Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/05/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see the attached supporting documents labeled Star USA Moving Company Review for the full complaint. The complaint had too many characters for this space.

  

  Business Response

  Date: 06/21/2024

  COMPANY RESPONSE TO BBB CASE ID #: ******** - ***********************
  
  
  
  
  Dear BBB,
  
  Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer.  Please note, that we are more than willing to thoroughly investigate the consumers said complaints to better understand, validate and fairly resolve all their issues against our company. Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and deeply appreciated.
  
  When it comes to these matters, we put ourselves completely at the customers disposal. Rest assured that if and upon a full and thorough investigation through MovingClaims.net ************************** we can validate that the customers claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance with their coverage and will ensure a fair resolution to their issues.
  
  It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution.
  
  In addition to that, all consumers receive informative documentation prior to their service date, advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didnt receive prior, during, or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated, and resolved in accordance with their coverage and contractual liabilities.
  
  To better understand and validate all the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company, they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. This will confirm the interaction between both parties and ensure a fair investigation for both the customer as well as the company.
  
  We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK):
  
  ?      Bill of Lading (contract)
  ?      Order for Service
  ?      Household Goods Descriptive Inventory (both pickup and final delivery copies)
  ?      Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.)
  
  We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns.
  
  We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing. 
  
  
  
  Very ************************************************************************************ Dep.

  Customer Answer

  Date: 06/26/2024

  I didn't have a better copy of the Inventory sheet requested. *******************************, the lead mover, has the original copy which Star USA Moving also has. 

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21806612
  
  I am rejecting this response because: I didn't have a better copy of the Inventory sheet requested. *******************************, the lead mover, has the original copy which Star USA Moving also has.
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/02/2024

  Upon close review of your submitted complaint, and in order to maintain our high level of customer satisfaction, your ********************** company is willing to compensate you a total of $100.00 in good faith for any inconvenience that *** have occurred in the process of your move. 
  
  CUSTOMER SATISFACTION IS CRITICALLY IMPORTANT TO ** AND WE WANT TO ENSURE THAT EVERY
  CUSTOMER KNOWS THEIR BUSINESS IS VALUED AND TRULY APPRECIATED.
  
  KINDLY ACCEPT OUR APOLOGIES FOR ANY INCONVENIENCE AND WE WISH YOU THE BEST IN YOUR NEW HOME!

• Initial Complaint

  Date:08/23/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Delayed delivery date by 10 days, Several missing items from move, over $1,000 in goods missing. Stole my purse. I provided food, water and beer for the workers. Tipped them extra for their hard work, then they stole my stuff my stuff by leaving items off the manifest. ******** and ***** were the guys. They made out better than I did. Police report filed. Company not responding

  

  Business Response

  Date: 08/31/2023

  COMPANY RESPONSE TO BBB CASE ID #: ******** - *******************************
  
  
  
  
  Dear BBB,
  
  Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer.  Please note, that we are more than willing to thoroughly investigate the consumers said complaints to better understand, validate and fairly resolve all their issues against our company. Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and deeply appreciated.
  
  When it comes to these matters, we put ourselves completely at the customers disposal. Rest assured that if and upon a full and thorough investigation through MovingClaims.net ************************** we can validate that the customers claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance with their coverage and will ensure a fair resolution to their issues.
  
  It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution.
  
  In addition to that, all consumers receive informative documentation prior to their service date, advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didnt receive prior, during, or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated, and resolved in accordance with their coverage and contractual liabilities.
  
  To better understand and validate all the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company, they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. This will confirm the interaction between both parties and ensure a fair investigation for both the customer as well as the company.
  
  We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK):
  
  ?      Bill of Lading (contract)
  ?      Order for Service
  ?      Household Goods Descriptive Inventory (both pickup and final delivery copies)
  ?      Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.)
  
  We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns.
  
  We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing. 
  
  
  
  Very ************************************************************************************ Dep.

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved from Tennessee to *************. , I am completely blind. The movers packed up all my stuff and put it in the moving truck. Upon arrival in ************* the movers unloaded my items and were supposed to put them back together for me since I am blind and cannot. They left my dryer outside in the rain because they said they couldnt fit it in the basement. They left my bed frame dismantled. Items were broken and missing and trash and cardboard were thrown out in my driveway. The men didnt arrive with any tools which is why they told me they couldnt put the items back together. They told us they would go get tools and come back and they never came back. My granddaughter called the company and they were very rude and were told thats not their job. Picking up the trash is not their job. We tried to resolve with them but they were unresponsive and unprofessional. We filed a claim with their company because I had to unpack my items I had fractured my back I am blind and 78 years old. I spent weeks in the hospital. When we got the claim back they offered me $100 for all the issues they have caused me. I called to fight the amount that they are offering me as I believe the damages and the pain I went through is worth more then $100, they told me they cannot help me. I paid them over $3000 and they did not do their job and ripped off an elderly blind women.

  

  Business Response

  Date: 09/23/2022

  Dear Valued Customer,
  Please be advised that upon a careful evaluation of your claim/complaint, the following decision has been rendered by your service provider (Your
  Moving Company).
  As per company terms and conditions of which you fully signed and agreed, it is the shippers (your) responsibility to inspect and indicate damages or
  missing items on the inventory logs at time of delivery/pick up. Valuation of claim will be based on those indications, subject to the limitations of liability
  as described on the Bill of Lading. Liability of the carrier will be in accordance with the liability option you have selected at the time of the
  move.
  Our record clearly shows that your shipment was released to the company at the industry standard valuation of $0.60 PER POUND PER ARTICLE.
  As per agreement and declaration of value, any property to be moved, packed, shipped, forwarded, or otherwise handled shall be subject to the
  industry standard liability of $0.60 PER POUND PER ARTICLE.
  THEREFORE, UPON A CLOSE REVIEW OF YOUR BILL OF LADING (CONTRACT), ORDER OF SERVICE AS WELL AS PROOF OF LOSS AND
  DAMAGE FORM, THE SETTLEMENT OF THIS CLAIM HAS BEEN FOUND TO BE IN THE AMOUNT OF $100.00.