US Standard Moving and Storage Reviews (%countItem)
US Standard Moving and Storage Rating
Address: 333 SE 2nd Ave STE 2000, Miami, Florida, United States, 33131-2185
Phone: |
Show more...
|
Web: |
www.usstandardmoving.com
|
E-mails: |
Sign in to see
|
Add contact information for US Standard Moving and Storage
Add new contacts
Jones and Gelbero did an excellent job. They were fast and efficient while still considerate of my things. They had a friendly and easy-going attitude the whole time, I have never been this happy before.
Thank you for taking the time to provide our company with positive feedback. We very much appreciate the opportunity to move families all cross the country.
It was a breeze to schedule, J and his crew came on time, worked hard, and did a good job. Pricing was reasonable and transparent, per hour plus a truck fee, no other hidden charges or nickel and diming. I would definitely use them again for any future moves!
Thank you very much for taking the time to provide our company with positive feedback.
I felt like being robbed or frauded and may never get my shipment back.
This has been a disaster in our life. We wanted a moving company to help us moving our furniture and all the other belongings in a three bedroom home from our home in Cody, WY to a new home at Leominster, MA. My wife found this company on internet and requested for a quote online. We were immediately contact by phone by a guy called *** After some conversation on the phone describing what we wanted to move, they sent us an estimate of $3,700 for the move and we happily agreed and paid a deposit for $1,081. Now the journey to death started. A few days before the scheduled pickup (May 28), a second person called us to confirm the moving but he proposed a huge increase in the cost, from the original $3,700 to something like $6,000. I felt like being trapped into then business as I told him if this is the new price we would not be able to afford it and have to have some other company to do the back. I was told it's too bad that of you do that you will lose the deposit you paid. Feel like being threatened as well as not willing to lose $1,081 for nothing, we agreed to pay a total of $5,000 to keep the job to be done and as such we paid another $500 of deposit. Finally, after 3 days of delay, a truck (which is a Budget rental vehicle) driver showed up along with a helper. They loaded up the truck of our three bedroom belongings and drove away to a destination which remains as of today as a myth.
At mid-June we thought it's about the time to contact the driver to ask about a delivery date. The driver never picked up our calls or responded out text messages. We then contact *** the guy who tool our deposit directed us to their customer service. We did as advised but we were told they try to contact the carrier. Eventually and after numerous calls to Marc as well as to the customer service, they told me they deliver on Thursday, July 2. This did not happen even though we kept calling to make sure they would delivery on that day. The subsequent week, we were told the new delivery date would be Thursday, July 7. This never happened again even after calls and calla to all possible numbers we could use. We started to get worried and nervous and felt like being in repair, living without furniture and other basic living support. Making phone calls became the last thing we wanted to do but still have to try, try and keep try. To our naive surprise, both the customer service and a new stranger (claiming as a third party, but using the cell phone number of the first driver) called and told us they will make a delivery on Friday, July 17. I am writing this review right now and this is August 22, 2020.
At the time we get completely lost and don't know what to do next except for writing this review to remind the innocent people to be carefully when choosing a moving company. We wish the mental and physical stress we endured will help others stay away THIS particularly company, to spell it correctly,
US Standard Moving & Storage Corp.
The financial and mental damage brought to us by us is huge and immeasurable. Our son was supposed to receive to personal belongings and school items before he started his first college life early this month. We ended up buying all news things for him when we drove him to Atlanta to have him settled in Georgia Tech. We lived in our new home in MA for nearly half year now without furniture. Whenever we need some thing we had to rent them. This company took our money and victimized us only to feel this is the best way to make a wealth without realizing they maybe be punished by God for the damage they had done to others.
I was told by *** that my $1,600.00 refund (for their failure to provide services for my move) would be today, yet the money is not in my account.
8/2/XXXX: XX:XXAM (EST) we received an email that they cancelled our move (this is the day they were to pick up our items).
8/13/XXXX: X:XXPM (EST) I call, speak with a customer service rep who tells me that our refund process was started on 8/3/2020 and that we will see the return of our $1,600.00 in 7 to 10 business days from that date of 8/3/2020.
8/19/2020: I send multiple emails regarding the lack of our refund and call again as we have STILL not received our refund. *** hangs up on me, *** sends me an email telling me that the money will hit our account today (8/19/2020). So far, as of 5:16PM (PST) our money is not in our account. Nothing they have said is true and they are unable to follow through on what they say. This company should not be allowed to prey on innocent customers.
I want the immediate return of my $1,600.00 deposit.
We apologize for the delay. However, as of 8/19/2020 the refund was processed on our end. We did inform the customer that it takes 1-2 days, depending on her bank, to release the funds. If she has not seen it as of yet, she is more than welcome to contact our Customer Service Department so they may take a deeper look into why she has not received it yet. We hope this finds you well.
(The consumer indicated he/she ACCEPTED the response from the business.)
I eventually go the funds. What I objected to (and still do) is them telling unsuspecting customers that their refund will be within 7-10 business days and it took: emails, calls, this complaint, and continued calls to actually get the money well after that time period.
They showed up on time with the right equipment to make the move a success. They were fast, efficient, and very careful with my household items. The owner came and assisted in wrapping and securing the large item with extreme care. Can' thank these amazing guys enough. Will work with the again!
Thank you so much for taking the time to provide our company for such positive feedback. We always appreciate hearing from our customers.
US Standard was supposed to pick up my stuff last Saturday. It's now late afternoon Tuesday and it hasn't happened yet. I didn't know they are a Broker. So I was also dealing with a local movers they arranged for me to move.
Both of this company are horrible. I thought getting a mover that would help me with my move would be easy. I was wrong. It was a total nightmare.
No one deserves to be treated like this.
Thank you so much for all your help. Everything with US Standard Moving was top quality and efficient customer care. Charles and George were so incredible and amazing with all of our things. We were concerned about moving our things and they confidently cared for it and everything else. 10/10 the best movers we could've ever asked for. Highly recommend these guys.
Thank you so much for taking the time to provide our company with such positive feedback. We take pride in moving families successfully all across the country.
BEWARE...
MY MOVE WAS SUPPOSE TO BE ON A TUESDAY, I CALLED TO CHECK ON THINGS ON MONDAY AND THEY TOLD ME IT WAS CANCELLED WITH NO WARNING.....THEY TOOK MY 500.00 DEPOSIT AND AFTER 11 DAYS STILL WAITING FOR IT...STAY AWAY FROM THIS COMPANY, *** IN CUSTOMER SERVICE HUNG UP THE PHONE ON ME1
DO NOT USE THIS COMPANY!
They are NOT a moving company. They ARE BROKERS but do not inform customers of that, and in fact lie when asked directly
Bait and switch. Lies and games when called on it. Refused to refund $2,500 deposit. Totally messed up dates. When called on their error, they passed me around to *** "levels" of "supervisors". End came when a customer service rep declared the company is not responsible for errors
Thank you for a great service from beginning to end. I've moved several times before and this was the best experience. The whole moving guys crew were prompt and hard-working. I am impressed with how they were. I will definitely use this company again.
Thank you very much for taking the time to provide our company with positive feedback. We very much appreciate it. Best.
I was scammed out of $550 by US Standard moving. They breached the contract and refuse to refund me.
In June of 2020 I booked a move from NY to NM to arrive in NM on 8/15/20. I called a few weeks later to change my arrival date to 9/9/20. The man I spoke to claimed that the only way to guarantee my furniture would arrive on 9/9 is to have them pick up on 8/3, leaving my family with no furniture for 6 weeks - this was not stated in the contract. Then on 8/2/20 I received a call from *** who was extremely rude - he claimed that I had to pay storage! The contract says nothing about storage. I told *** that I didn't want my furniture picked up so early but I was told that it was the only way to guarantee delivery by 9/9 - storage fees were NEVER mentioned to me and I'm not paying. I asked to speak to the salesman ***, or a manager - *** said NO. I demanded my $550 deposit back and *** hung up on me. I called back and spoke to customer service who put me on hold for a long time to supposedly go ask her manager about a refund. She told me that they are not giving me a refund and I still have not been able to get the manager Ashley on the phone. Please help! I really need my money back so I can hire another moving company.
Full refund of my $550 deposit as soon as possible.
We would like to begin with apologizing for the negative experience that you had with our company. Our purpose is to ensure that all of our customers experience a smooth transition while using our services. We always ensure to inform our customers to call us during their move if they experience any issues at any point throughout their move. We are here to assist in any way that we are able to and ensure that our customers are satisfied. We hope to provide clarity to the customer's claims. It is listed clearly throughout the customer's signed contract with US Standard that US Standard operates only as a broker that is coordinating the move on your behalf. It explains also that we are not the carrier and do not participate in the actual move itself.. We have included the following sections that thoroughly outline this as follows for reference.
4. CUSTOMER HAS HIRED US STANDARD MOVING & STORAGE AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, US STANDARD MOVING & STORAGE IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. US STANDARD MOVING & STORAGE WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIER MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.
5. AS A PROPERLY LICENSED INTERSTATE MOVING COORDINATOR/SHIPPER AGENT/BROKER, US STANDARD MOVING & STORAGE IS NOT A MOTOR CARRIER AND WILL NOT TRANSPORT AN INDIVIDUAL CUSTOMER/SHIPPER HOUSEHOLD GOODS BUT WILL COORDINATE AND ARRANGE FOR THE TRANSPORTATION OF HOUSEHOLD GOODS BY ANY FMCSA AUTHORIZED MOTOR CARRIER, WHO CHARGES WILL BE DETERMINED BY ITS PUBLISHED TARIFF. ALL ESTIMATED CHARGES AND FINAL ACTUAL CHARGES WILL BE BASED UPON THE CARRIER TARIFF WHICH IS AVAILABLE FOR INSPECTION FROM THE CARRIER UPON REASONABLE REQUEST.
We provide customers with the DOT courtesy window; however, we cannot guarantee a delivery day or time. I have provided the portion of the contract which states that.
14. ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. US STANDARD MOVING & STORAGE WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. US STANDARD MOVING & STORAGE WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES.
A refund of your deposit was not given due to our cancellation policy outlined several times throughout your contract:
SHOULD YOU ELECT TO CANCEL YOUR MOVE WITH US STANDARD MOVING & STORAGE, WRITTEN NOTIFICATION MUST BE SENT TO ***@USSTANDARDMOVING.COM. WRITTEN NOTIFICATION MUST BE RECEIVED NO LATER THAN 72 HOURS AFTER SIGNING THE US STANDARD MOVING & STORAGE AGREEMENT. CANCELLATION REQUESTS RECEIVED WITHIN 72 HOURS OF SIGNING THE AGREEMENT WITH US STANDARD MOVING & STORAGE WILL RECEIVE A FULL REFUND, MINUS 10% DUE TO INCURRED MERCHANT FEES. CANCELLATION REQUESTS RECEIVED AFTER THE 72 HOUR GRACE PERIOD ARE NON-REFUNDABLE, HOWEVER; THE DEPOSIT MAY BE APPLIED TO A FUTURE MOVE WITH US STANDARD MOVING & STORAGE WITHIN 24 MONTHS (2 YEARS) FROM THE DATE OF THE ORIGINAL SIGNED AGREEMENT. IF YOUR FIRST AVAILABLE PICKUP DATE IS WITHIN FIVE (5) BUSINESS DAYS OF ELECTRONICALLY SIGNING THE US STANDARD MOVING & STORAGE AGREEMENT, YOUR DEPOSIT IS NON-REFUNDABLE.
Unfortunately, we are not able to give the customer a refund at this time given the facts above.
(The consumer indicated he/she DID NOT accept the response from the business.)
1. Non of that was ever explained to me. You presented yourselves as the moving company.
2. Your customer service was completely useless. The woman did not even ask me why I wanted a refund.
3. There was no reason why the rep told me the furniture had to be picked up 6 weeks in advance. If I had known that, I would not have done business with them at all.
4. Storage fees were never mentioned until the day before my furniture was to be picked up, I never would have agreed to that.
5. There was nothing professional about the way you conducted business. The salesman would not take my calls, the manager *** was rude, nasty and hung up on me, customer service was clueless.
6. There is a reason why you have 35 complaints against you with the Revdex.com.
Turns out that USSM is a 'broker' not a mover and the other company was not able to honor the delivery dates promised tried to keep deposit.
I spoke to a salesman from U.S. Standard Moving (USSM) and was told they could assist him with a move. I was quoted a pick up and delivery date and was quoted the price of $1,000. Once the payment was complete, the order was submitted and a different moving called Me,Turns out that USSM is a 'broker' not a mover and the other company was not able to honor the delivery dates promised to Me. When I called USSM to cancel The order, the company was willing to cancel the order, but is not willing to refund the $1,000 payment, this all happened within a couple of hours.
They never Paid the actual Moving company.
Discontinue deceptive practices
We would like to begin with apologizing for the negative experience that you feel you had with our company. Our purpose is to ensure that all of our customers experience a smooth transition while using our services. We always ensure to inform our customers to call us during their move if they experience any issues at any point throughout their move. We are here to assist in any way that we are able to and ensure that our customers are satisfied. We hope to provide clarity to the customer's claims. It is listed clearly throughout the customer's signed contract with US Standard that US Standard operates only as a moving coordinator, wich clearly states that US Standard Moving is the broker that is coordinating the move on your behalf. It explains also that we are not the carrier and do not participate in the actual move itself.. We have included the following sections that thoroughly outline this as follows for reference.
4. CUSTOMER HAS HIRED US STANDARD MOVING & STORAGE AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, US STANDARD MOVING & STORAGE IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. US STANDARD MOVING & STORAGE WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIER MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.
5. AS A PROPERLY LICENSED INTERSTATE MOVING COORDINATOR/SHIPPER AGENT/BROKER, US STANDARD MOVING & STORAGE IS NOT A MOTOR CARRIER AND WILL NOT TRANSPORT AN INDIVIDUAL CUSTOMER/SHIPPER HOUSEHOLD GOODS BUT WILL COORDINATE AND ARRANGE FOR THE TRANSPORTATION OF HOUSEHOLD GOODS BY ANY FMCSA AUTHORIZED MOTOR CARRIER, WHO CHARGES WILL BE DETERMINED BY ITS PUBLISHED TARIFF. ALL ESTIMATED CHARGES AND FINAL ACTUAL CHARGES WILL BE BASED UPON THE CARRIER TARIFF WHICH IS AVAILABLE FOR INSPECTION FROM THE CARRIER UPON REASONABLE REQUEST.
We provide customers with the DOT courtesy window; however, we cannot guarantee a delivery day or time. I have provided the portion of the contract which states that.
14. ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. US STANDARD MOVING & STORAGE WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. US STANDARD MOVING & STORAGE WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES.
We did offer you a one time courtesy refund of $250.00 of which you have declined. A refund of your deposit was not given due to our cancellation policy outlined several times throughout your contract:
SHOULD YOU ELECT TO CANCEL YOUR MOVE WITH US STANDARD MOVING & STORAGE, WRITTEN NOTIFICATION MUST BE SENT TO ***@USSTANDARDMOVING.COM. WRITTEN NOTIFICATION MUST BE RECEIVED NO LATER THAN 72 HOURS AFTER SIGNING THE US STANDARD MOVING & STORAGE AGREEMENT. CANCELLATION REQUESTS RECEIVED WITHIN 72 HOURS OF SIGNING THE AGREEMENT WITH US STANDARD MOVING & STORAGE WILL RECEIVE A FULL REFUND, MINUS 10% DUE TO INCURRED MERCHANT FEES. CANCELLATION REQUESTS RECEIVED AFTER THE 72 HOUR GRACE PERIOD ARE NON-REFUNDABLE, HOWEVER; THE DEPOSIT MAY BE APPLIED TO A FUTURE MOVE WITH US STANDARD MOVING & STORAGE WITHIN 24 MONTHS (2 YEARS) FROM THE DATE OF THE ORIGINAL SIGNED AGREEMENT. IF YOUR FIRST AVAILABLE PICKUP DATE IS WITHIN FIVE (5) BUSINESS DAYS OF ELECTRONICALLY SIGNING THE US STANDARD MOVING & STORAGE AGREEMENT, YOUR DEPOSIT IS NON-REFUNDABLE.
Unfortunately, we are not able to give the customer a refund at this time given the facts above.
(The consumer indicated he/she DID NOT accept the response from the business.)
You lied.
I am really pleased with US Standard Moving and Storage Corp. These guys know their stuff when it comes to moving. They were quick but very careful. They were very friendly and they were really easy to work with. Will definitely use again when I move.
Thank you so much for taking the time to provide our company with positive feedback. We appreciate it very much.
Moved from Chicago to Georgia and was told I would have my belongings in a certain time and I still have not received them
I booked my move with US Standard Moving Storage Corp and no where did they tell me they book the move with a 3rd party or that it would take 5-10 business days to get my belongings. They first quoted me a certain price and then the quote changed two days before my move and then the day of the move it changed again. They already had my deposit of 1,500 dollars and told me if I canceled I would lose it. The movers showed up on July 17th to move my stuff and thats when they stated it would be 5-10 business days to get my stuff and I called US Standard Moving and they stated I would lose my money if I canceled. I have contacted them and the 3rd party (US Movers) at least 6 times to find out where my belongings are. Today is August 3rd and I still don't have my belongings and they still are trying to give me the run around. I talked to the manager Jon at US Movers and he told me I would have my belongings by Wednesday, August 5th and once again I call dispatch and they still have not set a date for when I will receive my belongings. If they would have been upfront I would have never booked with them. I have incurred my charges then I should have because they cannot honor their contract and this is not fair to the consumer. US Standard Moving Storage and US Movers are not honest and do not honor their word. They are both the worst companies and will not give people a clear word on when they can expect their belongings.
I would like my belongings delivered within the next couple days and I feel I should be reimbursed for all my extra fees due to their negligence of not being honest or honoring their word. I was told I would have my stuff last week, then again it came and went, now I was told Wednesday, August 5th and once again thats not true. I need my belongings
We would like to begin with apologizing for the negative experience that you feel you had with our company. Our purpose is to ensure that all of our customers experience a smooth transition while using our services. We always ensure to inform our customers to call us during their move if they experience any issues at any point throughout their move. We are here to assist in any way that we are able to and ensure that our customers are satisfied. We hope to provide clarity to the customer's claims. It is listed clearly throughout the customer's signed contract with US Standard that US Standard operates only as a moving coordinator, wich clearly states that US Standard Moving is the broker that is coordinating the move on your behalf. It explains also that we are not the carrier and do not participate in the actual move itself.. Therefore we do not guarantee any pick up/delivery dates or times. We have included the following sections that thoroughly outline this as follows for reference.
4. CUSTOMER HAS HIRED US STANDARD MOVING & STORAGE AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, US STANDARD MOVING & STORAGE IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. US STANDARD MOVING & STORAGE WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIER MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.
14. ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. US STANDARD MOVING & STORAGE WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. US STANDARD MOVING & STORAGE WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES.
We ask that all customers bear with us as there will be delays for delivery due to COVID-19. There is a shortage of drivers at the moment and we are working with all carriers to make sure all deliveries are made as soon as possible. We apologize truly for any inconvenience this may have caused you during this time.
Based on the information provided above, we are unable to provide the customer with an sort of refund at this time. Hope this finds you well.
(The consumer indicated he/she DID NOT accept the response from the business.)
The sales person doesn't tell you all this information and you don't find out about it until the day of the move. I finally received my belongings yesterday after 3 weeks of waiting and a ton of my stuff is damaged. My 70 inch tv is cracked and broken, my dresser is cracked and you cannot repair, my curio cabinet is cracked and torn apart, my bed is damaged and a bunch of other things. How do you find this acceptable? All the want to pay is like $50 for a broken 70" tv Which will not fix anything. This company and the moving company (US Movers) are scam artist that are taking advantage of people during this pandemic. I called them and the moving company over 10 times during this move and they didn't do anything but give false answers. I was quoted one thing and was told I had to give a deposit to lock in the move, two days before my move quoted another and had to give another deposit then the say of the move it was another price and was told if I back out then I will lose my deposit. This is how they scam people. After paying almost 4k for a move from Chicago to Georgia now I am stuck replacing my belongings that they destroyed and that is not right especially when they were in perfect cond. I cannot upload the quotes because they email you a link and after you book with them they do not allow you to pull it back up but instead says "your moved is scheduled please contact customer service" which shows they are scamming people.
We completely understand how you feel; however, everything stated in the previous response is all outlined in the contract. As far as viewing your contract, once your pick up date comes, your contract is not able to be reviewed. However, that is not something we can control. It is how the software that we use does it. If you would like a copy of your contract sent to you, we are more than happy to provide it to you via email.
We make every effort to ensure that your move goes smoothly and without incident. However, we realize that accidents happen. No matter how much care we put into your move, you may need to file a claim for loss or damages. Because we do not perform your move, we do not have a claims department; however, we can send you the claims information for your particular carrier. If you would like that information sent to you, please let us know.
(The consumer indicated he/she DID NOT accept the response from the business.)
They are scam artist and will not admit to their faults. It is useless going back and forth with them because they will take no liability to their lies.
We hired US Standard Moving company for our move from San Luis Obispo, Ca to Des Moines Iowa, after several back and forth conversations which included an over 10 minute Facetime conversation with the representative the movers showed up on the day scheduled and DOUBLED our price. We did not add any items to the inventory at all, and only had the EXACT items that were shown over Facetime. We called US Standard Moving company and they claimed there was nothing they could do after taking $1000 from us. This is not acceptable and I want my money back based off of the contract I signed with them, and now of course the representative we booked with will not return any phone calls or text messages.
Product_Or_Service: Moving service
Account_Number: XXXXXXX
Refund I want the difference I was forced to pay back. I was quoted a price, paid based on what we showed them and then were forced to pay double that amount. This is not acceptable and they took advantage of our family.
We would like to begin with apologizing for the negative experience that you feel you had with our company. Our purpose is to ensure that all of our customers experience a smooth transition while using our services. We always ensure to inform our customers to call us during their move if they experience any issues at any point throughout their move. We are here to assist in any way that we are able to and ensure that our customers are satisfied. We hope to provide clarity to the customer's claims. It is listed clearly throughout the customer's signed contract with US Standard that US Standard operates only as a moving coordinator, wich clearly states that US Standard Moving is the broker that is coordinating the move on your behalf. It explains also that we are not the carrier and do not participate in the actual move itself.. We have included the following sections that thoroughly outline this as follows for reference.
4. CUSTOMER HAS HIRED US STANDARD MOVING & STORAGE AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, US STANDARD MOVING & STORAGE IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. US STANDARD MOVING & STORAGE WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIER MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.
5. AS A PROPERLY LICENSED INTERSTATE MOVING COORDINATOR/SHIPPER AGENT/BROKER, US STANDARD MOVING & STORAGE IS NOT A MOTOR CARRIER AND WILL NOT TRANSPORT AN INDIVIDUAL CUSTOMER/SHIPPER HOUSEHOLD GOODS BUT WILL COORDINATE AND ARRANGE FOR THE TRANSPORTATION OF HOUSEHOLD GOODS BY ANY FMCSA AUTHORIZED MOTOR CARRIER, WHO CHARGES WILL BE DETERMINED BY ITS PUBLISHED TARIFF. ALL ESTIMATED CHARGES AND FINAL ACTUAL CHARGES WILL BE BASED UPON THE CARRIER TARIFF WHICH IS AVAILABLE FOR INSPECTION FROM THE CARRIER UPON REASONABLE REQUEST.
Our contract clearly states that if at the time of pick up, you have any additional items, packing, space or services needed then you would be charged additional for that. You spoke with Customer Service on the day of the move and this was explained to you in detail as well as offered you a refund of $300. I have included the portion of the contract that states this for your review:
9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE TOTAL COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES US STANDARD MOVING & STORAGE WITH AN ACCURATE DESCRIPTION OF THE ITEMS TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT US STANDARD MOVING & STORAGE HAS A 2000 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2000 LBS. WILL BE CHARGED AT THE 2000 LBS RATE. THE PRICE INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE ITEMS, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ITEMS THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE PRICE. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE PRICE IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ITEMS WILL BE EXTRA.
Unfortunately, based on the facts provided, we regretfully inform the customer that we are not able to offer a refund of their deposit as the services have been rendered.
(The consumer indicated he/she DID NOT accept the response from the business.)
First off we have not received any refund as you stated. Secondly your employee on multiple occasions said you were not a broker and that was the reason he could get us such a good price, we did a FaceTime walkthrough of every item we shipped and at the time of shipping actually took off items we had originally planned to ship, we went above and beyond to provide measurements of each item, exact weights, and full transparency of every item being shipped. At the time of receiving the contract we were specifically told by your employee who identified himself as a manager that the line regarding you being a broker was just "contract talk" and he insured us that you were using your company and your trucks to transport our items. Then, we are expecting our items to come on the date that your employee guaranteed us they would be delivered by and found out it is actually going to be 2 weeks longer. We entered in to your bogus contract on false statements made by an employee of your company, who consequently will not return a phone call to explain himself, I have also made multiple calls to customer service asking for a manager to call me and have yet to hear from one single person. I am appreciative of the refund of $300 but again as of now we have not received any refund and it has been over 10 days since I was told we would be getting the refund to my original form of payment.
Per our notes, you were offered $300, but declined that offer because you wanted more. Once you declined that offer, that offer was no longer valid. At this point, we are no longer offering any form of compensation due to the reasons stated in our previous response. Hope this finds you well.
My contract was $1500. When the movers got there they tried to add an $500 Extortion fee! If I could give zero stars I would I will be filing this with the Revdex.com also. They threaten to hijack my parents items (keep in mind my dad is 81 and is the caregiver for my mother who has Alzheimer's) take it to a warehouse in Chicago until my parents came up there to get it. They live in Florida. Warning never ever use these people. It's very difficult to get in touch with them even before the move once they have your deposit you will rarely hear from them and then they will try to extort. I promise you nothing additional was added in I was very forthright about the 20 items they were picking up to move and the weight of the items. Pleas save yourself and never do business with this company. I even had a lawyer talk to the guy who was trying to extort $500 he could have cared less. His behavior on the phone was such that if it was in person I would've called 911.
Salesman *** repeatedly attempted to change the quote after signing.
Merchant was dishonest in quote. At the initial evaluation stage, *** quoted my move at $2,700. After signing, the quote sent back to me was higher than discussed. After bringing it up, *** agreed that the quote sent was wrong and reassured me the move will not exceed this amount. After the Quality Assurance call, the quote was updated to $2,900 with my consent. Again, the quote sent to the movers was higher than discussed with *** admitting again that the quote sent to the movers was incorrect and higher than the quote I signed. The quote was not updated, and *** told me his company would pay for the difference and didn't change the quote. Upon arrival, the movers then increased the quote to more than twice the amount of the initially agreed upon quote. After naming this issue, *** blocked my phone number and Customer Service was disrespectful to me and refused to issue a refund despite the contract being signed having already been broken without remedy.
All I ask is for the $1,500 deposit paid in good faith be refunded ASAP.
We would like to begin with apologizing for the negative experience that you had with our company. Our purpose is to ensure that all of our customers experience a smooth transition while using our services. We always ensure to inform our customers to call us during their move if they experience any issues at any point throughout their move. We are here to assist in any way that we are able to and ensure that our customers are satisfied. We hope to provide clarity to the customer's claims. It is listed clearly throughout the customer's signed contract with US Standard that US Standard operates only as a moving coordinator, wich clearly states that US Standard Moving is the broker that is coordinating the move on your behalf. It explains also that we are not the carrier and do not participate in the actual move itself.. We have included the following sections that thoroughly outline this as follows for reference.
4. CUSTOMER HAS HIRED US STANDARD MOVING & STORAGE AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, US STANDARD MOVING & STORAGE IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. US STANDARD MOVING & STORAGE WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIER MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.
5. AS A PROPERLY LICENSED INTERSTATE MOVING COORDINATOR/SHIPPER AGENT/BROKER, US STANDARD MOVING & STORAGE IS NOT A MOTOR CARRIER AND WILL NOT TRANSPORT AN INDIVIDUAL CUSTOMER/SHIPPER HOUSEHOLD GOODS BUT WILL COORDINATE AND ARRANGE FOR THE TRANSPORTATION OF HOUSEHOLD GOODS BY ANY FMCSA AUTHORIZED MOTOR CARRIER, WHO CHARGES WILL BE DETERMINED BY ITS PUBLISHED TARIFF. ALL ESTIMATED CHARGES AND FINAL ACTUAL CHARGES WILL BE BASED UPON THE CARRIER TARIFF WHICH IS AVAILABLE FOR INSPECTION FROM THE CARRIER UPON REASONABLE REQUEST.
Our contract clearly states that if at the time of pick up, you have any additional items, packing, or services needed then you would be charged additional for that. You spoke with Customer Service on the day of the move and this was explained to you in detail as well as offered you a refund of $500. I have included the portion of the contract that states this for your review:
9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE TOTAL COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES US STANDARD MOVING & STORAGE WITH AN ACCURATE DESCRIPTION OF THE ITEMS TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT US STANDARD MOVING & STORAGE HAS A 2000 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2000 LBS. WILL BE CHARGED AT THE 2000 LBS RATE. THE PRICE INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE ITEMS, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ITEMS THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE PRICE. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE PRICE IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ITEMS WILL BE EXTRA.
There are times where an estimate is priced too low to be able to be serviced. That was the issue in your case. However, because of this, we added money to the total cost of the move of which we do pay for directly on our end. If you would have decided to move forward with the move, we would have contacted the carrier and paid for the additional charges that were added to your balance by us. This was also explained to you several times. Not only would that have been paid for, but we also offered to pay for the packing material that was needed to complete your move. The only additional charges for space only would have been paid by you. You declined that offer once we stated that we would not be able to extend the 30 days of free storage to 45 days instead. At that point you decided that you did not agree and wanted to cancel your move. It was explained to you several times that if you decided to cancel at pick up, your deposit is automatically nonrefundable. We have provided the section of the contract that covers this for your review.
8. SHOULD YOU ELECT TO CANCEL YOUR MOVE WITH US STANDARD MOVING & STORAGE, WRITTEN NOTIFICATION MUST BE SENT TO ***@USSTANDARDMOVING.COM. WRITTEN NOTIFICATION MUST BE RECEIVED NO LATER THAN 72 HOURS AFTER SIGNING THE US STANDARD MOVING & STORAGE AGREEMENT. CANCELLATION REQUESTS RECEIVED WITHIN 72 HOURS OF SIGNING THE AGREEMENT WITH US STANDARD MOVING & STORAGE WILL RECEIVE A FULL REFUND, MINUS 10% DUE TO INCURRED MERCHANT FEES. CANCELLATION REQUESTS RECEIVED AFTER THE 72 HOUR GRACE PERIOD ARE NON-REFUNDABLE, HOWEVER; THE DEPOSIT MAY BE APPLIED TO A FUTURE MOVE WITH US STANDARD MOVING & STORAGE WITHIN 24 MONTHS (2 YEARS) FROM THE DATE OF THE ORIGINAL SIGNED AGREEMENT. IF YOUR FIRST AVAILABLE PICKUP DATE IS WITHIN FIVE (5) BUSINESS DAYS OF ELECTRONICALLY SIGNING THE US STANDARD MOVING & STORAGE AGREEMENT, YOUR DEPOSIT IS NON-REFUNDABLE.
Based on the facts provided above, we unfortunately regret to inform the customer that his request for a refund of his deposit is nonrefundable. Hope this finds you well.
I am not satisfied with the response given by the company. The company still used deceptive business practices to secure customers and stood by as the carrier charged me 2.5x my original quote.
In fact, I moved the items myself. After reviewing the boxes, there were FEWER boxes than I had originally expected. There is no rational explanation for increasing my quote by 2.5x other than blatant bait and switch.
Their apology is hollow and meaningless when paired with the snide remarks and condescending tone used on the phone. I urge any and all customers to refuse to use US Standard Moving and am ashamed of every moving company that shares customer information with them for these disgusting predators to prey upon people in difficult financial situations and take advantage of them to make a quick buck.
Shame on you.
We have addressed these concerns in our previous response. Unfortunately, based on those facts, we are not offering a refund. We hope this finds you well.
John and David showed exactly on time ready to move! They were super efficient and careful of my things which meant everything to me. I would highly recommend this company and this amazing team.
Thank you for taking the time to provide our company with positive feedback. We greatly appreciate it and look forward to continuing to help families make their move.
Jennifer and Sarah did great. They were fast, courteous and professional. Our second location had a pretty high flight of stairs. They move everything up without scratching anything. Thanks guys! I was extremely impressed and will definitely use them again for any moving needs!!
Thank you so much for taking the time to provide such positive feedback for our company.
I signed a contract for a long distance move. I agreed to a price only to have it go up drastically when I was backed in a corner.
I recently moved from Virginia to Boston. When I was looking for movers, I considered US Standard after speaking to *** He told me my move would cost 2400 dollars. We Facetimed, I showed him all the big boxes in my apartment and estimated I had about 25 small boxes and 5 medium ones. He told me if I signed that day I would get 200 dollars off. I signed and felt confident with my choice. That all changed the closer I got to my move. I received a call to go over the estimate, the boxes were not included on the list. The price went up by nearly a 1000 dollars, when I contacted customer service I spoke to Mia Price, she informed me if they didn't use all the space then I would be given my money back. I felt a little relieved but still lied to. A day before my originally scheduled move, I got a call to confirm the time for the move. A man told me if they were to move my stuff that day then it wouldn't get to Boston for 5 days. Marc told me it would only take a day. He painted a vivid picture of the movers staying in a motel to get my stuff to me the next day. I called customer service in tears because everything that could go wrong with the move was going wrong! I signed a contract for a fixed price and it kept going up, I chose US Standard because they could deliver my stuff quickly and they were now saying they couldn't, *** said US Standard was a Richmond company and it wasn't! Mia said they were located in Florida and a broker! After I complained, now all of a sudden, the movers were able to come a day earlier and deliver my stuff in two days. I was so confused I couldn't even be happy I was getting my stuff earlier. Everything felt like a scam. How were they all of a sudden able to deliver my things when scheduled? It felt too good to be true and it was! When the movers got there, they continued to upcharge me for things that were not mentioned in the contract, like stairs, a credit card fee, and a packing fee. They repacked my items and threw away the packing material I had! I bought covers for my sofa, bed, and boxspring and they threw them away to use trash bags.They took 6 hours to pack everything into the car! I was only moving one bedroom from an apartment and a living room. When I mentioned what Mia Price said about only paying for the space I used, they said they had no idea what she was talking about! I took photos of the truck but now I can't get threw to customer service. Also, the movers refused to wear a mask during a pandemic. Now, when they delivered the items, they charged me again for the stairs. They disasbled all my furnature and put it back incorrectly. They were unable to put my dresser-which they took apart without my permission-together correctly!! That piece of furniture cost 500 dollars! They took apart a family heirloom and I don't know how to get it back together! They were unable to get my 900 dollar couch and 200 dollar bed spring up the stairs. When I suggested they use a pulley system to bring it up from the balcony they refused. My price went up to 3757 after everything. So many things went wrong I wasn't sure which option to choose from! Things went wrong with delievery, contract, service, product! Everything. After moving, I found all these recent terrible reviews of the company that were posted after I signed the inital contract with them, they have wronged other people!
The packed up my stuff July 9th and delievered my items July 11th. My claim is XXXXXXX.
I want a refund and I went to be rembursed for my 500 dollar broken dresser, my undelievered 900 dollar couch, my undelievered 200 dollar box spring!
We would like to begin with apologizing for the negative experience that you feel you had with our company. Our purpose is to ensure that all of our customers experience a smooth transition while using our services. We always ensure to inform our customers to call us during their move if they experience any issues at any point throughout their move. We are here to assist in any way that we are able to and ensure that our customers are satisfied.
The contract you signed and agreed to explains how your price is subject to increase if you have additional items, space, weight, or services required which you did. We have attached this information from your contract below:
9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE TOTAL COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES US STANDARD MOVING & STORAGE WITH AN ACCURATE DESCRIPTION OF THE ITEMS TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES.
We requested, received and reviewed the paperwork including the inventory sheets from the carrier directly. Upon further review, at the time of pick up there were an additional 11 items added which resulted in an increase of 77 cubic feet to be utilized. There was a charge for stairs (your first flight is free) as well as packing material. As far as the packing material, the movers are trained to determine if the covers/materials provided by the customer are sufficient to ensure a safe delivery of your items. If they deem that it is not and they utilize their material, you would have to pay for those. Unfortunately, we were not notified about the attempted delivery of the couch until ten days after delivery. To state that we are responsible for that situation is inaccurate. Please see the portion of the contract that covers this as well.
4. CUSTOMER HAS HIRED US STANDARD MOVING & STORAGE AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, US STANDARD MOVING & STORAGE IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. US STANDARD MOVING & STORAGE WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIER MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.
Unfortunately, we regret to inform the customer that based on the facts stated above, we are unable to provide any form of compensation for damaged items. Hope this finds you well.
(The consumer indicated he/she DID NOT accept the response from the business.)
First off, let me say your apology for my negative experience is incredibly dismissive, I did not feel I had a negative experience. I had a nightmare experience in which I was taken advantage of during a vulnerable moment in my life. When I signed the contract insurance was mentioned to cover damaged and missing items. I paid for insurance so therefore my items should be insured. The movers were hired to deliver items such as my couch, box spring and boxes since they were unable to deliver my boxspring and couch, I shouldn't have to pay for the space those items took up in the truck and additionally, I should be compensated for the value of those items. I have insurance and I have receipts for the items. When I spoke with a customer service representative, *** whom I have spoke to MULTIPLE times throughout this entire process, about insurance she gave me the information for Anthem Insurance, a company that deals with health insurance not moving insurance. I've tried to resolve this with customer service and I get nowhere. I've spoken multiple times to this customer service agent and the only thing she's offered me is a condescending tone, literally saying I was taking "advantage of by your company" because I'm young, when an agent who works for your company says that about the company who signs her paychecks, it speaks volumes. Whether or not she was placating me, your representative agreed this was financial and emotional abuse done on the part of US Standard Moving and Storage as well as the contracted Revolutionary Van Lines. There were fees not mentioned in the contract, like credit card fee, and the additional items were not accounted for. Those items listed were not delivered. I have photos proving how many boxes I had. Additionally, the movers took off my packing materials and added their own packing materials and charged me for it. I need to be reimbursed for the added packing materials because those were not listed. Additionally, *** assured me multiple times I would only be charged for the space I used in the truck, when I brought this up to the movers, they said that was not the case. I have photos of the truck with the space my stuff used, my stuff only used 1/3 of the space. I should be reimbursed for the additional 2/3. I have been lied to by multiple agents at your company, both *** in sales who *** informed me was fired over this! How could your company take accountability by removing a man from his job but not take accountability by honoring the contract and reimbursing me for my missing couch and box spring and damaged tv stand? Is it easier for you to hurt someone than to honor your word? *** told me my intial price was 2200, he said it would not move at all, I gave him all my information such as the floor I was on, how many stairs, how many boxes all of that was accounted for but then the price changed. People at your company tell someone one thing only to have it corrected by another person. Regardless of how this is settled, there should be a massive overhaul at training to make sure everyone knows the same policies at your company so this never happens to anyone again.
We have resolved the complaint with the customer.