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:10/04/2022

  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.

  A representative/slaes rep ***** Sunny from United Moving called me to give me an Estimate for moving services from ******** ** to ********* **. I informed her that I had gone to U-haul and the items in my apartment would fit the size of a 26 Foot truck from there. She said no problem and gave me a total moving quote of $2948. She said I would get a call from a rep that would confirm all of my items and confirm my delivery date. I got a call from their rep named ******. I tool measurements of the dressers and gave an itemized account of the items. ****** said I had 934 cubic feet and that was a lot ore than I had been quoted for. I have since found out that the size of the haul that I told ***** that I would need was **** cubic feet. ****** said it was now over $5800. I asked how that could happen when I told her the size of the uhaul? We agreed of a final price of $4800.Now I get a bill for over $5400 from United Moving when the driver named ***** and his girlfriend *********************** say over speaker phone that as long as I did not go over 934 cubic feet that I the total move fee would be $4800. I already felt scammed from my original phone call with ***** and need help resolving this situation

  Business Response

  Date: 10/04/2022

  Regarding *************** quote, our sales reps provide a quote based on the information that is provided to them from the customer. Our system gives us the standard size of any particular an item, but we will not know exactly on point until our crew is physically at the pickup location,views the items and loads them in the truck. Some items could be bigger than expected (bulky) or unstackable. During the quality assurance call with ************************* of $4,850.00 was agreed upon with the items that she had provided to us which required 787cf of space. *************************** signed to this on her contract on 09/26/2022. At the time of pickup *************************** had multiple additional items that were not on her inventory. These additional items increased the space needed on the truck from 787cf to 900cf which was priced according to the contracted rate of $4.50/cf. *************************** was given the choice at pickup to take only the items that would fit into 787cf or take additional items which would increase the price. *************************** chose to take the additional items causing her total to go from $4,850.00 to the new total of $5,409.30. We have been attempting to reach *************************** multiple times since her items were picked up on 09/27/2022, but her phone goes straight to voicemail. We have left messages but have not gotten a response back from *************************** as of today,10/04/2022. We would appreciate it if *************************** can contact us at her earliest convenience.  

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18165707
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/19/2022

  Type:Billing 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.

  Completely inaccurate quote. Unresponsive, unhelpful, non-customer-service-oriented, extremely abrasive, deceptive, & manipulative ***** *********** & dispatchers.Lied to about multiple things incl. but not limited to promised adjustments to costs, timeframes, multiple trucks traveling regularly to ** from CA. Extremely inaccurate quoting on their part which assessed the furniture as much smaller than the measurements I specifically gave them, which, at their low estimate still would have gone over the cu ft quoted, not even allowing for me to bring any addl. stuff other than furniture. And, with the accurate measurements, the movers told me that alone amounted to well over **************************************************** all furniture (w/ armoire listed), which was not the case thus amounting to big boxes & therefore more cu ft. Lied to about movers dismantling all of the items that could be, & putting them back together upon delivery, only to be told upon pickup that they only dismantle an item if they can't fit it through the door or carry it as is. I was specifically told not to dismantle my mini trampoline so they would do so since they don't put it back together unless they dismantle it. Consequently, as instructed, I did not dismantle anything, only to find out this was not at all the case, thus leading to even more cu ft being used/charged. Lied to & reassured that the truck that picked up my stuff was the same truck delivering it w/ no transfers or other handling!Told delivery would be 4-7 days after pickup. It has been 3 wks.Told it would be $4.50 per cu ft if I go over 400 cu ft. I was charged $5 per cu ft w/ 0 adjustment honored. Although assured my items would be picked up prior to my flight which is precisely why I arranged everything as such, the pickup delay amounted to costly flight changes, hotel stays, loss of work, etc.HORRIBLE *** in all regards incl. not honoring or compensating for any of the many false promises!

  Business Response

  Date: 10/04/2022

  We spent over an hour on the phone with this customer attempting to address her complaints, unfortunately coming to no resolution. It seems that during that call *************************** only wanted to voice her complaints and already had her mind set on how she felt she was treated and the quality of service she was provided. Every time our representative attempted to speak to ***************************, she would cut her off. The owner of our company got on the phone hoping to deescalate the situation and offer some resolution, but she would not let him speak either. It is unfortunate to get a negative BBB complaint, however we welcome the chance to get to address this situation and respond to the customer. Upper management has reviewed the recorded calls between our office employees and *************************** and have found no misconduct and no inaccurate information given to her. During her booking call *************************** was told it would be an estimated **** days for delivery which is not guaranteed, she was not told delivery would be 4-7 days as stated in ********************** comments. We never said that the items would be picked up then directly going to the drop off destination on the same truck. ********************** items do not take up the entire truck and other customers items were picked up on that truck and not going to the same drop off location. Therefore, her items needed to be unloaded at the nearest facility and loaded onto another truck going to **. At booking when discussing delivery her sales rep did tell her after the items leave for **, they would be on the same truck, but he wasnt sure whether or not the driver was switched out or not, so that could possibly be where the misunderstanding occurred. We did explain how our pricing is determined by the amount of cubic feet a customer has and where the pickup location is and where the items are being transported to, however we never promised a price adjustment at any time. The price per cubic foot is a locked in contracted rate and will not change at the time of pickup. We sincerely apologize for the 1-day delay in pickup and have explained to *************************** that she would be compensated for that delay. Regarding her quote, our sales reps provide a quote based on the information that is provided to them from the customer. *************************** did not provide any specific measurements only the items she was including in her move. Our system gives us the standard size of any particular item, but we will not know exactly on point until our crew is physically at the pickup location, views the items and loads them in the truck. Some items could be bigger than expected (bulky) or unstackable. At the time of pickup *************************** had multiple additional items that were not on her inventory, 4 wardrobe boxes, 34 additional S, M, L &XL boxes, 2 luggage suitcases, 1 rug, and 1 additional mirror. Also, the armoire,bookshelf, and dresser that are on the inventory were bigger than expected. These additional items as well as the extra space needed for the bulky items (armoire,bookshelf and dresser) increased the space needed on the truck from 306cf to 600cf which was priced according to the contracted rate of $5.00/per cf. *************************** was given the choice at pickup to take only the items that would fit into 306cf or take additional items which would increase the price. *************************** chose to take the additional items, signed a revised written estimate on 08/30/2022 rescinding the original estimate of 306cf and agreed to the new estimate of 600cf and related charges. Regarding the disassembly and packing of items in the customers furniture, all that was explained before her pickup during booking and the quality assurance call, so it was not a surprise that she only found out about at the time of pickup. We are sorry to hear that this customer was unhappy with the services she has been provided, however there will be no price adjustments for the additional cubic feet.     

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18115525
  
  I do not have time to address each issue individually, but much of what has been stated is false. I stand by the fact that much of this move was improperly handled, including MANY of my items not being delivered at all, and many being broken. Yes, I am filing a claim. I will also be reporting the inaccurate information delivered, in addition to the poor handling of the items to the National **************************** as this moving company has been absurd from start to finish, and honestly manipulative. I have also filed a police report for the missing items. I was told the price drops per cubic feet with more items, I did measure every single big item, I did contact them several times worrying as I believed I had more items. From start to finish everything was improperly handled. I know they have low ratings overall on the web and never would have selected them. Unfortunately, I went through a broker who promised many things upon which this specifically company did not deliver, including that they would choose a company that picked up and delivered in the same exact truck with no vehicle transition or warehouse involved (in fact, that was one very specific reason I chose to go with them in the first place and I reiterated this point many times over; there was no confusion, I was actually assured and reassured the same truck that picked up my stuff would be delivering it and with no changes in between, except maybe switching out the driver of the vehicle on the route). I was told anytime within 10 days delivery maxit took exactly 1 MONTH. This company is horrid and the compensation they gave, only for the 1 day delay pickup, mind you, which was their fault for a violation and impacted my flight (again I was assured my items would be picked up prior to me flying out!), was $25! That is the ONLY compensation I have received. I have multiple witnesses for each part of the atrocity. It is unfortunate to have to spend my time contacting the business, the Better Business Bureau etc., but theyve left me no choice.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/19/2022

  At this point we would be repeating our previous response since the customer speaks of all the same issues that we have already addressed.

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18115525
  
  I am rejecting this response because:
  all the same reasons previously stated. They have done absolutely nothing to remedy this situation. The only compensation offered was $25 and even that was made to be this mysterious issue. Many of the conversations with the sales rep were on his cell phone which I thought at the time was excellent customer service. However, I believe sadly none of that was recorded. At this point, my parents lawyer is willingly getting involved in order to assist me with this matter based on all the false information and reassurances I was given as well as the terrible service including the lengthy delay, the damage to MANY articles, and the **** of some items, and we firmly believe theft of others based on what they were and the fact that they were easily identifiable and brand new in their respective boxes. 
  

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

  Business Response

  Date: 11/03/2022

  We apologize that this customer's household goods were not returned in the manner of their expectations. This customer has the basic level of liability insurance covering her items and has up to 9 months from the date that the items were delivered to file a claim for compensation for any items that are damaged and/or missing. We have sent the claims information to the email address that we have on file for this customer. If the customer has any questions she can reach out to the dispatch department at ************.

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18115525
  
  I am rejecting this response because:
  I understand there is insurance and I am aware its not good insurance at all, but $94.60 is atrocious for the amount of lost items and damaged items I had (I was incredibly detailed in my claim, mind you), and $25 for all the hassle and improper information or lies is absurd!

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

• Initial Complaint

  Date:09/17/2022

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  Contacted united moving and storage on 8/12/22 for a move to ******* for 9/17 or 9/18/22. Was given estimate of *******, paid by check. Next day I raised the number of boxes which now created a new total of ******* was advised by ********** could pay the difference upon the moving. No contact from them even though **** assured me ,"quality assurance" would contact me soon. On 9/14/22, was contacted by **** who was with quality assurance. We reviewed the list of items to be moved. There was an estimate of 50 small boxes on the original estimate and I advised they were not all small so we changed that to 25 lge. Boxes and 25 med. Boxes, plus I had 2 portrait size boxes to add. The original estimate listed 305 cf@ **** per ft. And the revised was now 410 cf, which now somehow made the estimate *******. I advised I had paid *******, so then my amount owed was *******. I paid it. Then after terminating the call I felt I needed some review information. I discovered this was a broker not a moving co. Not good reviews and indications that once they show up the price could change. They never gave me a definite date for pickup. 9/16/22 the next day I emailed my cancelation request per their terms and also called and canceled and said I wanted my ******* back asap as it had already cleared the bank. They said I couldn't get the first amount of ******* back. They did not perform any moving service whatsoever, just 3 phone conversations and estimate prep. 9/16/22 I emailed again requesting refund of my ******* as it has not been credited yet. I really believe since no moving service of any type ever occurred I should be receiving all my money back.

  Business Response

  Date: 09/20/2022

  We have sent this customer an Escrow email to the email address we have on file. This customer signed her contract on 8/15/2022 and on 8/16/2022 agreeing to the terms and conditions within the contract. Per signed contract the deposit funds are non-refundable after 72hrs from the time of booking. This customer cancelled her booking on 09/16/2022 the day before her scheduled pickup window. At that point a crew had been assigned, truck had been readied and dispatched out. The customer's deposit funds will be held in escrow for 1 year from the date of cancellation for the customer to use for a future long distance move with our company. A friend or family member may also utilize these funds. We ask that the customer electronically sign the Escrow email so we can lock those funds. We have resent the customer the Escrow email again today incase it was not previously received.

  Customer Answer

  Date: 09/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The original contract was written on 8/15/2022 and revised by $200on 8/16/2022. I paid $1772.68 at thst time. No contact from them at all until 9/14/2022 when ,I initiated contact to ascertain when or whatever date they would be moving me. Keep in mind I wad under the impression they were sn actual moving company. Sent **** an email as he was my original contact. A **** called me and stated he was with quality assurance. This was 9/14/2022, and after discussion. I revised the items from 50 small boxes to 25 large and 25 medium. My new total cu.ft. went from 305 to 410, s change of 105 cu.ft. for a $2000.00 increase. They revise your total without ever showing a revision of the date this occurs so of course it looks like it is the original date which makes it look like it is past 72 hrs. I paid that amount which cleared my ban on 9/15/2022, not 8/15/2022. On 9/15/2022 when I started doing ****** research I learned they were a broker not an actual mover. I emailed and called on 9/15/2022 to cancel which I know was within 24 hrs of the revision they made to my contract. Well within 72 hrs of payment $2020. If they had a truck readied why dud U still not know what date it was to arrive. I had also been advised by **** that the phone calls were recorded if I was unsure or unhappy about the process. **** called me back after cancellation snd wanted to know who I had talked to to change my mind. I advised him none of his business who I spoke to if anyone. I know the last payment of $2010 was on 9/15/2022 and cancelled with 72 hrs. They have quite a system by not showing the revision dates on their contracts so they will always say it us past the time to cancel. They give you a low price, then it **** up and I wasn't waiting for movers to come and raise it again. Sibce no truck or movers ever came, no service was ever given, phone calls and contracts without updated or revised date. I will nit agree to the total going to escrow. $2010.00 refunded immediately. Of the first $1772.68, if a deposit should come from that, what is a normal deposit required. I notified them I will not agree to an escrow account. I may have to take legal action. if n

  Business Response

  Date: 10/05/2022

  This customer's deposit funds are being held in Escrow for her to utilize within 1 year from the date of cancellation with our company for a future long distance move. A family member or friend also has the opportunity to use these funds. This customer was sent the Escrow email on 09/20/2022. Customer requested to cancel her booking on 09/15/2022 which was the first day of her 2 day pickup window. Customer agreed to the terms and conditions of our cancellation policy at the the time of booking and signed her contract on 08/15/2022.

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18115524
  
  I am rejecting this response because the contract total was revised by the company on 9/14/2022 for an increase of *******, but they do not revise the date of new payment to reflect it was 9/14/2022. Money withdrawn from account 9/15/2022. I notified them on 9/15/2022 of cancellation, which to me is within 72 hrs. Of revised payment which they do not indicate by a revised date of payment. On that say I still had not been given a concrete date of service and they never sent any moving vehicle or personnel to my property. I will not be moving in the future. I will pursue legal action if necessary.
  
  Sincerely,
  
  Virginia St *****

  Business Response

  Date: 10/10/2022

  ************************** chose the dates of 09/17/2022 and 09/18/2022 as her pickup window. Per signed contract of 08/15/2022 these dates were locked in for this customer. At booking it was explained that dispatch would call her the day before to confirm her for her pickup the following day. If her items were to be picked up on 09/17/2022 then that confirmation call would be placed on 09/16/2022. If her items were to be picked up on 09/18/2022 then dispatch would place that confirmation call on 09/17/2022. We have sent this customer an Escrow email to the email address we have on file. This customer signed her contract on 8/15/2022 and on 8/16/2022 agreeing to the terms and conditions within the contract. Per signed contract the deposit funds are non-refundable after 72hrs from the time of booking. This customer cancelled her booking on 09/16/2022 the day before her scheduled pickup window. At that point a crew had been assigned,truck had been readied and dispatched out. Again, the customer's deposit funds will be held in escrow for 1 year from the date of cancellation for the customer to use for a future long distance move with our company. A friend or family member *** also utilize these funds. 

  Customer Answer

  Date: 10/11/2022

   
  Complaint: 18115524
  
  I am rejecting this response because: these were not deposit funds, they were what I was lead to believe were actual fees for the moving service. I paid the entire amount UP FRONT. No moving company or anyone representing themselves as a moving company ever contacted ne, arrived or picked up one item. If a deposit was required what amount would thst have been. I do not believe payment in full up to the date of cancel can be considered a deposit. If so, the initial $1772.68 was an ample amount. Are they suggesting the additional charge of $2010 was considered a deposit? In that case what amount would that be based on. I cannot emphasize enough how can they assume the entire amount is a deposit and a deposit on what? No service was ever provided except 3-4 telephone calls. I notified them within 72 hrs of the payment of $2010.00 was was a result of a 9/14/2022 phone increase, which cleared my bank on 9/15/2023. They did not update the contract to show that revision. I would never consider using them again fir a move so therefore the bogus escrow account will never be used bt me or my family, so in other words they get ******* fir phone calls.

  ,
  
  Sincerely,
  
  Virginia St Clair

• Initial Complaint

  Date:08/05/2022

  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.

  I first signed a $2000 contract with United moving&storage for amount of items I needed moved. I was also told by booking right away my fuel surcharge price wouldn't change. As the date of my move became closer I reached out to Sean and informed him that I had an official address and item changes for the move. he told me he could change for me at anytime. he claimed to of made the changes for me. But when I called the official number for United moving I discovered nothing was changed. When I changed the official move date an address i was informed it would take 7-14 days for the items to arrive. I was also informed;a couple days prior to the move a representative of United moving would reach out to finalize the items for the move.When I spoke to this person I was instructed to sign a new contract because we added more items. I signed a contract that our total would be about 3000 for the move made by United moving. Never was I told that the amount may change later if we take up more space than put on the contract. Day of the move a different company, *** trucking is who preformed the actual promised services.United moving works with this company but this was never mentioned during the entire booking and contract process. I cannot find on the contracts I signed with United moving,anywhere that states they use this company. After *** trucking loaded my items I was then charged more because my items took up more space than what *** were told by United moving. the representative I spoke with on the phone did not put down the correct items. Example 1: instead of a couch they put down a loveseat. I was then charged for the extra space at pickup. Example 2: the contract I signed with United moving shows I have 1TV&3lamps. At pickup I was charged for *** packing the TV&lamps into boxes. never informed the items are required to be in a box. Nor that if not I'd be charged additionally.United moving&storage had me sign multiple different contracts giving me false expectations.

  Business Response

  Date: 09/17/2022

  Business Response /* (1000, 8, 2022/08/30) */ The rate for the fuel surcharge would not change, it would always be 9.99% of the price per cubic foot. At the time of booking, ***** ******** had 400cf priced at $4.75/cf, with the fuel surcharge being $189.81. On 07/20/2022 she added additional items to her inventory which then increased the amount of space the items would need on the truck to 503cf. The additional 103cf increased the fuel surcharge to $238.69. ***** ******** signed for the additional charges on her updated contract on 07/20/2022. If a customer doesn't add any additional items to their inventory or make any changes, there's no need to sign an updated contract. ***** ******** did add more items requiring us to revise her original contract. From the first call it was explained to this customer that we charge according to the amount of space that items take up on the truck. It is an estimate based on the items that the customer provides to us which is why we ask that they be as thorough as possible. At the time of pickup, ***** ******** had additional items that she did not tell us about, items that were not on her inventory. These additional items took up more space on the truck which increased the total price including the fuel surcharge. The delivery timeframe that the sales rep provided at the time of booking was an estimate based on other moves like this one from IN to CA. That estimate would stay the same even though the customer changed the city in CA that she decided to move to. As we have explained to ***** ******** over the phone, that timeframe is an estimate and not guaranteed. There are too many factors that go into delivery that could possibly cause delays. Unfortunately, we don't live in a perfect world and there are factors outside of our control like weather, road conditions, traffic, mechanical difficulties, wait times at DOT scales or with unscheduled inspections, etc. This move also took place during the peak season for moving, delivery estimates can take a bit longer during this time. It is stated on ***** ********'s signed contracts that "United Moving and Storage has been hired as their moving coordinator/booking agent/scheduling and support team, not to handle or otherwise participate in the move as laborers or carrier, in acting as a shipper/logistics and scheduling agent only." We would be happy to send ***** ******** copies of her signed contracts with that section highlighted. It is also stated on the contract that the carrier may suggest additional services that are required to complete the job correctly and efficiently and those services are at an additional fee. This customer could have chosen to pack her TVs and lamps herself, but since she did not the carrier packed them at an additional cost, so they would not get damaged in transit. This ***** ******** agreed to all services and related charges on the day of pickup. It was not until a week after pickup did the customer call into the sales office to make us aware of her grievances during her pickup. Management let her know that there would not be any compensation provided to her since she has been provided services according to the terms and conditions of her contract.

• Initial Complaint

  Date:08/04/2022

  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.

  See attachment

  Business Response

  Date: 08/09/2022

  I would need more information please. There isn't anything stated in the case description.

  Customer Answer

  Date: 08/09/2022

  United Moving and Storage - Job No. UU4415257 - ******/***********************
  My wife and I are 72 and 75 years of age respectively. We have moved 10 times during our
  married life. We have never had a more horrifying, moving experience in our lives.
  Expected services as outlined in the contract were never fully completed. Movers refused to do
  things such as wrapping large items for protection & unwrapping upon delivery, delivering items
  to destination on agreed upon date, placing items in appropriate spaces as designated by
  Platts, and re-assembling furniture as promised. Inconsistent messaging from every employee
  encountered, along with everchanging cost and timeline estimates, acceptable methods of
  payment constantly changed, there was blatant rudeness, and absolutely no access to
  management personnel when requested.
  We will detail the experience below to quantify our expectations of remuneration and penalties
  against this Company; copying the appropriate jurisdictions and filing appropriate formal
  complaints.
  - ****** and ***********************

  Customer Answer

  Date: 08/16/2022

  Please see PROOF of 18-******* delivery below. Immediate refund of $768 expected. Full Report submitted August 3, 2022 for other damages/remuneration. Please assist this process. Thank you.
  
  
  See Attachment/File: IMG1014.jpg.pdf

  Customer Answer

  Date: 08/16/2022

  Please see PROOF of 18-******* delivery below. Immediate refund of $768 expected. Full Report submitted August 3, 2022 for other damages/remuneration. Please assist this process. Thank you.
  See Attachment/File: IMG1017.jpg.pdf

  Business Response

  Date: 08/30/2022

  The picture of the 18 ******* tractor trailer is from a different moving company. They were parked in a red zone in the apartment complex, a spot that does not allow parking/stopping/unloading. The truck was unable to park the truck close to the customer's residence so therefore a shuttle was required to complete the delivery. That is fine if other companies want to break rules and deal with the repercussions later, but that does not mean we will as well. We stand by this customer's need for a shuttle to complete the delivery and dispatch has spoken to this customer in length regarding this issue. It makes no sense that the customer is saying that their items did not get wrapped and also that we did not unwrap the items at delivery. The customer's items were wrapped and ********************** pads and blankets were utilized for protecting the items. It was explained to the customer that we will disassemble and reassemble all basic furniture, and that is what the crew did at pickup and at delivery. Any complicated furniture would need to be taken apart and reassembled by the customer. This customer also had their items put in the desired location upon delivery, however we are not an interior designing team, so no items were unpacked and staged. At no time did we say those services were provided or included. This customer was picked up and delivered within the contracted dates for delivery according to the terms and conditions of the contract. We are not responsible for any acts or omissions of the carrier or it's employees. If this customer feels they should be provided compensation, they can pursue the carrier for any and all claims.

  Customer Answer

  Date: 08/31/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This carrier falsely represented their terms from their very first bid to do the job. Months before the move the bid received to do the job, and the required deposit, were executed. A couple of days before the actual move another estimator increase the cost by over 70%; and we were now "stuck." Why? Because we had to be out of our apartment, the power was being turned off, and we would be losing our deposit. This is all documented in the report we sent to all parties. Neither of their estimators ever came to review our goods in person; and this was questioned from the very beginning. The actual delivery man never came to the apartment in ********* to survey the situation for delivery either. The video of the 18-******* in the "red zone" only demonstrates that another delivery was being made. No one expected anyone to defy the law and park illegally. It only shows the delivery being made. The driveway in the apartment complex is over 25' wide and does accommodate deliveries. But this company's representatives do not know this because they have never been to this property to see it. They continue to just "*****" customers blindly and this is plainly "wrong." I expect a return of funds on the $768 final, unwarranted fee; as well as a good portion of the over 70% cost increase in bids for their poor estimates. Their fraudulent business practices must stop. Thank you.

  Business Response

  Date: 09/01/2022

  At no time did our company misrepresent ourselves or the way we operate. It is standard procedure for our quality assurance representative to reach out to our customers a few days before their scheduled pickup dates to go over the inventory a final time before pickup, confirm addresses, dates and contact info as well as answer any questions that might have arisen since booking. It was explained to the customer from the first call with us that they pay for the amount of space that their items take up on the truck. When doing the initial booking call the customer did not accurately explain the size of the furniture that was going to be moved, which was oversized bulky furniture. With the information provided by the customer the first quote came out to ***** with 20 items, 57 pieces. During the quality assurance call before pickup this customer added additional items and when going over the inventory, we found that the furniture that was previously added to the inventory was much bigger than what was first estimated. This added space needed for the furniture and the additional items that the customer was adding increased the amount of space that the customer's items would need on the truck. The amount of space needed was then increased to 874cf with 33 items, 70 pieces. Then the following day the customer made additional changes to his inventory which changed the amount of space needed to 768cf with 31 items, 71 pieces. The customer then asked if we could come out to his pickup location to do an in-home estimate. We typically don't do in-home estimates although they can be arranged if we have a sales rep available and the customer's location is local. Since the customer was requesting an in-home 1 day before the pickup window it was too late to arrange an in-home estimate at this time. We have previously explained the issue with the need for a shuttle at delivery. The complex did not allow for us to deliver you in a semitruck. Please see picture from ****** street-view showing both sides of the street with a red zone.
  
  

  Business Response

  Date: 09/01/2022

  ***Document Attached***
  
  See Attachment/File: ***** pic.docx

  Customer Answer

  Date: 09/10/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  September 9, 2022
  
  This response is being composed to respond to the inaccurate/false response of the company submitted on September 1, 2022, to the BBB Case #: 90226973.
  
  My wife asked/questioned an onsite inspection on March 26, 2022. Their representative, *****, did not see this as important as this was a "typical" two bedroom apartment move according to *****. My wife did not leave any items for moving off the initial list but ***** did; and my wife did not catch his errors when the first estimate was received. She assumed that their discussion was documented in the estimate that included a dining room table, six chairs, a wall mirror, wardrobe boxes, and "30" total boxes estimated by *****. Because ***** left off these items, we decided to sell them in *********; and did not move them. ***** is the one who estimated "30 small boxes" for the "typical two bedroom apartment move. Please see his original bid. That is just plain wrong. We are not moving experts. The company is supposed to be. How do you move with just "small" boxes and no estimates for larger ones and wardrobe boxes? That ERROR was not caught by my wife. We are NOT the moving experts. The only item counts that increased when ****** (Quality Control) called on June 27, 2022, were 1 blue chest, 1 card table, 2 folding chairs, 2 desk chairs, 1 metal ladder, 1 steamer trunk, and 1 tv stand medium. Offsetting these 9 pieces were 6 pieces removed from the inventory; 1 bar stool, 1 hamper, 1 sofa bed queen, 2 rod iron chairs, and 1 rod iron table. The ************ count went from *****'s "30 box, small pbo 12x12x18" to "7 box, *** 14 box, med. pbo 18x18x18, 8 box, small, pbo 12x12x18, and 5 box, wardrobe - (15 cu.ft.). The total box count went from *****'s 30 small to 34 various sizes. This would make a difference in the cubic feet estimate incorrectly done by ***** from the very start.
  
  The only "bulky" furniture in the move were TWO pieces; one (1) bed room dresser and one (1) bedroom armoire. That's it! This company needs to stop their deceptive responses and face up to their responsibilities to their customers.
  
  This company presented us with three (3) bids by the time we had no choice but to move forward with them doing the move. The first bid by ***** was just plain wrong. But we are not the moving experts. They are. He told my wife that this was a "typical" two bedroom apartment move and it truly was with one exception. They ran into a customer that was not going to just "let it go." I work very hard for the money that I earn and do not want to be cheated by this company's deceptive practices.
  
  The second bid completed by ****** increased the counts from "20 items, 57 pieces," to "33 items, 70 pieces"; and from $3,122.25 in cost to $5,394.88. This is a ****% increase for a ****% increase in items.
  
  The third bid with ****** had the counts going from "33 items, 70 pieces" to "31 items, 71 pieces." By going piece by piece with him, the items decreased by 2 and the pieces increased by 1. With this item by item discussion, the cost went from $5,394.88 to $4,596.09. This ****% decrease with an increase in pieces is ridiculous as well. The bidding process with ***** in the very beginning shows total incompetence or deception on his part; including the "small boxes only" count. There needs to be remuneration for this practice. Additionally, what is the "typical" bid to move a two bedroom apartment? Not being "the moving expert" I do not know but this company should know. Share this information with us.
  
  I will repeat that we did not request an "in-home ************* day before the pick up. It was questioned on March 26, 2022, whether or not this would occur. There needs to be a refund for their gross errors in their estimates of some sort. Let's see what a "typical" move of this nature costs since *****'s errors are so evident.
  
  Additionally, let me address the additional $768 charge for "shuttle delivery" that needs to be refunded. That "red zone" is routinely used by the local landscape company that is contracted by the apartment complex without any issue because the area is not viewed as a "street" by the local police department. If your company EVER came to this site to see it you would understand that Rocket Street is truly just considered to be part of the apartment complex. But putting that aside as a real concern, the 25'+ wide driveways do accommodate 18-wheelers. But this company makes a practice of not going to their customers pick up sites nor their delivery sites. This is quite ******************** is time for this company to make good on this contract. The negligence, whether intended through deception or unintended through incompetence, is unacceptable. If the influence of the agencies which have been contacted, including the Better Business Bureau, is not reason for this company to make the right decision towards settlement, then legal action will be the right final act.
  
  Thank you for your attention.
  
  Stu and *******************
  
  
  

  Customer Answer

  Date: 09/14/2022

  Please see attached photo from the consumer
  See Attachment/File: IMG1109.jpg

  Customer Answer

  Date: 09/14/2022

  Please see attached photo from the consumer
  See Attachment/File: IMG1114.jpg

  Customer Answer

  Date: 09/14/2022

  Please see attached photo from the consumer
  See Attachment/File: IMG1115.jpg

  Customer Answer

  Date: 09/14/2022

  Clearly, this is a case of "*****" the customer without any ethical regard for the circumstances.
  
  1) The Timeline Documentation starting March 26, 2022, and concluding August 3, 2022, is included with this correspondence.
  2) The initial bid from Seann on March 26, 2022, (created April 21, 2022) for $3,122.25 had no changes until June 27, 2022, for $5,394.88, and then June 28, 2022 for $4,596.09. The company wants to blame this on the customer who questioned the need for a physical inspection/bid. The 2+ months passage of time forced the customer to "be stuck" with this mover because a deposit with the company was already made and all arrangements (apartment electricity and water, end of apartment lease, and new apartment in ********* lease, etc.) were executed. It was one day before the move, and too late but to "work with these gougers." There needs to be some agreed upon refund for this purposeful "gouging" through time passage and no accurate initial estimate.
  3) There was "zero" mention by any representative that the confirmed delivery date of July 4, 2022, could be delayed by 30 days as per the contract. Why was there "zero" discussion of this by ***** as the only date *************** discussed for delivery was July 4. There was opportunity for ***** to have made this clear.
  4) If ***** was such a good estimator without being on site, why did his bid include only "30 box , small pbo 12x12x18"? Is this the bid of an "expert"? No wardrobe boxes, no other sizes to fit kitchen wares, etc.?
  5) The "*****" by the driver has been forwarded with pictures of the property access by the **************** truck under separate cover. One can clearly see the driveway size, etc. The rationale by the driver to not even survey the property on site is clear; "*****" to make personal profit. These charges ($768) need to be refunded.
  6) The costs to "set up home" due to the "flexible" delivery date not being discussed was around $750. All refund estimates are part of the Timeline Documentation. Good business practices should be utilized in determining appropriate moneys returned to the customer. All that is being asked for is simply "fairness."
  7) The rudeness of the staff encountered is the company's concern. I am in the business of producing repeat customers and customer referrals. This company is in dire need of this education.
  
  Thank you to all for your anticipated assistance to bring this matter to a satisfactory conclusion.
  
  ****** and ***********************
  *************
  ********************

  Customer Answer

  Date: 09/14/2022

  Please see attached documents from the consumer
  See Attachment/File: ******. Consumer documents.pdf

  Business Response

  Date: 09/15/2022

  We will not be repeating our explanation regarding the same issues that were already discussed.
  
  Regarding delivery, the customer did not have expedited delivery, therefore a standard delivery estimate for a move from *********, ** to *********, ** would be **** days. That is just an estimate and not guaranteed as there are too many factors that go into delivery. Since customer did not choose to have expedited delivery service there were other customers that needed to be delivered first. The customer chose 07/04/2022 as their FADD (first available delivery date). That date is not the specific delivery date, just the first date that this customer was available to accept the delivery of their items. It is stated on the customer's paperwork that the carrier has up to 30 business days from the customer's FADD to deliver the items. That is not to say that delivery would take that long, that is the regulation that all long distance carriers abide by. The customer had the option to add expedited delivery at the time of their quality assurance call if it was not added during booking, however it was not added to the booking.
  
  All other issues (staging of furniture, shuttle, cubic footage) were addressed in our prior responses.

  Business Response

  Date: 11/08/2022

  There is nothing else that we can add to this complaint without repeating what was previously stated. Please see previous responses.

• Initial Complaint

  Date:05/26/2022

  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.

  United Moving & Storage gave me a moving quote from Sacramento, Ca to Tucson, AZ. I spoke with Christain. I asked how there can be a quote without viewing the items. He said we would do it via "Duo". I took him via video through the house, backyard and garage and said there would be about 30 boxes. There was to be another pickup at a different location. I described the items there. He gave me a binding quote of $5276.50 including $150 for second pickup. As the date to move came closer I contacted them for details on delivery date in Tucson. I paid $1005 more for delivery on March 27, 2022. I had set March 26th as the pickup date, the date I had to be out of the house. I called a couple of times; no details until we got closer to the move date. On the 25th I spoke with Jason. He said their movers, Royal Movers, would be moving me and would call me in the morning. The morning of the move, no call. I called and the receptionist, Jennifer (I think) told me they would be there at 3:00 pm and gave me the driver's number. He said they had been delayed. They did not arrive until 5:30pm. It was not Royal Movers, it was A-1 Moving and Transport of Sacramento. They started moving boxes into the van and then, pulled a string across the truck telling me I had only paid for what was behind the string and if I wanted everything moved, I had to pay more. I had to be out; it was too late in the day to contract another mover. I believe United Movers and A-1 Transport used this late arrival ploy to extort more money out of me. I had no choice but, to sign a contract with A-1 agreeing to pay another $4515. The truck they brought was too small for all my goods, they left some behind. They said that was the size truck they were hired for. 2nd pickup did not happen. Goods arrived on the 31st, not the 27th I paid extra for. United Movers defrauded me and did not deliver the services under the contract. The reception called me on the 27th. I asked to speak with someone in charge. No call.

  Business Response

  Date: 06/22/2022

  Business Response /* (1000, 5, 2022/06/01) */ This customer, Maria D*****, had provided us with the items she wanted to move that would take up an estimated 1019cf in the truck. When the crew arrived at pickup the customer had additional items that were not on the original inventory that she provided to us, and multiple items were bulky and bigger than expected requiring additional space in the truck to accommodate. She had reserved the 1019cf of space on the truck for her items, but with the extra items being added and the multiple bulky items she needed an additional 881cf on the truck which is why there was not enough room on the truck for everything she wanted to move. Regarding the timeframe, the pickup timeframe that we provide to customers is an estimated timeframe as we cannot guarantee a specific time since there are many factors that drivers deal with on the road that could potentially cause a delay. We try our best to stick to the timeframe we provide, unfortunately it is not a perfect world and things happen. We arrived for pickup on the day that the customer requested per contract. We do ask that customers are available for the entire day of their pickup. Our crew did not intentionally arrive late in the day as a ploy to extort more money from the customer like Maria D***** stated. It was explained to her that we could load items up to the 1019cf that she has reserved or if she wanted to take additional items, they would be priced accordingly at the binding rate of $4.50 per cubic foot. She chose to take the additional items which in turn increased her price. She agreed to this and signed the revised written estimate. It was explained to the customer at the time of booking that we are a carrier group, and we work with three carriers that we know personally and know how they work. It is also stated on the contract that Maria D***** signed on 01/19/2022 and on the updated contract that she signed on 02/23/2022. Our customer service representative, Lauren, also explained this to Maria D***** during a phone call on 02/02/2022. The carrier we had originally chosen to perform this move was unavailable so to proceed with the move on the requested date we had to assign the job to another carrier. Lastly regarding delivery, Maria D***** paid and additional $900 for expedited delivery and $150 for a 1-day pickup date since we typically have a 2-day pickup window. This resulted in an additional charge of $1,050.00 charge that was processed on 02/23/2022. She had provided a delivery window of 03/27/2022-03/28/2022 that was added to the contract on 02/23/2022. When the crew picked up Maria D*****' items, she changed her FADD (first available delivery date) to only one date of 03/28/2022. She had been told that we needed at least a 2-day window for delivery to compensate for unexpected delays; this moved the delivery window to the new dates of 03/28/2022-03/29/2022. Maria D***** signed her Bill of Lading acknowledging delivery of her items on 03/29/2022. We can send Maria D***** a copy of the paperwork if she requests. Consumer Response /* (3000, 7, 2022/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The estimate given by Christain of United Movers was originally based on no visual inspection until I insisted on one. Christian viewed the items via Duo and based on a visual inspection of all the items to pickup including all the bulky items plus my statement of 30 boxes and pictures of the items to be picked up at the second location. There were no additional or new "bulky items" as they state. The estimate was the same after the visual as it had been before the visual. This was an illegitimate estimate designed to convince me sign on with them as they knew they would defraud, and extort me to pay double the estimate. Also, because I am a senior, I believe they thought they could take advantage of me. This is an illegal practice that is complained about when dealing with unscrupulous brokers in the moving industry. They did not fulfill their contract. They conspired with A--1 Transport to arrive so late that I would have no option but, to sign a contract with them to move my items. I objected to A-1 Transport's telling me I had to pay more money. They claimed to call United Movers but, told me no one answered. I was forced to sign a contract with A-1. A-1 was hired by United Transport. The bill of Lading has the same contract number as the binding contract from United Movers and A-1 accepted the money I had paid to United as the down payment, $150 for the second pickup and the additional $1005 for the guaranteed delivery date. It all falls back on United Movers and they failed to fulfill there binding contract. I am due for a refund Business Response /* (4000, 9, 2022/06/07) */ The $150.00 charge was for the 1-day pick up window, not to add a stop at a second pickup location. The address of *************************** to the address of ***************************** is only 5.4 miles (local roads) from one another or 7.9 miles if taking route of I-80. Per your contract if extra stop is within 10 miles of original pickup location no additional charge will apply. Your binding contract with United Moving and Storage is for a locked in rate of $4.50/per cubic foot which was adhered to in the revised written estimate that you signed at the time of pickup. The rate you were given by your sales rep is an estimation based on the items to you provided. We attempt to get as close as possible estimating the amount of cubic feet that your items will take up on the truck but will not know exactly until our crew is at the location to physically see the items and load them. Even when doing a video call our reps are estimating the size of your items since they are not physically at the location to get an exact measurement. Also unless it is requested by a customer our sales reps don't get a customer's inventory through a video call. I can send you the revised written estimate that you agreed to and signed at the time of pickup that lists the additional and bulky items. You were provided relocation services in accordance to the terms and conditions listed on your contract. You paid for the amount of space that your items took up on the truck. I will be sending you all documents and contracts for your move to the email address we have on file for you. Consumer Response /* (4200, 11, 2022/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The second location was less than 5 miles away. United Movers is focusing on the minutia. They are ignoring and trying to cover up that they engaged in an illegal practice that is usually investigated by the Attorney General's Office and the Department of Transportation. That is to give a quote and then double the amount at the time of pick up or delivery. They defrauded me and I will continue to pursue this. Please post this publicly so that others, especially seniors are not duped and defrauded as I have been. They knew I was a senior because Christian saw me via Duo and as I walked around the property, I discussed how I am slow due to a disability. I am due a full refund. Business Response /* (4000, 13, 2022/06/09) */ At this point there is nothing else to explain and I would just be repeating myself. I have sent you all of your documents for your move to your email address that we have on file. I suggest that you reread the responses from our company posted here again, more carefully, and go over your paperwork. I have even highlighted certain parts for you as well as your signatures and the dates you signed. Lastly, our company employs and has many customers who are all of differing age, class, sex, religion, race, color, national origin, mental/physical disability etc. and no one employed by our company practices discrimination which is not only morally wrong but illegal. Consumer Response /* (4200, 15, 2022/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no more this unscrupulous company can do to hide the fact that they defrauded me and failed to meet the terms of the binding contract. I have a letter from them where they state they are not a broker but, they lie. They are a broker. Their receptionist confirmed it when I called to ask. They are very capable of lying and what they have presented here are lies and a cover up. If this avenue has been exhausted, I move on to the next level. Business Response /* (4000, 17, 2022/06/15) */ At this point there is nothing else to explain and I would just be repeating myself. I have sent you all of your documents for your move to your email address that we have on file. I suggest that you reread the responses from our company posted here again, more carefully, and go over your paperwork. I have even highlighted certain parts for you as well as your signatures and the dates you signed. Consumer Response /* (4200, 19, 2022/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have all the paperwork so, your efforts do not resolve this issue. You defrauded me and I will continue to seek redress through other government entities both civil and criminal and if that doesn't work, I will see you in court. You lied and took advantage of me and failed to meet the terms of a binding contract.