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Business Profile

Moving Brokers

USA Moving Solutions LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for USA Moving Solutions LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 25 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/18/2024

      Type:Product Issues
      Status:
      UnansweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I put $789.23 down for this company to assist with a move from ********, I called back a few hours later to cancel due to a call regarding a medical treatment that was needed for a family member. It was within the time frame of the agreement the salesman (*****) then emailed me a rude and unprofessional email implying that I was lying about my decision not to use their company. I told them I was not wanting to move forward with them. I was sent a refund document by office staff ******* and asked to sign I did and was told they had up to 90 business to refund the money. I frequently checked in with them, sometimes multiple times a week. I was told by ****** that I would have by mid August ( I believe august 19th). After that date came an went I called and was told by ****** that only the *** could issue the refund and they were in ****** vacationing. I explained the date had passed and they have had more than the time in their contract. They said "Are you stupid? Are you deaf? It's a vacation, I'm not calling them on vacation" I never heard from them again.
    • Initial Complaint

      Date:03/24/2024

      Type:Order Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Company did not reply to my attempts to cancel their services within their 72 NON business hours timeframe and they kept my deposit and did not provide any services.

      Business Response

      Date: 03/25/2024

      We can not find this customer in our system. please provide a phone number that is on your estimate, a name that is on your estimate or a job number. 

       

      Thank you 

    • Initial Complaint

      Date:12/21/2023

      Type:Product Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 26, 2023 I paid $******* for a deposit on a move Reference No: U5140778. On June 27, 2023 I sent a cancellation in writing, well within the 72 hours required by the contract for a full refund. USA moving solutions sent me a refund agreement that they would refund the full amount within 90 business days. I have not received the refund, have called over 20 times. Have talked to **************************** and several others who have repeatedly told me they will let finance know and there is nothing else they can do. It is well past the 90 days and they have yet to refund me my money. I want my ******* refunded immediately per the signed contract.

      Business Response

      Date: 01/08/2024

      This cusotmer was refunded and the check is in the mail. I have attached a picture of their check and envelope.  

      Customer Answer

      Date: 01/16/2024

      I have received the check and deposited it, however my bank is stating that they cannot fully verify that it will clear until Monday, January 22, ****. I will updated the complaint on this date if and when the money is cleared into my account.

      Customer Answer

      Date: 01/22/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *******************************
    • Initial Complaint

      Date:11/27/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      August 4th of 2023, my roommate and I hired USA Moving Solutions to move from ******, ** to ********, **. We were originally quoted $2848 for the move with 458 sq footage. Once the movers came for pickup, they informed us that the amount of square footage they quoted us was low. They charged us for an extra 220 sq ft and threatened to not take our belongings unless we paid an extra $990. This did not make sense, as we did not send multiple items that were originally in the quote, such as a dresser and a full mattress and bed frame. At delivery on August 20th, we were charged an additional $828 because the driver did not want to drive the semi truck into the complex. I spoke to 2 separate semi drivers who said the truck could have fit with no problem into the complex. We were also charged a fee for stairs, which we expected. The driver delivering my belongings hired a stranger he did not know to help him and told us to hide our expensive belongings or loose cash because he did not trust him. When the man was leaving he asked me if I was single and knew that I was a woman living alone. I felt unsafe and extremely uncomfortable. My roommate, who was moving down a few months later, reached out to the company multiple times and they said that we shouldve called them when the pickup team said the quote was not accurate but because we didnt they cant refund us. They also said that it is up to the discretion of the delivery driver to determine whether the truck could be maneuvered into the complex, but it seemed as though the driver was inexperienced. That is not a valid reason that we should have been charged additional hundreds of dollars. The driver told me that if I did not agree with the fee then he would not be able to give me my belongings. My roommate left multiple reviews, all of which have been deleted. I am very frustrated and I feel like this is my last resort.

      Business Response

      Date: 12/12/2023

      The customer booked a job with ********************** on 07/03/2023 to be moved on 08/09/2023 for an estimated 458 cubic feet. The customer got a quality assurance call days before her move to verify her inventory. She did add cubic footage at this time and it brought her overall price to $2979.68 with an estimated 484 cubic feet. When the carrier arrived on the location to pick up the customers belongings on 08/09/2023, they did a walkthrough and let the customer know that they had an additional 220 cubic feet. USA Moving Solutions called the customer at the day of pick up and we did not get an answer. We also did not receive a call from the customer asking for help or assistance as instructed if needed at the day of pick up. The customer signed the estimate agreeing to the overages and they were very well aware of why they had to pay more money. We had the customer estimated to take 60 items at 458 cubic feet however the customer ended up taking 70 pieces and it came out to 678 total cubic foot. The customer paid no more than $3.75 per additional cubic feet and 12% fuel charge on the additional cost. 

       

      The customer was charged a shuttle fee because the semi that they were being delivered in could not safely fit at the delivery location nd required a smaller truck to make the delivery. We do make this clear during verification and we do send emails to prepare the customer for such a charge if needed. This is also in the agreement that the customer signed. Any licensed driver that is maneuvering a semi would have to be experienced to operate that motor vehicle. If the customer did deny to pay this fee they had the option to get their own smaller truck and the carrier would have unloaded to the customers truck. If an agreement have not been made, the carrier would have to put the customers belongings in storage at the customers expense. 

       

      These delivery issues were never brought up to USA Moving Solutions and we did reach out multiple times to see how the delivery went and never got a response. We also sent emails on 10/12/2023 and 10/15/2023 to see how the delivery went. 

      We do apologize for the experience that the customer has had with the carrier however, everything the customer is mentioning is in the estimate that they signed and was brought up during the initial process. USA Moving Solutions has reviewed the customers paperwork and we did find a mistake. The customer was over charged by $131.00. We did reach out to the carrier and we were able to get the carrier to send the customer a check for this difference. We do request that the customer send out company an email at ********************************************************* with a good address that the check can be sent out to.  I have attached the customers paperwork for reference. 

      We do apologize for any inconveniences and we look forward to hearing from you. 

       

       

      Customer Answer

      Date: 12/22/2023

       
      Complaint: 20922127

      I am rejecting this response because:

      They stated in their response that we sent 70 items but you can see from the document that they attached that only 66 items were sent (I have attached this file to this response as well). The movers knew that we were moving out that day and we had no other option but to pay additional fees. Additionally, they did not even have the correct paperwork when they arrived so the call beforehand to confirm inventory was disregarded. I feel like we were taken advantage of, as two young women moving across the country. We were informed after the fact by the USA Moving Solutions that we could have called while the driver was there if they were saying the estimate is incorrect, which wouldve been helpful before the movers arrived. We were unaware that this was an option and that there would be such a large discrepancy between the quote we were given and the price the driver would charge. Is there any explanation for the delivery driver saying he doesnt trust his coworker and that I should hide my belongings/cash or the man hitting on me as he was leaving? Or our reviews being deleted several times? I felt extremely uncomfortable and overall this was a very negative experience. 

      Sincerely,

      *********************************

      Business Response

      Date: 01/03/2024

      This customer was sent a refund check for the overcharge that the carrier charged which was about $175.00. The ******* did not have the revised estimate at the time of pick up which is a common mistake and is easily fixed once we find out the carrier has the wrong estimate. This was adjusted at the time of pick up. 

      The customer was charged correctly based off the estimate that the customer signed. The customer did have extra cubic footage that they were charged for at the rate that they signed for ($4.50 per additional cubic foot). We  found no other discrepancies on the customers paperwork. The customer paid for the space that they used as well as stairs that the carrier has to carrier household goods down from. 

       

      At this time USA Moving Solutions has done what we can. We have done a full breakdown of the paperwork and compared it to the customers inventory. Everything is correct and the discrepancy that we did find, we had the carrier send the customer a check for. The customer has reached out to us with their address to send the check and accepted it. 

    • Initial Complaint

      Date:08/21/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Scheduled move with USA Moving Solutions 6/1/23 for move 7/16/23. Originally advised move was "locked in" at $6994.53. Each step of the move required more money or they would not proceed. Final cost of move $11447.00. All furniture was damaged beyond repair. Movers refused to move boxes and items to marked rooms. They did not speak or read English and used a translation app to communicate. Requested furniture be wrapped in blankets, as was told would happen during booking process. Antiques and family heirlooms ruined due to careless packing and loading. Zero responsibility taken by movers and brokerage company just said "file a claim." USA Moving Solutions does not present themselves as a "broker" and do not advise random movers in an unmarked white truck will move your home.

      Business Response

      Date: 08/24/2023

      The customer was picked up on 07/16/2023. The customer had an estimate to take 1810 cubic feet.  The carrier did a walk through and let the customer know it may be more cubic footage. After the move is completed. After the job was loaded the carrier showed the loaded truck to the customer. The customer had an additional 690 cubic feet after loading.  The customer did agree and sign for this. This is what brought the customer's price up. The customer paid an Additional $3.50 per additional cubic footage plus 12% fuel of the overages. This is the estimate that the customer signed for to roll over if the customer had overages at pick up.  The customer had absolutely no complaints at the time that USA Moving Solutions called and checked in. USA Moving Solutions spoke to the customer on the day of the move, the day after the move, on the 18th and on the 20th. I also want to point out that this customer was delivered within 7 business days and the carrier has an allotted window of 2-14 business days to deliver based on the carrier's tariff. The CS manager called the customer the day after the delivery and the customer stated that they wrote a long email to the carrier about issues. We did request for this email to be sent to me so I can see what the issues were. The customer did send us the email however, she was verbally spoken to and told that the email would not be responded to only shadowed so we can make sure that the carrier addresses the customers concerns. The customer was spoken to in detail about the issues that they had with the carrier and we did inform the customer that they would need to file a claim for the damaged items. The customer did receive claims information from us so they can file a claim along with instructions on how to file a claim.  If the customer needs assistance with the claims form please reach out to our offices and we would be happy to assist them with filing a claim. There is a process that needs to be followed when the customer has issues or damages. 
      USA Moving Solutions does not hide that we are a broker. Not only is it online but its on the paperwork the customer signs. 
      If the customer would like , give our offices a call and we can attempt to assist to get the customer compensation from their carrier. This is not guaranteed and the customer does need to follow procedures to get the maximum chance of receiving compensation other than from claims. 
    • Initial Complaint

      Date:08/15/2023

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was supposed to have my items delivered to my house on July 22nd at an estimate of $3743.55. My items were delivered to my house 2 and a half weeks late (August 10th) and I was charged $9,998.22. They lied about the amount of cubic ft my items took up in the moving truck to charge me this high price and lied about the date of arrival in order to get me to sign a contract. I was told signing my original estimate meant my cost would not increase as well. This complaint is me being kind and not going into details of the actual move, employees, and lies. The company is a scam and that’s the easiest way to put it.

      Business Response

      Date: 08/16/2023

      This customer was picked up and delivered. At the day of pick up the customer added an additional 684 cubic feet to their estimate. The customer had an estimate to load 127 pieces and they actually loaded 197 pieces. The customer was charged for the additional space that they used at the time of the move. The customer was explained this and a breakdown was sent and gone over with the customer at the day of pick up before they signed for the new estimate. 

      The customer's First Available Delivery Date (FADD) was on 07/22/2023. This is not the date that the customer gets delivered but the first day that the customer can accept delivery and the start of their delivery spread.  From this date and depending on how far the move is going, the DOT allows the carriers to deliver within a certain window from the customers FADD. The carrier does have up to 30 business days to deliver a customers belongings form the FADD. The customer did sign for this at the time of pick up and was made aware. The carrier did deliver within the carriers delivery window. 

       

      We do apologize for the issues however, USA Moving Solutions never lied or misrepresented our company to the customer. The customer was verified and sent many emails explaining what to expect and what do do especially with the FADD. 

       

      If the customer has any further questions they can reach our offices and we would be happy to speak with them. 

      Customer Answer

      Date: 08/17/2023



      Complaint: ********



      I am rejecting this response because: Again with the lies, this is why I went to better business bureau. Because I’m sick of their lack of accountability and at least this way even if they don’t give me the resolution I’d like other potential customers can see my unresolved complaint and listen to my mistake rather than all the fake 5 star  reviews like I did. Shawn, the sales person I worked with and who got me to sign the contract promised all the things I wanted, but failed to mention the company will actually fail to deliver on every promise.



      Sincerely,



      ***** *****

      Business Response

      Date: 08/17/2023

      USA moving solutions does apologize for this situation and we will attempt to help find a solution. USA Moving Solutions does not make any promises or guarantees when it comes to the moving estimate. Anything special that is requested outside of the moving estimate needs to be put into the estimate and signed for. The customers estimate had no special conditions or requests expect to use a Credit Card to pay for the move. We are required to follow the estimates guidelines. Please remember that USA Moving Solutions is only your broker in this transaction. We can assist with going after your carrier and helping you file a claim, however, USA Moving Solutions can not offer any type of refund at this time. 

      Thank you 

    • Initial Complaint

      Date:07/10/2023

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In June 2023, we entrusted our interstate move to USA Moving Solutions and their subcontractor ***** *** ***** (aka ***** ******* *** ******, expecting a professional, stress-free experience. Originally quoted at $3,500, costs have surged to over $6,000 (despite reduced inventory), with neither company assuming responsibility.

      Numerous last-minute changes to pickup dates caused confusion. On moving day, despite a reduced load, the fee was increased by $1,200. A charge of $150 was added for "extra flights of stairs", despite our house having only one flight - limiting each "flight" to seven steps is dishonest and misleading.

      The movers neglected to load several items, causing us to spend hundreds shipping and discarding items. Among the discarded items were irreplaceable antiques with sentimental value.

      Their conduct was highly unprofessional; one mover used our bathroom without asking, left the seat up, and didn't flush. As loading ended, the drop-off representative insisted on a large tip to avoid extra charges. The delivery team only brought 35 of our 104 boxes indoors, leaving the remainder stacked haphazardly in the carport, along with trash in the yard. Our furniture suffered substantial damage, but the movers blamed it on our supposedly “cheap” furniture – one even sent rude text messages post-delivery.

      Complaints to USA Moving Solutions were dismissed. Christie R. offered unconvincing excuses and refused a full or partial refund claiming the service was provided as promised. A form to file damage claims was promised but never sent.

      Our experience was far from the premium "stress-free" move advertised by USA Moving Solutions, and their contractor failed to care for our items like the professionals they claim to be. The move caused unnecessary stress, damage, and inflated costs. The lack of responsibility and professionalism from both companies was evident, with no effort made to rectify their shortcomings. We strongly advise against using these companies.

      Business Response

      Date: 07/13/2023

      The customer booked with USA Moving Solutions on 06/02/2023 to be a broker and get them moved on 06/09/2023-06/08/2023. The customer had a estimate of 719 cubic feet that they signed for with a cost of $3721.12. the customer put a $1021.12 deposit down for their move and left a balance of $2700.00 to the carrier. The customer had a quality assurance call on 06/07/2023 to go over their inventory again before their move and the customer added volume to their estimate which brought the cubic feet to 787 cubic feet. This also increased the balance to $3000.00 that was due to the carrier. 

      The customer signed for two dates which were the 8tha nd the 9th. The customer had a preferred date of the 9th however, we let all of our customers know to keep both dates open and do not make any plans because times and dates can change last minute. The customer was told by USA Moving Solutions that the customer would be picked up on Friday 06/09/2023 and it was changed to the customers back up date of the 8th last minute. The customer had issues with this because they already made plans. We did let the customer know we would do what we could to get them picked up on the 9th. The carrier was able to move jobs around and get the customer switched back to the 9th. Please note that their was no confusion on pick up times or dates. USA Moving Solutions was simply trying to honor the customers preferences in-between delays that the carrier was having. 

      The carrier arrived on location and did a walkthrough. At this time the carrier stated that the cusotmer had additional cubic feet. To be exact, the customer had an additional 263 cubic feet of space after the truck was loaded. The customer also had $150.00 stairs fee. The customer was informed that a flight of steps is 7 steps. The customer's first 7 steps is free. Each additional 7 steps after that is $75.00. The customer also signed for this in their estimate. Please see section 9 and additional fees and accessorial services in the customers estimate below: 

      "If there is more than one flight of stairs at your origin and (or) destination which require the movers to transport items beyond the first flight, there will be a charge of $75 per additional flight. There will be no charge for the first flight of stairs at either the origin or destination." 

      "THE PRICE INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE ITEMS, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 flight OF STAIRS (starts at 7 steps)." 

      The customer has a responsibility to do a final walkthrough with the carrier before the carrier leaves the premises. USA Moving Solutions only received one call at the time of pick up and that was to discuss the customer's overages. USA Moving Solutions attempted to contact the customer for 4 days and did not make any contact until the customer reached back out to us via email on 06/13/2023. USA Moving Solutions was not made aware of any of this while it was happening to attempt to fix it. 

      The customer was delivered and stated that they had damages. USA Moving Solutions is sorry about the damages that occurred however, the customer is not taking the right course of action and filing a claim for their damages. USA Moving Solutions will not be held liable for damages. We can assist with filing a claim or the customer however, if the customer refuses to follow the proper procedures, we can not assist the customer correctly. 

      USA Moving Solutions has attempted to steer the customer in the correct direction however, the customer is demanding 50-75% of their deposit refunded and nothing less than that. USA Moving Solutions has also made several attempts to email and call the customer. We have only received one email back and nothing more after. 

       

      USA Moving Solutions will be more than happy to assist the customer with filing a claim for their damages, however, USA Moving Solutions can not offer any type of refund at this time because the estimate has not been breached by any party. We strongly recommend that the customer file a claim with their carrier. If the customer needs this information again to file a claim they can reach my office and I would be more than happy to provide this information again.  

      Thank you 

       

      Customer Answer

      Date: 07/14/2023



      Complaint: ********



      I am rejecting this response because: 

      • I have responded at least once to every email I have received from the business. 
      • A representative of the business attempted to pressure me into communicating via phone, rather than my stated preference of communicating in writing.
      • The primary nature of my complaint is not related to the legality (or lack thereof) of the business’s contract terms, but rather with the incredibly poor and inadequate service we received, as well as their dishonest approach to their business and sales practices. Whether or not we are “legally” owed a refund, as paying customers we deserve to receive the service we paid a premium for - which was a professional move in which our belongings were transported with care in a manner that reduced, rather than increased, the amount of stress,  hassle, and loss we would have experienced if we had moved without their assistance. Because this is what any reasonable person paying thousands of dollars to a moving company would expect - and we did not receive that - this response is not acceptable to me and I do not believe this business is worthy of an acceptable rating from the Better Business Bureau.


      Sincerely,



      ****** *********

      Business Response

      Date: 07/19/2023

      We understand the customers position and we apologize that the cusotmer is having these issues.  We have repeatedly told the customer what the next steps that they need to take were, however, they are only requesting a refund instead of going through the proper procedures for compensation. 

       

      USA Moving Solution's strongly urges the customer to file claim for their damages so they can get compensation. USA Moving Solutions will assist the customer with getting compensation from the carrier however, USA Moving Solutions is not responsible for damaged items. We understand that the customer hired a broker to get them professional movers , which USA Moving Solutions did, however, damages can occur. In fact, the carrier the was contracted to this customer has a B rating on this very platform. USA Moving Solutions does all venting and has a full list of trusted carriers around the nation. If a issue does arise, we have procedures that need to be followed so the cusotmer is taken care of. if serious enough, we will stop using that carrier. 

       

      Thank you 

       

       

    • Initial Complaint

      Date:05/25/2023

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      A moving company told me I could get 90% of my deposit back if I canceled within 72 hours, but when I canceled within that timeframe, they said I couldn’t get a refund because of a stipulation that they had not told me about, which was canceling within 7 business days of the move. They refuse to give me my deposit back and have been unprofessional in seeking a resolution.

      Business Response

      Date: 05/25/2023

      The customer canceled outside of their cancellation window and then proceeded to lie to their bank  and let them know that they did not approve the charge. We have documentation that the customer put their own banking information and their charges were approved by the customer. We also have a full estimate that was signed by the customer that is attached. The customer did get a full refund back form the bank and we are handling accordingly on our end. 

       

       

      Customer Answer

      Date: 05/27/2023



      Complaint: ********



      I am rejecting this response because the consultant that I spoke with and who coordinated my move explicit told me I could cancel my move with a 90% refund within 72 hours. I asked the consultant the specific time that I must cancel before and he told me that if I canceled before that time, I’d receive 90% of my refund back. I canceled before the 72 hours, but was only offered a 17% refund. 

      Also, the attached document does not contain an electronic signature. This document could have been revised.



      Sincerely,



      ******* ******

      Business Response

      Date: 06/01/2023

      All the printed estimates that were provided has the customers electronic signature on the every top with dates that they signed. 

       

      As stated before, we will not be offering any type of refund to this customer because they contacted their bank and got their money back. 

       

      We are requesting this dispute to be closed because the customer got their full deposit back. 

    • Initial Complaint

      Date:05/22/2023

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I hired this company to relocate my family from *** ********** *** ** ********** ** ***** to ** ******* *** ******* ** ******  I specifically asked for ONLY our items to be loaded onto a truck (no other household) and I was given a quote of $7,805.91 and I gave an EXACT inventory of all items. I paid the 1/3 (non-refundable) deposit down to secure the move and was never told that this company would sub-contract our load out to a completely different moving company. ** ****** came to load our items in Oregon on May 7, 2023 (we were quite confused why a different company showed up to load us) and we charged an additional $2,400.00, even though we added no additional items. Unfortunately, since we had to be out of the home that day, we paid the additional $2,400.00 and were told that ONLY their driver would be delivering our items to our home in Kentucky. We were told not to disassemble any furniture items or wrap them, the movers were responsible for all furniture items. Our household items finally arrived in Kentucky and a completely different moving company showed up (****** ****** *******), once again we were lied to. Every single furniture items was damaged, they even managed to damage an antique cast iron bed, which is pretty difficult to do. 3 dressers, 1 executive desk, office chair, 3 bookcases/hutches, cast iron bed, night stand, and several other household items had to be thrown away. I will send a few photos for reference. The only items that were not damaged were the items that we packed and hauled in our own vehicles. I am also attaching a copy of the original contract from USA Moving Solutions, along with another (up-charged) contract from ** *******  Clearly there was no effort, whatsoever, to handle any of these items with any type of care, especially when every box labeled; "FRAGILE" was treated in this manner.

      Business Response

      Date: 05/23/2023

      The customer booked us as a moving broker on 02/22/2023 to move 1245 cubic feet from OR to KY. At no time do we keep that we are a broker from the customer. It states it many times in the estimate that he cusotmer signed. It also states it in the initial disclosure where the customer signs, that we are a broker. I have attached a screenshot of this. 

      The customer was never told that only their belongings would go in a truck. We are able to offer our customers tariff discounts because these moves are on a consolidated loads for delivery and sometimes pick ups. We are only the broker in this transaction and we do not own our own truck of physically handle the customers belongings. We use a network of trusted and vented carriers that we can depend on to get the customers jobs done. If there is ever an issue, USA Moving Solutions is here to assist the customer. 

      When the carrier got on location they did a walkthrough and determined that the cusotmer did not give us the full inventory resulting in the customer having an additional 482 cubic feet. they were also charged $100.00 for a long carry fee, $100.00 for packing fee and $100.00 for stairs fee. The customer was estimated to load 153 pieces and ended up loading 187 pieces. The customer was given the option to stick with their original estimate and nothing would change however, they refused. I have attached the customers BOL and Inventory sheet for reference.

      The customer was delivered and let us know that they had damages on 05/18/2023. We did send the customer claims information and instructed them on how to file a claim for their damages so they can get compensation from the carrier. We do apologize for the customers damages however, we have no control if damages do occur and the carrier would be 100% responsible to fulfill the claim. We will gladly assist the customer if needed with going after the carrier or following up on their claims. 

      As of right now we can not offer any type of refund. We strongly urge the customer to file a claim so they can get compensation from the carrier. If the customer needs any assistance filing or going after the carrier, please feel free to reach out to us and we would be happy to assist you. 

       

       

    • Initial Complaint

      Date:05/02/2023

      Type:Product Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I electronically signed a refund agreement on January 23, 2023 and 30 business days have past with no refund. I've emailed multiple times with no reply. I've called several times and get hung up on without getting to speak to anyone.

      Business Response

      Date: 05/02/2023

      We have been in contact with the customer and did let him know our apologies, our CFO has been out having her first child. We did let the customer know that we would be sending a check and confirmed the address to send the check. 

      Customer Answer

      Date: 05/07/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.




      Sincerely,



      *** ******

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