ComplaintsforUnited States Moving Service LLC

• Initial Complaint

  06/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 7, 2022 I contacted this broker to assist with moving my household items from *********, ** to ******. We came to an agreement and the first estimate given to me was $7635 and I was required to pay a deposit of $3000 which was paid in 2 payments on Dec 7 and Dec 11, 2022. I received by email a bill of lading for the estimate on Dec 9. On Dec 11, I called back in to cancel my transaction after reading some reviews of this business. I spoke with ***************************, and he and his boss "*****" assured me that they would be with me every step of the way throughout this move. So I decided to move forward. Then on Jan 24th, I received another call from USMS to review all of the items that were going to be picked up on Jan 27th. I had added a few items and my new estimate went from $7635 to $13975 .. another $6340 in charges and I then owed another $3150 in deposit. And I was also told that I would have to have a payment by cashier's check for the mover (Roadrunner) in the amount of $6050 when they arrived on Jan 27th. Which I did and paid. On Jan 27, 2023, Roadrunner Transit came to my home to collect my items. They were in unmarked truck and trailer to take my items. I commented to the gentleman that was in charge that I thought it was odd that they didn't arrive in a "Roadrunner Transit" vehicle. He told me that they were an outside hire that were just there to collect and pack up my items and they deliver to a warehouse where my items would then be transported to a barge to take my items to ******. After everything was loaded up, I then was presented with a new estimate that increased to $18475, which was another $4500 on top of what had already been quoted by USMS. I called USMS telling them about the difference and all they could say to me was that their number must have been way off and that all I could do was to have them unload my items and leave. I was also told that I had to pay another $2000 to Roadrunner that day in order for them to take my items. It's been 19 weeks through today and I do not have my items nor do I have any support from USMS or Roadrunner. There is no urgency and Roadrunner emailed me on May 8 stating that my items had arrived in ****** and gave me a delivery date of May ***** and that I owed $4500 that needed to be paid before delivery. I've paid and to date (June 9, 2023) I have nothing and no ETA.

  Business response

  06/19/2023

  To whom it may concern,

  I have also responded to the customer directly through email.  This move has been serviced and delivered.  We have held out contractual duties.  

  Per section 5 of the signed agreement it states, any additional services (space, items, long-carry etc.) will result in additional charges.  

  Upon pick up customer signed a bill of lading with the carrier.  We are not responsible for the tangible part of the move.  Our services were rendered  upon arrival of our carrier.

  I hope this can conclude this situation and please the customer.

  Thank you

   

  Sincerely,

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

• Initial Complaint

  04/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hired this company to move my family from ******** to *******. Did a no show 5 times. Charged my credit card for **** and then called us and said that we would have to pay cash or Zelle when the guys showed up. Who would do this! Total scammers!

  Business response

  04/21/2023

  **************************; / To whom it may concern,

  There were no emails sent to the billing department or the manager to discuss this situation.  We were never given the opportunity to get customer picked up.  ********************** is in real time, and due to weather and road conditions, etc, there is no way to guarantee a trucks exact arrival.  The customer refused to be picked up.  This move was reserved and demanded pick up all with a two weeks time period.  Considering this is in the mountains in ********.  

  We have no problem setting up your move.  And getting it taken care of for you.  If that is something you will consider, please send an email to the customer ********************** department.  

  The billing department was never sent an email regarding cancellation of this move.

  Thank you and have a great day 

  Warm Regards,

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

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was quoted a price from moving . Then when the day of the move came it was three times the price I was quoted. Then I was told that this is a broker and had nothing to do with the actual movers. I spoke multiple times to this United States moving not once did they explain to me that they were not the actual movers. I was very worried about the estimated cost because I told them serval times I have a lot of stuff and big furniture. I find out on the day of the move that the estimate is wrong and I have to pay more money three times more. Im a 65 year old lady 2 months out of back surgery and Im not wealthy. I couldnt get the entire amount and during the loading and packing the price went up again. I took all the money I could get and gave to the actual people that were there although I had paid the United States moving money as well. So fat the move that was supposed to be $9210.00 is going to cost $1874.09 so not three times but twice. I just got two calls stating that they have to use two trucks and shuttle to my house because they cant get a tractor trailer to my house. Im going to have to pay more for that. I dont understand how that this broker gets my money and has no responsibility, the movers also use the contract to increase the amount I have to pay. I really think that it was fraudulent for the broker not to explain how they worked and what was going to be expected from me. I think that they should refund the amount of money that I have spent with them so that I can pay the actual movers. This is such a horrible situation. I feel like I have been raped over and over from these brokers and the movers. It never ends. I feel like they have taken everything thing from me. Im in a desperate situation and each and everyone of them is trying to get every last ***** I have.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am disabled and ** moving service said they would move my apartment, me and my cat from ******* ** to **** ** for $4000. I gave them a $2000 deposit and 10 days before the move the moving company they broker to said they may not be able to take me and my cat. I asked USMS for a refund but they said they cannot. They lied about the service they provided and now realize theyre only a brokerage and had no authority to claim they could take me with my furniture. All I want is my deposit back. My brother is moving me now.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On April 28th 2022 I paid United States Moving Service $1,250.00 to move my stuff out of my room in the barracks on *********************** to my new residence in *******, per our signed agreement on April 19th. During our initial phone call on April 19th I specifically asked if they could get on a military base without me because I already left for *******. They assured me it wouldn't be a problem. United States Moving Service called me a second time on another date to confirm if the address was on a military base. I answered that it was, and I asked if that was going to be a problem, they again, assured me it wouldn't. The night of April 27th United States Moving Service took my payment, but they did not arrive on April 28th per our agreement. I can only assume it was because their drivers couldn't get on base. There was no attempt on their end to reach out to me and say that they wouldn't be continuing the service, or to meet at a later date with a driver who could get on base, or have me have a friend meet them at the gate. I attempted to email ********************* (the representive I initially signed the agreement with) multiple times about what had occurred, but I've never received a reply back. I did receive an email back from their ******************* about how I wasn't eligible for a refund because I didn't cancel within two days of our agreed pickup date. Why would I cancel if I didn't know they couldn't get on base? Reference number: *******

• Initial Complaint

  12/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  12/01/2022 United States Moving Services will hound you to get your business and when they cant deliver no one will respond. The salesperson ************ told me my delivery would be completed in 2-4 days depending on weather. Nonetheless, I spent 14 days in empty home with nothing but what was in my suitcase and none of my work from home equipment, which also cost me multiple days of PTO. Customer ********************** and communication was terrible, emails have yet to be answered weeks later, and when I spoke to the customer ********************** team, and they didnt have an answer to basic questions they just hung up on me. I asked the customer ********************** manager ***** what they were going to do to compensate me, and she told me Nothing.

• Initial Complaint

  12/17/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I made a deposit of $1,538.00 in October 2021 to ****** of USMS (United States Moving Service) for our 2 days move from **************. to a **************** in *********, ** in 12/21. When the move in date came, USMS did a NO SHOW w/out any form of communication to us the reason for the company's NO SHOW. I left numerous voicemail messages for 2 days to let the company know of the their NO SHOW but w/ no response whatsoever. Finally, I was able to talk to ****** & told him about their company's NO SHOW. ****** did not offer any solution or tried to rectify the problem in our move but instead refused to reimburse me back my deposit because he said I cancelled the order which I did NOT in any way, shape or form. In this regard, I am requesting your agency's assistance in getting back my deposit of $1,538.00. I have the check in the amount of $1,538.00 that I can provide however I do not have the copy of our contract because my desk top where I had the contract is no longer working I thank you in advance for your kind assistance and look forward to hearing from you regarding my complain. Thank you very much -I remain,******************************

• Initial Complaint

  12/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I originally hired this company to assist with a move. Immediately after making the deposit and seeing reviews and even talking in more depth with the account manager, I felt this company was not all it said it was and felt I needed to cancel. I was hiring them to help my elderly parents and didnt feel comfortable with the new information I discovered. I was within my window to cancel. I emailed the email they said to, called multiple times over the next few days and no response. I finally called my bank and had them help me. After 2 months of thinking this was resolved, they charged me the deposit again. Im a single mother of 2 and cant afford this. Every one involved refuses to help and if they would have followed through to begin with, this wouldnt be happening. We didnt use their services but they refuse to issue the refund or help. Now my bank is saying I need to work through them. A single mother out $1300 because they would rather hurt customers than help. I didnt feel comfortable with them moving my parents and they should respect that. I did my part and they should be honoring of theirs.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On November 12th, 2022, we scheduled an out-of-state move from *********** ** to ************* ******* area, with *************************** at United States Moving Company for job number M5241684. ******* stated this was a veteran ran company and my boyfriend who is a retired and disabled military veteran thought this would be a good company to use for our move. We were quoted $6939.00 for roughly **** cf. I then paid $2639.00 as a deposit and scheduled or move to be on 11/30/22. On 11/29/22, we talked to *************************** at United States Moving Company, and at this time he changed our estimate to $12539.22 for **** cf. A second deposit of $2200.00 was then paid. The commitment was to pack the **** cf of belongings which included packing and packing materials in the quote. On 11/30/22 when the movers from ************ came, they said it would not be the remaining $7500 and that it would be nearly $30,000. We discussed this issue with ***** who is the manager at United States Moving Company to obtain a resolution. Her suggestion was to pay the current movers (************) or let her reschedule with another mover. She also stated that she could not refund us any of our deposit because the money was gone. We asked several times what it went towards, and she said administrative fees. I was like seriously, $4800.00 for that? We spoke with the boss of the moving company and decided to go with the original quote of $6939.00 with the movers taking **** cf. We were told different things by the above-mentioned people at United States Moving Company that the price would be reduced. The moving company, ************, honored our deposit of $2600.00 and charged us another $4000.00 for the **** cf. The Insta-movers company only took a portion of our belongings. We are now having to figure out ways to move the rest and pay for another service. All day long of the move on 11/30/22, we tried multiple times to reach employees at United States Moving Company and were unsuccessful. We would like a refund for the deposit in the amount of $4800.00.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I reserved an estimate for moving of household items. Prior to the movers arrival, the company QAQC called me to verify the items being moved. While going over the items I informed the company that I had moved a lot of items my self and the amount of items would not be the same. I was told several times that if the items moved was less than the the estimate I would be charged less. Three company officials explained this to me. On the day of the move, the movers said I had to pay an extra $600, and would be charged for the original estimated 800 cubic feet estimated, no exception. I was also told that I was required to pay extra to have my sofas, mattresses be wrapped in plastic. The contract stated that furniture would be wrapped in moving blankets, and did not require any plastic wrap. When I departed the plastic wrap the moving company said I would have to sign a release of damages or the items would not be moved. I called and talked to a company rep and explained the situation. She also stated that the estimated cubic feet could not be reduced and I would have to pay the extra charges. I requested to cancel the move as I explained what the company was doing was not right, to which I was told I would not receive a refund and loose my $1300 deposit.

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