USA Express Moving & Storage

I have been out of the office and only just received/read the request for an update on this claim settlement this very moment I have also just responded to [redacted] with my apology on this delay However, I had explained that the process does take a bit to complete and we only would have just received her signed return back this past week Our AcctDeptis not a full-time department and I'm certain it is in for processing Normally these are processed once a month, however, I had told [redacted] before that once I received the release, I would do what I could to expediteThank you and do appreicate her patience in letting us work through the process Regards, Dana

October 27, [redacted] The Revdex.com Thank you for the opportunity to respond to the above referenced letter of concern received from Ms [redacted] ***.It is correct that Mr [redacted] had organized and set up a long-distance relocation form them with USA Express Moving During that relocation, regrettably, some damages did occur with their household goods When dealing with a long-distance relocation hundreds of miles across country, on occassion damages can and will occur no matter how much care is taken In their case, there was damages that did need to be addressed When notified, a claim form was sent out to the ***'s to fill our and return This Claim was filled out by them and returned to us Once we received the claim, we had notified them that the process does take time because we need to wait until the driver comes back from their run to discuss and to receive documents The claim was reviewed, processed according to the level of coverage they had signed and contracted for and sent to them We were simply waiting for them to sign and return the settlement documents before processing the check for compensation We had no idea they had not received until receiving your letter A copy of this settlement was sent to [redacted] along with a phone call to let her know We believe it was a typo error in the address that caused them to not receive the original documents We sent to Millboro? Our apologies for this It is always our goal to provide our customers with the very best service possible and it is unfurtunate that we feel short of these expectations with the ***'s Once we receive their signed settlement statement back, a check will be issued to them immediately Thank you! Dana C [redacted] USA Express Moving & Storage

From: [redacted] < [redacted] >Date: Sat, Jan 31, at 6:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: "i [redacted] " Please note that I received the check today This matter is resolved [redacted] “You don’t see air but I believe you are breathingJust because my eyes are not black, why can't you believe I am a survivor of domestic violence?"

From: [redacted] <[redacted]>Date: Sat, Jan 31, 2015 at 6:19 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "i[redacted]" <i[redacted]>Please note...

that I received the check today.  This matter is resolved. [redacted] “You don’t see air but I believe you are breathing. Just because my eyes are not black, why can't you believe I am a survivor of domestic violence?"

October 27, 2014
 
 
[redacted] The Revdex.com
Thank you for the opportunity to respond to the above referenced letter of concern received from Ms. [redacted]...

[redacted].It is correct that Mr. [redacted] had organized and set up a long-distance relocation form them with USA Express Moving.  During that relocation, regrettably, some damages did occur with their household goods.  When dealing with a long-distance relocation hundreds of miles across country, on occassion damages can and will occur no matter how much care is taken.  In their case, there was damages that did need to be addressed.  
When notified, a claim form was sent out to the [redacted]'s to fill our and return.  This Claim was filled out by them and returned to us.  Once we received the claim, we had notified them that the process does take time because we need to wait until the driver comes back from their run to discuss and to receive documents.  The claim was reviewed,  processed according to the level of coverage they had signed and contracted for and sent to them.  We were simply waiting for them to sign and return the settlement documents before processing the check for compensation.  We had no idea they had not received until receiving your letter.  A copy of this settlement  was sent to [redacted] along with a phone call to let her know.    We believe it was a typo error in the address that caused them to not receive the original documents.  We sent to Millboro?  Our apologies for this. 
It is always our goal to provide our customers with the very best service possible and it is unfurtunate that we feel short of these expectations with the [redacted]'s .  Once we receive their signed settlement statement back, a check will be issued to them immediately. 
 
Thank you!
 
Dana C[redacted]USA Express Moving & Storage

I have been out of the office and only just received/read the request for an update on this claim settlement this very moment.  I have also just responded to [redacted] with my apology on this delay.  However,  I had explained that the process does take a bit to complete and we only would have just received her signed return back this past week.  Our Acct. Dept. is not a full-time department and I'm certain it is in for processing.  Normally these are processed once a month, however, I had told [redacted] before that once I received the release, I would do what I could to expedite.
Thank you and do appreicate her patience in letting us work through the process.
 
Regards,
 
Dana

[redacted] R6:05 PM (22 hours ago)to me They did finally issue the check 2 months after the complaint was submitted.Thank you,[redacted]Sent from [redacted]

Review: I hired USA Moving Express to move me twice within 2 months. After I signed the contract, the front office service was horrible. I continually had to call and email to get responses from the moving company for any confirmation to unanswered questions. On our first move out of our house, the company did not come with the proper size moving truck. They claimed they did not know the amount of items we had even after I gave specific details in an email to them. They never came to the house to verify the items like the operations representatives told me they should have. We had to rent another truck and store items elsewhere. As you can imagine, the hiring of another moving truck this caused a lot of unnecessary stress the day of the move. After we agreed on a price for storage and the amount of time it needed to be stored, the company called me the morning they were to deliver my items and told me I owed more money for extra storage days. This was after I already paid them over $2,000.00 for the move. Since they had my items I had no other choice but to pay them the additional money. The final point of contention was the damaged my bedroom set dresser. I started calling the claims office on August 4st about the damage and did not get a response letter until Oct 3rd. This company took 8 weeks to respond to my claim. Consequently, the cost for repairs is $1200.00; they in turn have offered to pay me based on the weight of the dresser which is .60 per pound for a total of $54.00. My bedroom set was only a year old and the top is now ruined. The remaining difference for the repairs will be an out of pocket cost to me. I spent many hours calling and emailing this company over the past 6 months I had to deal with them and I have spent over $3,000 to move my items less than 20 miles. This companies policies, prices and customer service is horrendous. They have hidden fees and do not take accountability for any damage they cause while moving. I would just like other consumers to be aware of the issues I’ve had with this company and their lack of service for their clients.Desired Settlement: I would love for this company to take responsiblity for the damage they caused and either send someone to fix the item or pay for the cost of repairs from an indepenant contractor.

Review: I contracted USA Express Movers to move me from PA to CA. When I agreed to have them move me for this long journey across country I never could have imagined the poor customer service that I have gotten since my personal home belongings had been packed in their truck for the move. I have had to always reach out to company for answers and never received phone calls back. I arrived in CA on Jan 31st and was originally told that my furniture would arrive sometime that weekend (2/1 to 2/2), however on the last leg of my trip driving across country when I called they informed me that my personal belongings would not arrive until mid week and now I am being told that it will not until this coming late weekend. I feel like the company mis-lead me the entire time I decided to go with them for my move. I can never get anyone to call me back and then when I call them I am being told a different story and Mauro who is representative of USA Express is rude and lying the entire time and is always talking over me on the phone. I do not feel that I am being treated fairly with this move across country, however they insist on having their money up front at the time of delivery. Timelines that have been quoted have never been meet, they keep pushing off delivery times and not holding up to their customer service mission of statement for being promote and an on time company. I am here in my new location without any clothes, furniture or household goods to start my life on the other side of the country. Their lack of professionalism is appalling to say the least. This business should not be in the line of work to move people such a long distance, nor should they be in the business of moving people at all. I have now noticed that this company is not endorsed by the Revdex.com and I wish I would have researched them further before making them my choice of movers to go with for my move. I would like to be compensated for this inconvenience due to having to go out and purchase things that I should have already to make my day to day living a little more easy for me. I have put out excessive amounts of money since they could not deliver on time. When I asked if they were going to cut the cost of the expense due to this lack of professionalism on their half of not delivering a service they promised I was told that they do no operate that way. However they are willing to hold my furniture hostage until I meet their schedule and time frame. I am the consumer here paying for a service and not the other way around. I expect to be reimbursed at $700.00 to $900.00 off the price of this move. I am placing a formal complaint with your office.Desired Settlement: A refund the moving bill of $700.00 to $900.00.

Review: I contacted USA Express Moving to inquire about utilizing their services for 2 moves, one in July 2012 to a storage unit and the other move on 9/6/12 to our new home. They agreed to rent their furniture pads for $15 a piece, and upon the move to our home on 9/6/12, we would be refunded $10 for each furniture pad used. We were charged for 10 furniture pads, so we expected a refund of $100. I first contacted USA Express Moving to collect our refund on 10/18/12. I've since made 24 phone calls to obtain the $100 refund since that time (October: 18, 23, 25; November: 27, 28; December: 14, 18; January: 2, 3, 8, 22, 23; February: 7, 12, 21; March: 6, 11, 12, 14, 19, 20; April: 3, 4, 5, 8). Each time I called I was either told by [redacted] or another female employee that operations would check on whether the refund was completed, or that the check was cut and I should expect the check in the mail the following week. On several occasions I was promised a return phone call regarding the status of our refund check, and I never received the return phone call. I saved 2 voicemails from USA Express Moving, occurring on 11/29/12 and 1/8/13, which stated that the refund check was authorized and would be mailed. On 4/8/13 I was most recently told the check was cut and could expect to receive it in the mail, which never occurred. Overall this issue has gone on for 6 months, which displays poor business practices on the part of USA Express Moving.Desired Settlement: USA Express Moving should issue a refund check immediately

Review: USA Express handled my move from Langhorne, Pa to Silver Spring, Md in December, 2014. The total price for the move was $1900.00. I gave a $300.00 deposit via credit card. I forgot about the deposit and paid the movers $1900.00 in cash, $900.00 when they picked up my furniture and the balance when they delivered. Frankly I was thrilled with the service and all was well. Then I remembered about the deposit a few days later. I called and spoke to Mauro, my rep, who called me back and confirmed the over-payment. He assured me a check would be send out immediately. Despite numerous calls, my going to the business once, and repeated promises the check was mailed,, I have yet to receive it. I am very disappointed with the company. As I said, the move was handled well. But $300.00 is a lot of money me and their broken promises are even worse. Please help me get my money back. ThanksDesired Settlement: Cashiers check for $300.00 over-night delivered to me.

Consumer

Response:

From: [redacted] <[redacted]>Date: Sat, Jan 31, 2015 at 6:19 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "i[redacted]" <i[redacted]>Please note that I received the check today. This matter is resolved. [redacted] “You don’t see air but I believe you are breathing. Just because my eyes are not black, why can't you believe I am a survivor of domestic violence?"

Review: Movers broke storm door glass while carrying in settee. Reported damage to USA Express moving. They had me fill out complaint form and submit with estimate. The estimate came to $300.00. Submission was made on December 10th 2012. Talked to [redacted] and [redacted] at USA Express which both said they would follow through on the claim, neither got back to me. Two estimates were obtained by qualified contractors. Both agreed glass could not be replaced alone due to current building code, so door must be replaced.Desired Settlement: I expect USA Express to reimburse me the cost shown on the submitted estimate.

Business

Response:

USA Express Moving and Storage

February 26, 2013

Thank you for the opportunity to respond to the letter of concern received from Mr. [redacted] regarding a concern that occured during a local relocation completed.

During the relocation, the movers were moving a sofa out of a rental home and the wind caught the storm door which caused it to come un-hooked and swing closed onto the sofa. Given this, the glass on the bottom of the door broke. The foreman on the job spoke to the other occupant, [redacted]'s girlfriend, and she told them not to worry about it that they had other things that needed to be fixed due to the damage done by Sandy.

However, [redacted] called and said they do want us to fix and that it could not be done with the other damages. We told him we would replace the glass that is in the door only. He then informed that us that because the property is being used as a rental, it is required to have a different type of "code" door and that they replaced the current door with a brand new one and wanted us to pay for a new door to be put in instead of just the glass. We asked him to fill out the claim form and send back, however, informed him that we would only be responsible for the cost of replacing the existing glass not for a new door.

It is always our goal to do the very best job possible for our customers. In fact, [redacted] has used us before and knows that we do a great job. It is unfortunate that that the damage occured at all and if he decided to replace the door with something new, it is not our resposibility and would only be fair that we replace the existing glass.

Any additional information needed, please don't hesitate to give us a call.

Best regards,

Claims Dept.

Review: SIR/MA'AM, I may have misunderstood what I placed in the "Desired Settlement" the first time I filed this complaint, but I really want USA Express Moving and Storage to be investigated and that the proper sanctions or outcome be imposed upon the company. So please reconsider your email stating that my complaint is considered closed. That is not my intention Sir/Ma'am. I am filing this complaint not for Revdex.com information only but for investigation and for proper action please. Please see our DESIRED SETTLEMENT as included in the DESIRED OUTCOME below. THANK YOU VERY MUCH........so, this is our problem: My family moved from [redacted], DE to [redacted], MN on February 20, 2014. We engaged the services of USA Express Moving and Storage, through their Relocation Consultant [redacted], to move our things. We engaged their services because they promised everything nice and wonderful and promised to be on time with their pick-up and delivery. USA Express Moving picked-up our things on February 17, 2014. We scheduled the pick-up much earlier before our actual travel date to MN from DE , hoping that when we get to MN, our things would immediately be there in our MN apartment. The agreed date for delivery by USA Express Moving was February 24, 2014. On February 24, 2014, we called USA Express Moving and they told us the delivery of our things would be delayed for about 2 or 3 days. That's when the nightmarish experience begun, because BUT THEY DELIVERED OUR THINGS ONLY ON MARCH 15, 2014. Before the actual delivery, USA Express Moving kept promising us to deliver our things this day or the next few days but they continuously failed to do so, giving us every reason they can come up with. We had to stretch our budget to buy much-needed things we need to use in our apartment in MN while waiting for the delivery and almost literally we had to "camp-in", eat and sleep in the floor of our MN apartment because almost all our things are in the delivery truck. We even had to borrow things from friends just to get on while waiting for the delivery. The worst thing was we missed several appointments and we had to re-schedule and change schedules because USA Express Moving kept on promising us that they will deliver this day and so we made appointments in MN to coincide with the promised delivery date but then USA Express Moving will tell us again about mechanical and other problems and so they will be delayed some more. 3-4 days delay would have been acceptable to us, but the delay from February 24, the original agreed date of delivery, to March 15 is really unreasonable and excessive. We were placed under a lot of anxiety and stress at that time by USA Express Moving. My wife had to go to work with barely a few pairs of clothes. My two younger kids had to go to school with very incomplete school stuff. My two other daughters had to wash our clothes almost every night to cope with our daily schedules. We cannot simply go buy things which we may no longer need once the delivery truck arrived. What made things really worse was when the delivery truck arrived on March 15 in MN, USA Express Moving would not even unload our things from the truck without making us pay the balance first. We begged them to allow us to check our things even inside the truck just to be relieved somewhat to see our things fine before we pay but the USA Express Moving people we talked with over the phone rudely refused and treated us inappropriately. They were very disrespectful and were very deceiving. For obviously deceiving reasons at that time (March 15), **. [redacted] is suddenly unavailable (he would not even answer his cellphone) and the persons we talked with at their company would not even give us their complete names. They practically held us hostage at that time and so we had to pay first before we eventually saw our things unloaded. Then there was the damaged full size bed and plastic bin. And when we requested for a "discount" because of the delay and because we had to spend several hundred dollars buying things we badly needed while waiting for the delivery truck (but those things we bought are actually in the delivery truck), USA Express Moving promised to call us about it but they never did. As usual, they make false promises to their customers. My family gave them our full trust because they were very nice in the beginning when they wanted us to get their services. Our experience with USA Express Moving and Storage is our first time to be treated very badly in the USA. Now we believe, the bad reviews about USA Express Moving and Storage are very true.Desired Settlement: Because of the unreasonable and excessive delay in completing the service; Because of the failure to respond yo phone calls; Because of the inappropriate behavior of the customer service personnel of USA Express Moving and Storage - all of which amounted to failure to honor a contract or agreement, our desired outcome is that the USA Express Moving and Storage be CLOSED.

SIR/MA'AM, part of our DESIRED SETTLEMENT are the following: For USA Express Moving and Storage to ADJUST OUR BILL SO THAT WE WILL BE ENTITLED TO A REFUND BECAUSE OF THE UNREASONABLE AND EXCESSIVE DELAY; PAYMENT OF OUR "FORCED" EXPENSES WHILE WE WAITED FOR THE DELIVERY TRUCK, WHICH AMOUNTED TO $600.00 TO $800.00; PAYMENT OF THE DAMAGED FULL SIZE BED AND PLASTIC BIN; and PUBLIC APOLOGY.