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Business Profile

Moving Companies

Movers USA, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 1 complaint 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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    • Initial Complaint

      Date:10/11/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 August 31, 2023, I booked Movers USA as my cross-country moving company based on their website and verbal confirmation from Laura D**** that they were a cross-country moving company for an estimated price of approximately $3500 for a move from Maryland to Texas. I paid a deposit of $100 and my move was confirmed. On September 20, 2023, movers arrived to my home in Silver Spring, Maryland and packed my things, and I paid half of the estimated fees (around $1,700) with the agreed upon delivery date of up to 14 business days from pick up. I have contacted Movers USA multiple times to confirm a delivery date and they have failed to provide me a day of delivery. On today, the 15th business day, I contacted Movers USA and first was blown off by the phone person. I sent a very stern email to Laura D**** and received a returned call from the same man who confirmed that my things are still in Maryland and they do not know when my things will be delivered. He said Laura is out sick and he hopes to let me know something later this week, probably.

      Business Response

      Date: 10/24/2023

      In regards to Mr. *****'
      complaint from October 11th, 2023,

      When he made his booking on August 31st,
      2023, we informed him verbally that it would take longer than what was written
      on the agreement.

      Instead of the promised 10 business days, it would take 14
      business days. He agreed to this change.

      We then sent him an email to confirm
      the new timeframe, and he confirmed in writing that he understood and accepted
      the delay (Attached emails corresponding).

      Despite this, Mr. ***** contacted us
      multiple times to inquire about the status of his delivery.

      We assured him that
      we would deliver within the promised timeframe.

      However, he insisted on
      speaking only with our sales manager, Miss Laura D****.

      Unfortunately, she was out
      of the office from September 29th to October 16th due to a surgery she had.

      Despite my offers to assist him, Mr. ***** refused to accept help from me and
      accused me of lying to him.

      On October 11th, 2023, Mr. ***** threatened to sue
      us and write bad reviews on the web.

      In response, we checked with the driver and informed
      him that the delivery would take place between October 13th and 14th. We
      managed to deliver on October 13th, three days after the original promised
      date.

      The delay was due to a minor accident that our driver had while
      delivering to another customer, which is attached as a picture.

      Unfortunately,
      delays like this can occur during long distance moves, and we regret any
      inconvenience caused to Mr. *****.

      At our company, we pride ourselves on providing
      excellent customer service.

      We have been in business for over 26 years and have
      received more than 2300 reviews with a 4.9 out of 5 rating.

      In this particular
      case, we apologize for the delay and any inconvenience caused to Mr. *****. It
      was not due to any negligence or wrongdoing on our part. Rather, it was an
      unfortunate circumstance that was out of our control.

      We hope that Mr. *****
      can understand this and we remain committed to providing the best customer
      service possible.

      Best Regards,

      Sharon N******

    Movers USA, Inc. is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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