USA Van Lines

Complaint: ***
I am rejecting this response because: their response is unacceptableAs a company they are suppose to disclose extra charges, not just do whatever you feel like doing and charging customers moreI contacted this company almost everyday for weeks aND received no responseThe manager does not care about his customers, only moneyMy pick up and deliver w we re both extremely lateAt one point I was even told by dispatch they had no idea what was going on and didn't know where the truck was my belongings on itI want my money returned or I'm bringing this to small claims court and at this point not only will I be asking for a full refund but I will be asking for more in damages
Regards,
*** ***

Complaint: ***
I am rejecting this response because:That number is the dispatch number in which I've called over timesEvery time I've called they have been unable to provide me with a specific location of where my goods are
Regards,
*** ***

Please see attached.Thank You

Complaint: ***
I am rejecting this response because: must of my furniture were less than screw and I belive they need to unpack or remove blancket from the furniture, which is in my contract paperThe worker left item as it wrape by blanket, and by myself work done, and paid do do so
Regards,
*** ***

Good Aternoon I have reviewed *** *** complaint and I understand her concernWhat I would like to point out to *** *** 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 *** ***. 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 ***Thank You,Michael G***

Attached is the paperwork that was sent to customer on July 10th, two days prior the date of the depositIn our system, this email is marked as read and only thereafter did the customer call to place a depositAfter receiving estimated quotes from our company, which is all done free of
charge, the customer than has the choice to either continue to the process with us or notBy placing a deposit, it is an agreement of the customer to continue with us and schedule a set date for the pickup of the furniture at given address. ** *** was fully aware of the contract because all the paperwork was given and we cannot charge a card without authorizationCustomer did not call to cancel her order only a few days prior to the actual date of pickupAt the time of cancellation, customer was reminded of the NON REFUNDABLE policy for deposits and decided to withdraw her order regardlessWe have tried cooperating by instead postponing the order, which means the deposit made on their account can be use until years after the date of the deposit on any move of their choiceAnd that is the best we can do concerning the matter.
Thank You

*** *** after both placing a call and sending an email regarding damages from her move was immediately called back to assist her in the matterUnfortunately, we were unable to reach her directly on the phone but did leave a voice mail for her to
contact us at her earliest convenienceA few days later, on October 1st since we had not heard back from her, an email was sent containing the number she was to call to file an official report with claimsHer files are already in the claims department systemWe are only missing pictures of the damages to attach to the report ad a formal letter or any contact at all from *** *** to continue the processThank You

Complaint: ***
I am rejecting this response because:
When I talked to the owner, Micheal, he told me to get my lawyer in a very rude wayAlso when I constantly called, the owner all of a sudden became unavailable Basically none of my calls were taken seriousThe rep, Shannon, never sent the email that was supposed to include my contract and other informationI don't believe that this company is sorry for the inconvenience because of how everything happenedNo communication was made on the company's behalf until this complaint was madeNo communication on when the company would deliverThe men just showed up and began throwing my things in the streetWhat customer deserves their items thrown and left in the street after waiting for over a month to receive them If the company would like to help, some type of compensation would be appreciated such as a refundI will send pictures of my broken items and all as for the items that were missing, I can send the list that was sent to me through a text and circle the missing itemsThis may not do any good since the guy only wrote down box, chair, or bag and TV This is by far the worst experience from a moving company ever and this could of been avoided with a little communication from the company/ownerAt least with communication, I would of known somethingInstead you didn't care about my feelings or the fact that I was an unhappy customerI guess as long as the company got their money, the job was a successfulThis company is a disaster.*** ***
Regards,
*** ***

** *** price increased base off the excess in cubic footage and was all priced at the same rate initially agreed to during estimateIn the contract, it also states that some services are not included in the price of the move, such as stairs, long carry and shuttle servicesAlso, the shipments
are consolidated, meaning that more than one customer at a time is place on a truckBased on the are of travel, sometimes bigger trucks have to be sent in order to accustome many customers at once. In case of any damages, please contact directly the claims department so they may start an official reportThe number is *** for *** *** ***Thank You

Complaint: 1***
I am rejecting this response because: see attached
Regards,
*** ***

Complaint: ***
I am rejecting this response
because:I did not acknowledge the agreement I called numerous times to dispute my sales person's "Jennifer" dishonest "bait and switch" practice.Furthermore, USA Van Lines did not contact me throughout the move I was repeatedly promised that I would hear from them, but I had to do the dispatcher's job and get updates myself from them They insisted on delivering my things one day early with only two hours notice, which was not good because my apartment was not open yet They did not deliver on the agreed upon date, so they violated their end of the contract
Regards,
*** ***

Attached is the paperwork that was sent to customer on July 10th, two days prior the date of the depositIn our system, this email is marked as read and only thereafter did the customer call to place a depositAfter receiving estimated quotes from our company, which is all done free of
charge, the customer than has the choice to either continue to the process with us or notBy placing a deposit, it is an agreement of the customer to continue with us and schedule a set date for the pickup of the furniture at given address. ** *** was fully aware of the contract because all the paperwork was given and we cannot charge a card without authorizationCustomer did not call to cancel her order only a few days prior to the actual date of pickupAt the time of cancellation, customer was reminded of the NON REFUNDABLE policy for deposits and decided to withdraw her order regardlessWe have tried cooperating by instead postponing the order, which means the deposit made on their account can be use until years after the date of the deposit on any move of their choiceAnd that is the best we can do concerning the matter. Thank You

Complaint: ***
I am rejecting this response because:see attached
Regards,
*** ***

Unfortunatly some damages occured during Mrs *.'s moveAs soon as she brought it *o our attention, she was refered *o *he claims department *hrough which claims are properly handledIn order *o have a proper settlement, *hat is *he process *o be followedWe do undertand *hat it *akes at least
days *o have an answer and *he process as a whole *akes up *o days but it is *he best way *o go about such a mishap. On *he other hand, we do apologize for *he miscommuniation and anyone *hat may have addressed Mrs* improperly*he names have been noted and *hey will be reprimanded as due

By contract, we delivered the shipment within our business days guarentee policyAlthough we cannot refund for a move that was completed and billed according to to measurements, customer is welcome to put in a claim so she may be reimbursed for damages sustain during the move with our claims department.Thank You

*** *** was picked up in ** on the 16th of octoberThe day before the arrival of the movers, she was contacted to inform her the time at which they would arrive the following dayDuring that conversation, *** *** informed dispatch that she wouldn't be present but that a friend of hers was
taking care of releasing her items -she had given her authorization for him to do so-The representant at the dispatch office than notified her that she would than be contacted the following day to collect her payment since the person on site wouldn't be able to provide itAs agreed to, *** *** was contacted the following day and informed of her outstanding balanceBecause she had modified her inventory at time of pick up - a total amount of pieces were pickedup compared to the she was quoted for- the total of her move had fluctuatedDue to the amount of her outstanding balance, a hold was placed on her shipment until at least a partial payment was made towards the pick up of her items*** *** was informed of the matter and was sent a form that was to be filled out and returned so we may charge her card for the said partial amount, the remainder would be due at time of delivery*** *** said she would send the form by Monday the 20th since that would be when she would arrive at a place where she would have internet accessThe matter was agreed to and we also told her that she had to make sure she did so because the truck to ** would live that week and we would be unable to release her items until that payment was made.*** *** did not return the form until the 31st of October having missed the truck and now scheduled for the following truck leaving not until the following weekFor *** *** delivery dates range up to business days which is why we tried having having *** *** sent earlier but were unable to do so due to a lack of paymentThat is only stated on the contract given to *** ***, which she locked in by putting in a deposit to confirm her move. Thank You

Complaint: ***
I am rejecting this response because: see attached
Regards,
*** ***

** *** notified us that she had not received the package and we checked with our associate responsible for the mailAfter fixing the information, we immediately put in out and contacted ** *** with the tracking number for her packageWithin 2-days at most, the box should be in her possession
Thank You

Customer was notified of delivery time and contacted for updates on his delivery. For the are from pickup to delivery, the company's policy implies that 7 business day from earliest date requested for delivery is necessary to receive goods. In this case from January 1st, company would have until at...

least January 12th to make a swift delivery. In case of unforeseen tardiness, per the department of transportation and by law, company as up to 21 business days to guarantee delivery. Based 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 closed. All end of the month of December pickup were notified that trucks would be sent out until after the holiday period.

Good Afternoon [redacted]I sincerely apologize for the confusion on our end with the delivery date. I'd like to start by pointing out that while you did request a delivery date, we have up to 21 business days to deliver from that date. I do apologize for that inconvenience. As for you items that...

were broken and missing can you please send us pictures of those that are broken and a list of items missing to [redacted]We would like to help out in any way we can. Thank you