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:04/05/2024

  Type:Delivery 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.

  Furniture picked up from my late father's estate in ***** 11/8/23 to be delivered to his heirs in ********. As of 4/5/24 - nothing. Repeated calls to company say they are working on it and will contact us when they are 24 hours out from delivery. At one time they said items were in a warehouse in Tempe Az and being moved. In Feb and April the items are now in Houston and being moved. They will let us know. Please help!

  Business Response

  Date: 04/12/2024

  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:
  
  In October 2023, accepted the binding moving estimate from the broker for pickup on 11/8/2023-11/9/2023. 
  We strive to accommodate customers arriving within the requested window for delivery; however, we are experiencing major delays with deliveries.
  We will contact the customer with an update when available.
  
  
  Thank you for your time and attention to this matter.
  
  
  

   

  
  

  Customer Answer

  Date: 04/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Almost 6 months is not a "major delay" it is a significant breach of contract.  I have been told that my items were first in Tempe AZ and when that warehouse "closed" my items were them moved to Houston TX - further east from the initial pick up location of Lubbock TX.  I am willing to pay my final bill and pick up my things in Houston myself.  This would be a satisfactory solution - if you will either deliver my belongings or agree to this we can close this unpleasant and unprofessional exchange.  I look forward to closure.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 04/24/2024

  In response to the preceding appeal we would like to provide the following;
  We stand by the previous assertion. We will reach out to the customer to assist.
  Thank you for your time and attention to this matter.
  
  

  Customer Answer

  Date: 04/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Again - I need my furniture either delivered to me or allow me to pick it up.  Your lack of communication and attention this matter is unprofessional and unacceptable.  Your only response to my repeated inquiries is that you are working on it and will get back to me.  Your response is indicative of a company with no regard to the customer who entered into a contract with you in good faith.  Where are my items? When will your company put their delivery on your calendar as a matter of the utmost priority?  Is a timeline of 6 months and more acceptable to you?  If not - how and when will you rectify this situation? Professional and moral integrity demands your immediate resolution of this matter
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:03/07/2024

  Type:Delivery 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.

  Price increases by mover contracted (Moving Mania)
  Pickup problems
  Extra fees upon delivery because they used a larger truck than they agreed to use
  Slow shipment ~1 month from pickup to delivery (FL-MN)
  Damaged property due to water and failure to restrain in transit (Floor lamp, Chest, wine glasses, and clothes)
  
  I don't expect a total refund, but after filing a claim with Moving Mania, I was offered $60. That will not be enough to attempt to repair the broken lamp. I would be satisfied with a reasonable offer.

  Business Response

  Date: 03/29/2024

  
  
  
  We appreciate customers' feedback, as a company, we are always looking for ways to improve our services.
  
  In response to the online complaint we would like to address the following:
  1. On September 8, 2023, the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $853.80  to secure a position on our calendar. 
  2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA (Federal Motor Carrier Safety Administration) motor carriers. In fact, policy states "Please note that US Interstate and Rail is a properly licensed interstate Carrier. US Interstate and Rail is a motor carrier and will transport an individual shipper's household goods, but will also coordinate and arrange for the transportation of household goods by another FMCSA-authorized motor carrier, whose charges will be determined by it's published tariff if need be.
  3.  We ship deliveries with a semi truck, we do not drive cross country in a box truck. Therefore if the semi can not access the delivery location a shuttle fee is incurred due to truck rental and unloading to the shuttle and then again to the delivery location.
  4. The customer was provided the claims information to file for damages. We utilize movingclaims.net to access the damages and they determine the settlement based on the insurance coverage. 
  
  
  
  The Customer's desired resolution was for a refund has been denied. After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can be processed in any form. However, for any inconvenience our company is willing to provide a future long-distance move at a discounted rate.
  
  Thank you for your time and attention to this matter.
  
  

  Customer Answer

  Date: 03/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The comany that was hired to move my good delayed shipment by nearly a month and raided the original price twice.  Once on initial contact and then once on pickup.  The delays caused us money as we needed to buy replacement good and/or  live with the inconvience.  Nowhere on the original contract was there anything indicating that we would need to accept a 1 month delay on reciept of our propoerty.  The property was picked up in October and we did not recieve it in MN until about a moth later.  The multiple price increases seems like a scam that is often played if you look at their reviews.

  
  
  Sincerely,
  
  
  
  ***** **********

  Business Response

  Date: 04/05/2024

  In response to the preceding appeal we would like to provide the following;
  We stand by the previous assertion.
  Thank you for your time and attention to this matter.
  
  

• Initial Complaint

  Date:02/12/2024

  Type:Billing 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 July 2023, I connected with USIR regarding a move from ******** to *******. An associate of USIR, *****, reached out to me several times via phone, email, and text. After agreeing on terms to a move, during which he assured me that their movers were not hired contractors but employees of USIR, we set a date and I paid a direct deposit from my checking account. USIR had the incorrect phone number on file for me, so they did not arrive as scheduled on my initial moving date (8/1). After contacting customer service and being given a new moving date (8/3) and time, they arrived with less than two hours notice on 8/2. When the movers arrived, they took a video of my possessions, of which I had provided an itemized list at the time of agreeing to contract. I had fewer boxes than I was initially quoted for and one less furniture item. One of the movers then called USIR and left my apartment when he was unable to take the phone call off speaker mode. When I expressed concern about the seeming need for secrecy, the second mover said he would not recommend I proceed with the move. He disclosed that they were not employees of USIR, but contractors and that the reason they arrived early is because their previous moves were canceled after receiving adjustments to their initial quotes. When the first mover returned, he said they would wait in the truck while USIR called me with an update on terms. When I spoke to a representative of USIR, she quoted an additional (approx.) $4,000 cost because my possessions would “take more room on the truck.” When I told her this was well beyond the initial quote, that I had fewer items than I included on the itemized list, and that I would not pay that amount of money, she abruptly canceled the move and had the drivers leave. USIR did not follow up with additional documentation and when I attempted to contact customer service, they made the process for remediation impossible.

  Business Response

  Date: 02/22/2024

  
  
  
  We appreciate customers' feedback, as a company, we are always looking for ways to improve our services.
  
  In response to the online complaint we would like to address the following:
  1. On July 19, 2023, the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,267.10 to secure a position on our calendar. 
  2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA (Federal Motor Carrier Safety Administration) motor carriers. In fact, policy states "Please note that US Interstate and Rail is a properly licensed interstate Carrier. US Interstate and Rail is a motor carrier and will transport an individual shipper's household goods, but will also coordinate and arrange for the transportation of household goods by another FMCSA-authorized motor carrier, whose charges will be determined by it's published tariff if need be.
  3.  Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the volume, that customer would occupy, exceeded the amount initially estimated. This adjustment in volume caused the increase in price. These adjustments were for including but not limited to the increase in weight as well as Optional Accessorial Services and Additional fees for the “Packing supplies such as boxes, bubble wrap, etc”.
  4. The customer refused service due to the increase in volume as well as packing services needed to execute the move. 
  
  
  
  The Customer's desired resolution was for a full refund. After careful review of the account and our cancellation policy, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can be processed in any form. However, for any inconvenience our company is willing to provide a future long-distance move at a discounted rate.
  
  Thank you for your time and attention to this matter.
  
  

  Customer Answer

  Date: 02/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I believe your business practices are dishonest and predatory. The volume of goods I had at the time of moving were less than the volume of goods I estimated with my initial quote. There were fewer boxes, fewer pieces of furniture, and the way of calculating volume that the movers explained to me were markedly different than what I was told at the time of signing the contract. The gentleman who "sold" me this service was dishonest, as evidenced by my conversation and interaction with the movers and the telephone agent/moving coordinator.

  Every step of this process has been a nightmare, and resulted in my having to make expensive, additional last minute plans. The most telling thing about this interaction was the movers recommendation that I 1) not use your service; 2) not trust your company; 3) ask why I thought the truck arrived empty when it was meant to pick up two other households on their way to mine. 

  
  I believe this business operates on a model of underquoting customers to get a deposit and contract, and then hitting them with a significantly more expensive quote that they either cannot afford or are so desperate that they must take. If you are unwilling to issue a full refund, I believe you should at least refund the amount I then had to spend (approx. $700 on a U-Haul and fuel) to make my subsequent move happen. 

  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 02/27/2024

  In response to the preceding appeal we would like to provide the following;
  We stand by the previous assertion.
  Thank you for your time and attention to this matter.
  
  

• Initial Complaint

  Date:01/31/2024

  Type:Delivery 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.

  On 9/26/23 we (my mother and I) paid 845$ to North American Moving LLC (***** ********** **, ********** ** ***** (************) as a downpayment for my future move. On 10/17, I was called to go over the list of items that were to be moved in a few days. This is where I was told that my bed (head board, foot board, base, and boxspring) was now going to cost an additional 300$. I inquired why this was not told to me originally because it did not make sense that they would not have explained this prior. I was told if I didn’t want to pay it they could just “throw all my sh*t out and you don’t have to pay it”. At this point we had already paid almost 1,000$ to the company and did not want to lose the downpayment, so we paid the additional 300$. On 10/19 a completely different company called US Interstate and Rail (**** * ******* **** ** ***** **, ******* **** ***** (************) showed up at my door. The day of the move, I actually had less belongings than what was originally agreed upon, yet somehow when the mover (note mover*. There was one man when I was told there would be multiple movers coming) came, he told me I needed to pay over an additional $1000 more. Because of this, I was forced to throw away a large percentage of my belongings that were noted in the original contract as being accounted for, that were suddenly not acceptable. Most of the furniture that I had to get rid of was bought on a credit, and I am still paying for it and now all of these things are in the trash including my kitchen table and chairs, a night stand, book shelves, a cat tree, futon, etc. We paid the amount of 1,115.11$ on the day of the move. I was told verbally by the mover and an associate that I would be receiving my belongings within the week. The contract stated that I would receive my belongings by December 11th, 2023 at the latest. It is now January 30th, 2024. I do not have my belongings. I see that I was scammed, I see the hundreds of other reports about this company. I have called and emailed to get answers about my belongings and I am met with rude responses and no clear answer. I was also told that on the day that they arrive, that I need to pay them an additional 1,125$ in cash. I don’t know if I am wrong in thinking this, but I believe this is illegal. It is my understanding that all income must be reported to the federal government. Because I do not have my belongings I have been essentially homeless for almost 2 months. I was supposed to be moving into a shared rental, but I have been unable to do so as I have no furniture and no where to lay my head at night. I had medication, personal belongings, and important documents in my belongings that I have been unable to access. On top of this the company has responded to me in such a rude and callous way that it is inexpressible to even put in words. I have had to receive therapy because of this and continue to feel unstable because of the lack of access to every single one of my belongings and being houseless which has greatly affected my health. I am requesting that I receive my belongings from them and I do not feel that I should have to pay the additional 1,125$ that was agreed upon arrival, because they did not keep up their end of the contract. I followed up with a phone call today 1/30/24 and I was told that they could not tell me when my things will be delivered. This is why I am taking action moving forward.

  Business Response

  Date: 02/05/2024

  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:
  
  On October 17, 2023, accepted the binding moving estimate from the broker for pickup on 10/19/2023-10/20/2023. 
  We strive to accommodate customers arriving within the requested window for delivery; however, the bill of lading does provide a 30 day delivery spread starting from the first available delivery date. In this matter the first available date that the customer was available was 10/25/2023. The delivery spread is 10/25/2023-12/12/2023. 
  To address the allegations we would like to provide the following:
  - We are experiencing delivery delays in that region. The customer can file a claim for the delay after the delivery. They will be compensated.
  To conclude, the company has 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
  
  
  Thank you for your time and attention to this matter.
  
  

  Customer Answer

  Date: 02/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Their response is false . They have not stayed in clear communication whatsoever. They have not contacted me once. They will not even tell me what state my belongings are even located in. A reputable company would reach out and tell us any information. No one has called us, never.
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 02/19/2024

  In response to the preceding appeal we would like to provide the following;
  We stand by the previous assertion. We will reach out to the customer to assist.
  Thank you for your time and attention to this matter.
  
  

  Customer Answer

  Date: 02/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  we have not ever heard from the business and do not have my belongings nor have a date they will be delivered.
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:01/24/2024

  Type:Delivery 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 signed a contract with USIR to move from ***** to **********. The employee on the phone said that the contract also states that if they ever damage or lose my items, they'll pay me over 1 million dollars since they had "insurance". I paid $3561.50 on 10/13/2023 when I signed the contract over the phone. Then I paid $740 on 10/20/2023 before the pick-up, which was scheduled for 10/24/2023. When they were loading my items on the pick-up day, they made me pay an additional $3610.43 for my things being more than the estimate. My boxes totaled 127 boxes and I had many pieces of furniture. When they finished loading, the truck, probably around 26 ft, was full. They told me that the delivery spread would be from 10/26/2023 to 12/12/2023, but stated that my things would be delivered in a few days. I reached out to them a few times during the spread dates to get updates, but they repeatedly stated that they can't track my order since "moving household goods is not the same as the purchase of an online item". They also told me that I can pay my last payment of around $6000 on the day of delivery, in cash or check. After the delivery spread was over, I called them and they said my things would be loaded on 1/5/2024 and would be delivered within 10 business days after loading, and the driver would call me the day before delivery. After 10 business days, I called them on 1/22/2024 since I did not get any calls from the driver. They stated that they would "check the status" and said that my items were still in *****. This did not match with what they said in the email since they previously claimed that they "cannot track" the shipment. In addition, they said that I can only file a complaint for exceeding the promised delivery dates after my items get delivered. The Job # is *********, and I'd like to request USIR for all my items (boxes, furniture, pianos, etc) to be delivered as soon as possible without any damages, missing items, or parts of furniture (screws, etc).

  Business Response

  Date: 01/25/2024

  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:
  
  On October 10, 2023, 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 $3,561.50 (via electronic funds transfer) to secure position on our calendar for first availability pickup date of 10/23/23 - 10/24/23.
  On 10/24/2023 the customer was picked up, The bill of lading stating a 30 day delivery spread starting with the first available date for delivery as 10/26/2023. This was signed and agreed to at the pickup location.
  
  
  To address the allegations we would like to provide the following:
  - The customer is insured and can file a claim upon delivery for the delay.
  - The insurance valuation is outlined on both the binding moving estimate and the bill of lading. Both documents were signed by the customer.  
  -There is a delay in the delivery and the customer will receive a call when the items are in transit.  
  
  
  To conclude, the company has 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 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.
  
  

  Customer Answer

  Date: 01/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I would like to receive a new delivery window that can be guaranteed. Shipping my items from ***** to ********** should not take longer than 4 days, and it has already been 3 months since the pick-up of my items. There is no reason for the delivery to continue getting "delayed" and for my items to continue to stay in Houston, TX. If there are unexpected circumstances that may have affected my delivery, I would like to receive evidence and have USIR show me that all of my items are in their original conditions because I'm starting to lose my trust in USIR with my items. I would also like to receive the phone number of the dispatch as that is one of the most appropriate solutions USIR can provide me with in order to at least prove that my items are not lost. All the responses I have gotten back from USIR have not solved the problems I directly stated. The responses cannot be considered as communicating if they do not attempt to provide me with solutions or if they do not even attempt to answer the questions I have asked at all. 

  
  Sincerely,
  
  
  
  **** ***

• Initial Complaint

  Date:01/23/2024

  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.

  We paid a $2500 deposit for 687 cubic feet of space on a truck. When the movers arrive, the stated our items wouldn’t fit and it would cost more. We told the movers we only wanted the space we paid for and to take items until that space is full. Driver left and did not take items or return deposit.

  Business Response

  Date: 01/25/2024

  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:
  
  On April 20, 2023, 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 $2,042.59 (via electronic funds transfer) to secure position on our calendar for first availability pickup date of 5/25/23 - 5/26/23.
  Our company strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the volume, that customer would occupy, exceeded the amount initially estimated. This adjustment in volume caused the increase in price. These adjustments were for including but not limited to the increase in weight as well as Optional Accessorial Services and Additional fees for the "Packing supplies such as boxes, bubble wrap, etc."
  
  
  To address the allegations we would like to provide the following:
  - The customer refused service at the time of pickup.
  - The cancellation policy is clearly stated IF PICKUP IS REFUSED BY THE CUSTOMER FOR ANY REASON, THE DEPOSIT IS FORFEITED.    
  
  
  To conclude, the company has 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 can be provided.
  
  

  Customer Answer

  Date: 01/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  We did not refuse service. The movers refused to take our items because we wouldn’t pay for more space. We did not ask the movers to take items that would take additional space. Company did not comply with the contract. 
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:01/12/2024

  Type:Delivery 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 contacted USIR for a moving quote. The representative provided a reasonable quote and spent quite some time and effort to assure me that it was accurate and that this company only deals in a fair and honest manner, using their own movers and not contracted out. The day the movers showed up (a separate contracted company, which was different from what I was told over the phone), they were late, arriving at 6pm (originally schedule to arrive that morning). They spent quite some time preparing another estimate, talked on the phone to USIR, and came back with a new estimate that was nearly double the original estimate. They could not provide any reasonable answer for why it was so dramatically different. By that time, it was 7pm. I was practically forced into accepting the estimate by circumstances, as I could not afford to refuse their estimate and wait another two weeks for another moving company to come. I was duped into believing this was an ethical company. I had my entire schedule planned around the moving day. The movers worked well into the night, keeping us awake until midnight. Upon delivery, I discovered several items were damaged by the movers, and the delivery movers were yet another different group than the ones who picked up the load. I filed a detailed and documented claim and requested a modest amount to cover the damage using the contracted rate that the movers provided. The counteroffer was insultingly low and lacked any documentation. I appealed this amount, which resulted in only a slight increase but still well below the documented amount (yet again lacking any documentation to support it). When I contacted the company directly, I was rudely told that it was my choice not to purchase additional insurance (I was not asking for anything beyond the contracted amount). This is a company of crooks who should be put out of business.

  Business Response

  Date: 01/25/2024

  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:
  
  On August 1, 2023, 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 $2,110.60 (via credit card) to secure position on our calendar for first availability pickup date of 8/7/23 - 8/8/23.
  On August 12, 2023, we picked up the household goods for transport. First available date for delivery was provided as 8/12/2023.
  On August 21, 2023, the household goods were delivered. 
  To address the allegations we would like to provide the following:
  - We utilize movingclaims.net for all of our claims. They determine the claim amount based on their investigation into the claim. 
  Any rebuttals with the claim offer does have to be processed through moving claims.
  To conclude, the company has 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 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.
  
  

  Customer Answer

  Date: 01/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The timeline of events provided by the company is inaccurate. The pickup occurred on August 8, 2023, and the delivery occurred on August 13, 2023. However, these facts are irrelevant to my central complaint with this company. My central complaint remains that this company fraudulently estimates moving claims, providing bids that are in fact significant underestimates in order to secure a deposit and contract for the work. Then, when their contracted movers show up (in violation of their claim that they do not contract out the move to third parties, which is fraudulent marketing), the estimate is recalculated and comes in much higher. This forces the customer to either reject the higher estimate and completely reschedule his moving plans and thereby lose his deposit, or be forced to accept the higher estimate if his moving plans cannot change. The company knows that the vast majority of interstate customers cannot so easily change their plans, and thereby engages in fraudulent activity. The MANY complaints from customers within BBB and other sources attest to this fact.

  Original Estimate: $4221.19 (half of which was paid as a deposit in the amount of $2,110.60).

  Recalculated Estimate at pickup: $6979.99 (a more than 65% increase over the original estimate).

  My secondary complaint is that the company refuses to acknowledge the damage that they caused to several of my items during transit. I thoroughly documented this damage and submitted it to their third-party reviewer (who is hired directly by them, and thus cannot be considered a neutral party). My claim amount was based on the contracted compensation rate of $0.60 per pound of damaged items, which totaled $317.40.  Through their reviewer, they first offered a mere $62.00. They provided ZERO documentation or explanation for the reduction in the claim amount.  When I appealed, they only increased it to $112.00. Again, ZERO documentation or explanation was provided for the reduction in the claim, from either them or the third party reviewer. There was no further recourse through either party for holding them to the terms of the contract.  USIR blamed me for not purchasing additional insurance, which is completely irrelevant to the claim. This behavior further solidifies the fraudulent nature of this company.

  The proposed discount on a future long-distance move is a complete non-starter  Aside from not even providing a value for the proposed discount, I have no plans to move out of state any time soon.  I am sure the moving company knows most people do not make multiple interstates moves within a year, which is why they offer this "accommodation" (because affected customers are highly unlikely to actually use it). And, after my experience with them, why on earth would I even entertain the possibility of utilizing their "services" again?

  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 01/25/2024

  In response to the preceding appeal we would like to provide the following;
  We stand by the previous assertion. Moving claims does the investigation inhouse. We do not provide any information pertaining to the outcome of the claim. They deal directly with the customer. They are a third party neutral company that handles the claim.
  Thank you for your time and attention to this matter.
  
  

  Customer Answer

  Date: 01/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This is another false claim from USIR.  Here is the text from the original settlement proposal from Moving Claims:

  "Please be advised that upon a careful evaluation of your claim/complaint, the following decision has been rendered by your service provider (Your
  Moving Company)."
  "Upon close review of your submitted complaint, and in order to maintain our high level of customer satisfaction, your moving company is
  willing to compensate you a total of $62.00 in good faith for any inconvenience that may have occurred in the process of your move."

  This language indicates that USIR has direct involvement in the settlement of the claim. Neither party is neutral, of course. USIR is trying to minimize their own losses by underpaying claims, and neither party will provide any documentation to support their claim decision or settlement amount. Both settlement letters are attached in their entirety. They provide no documentation or explanation whatsoever for the reduction in the claim. This is yet further evidence of fraudulent behavior on the part of USIR.

  I also noticed that USIR has refused to acknowledge or respond to the first part of my complaint.

  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:01/08/2024

  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 paid an advance amount of USD 1344.7 to this moving company to help me with my moving. Within a few days, I cancelled the order, which entitles me to a full refund as per their terms.
  
  I made the advance payment on Jul 17, 2023.
  I cancelled the order on Jul 18, 2023, which was acknowledged by the vendor on July, `19, 2023.
  
  It has been close almost 6 months since cancelling my order and the vendor is yet to refund my money. I have called numerous times and they always say they will have someone call me and no one does.

  Business Response

  Date: 01/18/2024

  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.

  Your refund request has been sent for review and you will be contacted.

   

  Thank you for your time and attention to this matter.

  
  

  Customer Answer

  Date: 01/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The company has been saying that they will contact me regarding my refund for a long time. I have not yet heard any specifics on the amount they plan to refund and by when. This open ended response that "we will contact you" is unacceptable. I hope you can understand the frustration of someone who has been waiting for close to 6 months for a refund. 
  
  
  
  Sincerely,
  
  
  
  ******** *********

  Business Response

  Date: 01/25/2024

  In response to the preceding appeal we would like to provide the following;
  We stand by the previous assertion.
  Thank you for your time and attention to this matter.
  
  

  Customer Answer

  Date: 01/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the vendor has not contacted me with any details on how much and by when they will refund my payment. Given that it is now more than 6 months since my refund request, the lack of specificity from the vendor is unacceptable. 
  
  
  
  Sincerely,
  
  
  
  ******** *********

• Initial Complaint

  Date:01/02/2024

  Type:Billing 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 booked a move with this company for August 2023. I went through budget van lines to solicit estimates, and **** called me. Their sale associate **** told me they were a carrier, not a broker. This was false as I would later find out up they had hired movers to deliver my goods cross country. The initial estimate $4215.15.A week before the move, the company called to go over the estimate, and the price increased by another $758 when going over the items already packed. The new estimate was for 534 cubic feet.On August 03 the company tried to reschedule our move for a day earlier and we declined. The company called and tried to show up on this new proposed date regardless and we told that we could not accommodate. When the movers showed up, they told us that our estimate had been grossly underestimated and that we needed to pay them an extra $8000 to accommodate the now 930 cf of belongings we had. Panicking, I didnt realize at the time that they were trying to charge me for belongings the size of a cement mixer. After pleading with the driver, they settled for only $4000 more if we threw out all of our furniture. The movers assured us they would be driving our belongings themselves for the next 5 days. The driver never responded after this, and dispatch refused to let us know where our belongings were until the 16th. The company had contracted another company to drive our belongings. Upon delivery I measured how much space our belongings took up, which was 490 cf, well under the original estimate let alone the updated estimate. The movers helper never showed up, so after moving my belongings outside onto a loading dock at our apartment, he left without telling us he would. I moved the belongings in myself. I was never compensated for the failure to complete the move, nor the $4000 up charge for space that was not needed. During the move the

  Business Response

  Date: 01/03/2024

  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:
  
  On May 8, 2023, 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 $1,140.30 (via electronic funds transfer) to secure position on our calendar for first availability pickup date of 8/7/23 - 8/8/23.
  On August 7, 2023, we picked up the household goods for transport. First available date for delivery was provided as 8/16/2023.
  On August 21, 2023, the household goods were delivered. 
  To address the allegations we would like to provide the following:
  - We are a carrier but do utilize other FMCSA carriers that are contracted with us to do deliveries. 
  -The volume is estimated by cubic feet which includes the space above the items that can not be stacked upon. Any concerns on the volume must be addressed at the pickup location. The bill of lading was signed and agreed to before loading the truck.  
  -There will be an internal review of the delivery drivers performance and it will be addressed as to why the belongings were unloaded onto a moving dock.
  To conclude, the company has 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 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.
  
  

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21083264
  
  I am rejecting this response because:
  

  The salesperson (**********) explicitly stated they were a carrier, not a broker which was a blatant misrepresentation, otherwise I would not have booked with them. This is a regulatory violation according to the ****** I have photos and measurements attached in the complaint detailing how the company overcharged me for increased cubic yardage that was not necessary, and never utilized. The company further claims they completed the contract but the door-to-door service was never completed and there was no compensation for dropping my belongings outdoors on a loading dock and bailing. Nor was there compensation for the belongings they broke, nor for the belongings they lost. 

  Finally, and most maliciously: The company never replied to me when I emailed them about this. It is a blatant lie. 

  Sincerely,
  
  *****************************

  Business Response

  Date: 01/18/2024

  In response to the preceding appeal we would like to provide the following;
  We stand by the previous assertion. We are a carrier. Your bill of lading states US Interstate and Rail.
  Thank you for your time and attention to this matter.
  
  

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21083264
  
  I am rejecting this response because:

  They still have never reached out to me to resolve anything about this. And they elected to not respond to any of the assertions made in the response I made. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/29/2023

  Type:Delivery 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.

  On 27 July 2023 was contracted to move some of my furniture, clothing and school books. It was arranged the before mentioned property would be delivered on 9 August 2023. It was not and at the time could not be located. It was finally located in October and they called with less than 24 hour notice. I was not available because of college obligations and I was informed that I had “refused” delivery and they would not continue their obligation to pay the $30 a day reimbursement. I didn’t care as much about that as the additional charges would be added. None of the issues that have occurred would have happened had the delivery been made as agreed upon in the contract.

  Business Response

  Date: 01/03/2024

  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:
  
  On June 6, 2023, 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 $1,140.30 (via credit card) to secure position on our calendar for first availability pickup date of 6/30/23 - 7/1/23.
  On July 10, 2023, we picked up the household goods for transport. First available date for delivery was provided as 8/1/2023.
  The household goods are currently in our Ohio warehouse being scheduled for re-delivery. 
  We strive to accommodate customers arriving within the requested window for delivery however, due to unforeseen delays, no promises can be made.   
  To address the allegations we would like to provide the following:
  - We are scheduling the re-delivery.
  To conclude, the company has not only stayed in clear communication with the customer, we will call once they are loaded for delivery.
  
  
  Thank you for your time and attention to this matter.
  
  

  Customer Answer

  Date: 01/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have called multiple times regarding delivery with the answer of we have no information please call back in 5-7 days. I got to the point that I called my insurance company and they also tried to contact the company to no avail. I had taken such an extended time that my insurance company issued an amount of money so I could purchase winter items due to the fact it had been such a long time with no response that my goods had been lost. When they came to deliver my things, they had a new amount owed of $2,555. I did not have that amount, I had $1,055., in money orders from the Post Office. I had already wired the company $575. the day before. I want my things; they have put me in financial hardship with all the money I've already paid them. If we could find a middle ground and a payment plan that works for both parties, I'd agree to that.
  
  
  
  Sincerely,
  
  
  
  ******* ******