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:11/06/2023

  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.

  Originally signed a contract to move 286 cu ft and paid a 50% down payment of $888 (total expected price $1975). The week of the move, we did a Quality Assurance check with the company to confirm the space required. We walked through a complete inventory with specific measurements for each item. The company uses an estimation program which does not reflect exact sizes, but after going through the list and adding a 20% buffer, agreed upon a new size of 294 cu ft. I paid an additional $142 (50% down payment) which brought the total move cost to $2063 and signed the subsequently corrected Bill of Lading. When the movers showed up, they walked through our items and said it was going to cost an additional $2500 which would have brought the move cost up to $2500. We argued that their measurements were inaccurate and in fact compared the cubic footage allocated for a Queen size mattress and box springs (we calculated 70, the QA agent's estimator calculated 63, the movers estimated 100 cuft). By this time, we had seen the BBB complaints and other bad reviews and declined to have them pick our stuff up. They warned us our deposit would not be returned because the movers had shown up. I received a 2nd call from a woman in Ames, IA who tried to persuade us that the new estimate was valid and that we should agree to pay the additional amount. I specifically asked if she was an employee of US Interstate and Rail and she replied that they were a "sister company." I asked her for the name of the CEO of the company, and she told me she was not allowed to give that information out. (I have subsequently found an LLC in that name is registered in OH and there is no LLC by that name in IA.) Our contract states that 30% was due at time of booking and 50% due at that time of pickup. We already paid 50%. We believe that a non-refundable deposit (30% or 50%) is unreasonable given the deceptive business practices.

  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 September 26, 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 $888.89 to secure position on our calendar for first availability pickup date of 11/03/23 - 11/04/23.
  

  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 $142.96.

  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.  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.

  On November 3, 2023, the Client refused service On Site resulting in a Cancellation. 

  Customers desired resolution was for a refund in the amount of $1031.85.  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, 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: 11/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the company has failed to acknowledge that the issue is not a dispute regarding the revised binding moving estimate of 294 cubic feet, but the fact that the mover’s failed to honor that contingency.  They claimed that our belongings exceeded that contract and were going to charge another $1,500 on top of what we contracted to pay for a total move cost of $3,500.  Not only did we not agree to pay more, but we personally have packed all of those items in less than 300 cubic feet proving to ourselves how invalid the company’s claim that it required more space.
  
  
  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 11/15/2023

  We have received consumer complaint and have thoroughly reviewed account.
  

  That said, we would like to address the following.

  On November 3, 2023, the Client refused service On Site resulting in a Cancellation. 

  Therefore, we stand by our previous assertion and will not be providing a refund 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: 11/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this complaint because the company refused to honor the binding moving estimate which is why I turned away the movers.

  We were able to pack everything in the cubic footage space allocated in the binding moving estimate which reinforces our belief that the company is trying to take advantage of a stressful situation and overcharge the customer.

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

• Initial Complaint

  Date:11/03/2023

  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.

  We hired the movers to move us from ******* to **********. They picked up items October 16th. We were promised delivery October 21st. We were promised this date when we hired them. We were promised this when they picked up our stuff. The 21st came and went, no stuff delivered. We called. They told us, oh no, that isn't the delivery date that is the ''process delivery date''. They FINALLY put it on a truck to come here the 25th, telling us we were ''lucky to have it happen so fast''. It is now November 3rd. We cannot get straight answers. We cannot get our belongings. They say it is Washington, but we can't get any answer as to where. We even offered to get our stuff out of the warehouse we were told once that it was at, and then oh well ''we don't know where that warehouse is''. We have been lied to every step of the way. We just want our belongings.

  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 September 11, 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 $1550.30 to secure position on our calendar for first availability pickup date of 10/16/23 - 10/17/23.
  

  On October 10, 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 $560.00.
  
  We strive to accommodate customers arriving with the requested window for pick, due to unforeseen delays, no promises can be made.  The initial Moving Binding 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 10/21/2023 to 12/5/2023.

  The company has concluded we not only stayed in clear communication with the customer, however our end of the contract was in fact executed. With regard to the 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:11/02/2023

  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.

  Moving Company provided classic bait and switch with estimate an actual price. And they did not provide documentation for their size estimate on the day of moving. They charged us $150 for packing services that consisted of wrapping a few items in plastic wrap. They are requiring final payment in cash or money order. Their final cost was more than three times their estimate. Upon trying to reach them, they provide an accurate email addresses, or claim not to know who the people are that weve already talk to you inside the company. They also provide an accurate or contradictory information when we speak to them.

  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 July 30, 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 $1080.99 to secure position on our calendar for first availability pickup date of 10/13/23 - 10/14/23.
  
  On October 8, 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 $975.00.
  

  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:
  

  -Terms of payment in the binding moving estimate: At delivery the balance is due prior to unloading in the form of *********** Money Order or Cash only.
  
  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:10/30/2023

  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.

  Date: 08/03/23
  Job Number# *********
  Company : US Interstate and Rail
  Deposit $1080.99
  Call to cancel date Sunday 10/22/23
  Will not refund my deposit even though I called on 10/22
  My moving date between 11/29/23 to 01/01/24
  Customer service Rep *******
  Warrantee my deposit back because I scheduled my moving date with a large window and a head of time.
  I have a copy of the contract I can email you

  Business Response

  Date: 10/30/2023

  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 3, 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 $1,080.99 to secure position on our calendar for first availability pickup date of 11/29/23 - 01/01/23.
  

  On October 22, 2023, The client cancelled their upcoming move. The cancellation policy states "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 [email protected] OF MY INTENT TO CANCEL THE ESTIMATE. A 20% CANCELLATION FEE OF THE DEPOSIT WILL BE CHARGED ON ALL REFUNDS." 

  Customers desired resolution was for a refund in the amount of $1080.99.  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, 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: 10/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  There is a phone recording of myself and the customer service representative ******. Were he stated you can cancel at anytime because you gave us such a huge window for your schedule move pick up. I want access to that recording immediately since all calls are recorded correct? A audio message plays right before you speak to a sales rep claiming “all calls are recorded of training purposes.”

  what you are doing is a scam. I would like my recording and I want a refund. 

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

  Business Response

  Date: 11/01/2023

  We have received consumer complaint and have thoroughly reviewed account.
  
  That said, we would like to address the following.
  
  On October 22, 2023, The client cancelled their upcoming move (Approximately 80 days after booking reservation) . The cancellation policy states "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 [email protected] OF MY INTENT TO CANCEL THE ESTIMATE. A 20% CANCELLATION FEE OF THE DEPOSIT WILL BE CHARGED ON ALL REFUNDS." 
  

  Customers desired resolution was for a refund in the amount of $1080.99.  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, 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: 11/02/2023

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

  provide me with the recording of my call immediately with my call with ******. NOW. 
  

• Initial Complaint

  Date:10/27/2023

  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.

  The worst company I ever dealt with . Horrible every which way you turn. Received the original binding estimate, Paid a deposit. Our initial quote of 2000 turned into a total of 6000. The mover ended up coming the day after our schedule moved. Our belongings were pick up september 2th now we on October the end still no deliver, no ones seem to know what's going. These Guys are liars and frauds. Do yourself a favor, do not use them. Unbelievable! What a bunch of dirtbags. Dealling with this company is so stessful , they lied and keep on laying until you get tired of them.They are scammers, I repeat do not do bussiness with them. Stay away from them.

  Business Response

  Date: 10/30/2023

  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 March 19, 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 $623.81 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 FMCSA carrier noticed that the volume that customer would occupy, exceeded the amount initially estimated.  This adjustment in volume caused the increase in price.  As provided by the customer, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer.  These adjustments were for including but not limited to the increase in volume.

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

  -The customer in in receipt of claims information.
  

  More importantly, our end of the contract was in fact executed. In addition to the above statements, US INTERSTATE AND RAIL stands by our assertion and thereby will assist in delivery for the acknowledged dates on the bill of lading.

  However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences.
  
  Thank you for your time and attention to this matter.
  

• Initial Complaint

  Date:10/24/2023

  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.

  This company is a nightmare and should be avoided at all costs. They say they are not a broker, but they definitely are. They lie about the cost, leave items off the initial list, then more than double the cost on pickup. They are rude, do not return phone calls, and say they are unable to reach the drivers. It took 25 days for my things to be delivered, and two boxes and my ladder were missing, as well as many things (including bicycles, furniture, and my lawnmower) were damaged. The moving company did not take apart or wrap all the items, the way they assured me they would.
  
  Due the items missing or damaged upon delivery, I filed a claim with MovingClaims.net as I was instructed. The settlement, notarized and dated 8/15/23, was for $75 with the following Claim ID: * ******. I have called US Interstate and Rail twice regarding this claim and have not received a call back, nor payment. They were a terrible company to do business with, and I would like to detail the reasons to protect other customers, but I also would like them to pay the claim, which is a fraction of the value of the items lost and damaged.

  Business Response

  Date: 10/24/2023

  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 April 4, 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 $1581.44 to secure position on our calendar for first availability pickup date of 05/31/23 - 06/01/23.
  

  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.  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:

  - 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: 10/25/2023

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

  I completed, had notarized, and submitted the claims form as directed.

  A copy of the claim form is attached to this BBB complaint.

  The settlement amount is $75. Please pay it.

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

  Business Response

  Date: 10/25/2023

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

  That said, we would like to address the following.

  On October 23, 2023, the company started the process of your claim settlement reimbursement. Please allow up to 45 days to receive your refund.

  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: 10/26/2023

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

  I received the Final Resolution Settlement of Claim & Global Release of Liability letter from ************************* regarding my claim for my business with US Interstate and Rail on August 25, 2023.

  Based on the number of times this company has not done as they said they would:

  - numerous confirmations that they would return a call they never did; 

  - an assurance that they would take apart and wrap all my furniture on pickup;

  - a delivery spread that exceeded the original delivery spread quoted me;

  - a cost that far exceeded the original quote (and was substantially more than the $1581.44 initial deposit);

  - my inability to file a claim for everything that was lost (I don't know what else was in the missing boxes, nor their total weight);

  I would like to leave this complaint open until I receive the check.

  Anyone reviewing this might agree with me that 45 days for a check delivery seems extreme. 

   

  There are no circumstances in which I would choose to use this company for another move, nor trust that they would honor a "discounted rate."

  I hope to see that check soon.

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

• Initial Complaint

  Date:10/23/2023

  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.

  On 9/14, I had a call with **** from this company and stated that the small load move pick up had to be on the exact date of 9/21 as I was leaving ******* the next day and could not afford any delays as my travel was previously booked. **** assured me that there was availability in the schedule for the 9/21 booking. As a result, I confirmed that I would like to proceed forward. I asked to use a credit card for payment so that I would be protected in the event that the movers did not follow through. **** stated that the deposit of $1900 had to be paid via electronic check because they could not guarantee identity with a credit card. This should have been red flag number one. He transferred me for payment and the woman proceeds to say that I must sign the documents and pay via electronic check over the phone. I completed this and booked the move for 9/21. She said I would receive a call a couple days prior to confirm the pick up window.I received a call on 9/19 that move pick up date was confirmed for 9/22. I phoned to say that the move date was guaranteed on 9/21. She said that the fine print states they can move it back within a 48 hour window. I said that **** had guaranteed the 9/21 date which is the only reason I booked with them. She said that there was no alternative other than to move it to another date if 9/22 did not work. I moved my flight and stated that the window has to be first thing on 9/22. On the morning of 9/22, I received a call from the movers that they would be there from 1:30-3pm window. This company never fulfilled one item of the guarantee nor were they answering their phone or willing to refund my deposit. This is consistent with other customers who have provided reviews as well. They provided no service and there was no discussion about the fine print or potential for a 48 hour delay to the guarantee window provided by **** in sales when I booked this. I feel that this company is predatory company and should be responsible.

  Business Response

  Date: 10/23/2023

  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 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 $1440.08 to secure position on our calendar for first availability pickup date of 09/21/23 - 09/22/23.
  

  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.  

  On September 22, 2023, the company received a formal email from the customer requesting to cancel their move.

  Customers desired resolution was for a refund in the amount of $1440.08.  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, 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: 10/23/2023

   
  Complaint: 20766343
  
  I am rejecting this response because:

  The salesperson made no mention of the potential for a date change; he stated unequivocally that he checked the schedule and was certain that the 9/21 date was available.  This was the ONLY reason I booked with this company.  If there had been any mention of the 48 hour window or potential for delay, I would have NEVER entered into an agreement with this company.

  When I was contacted for the confirmation of the pick-up window and notified of the 9/22 date for pick up instead of 9/21 as the salesperson had sold me on, I asked about cancelling at that time.  They informed me that because I was no longer in the 72 hour window of booking and within the 7 day window of the move, I had absolutely no options.  There was no apology and was told that it would be elevated to supervisors for review however I never heard one word of follow up.

  As for the day of the move, I started phoning the company at 7:30am after the driver notified me that they would not arrive until between 1:30-3pm.  I remained on hold for over ********************************************************************************* at 11:30. I was able to reach someone by phoning back to notify them that I wanted to cancel and he informed me that I needed to send a cancellation email which is the email that was referred to in the original company response.

  The last issue is that there was one pick up but two separate moves booked which I stated was critical to the salesperson **** who said he understood.  The amount referenced in the company response only outlines one of the move deposits and not the other.  The bottom line is that there was a significant disconnect from what the sales team promises and the exchange of the deposit and the operations/logistics team.  This really felt like a bait and switch scheme which is consistent with the other poor customer reviews that I have discovered since this experience.

  I have no intentions of booking another move with this company as a result of the lack of reliability but also because I was on a specific/defined timeline that I needed to move out of *******.  I explained to the sales agent that it had to leave ******* on 9/21 and the one load needed to arrive in ****, ** the following week while the ************* load would need to remain in storage.  This was confirmed when I did the ****** meet call with **** to confirm the estimate and load.  Again, at no time did the sales agent advise on any window or flexibility with the dates.   

  The fine print is sent when the deposit is paid however the terms are not reviewed by the sales agent at the time of booking.  

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

  Business Response

  Date: 10/24/2023

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

  That said, we would like to address the following.

  - Binding moving estimate was signed and agreed to prior to accepting a payment.
  

  In addition to the mentioned above statements, the company stands by our previous assertion and thereby not we are not able to provide a refund for deposit. Our company would have preferred to execute the move and provide the moving services.

  However, we are willing to provide a 12 month credit for any future long distance move.
  
  Thank you for your time and attention to this matter.

• Initial Complaint

  Date:10/18/2023

  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.

  My disabled adult child had her belongings picked up on 9/15/23 in *** ****** ** and delivered to ******* **. Order #********* with US Interstate and Rail LLC. They paid $3198.16 deposit for an estimated 826 Sq ft. When the truck picked up their belongings there was only 400sq ft space available but now they're refusing to give us the bill of lading and inventory or access to their stuff without another $1925 that they refuse to justify. They won't call us back and won't help except to say that they're accruing daily storage fees and will have their belongings auctioned off. We need access to their goods AND documentation and help. Thank you.

  Business Response

  Date: 10/18/2023

  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 July 30, 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 $1703.16 to secure position on our calendar for first availability pickup date of 09/15/23 - 09/16/23.

  On September 9, 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 $1495.00.
  

  The company attempted Delivery, at that time client refused to pay the agreed upon delivery balance resulting in refusal of delivery. The company is willing to re-attempt delivery at the earliest convenience for the client and the company. This is not a Hostage Load.

  Customers’ desired resolution was for the adjustment in price. However, after 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.

  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.

  <ATTATCHED BILL OF LADING>

  Customer Answer

  Date: 10/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This paperwork is all surrounding the estimate, there is no ACTUAL bill of lading or inventory and cost break down after the actual pick up that we can see.  
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 10/25/2023

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

  That said, we would like to address the following.

  The company attempted Delivery, at that time client refused to pay the agreed upon delivery balance resulting in refusal of delivery. The company is willing to re-attempt delivery at the earliest convenience for the client and the company. This is not a Hostage Load.

  More importantly, our end of the contract was in fact executed. In addition to the above statements, US INTERSTATE AND RAIL stand by our previous assertion and thereby will assist in delivery for the acknowledged dates on the bill of lading.

  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: 10/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The ONLY documents that have been provided, to date, is the initial ESTIMATE and contract.  No other paperwork has been provided regardless of multiple attempts via email and phone calls.  This is the most slimy company I've ever dealt with. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:10/16/2023

  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.

  The original Quote on 9/5/23 was $6,975.60. Then upon talking to representative and disclosing every single item and size we were quoted $9222.60 on 10/3/23. We gave the representative every box size, reading the manufacturer sizes labelled on each of the boxes. Never were we told about a box minimum or maximum size, nor given a chance for a representative to come look at the moving boxes or furniture prior to the day off (3 days prior to move is what is states in USIR guidelines) to give actual quote. The movers showed up day of service (10/9/23) and while in the house, informs us that there is now an another new price ($20,939.20) which is 130% times higher than the last given estimate. Our $4,624.02 deposit was held ransom at that point, as we have no choice to to proceed with the move or lose this money and violate our home rental. We are now in financial hardship, having to borrow money from everywhere without any preparation to be able to use your service. We were purposely mislead and taken advantage of by USIR. We were not given the chance to find other more affordable moving solution because price changed while they were literally moving our home. At the time of pickup, it was just my senior citizen father, who they scared into making this decision to go forth with the move (instead of calling out rental company to see if we could work out an arrange to extend our stay until we found a more reasonable cost solution). The date of furniture/ moving delivery is 10/16/23 and we will have to pay USIR the remaining balance of $6,250 to complete job. This has been a nightmare.

  Business Response

  Date: 10/16/2023

  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 5, 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 $3139.02 to secure position on our calendar for first availability pickup date of 10/08/23 - 10/09/23.

  On October 3, 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 $1485.00.

  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.”  

  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.  As provided by the customer, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer.  These adjustments were for including but not limited to the increase in volume.

  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.
  

  Customer Answer

  Date: 10/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: their response is factually inaccurate and does not tell the true story of what happened.   During the OCT 3rd phone call in which the price was raised for the first time, every single item was disclosed including how big the boxes were, beds, bed frame, dressers with mirrors etc.     I will attach the entire list and there is no way that they could have calculated the Cubic square feet to be 1,300 off in the BINDING ESTIMATE: which by the FMCSA is defined as "guarantees the total cost of the move based upon the qualities and services shown on the estimate".   It is with our rights for USIR to acknowledge their errors (whether intentional or not) by settling this dispute by rescinding back to BINDING ESTIMATE or not accepting or requiring ANY FURTHER PAYMENT UPON DELIVERY OF ALL INVENTORY. When they arrived my 67 year old father in law was basically forced to borrow the money to pay over 130 % increase in price the day of the move or they would keep my deposit of $4,624.02.   This is obviously something they do to a lot to people because there is no way they could have miscalculated that much and even if they did miscalculate by $11,716.60, that is  not my fault nor responsibility!   Their policy states “The total price will be the same as the price listed on this estimate if your inventory's estimated weight/volume has not changed and if you do not require additional services”. Our volume/weight did not change. The company miscalculated- we did not add Any additional items or volume from the previous estimate. In fact I gave them even the box sizes from the boxes’ manufacturer over the phone for this estimate. 
  Secondly, I did not ever agree to any of the new terms or sign anything as I personally refused because what they were doing to us was unethical and wrong.   So again for the record the person who made the $4,624.02 deposit did not sign the new paperwork and agree to the terms.  My father in law felt as if he had no choice because we had to be out of the house the next day.   He and I are now in financial hardship because we were charged $20,939.20 the day of the move and not the $9,222.60 that was agreed on.   That is $11,716.60 more than the price agreed on.   Then they blame it on us for not disclosing everything but as you can see by the list they were given that is not the case.  
  The company USIR did not stay in clear communication with us, as stated. The company was to give us a Quality and Fair assessment of the moving cost 3 days prior to pickup date, which clearly did not happen. A quality assessment would not have changed 130% without Major changes in volume (which there was not). 
  We will settle for not paying the company anymore money upon delivery of all items. We have already paid much more than the estimates, and have been outright deceived by this company.  With an estimate so far off from the actual price, we were duped into securing our move with USIR. Attached is the list that was given by me, ***** ******, to USIR listing the sizes of all boxes and furniture. I disclosed all sizes and weights to the representative over the phone and they remained the same at inventory pickup.  
  
  
  Articles list 39 items 118 pieces
  Qty Items
  2 BAR, STOOL
  1 BARBECUE GRILL
  2 BED, FULL (WITH MATTRESS)
  1 BED, KING (WITH MATTRESS)
  1 BOX PICTURE
  13 BOX, MED. PBO 18X18X18
  7 BOX, MED/LG PBO 18X18X24
  29 BOX, SMALL PBO 12X12X18
  1 CABINET, MEDIUM
  4 CHAIR, DINING
  1 CHAIR, RECLINER
  1 CHEST, MEDIUM
  1 CRIB MINI
  Qty Items
  3 DRESSER, SINGLE
  1 DRYER
  1 ENTERTAINMENT CENTER, REG
  6 FAN, FLOOR
  1 FILE CABINET, SM.
  1 FOOT STOOL
  1 HAMPER
  1 MICROWAVE CART
  3 MIRROR FOR DRESSER
  1 MOTORCYCLE (NOT INCLUD CRATE)
  4 PATIO CHAIR
  2 PATIO TABLE
  3 PATIO UMBRELLA
  Qty Items
  1 REFRIGERATOR DORMITY
  1 REFRIGERATOR, UPRIGHT
  2 SOFA, SECTIONAL-2 PIECE
  1 STROLLER
  3 SUITCASE SM.
  1 SUITCASE, LG.
  3 T.V. FLAT SCREEN- 15-32
  3 T.V. FLAT SCREEN- 33-60
  2 TABLE, COFFEE
  1 TABLE, DINING
  6 TABLE, END
  1 VACUUM CLEANER
  1 WASHING MACHIN
  
  
  
  
  Sincerely,
  
  
  ***** *. ******
  
  
  

  Business Response

  Date: 10/17/2023

  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.

  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.  As provided by the customer, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer. These adjustments were for including but not limited to the increase in volume.
  

  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. The company does stand behind our previous assertion and 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: 10/18/2023

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

  I am rejecting this response because:
  1. You are not trying to better your service for your customers or improve your business practices. If you were trying at all,  you would own your (representative: ****'s) mistakes, in his failure to give a visual inspection of household items and miscalculation the square footage in the BINDING ESTIMATE.  When movers arrived, the actual volume of the household items had not increased by 1351 square feet as the BOL states because the square footage estimate was so miscalculated (purposefully or not) that it is not even an Estimate, by definition. The movers added to the actual physical volume FIVE BOXES. In no fashion does five boxes of any realistic size equal 1351 square feet in any carrier. Three days prior to the move, USIR was to come inspect the volume and give a final BINDING estimate.  USIR did not physically come to the house to do said duty, and therefore backed my father in law (******** *******)  into a corner to sign paperwork, BOL.  He, himself, is not the actual customer.
  2. I, ***** ******, spoke on the phone with movers and representatives from USIR billing department while the movers were in my rented home, and specifically  told them that I did not agree to pay the astonishing extra cost (MORE THAN DOUBLE THE AGREED COST IN BINDING ESTIMATE) based on USIR's FAILURE TO GIVE US NOTICE of the EXTREME INCREASE. Until ******** ******* signed and initialed the BOL, he was not involved in the moving agreement except that he spoke to a representative over the phone asking for an initial moving quote for my 3 bedroom/ 2 living room house on my behalf on 9/5. I, ***** ******, paid for the deposits and own most of the household items and all furniture moved from the house. If by saying that another person's signature or initials holds me liable for agreeing to pay the BOL, that is inaccurate. USIR called me and asked my permission and agreement to BOL in which I replied NO. I am the customer. I agreed to pay the BINDING ESTIMATE, based on the authenticity and definition of a legal BINDING ESTIMATE. I VERBALLY AND CLEARLY DISAGREED WITH THE NEW CHARGES AND I DID NOT SIGN A BOL.    
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:10/12/2023

  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.

  On May 28,2023 US Interstate and Rail picked up my furniture from a rural area was told it would be before 6pm it was after 8pm area was pitch dark and unable to see what I was taking with me and what was going in the truck in which not everything fit in their truck and was told they were coming back for the rest and never did. We were using our phones to light up the place while loading the truck.The original quote was for $1,812.00 upon picking up my furniture it went up to $4,721.26 plus $225.00 extra for taking it to my storage. Representative named ***** promised to take care of my furniture as I told him it was all I had of value, I asked him several times where they were storing my furniture while I made the trip back to ***** from ******** and would not tell me where they were storing my furniture. Upon delivering my furniture on August 11,2023 there were several pieces of furniture damaged beyond repair, the legs for my couch are missing the screws for my bed are missing. My biggest concern was finding my jewelry, found my jewelry box empty, company STOLE 3 diamond rings one with 2 blue sapphires stones the other 2 with 4 diamonds each, a gold crucifix with stones that belonged to my grandmother. They also stole a printer and who knows what else was missing. This were the things that were supposed to go with me but since company had changed the pickup date and time and was done when it was pitch dark, I was unable to see where my jewelry box was. All of my boxes were closed and taped but when they were delivered, they were open, and they went thru all my things. US Interstate and Rail Job #********* DOT #******* made payments with contract #******** I want my jewelry back it not only has monetary value it also has great sentimental value. My rings alone are worth a minimum of 15 to $20,000 my crucifix has several high price stones mounted on an old gold crucifix.

  Business Response

  Date: 10/15/2023

  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 May 16, 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 $1011.41 to secure position on our calendar for first availability pickup date of 05/28/23 - 05/29/23.

  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.  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:
  

  - Claims information has been provided to the customer.
  

  The company has concluded we not only stayed in clear communication with the customer, however our end of the contract was in fact executed. With regard to the Office of U.S. Department of Transportation Federal Motor Carrier Safety Administration, 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.
  

  Customer Answer

  Date: 10/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There is no mention of the theft of my jewelry, broken furniture nor items missing. You know very well the men that you hired stole my things and you have not investigated them. There is no mention of an internal investigation. If you need pictures of the damages and the rings that were stolen I will gladly send them to you along with the copy of the Household Goods Inventory and police report. Send me where I can email you the pictures and documents and I will do so.  I told you over and over that all I wanted was my rings, necklaces and crucifix. I didn't care about the broken furniture and other many missing items. By the way your offer of a discount on my next load delivery you are delusional if you think I would hire your company again so you can send your thieves again and finish taking what they couldn't no thank you for your "kind offer". 
  

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

  Business Response

  Date: 10/23/2023

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

  That said, we would like to address the following.

  - Claims information has been provided to the customer. The company is willing to assist in the process of filing a claim for any missing and damaged items. 

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