Complaints

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Inflated amount of Contract when I was contacted by ***************** Appointment person by almost $4,000. He said whoever gave me the estimate was incorrect and way under what they would need to move my contents out of a 8 x 16 storage container. I read them #9 line that this was a binding contract not to exceed the estimated amount. The person talking to me did not go over what was in my contents to move but immediately went to wanting me to pay the additional amount. I told them to cancel my move and I wanted a refund. I included in the document submitted their response on why they could not refund my down payment, which makes no sense.

  Customer response

  11/30/2023

  Have you had any response from this company?  *************************

• Initial Complaint

  11/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Below is the info I sent to US Moving Group on 10/21/23 outlining my issues when I became aware of them. Relevant documents are attached. I am still missing over 20 items from this delivery AND most furniture was damaged during the moving process. It's been a nightmare from start to finish.Back in July, I booked a move and provided a clear description of the size of the apartment (a 3-bedroom unit) and the expected contents to be moved. This was as accurate as I could be at the time considering that I had not yet started packing everything. Despite the list of over 300 items and boxes, the estimated cubic footage was 527. As I had provided a reasonable estimation to your team, I assumed this was a space that would be well able to contain our items. Upon contacting the driver yesterday, he seemed surprised that we were in a 3-bedroom apartment as he had been told this would be a small move. He hadn't even arranged any assistance for loading the truck. After delays from not being able to find loaders, he arrived at our apartment and informed us that to transport everything, we would need to pay more than $2,500 MORE than the quote estimated to us originally. The remaining balance was supposed to be approximately $1,400 and is now over $6,000. When I agreed to the contract, I was told we would have an entire 26-foot truck, that this was the price we would be paying, and that delivery would be anywhere from 3 to 7 days after pickup. Now, I'm being told we're splitting a truck, we need to pay several THOUSAND dollars more, and the delivery could be up to 21 DAYS later. None of this is acceptable. If I'd known this, I would never have booked this move. We absolutely cannot wait nearly a month to have our belongings delivered, and the mistaken estimation costs are absolutely unacceptable. Finally, when I tried to CALL you to talk to someone, the hold lasted for over an HOUR. As I write this, the current time is 1 hr, 20 min. I've attached a screenshot to verify.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On August 14, 2023, I spoke with *********************** at US Moving Group who convinced me that I use their services for my move. He told me that my quote would only be available for a short time, and encouraged that I provide the deposit. He walked me through the contract -- 'the important parts' -- and I gave the deposit. After doing so, I looked up additional information about the company and about moving companies in general and I became convinced that it was a fraudulent company. I emailed to request a refund as it was within the 24-hour cancellation window. *********************** then contacted me and convinced me that the move would go smoothly and that I could trust him. He went as far as to say that I would be able to contact him throughout the day of the move on his cell phone. Prior to the move, I reached out to the company to get an estimate for when they would be arriving. On the scheduled date of the move, August 28, 2023, I contacted customer support to ask when I could expect the movers to arrive, and the person I spoke with said that no one had been dispatched for my move. She said she would get back to me about when they would arrive, and never did. **** was unavailable by cell phone. On the following day, I still had no information about when movers would arrive, and I made other arrangements because I needed to be out of my apartment. I requested to be refunded for my deposit on August 29, 2023. They never responded to my request, and they have not refunded me my deposit of $925.84.They also claim to have Better Business Bureau accreditation on their website, and based on the BBB website they do not.

• Initial Complaint

  10/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On September 17th, 2023 I was contacted by US Moving Group in response to a request for an ESTIMATE to move from ** to NM. I didn't have a "move to" address or a moving date because I was still looking for an affordable place. I spoke with *******************, Customer Rep.. ** was an excellent salesman. ** convinced me that I could secure the estimate by making a deposit of $687 and when I decided where I was moving to and when I could just let them know up to a year. After I got off the phone I realized that I had made a mistake and had been caught up in the moment. I called Customer Support 2 1/2 hours after e-signing the agreement as required by their policy. That was well withing the 24 hours the required. I canceled it and they assured that my deposit would be refunded within 14 business days. It has been way over the 14 days and still I have not received my refund. I have contacted them several times and they always have another excuse. I do believe I have been scammed and am the victim of Fraud. Please help me recover my deposit. I am a 71 yr. old female retiree living on social security and I cannot afford to lose money like this.

• Initial Complaint

  09/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I filed a complaint against this business approximately 3 weeks ago regarding being quoted **** for a move from ********** to *******. When the movers arrived they turned around and said the items would not cost ****. I have not gotten a refund of my deposit nor heard back from your organization regarding this matter.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  We contacted US Moving Group to facilitate a pick-up and delivery of property from *******, ** to our home in *****, **. The customer support, driver,others we initially spoke to haven't returned calls, texts;or emails from myself (******) or *****. We have attempted multiple times to get ahold of anyone VIA the above,no resolution. They didn't arrive within the date ranges provided by the company, we called, never had calls answered- just music for most contacts,holding for 40 minutes or longer. We would hang up,call again. Two times we did get someone after holding for at least 40 minutes. Her name was ******, we were told that she would contact the driver, or a representative who could assist us. We only got one call,from the driver approximately a week before pick-up. Which the dates given by him were not met. A family member met the driver at 8-8:30pm on 8/19.Initial times were 8/17/23 then 8/18/23 range of 10am to 5pm.No call or email, text was received communicating a change. The date of 8/19 pick up at 8-8:30pm was a very stressful and confusing situation for our family member.The driver, 2nd man told my brother in law that he was going to have to pay an additional $800.00 on top of our agreement. I have attached a number of documents, photos to show. I do have a number of texts from myself and spouse trying to contact someone who could help. We've never gotten our property, belongings and never had an attempt or any communication from US Moving Group since pick up on 8/19/23 by the driver ***,*** or the company, support. We did pay half of the $2920.00 prior to pick up. The second half was then supposed to be split into two parts- part at pick up, remaining at delivery. What the driver said owing another $800.00; we didn't agree to. I've provided photos of the truck, how it was loaded.We would just like to have our belongings, and willing to pay the second half $1330.00 upon delivery of our property, AND in good condition.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Placed a deposit for a moving company, cancelled on the 2nd of August, within the 24 hr period via email. Called on the 7th to verify refund was told it would take 7 business days, It has now been 15 business days and each time I call to follow up they make up some BS lie about it being it process and itll take 14 days, on the 22 when I called I was told it would be in my account by the end of the day, it is now the 25th and Im being told itll take 4 more business days.

• Initial Complaint

  08/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was quoted a price for a move. Every item I wanted to move was documented and required no special handling. After physically looking over the items (some of which was LESS cubic feet than items quoted) the workers called their boss and the price tripled. They would only take a mattress and box spring from ***** to ***** for $2100. Upon speaking with a manager I was advised the representative I spoke to (******) made a mistake but I could not get a refund of my deposit of *******

• Initial Complaint

  08/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On July 3, 2023 I called to get a moving estimate from them. Moving from **** to *******, **. I was so impressed by the Service of a ***** that I post-dated a payment of $924 for August 22, 2023.They only do out of state moves and it turns out I'm staying in CA.For the last week I've played phone tag with ***** in **************** requesting an Email Confirmation that I will indeed, Not be charged the $924, he claims that his "Manager" ****** will get back to me.Not only has she not called but when I call back he asks me to stop calling, claiming there's nothing that they need to do and intentionally hangs up on me!Also, when I call their direct line, a secondary # Then calls Me?!The # shows up as Locksmith Svc and is listed as **************.It's as if they know you're calling them. If you hang up on that #, they then answer your call.This company is a Sham, is only 3 months old and is completely dishonest.***** no longer works there as I'm certain he quit.I had to put a block on my account with my bank in case they still attempt to take the funds from me; they refuse to send me an email stating that they Won't- so I can only assume so.Do Not give your money to this terrible "company". They are NOT legit & more importantly, not Honest with you!

• Initial Complaint

  08/02/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I entered into a contract with US Moving Group on 6/11/2023. The contract stipulated that I had until 6/25/2023 to cancel for a full refund of my deposit. I cancelled the contract on 6/19/2023.To date my deposit has not been returned despite me contacting them multiple times. Each time I am given the run around about my deposit being returned or in process. In addition, this business lists themselves as being a BBB accredited business on their website, but according to you website they are not BBB accredited.

  Customer response

  09/27/2023

  RE: COMPLAINT #: 20411200

  Thank you for your response, I did receive correspondence directly from the company and they have issued me a refund. You can close the complaint as respolved

   

  Regards, 

  ***********************

*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. ↩