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:12/27/2023

  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.

  Still in SEARCH FOR WHERE OUR ITEMS ARE!
  
  We scheduled a pickup with this company for October 23rd, items were picked up and we were told we’d have our belongings delivered on the 10/28/23 (1st delivery date) or 11/1/23 (2nd delivery date)
  We’ve made a numerous amounts of phone calls to both customer service and supervisor ****, who all couldn’t provide any updates on our delivery date, loading date, etc.
  we constantly were told that “the driver will reach out to you 24 hours before delivery.
  
  We were told that our delivery spread was until December 13th 2023. It is now December 22nd 2023 and we just got off the phone with customer service, who has given us the same responses for the last two months. We have no updates but the fact that our belongings are still in a warehouse in New Jersey and we’re in Arizona with no clothes, furniture, home essentials, tv’s!
  We want an actual estimated delivery and an update on when our belongings will actually load on a truck.

  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 October 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 $1,415.65 (via electronic funds transfer) to secure position on our calendar for first availability pickup date of 10/22/23 - 10/23/23.
  On October 23, 2023, we picked up the household goods for transport. First available date for delivery was provided as 10/28/2023.
  The household goods are currently in our New York  warehouse being scheduled for 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 delivery.
  -The customer can file a claim for the delivery delay.
  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: 01/03/2024

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

   

  US INTERSTATE & RAIL has never stayed in communication with me. They’ve never called me to communicate a delivery delay or updated information on my delivery! I’ve made several calls to the customer service along with calls to the supervisor ****, who’ve all given me the same responses. “You will receive a phone call from the driver 24 hours before delivery”

  This response still doesn’t give me an estimate, time-frame of when our belongings will be delivered. We’ve waited patiently over two months for our items to be delivered, and we STILL DON’T KNOW WHEN WE WILL RECEIVE OUR ITEMS! OUR ITEMS ARE NOW STOLEN. USIR hasn’t had the decency to ever reach out to me apologizing for the delivery delay. They don’t care, and it’s unfair to have paid so much money already, and we have nothing to show for it. If our belongings are located in New York, we’d like to know the address of the warehouse our items are being held. I’ve been asked to send an email to the USIR email address, asking for an address, I haven’t received a response yet. 
  REJECTING THIS RESPONSE.  
  
  

  Business Response

  Date: 01/03/2024

  In response to the preceding appeal we would like to provide the following;
  We stand by the previous assertion. We will call the customer and provide the contact number for their warehouse.
  Thank you for your time and attention to this matter.
  
  

  Customer Answer

  Date: 01/03/2024

  I’m rejecting this response because I don’t have a delivery date or estimate still. 
  

  USIR has provided me the number to the warehouse my items are held at and when reaching out to that number, I was told my items were on the way by someone who no longer works for the company. USIR should have been able to let me know that my items were loaded on a truck and in route to be delivered to me. I have all communication with the “warehouse” via text exchange. 
  That person told me that USIR should give me the driver’s telephone number, but USIR was not able to provide that information to me. A USIR customer service rep, told me that USIR is in fact a moving company and not a broker, but shouldn’t a moving company have access to their drivers and whereabouts to their trucks location?? It seems that both USIR and the actual moving/warehouse company are not on the same page as I’ve received two different responses on where my belongings are. I’m not sure what to believe. 

  I’m hoping my items will be delivered within a few business days as we’re choosing to believe that our belongings “have left the warehouse” stated by the warehouse. See attachments. 

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

• Initial Complaint

  Date:12/18/2023

  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.

  I hired this company to move household goods from ***********, ** to a storage facility in **********, **. I fulfilled my part of the deal to date by paying them a deposit and also additional payments when the mover saw how much there was to move. There is still a $2034.00 payment to be made in cash upon delivery of the items.
  
  The Order No. is ******** and the things were picked up on 10/5/2023. The delivery spread was described on the Binding Estimate as being between 10/14 & 11/29/2023. To date, no one at the business will give me a delivery date, despite many phone calls to them. They have only said at times that delivery would be "in 3 to 5 days." Then the 3 -- 5 day window passes without communication from them or a delivery. At this point, I believe that they have no intention of delivering the items unless an outside entity makes them do so.

  Business Response

  Date: 12/18/2023

  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:
  
  On September 20, 2023,accepted the job from the broker **** **** ****** * *******.  We secured a  position on our calendar for first availability pickup date of 10/3/23 - 10/4/23.
  On October 4, 2023, we picked up the household goods for transport. First available date for delivery was provided as 10/14/2023.
  The household goods are currently in out *** ****** warehouse being scheduled for 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 delivery.
  -The customer can file a claim for the delivery delay.
  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: 12/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The business has not stayed in contact with me. I have consistently had to contact them. This is the first I am hearing that the goods are still in *** ******. I was previously told they did not know where they were. I am still waiting for paperwork showing the exact amount owed upon delivery even though I have asked for it. There are discrepancies and I want the paperwork so there is no question when the goods are delivered that we are paying them the correct amount.   There has been ample time to deliver the goods.  The company is past due to deliver by several weeks. They admit they have no date to do so. For that reason, I do not accept their answer.  The only acceptable answer is a delivery date and a delivery. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 12/22/2023

  In response to the preceding appeal we would like to provide the following;
  We stand by the previous assertion. A copy of the bill of lading was sent to the customer on 12/8/2023, showing the delivery balance. Once the customer is loaded and in transit we will notify them.
  Thank you for your time and attention to this matter.
  
  

  Customer Answer

  Date: 12/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The shipment was picked up on 10/4, almost 3 months ago and there has been no attempt by the mover to deliver it.  We are three weeks past the end of the delivery window, which was 11/29/2023 . No explanation has ever been provided for why the shipment has not been delivered nor why they continue to resist scheduling it. There is no satisfactory answer to this complaint other than delivery of the shipment. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:12/04/2023

  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.

  I RECENTLY MOVED FROM ***** ***** ********* TO ************** **.THE MOVING COMPANY US INTERSTATE RAIL LLC PICKED UP MY FURNITURE AND BELONGINGS ON OCTOBER 20, WITH AN ESTIMATED DELIVERY TIME NOV 7. AS OF DEC 5 I HAVE YET TO RECEIVE MY BELONGINGS AND FURNITURE. MY FREQUENT INQUIRES ABOUT THE WHERABOUTS AND DELIVERY DATE GO UNANSWERED. DONT KNOW WHAT TO DO.! I HOPE YOU CAN HELP . JOB #******** THANKS
  
  **** ********

  Business Response

  Date: 12/05/2023

  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:
  
  On October 16, 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 pickup; 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 11/2/2023. The delivery spread is 11/2/2023-12/18/2023. 
  To address the allegations we would like to provide the following:
  - The customer’s household goods are in transit for delivery.
  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: 12/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: my questions about where my stuff is  have never been answered my belongings have not been delivered and it has been 6 weeks since my move. 
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 12/08/2023

  In response to the preceding appeal we would like to provide the following;
  We stand by the previous assertion. 

  The driver will call 24 hours prior to delivery.
  Thank you for your time and attention to this matter.
  

  
  

• Initial Complaint

  Date:11/29/2023

  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.

  I did a long distance move at the end of August 2023.
  Empty promises all along. Their workers loaded the incorrect items for my personal trip and I was forced to buy a temporary wardrobe and supplies.
  This company uses a secondary company to process their claims.
  They provide no updates. They wash their hands even though they are the ones that destroyed, damaged, and lost my shipped items.
  11/27/2023 I was advised that they no longer have the third party complete their claims and told I must send US Interstate and Rail an email with my destroyed, missing, and damaged items.
  Then, today, 11/28/2023 I was told that they can’t process it because it’s against the law and they are still using movingclaims.net to process claims.
  Both companies are awful. Both are misleading. I paid almost 7,000 to have about half my items destroyed, damaged, or missing.
  I want to be done with this and receive compensation for my items.

  Business Response

  Date: 12/01/2023

  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:
  
  On August 18, 2023, accepted the binding moving estimate from the broker for pickup on 8/24/2023-8/24/2023. 
  We utilize movingclaims.net to process all of our claims. It is widely used throughout the industry. They process through our insurance. Once the claim is signed it is then sent back over to us to finalize. 
  To address the allegations we would like to provide the following:
  - The customer can submit the claim with moving claims and it will be processed.
  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.
  
  

• Initial Complaint

  Date:11/20/2023

  Type:Delivery 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.

  Moving company picked up the contents of my daughter's apartment on 9/16/23. Delivery was to be around 9/26. Each time I called delivery was said to be 10 days, then 21 days then 31 day window. (business days only) That window ended Nov 9 and when I call, no one can confirm when delivery will take place. I just want my daughter's goods. Job # ********. Pick up was in ****** *** **** **.

  Business Response

  Date: 11/20/2023

  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:
  
  On May 31, 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 $870.00 to secure position on our calendar for first availability pickup date of 09/16/23 - 09/17/23.
  

  We strive to accommodate customers arriving within the requested window for pickup however, due to unforeseen delays, no promises can be made.  In fact, the Binding Moving Estimate policy makes clear “All pickup,  load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates.”  
  

  To address the allegations we would like to provide the following:
  - We have called the customer and provided claims information.
  

  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: 11/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The company made no attempt to contact me.  I have been calling them constantly and emailing to get any information regarding where my things are.

  Secondly, they have not delivered my things as of 11/21.  Thirdly, when asked about claim information, I was told by them that I could not file any claims until my things were delivered.  I am still

  extremely concerned that I will never receive my goods.

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

  Business Response

  Date: 11/27/2023

  In response to the preceding appeal we would like to provide the following;
  The customer is currently in transit for delivery.
  Thank you for your time and attention to this matter.
  
  

  Customer Answer

  Date: 11/27/2023

  
  
  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. I have finally received my goods.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:11/07/2023

  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.

  I contracted with this company for a move from *****,** to ********* ** at the begining of August for pick up August 30th or 31st. I was quoted at $2500 for the whole move. They subcontracted to another company that attempted to pick up on August 21st. I had to fly back from ********* on September 6th when the subcontracted movers came to get our stuff. The price went up to $3600. I called for 3 months to get our things delivered that were supposed to be held in ********* and were held instead in ********. Was accosted by *** the supervisor for the other company was not helped in any way by US Interstate and Rail until I threatened to contact the police to file a report for Grand Theft, larceny, and Fraud.

  Business Response

  Date: 11/07/2023

  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:
  
  On August 7, 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 $1265.50 to secure position on our calendar for first availability pickup date of 08/30/23 - 08/31/23.
  

  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.

  Customers desired resolution was for a refund in the amount of $1265.50.  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, 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: 11/08/2023

   
  Complaint: 20838295
  
  I am rejecting this response because: it took 3 months to have any form of resolution for this issue and the company they contracted with has been holding my furniture for ****** for 3 months. The company was unwilling to assist with even the moving company the subcontracted with until I informed them I would be in touch with the police and file a theft of property report. I had no contract with the company they contracted until 11/7. I still do not have a delivery date for my over $5000 worth of furniture and am sleeping on an air mattress due to their lack of follow through.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/15/2023

  We have received consumer complaint and have thoroughly reviewed account.

  To address the allegations we would like to provide the following:
  
  - The client is in receipt of claims information in regards to the delay of Delivery.

  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 or is requested. 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:11/06/2023

  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.

  I contracted with company to pick up my Mothers belonging from her home in ****** ********* to be brought to my home in ********** **********. The pick up date was on 9/25/2023 the driver that picked up my mothers belongings called me ( ***********************) and asked what date would i like for her things to be delivered and i told him on the 27th of September 2023 . Ok her things were not delivered on that day so i gave Interstate Rail a call and spoke with ***** the supervisor and was told at that time that they had 7 to 21 business days to deliver items and I said it would have been nice if you led off with that info so ok I went with that but here it is now November 6 2023 and i still have not recieved my Mothers items and all I hear from them is they do not have an assigned driver yet. I have been asking where are my things located an I will pick them up myself they claim i have to email the company to sign a release form to get that info if i have to I will take them to court.

  Business Response

  Date: 11/07/2023

  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.

  We strive to accommodate customers arriving within the requested window for pickup however, due to unforeseen delays, no promises can be made.  In fact, the Binding Moving Estimate policy makes clear All pickup,  load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates.  

  To address the allegations we would like to provide the following:
  

  - The clients Delivery Spread, that was agreed to on the **** is 9/27/2023 to 11/9/2023.

  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 Office of Better Business Bureau the company does consider this matter closed unless additional information can be provided or is requested.
  

  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:11/06/2023

  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.

  Multiple broken boxes with delicate clothes, dishes, and glasses which resulted in dirty clothes and broken glasses. Broken table, broken dresser legs, scuffed edges, and broken treadmill. Looking for reimbursement for broken items and damages please. Also initial contract was signed for $2200. The price was jumped twice between initial signing and delivery of items. Price jumped to $7200 when movers arrived initially. Manager dropped it to $4800 then upon drop off was jumped to $5600. Manager, ***** promised a September 23rd delivery between 9am and 2pm and our items werent delivered until October 7th. Salesman ************************* who sold us the contract blocked the number on file, but would answer my significant others phone number assuming it was a different client. Please help. Thank you for your time.

  Business Response

  Date: 11/07/2023

  We have received the consumer complaint and have thoroughly reviewed our accounts. After further investigation we have come to the conclusion that client has not and did not do business with US Interstate and Rail LLC. We have no record of the consumer on file, nor any record of US Interstate and Rail performing services for the consumer. With the provided name, phone # and email address we should no file with this information. It would be greatly appreciated if this complaint could be closed or disputed for not doing business with US Interstate and Rail LLC. Please advise if there is any further actions needed to have this complaint removed. Thank you for you time and attention to this matter.
  
  

  Customer Answer

  Date: 11/11/2023

   
  Complaint: 20828747
  
  I am rejecting this response because: We did in fact do business with US Interstate and Rail. The name on file is ******** (*****) ******** and the phone number attached to the file was ************. I am her significant other that was involved in the move with her. The images in the previous complaint are the images of our move together. Thank you! Have a good weekend. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/15/2023

  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:
  
  On August 15, 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 $1015.07 to secure position on our calendar for first availability pickup date of 09/20/23 - 09/21/23.
  
  On September 14, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional cubic feet which required an additional payment of $275.00.
  

  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.
  
  To address the allegations we would like to provide the following:
  
  - The estimate was based on the items that the customer provided.
  

  - The Delivery Spread that was signed and agreed to was Delivery Spread: 9/23/2023 to 11/6/2023.

  - The customer has been provided claims information.
  

  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 or is requested.

  Thank you for your time and attention to this matter.

• Initial Complaint

  Date:11/06/2023

  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.

  Back in August, we received a call about US Interstate and Rail about services. We agreed to a set price a little 2 grand for the state of the move, as we didn't have a lot. We paid for half the truck in advance cause we were lead to believe that was set price. We even overestimated, and the guy on the phone said whatever wouldn't be used, would be deducted. Little did we know how much of a lie that was. It is now November 5th. Every single time the company called, it was to increase payments. I have told them before it didn't make sense because we were quoted at a specific price, yet they kept making changes and adjustments without our consent, forcing us and trapping us to go along with their scheming plan to increase size of their truck just so they could charge more money. I've read similar complaints filed. Seems we're not the only victims. Today the truck was supposed to be delivered. On the 4th we had confirmed with a representative the final amount to be paid today so they could deliver our stuff to the storage unit. They called and tried once again unchanging us for a service we DID NOT ASK FOR , changing trucks and trying to charge us an additional $800 more, on top of the original overcharges leading up to over $2,500 of our originally agreed upon quote. These people have done nothing but cause our family grief and try to squeeze more money out of us. Yet when I ask for a manager, I get laughed at and threatened that they're just going to drop our stuff off wherever the truck is. This is so insulting. This company has done nothing good for us, and now they have our stuff hostage. They have our bed that my wife uses for her sciatic that she needs and so much more of our stuff. We're at a loss because we need help, and no ones giving us this assistance we need. We're so stressed because this company has been so wrong to us. Please, if someone could assist us with this, we would be so thankful for the help.

  Business Response

  Date: 11/07/2023

  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:
  
  On August 27, 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 $1033.80 to secure position on our calendar for first availability pickup date of 10/22/23 - 10/23/23.
  
  On October 17, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional cubic feet which required an additional payment of $965.00.

  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.
  

  We strive to accommodate customers arriving within the requested window for pickup however, due to unforeseen delays, no promises can be made.  In fact, the Binding Moving Estimate policy makes clear All pickup,  load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates.  

  To address the allegations we would like to provide the following:
  - This in not a Hostage Move; the clients Delivery Spread, that was agreed to on the **** is 11/3/2023 to 12/20/2023.

  Customers' desired resolution was for the adjustment in price rescind to the initial cost however, after field reports reflecting the change in volume and signature reflecting the acceptance of this cost, the company is unable to adjust price due to finalized documentation. 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 and therefore, no refund can be processed in any form.
  

   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:11/06/2023

  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.

  I signed a contract where I was quoted a certain amount for my move. I went over in detail how much everything would be and how many items I had. When the movers arrived, I was told they could only take my boxes with no furniture. My furniture was listed in the initial contract. Once I stated that, they charged me an extra $200 for boxes that were also quoted in the initial contract. I did not add anything extra to my move. They then stated if I paid an additional $1000 they would move all of my items that were already quoted. My initial contract had a delivery date of today 11/4, the movers never showed up and blocked my calls. I called a friend to contact the movers and she was able to get through to them, they made me sign another contract saying they could deliver my items Monday 11/6. This is ridiculously incorrect and absolutely unacceptable.

  Business Response

  Date: 11/07/2023

  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:
  
  On October 14 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 $413.52 to secure position on our calendar for first availability pickup date of 04/04/23 - 04/05/23.
  
  On October 30, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional cubic feet which required an additional payment of $500.00.

  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.

  We strive to accommodate customers arriving within the requested window for pickup however, due to unforeseen delays, no promises can be made.  In fact, the Binding Moving Estimate policy makes clear All pickup,  load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates.  

  To address the allegations we would like to provide the following:
  

  - The customer's Delivery Spread, that was agreed to on the **** is 11/5/2023 to 12/4/2023.

  Customers desired resolution was for a refund in the amount of $913.52.  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, 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.