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
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DO NOT WORK WITH US STANDARD MOVING & STORAGE
Website: https://www.usstandardmoving.com/ Address: *** Suite *** XXXXX US DOT: XXXXXXX MC: XXXXXXX
This is to document the experience we have had working with US Standard Moving & Storage to hopefully prevent other people and families to experience what we have... the complete LOSS of ALL of our household goods, deposit, and pick up payment.
On Sunday, May 3, 2020 we completed an online form requesting a moving quote.
On Monday, May 4, 2020, I received a call from XX US Standard Moving & Storage Sales person and a few competing moving companies to further inquire about the service to move Kansas to California.
Through a few weeks of discussion, we worked with XXXX to refine the moving requirements and to discuss moving dates and pricing. The sales person was reliable and good to work with, giving the impression that this is an upstanding company.
That said, here are the misrepresentations the sales person stated during the sales process:
XXXXX stated on multiple occasions that no other customer's property would be in the truck that would be transporting from Kansas to CA.
XXXXX stated there would be no subcontractors involved in this move. He stated this in response to our concerns about negative reviews on their website. He stated those negative reviews were written by customers where US Standard hired a subcontractor to do the work.
XXXXX stated that he would assist us during the move process if there were any questions or issues. There were clearly issues after the deposit was collected (on move day) and he refused to take any of our calls, my texts and still to this day, there has been no response.
There was no time that XXXXX stated that our property would be held in a storage area for several weeks/month before it would move to a bigger truck to get to California. This is something we learned on June 29th from US Moving & Storage customer service.
It is July 20 today (34 days after movers picked up the personal property) and there is still NO commitment as to when the property will arrive at the specified address in CA. We now assume ALL of the property has been STOLEN.
We have called customer service several times and they are not helpful and they are taking no ownership for this situation but only blaming the other customer service line they are calling. Last week, they gave us the customer service phone number they are calling and it does not even ring (XXX) XXX-XXXX. US Moving & Storage customer service have many excuses and have stated inaccuracies as to the whereabouts of our personal property. In addition, the Emergency line listed in the Welcome Letter does not even accept calls.
We called customer service on July 13th to follow up again after sending an email documenting our experience, and was greeted with a very abrasive woman who would not provide her name. She put us on hold many times and then cut us off while she went to call the "sub contracted company." She told us that our items were going to be picked up within the next two days. When we asked for an ETA on when the items would be delivered she said " However long it takes to go from Kansas to California." We explained that we have been told this many times and each time has been a lie so we are assuming our items are stolen and we are contacting authorities and a lawyer unless we can talk to someone higher up. She said, "That sounds great." And hung up the phone on us.
We have asked to speak with the owner of US Moving and Storage and the response received is that the owner does not speak with customers. The owner should at least be willing to contact the subcontractor party to get information about the whereabouts of our personal property...
From: Highly Concerned Consumer
I paid 800 dollars to be moved April 3 or X XXXX.They never showed up and I had to buy a budget truck. They refuse to answer any correspondence.
US Standard Moving is a vile agency. Thieves and liars, unprofessional, uncoordinated, and if you call too much they block your calls and blame the consumer.
After several attempts to reach out to resolve this internally they recently rejected my request for a refund. The response is attached. I am livid that they think it is ok to take advantage of verbal agreements and contractual ones. I understand what the contract states. It was this company that did not fulfill their end of the agreement. I continuously reached out to them during my moving time. They did not reach out to me.
I saved all of my phone records and they NEVER called or attempted to call me to schedule a pick up. I was in tears and in front of several witnesses. It was not until April 2nd at 3:34 that I received a phone call for (XXX) XXX-XXXX. This unidentified person called me and told me they were from US Standard Moving and that I would be getting moved on the 4th sometime in the morning. She said I would receive a phone call the NEXT DAY that would tell me a time. I did not received a single phone call to tell me what is going on.
I would like to have my full deposit back, and they fact that they would lie to keep 800 dollars of my money for them doing nothing is beyond inhuman to me. This is taking advantage of people who trust an agency for a service. If I was told that I would be moved on the 5th why would I book a budget truck for the 5th. I have attached the contract and the screen shot of my budget rental. They debited two different checks totaling 800 dollars. They lied to me to get my money several times, got the money and then never provided a move.
I honestly, truly just want my 800 dollars back. This is seriously saddening and disappointing. If you knew all the side conversations that were had previous to this you would understand. .
We do not have a customer under this name. Please provide a reference number. Thank you.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have attached the contract AND thevscreenshot of the customer care team denying me. How can they say they don't have me as a customer and I have bank statements. These are the kinds of shady practices I am talking about. MXXXXXXX. Reference number and im attaching the contract again.
Please keep in mind that our system that any order of service that is older than 90 days does get archived which is why your file did not generate automatically.
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, which 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.
We did receive on the morning of 4/4/2020 at 10:58am that you would like to cancel your move because you were not satisfied with the services provided. We have attached a copy of that email. Our cancellation policy clearly states that if you cancel after the 72 hour window, then your deposit is nonrefundable. The only time after that that it would be refundable would be if it was a service failure. A service failure is when a pick up cannot occur because there is no carrier available to service your move within a reasonable time. However, you were informed that the movers would be there between 3-6pm. You decided to cancel and were informed several times because you cancelled within your window and a truck was in route to you, your deposit is nonrefundable. I have attached a copy of this email. Below is also the section of our contract that covers cancellations and pick up and delivery dates/times.
8. SHOULD YOU ELECT TO CANCEL YOUR MOVE WITH US STANDARD MOVING & STORAGE, WRITTEN NOTIFICATION MUST BE SENT TO ***@USSTANDARDMOVING.COMI***@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.
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.
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.
These guys were great. They moved some rather large and very heavy pieces of office furniture, our other movers wouldn't touch. And they moved it up two flights of stairs as well. They even managed to get my large lawn tractor up the ramp and into the truck. I would recommend this moving service to anyone looking to move and in the future I will be using them again for services.
Thank you very much for taking the time to provide our company, US Standard moving with positive feedback. Moving is a stressful time and we are always happy to help.
US Standard Moving and Storage was the worst experience I have ever had. I moved 7 times with and never was treated so poorly. The salesperson was great until they god my deposit. They had a customer service call and talk me through the move and revise the estimate. It was minimal so no issue yet. Now he disappears as well as the sales rep. He told me that I only had to have $970 to pay in Colorado not the $1300 as an original estimate, sounds great except I had a cashier check for the $1300 as they would only accept cash, money order, or certified check! Also, they told me the carrier would be MAP moving and storage. Back to the bank to get a certified check for $900 and made out to MAP Moving.and return the check for $1300. OK, sounds good so far! Now they inform me that MAP is not my carrier but All American is! Another trip to the bank for another transaction. Another check issued! Now I get a call from their dispatcher that Safeguard would me my carrier! Another bank trip. This time I got the cash. Now they were to load me on May 18 and I got a call at 11 am on the 17th and they would come between 3 and 6 PM on the 17, not the 18th. OK hurried to get finished with the packing of necessaries. At 1 PM the 17, a get the second call they would be there Tuesday the 19 of May. then at 7 PM on the 17 I get a call that they would load me on Monday the 18. By then my stuff was gone. Now to top, this off Safeguard asked for $1044.at time of loading. and they would need another unloading for$1044. Now my move went from $2400 to over $ 3800. Now the delivery is unknown. Seven calls to customer service got the same answer from sales we will get back to you in 30 Minutes. Now 2 months later still waiting. On June 7th a driver said he had my stuff and would deliver on the 8th. He was right on time and by himself to unload. This man was GREAT! While he was unloading I get a call from customer service to tell me my stuff will be delivered in the next 3 to 5 days. I told him that my stuff was being unloaded as we talked and he said are YOU SURE IT IS YOUR STUFF. They broke my compressor and printer but they would get back to me in 30 minutes. Still waiting!! Never again with an unknown mover. Being handicap and on fixed income I want others to be ware of this company!
40% of items arrives damaged or broken
No valid email and no call back to solve the issue from US Standard Moving and Storages
Job # MXXXXXXX on 3/12/2020
Pick update 4/28- 4/XX XXXX
Delivery dates
First schedule on 6/18 then I moved to 6/22 due to closing date change
Delivery dates changes by Movers without communication on changes
6//22 then 6/26, 6/27 another change and finally 6/30
Truck driver arrives after 2 PM alone and no helpers to unload the belongings.
After midnight he finish to unload and missing reassemble some items
Boxes damaged before unload the truck also boxes marked side up shows the box side down.
Isend an e mail with some pictures to them and returned due to "email does not exist"
I can share pictures to proof as request
Thank you
Repair or repay the damages on 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; therefore we do not guarantee 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 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 damaged goods. This process is done by a third party company that is hired by the carrier company. We are in no way responsible for any damages. Please see section 4 above which supports this. If the customer would like the claims information to file a claim for damages, we are more than happy to email it to them directly.
We regrettably are unable to offer compensation at this time for the reasons stated above.
(The consumer indicated he/she ACCEPTED the response from the business.)
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
Answer on point #4
I hired a US Standard Moving &Storage to move my belongs, I did not hired an Agent or Broker. US Standard Moving & Storage request money at front to assure me they will do. During the negotiations with them -Leanne Rosen I ask her to assure me for any problem and she said, they have enough experience in moving and they will responsible to delivery my belongings
US Standard Moving & Storage have wrong e-mails to contact, why? And why did not answer? Also, as they claim they are brokers and coordinators then they are responsible to communicate with the customers and make sure they receive their belongings without or minimum damages. They did not communicate anything with me and one time get upset and told me to contact the other company and I told clearly to USStandard my contract is with US Standard Moving and not with the others.
Attached is the quote and it's not place saying "coordinators/broker agent"
Answer on point #14
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 UNAV
Who is responsible to coordinate or scheduling deliveries? The customer?
Who is responsible to get experience personal to pickup and delivery? The customer?
To me
US Standard Moving & Storage is taking the money and walk away and let the customers at their own
Sent from my iPad
The case is not closed and here is the reason:
US Standard Moving claim they are taking care (broker/coordinator)
Answer: they are NOT coordinate anything and the customer have to do and contact the other companies
It is no one name responsible to coordinate or work with customer or phone number
For me I still have this company as the worst Moving company and they should change the name as a "US Broker Moving..."
We are sorry to hear that the customer's experience was less than satisfactory. US Standard is a broker, we did reserve the space on a truck, locate a licensed and insured carrier to perform the move, we coordinated the pick up of the customer's household goods, and the delivery of those items as well. There were no issues that were brought to our attention during this move that needed to be addressed. Unfortunately, at the time of delivery there were damaged items; however, any damaged items are not the responsibility of US Standard as we did not perform the move ourselves as stated previously. The customer must now file a claim for any damaged or missing items.
Unfortunately, we are unable to provide the customer with a refund based on the information above.
This company is a total *** from the beginning. They are not a moving company, they are broker company. I encourage everyone to be very Leary in working with them. I had a professional moving look at my contract with US Standard Moving and Storage Corp and he said that they are red flags all over the place. I was so gullible to use this company. No history on their DOT number as is is less than a year old.
I have no complaints with this company. Movers showed up on time. Were fast. Very professional. Extremely polite. Packed and unpacked everything carefully. Had a very positive attitude throughout the entire move. What they quoted me was what I was charged, No hidden fees, no add one's last minute. Recommended!
Thank you so much for taking the time to provide us with positive feedback. We pride our selves on providing quality, above standard moving services.
They moved my 1 bedroom apartment for a storage unit to my new place in less than 4 hours, including travel time! The moving team even helped set up some of my larger furniture that I couldn't do myself. I highly recommend them to anyone who's ready to move. KEEP UP THE GOOD WORK GUYS!
Thank you so much for taking the time to provide positive feedback. We pride ourselves on providing legendary service to our customers.
First off, this is not a moving company, they're a broker. I moved a one bedroom townhome from Delaware to Florida. The process started off great, my salesperson, ***, was very proactive and persistent. We got through the initial quote and I was feeling good about things. He said "I will be your point of contact for everything about this move" - great, I thought. Well, after the sales guy closes the deal, he disappears, then I get to deal with "customer service." My first interaction with customer service was trying to lock down my delivery date. I request June 1, the CS person tells me "that's not possible, it'll be 7-10 days after pickup and you'll have to ask your driver when they will deliver, I can't tell you." Great, I have no idea when my stuff will be delivered. Pickup was scheduled on May 30 between 3 and 6pm. 6pm rolls around and no communication at all, no call from the driver. I left multiple messages on the customer support line since they aren't staffed on the weekend. Around 7 the driver calls and says he'll be there tomorrow (May 31) morning. They show up and after an hour of counting boxes and comparing to my original estimate, my price triples!!! I should have probably canceled but they kind of had me hostage. After packing I ask the driver when I could expect delivery. He said he had no idea. The delayed pickup caused me to miss my final walk through and closing on 6/1. The 7-10 day estimate for delivery was off. It took 12 days and I didn't find out when it was going to be delivered until the driver called me the day before. My actual moving company, US Movers, wasn't bad. The pickup and delivery crew were pretty good. The truck was horrible. It was an older semi that had been recycled through several moving companies. There was rust on the top that caused the roof to leak so a bunch of items were wet. I have a few broken items and one missing item. I will file a claim but who knows how that will go. To sum it up... The sales guy disappears after he locks up the sale. The customer service group is useless. Your price WILL go up. They can't tell you when your stuff will be delivered. The jury's out on how successful I'll be filing a claim. Since posting this review on another site, they offered to refund me $400 as long as I took down the negative review.
I called to get a quote, and I ended up speaking with a sales manager named ***. He told me that he was a manager so he could give me a special rate if I would agree to the contract that day and put down a deposit. He was very friendly, and seemed to be able to answer all of my questions. We went through each item that I needed moved in detail. He put the estimate together, and told me "you will not be required to pay a penny more as long as you don't add any inventory to this list. However, you may be getting a refund if you take anything off or if it doesn't take up as much space as we estimate." I kept confirming with him repeatedly throughout the conversation that there was no way I would pay any more money as long as I didn't add any inventory and he confirmed multiple times this was true. He kept saying that since he was a manager he could set that rate and that no one could increase it unless I added items to the inventory list. Well fast forward to the day of moving, I ended up removing multiple big pieces of furniture. So here I am expecting to get money back, only to find out that it's going to be an additional almost $1,000.
I end up calling customer service since *** was no longer responding to my calls/emails. I explain to them the situation and the lady was very nice - I think her name was *** she didn't really have much power to do anything, but she did say she was going to check with managers to get a discount. at this point we were just so upset and on a time schedule so we decided to let the movers load our stuff in the truck while we continued waiting for answers. We decided to take off even more items. And by the time the movers packed everything up, they said it was going to be almost $600 more instead of the thousand. It just sucks that we had to leave so much stuff behind that we had originally received the pricing for to take. Once it came time to pay half of the remaining balance, we find out that it Hass to be paid in cash not credit card, because it wouldn't have time to clear before they delivered the next day. this was never explained to us until our stuff was already on the truck. So we ended up having to Venmo the company. The next day we received our items. I didn't see any major damage to our furniture. It appears like they did a decent job of packing and loading our items. however, I am missing a couple of things that were part of the furniture. I called the next day when I realized the missing items, but no one was answering so I had to leave a message. No one ever called me back. I again tried to reach out to *** directly, but he never called back either. finally, a week later, I get a hold of the customer relations manager, ***. I explain to her the situation and that I was still waiting to hear back about the discount and that I couldn't believe the company would allow someone in a manager level to blatantly lie when giving quotes to customers. She said it look like there had been an approved $200 discount in my file but it hadn't been processed. Then she proceeded to tell me that he did not lie to me and that I just misunderstood. I asked her to go back and listen to the call where he repeatedly told me it would not cost me a penny more no matter what unless I added an item to the inventory list which I did not. In fact, I decreased it by almost half. She started getting an attitude with me and became aggressive telling me I was wrong and that he never said that. She said only some of the calls are recorded so she probably wouldn't be able to listen to it. I asked to speak to someone above her, and she got really upset and told me there was no one above her. I asked her if she ran the entire company, and she said "no, but the only person above her was the owner and they never spoke to customers." Whether that is true or not, the owner should be a little bit more involved with the people he/she's hiring to speak on his/her behalf. I told her I would be leaving reviews and warning people about their business and she said go ahead! I still can't get over the rudeness of this person that's supposed to be a customer service professional. This company should be ashamed!
Trying to cheat people in hard times. Then get offended when you call them out.
Mr.
We apologize for any negative experience you feel that you had with our company. US Standard Moving has not tried to cheat you or any other customer for that matter, in any way, shape or form. We do not understand why you feel as though you have been cheated. In looking at the file for your move, you contacted Customer Service regarding your move and it was explained to you that due to the extenuating circumstances, your situation required a manager. The Customer Service manager happened to be out of the office for a few days due to illness and would be in contact with you as soon as possible upon returning. After reaching out to customer service again, she listened to your concerns and attempted to explain to you that because she was out of the office due to illness, you were extremely rude and told her that was her own personal problem. Even after that unnecessary display, she explained that she would look into it and get back to you by the end of the week. She is the only Customer Service manager and is required to review your file before providing a resolution. Thank you for your patience.
It concerns me that this company doesn't include the entire facts even now. It was never conveyed that the customer service manager was out I'll, it was always "you'll hear back tomorrow". You're customer service manager flew off the handle at me when I asked her why that wasn't conveyed to me. She was very unprofessional on all front " check your tapes". She wouldn't be allowed to deal with customers at all. She never even mentioned she was sick. She just yelled that she has multiple children. Which is none of my business or problem, this is a business transaction. That's all, she made it very personal.
Word for word my conversation: Hi ***, I wanted to ask if for some reason our house does not sell or our job situation should change and we cancel the move, would our deposit be refundable?
I just checked with my supervisor due to the situation with the virus we have been refunding deposits left and right.
The answer is yes.
Hi ***, wanted to reach out and let you know that my company has decided to keep me in Colorado and not move me due to a reduction in work contracts from COVID, can you please process a refund for the 3K deposit that was put on our credit card. Please feel free to email anything I may need to sign. I appreciate your help. Thank you very much!
Please send an email to customer service. Your name, what day you booked with me, what day you want to cancel. They will take care of you.
Thank you for contacting me.
SOUNDS ALOT LIKE NO PROBLEM
Thank you for your feedback, the "facts" that you have provided are inaccurate. "Flying off the handle" is a bit overzealous and inaccurate as well. According to the file, you will hear back from the CS manager before end of business today. The cancellation policy is located in the contract as well as in very large bold print at the time of signing the contract. The representative did provide accurate information in the fact that we are able to refund the deposit if the move is canceled within the cancellation window.
When *** the customer service manager called my wife back, she immediately had an attitude with her and was rude and raised her voice with her as well. She said that they have provided a service however how have you provided a service without anyone actually moving yet? Makes zero sense. I hope that nobody has to deal with *** as a customer service rep. I will post on my companies website our conversations and recordings so that nobody makes the mistake of dealing with her. It's obvious that the personal life of this employees gets taken out on potential customers. And if the owner Adam Min allows this behavior to take place, then it speaks volumes about his ownership skills. This company still refuses to be fair.
None of this statement is factual. US Standard had provided a service to this customer, as a moving coordinator we secure a truck and a carrier to transport the customer's goods which had already been done as the customer was moving in one month in the middle of moving season. The contract that was signed by the customer which included the cancellation policy very clearly and in very large bold print at the top of the page that is signed. It states that there is a period of 72 hours after signing the contract that it can be canceled and the deposit returned. This customer called in to customer service an entire week after signing the contract requesting to cancel. It was explained to him at that time that the manager was not in and would need to be present to make any decisions as he was cancelling outside of the 72 hour window and was not eligible for a refund. He became extremely irate and stated that he had proof that he was promised a refund. The emails that the customer sent in showed texts with the sales representative that said the following "we have been refunding deposits left and right" "The answer is yes." to the question "if for some reason our house doesn't sell our our job situation should change and we cancel the move, would our deposit be refundable." The representative was correct in saying that the answer is yes as we do have a cancellation policy that offers a refund of the deposit. The customer had to sign the contract that states directly above the signature box that the cancellation notice needs to be sent within 72 hours. It is after-all, the customer's responsibility to read the contract that they are signing. The manager did speak to the customer after returning from being ill which did take a few days longer than anticipated, but illness isn't always a one day scenario. It had nothing to do with personal issues,unless the customer considers being in ill health a personal issue, this customer is not remembering the conversation clearly. After looking into the file, the manager did contact the customer to offer a partial refund of the deposit as a courtesy, as they were not eligible for a refund as previously stated, the customer's wife refused to put *** (the customer on the file, her name is not on the file) on the phone. There was nothing rude or loud in the conversation when providing the information that the company was willing to provide a partial refund. The customer adamantly refused and reiterated the threats that her husband had stated previously. The company was still willing to provide a partial refund, even after all of the deceitful and malicious things that the customer has provided in the Revdex.com reviews.
This company continues to lie and is every bit as bad as all of their reviews state. You don't have to go far to find bad reviews about this exact same type of thing happening to other customers. It's amazing how nonchalant this company is at ripping people up. The only reason the contract was signed by us was because a refund was guaranteed if our situation changed, take a look at the time stamps on those messages, one was promised before the other was signed. The customer service rep put a generic date on the contract because she said she had to put something on there. How are you going to move me on June 1st when my wife and I didn't even purchase a house? How are you going to dispatch a truck when you have no idea where it's going? Where's my destination address if I haven't bought a house? That how it's evident US standard lies to customers. We asked to speak to the owner of the company and find a fair solution, but then we're told that the owner doesn't deal with customers.... More lies. I have yet to deal with anyone at US standard moving that is ethical or wants to provide a solution. At this point there has been NO REFUND or SERVICE provided, so you're stealing from customers. Your owner is in a customer service oriented business but doesn't deal with customers.... Bad business
BEWARE of BAIT AND SWITCH CONTRACTS!
Our booking agent was great and worked with us to get a good price. Two weeks later we were told that the delivery date and window guaranteed in our contract could not be honored (which was the reason we went with this firm). When we asked for our money back we were given many different reasons for the mistake in the contract (which was a company error). We were told for an additional 600 dollars we could have the dates and window in our original contract!
We asked for our money back again and were told we would have to pay the cancellation fee!
We were penalized financially and in terms of our time/inconvenience for the company's error!
The customer service representative was a nightmare to talk to and would not let me speak to anyone higher in the company.
I had hoped to get a win-win arrangement but that was not possible.
DO NOT USE THIS COMPANY!! I REPEAT DO NOT USE THIS COMPANY!! If I could give them less than 1 star, I would. I will be reporting them to Revdex.com as well as hiring a lawyer (already in the works). I hired them to eliminate stress from my move, and it has been anything BUT stress relief. My belongings were picked up by 2 VERY rude men, who were even heard being rude via phone by another employee, and I was given a $125 discount because of this... fast forward to my belongings being delivered.. ALL WERE DAMAGED. All of my items that I paid extra for to be wrapped, were no longer wrapped. My 60 inch tv wont turn on. My brand new living room set was all damaged ( and missing the legs to my couches). My entertainment center, kitchen table, and wine rack were damaged. My headboard was broken in 2 pieces, and parts of my bed were missing so it couldn't be put back together. Several boxes were smashed, broke, ruined, including the contents inside of them! I filed a claim and it did me no good... they offered me a settlement of $150. You heard me right, $150!! I am in total disbelief. I understand there is a contract and it states how much you get per pound when you file an insurance claim.. however, I believe this amount is assuming your belongings arrive and 1 or 2 items are damaged because they shifted during transport... not your entire load!! I am so disappointed. All I was trying to do was relocate back home, after getting out of the military. I hope yall have better luck with your move than I did. :-(
DO NOT USE THIS COMPANY! It's been 4 months since our move and we're missing 2/3 of our belongings! They underbid And then charged us TWICE the bid. They contracted out our move to an illegitimate business that has now literally STOLEN 2/3 of our things and all they do is try to call the business' number that we've tried to call ourselves. They are unresponsive, we have to answer the same questions every time they call because they don't update their notes and they're rude! They aren't going to do anything to contact the other company (that hasn't responded to our calls or theirs for over 2 months!!!) except place more useless calls and they're not even going to compensate us for our things. They are just as bad as the crooks that they sent to our door. I'm beyond horrified at the lack of follow through, the run around, the unanswered calls and emails and how rude they are if they answer the phone at all. We've had to turn to legal council at this point. SERIOUSLY, steer clear of this bogus company!!!
DO NOT USE THIS COMPANY!!! Unless you like playing a bait and switch game. I paid my deposit as asked based on my inventory of things I was moving. The agent called the day before and asked to make sure we have everything on the list at which time I had to add more boxes and he charged me an extra $300 deposit and I had already paid $550 deposit. I spoke with the agent, that the drivers have a 2 day window to pick up my things which I agreed to. The customer service called me the day before to tell me what time they would arrive. The first time was 10-1 then they called back and said it would be 4-8 then they called again and said they would have to get it the next day between 10-1. The driver called and said it would be more like 3-6pm. The driver then called back and said it would be late maybe between X:XX-XX:XXpm. Didn't call or show up on the 2nd day. Then on the 3rd morning the driver called and stated he would be there between 1-4pm. No show! I just cant believe a company does business in this manner. Run from this company..Nothing but bad customer service and absolutely no ability to keep time frames. My daughter took a job in California and has nothing except a blanket and pillow in her new apartment. I myself have just finished chemo and radiation treatments and now I have to rent a truck and drive it myself to California from Kentucky.
Do not work with them. Their reps tell you that your items will arrive by a certain deadline and they don't arrive. I am now out over $1000 from a trip I had to cancel due to my items not arriving in the time frame I was promised. I also had a bush that was completely destroyed at my former residence which is now causing issues with my home sale. When my items finally did arrive, my bed frame was broken and can't be used. My bed was the one piece of furniture I had moved. All the other items were small and in boxes and could have been put in a Uhaul, but I had US Standard move it out of convenience, but it ended up just being a huge headache and they were less than helpful and apologetic for their lying agent. Also, if one of their agent recommends you use their car transportation service, run. That is even a bigger headache. I am out my deposit on that one because the car transportation side of the business knew I had a flight to catch to the city I was moving to and told me my car would be picked up before than and it wasn't.
We sincerely apologize for the negative experience that you felt you had with our company. In your complaint, you mentioned three issues. The first being that your items did not arrive on the exact date requested. In the contract that you electronically signed on 02/07/2020, it does state that we are unable to guarantee any pick up or delivery dates. We do of course attempt to deliver your belongings to you as closely as possible to the first available delivery date that is provided at the time of pick up. I have included the portion of the contract that explains this in more detail below.
The second issue in your complaint is that there were items that were damaged during the move. You also sustained damage to a bush at the pick up site. We do have procedures in place to ensure that your move goes smoothly and without incident. Unfortunately, accidents may happen. For any damages that occur, you are encouraged to file a claim for reimbursement. I do see that we have forwarded the information in which to start the claims process to the email address on file.
You also stated that you lost your deposit with the company that you booked with to relocate your vehicle. The automobile transport company is a separate entity entirely, we can only refer you to contact companies that have done work for our customers in the past, we do not have any specified agreements with them.
Please contact our Customer Service Department at your convenience if we may further assist you in any way.
When I signed the agreement *** assured me that it would be there by that date. I had a trip scheduled which is why I needed it by a certain date. I would have transported my items in a Uhaul truck on my own if I would have known what I was dealing with. As for you saying the car company is a separate entity, I was told by *** that the car transport was part of the same company. All I needed was my bed transported and it's now something I can't even use. So between my trip that I had to cancel without refund, the damaged bed, and the damage bush I'm out thousands of dollars.
I moved from a 5th-floor walk up to a 3rd floor walk-up with US Standard Moving and Storage's crew and there was never so much as a raised eyebrow between the dudes on the job. That's incredible that they did everything beautifully. They were quick and careful with my stuff. I had the best experience. I love to book them again.
US Standard Moving and Storage Corp made my move painless. The delivery workers were also wonderful. The quote from this company was also much more reasonable than the quotes I had received from other companies. I thought moving would be an awful experience but they made this an absolutely stress free experience. Thank you US Standard Moving and Storage Corp.
It's hard to find a company that is as good as US Standard Moving and Storage Corp. The first phone call we had with them we built an entire inventory list. We went room by room and I told them what pieces we wanted pack especially in the televisions we want to crated. There was nothing this company wasn't willing to do. Highly recommended.
I just wanted to find an extra way to say thank you to US Standard Moving and Storage Corp and all their hard work. It was fun and extremely impressive to watch them wrap all the furniture and haul boxes like they were nothing. I was touched by adorable and lovely relocation you deserve more of my praises. Thank you to US Standard Moving and Storage Corp.