousands to the moving cost, say it has to be zelle, or they leave you stranded and keep deposit

  Business response

  08/19/2024

   I would like to clarify the nature of our business and the services that *********************, under job number 628-0490, signed up for and paid for. In the contract he signed with us on July 29, it is clearly stated multiple times that we are a moving broker, meaning we are not the actual moving company performing the moving services. The deposit you paid at the time of signing is due to us for our services. It's surprising to see a negative review when, in fact, you still owe us the deposit, and we are considering legal action to recover it. Its important to note that the contract you signed was with us as your broker, and we arranged for the moving services with ******** for You," our carrier based out of *******. As per the email communication and the signed job acceptance form, ******** for You" did arrive at your residence as scheduled, but you canceled the service on site. According to the contract and the credit card authorization form you signed with United American Moving and Storage, our services were fully rendered, as we successfully brokered the move and the carrier made an attempt to complete it.

  Customer response

  08/19/2024

   
  Complaint: 22089359
  
  I am rejecting this response because: While you were the broker, you quoted a 2000 move job, with a complete inventory list provided. with this list, you stated ****** would be in touch soon. this took over a week. then, last minute, she asked we measure everything 34 hours before the move, which we did. then, the deposit of 850 was to be applied to the move, with a remaining balance of 1200. this was stated by *****, who said you give special discounts to military veterans, which i am. then, people "posing as" movers, in sandals, with tools that had dead batteries and no chargers, mismatched tool bags, and smelling of homeless persons, appeared. they had the list of items, same as mine, then said "nah, those people are not movers, the rip you off and scam you. You owe us 7500 for the move, 8300 minus your deposit. then, no one--*************, or ***** or the office would answer a call, text, or email conveniently. 

  these men, ****** was the driver, had no intention to move us during tropical ***********************. they looked around, wandered, sat and even left their tools, which i still have, as they were props, and they had no intention to use them, nor are they missed. they have not attempted to claim them, as they are not real movers. this is a classic bait and switch, i promise x for a down payment for this cost, i send people with a 4x quote who have no intention to do the work, they leave, and i keep deposit. its a scam. If i broker milk and tell you it is 3$, and when you enter my store, it is 12$, no one will buy it. Broker or not, you are creating false quotes, false military discounts, and sending false persons pretending to be movers that have no intention on doing the job...just taking advantage of people in vulnerable cross-state timely moves, and if they refuse the price jumo, you keep the deposit. it was a quick systematic operation that you all seemed very rehearsed at performing.

  I will not pay anything for a brokered move quote of 2K, refusing to be scammed for 8K, and losing a deposit because you sent a few last minute emails to a shady moving company in a declared tropical storm. this is a scam,  it is fraudelent, and it is price gouging by movers that you chose--i had no choice in the company. No one in their right mind would pay 8300 to move a small 1000 sq foot townhouse with 2 bedrooms from ***** to *****. we got same day from flex movers for ******* ---same day, during the storm. anyone charging 8300 should lose their business license, and you hired them. they laughed and joked in the house, did not even know how to read their clipboard, and they were half out the door when i said no way am i paying that number. they said you guys make up quotes to set people up like this. so even your actors sold you out.
  
  Sincerely,
  
  *********************

  Business response

  08/20/2024

  ***, when you signed up with us on May 27, we asked for a detailed list of every item not going into a box. You initially told us you needed to move 10 small boxes, 30 medium boxes, a drum set, an exercise bike, a refrigerator, and a television stand. Based on this information, we entered your inventory into the Department of Transportation software, which calculates the average size of each item. You were quoted at 286 cubic feet, which is the minimum amount we are legally required to quote. Even if your items took up less space, we still had to quote you at 286 cubic feet, resulting in a total price of $1,765.91. At the time you signed up, you also received a $600 discount for being a VA veteran, as noted in the contract you signed on May 27, 2024. When you spoke with **** on June 1, she had reached out to you 10 days prior, requesting a revised inventory list. You waited until the day before your first available pick-up date, June 2, to provide the updated list. Your revised list included a carpet cleaner, an exercise bike, a floor lamp, 40 medium-sized boxes, a refrigerator, 20 small boxes, a television stand, a tall cabinet, a water cooler, and a workout bench. This increased your required space from the initial 286 cubic feet to 338 cubic feet. Please understand that paragraph nine of the contract you signed outlines that this is a binding "not to exceed" agreement. When you exceeded 286 cubic feet, you were charged for the additional space, as well as the increased gas cost and labor. All of this is clearly stated in the contract you agreed to with United American Moving and Storage. As we are a moving broker, we subcontracted your move to MNS Transport, who successfully picked up your items on June 2nd/3rd. Since MNS Transport handled the move, any further details, such as delivery or storage, would need to be discussed directly with them, as they were the actual movers. Its important to note that your cross-country move was completed for less than what it would have cost to rent a U-Haul and pay for gas. This was a 2,416-mile move. I understand you may have had issues with Flex Movers, but you agreed to the additional charges and signed an additional contract with MNS Transport. If you felt misled, you had the option not to proceed with the move or to refuse to load your items onto the truck. We adhered to all the terms and conditions outlined in our contract with you, ***. I can provide you with a copy of the contract you signed with MNS Transport, which confirms not only your agreement to our terms and conditions but also that you were under ******************** At the end of the day, we followed all procedures, our services were fully rendered, and your move was completed successfully.

  Business response

  08/20/2024

  this is the contract *** also signed with the actual movers 

  Customer response

  08/20/2024

   
  Complaint: 22089359
  
  I am rejecting this response because: I have no idea who *********************** is, I don't live in **************. This is a delaying smokescreen tactic to confuse the issue by providing responses with documentation from other persons or places. 

   

  
  
  Sincerely,
  
  *********************

  Business response

  08/20/2024

  *****, I apologize for any confusion, as the previous message was intended for the Better Business Bureau or the mediator who contacted me. First, I want to clarify that there is an outstanding payment owed to United American Moving and Storage. Given this, it's unclear why you've initiated a complaint with the Better Business Bureau. Secondly, as a moving broker, our role was to successfully broker your job, which we did by coordinating with ******** For You Moving." At this point, our focus is on resolving the payment that is due to us. Please let us know how you would like to proceed regarding the payment and any further questions or concerns you may have.

  Customer response

  08/21/2024

   
  Complaint: 22089359
  
  I am rejecting this response because:

  Your moving company laughed at the 1200 remaining balance, after I paid 850. They quoted ******* with zero intent to move anything. You provided a fraudulent quote to a company that said they were contacted last minute, who were not prepared to move anything, do you can keep deposit. You are lying, disorganized in your lies, and a scam company that is set up to steal. I owe you nothing. You owe me the 850 you took on an ACH check payment. 
  
  Sincerely,
  
  *********************

  Customer response

  08/21/2024

  Images of my money they took with zero service. And they claim I owe more. And you are closing case?

   

   

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On June 17th I had all of my personal items, furniture, medication, and motorcycle picked up by whom I thought was United American moving and storage but it was actually 2 men in a rented truck that were hired from a 3rd party, unrelated to United American moving. They had a guy name ****** call me and have me send him money through ***** to ***** Services Which I thought was a bit of a red flag but I overlooked it. I was told over the phone that my move was a perfect match with another route they had and it would be discounted and would take 1-2 weeks.Communication has been absolutely terrible, not once has anyone contacted me since it has been picked up and frankly since they are supposedly not even the company moving my items, I dont think they know anything either. I feel as if Ive had to ******* them with calls, texts, and emails to get any answers. It has now been about a month and I still have no answers, no delivery date, no estimated date. Nothing. I have no idea where my stuff is. Ive had to purchase new medication, clothes, rush a new passport for a trip I have coming up and a few work related items because of it. Not to mention I am living in a completely empty house. I am asking for answers and for my stuff to please be delivered as soon as possible.

  Business response

  07/12/2024

  Hello, I would like to address your concerns regarding your move. Please note that we are a moving brokerage company, as clearly stated multiple times in our contract and on the authorization form you signed and agreed to. Therefore, it should be clear that a third party is involved in the moving process. ******* moves about 20 families for us weekly, and the reason for the Zelle payment was that we gave you the options to pay with either cash, *****, or money order. You chose *****, so we proceeded accordingly. We do answer the phone every time you reach out, ******. However, we understand your frustration with not receiving the answers you are seeking. Your move from ********** to ********* is almost ***** miles, and you signed a contract with MNS Transport, which states they have 30 days from the first available delivery date to legally deliver your belongings. As we are the broker and MNS Transport is responsible for moving your belongings, please refer to the contract you signed on the day of the move, specifically the revised copy with MNS Transport. Check the first available delivery date in the top right corner. While Im not suggesting it will take 30 days from that date, the contract legally allows them up to 30 days to deliver your belongings. I will also have ******* from customer service, along with *****, look into the delivery for you. Please let us know if there is anything more we can do. Thank you.

  Customer response

  07/16/2024

   
  Complaint: 21971910
  
  I am rejecting this response because:

  It has now been 1 month since my items were shipped. I have not heard back from the company handling my shipment ******* since June 27th. I have not had a response from United American moving and storage since July 2nd. They took my money and all my belongings, the least they could do is answer my calls or provide me with an eta or any information at all. I mean honestly how would they feel if they were treated this way? I really need my stuff. 
  

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I originally contacted United American Moving and Storage to facilitate a move for my daughter from ************ , ** to my home address on *****. My daughter was severely injured in a bicycle / vehicle accident in April in *********** and is unable to drive, work , etc. and needs to move in with us ( her parents) to continue her rehab. I wrongly assumed that all of her belongings were in a single place but found out after paying a down payment that she was in the middle of moving to a new location when the accident happened and the belongings were in 4 different places and moving her on the original dates was not going to happen. I contacted United by phone re: the refund ( as stated in their policy ) and was told that it was going to happen. That was last week and repeated attempts to contact the company thru texting and emailing have gone unanswered. Move number :Z6278529 Date:6/11/24 Contact person : **** Phone : ************ ( direct)Phone: ********************* Address: **************************************************

  Business response

  07/08/2024

  ****, I wanted to reach out to address the issue regarding your refund. I can see that you signed up with us on **** 11th and paid $909.16 by electronic check. Your move was scheduled for **** 23rd/24th. Per the cancellation policy you signed, which was submitted as photographic evidence, if you book your move within 14 days of the first available pickup date, the deposit becomes nonrefundable and the 72-hour window to cancel your move is voided. When you booked your move, it was only 12 days prior to the first available pickup date, falling 2 days short of the 14-day window we provide. This is why your deposit is nonrefundable, as stated in the contract you agreed to. However, we can use the deposit towards any future move you would like to make within the next 12 months. Please let us know if you would like to reschedule the move. Thank you.

  Customer response

  07/08/2024

   
  Complaint: 21877879
  
  I am rejecting this response because:

  Yes I did sign the document and unfortunately the terms were buried in the small print which i mis understood. This is just a poor way to treat customers in my opinion as the initial contract was made in good faith. The original move was for my daughter who suffered a TBI as a result of a vehicle accident and was hospitalized for 20 days in ***********. We had to fly her up to our home in ***** on short notice so we cancelled the move and had her belongings put in storage. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  This company has given me a different answer to every single step along the way. They quoted me $1500 (told me it could only go up due to large items which was untrue) changed it to $2200 once they got my list of items.. the phone call when that happened with the woman said that price wouldnt change the original salesman explicitly told me they were not out sourcing the job and since I live in ******* they would handle it- come the day of the move a different company showed up and charged me $1300 more (a total of $3500). I have all of this in writing and am just extremely disappointed with the dishonestly of this company. It definitely seems like they said anything to get me to send them a deposit and then told me more false information to get more money from me. Had the sales rep originally told me the prices could keep increasing I wouldnt have signed and I certainly Wouldnt have hired them if he was honest about subbing the job out to a different company. I feel like at the *very least* they owe me that $1300 that I was upcharged due to the job being subbed out. Also- I had to trash items the day of because their estimates were so off and the price kept going up so, I ended up taking less than my list I gave them And it costs WAY more (?) Again, feels like they were intentionally fudging the numbers just to get me to hire them. I feel like it needs mentioned that I had a one bedroom apartment. I only had a bed, washer dryer, kitchen island and living room chair as furniture. Then all I had was boxes.. so I had very little all of which I have photos of and documented.

  Customer response

  07/02/2024

  They also blatantly lied to me about how my stuff was being transported. I tried very hard to clarify the truck size and if my stuff would be shuffled around between different trucks. ***** with United American Movers assured me numerous times that my stuff would NOT be shuffled around and also that it would be transported in a 26 foot truck. Both of which were untrue. My stuff was moved from the original truck into storage and then did in fact arrive in a semi truck. Both of which I wanted to know ahead of time... he knew my concerns and deliberately lied to me about the process. Just like he deliberately lied to me about outsourcing the move instead of handling it in-house like he said originally. 

  Customer response

  07/02/2024

  They also blatantly lied to me about how my stuff was being transported. I tried very hard to clarify the truck size and if my stuff would be shuffled around between different trucks. ***** with United American Movers assured me numerous times that my stuff would NOT be shuffled around and also that it would be transported in a 26 foot truck. Both of which were untrue. My stuff was moved from the original truck into storage and then did in fact arrive in a semi truck. Both of which I wanted to know ahead of time... he knew my concerns and deliberately lied to me about the process. Just like he deliberately lied to me about outsourcing the move instead of handling it in-house like he said originally. 

  Business response

  07/17/2024

  Hello, To give you a better understanding of what transpired, we are a moving brokerage service, so the customer is responsible for providing us with the exact inventory for the movers. In this case, the move was from ******* to ****. When she signed up on May 14, 2024, she provided an inventory totaling ******************************************************************************* the terms and conditions, which notes the binding non-exceed guarantee. Initially, she did not provide any measurements. In the second estimate on June 11, she indicated that she would utilize 368 cubic feet of space. The first estimate included only 10 items/36 pieces altogether, with 25 of those being boxes. The second inventory included 16 items/60 pieces, including 28 medium boxes, and 12 additional medium boxes utilizing those 60 pieces. Because she exceeded the binding non-exceed guarantee on the first contract, there were additional charges. It's important to note that we are just a moving broker. We successfully brokered the job to our moving carrier, We Care for You, out of ******* on June 6, 2024. At that moment, our services were considered rendered, and our brokerage services were complete. Additionally, she paid an extra $300 to United American Moving and Storage prior to June 15 for additional space and items forgotten about. Again, these were just estimates. When the actual movers arrived, there were additional charges for items not initially provided. Please refer to the bill of lading provided by the movers at pick-up and drop-off. If you need a copy, please let us know and contact ******* at ************.

  Customer response

  07/17/2024

   
  Complaint: 21876773
  
  I am rejecting this response because: the issue is not that they are a broker- its that they directly lied to me about if they were outsourcing the move. I knew they were a broker and specifically asked who would be handle my move and they lied outright. I only decided to hire them in the first place because they told me since I lived in ******* they would be handling my move themselves- as you can see from the text messages I attached. It wasnt until less than 24hrs before they were supposed to come pick up my stuff that they told me a different mover was handling it which ended up costing me $1500 more because their rates are higher.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I hired this moving company to move my belongings From Storage in ************** to ********** *****. The move was a nightmare, bait and switch, charged a price then day they went to retrieve items from storage hedemanded $2500 more, my cousin stated they were rude and could smell weed on them. My delivery was late and then I noticed items missing, I am only concerned about the unique candle stand that is not replaceable. Only I had one and my cousin that was specially made. I contacted the mover and he finally found it in their warehouse, I have text supporting this attached. For over 2 months I have asked him to ship it and all I get is no response or we are working on it. now he is telling me to file a claim, read the text, why do I need a claim when he has my item in possession. Please help me resolve this, it was a gift from my brother right before he died.number of person holding my item and refusing to ship. ***** Services ************ I'm sure the moving company I hired brokers out, and I had to venmo him the $2500 not the moving company I hired and I never received a receipt for that as well. I have called all parties and no response

  Business response

  05/24/2024

  Please understand the scope of the situation. We are a moving brokerage company. The customer, ***************************, job number ********, signed and agreed to the terms and conditions outlined in the contract. It is clearly stated multiple times that we are a moving broker, not the actual moving company performing the pick-up and drop-off. When you signed up with us on March 6, you provided an inventory that consisted of an estimated three-bedroom house, totaling ***** cubic feet. Therefore, we provided you a price based on an average three-bedroom house. However, when the movers arrived, there were more items than the estimated cubic footage. This is a binding moving estimate. Please refer to the pictures above; they include the signed and agreed-upon contract.

  
  

  Customer response

  05/24/2024

   
  Complaint: 21752494
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer response

  05/26/2024

  The delivery company has my property candle stand that is very expensive. I paid for it to be delivered with my load. It's on the inventory list. Last week they said they have it and will ship it to me if I pay for the shipping. It I'd thier fault they didn't load it from thier warehouse. They are responsible to have it packed and insured and shipped to me. I want this shipped ASAP they have had it for months. I paid united to ship my household. It is thier fault for hiring a company that doesn't complete delivery

  Business response

  05/28/2024

  Ma'am, please understand that we are a moving brokerage company. As stated in the contract you signed/agreed to, we are not liable for any damages or lost belongings during transportation because we are not the company actually handling your furniture. After receiving your complaint, we reached out to *******, the ******* in charge of your move. He spoke with you and was supposed to send you something in the mail. It sounds like they can handle the issue, so please understand that we are in communication with him and trying to get it settled so he can follow through and get it mailed to you. Additionally, you have the standard cargo insurance of $10,000. This insurance compensates $0.60 per pound based on the actual weight of the item. For example, if a candlestick weighs 60 pounds, the compensation would be $36. This example is just to give you an idea of how the standard cargo insurance works.

  
  

  Customer response

  05/28/2024

  I want to see a reciept with tracking number and insurance on this item, iron candle stand. This item is very important to me. For months they said they would ship it. Once shipped and received I will respond satisfied. Again it's not missing, I want the item not a claim.

  Customer response

  05/29/2024

   
  Complaint: 21752494
  
  I am rejecting this response because:   Date Sent: 5/28/2024 4:10:31 PM
  I want to see a reciept with tracking number and insurance on this item, iron candle stand. This item is very important to me. For months they said they would ship it. Once shipped and received I will respond satisfied. Again it's not missing, I want the item not a claim.
  
  Sincerely,
  
  ***************************

  Customer response

  06/05/2024

  I have not received my unique candle stand that is very expensive. As they responded ******* was to ship it to me since they left it in their warehouse in ***** and did not deliver it in March to my apost Falls ***** home. I paid over ******. The item as you seen in the text is at the warehouse and it's **** and still not shipped I will have to press charges for theft if this is not resolved. How hard is it to ship my possession to me that they were paid to deliver

• Initial Complaint

  05/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Items were delivered May 3rd. Every single one of my items delivered was damaged and boxes broken and torn. From the beginning I had issues getting anyone to call me back with any type of update in regards to where my stuff was at. They advertise themselves as a family owned company with transparency. They had none of that when I asked for answers. At pick up (April 11th 2024) I was told my things would arrive about a week later April 19th. They never did and when I called to ask about information nobody called me back or answered my questions. I have additional pictures of my boxes damaged, I bought expensive storage boxes that are all ruined.

  Business response

  05/06/2024

  Hello, firstly, I apologize if you feel that you haven't received adequate assistance. Please note that as a moving brokerage, when issues or damages arise, we must contact the carrier assigned to your move, who transported your belongings from ********** to *************, covering a distance of 3101 miles. ********* to the contract provided, you have standard cargo insurance of $10,000. Compensation for damaged items is calculated at $0.60 per pound, as outlined in the contract. We recently sent an additional email to New life Relocation, the moving carrier assigned to your move. If you haven't already, we urge you to contact them to initiate the claim process, as they handle furniture-related insurance claims. While we will follow up with you after sending this email to initiate the process, please understand that once the job acceptance form is submitted and evidence is assigned, New life Relocation assumes ownership of your file and is responsible for the relocation process. We will ensure to liaise with them and keep you updated on the progress of your claim. 

  
  

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For starters, this is NOT a moving company, they are a BROKER (which was never disclosed while speaking with the agent). We were told they are a veteran owned and operated moving company. They even went as far as to tell us "we have a port in your city as well as the city you are moving to". Everything seemed like it was adding up, they beat any rate we were quoted by hundreds of dollars, assured us they would be handling everything, they do that route all the time and would probably even do it in fewer days than initially quoted, etc. Red flag1: they RUSH you to sign the contract, within 20 minutes of being on the phone to get a quote I was being told if I didn't sign and pay right then and there I would lose out on the rate. Mind you, they are texting me info, knowing I'm on my cell and trying to do all this at once. So thinking I am going to miss out on a great deal I sign and send payment. Only after I send that I get the contact which has our moving date the FOLLOWING day (remember that, it's important later) that was red flag2. Red flag 3: the inventory I gave them they vastly under quoted the size of (I told them I had about 20, 27 gallon tubs they took it upon themselves to put the dimensions as 16x16x16, when they are closer to 15x20x30) so I would be charged more once everything was packed. Red Flag 4: when reading the contract I finally saw they are a "broker" not the moving company that supposedly does the route "all the time". After all these red flags started popping up I immediately contacted them to cancel. They got back to me the following Monday, telling me I could not cancel or get any kind of refund because it was within 2 weeks of my moving date.. I told them from the start I was moving 7 weeks later and they lied that I was moving the next day. Now after speaking with at least 4 different people they are willing to give me a refund of 85% and keep their 15% broker fee.. even though their contract states I have 72 hours to cancel.

  Business response

  05/08/2024

  
  **************************;<***************************************> 12:29?PM (0 minutes ago)
  
  
  to me
  
  
  
  
  
  
  
  I want to emphasize that United American Moving and Storage has fully agreed to refund this client. They are unhappy due to the -15% processing fee, which is beyond our control, and we do not profit from it in any way. Also, in the other negative review on your account you said 15%, now you are changing it to 20% 
  
  
  
  THIS IS THE AGREEMENT YOU SIGNED ON APRIL 19. AS AN ADULT, YOU MADE THE CHOICE TO SIGN IT AND PAY THE DEPOSIT. YOUR NEGATIVE REVIEW APPEARS TO STEM FROM DISCONTENT OVER THE 15% REFUND DEDUCTION. IT'S PUZZLING THAT YOU EXPECT US TO FOLLOW THE AGREEMENT YOU SIGNED WHILE DISAGREEING WITH THE -15% REFUND POLICY.
  
  Electronic Signature:
  I hereby confirm my signature on the following document, and Agree to all "terms and conditions" in this document.
  
  ALL CANCELLATION REQUESTS MUST BE SENT TO ********************************** WITHIN 72 HOURS OF MAKING PAYMENT. SHOULD THIS AGREEMENT BE CANCELLED BY YOU AFTER 72 HOURS AND/OR A CARRIER IS ASSIGNED TO YOUR MOVE, ALL SERVICES ON BEHALF OF UNITED AMERICAN AND MOVING AND STORAGE WILL BE CONSIDERED SERVICES RENDERED AND THERE WILL BE NO REFUND FOR OUR FEE. IF THE MOVE IS CANCELLED WITHIN 72 HOURS OF PAYING OUR BROKER FEE, UNITED AMERICAN AND MOVING AND STORAGE WILL KEEP 15% OF THE DEPOSIT FOR PROCESSING FEES.
  
  
  
  
  
  Document Emailed On: Friday, 04/19/2024 02:49:38 PM (ET)
  Document Signature Name: *******************************
  Document Signature Email: *********************
  Document Signature Date: Friday, 04/19/2024 02:52:53 PM (ET)
  Document Signature IP Address: 104.28.111.148
  Internet Browser: Safari
  -----------------------------------------------------------------
  
  
  
  
  
  Hello,
  
  I want to address the recent situation regarding the move that didn't happen. On April 19th, you signed up and made a significant deposit. Today is April 22nd. As stated in our contract, there's a 72-hour window from the deposit time to request a cancellation, with a 15% deduction for refunds. As a business, we incur costs for refunds, similar to payment processing costs.
  
  We've informed you that we're refunding your $667.62 deposit, minus 15%. It's puzzling why you left a negative review when we canceled your move and informed you of the refund process. You hadn't moved with us; you were only signed up for 72 hours.
  
  I understand leaving a review if you hadn't received your deposit back, but we've been in daily email communication. Even ******, your agent celebrating his son's birthday at ************, took time to resolve this. Despite issues, we offered to correct them, refund, and rebook. Until you found out about the 15% deduction, you agreed.
  
  You never moved with us, and we assured you of a refund. However, an immediate refund isn't feasible. We requested the standard 24/48 hours, like ******* returns. It's disheartening you left a negative review based on procedural requests beyond our control.
  
  Best wishes with your relocation.
  
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On February 6th, I contacted this business to procure a long distance moving company. I specifically asked ***** via text message (included as a jpg) if they were a moving company or a brokerage. I was told they were the moving company. Had they been a brokerage, I never would have given them money or signed a contract with them. They lied! They are a broker and I found out the day another moving company came to pick me up on February 29th at 6PM! I declined services because I was also informed at that time that my things would be loaded / unloaded no less than 2 times. These people are deceptive and thieves!

• Initial Complaint

  04/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ******* and ****, these are the people I've contacted after ***************************** and I finished signing the contract. It's very hard to get a hold of these people. They said that they are only the broker and nothing else they can do to help finishing the job. ******* should contact me regarding this matter, but I have to wait for days to hear from them. I understand that I am not the only customer they have but THEY NEED TO MAKE AN ACTION REGARDING MY MOVE. They are the one who contacted MNS Transport for my move but unfornately my belongings haven't arrived yet. Me and my kids are sleeping on the floor for the past month, because they failed to live up to their contracts. Imagine if you're in my situation, I feel sorry for my kiddos as they have to suffer from these people. If you have a conscience, you will do an action.

  Business response

  04/11/2024

  Allow me to clarify the sequence of events regarding your move. When you signed up with us on February 2, 2024, your first available pick-up date was February 15, with a backup date of February 16. As a moving brokerage company, it's important to note that this was outlined in the contract you signed multiple times. We engaged MNS Transportation to handle your move from ********** to *********, and they successfully picked up your belongings on February 15th or 16th. Given the distance of 1915 miles, the **************************** allows for a delivery window of 14 to 21 days from the first available delivery date. Upon picking up your items, MNS Transportation legally had this timeframe to deliver your belongings. While I understand your dissatisfaction with the delivery time, please know that we made efforts to keep you informed whenever you reached out about the status of your delivery. However, as a brokerage, we rely on a separate company for the actual transportation, which can sometimes lead to delays beyond our control. Additionally, because your move was offered at a discounted price of under $2000, your belongings were not transported on a single truck directly to *********. Instead, they were first brought back to a warehouse and then loaded onto a different truck heading to *********. This process took longer due to the need to wait until the entire truck was filled, given that your belongings only occupied around 300 ft., equivalent to a studio apartment. I understand that the delivery time exceeded your expectations, especially given your request for delivery within seven days, which was not feasible given the circumstances. However, I want to emphasize that we did successfully manage to complete your move within the ****************************'s specified timeframe. Regarding your negative review, I apologize if you felt misled about the delivery timeline. Our intention is always to provide clear and accurate information to our customers. If there are any further concerns or questions, please don't hesitate to reach out.
  
  
  
  

  Customer response

  04/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution not satisfactory. There responsibility to contact me or MNS Transport to bring our belongings here. They are the one needs to be in contact with me and MNS Transport.
  
  Sincerely,
  
  *****

*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. ↩