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:02/21/2023

  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.

  Moved from ********* ** to ******* ** the second week of April 2022. Used USA Preferred Movers after having spoken to them on the phone. Their pricing was reasonable and they said, quote, they were "completely in-house" so I wouldn't have to deal with any other companies. They gave me a price, and I agreed and signed. Then, two days before the move date, they gave me a second quote. Said the first was "just an estimate" and even though I already signed the agreement, they still insisted that the price was now double. It was two days before my move - I couldn't say no. I signed more papers with the new price. Then, the scheduled day of my move, they didn't show up. No phone call, no email. I called an hour after they were supposed to be there and they said they had a two-day window to show up (never mentioned before this!). I had to cancel and rebook multiple hotel stays (I was intending to leave that night to drive to *******) and lost a lot of money in doing so. The next day, they showed up a little after noon. And then, even though I had signed multiple agreements about pricing, they made me sit and wait for the company to "approve" it. Turned out, these guys weren't part of *** Preferred - they were NOT "in-house" like they originally told me. It took FIVE HOURS for them to do this. By the time it was "processed" (and was now even MORE expensive even though nothing changed on my end, the furniture was all packed by me and ready to be moved onto the truck) it was already 5pm. I had to cancel multiple hotel stays - AGAIN - because I was leaving way later than I was expecting. It was almost 7pm by the time I got on the road. Then, it took another MONTH for my stuff to get here. It didn't leave the midwest for three weeks, just being stored in a warehouse. And when it arrived, I was forced to pay in-cash, lots of items were damaged beyond repair, and I never even got my own packing slip, I got someone else's. I called multiple times to fix this but no luck.

  Business Response

  Date: 10/03/2023

  We have received consumer complaint and have thoroughly reviewed account.

  We appreciate customers' feedback as we are always looking for ways to improve our services. 

  That said, we would like to address the following.

  Timeline of communication and events:

  The company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $1119.00 to secure position on our calendar for first availability pickup date of 04/11/22 - 04/12/22.
  

  Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized ***** ********************************************* ***** carriers. In fact, policy states  Please note that  USA Preferred Movers LLC. is a properly licensed interstate Broker. USA Preferred Movers LLC, is not a ***** carrier and will not transport an individual shippers household goods, but will coordinate and arrange for the transportation of household goods by another ***** authorized ***** carrier, whose charges will be determined by it's published tariff. 

  Our company also strives in saving customers money, unfortunately upon arrival the ***** carrier noticed that the volume that customer would occupy, exceeded the amount initially estimated.  This adjustment in volume caused the increase in price.  As provided by the customer, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer.  These adjustments were for including but not limited to the increase in volume. The customer is also in receipt of claims information for the specific carrier that performed their move.
  

  More importantly, the company has concluded we not only stayed in clear communication with the customer, however our end of the contract was in fact executed. With regard to the Better Business Bureau, the company does consider this matter closed unless additional information is requested or provided.

  However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences.
  

  Thank you for your time and attention to this matter.

• Initial Complaint

  Date:10/03/2022

  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.

  *** preffered movers brokers is a scam. They took a "security deposit" after I received a quote. Then they doubled my quote thr day before my scheduled move and kept hitting g us with additional fees. Then they disappeared and became unreachable as the move was taking place where another deposit was required. The new estimate provided specifically said to not sign it if the truck was loaded, but the driver said to sign it anyway. No one will answer calls, texts or emails. A blatant scam, and I wish I'd have known when something was too good to be true.

  Business Response

  Date: 10/03/2023

  We have received consumer complaint and have thoroughly reviewed account.

  We appreciate customers' feedback as we are always looking for ways to improve our services. 

  That said, we would like to address the following:

  Timeline of communication and events:
  
  The company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $1203.66 to secure position on our calendar for first availability pickup date of10/01/2022.

  Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized ***** ********************************************* ***** carriers. In fact, policy states  Please note that USA Preferred Movers LLC. is a properly licensed interstate Broker. USA Preferred Movers LLC. is not a ***** carrier and will not transport an individual shippers household goods, but will coordinate and arrange for the transportation of household goods by another ***** authorized ***** carrier, whose charges will be determined by it's published tariff. 

  Our company also strives in saving customers money, unfortunately upon arrival the ***** carrier noticed that the volume that customer would occupy, exceeded the amount initially estimated.  This adjustment in volume caused the increase in price.  As provided by the customer, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer.  These adjustments were for including but not limited to the increase in volume.

  More importantly, the company has concluded we not only stayed in clear communication with the customer, however our end of the contract was in fact executed. With regard to the Better Business Bureau, the company does consider this matter closed unless additional information is request or can be provided.
  

  However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences.

  Thank you for your time and attention to this matter.