USA Moving & Storage

Thank you for forwarding this consumers complaint to our attention, please accept the following response:

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Mr. [redacted]’s total charges were only $200 more than the estimated price, not $450 as Mr. [redacted] has claimed. The added cost reflected additional packing services Mr. [redacted] required.
 
The delivery window was described on Mr. [redacted]’s estimate and on the Long Distance form completed by Mr. [redacted] on the date of service. Average delivery was up to 14 business days with a maximum of up to 21 business days from the 1st date a customer is available to receive delivery. Mr. [redacted] provided March 29 as his first available date and the shipment was delivered on April 1st, within 2 business days of Mr. [redacted]’s first available date and well within the agreed upon delivery window.
 
Mr. [redacted] submitted a claim which was processed in accordance with the applicable federal law and the contract terms, including the level of valuation coverage chosen by Mr. [redacted]. As required by federal law, Mr. [redacted] was provided with two coverage options for his shipment. One coverage option was free but limited the carrier’s labiality while the other provided enhanced coverage for an additional fee. Mr. [redacted] opted for the free limited liability coverage. Liability and the rate of compensation for valuation coverage are established by the United States Surface Transportation Board. Mr. [redacted] was offered compensation consistent with the level of valuation coverage he chose on the valuation addendum. Unfortunately the coverage Mr. [redacted]’s chose is weight based and does not cover repair costs.
 
Mr. [redacted]’s final charges were only $200 over the estimated charges. Delivery occurred within the agreed upon delivery window and Mr. [redacted] has been referred to our claim process for transit related damage. Thank you.

The person replying did not read the complaint.  I was charged more footage then actually moved - per their documents.  I did not insure my belonging 100% because I was anticipating a professional moving service.  The photos I supplied the company confirm the inexperience of thier employees, hence the extensive damage to multiple items.  They misrepresented there professional service, did not provide industry standard services and the public should be warned.

Thank you for forwarding Ms. [redacted]‘s complaint to our attention. We would like to offer the following response:  In the Delivery Info section of the estimate of Ms. [redacted] received, it clearly indicates that shipments are generally delivered within 7 to14 business days of...

the 1st date of availability with a maximum delivery window of up to 21 business days. Our records show that Ms. [redacted] has received delivery of her shipment however delivery may have exceeded the stated delivery window.

Our contract contains a clause describing the per diem compensation that shippers are eligible for in the event of a delayed delivery. The per diem is either deducted from the balance due at the time of delivery or handled in the context of a claim after delivery has occurred. We will reach out to Ms. [redacted] to coordinate the process so that Ms. [redacted] is compensated for our delay.

We regret that we experienced delays in finding a carrier to delivery Ms. [redacted]’s shipment. Ms. [redacted] is eligible for compensation as delivery exceeded the stated delivery window. Thank you.

Thank you for forwarding [redacted] rejection to our attention. We would like to offer the following response.

The Bill of Lading/ Contract signed by [redacted] shows the total cost of service was $2925.80. [redacted] authorized us to charge her credit card for $2825.80, leaving a zero balance due at delivery. We have no record that [redacted] tendered any further payments as shown on the delivery copy of the Bill of Lading/ Contract. We too have spoken with the delivery driver who insists that he did not collect payment for the service as there was no balance due at delivery. The fact that [redacted] withdrew money from her bank account does not mean that money was given to the delivery driver and there is no evidence showing that she did. 

As [redacted] has stated in her complaint, her claim was twice reviewed by her credit card company and twice denied. We collected payment only for the amounts indicated on the Bill of Lading and deny [redacted] unsubstantiated claim that she paid more than she was required to. Thank You.

Thank you for forwarding Mr. [redacted]’s complaint

to our attention. Mr. [redacted] received a moving estimate which in good faith

based on information he provided. On the date of service Mr. [redacted] add inventory

and required additional services for which he was provided with...

revised pricing

which he accepted.  

Mr. [redacted]’s delivery was conducted within the

agreed upon time frame and there was certainly no three month delay.  The Bill of Lading/ contract states, right

next to Mr. [redacted]’s signature, that “…Subject

to federal law, payment in full for all charges is required before delivery and

prior to unloading”.  Mr. [redacted] was

required by contract and law to tender payment before unloading and was advised

that if he refused, the items would be held in storage until his account was

brought up to date, as described in the Bill of Lading/ contract.

We

regret that some items may have been damaged during transit. We note that the

Descriptive Inventory was signed by Mr. [redacted] at the time of delivery next to

the following notice: “WARNING ->

BEFORE SIGNING CHECK SHIPMENT COUNT ITEMS AND DESCRIBE DAMAGE IN SPACE ON THE

RIGHT ABOVE.”  We further note that

the only notation for damaged or missing items is for some missing bamboo

poles. Mr. [redacted] has been referred to our claim administrator for assistance.

 Thank you.

Thank you for forwarding this customers rejection to our attention. Ms. [redacted] estimate was from USA Moving & Storage however the actual pickup was performed by [redacted], one of our affiliates, as the originally scheduled driver encountered a mechanical delay and was unable to arrive at the pickup location in a timely manner. As [redacted] relocation has not been responsive to Ms. [redacted]’s claim, we have made arrangements to have the claim reviewed by our claim administrator who has already reached out to Ms. [redacted] to assist her with the process. USA Movng & Storage will process Ms. [redacted]’s claim. She has been contacted already by our claim administrator. Thank you.

I love this moving company, I moved from AZ to WA my experience with USA Moving was great the move was easy .. my belongings arrived in a timely manner and no missing or damaged items.

Roxanna was my sales Rep ..Rob was the Foreman and Maria kept me inform on the delivery status.

Thank you to the three of you!

I recently had USA Moving and Storage handle an out of state move for me and just wanted to state that they did an awesome job. My representative was very helpful and informative in giving me a fair and thorough quote. When the movers came out, I was very impressed with their handling of wrapping of my furniture. The delivery was also within the timeline they told me and the movers on delivery were just as helpful as the movers on my pickup date. I would definitely refer them to anyone that was in need of a reputable and reliable mover.

Thank you for forwarding this consumers complaint to our attention, we would like to offer the following response:

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Our associate provided an estimate in good faith based upon information provided by Mr. [redacted]. One the date of service it was determined there were changes to the inventory and some items were oversized. The cost of service was adjusted to reflect changes resulting in a $48.78 increase in the line haul cost and an additional $35 for packing services. An administrative fee was offset by a service discount provided by the foreman.
 
We are not aware that any other charges were assessed however if there was limited access for a large tractor trailers at the destination or if delivery required climbing flights of stairs or walking long distances, ancillary fees may have been applied. These fees were disclosed in the moving estimate and signed moving documents.  If a shipper chooses not to pay for the ancillary services, delivery is made to the closest access point.
 
Mr. [redacted] was provided with two coverage options for his shipment as well as information on third party insurance carriers. Federal law required that Mr. [redacted] be provided with the opportunity to choose one of two levels of valuation coverage provided by the carrier. One coverage option was free but limited the carrier’s labiality while the other provided enhanced coverage for an additional fee. Mr. [redacted] opted for the free limited liability coverage. Liability and the rate of compensation for valuation coverage are established by the United States Surface Transportation Board.
 
We regret that items may have been damaged.  Mr. [redacted] is aware that we have an established claim process in place to assist customers with transit related damage and loss claims. Thank you.

Thank you for forwarding this consumers complaint to our attention, we would like to offer the following response:...

Mr. [redacted] was provided in good faith, with a ‘Binding Estimate by List of Items’ based on a list of inventory items provided by Mr. [redacted]. On the date of service, Mr. [redacted] had additional inventory to be moved and required some packing services. Mr. [redacted] was provided with a revised estimated reflecting the added services which Mr. [redacted] accepted.
The delivery time frame agreed upon was up to 21 business days from the 1st date Mr. [redacted] was available to receive shipment. General delivery information provided to Mr. [redacted] indicted most deliveries occurred within 7-14 business days of the 1st available date. Mr. [redacted] indicated he would be available for delivery from February 1st, and delivery occurred on February 11th, within 8 business days of the 1st available date and well within the agreed upon 21 business day delivery window.
We strongly deny that the delivery vehicle or shipment was involved in an accident as claimed by Mr. [redacted]. There was no accident. We submit as evidence Mr. [redacted]’ signed delivery inventory completely void of any notations suggesting or affirming Mr. [redacted]’ account that items arrived damaged or that there had been any kind of accident.
We regret that items may have sustained transit related damage during the move. We have an established claim process in place to assist our customers with transit related claims. We emailed claim forms to Mr. [redacted] on February 25, and our claim administrator emailed claim forms again on May 4. To date there is no record of having received a claim from Mr. [redacted].
Mr. [redacted]’ estimate was adjusted for added services. The shipment was delivered within the stipulated time frame, and was not involved in any kind of accident. Mr. [redacted] should submit a claim for transit related damages. Thank you.

Thank you for forwarding this consumers rejection to our attention, we offer the following response: We regret the missing boxes have not been located. We have followed up with LA Van Lines and they have confirmed that they have been unable to locate Ms. [redacted]’s boxes. If the boxes are located they will be returned to Ms. [redacted].
We respectfully deny that consolidating loads onto partnered carriers for interstate shipment represents fraud or an inappropriate business practice.  It is a common practice utilized by small independent carriers and larger national carriers alike.    
At this time we recommend that Ms. [redacted] submit a claim to at least get that process started in the event the boxes are not located. Our claim administrator has opened a claim (# [redacted]) and emailed claim forms to Ms. [redacted]. Thank you.

USA Moving and Storage (known as First Choice Moving and Storage when I hired them)picked up my shipment in Mesa Arizona on 6-20-2014. I was told it would take 10 days to arrive at it's destination in Clearwater Florida. I did not receive the shipment until July 16th 2014. After 14 days with no word about my shipment, I started calling USA Moving. They would not take my calls, they would not return my calls and they would not respond to my emails. I finally started calling the one department that I KNEW would take my calls...Sales. I finally talked To [redacted], who told me my truck had left Arizona on 7-6-2014 and would arrive in Clearwater on Friday 7-11-2014. It did not arrive until Wednesday of the following week. Two boxes were missing and the movers refused to move it into my ground floor apartment without an additional $100.00 because "it was over 75 feet from the street". I had to move it all into the house by myself, and as it turns out, it was NOT over 75 feet from the street. I told USA I did NOT want money for my missing items,that these were family keepsakes, and I wanted an effort made to find my missing boxes. I received a claim form two days later that made it clear it was to determine how much money I would be reimbursed for my loss. At 60 cents a pound, I will not get a fraction of what these items are worth. This is by far the worst Company I have EVER dealt with, and at 56 years old, I have dealt with a lot of companies. This company needs to be closed down to prevent further fleecing of innocent people who care about their personal belongings.

Thank you. You guys made my grandma's moving very easy for her. Everything seemed to not have any problems and it was a smooth trip.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This response does not address the fact I was brokered out to [redacted] and that USA Moving would no longer be handling my move. They did not address the fact no one in their office informed me I was to deal with [redacted] directly and no longer go through USA Moving. They did not address the fact that on April 28, 2014 when I spoke with [redacted] and was told they would contact the mover (driver) and schedule my delivery for May 10, 2014 that did NOT actually happen. They did not tell me they had NOT contacted [redacted] when I called again on May 6, 2014 to confirm whether or not I would receive delivery on May 10. I spoke with [redacted] that time as well. According to my conversation with Latashia on May 7, 2014 NO ONE from USA Moving contacted [redacted] to set up any type delivery. USA Moving did NOT inform me that all payments and future contact would have to be with [redacted] and that they were no longer handling my move. The communication to me was that I would deal directly with them. My good were NOT able to be delivered on May 10 due to their negligence in communication. I could not get my goods until May 14, 2014. USA cost me time and money due to their poor customer service and communication.

I was brokered out to another company and USA Moving did not communicate this. This was not part of the CONTRACT I signed with USA Moving.

I want my deposit back which are the funds that went directly to USA Moving. That was $300 for a broker service that was not part of the contract.

Regards,

I recently moved from Waco to Phoenix and USA Moving and Storage was my carrier. Moving is very stressful and they did a great job keeping my move as stress free as possible. They offered a free in home estimate to get me a guaranteed price on my relocation and came up with a fair and competitive price. On the day of my move, they were prompt and showed great professionalism. They showed up on time and had all of my stuff loaded fast I actually was able to leave 4 hours ahead of schedule. They were friendly and courteous when they arrived at my home in Phoenix. They placed everything where I asked and the move was hassle free. I would certainly use them again if I ever need a full service mover and would also recommend them to anyone looking for a reliable mover!

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Sadly I was told by there driver that one of there crew dropped my tv and they were responsible and would be getting a TV to replace it. I recorded this conversation with my phone with [redacted] their driver, have two witnesses and had him put in writing it was there team that dropped it and it would be replaced. They have had me jumping through hoops to prove the damage when they admitted they would have me compensated to replace my 50 inch tv in a timely matter and [redacted] would get us compensated as it was there fault.  It is now the 25th and I have not been compensated to replace my broken 50 inch [redacted] TV. Making sure customers are happy and taking responsibilities for there employees dropping and damaging someones items with replacing them is something they should be taking care of in a timely manner as promised by there moving crew.

Regards,

USA Moving has moved me 3 times. I appreciate the expedited service the first time, the dispatcher gave Mr great customer service . Most recently, I moved from AZ to New York.The price was fair and I wouldn't use another mover, even if the charged less. You get what you pay for and USA Moving is #1 in my book!

Thank you for forwarding this consumer’s rejection, we offer the following response:
 
Mr. [redacted] was provided with coverage options, and chose the limited labiality coverage. Any compensation Mr. [redacted] may be entitled to will be consistent with the level of coverage chosen, the terms of our tariff and applicable federal law.
 
We apologize for any transit related damage which may have occurred but we strongly deny that the transit related damage was in any way, shape or form intentional.  Federal law and our tariff require that Mr. [redacted] submit a claim before any consideration can be considered. Mr. [redacted] should submit a claim to our third party administrator at [redacted] x5. Thank you.

What wasn't broken was lost, damaged or scarred. The sofa had holes punched through, bookcases had broken shelves, lamps were broken, there were items missing and woodwork had scars. My calls were not returned, my claim was never answered, nor were emails answered. This had to be the worst moving experience I've had.

Exceptional customer service experience!! This is an excellent company, from day one I have had nothing but a wonderful experience. I had to leave my things in storage for quite a while and finally had the company move my things from AZ to VA and every item made it undamaged! I would use this company again to move anything I have.