Complaints

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.

• Initial Complaint

  Date:08/14/2023

  Type:Customer Service 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.

  The quote I received was nowhere near the actual price I paid for my move. the price more than doubled!!! The original quote was 1012.50. At the end of the move before they would unload my items at the new house. I had to pay another $1,650.00 in addition to a $550 deposit previously paid. This was a one bedroom townhome with three movers. The movers damaged a wall in the home I was moving from and another wall in the home I was moving into. They also left a significant amount of my personal items that I ended up making two additional trips in my car which was an hour drive each way for a total of four hours.
  
  Filing a claim is virtually impossible and an extremely arduous process as claims cannot be filed over the phone or online. Claim forms must be completed by hand and mailed. This is the 21st Century! The Senior Moving Consultant, Greg M***** is now price haggling over $150 to repair only one of the walls that was damaged. Not only is he price haggling but attempting to to make a $115 payment as opposed to what it actually costs to repair and paint but also his offer is contingent on me removing the negative review I left on Google. This is unprofessional and unethical. I will not be forced to remove a legitimate review of my experience or shortchanged because of the company’s negligence.
  
  Any assistance you can provide in resolving the matter is greatly appreciated. If this company is not stopped from behaving unreasonably and unethically they will continue to rip off their customers and get away with this type of unprofessionalism.

  

  Business Response

  Date: 08/21/2023

  Thank you for forwarding this consumer’s complaint to our
  attention. We offer the following response:  
  
  Based upon information provided by Ms. *******, our relocation associated prepared an estimate for local
  moving services at an hourly rate. Ms.
  ******* reserved a moving team for 2.5 hours and one hour of travel time. The estimate described the services ordered
  and optional services including packing materials and labor.
  
  On the day of the move, Ms. ******* ordered additional labor time and packing services, and had
  a long carry at both the pickup and the delivery. The final charges identified on
  the bill of lading accurately reflect the services ordered and performed and are
  consistent with the rates described in the estimate.
  
  Move In
  USA has an established claim process in place to
  assist customers with transit related claims. Claims can be filed online through our claim administrator’s
  filing website. Despite the residential damage liability waiver, we have asked our
  claim administrator to forward a settlement packet to Ms. ******* to bring this to an amicable
  resolution.  

  Customer Answer

  Date: 09/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
   
  The actual cost of the move was more than double. In my professional opinion, the quote was not accurate and therefore I was misled. Next, the only thing the movers packed were two flat screen tvs. Everything else in my home was packed before the movers arrived on location. I hired someone to pack my things and can provide a receipt for boxes purchased from ******. 
  

  To offer me an amount less than what it costs to repair both walls is insane and unacceptable.  The mere fact that the company thinks an offer like this is acceptable is RIDICULOUS! The ridiculous gesture/offer says to me that the company cares more about money than they do about their customers and making a bad impression and experience right.  Reputation is EVERYTHING when it comes to business. Yours will suffer! 
  
  
  Sincerely,
  
  
  
  
  ******* *******