USA Moving Group

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.

We regret the inconveniences that have occurred.   The reservation was to commence on the...

16th or 17th due to our direct drivers running behind we requested the assistance of ** [redacted].  The truck arrived on the 18th; we apologize for the lateness of the hour of their arrival.  During the course of the move the Manager of [redacted] became very ill and was hospitalized.  Currently we are working with our legal department to take procession of the items belonging to our mutual customer to complete the delivery.  This was not foreseen, we are dignity working to bring this matter to a close.  The customer will be compensated for the delays.  We are sincerely regretful for the delays.

The response remains the same.  Our customer service department will discuss the exact response with the customer.

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.

We do apologize for any and all inconveniences, our mutual customer made a reservation with our office to have her household items relocate from[redacted]  to [redacted]...

**.  Provided within  the inventory were a list of  extensive glassware, including glass shelves in the curio cabinet and wine cabinet.  Once the drivers did an inspection of the premises of the items to be loaded into their truck, customer was informed of the need for packing of glass and breakable items. It was recommend the items be packed to prevent damages and or injures  The cost of packing the glass and or breakable items were $[redacted].  Customer refused to pay, our office offered to pay the packing charges on her behalf, customer cancelled the move.  We also offered to send another agent to perform the move, customer continue to refuse any assistance or swervices being offered.  A refund was processed on 7/17/2014 in the amount of $[redacted] customer must contact her financial intuition for status of the refund.

Complaint: [redacted]
 
 
I am rejecting this response because:
After contacting the business last week (sales representative) that the customer would be working out of town for the next 3 weeks and after talking to the moving company(customer service) again on Monday morning to remind them of the customer being out of town for the next 3 weeks (per the advisement of the sales representative), the moving company called at 12 pm est to inform the customer that a truck was now available to take the shipment from their warehouse in [redacted] to the address in [redacted]. Since the customer would not be available immediately to accept delivery, payment was demanded by the moving company for storage. The customer informed the representative that he would talk to the original sales representative for clarification and would call him back. The sales representative was contacted that same afternoon and told the customer he would investigate and he would call the customer back. The customer has not heard back from the sales representative as of now. During this time arrangements were made by the customer to have a local contact receive the shipment in [redacted]. When the moving company was contacted on Tuesday to arrange delivery, they informed the customer that the truck was no longer available to carry the shipment. The moving company informed the customer that the shipment will have to be made at some time in the future (to be determined by the moving company). Nothing has been refused or declined by the customer.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: and in addition to THEFT AND DAMAGE to delivered goods.
The movers arrived in the specified time frame on the specified day. They originally had a 53' semi truck which was switched to a 26' trailer. The driver made sure I understood the "free trailer change" as he told me I would be charged for going up steps. This I understood, although I had called and informed [redacted] at USA Moving Group (information provided in earlier report) of this change once I learned about it. He again told me that a woman at the distribution center had told him I'd probably bring this up. They brought in all of my boxes and were very polite. As they brought everything up, I noticed the condition of the boxes. Over 80% of them looked as though a load of bricks had been dropped on them. I wasn't aware reinforced cardboard boxes could [redacted]d in that way. 
Amazingly a Pyrex dish wrapped in 3 layers of large bubble wrap and in a box with other highly padded goods was shattered. In another box, a mug was broken. Theft of bicycles is not unheard of in my neighborhood so I physically carried my bike up. When I left Cincinnati, it was carefully wrapped up and protected from damage. When it arrived in Denver, it was taken apart, the crown of the fork supporting the front shocks is no longer present, thus making the bicycle worthless. One of the movers said he had seen them roughly handle it at the warehouse. Having a lot of friends in the bicycle industry, I have been informed that this damage is not easy to do and cannot even imagine how it happened easily. After talking with bike specialists, the bike has been deemed unsuitable and unsafe for use. Also, my military TA-50 gear, which was labeled as such, and also with my name was not delivered. This is government issued property and thus illegal for anyone else to possess. I have on my military record an exact inventory list of all the components of this and the overall value. Likewise, a toolbox, with my name on it, with valuable tools and parts for my TV, table, etc was not delivered. My mattress was [redacted]t. Another box clearly labeled with kitchen appliances is also missing, and also a side table made by my dad years ago is missing. In addition, some additional items (REI jacket, bras, purses, fan, etc) are not in my possession. Anything that had an exact description of the goods, as mentioned above and are all expensive things are missing. The driver told me to sign the inventory list after all the goods were brought up and then was very quick to leave. I was unable to take an accurate inventory as the inventory list was not accurate to the numbers on the boxes. For example, some boxes had numbers on them that appear on the inventory list as something different (ie tool box, bags, suitcase, tote, chair). What is the point of taking inventory when it is not even accurate. 
Numerous attempts have been made to contact USA Moving Group, specifically [redacted] ([redacted]) in customer service. I asked him for his extension number as I have had enough experience with this company to know the actual phone numbers and he refused to give it to me. On Friday after the delivery I called him, and [redacted] at USA Moving Group. Neither has returned my message or my calls today. Also, [redacted], who handled the actual delivery have not responded to any phone calls or messages ([redacted] 888-[redacted] and [redacted]).
At no point was there any paperwork provided for how to handle theft, or extreme damage to personal and government property. This whole moving experience has been extremely stressful and disappointing. I am pursuing routes through law enforcement, legal channels and the FTC. It is frightening that there are people in this line of work that would steal property that is not their's, and also treat property that isn't their's in such an aggressive manner. I will have no issue telling my story to anyone that is moving. No one deserves to have this treatment, as moving is a stressful enough time. We shouldn't have to worry that our property will be trashed or stolen.
I expect delivery of all remaining goods, undamaged and at no charge to me. I expect an apology. I would also like to see them held accountable and own up to these issues and become a reputable company that becomes accredited with the Revdex.com. Likewise, I expect reimbursement for the damages. At this point, any insurance coverage or reimbursement policy they claim they are entitled to is null. This is unacceptable and a crime.
 
Regards,
[redacted]

We do apologize for the inconveniences; our mutual customer must
contact the agents office to file a claim, or go on their claim managements web
sight in witch is www.[redacted] located
in the state of AZ.  The customer must
contact their office to file a claim.  Within
the claim our mutual customer can also request compensations for delays as it
relates to the delivery.  However; the
customer did sign agreeing to the terms and conditions where it states delivery
could take up to 28 business days from the first date of availability.

We do apologize for any inconveniences; our mutual customer did make a reservation with our office for the...

relocation of his household items from NJ to FL. Listed within the terms and conditions it advises USA Moving group (MC #702685) is a moving carrier/broker authorized by the Federal Government to transport an individual shipper’s household goods. As stated we are a carrier / broker and we have never changed our name.  We have been in business for three years; there has been no name change.  The customer agreed to relocate 2285 pounds, 21 pieces.  The original order was not placed with packing to be provided.  Once our drivers arrived an inspection was conducted and it was determined specific items needed packing.  Such as flat screen TV’s, glass table top’s etc.  Also there was an additional stop off there were additional items to be serviced as well.  When the original inventory is taken by phone we are relying on the information provided via the customer’s directly.  We do apologize, we are unable to issue a refund services were provided.

We do apologize for inconveniences, the customer been refunded she must check with her credit card merchant (MasterCard).  We deeply regret any delays or inconveniences.

We do apologize for any inconveniences, our mutual customer made a reservation with our office to be relocated from Florida to
w:st="on">California 2443 miles.  In accordance to the rules and regulations of the Department of Transportation the drivers are only allow to drive 500 files per day. It is procedure when shipments are being located more than 500 miles our long distance drivers will be assigned, in which they are driving tractor and trailers.  We attempt to relocate as many customers as possible when utilizing the tractor and trailers; we deeply regret any delays, however; the customer signed the estimate for service agreeing to terms and conditions in which does give indications that the delivery could take up to 28 business days.  As for the additional cost, the additional packing was applied to items needed packing.  Listed within the contents of the inventory belonging to our mutual customer are TVs glass table tops mirrors etc.  It is mandated via the Department of Transportation all breakable items must be boxed.  The increase cost was that of $370.00 for packing services only.  The customer shipment has been delivered. 
We do regret any inconveniences.

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 do not agree with the response. First and foremost it is easy to apologize with an easy emotionless “I apologize for the inconvenience”. I know that you work for a company but there is a point where you should have the heart to do what is right. I understand there are “rules” and they were listed very clearly in your response. The major thing ignored is that my bed is still missing and there is also a timeframe of when my items should have been received and I am sure that is prior to over 30 days.  I feel there should be compensation for my missing items, damaged items, additional costs and time off of work. Yes, I understand the process of the claim but to be at a loss for this 90 day period of time is absurd and this process is a way to extend this unfortunate situation.  Another 3 months with my lost and broken items just doesn’t seem fair. You jeopardized my safety, you have poor communication, negligence in handling my items and cost excessive additional fees. I feel that my belongings were held for ransom. The only viable solution is a full refund for the few services that were actually rendered. I agree with the “F” rating on the Revdex.com that I NOW know this company has.
Regards,
[redacted]

We do apologize for the inconveniences; the customer did indeed make a reservation with our office to be relocated from FL to SC.  Her shipment was routed to be delivered next day.  The customer advised our office, due to circumstances surrounding the closing of her home, she...

would not be available for next day delivery.  It was discussed with the customer in detail before the commencement of the move. The shipment was off loaded into storage, and due to her not being prepared for delivery another driver was routed to retrieve the shipment from storage.The shipment has been routed for delivery and it should arrive 3/11/2015.  Our customer service department will follow up with the customer directly.

Complaint: [redacted]
I am rejecting this response because:as previously stated...they did NOT return my phone calls/emails as we neared the pick up date re insurance coverage.  Because I felt ignored, I accessed MSBB and found an F rating and report that they had received 29complaints over a 12 month period.  What would you have done?  I am not a foolish,irresponsible person!  But, I learned a lesson....always check first.  They owe me my refund.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
 
Regards,
[redacted]
 
 
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We do apologize for the inconveniences ; however our records are showing the refund was  processed.  The information had been forwarded to the accounting department for research and verification.  We will contact the customer with our findings.

Complaint: [redacted]
I am rejecting this response because: the company has had ample...

time to process the refund since the move was cancelled on April 19, 2015.  I have called several times to talk to their customer service reps and have been told each and every time that a refund is being processed.  If they had followed through on their previous promises of a refund then I would not have had to contact the Revdex.com.  I do not understand why there is no protection for the consumer when a company takes money and then is not obligated to return the money when the service was not provided and a cancellation was requested within the time frame required.
Regards,
[redacted]

We do apologize for any and all inconveniences, Our Senior Customer Service Representative has extended a grace of apologize, including waiving the balance due.  We deeply regret the delivery has been delayed.

We deeply regret any inconveniences that have occurred.  The customer made a reservation with our office to be relocated from MI – to...

– CA.  The reservation was confirmed with our office on October 4, 2014.  Customer requested to be serviced within two – days.  Within the guidelines of Department of Transportation any move going over a thousand miles usually takes five to seven business days to complete the routing.  However; to accommodate the customer we were able to request the assistance of our agent [redacted] to get the items of the customer picked up due to the urgency of the requested dates.  It was explained to the customer due to the distance she was traveling it we would assigned one of our long distance drivers to complete the request.  We are working dignity to have the move and or relocation completed.  It is by ways no intention to have shipments delayed.  The customer will be compensated for the delays.  We offer our sincere apology.