ComplaintsforUSA Moving Corporation

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This complaint is about a settlement payout for lost and damaged items on a claim that we filed on August 14, 2023, and agreed to settle for $446 on 10/11/23 for a move spanning from 7/3/2023 to 7/16/2023. Although the agreement with the company specified that claims needed to be filed within 9 months, we contacted a representative following the move to establish a claim and we were told that we needed to submit the claim within 30 days.We were charged the amount quoted, and the agreement clearly stated $0.60/lb for any lost/damaged items. We've been promised payment, but have not received anything, even after follow-up.8/14/23 - Emailed claim within 30 days of receipt of move (with description and photos), no response 8/17/23 - Follow-up email, no response from original claim email, no response 8/22/23 - Follow-up email, no response from original claim email, no response 8/25/23 - Received a call from the compliance mgr. Reviewed the process and needed information to investigate coverage and claims process through 3rd party homeowners insurance 9/15/23 - Contacted compliance mgr to move the process forward and finalize the claim 9/24/23 - A settlement offer of $446 was made.10/11/23 - Emailed acceptance of $446 settlement.11/18/23 - Emailed the compliance mgr asking for an update, and he confirmed that no payment had been paid.12/4/23 - Followed up with the compliance mgr via email, and he confirmed that no payment had been made but that it would be paid.12/8/23 - Followed up via email asking about payment on the settlement, no response.12/22/23 - Followed up via email and phone asking about payment on the settlement. They asked that I email the settlement details to them again and that payment would be processed the following week. I forwarded it again as requested.1/22/24 - Followed up via email and phone again asking about payment on the claim, no response.1/24/24 - Phone calls go unanswered 1/25/24 - Phone calls go unanswered

  

  Business response

  02/02/2024

  Dear [Customer],
  I hope this message finds you well, and I appreciate your patience in addressing the matter concerning your claim for lost and damaged items during your move from July 3, 2023, to July 16, 2023. I sincerely apologize for the inconvenience you've experienced and the delay in the resolution process.
  I have thoroughly reviewed the detailed timeline you provided, and it is disheartening to see the challenges you've faced in securing the settlement payout that was agreed upon. I understand the frustration and inconvenience this situation has caused, and I want to assure you that we take your concerns seriously.
  I will personally escalate this matter to our claims department and ensure that immediate action is taken to resolve the outstanding payment. I apologize for the lack of responsiveness and communication you have encountered so far.
  To expedite the process, please provide the following information:
  Your claim reference number.
  Any relevant communication or reference numbers from your previous interactions with our representatives.
  Upon receiving this information, I will work diligently to investigate the status of your claim and coordinate with the necessary departments to expedite the payment process. I commit to keeping you informed of the progress at every step.
  Once again, I apologize for any inconvenience caused and appreciate your understanding. Your satisfaction is of utmost importance to us, and we are committed to resolving this matter promptly.
  Thank you for bringing this to our attention, and I look forward to assisting you in the swift resolution of your claim.
  Best regards,

  *** Movinjg Team

  Customer response

  02/04/2024

  You are asking for a claim number. However, the only number I was given for the claim is the one in the subject line of the correspondence I received from *******************************, Compliance Manager. The number is US346031 / ***-8-8-23, which includes the move number. There was not ever a separate claim number that was given. All the correspondence was given initially to reference the move number and claim information when the case was opened with the BBB. Below is the relevant reference information for this move.

  Move # US346031
  Claim Reference # US346031 / ***-8-8-23

  USA Moving Corporation
  ************

  Charlie ********
  Compliance Manager
  ************
  **********************

  Claims Correspondence (provided to BBB when opening this case)

  8/14/23 - Sent email to *******************************
  8/17/23 - Sent follow up email to ******************************* after no response.
  8/22/23 - Sent another follow up email to ******************************* after no response.
  8/25/23 - Was asked to email ******************************* to process the claim. Emailed *********************** I corresponded directly with ******* for the claim and settlement.
  12/22/23 - Called *** Moving directly, and was instructed to send email with claims correspondence to *******************************, which I did.
  1/22/23 - Sent email again to ******************************* requesting a response.

   

  

  Business response

  02/16/2024

  Dear ****

  I hope this message finds you well. Firstly, let me extend our sincere apologies for any inconvenience you've experienced in the processing of your claim with USA Moving Corporation.
  I regret to inform you that our **************** Manager recently passed away, and this unexpected event has regrettably caused a delay in our claims resolution process. We understand the importance of a timely resolution, especially during what can already be a stressful time.
  Please be assured that we are taking immediate action to address the situation. We are in the process of restructuring our claims department and training new personnel to ensure that we can efficiently handle and resolve outstanding claims. Our priority is to expedite the processing of your claim and provide you with a resolution as soon as possible.
  We understand the frustration this delay may have caused, and we sincerely appreciate your patience and understanding during this challenging time. As a token of our apology, we will be expediting your claim process and ensuring that all necessary resources are allocated to resolve your case promptly.
  If you have any specific concerns or questions regarding your claim, please feel free to contact our interim ***************** Manager, [Interim Manager's Name], at [Interim Manager's Email] or [Interim Manager's Phone Number]. They will be more than happy to assist you and provide any additional information you may require.
  Once again, we apologize for any inconvenience you have experienced, and we thank you for your understanding. We remain committed to resolving your claim as swiftly as possible.
  Thank you for choosing USA Moving Corporation, and we appreciate your continued trust.
  Sincerely,

  *** Moving Team

  Customer response

  02/19/2024

   
  Complaint: 21200576
  
  I am rejecting this response because we have not received payment, and emails and phone calls to the business are like a black hole. The claim has already been agreed to by both parties, and we are simply waiting for payment in full on the claim. I've followed up by email directly to your business email as we've been instructed to in the past, and we get no response. The most recent emails were sent to ******************************* on 2/6/24 and again today 2/19/24.

  Your most recent BBB response references contacting an interim claims manager, but their name and contact information is not provided. Either the BBB is not passing the information along, which would require you to respond using other methods such as standard email or phone, or you are using a template for your email for which you have replace those fields with accurate contact information.

  Either way, the claim information has been provided via phone, email, and BBB correspondence and you have my contact information. I'm not interested in having to reach out to someone else to resolve this settlement. Please help to get our claims in the right hands on your end to have it processed promptly.

  We will consider this resolved once we receive payment in full for the claim.
  
  Sincerely,
  
  ***********************
  

  Customer response

  03/08/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

• Initial Complaint

  10/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In September of 2023 I hired this company to move me from ** to **. They provided great excellent service and they moved me on October 8, 2023. As soon as they received payment all communication stopped. I kept calling to find out when they would deliver and they gave me less than 24 hour notice. Upon inspection of my delivery, numerous things were broken, including a dresser, a mirror with storage and numerous items were missing including my ceramic ottoman. A man by the name of ******* called me and he gave me a 30 minute dialogue about how this company does this all the time and how even with insurance they don't pay. He offered me a measly $200 after paying over 4k. I told him absolutely not and that this wouldn't cover 1/2 of my belonging. They pray of people and they make you pay extra and then they know they can break or lose your stuff and you can't do anything about it. AWFUL COMPANY!!

  

  Business response

  11/03/2023

   Dear Customer,

  I hope this message finds you well. We are writing in response to your recent complaint filed with the Better Business Bureau regarding your moving experience with USA Moving Corporation. We sincerely apologize for any inconvenience you have faced and appreciate the opportunity to address your concerns.Upon reviewing your case, it appears that you had signed a contract with us, specifying a rate of $0.60 per pound per article. We take our contracts seriously, and we understand the importance of clear communication and transparency in our services. We acknowledge your dissatisfaction with the agreed-upon rate and want to assure you that we value your feedback.We are currently looking into you experience to see if there are any additional credits we can issue to you.

  Thank you,

  *** Moving Team

  Customer response

  11/06/2023

  Good Morning,

  I am in receipt of your message.

  Please note that I am aware that I signed a contract.  However, I paid $150 extra for movers to move my dresser with items in it.  Then they weren't able to lift it and broke it.  How can you charge someone extra and then in the process break it when it's your fault. They already offered me $300 so they know they are in the wrong.  They cannot continue to lie to people and take advantage when they are moving. 

  

  Business response

  11/09/2023

  Dear Customer,
  Thank you for bringing your concerns to our attention regarding your recent moving experience with our company. We sincerely apologize for the inconvenience and frustration you have experienced during your move. We value your feedback, and I appreciate the opportunity to address your concerns.
  I understand your disappointment and frustration regarding the handling of your dresser with items inside it. We acknowledge the extra charge you paid for this service and the subsequent damage caused to your dresser. We genuinely regret that the situation did not meet your expectations, and we take full responsibility for the mishandling of your belongings.
  Upon reviewing the situation, it appears that the weight of the dresser with the items inside exceeded the safe lifting capacity, leading to the unfortunate damage. However, we recognize that you chose the standard liability insurance option, which may have limitations in covering certain items, especially when they are not packed securely.
  We have taken your feedback seriously, and we have already made changes to our procedures to prevent such incidents from happening in the future. Regarding the compensation offered, we appreciate your understanding, and we are willing to reevaluate the situation to ensure that you are fairly compensated for the damages.
  I would like to discuss this matter further with you to reach a resolution that is satisfactory to you. Please feel free to contact our customer service department at ************ or reply to this email with your preferred contact time, and we will arrange a call at your earliest convenience.
  Once again, we apologize for the inconvenience and appreciate your patience and understanding as we work to resolve this matter. We value your business and are committed to making this right for you.
  Thank you for bringing this to our attention.
  Sincerely,

  *** Moving Team

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

  Customer response

  11/14/2023

   
  Complaint: 20799055
  
  I am rejecting this response because: I have not been able to reach the company. Please ask them to call me directly at ************.
  
  Sincerely,
  
  ***************************

  

  Business response

  11/15/2023

  Dear Customer,

  The claims ***** will contact you ASAP. Again we apoligize for ant inconvience this has caused you.

  Warm regards,

  *** Moving Team

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

  Customer response

  11/16/2023

   
  Complaint: 20799055
  
  I am rejecting this response because I received a call they have offered me $300 which is $50 more than I was originally offered. In order to resolve this issue I demand the following amounts:

  $125 for overcharging bulky item when you then proceeding to break the item because ir was too heavy for you.

  $90 for damage to dresser .60 x 150lbs

  $150 missing ottoman 

  $175 broken mirror 

  $150 clean up fee of broken mirror and dumpster fee (quoted could be more)

  total: $690

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

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There are two issues regarding this moving company. One, is their obvious bait and switch policy. They provide a grossly under valued estimate based on a phone call. I told them the size of my home, family members and went through all of my items. They estimated the amount based on **** square feet. I ended up selling a bunch of items to reduce the amount to move as well. The week prior to moving, the company called and said they wanted a bigger deposit and thought that we would be closer to ***** square feet. I obliged and paid the required deposit. This brought the total cost from 1***** to just over ******. On moving day, the truck was completely loaded and I was told they had **** loaded and would need an additional truck and that extra square footage now was up to ****. This brought the cost of the move to ******. Double the original estimate. My family of 6, was flying to ******* the next day to close on our new home and didnt feel we had a choice but to oblige the payment. The second issue, the company broke multiple items during the move. They took apart a $3,000 ***** ***** table that doesnt come apart by unscrewing it and ripping the wood that was glued and sealed. The table was destroyed. The adjustable base for our bed was broken and is no longer functional. This was a $1500 item from ******* and ********. My wife and a wedding dress that was preserved and sealed. This cost about $1,000. The box is wrapped and sealed at that point. Despite that, the movers duct taped the box and broke holes in the wrapping that essentially ruined any preservation. I have photos and videos of this. I spoke with the company, which appears to be one guy named ***. I was deferred to their email. I sent the claims in multiple times with video and photos with no response, until I mentioned the BBB. At this point they said they would look into it. This was at least two weeks ago and Ive had no response. I would like the value of broken items reimbursed.

  

  Business response

  10/12/2023

  Dear **************,

  WE are currently reviewing your claim request. We are doing a through investigation to determine what "EXACTLY" happpend with your moving process. WE ask that you remain paitent during thhis process, as we will be conductong interviews with all personell involed with your move. WE will be in touch with you as soon as the process is completed. Please remain paitent as we go through this process. Your concearns are being addressed.

  Thank you,

  *** Moving

  Customer response

  10/27/2023

  Complaint: 20722023
  
  I am rejecting this response because: We have heard back from company and they have started a resolution process. Not sure if this will suffice, but hopeful. Thank you.
  
  Sincerely,
  
  *********************; 

  

  Business response

  11/03/2023

  Dear Customer,

  First and foremost, we want to thank you for bringing this matter to our attention. We understand that moving can be a stressful and significant event, and we regret that your experience did not meet your expectations.
  Upon reviewing your case, it appears that you had signed a contract with us, specifying a rate of $0.60 per pound per article. We take our contracts seriously, and we understand the importance of clear communication and transparency in our services. We acknowledge your dissatisfaction with the agreed-upon rate and want to assure you that we value your feedback.

  Thank you,

  *** Moving Team

  Customer response

  11/06/2023

  Complaint: 20722023
  
  I am rejecting this response because: No I am not satisfied. I have not received any further communication from their company. Furthermore, their gross misrepresentation of the moving cost in general is criminal. Estimating low and doubling the cost after your belongings are loaded into their trucks 
  
  Sincerely,
  
  *********************; 

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Terrible Experience with USA Moving Corporation: I recently had the misfortune of entrusting my belongings to USA Moving Corporation for a cross-country move (********* to ******), and I am utterly appalled by the level of service I received. Not only did they lose and damage several of my items, but their complete lack of communication and refusal to address the situation.Upon delivery at my new location, I was horrified to discover that several of my belongings were missing (Golf Clubs, Two TVs, Multiple paintings and Mirrors and a Rug equaling $2.8k), while others were damaged (*******, Desk, Computer Chair equaling $250). Valuable items seemed to have disappeared into thin air, leaving me to wonder whether the loss was due to negligence or something more sinister. They informed me at one point for all of my missing items and damaged items they will send me a $700 check (23% of the total they lost and damaged)... which I received after 2.5 months of my move. My attempts to contact regarding these issues have been met with not a care in the world. Numerous calls have gone unanswered, leaving me with no choice but to feel abandoned. The lack of accountability is truly astonishing, and it speaks volumes about the company's ethics and commitment to customer satisfaction. The fact that a company can treat its customers with such blatant disregard is beyond comprehension. Moving is already a stressful process, and *** Moving has managed to exacerbate that stress exponentially. I urge anyone reading this review to steer clear of USA Moving Corporation and seek out a more reliable and responsible moving company. My experience with USA Moving Corporation has been a nightmare from start to finish. Their actions have left me feeling helpless, frustrated, and deeply disappointed. I can only hope that by sharing my story, I can prevent others from falling into the same trap and experiencing the distress that I have endured.

  Customer response

  09/08/2023

  I received the $700 check that was not agreed upon but of what they decided they were going to give me... they lost many valuable items including my golf clubs, which cost around $2,000. 

  They sent me $700 which could maybe cover the lost and damaged items NOT including my golf clubs:

  Lost:

  2 TVs (50in and 24in) (I paid an extra $150 to get these boxed) - I 100% should get that $150 back as well as they stole the items that i paid extra for...
  3 Paintings (one of a bull and one of a llama and one of myself)
  2 Mirrors (One hanging one body length)
  1 Bedroom Rug (5x7)
  1 Step Stool

  Damaged:

  Dresser
  Desk
  Computer Chair
  Laundry Bin
  Shoe Rack

   

  I would like another $2,000 to replace my golf clubs.

  

  Business response

  09/18/2023

  We sent this customer a check for the damages in the amount of ****** that closes out this claim. WE will not be refunding anything else as per his agreement to accept the ******.

   

  Thank you, 

  USA Moving Corporation

  Customer response

  09/18/2023

   
  Complaint: 20570473
  
  I am rejecting this response because: they agreed to give me $700 and I was going to take anything as i thought I was out $3000. As they stole my golf clubs, multiple tvs and other items - $700 is not a fair compensation and I deserve to get the money back for the items missing.
  
  Sincerely,
  
  ***************************

  Customer response

  09/26/2023

   
  Complaint: 20570473
  
  I am rejecting this response because they stole my items and are not compensating for them.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company in June 2023 to move my property from ** to **. Upon arrival in **, several items were broken or missing. I followed their claims process for reimbursement for the items. I emailed photos and weights of the damaged items (they dont tell you when you hire them that theyre only required to pay $0.60 per pound on damaged items. As a customer, it is possible to purchase additional coverage from an outside insurance company, but they never tell you this either). I completed the claims process with their adjuster around the middle of July, and was advised a check would be mailed. I then emailed the original service rep ******************************* on 8/4/23 in regards to the reimbursement, and was advised she would look into it and get back to me. I never received a response, so i then emailed her again on 8/11 and 8/21, and still never received a response. On 8/24 I called the company and spoke with ******, who was able to view the claim and view the amount their adjuster said i would be reimbursed, and confirmed to me the check would be mailed the next week. He specifically told me if i didnt receive the check within a week, to call him back. I never received the check last week, so i called ****** today (9/5), and he again told me to wait another week for the check. When i advised him this was exactly what he told me two weeks ago, he started cursing. When i advised him i was going to file a complaint with the BBB, he threatened to not send the check.

  

  Business response

  09/05/2023

  
  I wanted to provide you with an update on the status of your claim check for the damages that occurred during the moving process. The check has been issued and was mailed today, as promised. Please note that the delivery time for mail can vary, but we anticipate that it should reach you within the next **** business days.
  We deeply value our customers, and your satisfaction is our top priority. We want to assure you that we take all customer feedback seriously and continuously work to improve our services. If there's anything else we can do to address your concerns or if you have any additional questions, please do not hesitate to contact us directly at ***************** Email/Phone Number]. Your input will help us enhance our services and prevent such issues from happening in the future.
  Once again, we apologize for any inconvenience you've experienced, and we appreciate your understanding. We hope that you will reconsider your review once the claim check is received and the matter is resolved to your satisfaction.
  Thank you for choosing USA Moving Corporation, and we look forward to serving you better in the future.
  Sincerely,
  Customer Service Team,

  **********************.

  Customer response

  09/05/2023

   
  Complaint: 20557415
  
  I am rejecting this response because:

  The businesss response is that the check was mailed, and i should receive it in **** days.  Thats exactly what they told me 2 weeks ago, and i never received a check.  Theyre telling me if i have any concerns i should contact them via email or phone.  When i called today, i was cursed out on the phone by their representative ******.  So no, the check is in the mail is not an acceptable response.  And Im still waiting to hear their response to ******* completely unprofessional conduct, as well as threatening to not send the check if i were to make a BBB claim.  

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

  

  Business response

  09/06/2023

  I appreciate your patience and understand your frustration regarding the delay in receiving your claim check. I apologize for any inconvenience this has caused you, and I want to assure you that we take this matter seriously.
  I completely understand that you've been waiting for your claim check for longer than expected. It's important to us that we resolve this matter promptly and to your satisfaction. I've escalated this issue to our finance department for immediate investigation. We will trace the status of your check and provide you with concrete information about its whereabouts.
  I understand that the phrase "the check is in the mail" may not alleviate your concerns, and I apologize for any previous miscommunication. Our priority is to ensure you receive the compensation you are owed as quickly as possible.
  I will personally oversee this process and keep you updated with the progress. If you have any additional information or specific details that might assist us in expediting this matter, please do not hesitate to share them.
  Once again, I apologize for the inconvenience you've experienced, and we are committed to resolving this issue promptly. Your satisfaction is important to us, and we value your business.
  Thank you for your understanding, and please expect further communication from us regarding the status of your claim check.
  Sincerely,

  ***  Moving Corporation

  Accounting Dept.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled a move for pick up on July 2nd (from ****** to **). At that time I was told that I wouldn't hear anything from them until two days prior when I would get a call to do a final inventory list and go over payment details etc. At time of booking, I was told I would need to schedule a backup day, so we picked July 3rd. Late in the afternoon June 30th I called the guy I scheduled through to tell him I hadn't received a call yet. He promised I would get a call before six that day. I never got a call, so July 1st I called and left him a voicemail. Then I got a call from the dispatcher saying that they needed to pick up my stuff that day. If not, they might not be able to get to me until July 5th, which wouldn't work because my condo was closing July 6th to go to the new owners. I rushed from ******** back to ****** to meet the movers, which gave me an attitude and told me how tired they were (meanwhile I changed things around to accommodate them as the paying customer when I wasn't supposed to be ********************** until the following day or day after). When they picked up my stuff that day I had picked a delivery date of July 11th. I was reaching out on the 10th to try to confirm that and couldn't get through to anyone. Late in the afternoon on July 11th I got a call from the guy I booked through to let me know that they would be there the morning of the 12th (no asking if that would work for me). I met the movers at my home and a dresser, nightstand, and desk were all delivered damaged or broken. They damaged the walls on my newly ************ and pushed furniture across my newly installed hard wood floors. The even left a smoke detector hanging from my ceiling. They weren't even apologetic. Now they want me to sign a release saying I won't take this complaint further even on social media and website in exchange for $350 dollars. They are advertising as a veteran owned company. I grew ** in the army- my dad went to **********. I have never had an experience moving like this. They are criminals and disgraceful. I wasn't happy with the service without damaging my belonging and new home, but now I am livid. They are lazy or incompetent or maybe both. I feel like they are trying to pay me peanuts in exchange for silence.

  

  Business response

  07/18/2023

  Dear *******,
  We sincerely apologize for the distressing experience you had during your recent move with us. We understand your frustration and disappointment, and we deeply regret any damage caused to your belongings and your new home. Please accept our apologies for the inconvenience and the lack of professionalism you encountered from our team.
  We acknowledge that there were several breakdowns in communication and execution throughout the moving process. The delay in contacting you for the final inventory list, the sudden change in pickup date without sufficient notice, and the subsequent damages to your furniture and property are all unacceptable lapses in our service.
  We assure you that this is not reflective of our standard of service, and we take these matters very seriously. We understand the importance of timely and respectful communication, as well as the care required when handling our customers' belongings and properties.
  Regarding the request for you to sign a release in exchange for compensation, we apologize for any misunderstanding. It was never our intention to silence your complaint or limit your feedback in any way. We value the voice of our customers and encourage open communication to address any issues that arise. We apologize for any miscommunication or offense caused by the request.

  Warm regards,

  *** Moving

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/23/2023 I hired and gave a deposit of $663.30 to *** Moving corp. to move my belongings from ********* ** to ******** ** for the quote of $3316.56. I was told my move date would be either 6/27 or 6/28/2023 to which I agreed. I was also told that the move coordinator would contact me 2 days before the move to go over any final details. On 6/25 I did receive a call letting me know that the moving truck would arrive between 10am and 12pm on 6/27. He also asked me if there were any changes to my list of items to be moved. I said yes and added 2 pieces of furniture and 20 more boxes. I was informed at that time that the cost would be $700 more and would have to provide another deposit of $170, so now the cost is up to $4006.86. I was fine with this as I did add a few items to original list.Then the moving truck came. The gentleman were very nice and worked diligently to put all my stuff into the truck. Once all my things were packed neatly on the truck the guy came over to me to collect 1/2 of the remaining balance. He at that time told me the cost would be $5805.36 with an added $1798.50. Needless to say I was horrified. He said it was because it was a 2nd floor apartment, but that info was in my original quote. I immediately call The person who gave me the original quote, of course no answer, no answering machine, so I called the move coordinator, no answer no answering machine!!! Any number I called went to a phone that just rang and rang! I had no choice but to sign the paper and give them the 1/2 money.. I tried to reach someone at *** moving corp for the rest of the day with no luck!. Finally 2 days later I reached the moving coordinator. NOT A NICE GUY!!! He let me know that he'd had a long day and was tired and the bottom line was I signed off on it!!! Since then I have called several times to get an answer as to the added cost and I if 1 of the 2 people answer I hear ..... let me look into that and Ill get back to you. I've never gotten a call back

  

  Business response

  07/18/2023

  Dear *****,,
  Thank you for bringing your concerns to our attention regarding your recent move with USA Moving Corporation. We apologize for any inconvenience or confusion you have experienced throughout this process, and we appreciate your patience.
  After reviewing your account and the details you provided, we understand that there were discrepancies between the additional cost you were initially informed of and the final amount charged. We sincerely apologize for any inconvenience this may have caused you.
  Our records indicate that you indeed added two pieces of furniture and 20 additional boxes to your original list of items to be moved.  Your original list was 84 pieces and your final ****** count was 115. As a result, there was an adjustment to the cost of your move. However, we acknowledge that there was a lack of clarity and communication regarding the exact amount of the additional charges.
  We understand that you were expecting the cost to be $4006.86, based on the information you received during your conversation with the moving coordinator. It is regrettable that the amount presented to you upon completion of the move was significantly higher. We apologize for any distress this may have caused you.

   

  Sincerely,

  *** Moving

  Customer response

  07/21/2023

   
  Complaint: 20317863
  
  I am rejecting this response because:  When the move coordinator finally called me back ( a few minutes before responding to my complain with BBB (and at least 2 weeks after I originally contacted them concerning the issue), I was told that I had signed off on the invoice so there was nothing to be done! When I told him I had no choice to sign because everything I owned was on that moving truck and I could not get in touch with anyone at *** moving corp. When I called no answer and no answering machine! I continued calling for the rest of the day to no avail.. Its sad to know that this company is willing to do this to unsuspecting consumers. Bottom line is they give you a descent quote to get your business, but once they get their money they dont want to hear from you. This is much more than an  inconvenience as they're response refers to it as. This is a $1700.00 up charge!  So no I do not except the response given by *** moving corp. They should be ashamed of themselves!!!
  
  Sincerely,
  
  *********************

  

  Business response

  07/22/2023

  Dear *****,
  We apologize for any inconvenience you experienced during your recent move. After reviewing your concerns about the additional charges, here's a brief explanation:
  Additional Cubic Feet: The extra charge for 332 cubic feet is due to variations in the estimated volume versus the actual volume of your belongings.
  Packing Fee: We understand that the packing fee might not have been clearly communicated. We apologize for any confusion.
  Stairs/Elevator Charge: The $150.00 fee covers the additional effort required to navigate stairs or elevators during the move.

  We apologize for the inconvenience caused by not answering the phone. We are working to improve our responsiveness and ensure this doesn't happen again in the future.

  We are looking into the possibility of a  partial credit for your moving services. 

  Thank you for your understanding.

  *** Moving

  Customer response

  07/24/2023

   
  Complaint: 20317863
  
  I am rejecting this response because: This make no sense. On my original quote it specifically states that this was an upstairs apartment. How can a quote be $1700.00 off? That's more than 1/2 of my original quote! When the move coordinator called me just before he responded to my complaint on the BBB site, he said "look I might be able to push and get you a $50.00 refund but that's it"  By his own admission I was charged for the stairs which was covered in original quote!  And if you call there you can only talk to 1 of 2 people, the only sales rep and the only move coordinator, only 2 people, no one else.  I just am amazed that a company who  claims to be veteran owned and operated would treat a fellow American  deceitfully like this. It's wrong!!!  
  
  Sincerely,
  
  *********************

  Customer response

  07/25/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  

  Business response

  08/09/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

• Initial Complaint

  06/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  USA Moving Corporation was hired to move my belongings from ** to ** on June 10th. I put a deposit on April 10th for $1052.75. The estimate has an "Elevator fee" of $75, but I was charged $300. There is also a "Long carry" where each additional 75ft after the first 75ft is $75. The distance for pick up was less than 75ft and the drop off was at most 150ft, so I would expect $75 but I was charged $300. The estimate has an EX BIKE line item for the exercise bike at $100, but I was charged $150. There is also a "part b" line item that does not have a description. Upon the extra fees, several items are broken and I have been emailing and calling to get a process of filing a claim but have not received a response or clear instructions. Additionally, the moving truck was loaded with all of my belongings before I received a new estimate. According to FMCSA, I should not have been charged more than the moving estimate.

  

  Business response

  06/29/2023

  Dear ******,
  
  Thank you for bringing your concerns to our attention regarding your recent move with USA Moving Corporation. We sincerely apologize for any inconvenience caused by the discrepancies in the charges and the lack of response regarding your claim.
  
  We understand how important it is for you to have a transparent and accurate billing process, and we apologize for any confusion caused by the discrepancies between the estimated charges and the actual fees you were billed. We are currently investigating the incident and compiling all the necessary information, including feedback from our *******, to address your concerns appropriately.

  We will contact you as soon as we have compiled all the necessary information and reviewed your claim. Our aim is to provide you with a resolution that meets your satisfaction and adheres to the guidelines set by the ******************************************* (FMCSA). We appreciate your patience in this matter.
  Once again, we apologize for any inconvenience you have experienced during this process. We value your feedback and are committed to addressing your concerns. If you have any additional questions or require further assistance, please do not hesitate to reach out to us.
  

  Thank you for your understanding.
  Sincerely, 

  USA Moving Corporation
  
  
  

  Customer response

  07/05/2023

   
   
  Complaint: 20244504
  
  I am rejecting this response because: The business has not reached out to me and there are fewer days to submit a claim for my damaged items. I have reached out to them several times and every time have been ignored. Over half the boxes when they arrived had some sort of deformation or rips. There were also 4 missing items that the movers could not locate. I am looking to get monetary compensation for the damaged items as well as a refund for the amount that was not quoted in the original binding estimate.
  
  Total paid - Binding Estimate = $3634.98
  Echelon Exercise Bike =  $600
  IKEA Kallax 5x5 Unit (missing box with shelves) = $259
  Bathroom Cabinet = $60
  Picture Frames = $60
  Computer Chair = $200
  IKEA Hemnes Dresser = $400
  Broken Dishware = $50
  Total = $5213.98
  
  If the business does not reach out with information on submitting a claim or a refund, I will need additional mediation.
  
  P.S. I tried attaching pictures with the damaged items but could not proceed with the response.
  
  Sincerely,
  
  ****** Park

  

  Business response

  07/11/2023

  Dear *** **** we are currently working on your claim. We are very busy and ask that you have patience with us during this time. We will be in touch ASAP.

  Thank you 

  USA Moving Corporation

  Customer response

  07/11/2023

   
  Complaint: 20244504
  
  I am rejecting this response because: There has been no resolution and the business keeps giving me the excuse that they busy. We are not closer to resolving this issue or even partially with submitting an insurance claim for the damaged/missing items.

  
  Sincerely,
  
  ****** Park

  

  Business response

  07/19/2023

  Dear ******,
  I apologize for the inconvenience you have experienced and understand your frustration with the current situation. I want to assure you that we take your complaint seriously, and we are committed to finding a resolution to your satisfaction.
  I understand that you feel the responses you have received so far have been unsatisfactory, with the business citing being busy as an excuse for the lack of progress. This is not the level of service we aim to provide, and I sincerely apologize for any miscommunication or delays you have encountered.
  To address your concerns directly, I will personally oversee your case to ensure a swift and satisfactory resolution. I have assigned a dedicated point of contact within our team who will be in touch with you shortly to discuss the issue in detail and work towards a resolution.
  Regarding the insurance claim for the damaged/missing items, we understand the importance of resolving this matter promptly. Our team will assist you throughout the claim process, ensuring that all necessary steps are taken to file the claim and that you are kept informed about its progress.
  Please be assured that we are committed to resolving this issue promptly and to your utmost satisfaction. We will do everything in our power to make this right for you.
  Once again, I apologize for any inconvenience caused, and I thank you for bringing this matter to our attention. Your feedback is essential to improving our services and ensuring that such situations are handled more efficiently in the future.
  If you have any further questions or concerns, please feel free to reach out to me directly at [Your Contact Information]. We value your business and hope to regain your trust.
  Sincerely,

  *** Moving
  
  
  

  
  

  Customer response

  07/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have worked with the business to come to a resolution.
  
  Sincerely,
  
  ****** Park

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  .contract US3456042 Date of service 3/3/2023 When I originally contacted the company and spoke with ***** and he gave me the original estimate he stated that all of my belongings would be insured for roughly $78000. I asked if it was included he stated yes. I did have to change the amount of cubic foot as I added more boxes but yet I took away numerous large items, but was told that no worries it would be adjusted when they loaded the truck and ***** stated if they needed another truck then that would be on them no extra cost to me. So the final cost that they collected from me was $12611.00 that I believe was wrong total. I have included detailed emails and pictures to explain everything that happened from time of pickup to delivery along with the added emails to the person that is supposedly overseeing this.

  

  Business response

  04/18/2023

  Dear Customer,

  Upon reviewing your signed contract with the company, you opted for *********************************** That coverage is .60 per pound per article, with coverage up to 10,000.00.The contract you singed does not include ************************* as we no longer offer that type of coverage. We do however offer 3rd party coverage with ******* Intl.

  We have offered to pay you up to ****** for your damaged items, that you declined.

  Electronic Signature:
  I hereby confirm my signature on the following document:
  
  Document Emailed On: Tuesday, 02/07/2023 02:14:04 PM (ET)
  Document Signature Name: *****************************
  Document Signature Email: ************************
  Document Signature Date: Tuesday, 02/07/2023 02:23:31 PM (ET)
  Document Signature IP Address: 174.58.105.203
  Internet Browser: Chrome
  ------------------------------------------------------------------------------------
  
  
  Binding Moving Estimate Reference No: US3456042 
  USA Moving Corporation
  1505 **************
  ********,**. 30093
  ** DOT: 3840633   MC: 1396566
  Customer
  Rep: *****
  Phone: ************  
  Direct: ************
  Fax: ************* (Opera
  Email: ********************************
  Web: *************************************
  Moving From Moving To
  ***** Vardell 
  *********************************;
  
  **********, ** 34286 
  Phone: **********
  
  ************************ *************************
  8825 ******************** 
  
  ******, ** 60541
  
  
  
  Relocation Details
  Job No: US3456042 
  Estimate Date: 02/07/2023 
  Representative: **********; 
  Move Type: Residential Long Distance, **** miles 
  Estimated Volume: **** cf. (***** lbs)  
  Estimated Rate: $4.00 per cf
  Move Day:  Friday/Saturday 
  Requested Move Date:  03/03/2023-03/04/2023 
  Delivery Type: Immediately 
  Created On: 01/29/2023  Relocation Estimate 
  Basic Estimate Price  $7488.0
  Routing / Sanitizing / Covid-19 Protection   $0.01
  Deposit full refund one week before pickup   $0.01
  Free pad wrapping on large items   $0.01
  Taxes, Tolls, Fuel & Fuel Surcharges Included   $0.01
  Date Change Flexibility   $0.01
  Bulky item   $150.00
  Early Booking Discount  - $500.00
  Basic Valuation Protection:
  $0.60 per lbs. per article
  $0.00
  Total Moving Estimate  $8485.89
  Full Value Protection Amount of Liability: $78,624.00 (Optional)
  Deductible Levels: $0 $250 $500 $750 $1000 $1500
  Valuation Charge: $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
  Total Estimate Plus
  Valuation Charge: $8485.89 $8485.89 $8485.89 $8485.89 $8485.89 $8485.89
  Customer's Initials: x_________ x_________ x_________ x_________ x_________ x_________
  WARNING: If a moving company loses or damages your goods, there are 2 different standards for the company`s liability based on the types of rates you pay. BY FEDERAL LAW, THIS FORM MUST CONTAIN A FILLED-IN ESTIMATE OF THE COST OF A MOVE FOR WHICH THE MOVING COMPANY IS LIABLE FOR THE FULL (REPLACEMENT) VALUE OF YOUR GOODS in the event of loss of, or damage to, the goods. This form may also contain an estimate of the cost of a move in which the moving company is liable for FAR LESS than the replacement value of your goods, typically at a lower cost to you. You will select the liability level later, on the bill of lading (contract) for your move. Before selecting a liability level, please read Your Rights and Responsibilities When You Move, and Ready to Move Brochure provided by the moving company, and seek further information at the government website www.protectyourmove.gov

  Thank you,

  *** Moving

  Customer response

  04/18/2023

   
  Complaint: 19945388
  
  I am rejecting this response because ***** who was the original person I spoke with said it was insured and NEVER stated I would have to purchase additional coverage and I believe that I was OVERCHARGED and again *** movers are the ones that actually packed the television that is BROKEN and *** movers are the ones that wrapped the refridgerator that is so badly damaged...so again $700.00 will not even cover the broken television.
  
  Sincerely,
  
  *****************************

  

  Business response

  04/21/2023

  Dear valued customer,
  We understand that you are disappointed with the amount we offered for your damaged refrigerator and broken flat screen TV. However, based on the standard liability insurance coverage that you opted for, which is .60 per pound per article.
  Regarding the refrigerator, we regret to inform you that we are only able to offer $0.60 per pound, which equates to $850 based on the weight of the refrigerator. We do understand that you did not elect to have any special packing done for it, however, this is the limit of our liability coverage.
  As you signed the agreement with your IP address, you agreed to the terms and conditions of the standard liability insurance coverage, including the coverage limit. We apologize for any inconvenience this may have caused and hope that you will consider our offer.
  If you have any further questions or concerns, please do not hesitate to contact us.
  Sincerely,

  *** Moving

  Customer response

  04/21/2023

   
  Complaint: 19945388
  
  I am rejecting this response because they have not addressed the issue of the broken tv which THEY packed I paid for the extra service for packing of the tv and they have NOT addressed the issue of the over charged amount for the move.  I still believe that they should be held accountable for the total damages not .60 per lb as ***** TOLD me that everything would be insured and stated that I didnt have to intiial the documents that the insurance was included...The company is not taking responsibility for the carelessness of their employees, which they had reassured me that they only have professional employees for the move.
  
  Sincerely,
  
  *****************************

  Customer response

  04/27/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  

  Business response

  04/28/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Regards,

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

  

  Business response

  04/28/2023

  Please have the consumer contact our office for further consideration at ************.

  Best regards,

  *** Moving

  

  Business response

  05/17/2023

  We have settled with the customer and the claim process takes **** business days. The check is in route to the customer we ask for patience and thank you for understanding.

   

  USA Moving Corporation

*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. ↩