ComplaintsforUS Moving Services, Inc.

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted American Vanlines to pack my household goods for storage. The agent I spoke with understood the requirements- pack and store in a controlled climate facility. There was so much confusion with their American Vanlines customer service, quality assurance and dispatch. The pack and pick up was delayed because of a weather event which I understood. But I had to reach back out the the moving company to get the process started again. They told me to send them pictures. Finally a driver was assigned who showed up at my house on August 10th 2024. He had to find a crew. He said he would be at my home at 8am on the 11th. The crew was here but the truck driver did not show up until an hour later. He brought wet/smelly wrapping and the truck was filled with trash. I took pictures. The driver does not know where he is supposed to take my household goods for storage. His orders state TBA. Every time I speak to the customer service representatives at the company, there is a different story and the price changes. I want my personal effects stored in climate control storage as I ordered when I contracted with American Vanlines. I also expect some form of financial relief for the unprofessional way I was treated. Ive paid over $8,000 so far. The job number is *******.

  Business response

  09/05/2024

  After reviewing the compliant it listed within the complaint itself that the carrier contacted was that of American Valines. We have not offered any services to the customer ********* Street.  We have no affiliation with ******************************************************** As stated, we do not have anyone by the name of (********* *******), in our operating system. 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a 63 years old retired woman. I was approached by US Moving Group representative, ********************* after I requested a quote for my move on April 8, 2024 on line (******************************* company who ended up selling my info to US Moving Group which is now supposed to have merged with United ******************************* I was specifically requested for a 26 ft moving truck and I was quoted $6,279.89 to move a 4 bedroom home with formal dining room, formal living room, and a family room, and kitchen from ********** to *****. At that time, I was not even home in **********; was in ***** to get my newly purchased home ready for the move. I was told to give a general ideas of the major items I have to move, I told them I dont have all the details, I just know that I need a 26ft moving truck because thats what it said I would need to move that big of the house. They told me that I could always update my itemized details and they will scan the codes at the time of pickup, so that there is no need to worry that my household items would get lost. To reserve the 26ft moving truck, I need to put down a deposit of $1,494.Today, they have a **************************** representative contacted me to confirm our move and finalized details on the household items to be picked up on the 8th of April. After I gave them an update, they put me on hold and then came back online saying that they have recalculated and I now in order for me to use the entire truck space of the 26ft moving truck, my price is now over $9,000.I told them, I was quoted $6297.89 for the 26ft moving truck, why am I being charged for more. I told them that is not supposed to be the case. They can bring ********************* on the phone to confirm what was promised to me. ***************** up on me.Now they threaten me that because I refuse the ***************** offer of higher prices, they are now keeping my deposit, and I have to find another company in a short time for my move. Evidently, this is their normal practice by misrepresenting their services, knowingly and fraudulently mislead their customers so that they can keep the deposit if their customers chose not to go with the increased price.

  Business response

  08/30/2024

  This customer carrying the case -********* - is not in our system as a confirmed reservation, nor there was no information related to this particular customer located in our **********************. We do not have an employee by the name of ********************* or **** working for our organization.  After reviewing the operations calendar for the month of April, it was determined we did not confirm any reservations serving the State of California.  However, I would like to mention that there are several companies operating under the name of US Moving Group.  

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Organized a move that happened on 01/18/2023. The job# is SW5980747.On pickup day their people were an hour or so late for their own time frame and then it took them about three weeks to finally deliver my things to *******. However, in transit they damaged my filing cabinet and my couch was missing. When I e-mailed about this they sent me a link to a complaint resolution company but after following all the procedure they apparently denied me being their customer to the claims adjuster and so it got bounced back to me. They have yet to acknowledge this or reach out with any kind of resolution thus far.

  Business response

  02/22/2023

  February 22, 2023
  BBB
  Reference: ************************************** - 19441387
  
  To Whom It May ************** apologize for any inconvenience.  Regarding the issued complaint, the information provided by the customer listed in the complaint is not totally accurate.  Once a reservation is confirmed, it then is scheduled for service.  The timeframes assigned are usually in three-hour increments, for the drivers to arrive at the origin to render services.  However, there are times when the drivers may become delayed. For example, there could be a problem with immediate traffic conditions,or the previous customer needed additional ********************.  Unforeseen mechanical problems, etc.  The time frame schedule provided is an estimate.  We do attempt to meet all communicated arrival windows, but the communicated info is an estimate. 
  Regarding, the complaint of the claim form being kicked back, is not correct.  We received the claim form along with color photos on February 8th, 2023.  Our office returned an email acknowledging the claim information had been received and is being prepared for processing.  The **************************** regulates the claims processing ******.  Once a claim has been received, there is a grace ****** for processing of 120 Business Days,to reconfirm the claim form was received and that the customer is aware. 
  
  Thank you, here...

  Customer response

  02/25/2023

   
  Complaint: 19441387
  
  I am rejecting this response because:

  Although it is true that delays can happen, it was still quite significant. Further, I never received an email acknowledging the receipt of photos and never sent them directly to the company but to the claims adjuster they referred me to, who after going through his process informed me that the company had denied me as a customer.
  
  Sincerely,
  
  *************************************

  Business response

  02/28/2023

  February 28, 2023
  BBB
  Reference:  19441387
  
  Again, our mutual customer is providing false information.  Once the claim information was received an email was forwarded to our mutual customer to acknowledge that the claim information had been received.  See insert dated 2/28/2023: 
  002  02/08/2023  2:59 PM
  ******  ****************************  Received Claim Email
  
  The claim itself was processed; the resolution was mailed via standard.  The claim itself was not denied as the customer has stated. However, we will continue to assist the customer with all issues or concerns. 

  Customer response

  03/01/2023

   
  Complaint: 19441387
  
  I am rejecting this response because:

  I am not providing false information, here are the e-mails referenced where the claims adjuster informed me that they'd denied me as their client.

  Also included is the e-mail where they refer me to said claims adjuster. Either they denied me being their client or the claims adjuster is mistaken but when I asked him to double check he just kept saying they'd denied me as their client. I cannot include e-mails confirming that something was being done about my claim from Safeway as I never received them. The closest I came was a phone call asking me to forward the notices from the claims adjuster to them, but I never got any acknowledgement that those were received either. If the company is doing something about my claim then that is great but I need more information than just silence on their end.
  
  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. ↩