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:05/15/2023

  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.

  Date: 4/29/2023
  Deposit paid up front: $1692.45
  
  We booked our move with ****** ****** of US Interstate and Rail. While booking we were very clear on the size of our move as the items were coming out of a storage unit. A week before we received a call from ****** D in the quality control department stating he noticed our inventory appeared off and we were underquoted for the cost of the move. ****** increased the size and required an additional deposit up front. When the movers arrived a day later than scheduled they stated our cubic feet was much more than we were quoted and wanted an additional $5k to complete the move. ****** D repeatedly told us that the cubic feet on the contract didn't matter, only the itemized inventory list is what the charges were based on even after I questioned it several times on the phone. The company's own documents show they require at 30% deposit up front yet we were charged 50% up front. This is clearly a bait and switch tactic as even though we were very clear about the inventory and size of our move the movers tried to charge us much more than the original agreed to amount at time of pick up. We refused to proceed and did not allow the movers to take our belongings in order to avoid further theft by the moving company. We have been in contact with US Insterstate and have attempted to file a dispute with them, they state they do not have a dispute process. They state there are no refunds per Interstate Moving Policy. We have asked for a partial refund of our deposit which has been denied.

  Business Response

  Date: 05/26/2023

  Tell us why here...When this customer booked her move she gave an itemized list of the items that needed to be moved, and based on this list the customer's shipment was estimated to be 361 cubic feet. This BINDING estimate is based upon the specific items to be moved and services ordered as listed on the estimate. Your estimated price will not change unless you order additional services,' add additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate. This document is an estimate only and not a contract; it is only binding for the specific services and items listed here within; any deviation of the services listed and ordered will result in a new estimate being issued. In such cases, a revised written visual estimate must be executed prior to any services being performed. 
  The customer canceled their move with our company 
  I have attached with this letter a copy of the customers signed estimate, showing that they agreed to our cancellation policy which I have also attached below. 
  CANCELLATION OF SERVICES: AS THE CUSTOMER, I AGREE TO PAY THE TOT AL CHARGES FOR MOVING COORDINATOR SERVICES TO BE PROVIDED BY US INTERSTATE AND RAIL. I UNDERSTAND THAT MY DEPOSIT/FEE REPRESENTS ONLY A PORTION OF MY TOTAL ESTIMATED SERVICE CHARGES. DUE TO SCHEDULING AND ROUTING REASONS MY DEPOSIT/FEE IS NOT REFUNDABLE UNLESS I NOTIFY US INTERSTATE AND RAIL IN WRITING WITHIN 72 HOURS AFTER BOOKING (NOTE: EXCEPTIONS FOR CREDIT CARD TRANSACTIONS ARE UP TO 7 DAYS AFTER BOOKING) SENT TO INFO@USINTERST ATEANDRAIL.COM OF MY INTENT TO CANCEL THE ESTIMATE. A 20% CANCELLATION FEE OF THE DEPOSIT WILL BE CHARGED ON ALL REFUNDS. IF THE FIRST SCHEDULED PICKUP DATE IS WITHIN 7 BUSINESS DAYS, THEN MY DEPOSIT IS NON­REFUNDABLE, NO EXCEPTIONS. I UNDERSTAND THAT IF I CANCEL MY MOVE AFTER 72 HOURS, I AM ONLY ENTITLED TO RECEIVE A CREDIT OF MY DEPOSIT 

  Customer Answer

  Date: 06/02/2023

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

  We were very clear in the size and quantity of our move, both when we booked it and at the 7 day prior check in.  Both times we were assured that the charges were correct for the size of the move and were told "Not to worry about what the cubic feet says" on the paperwork.  We questioned it multiple times.  It was when the mover came to pick up our stuff that they said we had far more than the quote was for and then tried to raise the price.  This is why we refused the move.  This moving company lures their customers in with low quotes and shady sales staff only to jack the price on the day of the move when the customers hands are tied.  

  
  
  
  Sincerely,
  
  
  
  *** *****

  Business Response

  Date: 06/13/2023

  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: 06/13/2023

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

  This is pointless.  This company has so many complaints against it, all citing the same issues we had and nothing gets done about it.  They refuse to refund any portion of our deposit and will not do anything to make the situation better.  The truck they sent was a 3rd party mover who already had other stuff on the truck.  US Interstate was not out any money at all.  Any reputable company would try to work with the consumer and offer some sort of partial refund.  Again, this process of filing a complaint here, with the company directly or anywhere else is completely pointless.   BUYER BEWARE

  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:05/11/2023

  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 had reached out to several moving companies and US Interstate and Rail ended up being my choice after we talked in depth and I was given a quote of $2300 that included the Truck, the Movers, Labor, Tolls and Insurance. "Everything was included" in my quote. My quote then went from $2300 to $4196, which I was OK with since we now had an accurate count of everything. When the drivers showed up, I was told I now owed them $4613.17 AND ALSO another $3375 at drop off in FL. (this was new) They only stacked my belongings waist high in the back of the moving truck then told me I took up more space of the truck than expected. (mind you, ALL my stuff fits in an 8x8 storage locker). The movers also told me they wouldn't touch anything until I tipped them and they set their price at $100 per helper and there was 5 of them (so another $500 I wasn't really expecting) They were very forceful about it and said they "only work for tips and get NOTHING from what I paid the company for the move". The driver that delivered my belongings in Florida also got in my face and was literally yelling at me and refused to unload anything until he received his tip UP FRONT, this time demanding "at least $300-$400" which I did not have, I had $200 cash for the tip and that was all I had. He then finally/begrudgingly accepted my $200. Because of this outrageous increase in cost from what I was expecting to pay, I was forced to change ALL my plans upon arriving in Florida. I have been having to put things on a credit card now and was forced to give up my emotional support cat because I couldn't rent an apartment now that the movers took an additional $6,304 that I was planning to use for a place of my own. I am now sleeping on an air mattress on the floor of a family members dining room, my stuff is in storage and my cat of 11 years was "re-homed" because I cannot afford my own apartment now. This company needs to be stopped from ruining other people's lives. Total CON-ARTISTS.

  Business Response

  Date: 05/31/2023

  When this customer booked her move she gave an itemized list of the items that needed to be moved, and based on this list the customer's shipment was estimated to be 447 cubic feet.  This BINDING estimate is based upon the specific items to be moved and services ordered as listed on the estimate. Your estimated price will not change unless you order additional services, add additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate. This document is an estimate only and not a contract; it is only binding for the specific services and items listed here within; any deviation of the services listed and ordered will result in a new estimate being issued. In such cases, a revised written visual estimate must be executed prior to any services being performed. When our movers arrived at the customers home, the customer had 1 lg additional unit such as a garage, room, or storage unit est. that added an additional 800 cubic feet which added an additional $5,885.04 in cost. On April 23rd 2023 our movers arrived at the customers home in ********* **. The customer told us that they needed their shipment to go into storage. The customer called in on 5/3/2023 to give us an updated delivery address and delivery date, this gave the customer a first available deliver date (FADD) of 5/10/2023, this made the customers delivery window 5/10/2023 through 6/21/2023  On page 8 of the customers contract it states there is no guarantee that the shipment will be delivered within the customers delivery window, and if their household goods happen to be delivered outside of the delivery window they eligible for a delay claim and will be compensated appropriately. The customer initialed stating that they understood the delay claim process. 
  On the day of pick up this customer made a payment in the amount of 
  $4,631.17, leaving a balanced due at delivery in the amount of $3,375.00 which is to be paid via cash or US Postal Money Order only this is shown on page 8.On page 8 it states that if there happens to be any missing and or damaged items that there was a claim process that need to be completed so that they can be compensated appropriately according to the valuation that they choose which is indicated on page 5 of the customers contract. As of today 5/31/2023 they have not yet completed the claim process. 
  On the day of pick up (4/23/2023) the customer signed and initialed their contract in 23 different spots of the contract stating that they understood it. 

• Initial Complaint

  Date:05/10/2023

  Type:Service or Repair 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 had used a service to find a moving company to ship items in a storage unit from Colorado to Oregon for my Mother. Immediately, I was contacted by ****** *******, who assured me she would be my sole assigned customer representative throughout the process. On several occasions, I had asked if we could adjust the total amount due if the size of the shipment was reduced. She assured me that on the day of pickup, if there were fewer items than we had agreed, it could ultimately be reduced, thus lowering the overall cost of the move. On the day of pickup, the movers laughed at me and informed me we should have never been told that and that whoever the representative told us, was not telling the truth. I attempted to contact ****** ******* numerous times, through text and phone, and none of those were ever responded to or returned.
  
  Since, I have attempted to contact them and explain the situation, and have been hung up on several times, and was told that a representative told me incorrect information and that I needed to read the paperwork I had been sent because that is what I agreed to legally. Any time I mentioned that ****** had told me something different, I was cut off and told I signed my paperwork and they can't do anything about it. While I understand the paperwork I signed is what I am bound to, the dishonesty from their employees during the process was extremely discouraging and confirmed to me by several employees that the information I was provided was factually incorrect. I would not have used this service had I known that the total amount could not be adjusted to correctly reflect the size of the load.

  Business Response

  Date: 05/26/2023

  When this customer booked her move she gave an itemized list of the items that needed to be moved, and based on this list the customer's shipment was estimated to be 776 cubic feet. This BINDING estimate is based upon the specific items to be moved and services ordered as listed on the estimate. Your estimated price will not change unless you order additional services, add additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate. This document is an estimate only and not a contract; it is only binding for the specific services and items listed here within; any deviation of the services listed and ordered will result in a new estimate being issued. In such cases, a revised written visual estimate must be executed prior to any services being performed. In this customers case she had less items but the items she had too_k up more cubic feet then estimated keeping her move price to stay the same as her estimate. 
  The customer signed and initialed in 21 places stating that they understood the contract. 

  Customer Answer

  Date: 05/26/2023

  
  
  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.
  
  

  The customer service and absence of proper communication of these terms, and then avoidance when attempting to get clarification is unacceptable. The services estimated and explained did not align with what is written in the contract. While I find this answer acceptable, the conduct of some of your employees is unprofessional and misleading. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:05/05/2023

  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.

  On April 24, 2023 I had household goods picked up from Waukegan, IL. The pick up was good, small trash left behind. I was charged for extra space and TV pads, which I was fine with. My goods were scheduled to be delivered on April 29, 2023. I had a work trip so a firmed went over to my home in ******, TX for the drop out. After the drop off she sent me a video commenting and showing how unprofessional the delivery was. They left trash and papers all over my home. Things just sitting up against the walls. I confirmed with my partner who was at the pick up location that everything except the bed was assembled at pick up. As I watched the video I noticed that pieces of the TV stand was not put together and other pieces not assembled that should have already been assembled. I reached out to the business the next day due to them being closed after I saw the video. I was told by *****, who states she is the operation managers that it was nothing they could do about it. Basically, sorry not our problem. I was told on Sunday April 30th that someone would call me Monday. No one called. I followed up. The young lady said they are reviewing and will call you today. No one called. I patiently waited until Friday, May 5th and called back. This is when I spoke with *****. Basically, saying my problem no there’s. I spent $2220 on this move. And the response is nothing. That’s beyond unprofessional. I’m not asking for a full refund. I’m asking for understanding, they could’ve at least offered a $50 discount something to show they are apologetic. The video of the move was sent to *****. I am unable to upload it here but I have the proof.

  Business Response

  Date: 05/07/2023

  
  
  
  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 March 7, 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 $798.25 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. The customer filed a complaint on the moving crew. She did send in pictures and was provided a discount.
  
  
  
  
  Thank you for your time and attention to this matter.
  
  

• Initial Complaint

  Date:04/28/2023

  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 was quoted $4500 for a move with storage, and paid $1800 in deposit. When the movers arrived on April 27, 2023, I was told I would need to pay $8000 for my move. They did not have any of the supplies I requested, and there were already items from another household move in the truck, falling over with no partitioning. The broker didn't return my phone calls and I had to go through customer service. They clearly expected me to pay the overage just to get it over with, because customer service would not make any adjustments. The broker is US DOT#*******, but the contracted movers did not leave any paperwork with me. I canceled the move onsite, and am being told they will not refund my deposit, despite the gross difference between stated estimate and quality of service and what I actually received.

  Business Response

  Date: 04/30/2023

  
  
  
  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 March 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 $1,422.57 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: 05/01/2023

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

  The estimated cost from the movers was more than twice (nearly three times) what the broker estimated.  This is clearly weight-bump fraud with a deliberately low weight estimate get my deposit, then I pay the overage the day of the move just to get it over with.  I told the broker previously I had needed a 22 ft. moving truck for my move, and the broker, *******, ignored this estimating my move for 450 ft3.  Once I paid a cash deposit, my broker no longer returned my calls, and I had to go through customer service.  I received another phone call for an updated estimate from a person listed as *******, but this was clearly not the same person. That should be an indication of how fraudulent their activities are, if their customer service people deliberately do not use unique identifiers.  

  On 26 April 2023, the day of my expected move, I received a phone call mid-day saying they would not arrive, but would be there at 7 AM the following day.  When I called customer service, they said I had a two day pick-up window, so there was nothing I could do.  On the 27th of April, I called the mover at 8 AM to see when they would arrive.  They said they would be there in two hours.  At 10:30 I called again, and they said they were 60 miles away but caught in traffic (I live in rural Oklahoma, and there is no traffic).  When they finally arrived at 1 PM, there was a partial move already in the moving truck with no partition.  Items were loose and falling past the ratchet strap, including a loose mattress with no bag and an open box of picture frames spilling over--definitely not professional or ensuring safety of the items.  I was promised and quoted for packing materials which were not present (wardrobe boxes and dish pack boxes), and the individuals present did not look like they could safely handle my materials.  After I had to cancel the move (with customer service refusing to do any adjustments), I was told I would receive no refund since it was a cancellation onsite.  

  I was promised the following services on the estimate:

  Professional Door to Door service.
  Expert advice and guidance throughout the course of your move.
  Disassembly of all standard furniture required for safe transportation.
  Reassembly for all items disassembled by the movers on the day of pick-up.
  Wrapping of all furniture with quilted moving blankets.
  Itemized inventory indicating condition at the origin.
  Loading & unloading of all goods.
  All transportation, taxes, tolls, mileage, and fuel surcharges.
  

  
  None of this happened, but I am still out $1800 and had to arrange my own move that same day.  This is clearly fraud and I am willing to pursue arbitration

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

  Business Response

  Date: 05/01/2023

  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: 05/01/2023

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

  Your initial assessment is that you did not perform any services despite me paying a cash deposit.  This is correct.  That is why it is fraud.  
  
  
  
  Sincerely,
  
  
  
  ********* *****

• Initial Complaint

  Date:04/28/2023

  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.

  I am currently utilizing this broker for my move from Joplin, MO to Milwaukee, WI and am encountering serious issues with the carrier that they scheduled my move with. The original quote that US Interstate and Rail provided me was $2,700.29 based on the inventory that I had provided them and an estimated volume of 326 cubic foot. On move in day, I had less boxes than I had originally told them in the inventory, but I had forgotten to include a small tv stand and clothes hamper. After loading all of my belongings, the movers are claiming that my items took up a volume of 900 cubic feet (almost three times the estimated volume), but I was never shown the final loaded truck to be able to verify this. In all of the estimating softwares that I have used, my items never should've taken any more than 500 cubic feet. I am now being charged $6,378.01 by the movers for the extra cubic footage and they will not deliver my belongings until I pay this amount. I have reached out to US Interstate and Rail for support in obtaining proof from the moving company of the actual cubic footage that my load required, who has stated that they will not continue their review if I have my load delivered to my new address; therefore, I am now put in limbo and unable to accept my load. Furthermore, US Interstate and Rail is stating that they cannot verify volume or work with me to get proof of this from the carrier. Nevertheless, US Interstate and Rail never should have put me in business with this moving company (American Home Relocation) as I have now looked them up on the BBB and see the many terrible reviews and complaints very similar to my own. Furthermore, if I am able to get actual proof of the volume that my belongings took and it does turn out to be 900 cubic feet, then US Interstate and Rail needs to reevaluate their estimating methods because I never would've chosen to accept help from US Interstate and Rail or this moving company had I been given a more accurate estimate.

  Business Response

  Date: 05/31/2023

  [BBB Transcription via Email]

  To Whom it may concern
  
  **** ******* Complaint ********
  
   
  
  When this customer booked her move she gave an itemized list of the items that needed to be moved, and based on this list the customer's shipment was estimated to be 326 cubic feet. This BINDING estimate is based upon the specific items to be moved and services ordered as listed on the estimate. Your estimated price will not change unless you order additional services, add additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate. This document is an estimate only and not a contract; it is only binding for the specific services and items listed here within; any deviation of the services listed and ordered will result in a new estimate being issued. In such cases, a revised written visual estimate must be executed prior to any services being performed. When this customer signed their contract the day of booking their move (4/1/23) that meant that they understood that this is was an estimate, and if their happen to be more items then was given the day of booking then there would be an increase.