USA Moving Group

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.

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.

Complaint: [redacted]
I am rejecting this response because: My agreement to use USA Moving Group services was based on my conversation with the Senior Moving Coordinator who sought his supervisor's approval and informed me via email that I had permission to use my credit card for payment. I have a written email stating that the cc payment is fine and that it was approved. That cannot be discredited as proof of our agreement in moving forward with my using their services. Then, the [redacted]e Senior Moving Coordinator, again in writing, stated that if permission was given to use the cc that it would have only been accepted at the time of pickup. This written statement that I have again disproves what is written in the "binding contract" and contradicts what is being said in the above rebuttal to my complaint. If that was true, then my cc would have been accepted at pickup and we would not be addressing this issue. However, the driver would not allow my cc to be used but did not ask for any payment at the time of pickup. I thought this was acceptable because I explained that I was given permission to use my cc and he spoke with [redacted], another Moving Coordinator for USA Moving Group. The Budget Van drivers who showed up at my house did not even know the employees at USA Moving Group and assured me they had their own supervisors with their own policies. Therefore, anything that was told to me by [redacted] was nullified once the job was handed off to another company. The only statement that is true is that the deposit was put on my cc. I would like to understand why that was allowed. My understanding now would be that USA Moving Group keeps the deposit made during that initial conversation and that hands off the rest of the job to other companies who have other policies. Again, I was never informed that another company was handling my pick up and delivery until they showed up at my door with no identification. I think it's an absolute disgrace that this company uses USA in their name. I was deceived by many things, but especially in believing that this was an American company who would stand behind its word. Deceitful and misleading are better terms for this terrible business. I wish I had read the countless negative reviews of this company prior to using them as they continue to provide horrible service to new customers on a daily basis.
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:if my phone calls and emails had been responded to within a reasonable time...I would have cancelled much sooner than I did.  After learning of their F rating and reading many, many complaints...it would have been foolish and irresponsible of me to continue doing business with them.  Master card charge has been disputed.  I should not be charged because moving of furniture was not accomplished and poor, unsatisfactory service was received.  As stated before, after I cancelled..they found the 'time' to call me numerous times.  
Regards,
[redacted]

The response remains the same.  We will continue to research the account for verification.

We do apologize for the inconveniences; the matter will be forwarded to the account department for processing.

All related information was provided within the terms and conditions of the moving contract.  We recommend the customer review the documents that was provided as part of the moving estimate.

We do apologize for the information remains the same.

We do apologize for any inconveniences; according to the terms and conditions all cancellations request must be received seven days prior to the first day of the window. The customer in question had a move reserved for 3/24-25/2015.  She cancel her move on 3/23/2015, which was within the cancellation window.  The customer is not entitled to a refund and this was discussed with the customer attempting to prevent the cancellation.  Please review the insert directly form the terms and conditions of the customer in question:  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: ###-###-####.No refund will be submitted unless USA Moving Group confirms your cancellation request. All refunds will be submitted to the credit card account originally used to collect your payment and will appear on your next billing statement.

We do apologize for the delays and inconveniences; our office is dignity working to resolve the issues of this delayed delivery as soon as possible.  It is not our intentions to be delayed, however; logistical it will occur.  The customer will be compensated for the delays. We do appreciate her patience and time.

We do apologize for the inconvenices; however the information / decision remains the same, additional services requires additional cost in which becomes the responsibility of the customer.

we do apologize for any inconveniences; our office will launch an investigation regarding complaint filed via the customer  We will contact the drivers directing requesting copies of the documents to be reviewed once received the customer will be updated.

We do apologize for the inconveniences; USA is no long doing business with this particular merchant the customer must contact their bank directly for instructions on the next step.

We do apologize for any inconveniences; however the customer must contact the agent office to file a claim.  The inventory we have on record does not included a 65 inch TV.  Please contact the agents office at 866-[redacted] to start the claim process.

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 business days from the first date of availability

line-height: 150%; font-size: 10pt; color: #ff0000;"> Complaint: [redacted]
I am rejecting this response because: I was told in writing that my deposit was being refunded. It has been over 3 months and I have not gotten my refund.
Regards,
[redacted]

We do apologize the response remains the same.  Refunds are being processed as quickly as possible.

We do apologize for the inconveniences; however; the status remains the same.  The refund will be processed once it is completed the customer will receive updated information.