USA Moving Group

We regret your move did not go as smoothly as planned.  We will have our compensations department contact the customer to resolve his complaint.  We attempt to relocate all customers with excellence and do apologize if this did not occur.  However; we are govern by the Department of Transportation and must facilitate all moves within their regulations. Our office will make contact directly with the customer.

We apologize for the inconveniences; The accounting department has advised a check in the amount of $287.00 is being mailed via standard mail.  Our office has provided update information to the customer via land-line on 5/21/2015.

We do apologize, however the response remains the same

We do apologize for any inconveniences, the customer made a reservation with our office to relocate an estimate of 6832 lbs of household items.  When our drivers arrived an inspection was done to evaluate the inventory that would be transported.  Once the inspection...

was completed the customer was provided with a revised estimate informing the new estimate would increase to at least 10,000 lbs filling the entire truck.  Customer in turn call our customer department and confirm with our office  that she did have additional items to be added to the original inventory, plus $[redacted] in packing to be included however; the customer  wanted it all to be transported at cost of the original estimate.  Customer was informed she could transport only the items from the original quoted estimate, customer declined cancel sending the drivers away.   Please review information listed below in which customer signed agreeing to the terms and conditions. 
 Cancellation and Refund Policy:
 
Deposits are non-refundable for cancellations of moves within 7 days of pick-up date (or originally scheduled pick-up date if you postpone the move).
Deposits are non-refundable for cancellations of moves booked within 7 days of pick-up date. You may cancel the shipment and request a refund of your deposit by submitting a request in writing to USA Moving Group, via fax: (662) 796-4218. No refund shall take place unless USA Moving Group confirms the cancellation request. All refunds shall be processed back to your account used for payment and will appear on your next statement.
 We regret the services were not able to proceed ahead due to the customer wishes.

Complaint:...

[redacted]
I am rejecting this response because: I just spoke with a manager ([redacted]) at USA Moving Group. Tried to get an explination as to why sales agent ([redacted]) lied to me about delivery dates and extra charges for my move.  Dates - was promise because move was such a short distsnce I should have my belonging 2-3 days. Also was told they (USA Moving Group) were not a broker and they use their own dirvers. This was and outright lie. Excess charges - Was told by sales agent ([redacted]) that as long the door to my apt bld is 75 feet form the curb there would be no distance charge. Driver stated its 75 feet from door of apt and that include distance in elevator. Was also informed by sales agent ([redacted]) that I would not be charged extra for first flight of steps. At no time did he explain that a flight of steps mean 7 steps. Sales agent also said all my sofas would be wrapped in blankets and that was included in the quote. Not so said the driver of truck. During my complaint to manager at USA Movers ([redacted]) the call dropped (hungup) and my subsequent call backs were not answered.In closing, I would have not used USA Moving Group or its contracted movers [redacted], if I would have been informed that my belongings would sit in storage for a week for a 297 mile move.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I will continue to reject their response so long as my goods are not delivered as promised. The indication that the goods are on the truck has been the same now for a week. We are at the point of 30 business days and 43 calendar days past pick-up date, and they profess to have no ability to estimate actual delivery date. I have no confidence that they know where my possessions are, and worry whether they will ever deliver them.
 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:There has been no offer made to me regarding any compensation, as stipulated by USA Moving Group, neither has a "release for compensations" been sent to me as they claim in their reply.  They have made no attempt to contact me regarding a settlement, and although I have filed a formal claim with [redacted], as instructed by USA Moving Group, there has been no response from them either.  $175.00 does not nearly cover my losses for the damages caused in this move.Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:This business has yet to address my issues for filing a complaint. They continue to respond with "We
do apologize for any inconveniences,we ask the customer in question to review
the terms and conditions of their moving agreement. All moves are reasonably
dispatch in accordance to their specific destination".. which has nothing to do with the complete misrepresentation of services they offer. Again sales person lied and told me USA Movers was NOT a broker, my furniture would be delivered within 2-3 dyas, and informed me that I would not be chared additional fees that I was charged:Charges:
$30 each for sofas (3) - [redacted] (sales person said it was included)
$375 packing fee charged by BA Movers
Walking fee ($75 x 2) - Said I would not be charged because apartment I was
moving out of had an elevator and apartment moving into had 1 flight of stairs.
Never mentioned a flight of stairs = 7 steps
Charged another estimate charge. - All this after my belongings were loaded on
the tuck. I would like USA movers to address my complaint and stop sending canned responses.
Regards,
[redacted]

We do apologize for the inconveniences, as part of the original contract in which the customer in question sign via electronic signature 5/21/2015 agreeing and accepting the terms and conditions of the original contract, please review the followingUSA Moving Group (MC #702685) is a moving carrier/broker authorized by the Federal Government to transport an individual shipper's household goods.The quoted prices and terms are based on the information provided at the time the estimate is prepared. The items currently in your inventory have been converted to an estimated weight/volume (or minimum if noted) used to determine the transportation requirements upon which your price is based. Any modifications to your inventory may result in different prices and terms consistent with the carrier's tariff. Due to the need to reserve adequate space for transport, all modifications (for example, changing pick-up date or decreasing inventory) must be made at least 7 business days before the scheduled pick-up date. If any additional items, packing services or labor services are added or required at the origin or destination then you may be charged for those items and services. Carrier may reserve the right, at your expense, to re-pack any item not correctly packed by the shipper (for example, you should not leave items in drawers). If you are moving any appliances then they must be disconnected, emptied and dry before pick-up. Movers are not allowed to do any type of plumbing or electrical connections.Based on the distance of your move, delivery may take up to 28 Business Days (the range begins on the first day of the client's availability); goods may be warehoused before delivery.Any Restrictions on pick-up or delivery, such as No Weekend Delivery, or No Delivery Before (or After) 5:00PM may cause your pick-up or delivery schedule to go past the estimated time/date, and may accrue additional charges.

The information remains the same the driver has been routed.  He will call the customer 24 hrs prior to arriving.
The information has been relayed several times to the customer.

We do apologize any inconveniences; as stated customer has the option of filing a claim for damaged or and missing items.  The owner of [redacted] [redacted] has been hospitalized with a very serious illness and our point of contact has asked to remain silent to deal with the urgencies of what they are experiencing.  A claim form will be provided via our claims department.  Once the claim form has been received we will work along with [redacted] [redacted] to assure the claim is resolved.  No offer of compensations will be recommended at this time.

Complaint: [redacted]
I am rejecting this response because: The company...

continues to make statements that my delivery will be made either Friday or Saturday of each week that I call, and as of right now, I have still not receive my delivery as promise by USA Group.
Regards,
[redacted]

We do apologize for any and all inconveniencies; the customer in question did make a reservation with our office to have their household items transported.
yes;">   Our associate [redacted] are the movers / drivers that serviced the move for the customer in question.  The manager of [redacted] has been hospitalized and the deliveries have been delayed.  We deeply regret these delays have caused discomfort and inconveniencies, our office is making every attempt possible to have the household items delivered , we do apologize it is not our intentions to have any delays occur during the moving process.  We will continue to pursuit this matter in the customer’s behalf.

font-size: 10pt;">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]

I rejected because they are lying about I dint wanted to waite for suposly a 2 driver you can tell they are the wores moving company ever and thief any ways I guess they need the money more then me

Complaint: [redacted]
I am rejecting this response because: They lied to me on several instances. They did not include the rest of the inventory that I provided them. They also assured me that everything was going to wrapped, boxed and loaded for me and that I had to do nothing. They used these two things to runt the cost of the move up. I repeatedly asked them if the amount was correct, what I needed to do and if the boxing, wrapping and loading would be included to which they lied and that amount was correct, I didn't have to do anything and that all of that was included. I want my money back. 
Regards,
[redacted]

We do apologize for any inconveniences, our office made every attempt to service this move within our governing tariff.  The customer provided...

our office with an inventory that included a grill that is in question.  The customer failed to mention to our reservation agent how large the grill was.  Once our drivers arrived the customer was immediately informed he would be charged a Buckley fee for the oversized grill.  Listed within the tariff it gives details of what occurs if there are Buckley items and no charges have been applied for Buckley items would be applied.  (Buckley items are items that are oversized and taking up a lot of space).  The charges for the oversized grill amount to $[redacted], our office offered to pay half of the cost on the customer behalf.  At the time we only had one agent willing to perform the relocation for our mutual customer, he the customer he did not want that agent to perform the service.  The agent also advised they were no longer interested due to the matter of which the customer was speaking to them in such a negative manner.  We regret the move was not completed; the customer has been refunded $[redacted].  No additional compensations to be granted, the customer cancel the order for service.

We do apologize for any inconveniences; our accounting department has advised it is being processed as quickly as possible.  However; we are requesting the customer contact our office directly to further discuss the issue.

Complaint: [redacted]
I am rejecting this response because:  I want a definitive date.  It has been over 2 months and was told twice it would be 28 days.  I want a definite date before I will accept.
Regards,
[redacted]

We do apologize for any inconveniences; the customer made a reservation with our office to have her personal household items transported from VA to AZ.
yes;"> The original contract
for service was scheduled for 6-20– 21, 2014.  All reservations made with our office requires a two day window schedule for pick-up.  We do not offer one reservations
unless the customer pays a specific reservation fee for instance ($[redacted]) to guaranteed service on specific dates. Due to the short notice of the customer requesting earlier dates June 13– 14/ 2014, the request was submitted on June 7, 2014.  To accommodate the new dates, our office had to re route the trucks to be able to service the new requested dates of June 13 – 14.    Generally a move would be completed within 4 to 7 days depending on the mileage to be covered.  The customer relocated 2136 miles in one direction.  Listed within the contract it states delivery could take up to 28 business days from the first date of availability.  We do apologize if this information was overlooked; we are attempting to get the household goods delivered as soon as possible.