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USA Van Lines Reviews (70)

[redacted] was told of the discount only because she qualified at the time due to the amount she initially wnated to moveAt the time of pickup, the measurements exceeded what was initially given and caused her not to qualify for the promotion anymore and this was also told too [redacted] although she disagreedThe business days policy starts if and when the company doesn't arrive at the requested time of delivery than, we have up to business days to complete the delivery for [redacted] areaAt the time of delivery we understand that she couldn't stay and supervise the drop off which was fine but the driver also couldn't wait for too long having more stops to get to for the day [redacted] shipment wasn't big enough to fill up a truck, hence we consolidate our shipment according to their places of deliveriesWhen [redacted] called to let us know that the driver had left, we extended our apologies for his hastiness and told her we would submit the final bill of lading to her with proof of paymentsthe driver was already to far by the time she notified us and would have delayed the shipment of other customers if he had to turn aroundAs far as missing items, [redacted] has yet to call the office to report any missing items so that we may look for themAnd if the items were places inside a bin, box or such, we would not have access to it since we do not open the customers packed items

Customer was notified of delivery time and contacted for updates on his deliveryFor the are from pickup to delivery, the company's policy implies that business day from earliest date requested for delivery is necessary to receive goodsIn this case from January 1st, company would have until at least January 12th to make a swift deliveryIn case of unforeseen tardiness, per the department of transportation and by law, company as up to business days to guarantee deliveryBased on that information, no refund is due or owed to the customer because they feel travel time took to long to arrive to them.Ont he date this complaint was filed, customer was contacted by us to notify him of the ETA of his arrival, meaning they were aware throughout the whole process that their shipment wouldn't arrive until between Thursday or Friday (7th-8th)The 1st of January was a HOLIDAY, a date at which our offices were closedAll end of the month of December pickup were notified that trucks would be sent out until after the holiday period

[redacted] was charged based on the amount of items that they moved which gave them a larger measurement of cubic footage compared to that requested by customer on time of estimateHowever, the same tarriff was used to calculate his price so that he would be charged any more than what he agreed toWe will make corrections on our part as far as our employees and apologize for any misconduct.The email requested was sent immediately after it was requested, the problem was that their was a miscommunication in the email provided hence the customer hadn't received the emailWe did not find out until we placed a follow up call which is when the customer complained about not receiving the email, once we went over the information he gave us, we fixed the problem and he received the email on that same day

To whom he may concern, [redacted] is the sole person that can file a claim for his damagesThe information that he needs to do so, has been communicated to him by phone and via email with both numbers and contact person that he needs [redacted] is responsible for filing and following up with the documents that will be requested from him to support his claimOnce that is done, the claims department will work on a settlement which the customer will have to either approve or deny prior to the company sending him due paymentsThen and only then are we able to resolve the claimAll the needed paperwork on our side has been submittedClaims can take up to days to come to a resolution depending on the case and the time frame the documents are provided by customerThank You

Complaint: [redacted] I am rejecting this response because:I asked where my goods are currently locatedWhat city are they in? I hope you are not lying like you've done the last times when the delivery was promised Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:With respect to pick-up: I had to make special arrangements for my landlord to let the movers into my apartment because I made arrangements to leave [redacted] on October (the pidate I scheduled with the moving company) It wasn't until the evening of October 14th that the moving company did "not have a truck available" to make my October 15th pick-up, and I had to make special arrangements for someone to be there for the pibecause it would have been extremely costly for me to change my travel plans Alternatively, I could have cancelled my travel plans and sent the movers the bill for expenses incurred for failing to pion the date on my binding estimate.I was never informed of a "hold" on my shipment or any of the repeated delays Not once was I contacted about delays in my shipment Please provide the required written notices of delays in my delivery if what you're saying is actually true (that I was notified of a hold and associated delay) There is NO PROOF of that conversation ever taking place because it did not happen I had to call repeatedly to inquire about delivery No one ever told me I was delaying the delivery by paying on October I was told on the phone that I could pay anytime before delivery Paying on October 31st should not have resulted in a December delivery That's an outrageous delay Longer than the days.Furthermore, my binding estimate included a provision for additional items which the moving company told me was based on cubic yardage, not number of items ($per additional CY) I did not double the cubic yardage of my order In fact, some boxes were smaller in volume than the ones in my binding estimate (i.e., I used five CY boxes instead of five CY boxes) In any case, the estimate was based on the company's tariff for additional inventory which was based on volume, so your number of items increase argument does not hold any merit Furthermore, the bill of lading does not include the final quantity of my order, and I never agreed to additional fees for additional volume I've attached the bill of lading for proof that it was missing information for me to adequately understand the charges under my contract Regards, [redacted] ***

September 9, 2015Re: Complaint ID [redacted] To whom it may concern, [redacted] has spoken to a minimumof at least two customer service agent based on the notes in our system andthat at three different occurrencesAs stated per contract, the bindingestimate does not include additional services that are provided on an “asneeded” basisServices such as long carry, shuttle service and in [redacted] ***’scase, flight of stairs, are charged on site if exceeding the amount of stepswhich we provide for free.Additionally, [redacted] ***’s finalinventory list came up to pieces, a total of 430cf which exceeds herestimate based on the items givenThe customer might have not change her list,but compared to the list, description and measurements given, the customer’sshipment was bigger than what we were initially toldAlthough, the excess wascharged as well as the flight of stairs, it was all done within the agreed rateof $3.85/cfAs far as delivery, due to thelocation of pickup and address for delivery, we request 3-business days todeliverAnd have a business days policy for a guaranteed delivery date.However, [redacted] ***, as told when spoken to during our last conversation dated of9/8/2015, is to expected delivery anywhere between Thursday and SaturdayThedriver will call her personally 12-hours prior to the drop off of her items.Thank You

To whom it may concern,Per [redacted] contract, thecompany was responsible to pack at origin and disassemble requested itemsWeprovide disassembling services upon customers request but the items will not bereassembled if they exceed 6-screwsOnly the basic items are accounted forReassembling services are notincluded in the overall services provided, and if requested are charged a separatefee which was not applied to [redacted] account; Hence we in debt of no crediton his behalfThank You

Complaint: [redacted] I am rejecting this response because: The response from the moving company is full of falsehood and a number of my allegations were not responded toLet me also begin by saying that nobody contacted me to inform her of delay/regret on the matter as stated by the respondent[redacted] , the company agent that I signed the contract with told me there was a promotion on-going for moves to the Midwest and that I needed to sign the contract to enjoy it before May and I signed my contracton May which gave me a discount of $When I contacted her on Friday, Aug to update my inventory, rather than refer me to another staff, she said shewould not be in the office and that we would do it on Mon, Aug regardless of her company’s policyI called several times on Mon Aug 4but she did not respond until 12.30pm saying she had had a busy day - being MonWe agreed I would call her back by 3pm and then she wouldkeep her line free for meI did but she still said she was busy; she took the new inventory and promised to update it and email it to meI called back and forth and didn't get to speak with her until about 4.30pm when she said she was trying to schedule a time for me which shesaid was more important than the inventoryShe hung up, promising to call me back in a few minutesThat was the last time she ever called or responded tomy emailsThen, another staff called to say that my inventory could only be updated by the driver at pithe following dayThe driver finally arrivedat 9.38pm and the pieces mentioned in their response are little items like detachable wooden pieces for table tops and frames – not large itemsI had to even engage friends to call the company on my behalf as they either hung up on me or did not pick my callsThen, yesterday morning, I received an sms from a driver who said delivery would be yesterday evening, then I textedback saying that was ok but that he should ask [redacted] *to call me – so yesterday was the first time I received a call from himand he offered the $50, which I rejected based on an initial discount was givenHe said he would put [redacted] on-phone with me but he never didWhy is [redacted] avoiding speaking with me if not because she misled me in some ways?The driver called this morning to say he would arrive at 9.30am, when I called at 11am; he said he was minutes awayHefinally arrived at pmI paid the entire balance just to have my items delivered while I await the resolution of the matterI had to leavemy session as a New Doctoral student to take deliveryWhile they were off-loading, I needed to get back to class and I told the driver to call mewhen they were doneBy the time he called, I told him to give me minutes to arrive but he said he would not wait and cut off the phoneHe left without giving me areceipt after I had given him $cash since he would not deliver unless I paid by cash or money order, and also took away the paper-work – so I had no chanceto confirm and sign the final inventoryI immediately called the office; Luce said to give her time to speak with himExpectedly, the driver refused to turnbackJust to add that I ask to sign the document and collect receipt but he said we would do it when he finishes off-loading my thingsAll I was told was that they would take care of it when he arrived the office, not to ask him to come back to issue me a receipt.Meanwhile, as I started to unpack, my big trash bin which contained some items is missingI still don't know what else might be missing.I took pictures and I confirmed that another customer’s things were loaded in the space which they claimed my things occupied, including inch Viso television and bags [redacted] told me categorically that if I wanted my things by August 16, all they needed was working days and that meant piwould be August which I consented to.For the company to fail to deliver my things by Aug caused me and my family a world of inconvenienceI am have been sleeping and sitting on the floor and have had tospend on new household thingsI was misled into signing the contact and then badly treatedI am therefore asking for the $initial discount and compensation for the inconvenience caused me and my under-aged childrenThank you for your attention Regards, [redacted]

Good Aternoon I have reviewed [redacted] complaint and I understand her concernWhat I would like to point out to [redacted] is that the long carry charge is a charge for it being carried into vacilityWe make customers aware that the first 75ft from the truck to where you would like items to be unloaded is free, an additional fee of per ft will apply therafterThat is part of our contract is availabe to sign and was signed by [redacted] I would like to send out my sincerest apologies if the professionalism of our employees was not up to parwe do not runbusiness that wayAs for the bed, please feel free to call us at your earliest convenience so we can discuss the replacement of your it at [redacted] Thank You,Michael G [redacted]

I saw that my complaint has been closed. I thought we had 10 days to resolve the dispute. The company has not done anything to solve my complaint. I called them as they asked and each time I called, an employee said they would call me back. No one ever did and I called multiple times. I am very angry that this company has chosen to disregard my complaint and I would like it on records that I am not satisfied with the result.

Good AfternoonWe have reviewed the customer's complaint and we have reached an understandingTo go into further detail, at the time of pick up, [redacted] wanted to add more items (which he is allowed to do), but did not want to pay an increased amount based on the items givenHe, thenafter, cancelled because he was displeased with this newsThe deposit that he gave us upon piis non-refundable and that was explained in the email that we sent himThat same e mail is also attatched to this response.I do hope we can reach an understanding.Thank You, Michael G [redacted]

Complaint: [redacted] I am rejecting this response because: I spoke with Tiffany in dispatch on Nov 11th and she stated the tv would be shipped via [redacted] and provided the tracking number # [redacted] (I even read the number back to her to verify)As of this time the tracking number is invalid??? I will give them until Wednesday! Otherwise I want the money to replace the tv: $per my receipt! It has been weeks since I moved in here, I believe I am entitled to receive my property in a timely manner!! Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:The response from USA Van Service is not trueFirst, he contract was based on Summer promo and the staff, [redacted] said if I signed up with the companyto handle my move, I will enjoy the discount of of $based on the time I signed the contract, regardless of the size of my inventory [redacted] told me there was a promotion on-going for moves to the Midwest and that I needed to sign the contract to enjoy it before May and I signed my contract on May The discount has nothing to do with the inventory-size.Secondly, the driver had not gone far when I called the office because my son was watching and still outside by the time I got there; barely minutes.I am missing of my boxes which contains our winter coats, boots and sweaters and we would need these within one month as it is getting cold in [redacted] ***alreadyThree of the boxes I have were destroyedI did not bother to call the company because they have continued to treat me with great disrespect; until now,though I was told they would sent my receipts and other paper work which the driver failed to give me, I have not heard a word nor received any mail or message from USA Vana I am therefore requesting the Revdex.com to intervene to redress this disservice done to me and my under-aged childrenI want the rest of my property, my compensation and discounted amount as well as receipts and paperworkI do not know where you pay a cash amount of $and you don't get a receipt I look forward to having this issue resolved as it is preventing me from paying attention to my studies Regards, [redacted]

Good Afternoon, *** ***We apologize for the delay with delivering your items, I assure you they are on a truck, safe, and in great conditionThey will be delivered to you next week between Wednesday and Friday and we will be giving you a call to confirm the day before we deliverOur driver
will be giving you a call also. Again, I deeply apologize for such a delay

Complaint: ***
I am rejecting this response because my requests are not metThere is no reason that I cannot be reimbursedone therefore I will begin legal actions
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I have yet to receive the tv in my possession The company called me last week and said they will send it, however I have seen no evidence of this action
Regards,
*** ***

** *** discount was to be applied to his estimate's total since that's what the promotion was for not for the price of his total moveWhen given the paperwork, the 3rd was the requested date for deliveryAlthough we cannot guarantee a delivery date due to unforseen events that may happen on
the road, we do our best to deliver in a timely manner from the date requestedFrom his pick up to the delivery location, *** *** area is allocated business days from earliest time of delivery to assure the shipment's arrival. We apologies for the miscommunication and will address the concern parties accordingly.Thank You

Customer was notified of delivery time and contacted for updates on his deliveryFor the are from pickup to delivery, the company's policy implies that business day from earliest date requested for delivery is necessary to receive goodsIn this case from January 1st, company would have until
at least January 12th to make a swift deliveryIn case of unforeseen tardiness, per the department of transportation and by law, company as up to business days to guarantee deliveryBased on that information, no refund is due or owed to the customer because they feel travel time took to long to arrive to them.Ont he date this complaint was filed, customer was contacted by us to notify him of the ETA of his arrival, meaning they were aware throughout the whole process that their shipment wouldn't arrive until between Thursday or Friday (7th-8th)The 1st of January was a HOLIDAY, a date at which our offices were closedAll end of the month of December pickup were notified that trucks would be sent out until after the holiday period

We have reach out and contacted *** *** numerous times about his delivery and the inconvence.His inventory was more than listed and in retrospect *** *** acknowdlge and signed the agreement of BIND with the total of th move

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Address: 507 W Elizabeth Ave, Linden, New Jersey, United States, 07036-4277

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