Moving USA

It seems as there is a bit of confusion on the part of customer id # [redacted]; the customer's sales rep was/is Tom S[redacted]; upon reserving her move based on the moving estimate and providing signature- stating that she has read and agrees to all terms and conditions. Customers pay for the amount of...

spay they occupy on the truck. Customer id # [redacted]; clearly on the pick-up had more items then her original inventory with the e-signature; therefore she was charged more. More space occupied the higher the cost As far as for packing that actually clearly in block letters is spelled out on the estimate that it is additional; hence and additional $18.00. Our deliveries as per contract state can take place for Missouri up to 14 business days with a legality up to 21 business days. Customer id's # [redacted] pickup took place on 10/25/14; on 10/30/14; she has called screaming at me that the price was higher and where is my stuff. After I have explained to the customer id # [redacted] the entire procedure; she cussed me out and I politely asked her to call me back when she is able to speak to me as one human being to another. Shortly after her mother and herself were calling dispatch screaming of where customer id # [redacted]'s household goods were. As per their request the truck was sent out for delivery; as per our contract it clearly states- "...if you will not be able to accept the delivery when the truck is in route or there to deliver, the redelivery fee will apply." Customer id # [redacted]'s did not accept the original delivery as per her own and mother's request When customer id # [redacted] did not accept her delivery the first time around; Mike H[redacted]; our Operations Manager called her and spoken to her and did remind customer id # [redacted] that there will be a redelivery fee of $750.00, When we had the next truck leaving for MO; our dispatch department called customer id # [redacted] and told her that the truck is in route and should be there shortly; as of November 12th around 8:00 p.m. EST when the conversation was completed; customer id # [redacted] stated that we will not hear about the delivery in the next few days. The next day of the afternoon customer id # [redacted] emails me her first available delivery date of 11/17/14. On 11/18/14 our dispatch department informed customer id # [redacted] of the truck leaving and should reach her in 2-5 days. On the 215t of November the customer id # [redacted]; was nowhere to be found and did not accept the delivery. We called several times, the operations manager, dispatch, driver, myself. Left voice mail messages on both of the numbers provided by the customer id # [redacted]. This was a second official delivery attempt; since we were able to reroute the truck one time with no fees to the customer. We called, emailed, even texted and only then did she comply. Customer id # [redacted]; did receive a $200 discount on the delivery; regardless of what she has put us through. Thank you kindly for your time and assistance in this matter.Sincerely,Natalie SClaims Department Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: While they say they are still processing the claim..they still have not agreed on the amount of cubic feet billed versus actual space used..They have the pictures that I took and refuse to acknowledge the difference.  If they would acknowledge the difference, this would quantify the amount being refunded to me versus the unknown right now.  Had they not try to tell you about the number of pieces and boxes in their first response, I wouldn't be as concerned.  Clearly that was misdirection, and not pertinent to the billing of cubic feet. Still waiting for the correct response and thank you for your efforts.  Sincerely, [redacted]
Regards,
[redacted]

See Attachment
 
Revdex.com of Metro Washington DC <[redacted]@[redacted].org>Jan 6to me complaint id # [redacted]---------- Forwarded message ----------From: [redacted] <[redacted]@[redacted].com>Date: Mon, Jan 5, 2015 at 12:15 PMSubject: Re: My moveTo: Revdex.com of Metro Washington DC <[redacted]@[redacted].org>My apologies I forgot to include my complaint number. I will resend with appropriate information. Thank youOn Jan 5, 2015 8:56 AM, "Revdex.com of Metro Washington DC" <[redacted]@[redacted].org> wrote:Thank you for contacting the Revdex.com.  The Bureau does not process complaints that are simply cc’d to us.  We can only assume your intent is to make us aware of the problem, but not to call for specific intervention on our part.  If you would like this filed as a formal complaint, please fill out the complaint form on our national website, www.Revdex.com.org.On Mon, Jan 5, 2015 at 9:54 AM, [redacted] <[redacted]@[redacted].com> wrote:Ms S[redacted],I am so very upset - the movers arrived and the inventory list they provided was handwritten. It was not the original Contract viewed and signed on line.  As the Driver, Ray, Stated he was picked this shipment up from a warehouse which was not secured.  There was mention of you taking my belongings and putting them in a warehouse, why?  They were safe in the storage I had.  Also, there was no mention on the original contract that you would place my things in a warehouse. Per your Sales person they would be wrapped and shipped directly to me. Attached is a list of damaged and missing items. I notice on the contract there was 45 items but I only received 23. Please note:  it was explained to the moving coordinator that I am in Kansas and was unable to be in DC for the move.  I explained that my Grandson would be there to let the movers into the storage and pay them but he had no authority to alter my contract.  He said he understood and they just needed someone there so they could gain access and receive payment.Ms. [redacted]Overland Park, KS  66213###-###-####
 Revdex.com of Metro Washington DC <[redacted]@[redacted].org>AttachmentsJan 6to me ---------- Forwarded message ----------From: [redacted] <[redacted]@[redacted].com>Date: Mon, Jan 5, 2015 at 2:46 PMSubject: Fwd: My moveTo: Revdex.com of Metro Washington DC <[redacted]@[redacted].org>Complaint #[redacted]---------- Forwarded message ----------From: [redacted] <[redacted]@[redacted].com>Date: Mon, Jan 5, 2015 at 8:54 AMSubject: Re: My moveTo: natalie@[redacted].comMs S[redacted],I am so very upset - the movers arrived and the inventory list they provided was handwritten. It was not the original Contract viewed and signed on line.  As the Driver, Ray, Stated he was picked this shipment up from a warehouse which was not secured.  There was mention of you taking my belongings and putting them in a warehouse, why?  They were safe in the storage I had.  Also, there was no mention on the original contract that you would place my things in a warehouse. Per your Sales person they would be wrapped and shipped directly to me. Attached is a list of damaged and missing items. I notice on the contract there was 45 items but I only received 23. Please note:  it was explained to the moving coordinator that I am in Kansas and was unable to be in DC for the move.  I explained that my Grandson would be there to let the movers into the storage and pay them but he had no authority to alter my contract.  He said he understood and they just needed someone there so they could gain access and receive payment.Ms. [redacted]Overland Park, KS  66213###-###-####
 ?Also, included: 1 conventional Oven    - Damaged   (tape was removed)                         1 Vacuum Cleaner       - Damaged   (brushes broken
Revdex.com of Metro Washington DCFeb 3 (8 days ago)to me ---------- Forwarded message ----------From: [redacted] <[redacted]@[redacted].com>Date: Tue, Feb 3, 2015 at 8:49 AMSubject: Re: My moveTo: Revdex.com of Metro Washington DC <[redacted]@[redacted].org>Complaint #[redacted]Please inform me of how the company has made a good faith effort.  I have not heard from them.  Will I get a portion of the insurance claim or what will they do?  I have asked my church to assist me during this transition.  Please advise me on how Revdex.com reached this conclusion.Blessings.

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Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].
Inbox
x 
Revdex.com of Metro Washington DC
Jul 10 (11 days...

ago)
to me 
---------- Forwarded message ----------
From: <[redacted]>
Date: Thu, Jul 10, 2014 at 11:05 AM
Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].
To: [email protected]
Dear Revdex.com and [redacted],
 
This is the reply back for File# [redacted]. 
 
Customer ID: [redacted]'s
Wife contracted Moving USA, LLC for Moving she was also the one on the pick up location in WV; who went over all the moving documents signed and dated.  [redacted] knew of everything prior to the truck being loaded as she was informed that the price will be going because she wanted to take a lot more things with her that were not on the original inventory.  The original inventory was based on 90 pieces which is two pages of documented inventory; however, the customer had seven pages of inventory upon pick up.  Our Moving Estimate states all the payments procedures and options as does the moving contract in three separate places.  All copies were provided to [redacted] upon pick up and scanned and emailed within 48 hours for customer ID [redacted]. Upon the pick up no payment was made, [redacted] did inform us that she will be wiring money in the next day.  The items had several damages already upon the pick up as was stated in the inventory pages per item upon pick up and copies were provided upon pick up and emailed.  The customer did not have an additional Full Value Protection as per Free Limited Liability Insurance the following was applied to the claim itself for damages:Filing Claims:Should the customer not declare a specified value and not pay the additional valuation charge hereon, then the Customer hereby agrees to the company's limited responsibility as specified on the contract($0.60 cents per pound per article) with a maximum of up to $50.00.
 
Insurance-"notice under Maryland law(article 56, section 176A)
" Every moving and storage firm is required to advise you that the purchaser should obtain insurance to protect him/her from loss of goods."
 
The company shall not be liable for the loss or destruction of/or damage to the Goods tendered hereunder to any part Thereof unless claim is made in writing supported by a paid delivery and filed with the company within (10) days after the Goods are delivered. Bill demand thereof is refused.
 
Customer is responsible for all items packed by owner.
Customer is responsible for all press wood items." 
 
Mr. Customer Id[redacted] was also notified when the truck was loaded of his balance due and that upon the delivery is payable ONLY in U.S. Postal Money Order or Cash ONLY, as the contract has previously stated in three places and the moving estimate.
 
The following rules were provided to [redacted] upon pick up and she read, signed and dated.  The copies were also provided to her and later email to customer ID[redacted].   Prior to receiving the claim from Revdex.com; we had an internal claim that has been already filed by customer ID  [redacted] and at this time has been resolved.  We have a Claim Form on file signed by Mr. Customer Id[redacted] and the check number [redacted] has been mailed on or about July 3rd, 2014.
 Thank you kindly for your time and assistance in this matter.

Handwritten Attachment

Review: I made the big mistake by not looking up reviews about this company. They are a complete scam. As part of my work I have moved numerous times across the US and international to several countries. This by far is the worst moving company I have ever been exposed to. I give one star because I have to. The scam begins with sales and ends with the delivery. [redacted] the front sales man claiming honesty and cheapest price sets up a incomplete form. When the movers arrive they tried to double the price of the charge claiming it was more than the 300 cubic feet. I've more plenty of times and what I had was not 600 cubic by a long long shot. The mover was lying. He made no calculation and could not verify the amount exactly. He tried to raise the price for $1,100 to $2,150. I said no way and was force to accept $1,600 that was still and over charge.

Upon arrival in **. [redacted] with the most dilapidate moving truck I have ever had my goods moved in. The driver was so incompetent he could not drive into the moving area 20ft from the front entry of the storage facility, which all other moving vans used! He claimed I had to pay $75 for long distance move. After calling the Moving USA office manager [redacted], and [redacted] several times having them speak to the managers for the storage facility and the head driver of a United Van Lines moving van that was there at the same time, all of whom verified it was only a 20 foot entry deliver. [redacted] still believed the lies of their driver [redacted] who was going to leave my goods on the street sidewalk and drive off if the long distance charge was not paid. The truck driver [redacted], the office manager [redacted] and the sales Manager [redacted] are con artists without conscious. They drag through the mud the reputation of moving companies. I am hopeful everyone one reads this and the other reviews before they are ripped off by this lousy moving company.

Business

Response:

Dear Revdex.com Offices and Honorable **. [redacted],

On the day of Customer's Delivery Customer ID#[redacted] called frantic and screaming as [redacted] our customer service rep answered the phone. Customer ID# informed us after [redacted] calmed him down that the driver was putting his things on the sidewalk and not delivering them inside the storage on the third floor. After Speaking to several people including one other driver at the storage facility that there were several discrepancies. Customer Id#[redacted] informed us several times that he was trying to deal with this in professional manner as he jumped inside the driver's trailer more then once. As Customer ID# Contract States that there is charge for Long Carry the First 50 ft. are free and each additional 50 feet is $75.00. The driver originally discounted the rate to Customer ID#[redacted] to $50.00 and the Customer put on a show for everyone on the location. What Customer ID has also mentioned that his original inventory at the time of the reservation had 25 pieces, and upon pick up his inventory was doubled to 51 pieces. Hence for his price increase; the foreman upon the pick up discounted Customer Id#[redacted] a great deal where is to where customer was at 600 CF; he was only charged for 450CF. that's a savings of $525.00+ I can gladly scan and forward all the moving documents for Customer ID# that supports all of the above statements. It was confirmed that there was another vehicle blocking the inside entrance of the trailer; therefore long carry was necessary of 120 **. If the customer wanted the driver to wait as it states on the contract we have no problem with that; however, there is a $75.00 charge or each hour and $350.00 for full day of waiting. However, Customer ID#[redacted]; although he signed and dated his moving contract on the pick up of December 9th, 2013 did not want to abide by it. As the show continued in Florida; the police was called and a police report was filed. Again; we are willing to work with our customers; however, we need customers to work with us. Thank you for your time and assistance in this matter.

Happy Holidays!!!!

The Claims Department.

Review: My items were picked up from my apartment in [redacted], Va on June 30th. The delivery was supposed to be July 3rd. When I requested information about the location of my items, no one was clear exactly where were the items. Finally, I got news that the truck broke down. I inquired what was their contingency plan as a business and what steps they were doing to expedite this. They have not responded. In sum, in the conversations we have had, I receive either "I do not know when your items will come to you." or the problem is listed and there is no follow up or solutions given. I have been clear to them that I need my items before the 25th of July - there has been no type of customer service.Desired Settlement: Delivery of items by July 27th and a 70% discount on services rendered.

Business

Response:

[redacted]

Aug 13

to me

Dear Revdex.com and [redacted],

For the Customer ID#[redacted]; has filed an internal Claim and we are processing it internally. We would like to request from the customer which route she prefers; to keep processing the internal claim with us or as to just process it with Revdex.com and close an internal claim with us. Thank you kindly for your time and assistance in this matter.

Sincerely,

Natalie S[redacted]

Claims Department Manager

MOVING USA LLC,

###-###-####

WWW.MOVINGUSALLC.COM

Review: Movind USA LLC moved my mother's belongings from [redacted], DE to [redacted], CT. We were told the move would take 3 to 5 days, but it took 7. When the movers picked up my mother's belongings on July 1 2013. I was told I would need to pay with cash or a money order when they were delivered, so I got a bank money order the next day to be ready. After 4 days with no delivery I tried to contact [redacted] in customer service, but her voicemail was consistently full, so I spoke with [redacted] in customer service. She assured me several times I would receive a "big discount" for the delay and I would be hearing from the dispatcher about the delivery the next day (Saturday). I didnt receive a call so I called the dispatcher and was told the movers would be arriving at my house Monday around 8pm. Monday night I got a call from the deliverymen saying they were nearby and would need cash or a postal money order (the first time I was told I needed a POSTAL money order). When the movers arrived at my house, the driver became very angry when I gave him a bank money order. He started yelling that he had called and said he needed a postal money order (he called Monday night after 730pm, the post office as closed!), and that if his dispatcher wouldn't take the bank money order it wasnt his problem and he wouldn't release my mother's belongings. After speaking with his dispatcher he accepted the bank money order and brought in my mother's belongings. My mother's bed frame, tv, and mirror supports for her antique bureau were missing. They also brought in a box that wasn't ours, and I had them take it back, but its obvious they mixed several peoples belongings together. I left a message a couple days later for [redacted] about the missing items, and about my promised "big discount" and my mother's missing senior discount. I received a message saying they would look into the missing items, and by law they have 120 days to resolve the complaint. That was the last I have heard from them. I have tried calling dozens of times, but with only two exceptions all customer service voicemails are consistently full. The replacement cost for the missing items is $600, plus the promised big discount and the missing senior discount, and they are not responding to my concerns. I feel they are trying to take advantage of a senior widow (my mom) and dont care now that they have their money.Desired Settlement: I would like replacement cost for the missing items, $600, and the promised big discount, along with the missing senior discount.

Business

Response:

#[redacted]

Inboxx[redacted]

Sep 3

Dear **. [redacted],

As per our conversation on 8/29/13 on the customer ID# [redacted]; following up with you with an email reply. We do acknowledge that it usually takes 3-5 business days; and she did have her belongings within 5 business days; Pick up occurred on 7/1/13 and delivery took place by 7/8/13. Although on the forms that customer ID# [redacted] has signed states clearly from your first available delivery date it can take up to 14 business day for the delivery. Upon every delivery as we state to the customer and in all our moving documents from the first email they receive; until all the moving contracts completed upon pick up that cash or U.S. Postal Money Order is due upon delivery. Unfortunately my email can be filled up within 20 minutes period between my meetings and constant phone calls out. A customer can call 12 times continuously and not leave one message, however, allow it to go to V. M. and repeat call backs; that takes up space in the voice mail box. However, all my calls, unless is Saturday are forwarded to my cell phone where I answer all my calls or return them back within 20-30 minutes, unless I am in a meeting. **. [redacted] called on the third day of not receiving her items; and was told after the move is completed and the claim is filed we will see what can be done for her. I have spoken to customer ID#[redacted] on a few different occasions and explained to her the entire claims process. Yes, by the DOT guidelines and regulations a Moving Company; has up to 120 days to process a Moving claim from the time the move is complete and the claim has been started. I have also explained to customer ID number[redacted] that by the original estimate she has received two types of the discounts already; One is the fuel surcharge was discounted from 11% to 5%; her sales representative [redacted] also gave her mother Packing Materials and Labor all for $45; another $100.00 discount plus, and an additional discount of $52.66 from the original estimate. At the time of the delivery **. [redacted] contacted me and informed me her mom's TV and the bed rails for her bed were missing; I contacted the dispatch manager at that time for them to try to locate it and also informed customer ID # [redacted] that the claim has to be done in the written format. I also have an email dated on 7/9/13 that customer ID#[redacted] was missing the rails for her mom's bed and her television set. We do not try to take advantage of anyone and always resolve our moving claims in a timely manner. Customer ID# [redacted]; did not purchase a full coverage insurance and went with our Limited Liability Insurance of $0.60 per lb. per article. Therefore her claim will be processed according to the Limited Liability Insurance. As far as all the extra discounts they have been already applied to her move; according to her moving contracts. Thank you kindly for your time and understanding.

Sincerely,

Senior Relocation Specialist

Claims ManagerMOVING USA LLC,

###-###-####

WWW.MOVINGUSALLC.COM

Business

Response:

YOUR MOVING CLAIM:[redacted]

Inboxxn[redacted]

Sep 3to [redacted],

Dear **. [redacted],

Your moving claim has been processed and the regular evaluation amount is $75.00; however, I fought long and hard for you and we were able to settle with the Dispatch Manager and the CEO of the company on $200.00 maximum. We have attached a Claim Release Form for you to complete and sign; once we receive the Claim release Form the billing department will process a Moving Claim Check for you in the amount of $200.00. Thank you kindly for your time and understanding. "Filing Claims:Should the customer not declare a specified value and not pay the additional valuation charge hereon, then the Customer hereby agrees to the company's limited responsibility as specified on the contract($0.60 cents per pound per article) with a maximum of up to $50.00. Insurance-"notice under Maryland law(article 56, section 176A)" Every moving and storage firm is required to advise you that the purchaser should obtain insurance to protect him/her from loss of goods." The company shall not be liable for the loss or destruction of/or damage to the Goods tendered hereunder to any part Thereof unless claim is made in writing supported by a paid delivery and filed with the company within (10) days after the Goods are delivered. Bill demand thereof is refused. Customer is responsible for all items packed by owner.Customer is responsible for all press wood items."

Sincerely,

Senior Relocation Specialist

Claims ManagerMOVING USA LLC,

###-###-####

WWW.MOVINGUSALLC.COM -------- Original Message --------

Subject: [redacted] missing and broken items

From: [redacted] <[redacted]>

Date: Tue, July 09, 2013 1:50 pm

To: [redacted]

Hi the missing items are my mother's tv and bed rails. She received the headboard and the footboard. I will also send pics of damaged items and the crushed tub they were in.Thank you.

Sent via the Samsung GALAXY S™4, an AT&T 4G LTE smartphoneNew Doc 1.pdf

505K View Download

Review: My furniture didn't arrive on time. I was charged $300 for a shuttle since the 18 wheeler didn't fit. I had to call the police since the drive refused to put in writing that he was not going to attempt I advised him that I was going to file a complaint since he didn't even try. I also told him at 11:30 to go ahead with the shuttle since I needed my furniture. The police asked why he could not attempt deliver and he said he wasn't going to. I have a record of the police call. it was 12:15 when the police left and I again asked the drive to get the shuttle. His boss then proceed to tell the drive to charge me $150 since I kept the driver for 1 1/2 hour which was a lie. The driver also used profanity to a man who was helping me.told him to shut the f____ up. This is totally unprofessional. I looked over the contract and there is no price for a shuttle or keeping the driver. Sammy admitted he left my expensive fan behind and several dishes was broken. I want my $450 back and the cost of a box broken dishesDesired Settlement: Refund of $450 and my fan replaced or compensated. The drive also needs to apologize to the gentleman he cursed at. I also want to be compensated for my broken dishes.

Review: It has been over a month since Moving USA, LLC, [redacted], MD, has picked up our goods in Virginia. It has not been delivered.

I contracted with Moving USA, LLC in [redacted], MD, for our retirement move from [redacted], VA to Sheridan, WY. In the contract, it was stated that it could take up to 21 days to receive our shipment. We were fine with that. After several calls to our move coordinator, [redacted], our goods are STILL at their facility. At one point, [redacted], in their claims department, threatened to charge us storage fees. That's absurd since we're waiting here for them to bring it. [redacted] just keeps telling me they're "waiting for a driver to come back from the west."

Our items were picked up on May 17th. It is now June 18th and the shipment is still in their facility. We want our belongings.Desired Settlement: We want them to drive our belongings to us.

Business

Response:

---------- Forwarded message ----------

From: <[redacted]@movingusallc.com>

Date: Mon, Jun 30, 2014 at 3:51 PM

Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].

To: [email protected]

Dear Revdex.com and [redacted],

This is reply to customer ID [redacted]:

That is correct we did a pick up for Ms. CUSTOMER ID [redacted] on May 14th, 2014; and [redacted], did not make a payment upon the pick up in her home in Virginia. We have received a partial payment from their daughter on or about May 30th, 2014. Their daughter and I had a phone conversation on the 15th of May that she would be making a payment now (check was dated May 23rd and mailed) with an attached note that the payment upon the delivery will not be made prior to June 1st, and how much she appreciated that we were working with her to help her. This is the email word for word that I have emailed [redacted] on May 15th, 2014: "Dear [redacted],

Thank you kindly for getting back to me and it was a pleasure to speak to your daughter over the phone. Your daughter informed me that she will not be able to make a payment upon the delivery prior to June 1st. Therefore if we show up with your household goods prior to June 1st; and [redacted] will not be able to make the final payment in U.S. Postal Money Order or Cash in the amount of $990.38; then we would have to redeliver the items and there will be a$750.00 redelivery fee. [redacted], as per our conversation, is only able to make a partial payment on the 23rd and then one on the 1st of June. Thank you kindly for your time and understanding.

Sincerely,

Claims Department Manager

MOVING USA LLC,"

Consumer

Response:

Idenia Campbell

We contacted this company on 6/30/2014 2:44:18 PM, We are still waiting to he...

Jul 10 (12 days ago)

Jul 10 (12 days ago)

to me

I finally did receive my household goods on Monday, July 8th at 6 p.m.

I asked the driver if his truck had broken down in Kansas. He replied that he owns his own truck and all he did was hook up to the trailer on July 3rd and drove out here. He said he did not go through Kansas. Our shipment was the first one to off load and he was going on to Montana to off load another shipment and then to Washington state to drop off the final two loads. They lied to me just as I suspected; and they were rude to me. I spoke with [redacted], the dispatcher, [redacted], the move coordinator, and [redacted], the claims manager. All of them were rude. They did give me a $400.00 discount, but I will never recommend them to anyone. Now, they've emailed me a form to sign stating that I will not now or forever more file a claim against them.

Thank you for contacting them. If you hadn't, I think I would still be waiting for delivery.

Business

Response:

See Attachment

Revdex.com of Metro Washington DC

Jul 11 (11 days ago)

to me

---------- Forwarded message ----------

From: <[redacted]@movingusallc.com>

Date: Fri, Jul 11, 2014 at 1:41 PM

Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].

To: [email protected]

Dear [redacted] and Revdex.com,

The above mentioned complained was replied on June 30th: Please see below:

"Dear Revdex.com and [redacted],

This is reply to customer ID [redacted]:

That is correct we did a pick up for Ms. CUSTOMER ID [redacted] on May 14th, 2014; and [redacted], did not make a payment upon the pick up in her home in Virginia. We have received a partial payment from their daughter on or about May 30th, 2014. Their daughter and I had a phone conversation on the 15th of May that she would be making a payment now (check was dated May 23rd and mailed) with an attached note that the payment upon the delivery will not be made prior to June 1st, and how much she appreciated that we were working with her to help her. This is the email word for word that I have emailed [redacted] on May 15th, 2014: "Dear [redacted],

Thank you kindly for getting back to me and it was a pleasure to speak to your daughter over the phone. Your daughter informed me that she will not be able to make a payment upon the delivery prior to June 1st. Therefore if we show up with your household goods prior to June 1st; and [redacted] will not be able to make the final payment in U.S. Postal Money Order or Cash in the amount of $990.38; then we would have to redeliver the items and there will be a$750.00 redelivery fee. [redacted], as per our conversation, is only able to make a partial payment on the 23rd and then one on the 1st of June. Thank you kindly for your time and understanding.

Sincerely,

Claims Department Manager

MOVING USA LLC,"

Not once did the customer nor I have a conversation about storage. Upon her conversation with our dispatch manager last week; he informed our customer that the truck broke down and they were evaluating what is wrong with the truck; this is a tractor trailer long distance runner. Once the truck is repaired we will inform the customer when will it be arriving and that he assured the customer she will be getting a discount after the move is completed. Unfortunately there are certain elements beyond our control. Thank you kindly for your time, assistance and understanding in this matter."

Sincerely,

Claims Department Manager

MOVING USA LLC,

[redacted]@movingusallc.com

WWW.MOVINGUSALLC.COM

-------- Original Message --------

Subject: You have a new message from the Revdex.com of Metro Washington DC &

Eastern Pennsylvania complaint #[redacted].

From: [email protected]

Date: Mon, June 30, 2014 11:44 am

To: [redacted]@movingusallc.com

You have a new message waiting for you from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to consumer complaint #[redacted]. Please click on the link below to access the online dispute resolution web site and read this message.

Click Here to see the complaint

If your email program does not support HTML copy and paste the link below into your browser

This is a post-only mailing. Replies to this message are not monitored or answered. If you have any further questions or concerns, please do not hesitate to contact us at ###-###-####.

Revdex.com serving Metro Washington DC & Eastern Pennsylvania (Washington, DC) 1411 K St. NW, 10th Floor Washington, DC 20005-3404 Phone: ###-###-#### Fax: ###-###-#### Email: [email protected] Web: www.myRevdex.com.org

Recall

Recall

RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].

Claims Department Manager

MOVING USA LLC,

###-###-####

[redacted]@movingusallc.com

WWW.MOVINGUSALLC.COM

-------- Original Message --------

Subject: You have a new message from the Revdex.com of Metro Washington DC &

Eastern Pennsylvania complaint #[redacted].

From: [email protected]

Date: Fri, July 11, 2014 3:43 am

To: [redacted]@movingusallc.com

You have a new message waiting for you from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to consumer complaint #[redacted]. Please click on the link below to access the online dispute resolution web site and read this message.

Click Here to see the complaint

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This is a post-only mailing. Replies to this message are not monitored or answered. If you have any further questions or concerns, please do not hesitate to contact us at ###-###-####.

Revdex.com serving Metro Washington DC & Eastern Pennsylvania (Washington, DC) 1411 K St. NW, 10th Floor Washington, DC 20005-3404 Phone: ###-###-#### Fax: ###-###-#### Email: [email protected] Web: www.myRevdex.com.org



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Review: Moving USA LLC picked up my furniture on June 20, 2014 in [redacted], MD. It was to be delivered to [redacted] , Florida on June 29, 2014.

Not only has it not been delivered, but they are not returning my phone calls or emails. I have no idea where my furniture is and I cannot get anyone to return my calls or emails. I have been in my apartment since June 28, 2014 and have not been able to get any answers. My mother has also tried to contact them by phone and email with no response.Desired Settlement: I would very much like them to complete the job and deliver my property immediately per our contract. I have paid them in full and am wondering if I made a mistake.

Business

Response:

#[redacted].

InboxRevdex.com of Metro Washington DC

Jul 16 (9 days ago)

to me

---------- Forwarded message ----------

From: <[redacted]>

Date: Tue, Jul 15, 2014 at 1:25 PM

Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].

To: [email protected]

Dear Revdex.com and **. [redacted],

This is the reply to Customer ID# [redacted];

On June 20th, 2014 we did the pick up for customer ID#[redacted] and her first available delivery date was on June 29th 2014. The contract that customer ID #[redacted] read over, signed and dated on the pick up date. Clearly stated. "PLEASE NOTE: There is up to 14 business days from the above mentioned date for delivery." On 7/7/14 Customer's mom called me after hours around 6:40 p.m. and I spend over an hour with her on the phone explaining everything to her from the sales department to the delivery. The conversation ended on a good note and that I will follow up with the customer the following day. On July 8th first thing that morning I called the customer and asked her if she has received any phone calls form dispatch on or around the 5th of July; she told me that she did and the her household goods should be there shortly. I called the mother and explained to her that her daughter Customer Id# [redacted] has received a call from dispatch on or around the 5th and has spoken to the driver since as of this morning. Unfortunately the mother who actually paid for the entire move was not aware of all of this because her daughter did not inform her. I am not in the office on Saturdays as I informed the mother on the 7th therefore I would of not had that knowledge that the household goods have left. Thank you kindly for your time and assistance in this matter.

Sincerely,

Claims Department Manager

MOVING USA LLC,

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WWW.MOVINGUSALLC.COM

Claims Department Manager

MOVING USA LLC,

###-###-####

WWW.MOVINGUSALLC.COM

Review: Initially when I spoke with (Moving USA (Mike H[redacted]) I was quoted $1140 for total cost to move. When I made the final arrangements with Moving USA (different person-Thomas S[redacted]e), I was given another quote of $1373.85 - equating to a $233.85 increase. To my surprise when the gentleman came to my home and loaded their moving truck with my things, I then receive the "final" paperwork which now included packing materials that I was unaware would be needed AND stated the total had now been increased to $1793.04 - an additional $419.19 coupled with having to now pay 50% up front ($900.00 was given). I was told that my items would be sent to a storage unit with 30 days of free storage until the balance is paid and a delivery date was established. I did agree to that, only to later find that 6 days later my items are being delivered to my new home - out of state. No one contacted me directly to ask if I was ready for delivery, so I had to refuse this delivery - thinking that I had time to get the balance due and schedule a delivery date.

Currently my items are being held in a storage unit until a balance is paid with a now new redelivery FEE of $750.00 + the balance due of $893.03. The total balance due is now $1643.03.

I am very unhappy with the way that business has been conducted. Had I known from the beginning that the cost would increase, and continue to increase as the process moved along, I would not have chosen this company. This moving cost - I can not afford. What I thought would be a relatively stress less experience has proven to cause extreme stress.Desired Settlement: I am seeking to have my items re-delivered at the originally quoted price agreed upon of $1373 - of which $900 has been provided. I would also like to have this company investigated for fraudulent and unethical business practices.

Business

Response:

It seems as there is a bit of confusion on the part of customer id # [redacted]; the customer's sales rep was/is Tom S[redacted]; upon reserving her move based on the moving estimate and providing signature- stating that she has read and agrees to all terms and conditions. Customers pay for the amount of spay they occupy on the truck. Customer id # [redacted]; clearly on the pick-up had more items then her original inventory with the e-signature; therefore she was charged more. More space occupied the higher the cost As far as for packing that actually clearly in block letters is spelled out on the estimate that it is additional; hence and additional $18.00. Our deliveries as per contract state can take place for Missouri up to 14 business days with a legality up to 21 business days. Customer id's # [redacted] pickup took place on 10/25/14; on 10/30/14; she has called screaming at me that the price was higher and where is my stuff. After I have explained to the customer id # [redacted] the entire procedure; she cussed me out and I politely asked her to call me back when she is able to speak to me as one human being to another. Shortly after her mother and herself were calling dispatch screaming of where customer id # [redacted]'s household goods were. As per their request the truck was sent out for delivery; as per our contract it clearly states- "...if you will not be able to accept the delivery when the truck is in route or there to deliver, the redelivery fee will apply." Customer id # [redacted]'s did not accept the original delivery as per her own and mother's request When customer id # [redacted] did not accept her delivery the first time around; Mike H[redacted]; our Operations Manager called her and spoken to her and did remind customer id # [redacted] that there will be a redelivery fee of $750.00, When we had the next truck leaving for MO; our dispatch department called customer id # [redacted] and told her that the truck is in route and should be there shortly; as of November 12th around 8:00 p.m. EST when the conversation was completed; customer id # [redacted] stated that we will not hear about the delivery in the next few days. The next day of the afternoon customer id # [redacted] emails me her first available delivery date of 11/17/14. On 11/18/14 our dispatch department informed customer id # [redacted] of the truck leaving and should reach her in 2-5 days. On the 215t of November the customer id # [redacted]; was nowhere to be found and did not accept the delivery. We called several times, the operations manager, dispatch, driver, myself. Left voice mail messages on both of the numbers provided by the customer id # [redacted]. This was a second official delivery attempt; since we were able to reroute the truck one time with no fees to the customer. We called, emailed, even texted and only then did she comply. Customer id # [redacted]; did receive a $200 discount on the delivery; regardless of what she has put us through. Thank you kindly for your time and assistance in this matter.Sincerely,Natalie SClaims Department Manager

Review: I hired moving usa to move my family from wv to tx. The quote I received was $3,500 once they had my items in the truck with only my wife and daughter there the price changed to $8500. We did have a couple extra items that were not on the quote, but surely not over double the quote. Now I'm in tx and my family in wv, Moving usa is now holding my items hostage til I pay them more money, requiring me to wire money. Once truck arrived in tx I took pictures of the cubic feet measurements which are provided by the moving company in the van trailer. After taking measurements and pictures it was obvious that they had over charged me almost 1000 cubic feet @ 3.55 cubic foot. The service was terrible, my items were damaged, and they also will not accept a cashiers check upon arrival. I had to find cash at 7pm for them to unload my items. The driver and his helper also told me that my load was no where near 2400c.f. As a matter of fact the driver showed me the ceiling of the trailer where the c.f. is marked off. These people are crooks, Do Not Use Them.Desired Settlement: refund on the overcharge (space used), insurance on all my damaged items. I'm demanding a credit of 900c.f. @$3.35 for space not used

Business

Response:

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Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].

Inbox

x

Revdex.com of Metro Washington DC

Jul 10 (11 days ago)

to me

---------- Forwarded message ----------

From: <[redacted]>

Date: Thu, Jul 10, 2014 at 11:05 AM

Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].

To: [email protected]

Dear Revdex.com and [redacted],

This is the reply back for File# [redacted].

Customer ID: [redacted]'s

Wife contracted Moving USA, LLC for Moving she was also the one on the pick up location in WV; who went over all the moving documents signed and dated. [redacted] knew of everything prior to the truck being loaded as she was informed that the price will be going because she wanted to take a lot more things with her that were not on the original inventory. The original inventory was based on 90 pieces which is two pages of documented inventory; however, the customer had seven pages of inventory upon pick up. Our Moving Estimate states all the payments procedures and options as does the moving contract in three separate places. All copies were provided to [redacted] upon pick up and scanned and emailed within 48 hours for customer ID [redacted]. Upon the pick up no payment was made, [redacted] did inform us that she will be wiring money in the next day. The items had several damages already upon the pick up as was stated in the inventory pages per item upon pick up and copies were provided upon pick up and emailed. The customer did not have an additional Full Value Protection as per Free Limited Liability Insurance the following was applied to the claim itself for damages:Filing Claims:

Should the customer not declare a specified value and not pay the additional valuation charge hereon, then the Customer hereby agrees to the company's limited responsibility as specified on the contract($0.60 cents per pound per article) with a maximum of up to $50.00.

Review: Our contract states delivery of our belongings within 24 hours of receiving a call from the mover and/or dispatcher which we received. The issue is the mover called 2 hours before the delivery date to cancel due to mechanical issues with the truck and they were in [redacted], Virginia. It's no way they were going to be in [redacted] Ga from VA in 2 hours to make the delivery. We had received no call prior regarding any issues with the truck the call we received on the day before was we will be there between 4-6pm. After a heated conversation which was put on speaker and recorded for the drivers rudeness and disrespect. We tried unsuccessfully to call many numbers in customer service to no avail and we have been sleeping on the floor for 2 weeks awaiting the arrival of our furniture. As to date the new date given by the driver and not the company is Tuesday, april 8, 2014 which is unacceptable. At what point was it known the truck was undriveable? why did customer service not reach out to us to see if we could be accomadated somehow? Why was the customer service unreachable?Desired Settlement: We wanted to be put up in a hotel or our delivery price reduced to reflect the seriousness of the issue. They made the date and set the time and broke it with no prior notice and it most business circles that constitutes a breach of contract. We would like some form of refund or deduction in price to address at issue that had nothing to do with us.

Business

Response:

Review: These Movers picked up our items, 18 boxes, from [redacted] Maryland on Wednesday July 30th and the foreman told us the items would be delivered to [redacted] OH this past Wednesday August 6th. We have not received delivery of our items. I have tried to contact them but nobody answers their phone and their voice mailbox is full. I have emailed my contact from their company, 'Dave' at [redacted] several times asking for clarification/delivery date and he will not return my call or answer my e-mail.Desired Settlement: Deliver our items as per our contract. Contact us and tell us when this will occur.

Business

Response:

Handwritten Attachment