USA Moving Group

Complaint: [redacted]
I am rejecting this response because: They have not refunded my money.  I spoke to a customer service rep on 9/16/15 and was told it wasn't processed and he would send an email to accounting for a status update and have a supervisor call me.  I still haven't heard from anyone.  I also double checked with my bank and they confirmed that the charge has not been reversed and no credit has been processed.  This company is lying and I still expect my refund.  Also they claim they are going to reach out to me in their response but not one time have they called me to discuss this situation.  
Regards,
[redacted]

We do apologize for any inconveniences; As part of themoving industry the method of payment after the deposit is made is viacertified funds only.  The customer inquestion signed acknowledging and agreeing to the terms and conditions of themoving estimate.  Please review thefollowing...

insert:  Payment methods:·  Remaining balance due upondelivery, by Postal Money Order or Cash. ·  Payment must be paid in fullprior to unloading the truck. If payment is not made then the carrier may placethe goods in storage until payment is made, including storage and redeliveryfees.

Complaint: [redacted]
I am rejecting this response because:Dear Sir/Madame... In each of your responses you have yet to address any of my concerns. Your repeated attempts at send me your small print does not address the follow facts that have been stated in each of my responses:1. Your sales agent ([redacted]) mis-respresented that you (USA Movers) were a carrrier not a broker, which in fact you are. 2. Your sales agent telling me that my furniture would arrive within 2-3 days. An additional cost for this was never discussed. In a previous reply you said you have recordings of our calls. I suggest you listen to them.3. Your sales agent told me there would not be an additon walking fee because my pickup had an evelvotr and drop had one flight of stairs. You small prints does not state that a flight of stairs is 7 steps (per DOT).4. Your sales agent told me that I would not be charge for blankets or wrapping of my 2 sofas and 1 chair. 5. Your sales agent told me that if there was more weight, I would be charged accordingly. He did not tell me I would be charged another estimate fee by the driver. Please address the mis-representation of your services and my issues. Regards,
[redacted]

We do apologize for any inconveniences; the customer did make a reservation with our office to be relocated from [redacted] TN to LA.  The original service dates were on 1/8-9/15, the paperwork signed off via the customer and driver is dated 1/10/2015 and not 1/11/2015.  The original...

move was booked for the relocation of 5534 lbs.  The total weight was increased by 1400 lbs, with accounted for the increase in cost.  It is not any intention of USA or [redacted] to miss lead any customer.  The customer in question had additional items to be transported which allocated for the additional cost.  There will be no refund, however; we will have our customer service department contact the customer for further assistance.

Complaint: [redacted]
 
 
I am rejecting this response because: I changed my move date to June 13th and the moving company indicated that was not a problem to move from June 20th to June 13th.  They didn't arrive until June 14th.  They have been very difficult to deal with through this entire process.  It's been very stressful.   They will not even tell me where my shipment is at this time.  No one never mentioned anything about 28 days and it's not stated in my contract on any paperwork that they gave me. 
I would have never used a moving company that would take 28 days to delivery my items. That is entirely too long.  This is unacceptable business practice.  No one should have to go through this type of stress with a moving company.  Moving is stressful enough.
Regards,
[redacted]

We do apologize for the inconveniences; our agent Best PriceMoving is on of the best companies in the industry.  Prior to loading their foreman explained the possibilityof their being additional weight.  A revisedestimate was provided to the customer, the customer signed agreeing to the...

revision. As a good faith measurement a reweighwill be ordered.  The conditions of there-weight the customer themselves must meet the drives at the weight stationnear their home; a heavy weight of the items is obtained.  Everyone proceeds to the resident the shipmentis then off loaded, and everyone returns to the original weight stationobtaining the left weight.  This is the verificationprocess of verifying the weight, the customer must attend the process, if notit becomes invalid.    According to the office of Best Price copes ofthe weights tickets will be a part of the delivery documents, copes will alsobe emailed to the customer as requested.

Complaint: [redacted]
I am rejecting this response because: the company is lying. I tried to notify them 9 total days before the move date. Not "one or two" as they stated in their response. The first call I placed (that I have all records of) was on 5/21/15 I was told "someone will call me back" no one did.  I called again the next day and spoke to [redacted] who I notified of the change.  She ASSURED ME MULTIPLE TIMES they would be able to handle it so I did not cancel when I should have gotten my refund. On top of them lying I wasn't told until the day of my move they "just couldn't do it." (Again all on record).  I have been waiting for 2 weeks now for [redacted]'s boss to call me - another promise made that hasn't been followed through on.  I am trying to allow the business to make things right.  I have taken everything I have documented and recorded as well as the contract to 2 lawyers and a judge about my options.  While I agreed to the contract they broke the contract by not fulfilling the move.  I would rather not go through the hassle of the legal system but I am fully prepared to do so.  
Regards,
Rachel Batts

Complaint: [redacted]
I am rejecting this response because:  USA moving agreed to lock the price as long as I didn't change anything according to the original estimate. During pickup they doubled the price even though nothing was added. When I refused to pay double they threatened me with keeping my deposit if I didn't go through with paying the new price. It was a classic bait and switch. 
 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I called and emailed on the 19th requesting cancellation that was scheduled for the 27/28th move.  Well before the 7 day cancellation period.   I demand my refund immediately.  
Regards,
[redacted]

Complaint:...

[redacted]
I am rejecting this response because USA Moving Company has been promising to "send my refund to accounting for processing" ever since I first canceled with [redacted] on August 4, 2015.   So you can understand why I am not content with a promise that they will refund.   My complaint will not be resolved until my  credit card account has actually been credited with the monies they owe me.  They have had more then plenty of time to get this straighten out.
Regards,
[redacted]

We do apologize for the inconveniences.  However; the information relayed occurred in a different terms of events than presented.  The customer in question did make a reaervation with our office to be relocated from [redacted] to [redacted].  the contractual agreement...

was confirmed 3/26/2015.  May 25, 2015 our quality assurance department reached out to the customer in question, to review the inventory to make any changes necessary.  It was not until this point the customer informed our she was no longer moving to [redacted]o and shat she was now moving locally, and wanted it to take place within the next day or so.  The drivers assigned were not authorized to preform local moves in the state of [redacted].  During the end of every month, all our drivers are overbooked with moving request.  This was explained to the customer we will attempted to make it happen, but there was going to be a good chance it would not happen within the next few days due to the preexisting schedules.  Customer cancel the move.  We sincerely regret the services requested did not occur, no refund to be granted.

Complaint: [redacted]
I am rejecting this response because:I have a saved voicemail from [redacted] at USA Moving Group that I would receive the refund.  He point blank said "we don't want your money".  The move was canceled the day before the move (Monday), not the day of the move (Tuesday).  The move was set up 2 days prior to that (Saturday) and I attempted to cancel within 24 hours on Sunday but was unable to reach anyone at USA Moving Group.  Being that all of this transpired 2-3 day span, there is now way humanly possible that I could have canceled with a 7 days notice.
Regards,
[redacted]

We do apologize the customer must file the claim with the agent, the information has been provided to the customer to begin the process.

We do apologize for any and all inconveniences; our mutual customers did make a reservation with our office to relocate their household items.
yes;">  The contractual dates scheduled were 6/2-3/2014.   The drivers were running a little behind in an effort to catch up a called was placed to the customer attempting to pickup her shipment earlier than scheduled.  Customer advised she was not in the state of Florida at the time, it was due to the routes of the driver we would return around the 5th or 6th of June.  Customer advised our office she was scheduled to leave to return to North Carolina on the 4th.  The driver did return on the 4th to service the move.  Once the drivers arrived an inspection was taken of the premises, it was immediately brought to the customer’s attention of the need for packing of all breakable items.  The items needing packing were (2 mirrors’, 2 T.V. Lamps, pictures, glassware in the curio cabinet, etc). Within the terms and conditions of our moving tariff, during the service of the household items at the pickup – 50 percent of the balance must be paid and the remaining balance to be paid at delivery also included within the terms and conditions the methods of payment required, we do not take credit cards during the relocation process.  Our mutual customer signed via electronic signature 5/23/2014 agreeing to the terms and conditions of the Contract.  We do apologize of the lack of communications the customer felt was not done, however; our records do not indicate any messages were received on the mention dates.  Customer has received her shipment.

Tell us why here...We do apologize for the inconveniences; USAMoving Group is a licenses and insured carrier/broker.  Department of Transportation recommends if atanytime we are able to service a move and we are using agents, we must alsocarry broker licenses.  USA Moving...

Groupdoes not pay any agents to assist with any our booked moves; however if we areunable to service any particular move we do have agents (carriers) to assist aswe assist their office.  The individual,who our mutual customer has mentioned has not returned her calls, has been outof the office due to a family emergence. Our office will research the moving estimate for the status of the refund;the customer service department will follow up to provide any updates regardingthe refund

We do apologize for any inconveniences; the information has been forwarded to the accounting department for processing.  In which their office is advising they are delayed within the structure of processing refunds.

We do apologize for the inconveniences; the customer made a reservationwith our office to have their household items moved.  We are a relocation company as our agentslisted in our network.  When servicingall moves the logistics play an important part when servicing all...

moves.  For instance the size of the shipment alongwith the mileages and direction of travel, our mutual customer relocated 2144 pounds. Our trucks hold up to 15000 to 28000 pounds. It is logistically sound to fill the truckgoing in either direction to service as many customers as possible.  This is where the direction and the estimates areother moves or relocations become a part of the move. The customer signed the termsand conditions agreeing to the delivery window; which states the delivery couldtake up to 28 business days not including weekends or holidays.  The delivery window spread begins the first dateof availability.

We do apologize for any inconveniences; and deeply regret our mutual customer did not have the opportunity to review the moving estimate that was signed agreeing to the terms and conditions of the moving estimate.  We do not broker moves; however we do have within our network of agents. these...

agents will take on the responsibility of performing the move.  The agents are not used as a means to keep the business on scheduled.  But there are utilized when the trucks of usa are unable to provided the services contracted to do so.

Complaint: [redacted]
I am rejecting this response because: I have contacted the business several times to let them know that the refund...

was not processed. I received a new credit card number which could have slowed the refund due to the card number change. My phone calls were not taken and messages were not returned. My husband received a message to contact [redacted] in regards to the refund. Even with the direct number, I was still unable to talk to him in person. I finally managed to speak with him, giving him the new card number. [redacted] said that he would "walk this information over to accounting right now." That conversation happened over 2 weeks ago and there hasn't been any activity in my account to suggest the refund was even attempted. 
Regards,
[redacted]

We do apologize for any inconveniences; however; when agentsarrived to service the move.  Ourcustomer in questions needed additional services perfumed that were notincluded in the original contract and or move estimate.  When the moving estimate was originallyquoted it was based on the...

information provided by the customer directly.  There were no intentions of fraud; if additionalservices are required it does become the responsibility of the customerthemselves.  We sincerely regret anyinconveniences that have occurred, however the customer is not entitled to arefund.