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:10/06/2023

  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.

  The sales person (*****) detailed a price for a move from ******* to *******, including a payment schedule and exact payment amounts, which I noted maticulously. After I signed the contract they took an extra $400 from my bank, then changed the digital contract to reflect the theft. Then when the movers came, they asked for another $400 above their quote and change the contract yet again. They said I should pay nothing for pick up and $1k upon delivery and rudely forced me to sign or they would leave all my stuff on the side of the road. When I made it to *******, the truck never came. Now I have none of my possessions and they want me to sign a final version of the contract to hide the theft and changes to the agreement.When I call they say the will return my call and never do. They put me on hold for 20 minutes at a time so every inquiry takes an hour but yields nothing.I feel violated, powerless, bullied, and incredibly unsupported by this company.

  Business Response

  Date: 10/09/2023

  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 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 $1835.03 to secure position on our calendar for first availability pickup date of 09/30/23 - 10/01/23.

  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.
  

  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. 

  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: 10/10/2023

   
  Complaint: 20702420
  
  I am rejecting this response because: Many of the point made in the businesses response are not true.

  I have called this company at lease 10 times and often wait on hold of long periods of time, only to explain my issue over and over again. On my 10/9 call I was told "all of our records from 9/30 were erased." I don't believe that at all. 
  
  Timeline of communication and events:
  
  1) On July 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:
  
  Deposit -$1,430.65
  Pick Up -$512.55
  Delivery **** Business Days -$512.55

  But what was actually deducted was $1835.03 to secure position on our calendar for first availability pickup date of 09/30/23 - 10/01/23. After all called in about this additional $400 charge, the digital contract was changed to reflect $1835.03.
  

  2) Upon arrival the ***** carrier noticed that the volume that customer would occupy DID NOT exceeded the amount initially estimated. It was under 530 Cubic feet. I personally premeasured it and no charge was added to the bill after pickup. So the adjustment in volume COULD NOT HAVE caused the increase in price. 

  3) I have sign 3 bills of lading with this company, each with different prices, fees, and adjustments. They change the bills to reflect their narrative and not what our initial agreement was. If you go back and listen to the call recordings, if they even have them or don't purposefully delete them, the truth is there. When I asked if I could have a copy of the call recordings or some sort of summary of our agreements, the company refused.

  4) After my belongings had been loaded into their vehicle, they sent me an agreement with more elevated fees and threatened to unload my stuff onto the street, in the dark, in Garfield Park unless I signed it. I had no choice. Their movers laughed at me repeating over and over, "they got you by the *****." I said I will sign it now but I want the price adjusted in writing before delivery.

  5) They tell you **** business days but the fine print says they can pick up and deliver whenever they want to: 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. With a oplicy like this, the company turns out to be more of a scam than a legitimate service. There must be a reason why they have 77 complaints with BBB. Their customers can't all be wrong.

  
  6) "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." This is not at all what I am being told. As of 10/09 I was told they are drafting a 4th version of the bill of lading to reflect the extra $400 they took out from the deposit, acknowledging that they messed up. They call recordings reflect everything.

   

  I don't want a refund. I want my belongings within the delivery window that was promised AND I want the extra $400 removed from my delivery costs. I should not be paying more than $1024 for the deliver of my thoughtfully packed belongings.
  
  Thank you for your time and attention to this matter.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 10/10/2023

  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.

  At Pick up, the client acknowledged and agreed to the Delivery Spread of 10/3/2023 to 11/14/2023. 

  The client's desired resolution is delivery of their Household Goods. After thoroughly reviewing the account, the company is still in compliance with the finalized documentation. The company will continue to stay in clear communication with the client providing updates and actively working on their delivery. 

  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:10/06/2023

  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.

  This company picked up my things in *****, ** on 8/14/2023. Not only did they forge my signature on their delivery spread documents, they didn't inform me that there was a warehouse that my things will be held in, and they officially have surpassed my full delivery window (I was promised my things by 10/5/2023... nearly 3 months since they picked up my items), they will not release my personal items, and lied to me about the location/status of my move. I was told **** days when I signed my contract. I am currently in ********, trying to navigate how to resolve this catastrophe. I have copies of the documents they they have forged. They have stolen over $70,000 from me in items. The cost I have paid them to pick up the items was $3,100 and they expect another $2,100 upon arrival. In addition, I have had to spend $9,000 to replace even a margin of my items.

  Business Response

  Date: 10/09/2023

  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 28, 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 $1010.21 to secure position on our calendar for first availability pickup date of 08/14/23 - 08/16/23.

  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.  

  Customers desired resolution was for delivery.  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, the company will continue to actively work on delivery and provide updates to the client.

  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:09/28/2023

  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.

  Movers were supposed to do pick up on 9/1/23, driver called at end of the day to say that the AC in truck wasn't working. They were at a shop waiting for repairs and promised to be there on the morning of 9/2. However, I did not receive any contact from them that morning until later in the day when ***** informed me that the truck was still being worked on. They postponed the pickup until 9/3. When the movers finally arrived, they demanded an extra $1000 before they would finish packing my belongings onto the truck. They claimed that there were six extra steps on the stairs, even though they were aware my apartment was on the second floor. On September 11th, I spoke with ****, who informed me that I had to pay at least 70% before they would schedule my delivery. ***** paid the same day, but there was no communication from the moving company until September 18th when they demanded more money again. I asked where my belongings were located, and they informed me that they were in Kansas City. Spoke with **** on 9/21 asking when my belongings would be delivered, since ***** paid 70% ($4200). He said we haven’t paid and he put us on hold to call accounting. He said they don’t see the payments on their end. ***** emailed the bank transfer receipts. I asked **** to give me the exact address where my belongings were being held. He refused and would only tell me it was in Kansas City, MO. On September 30th, I had a strange experience when ******* was charged for stair fees when getting the estimate from the moving company. I was concerned when they asked for payment through cash app, so I reached out to the company to inquire about this charge. They told me it was normal. Additionally, the movers explained that they went over by 100 cubic feet, which was understandable. On September 5th, I received an invoice from Handle with Care stating that my load went over by 800 cubic feet. I immediately called the company to correct their mistake. They promised to look into it and call me back. I never received a call back from the company, so I called them to see where my load was. They informed me that it was in their warehouse in Kansas City, but I explained that I was waiting for them to call me back to resolve the issue. I asked for documented proof of the overage, such as a picture, but *** told me that he was setting the final price to $6000 and would look into the overage. He suggested that if I paid 70%, they could at least deliver the load. I agreed to eliminate the stressful situation and was told that I would be contacted in the next 2-3 days about the overage. I submitted a bank transfer to the account and routing number they provided.

  Business Response

  Date: 10/01/2023

  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 23, 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 $1318.77 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.
  

  On 10/01/2023, customer was successfully loaded for delivery. The customer will be contacted 24 Hours prior to delivery, that will take place this week. 

  With regard to the Better Business Bureau, the company does consider this matter closed and resolved unless additional information is requested or can be provided.
  

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

  Thank you for your time and attention to this matter.
  

  
  

• Initial Complaint

  Date:09/26/2023

  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.

  This July, I reached out to the company seeking a comprehensive quote for my moving needs. After providing a description of my belongings, I was informed that an estimated of $2,066.40 would suffice. I was required to make an upfront payment of $1,033.80, which I did accordingly.However, subsequent communications with rhw company raised concerns. After listing out my items in detail, I was told the initial estimate was insufficient and was requested to pay an additional $1916.20 on the assurance that this amount would occupying 770 cubic feet. After long discussion with their colleagues who confirmed twice this would be enough for my moving needs. I have thus paid a total of $2,950.00 to the company in advance!However, when the moving team arrived, they informed me that my belongings would occupy more than the quoted 770 cubic feet and the cost would escalate to a staggering $16,000. The space shown to me, supposedly 770 cubic feet, was evidently incorrect. By my observations, the two and a half panels would only provide around 400 cubic feet at the very most (2x8x10)! I told the team I am a professor in computing, and I know how big 770 cubic feet (about 23 cubic meters) would be, and I had even used a measured room to successfully fit all my moving stuff before the team came. To add to the above, my attempts to verify the measurements, the most plain and basic right, was denied. The company from the phone told the moving team to stop me from verifying the measurements using my tape (closing all the doors), pointing towards a deliberate attempt to mislead and deceive. I felt compelled to cancel the move. I am deeply concerned about the lack of transparency, consistency, professionalism, and even at least some decency in the quotes and services rendered. I request an official explanation for these discrepancies and a complete refund of the amount I have paid. If we cannot reach an amicable solution, I will be compelled to seek legal redress.

  Business Response

  Date: 09/26/2023

  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 18, 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 07/31/23 - 08/01/23.
  
  On July 25, 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 $1916.20.

  On August 1, 2023 our company was notified of cancellation in the result of an On-Site Refusal.

  Customers desired resolution was for a refund in the amount of $2950.00. 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.
  

• Initial Complaint

  Date:09/25/2023

  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 company has not delivered items for the scheduled time and are unable to give a date when items will be delivered. They are a broker, but they present themselves as a moving company.

  Business Response

  Date: 09/25/2023

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

  That said, we would like to address the following.
  

  Timeline of communication and events:

  On August 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 $2629.78 to secure position on our calendar for first availability pickup date of 08/06/23 - 08/07/23. 

  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.”  

  Customers desired resolution was for delivery to take place. After careful review of the account, the company has concluded we not only stayed in clear communication with the customer. Therefore, we are actively working on delivery for the customer. 

  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: 09/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The company states that they were in contact, however the only time they reached out to me was to verify payment.  It was only when I called them to learn about the status of my delivery that they informed me that it should be shipping out in 7-10 business days.  Upon the 10th business day, I reached out again and was told again that the shipment would be moving within 7-10 business days.   I informed them that that was what I was told previously, and was then informed that the customer service department has no way of knowing where deliveries are and that the driver was en route to pick up the shipment and that I would need to wait again, but that the driver should be at the warehouse in a week.  I waited to hear from the warehouse for another week and reached out to the company again, where I was told that they have thirty business days to deliver.  By this time it was already past the thirty days and I was told that I was one of the few customers who go over the allotted delivery spread, but that the warehouse knew I was over due and the driver was en route to the warehouse, still.  They asked that I wait another 5 business days for an update from the warehouse.  But that they don't know why there is a delay at the warehouse, just that my delivery is marked red as overdue.  I am now on day 3 of my most recent request to wait.   

  If US Interstate had contacted me initially to inform me of a delay, then this complaint might not be here.  However, all communication has been initiated by me and the answers I have received are unsatisfactory.  The organization should be aware of why they are having delays, stating that "they don't know" why a shipment is late is unprofessional and unacceptable.   
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 10/01/2023

  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 stands behind their previous assertion. After careful review, the company has concluded we not only stayed in clear communication with the customer but we are actively working on dispatching the customers House Hold Goods.

  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:09/25/2023

  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.

  Process agent is not responsive to third party pursuing refund ************** harassed customer via phone after promising that a 100% refund would be processed and the moving job was canceled ************** did not prepare or provide an order for service prior to payment ************** did not inform me of the availability of a neutral arbitration process ************** did not prepare or provide an itemized inventory of every box and unboxed item included in the shipment, only some ************** did not honor a binding estimate.Total deposit paid prior to pickup and signing of estimate: $900 Total deposit not refunded yet: $179 Company violated policy but still held customer to policy regarding refund. ************** only refunded 80% of what is owed ************** authorized changes on the customer account without security verification or permission from the customer on file ************** lied/unclear about methods of refunds in binding estimate and phone interactions. Estimate claims that payment is made at the time of or after signing, which was not followed ******* estimate signed 9/19/2023 @ 19:15 MST Binding estimate delivered 9/19/2023 @ 18:09 MST Deposit transaction initiated prior to 18:09 MST on 9/19/2023

  Business Response

  Date: 09/25/2023

  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.

  On September 22, 2023, a refund was issued in the amount of $716.02.

  More importantly, the company has concluded we not only stayed in clear communication with the customer. With regard to the **********************, the company does consider this matter closed and resolved. 
  

  Thank you for your time and attention to this matter.
  

• Initial Complaint

  Date:09/25/2023

  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 US Interstate and Rail LLC to move my personal property from California to Florida. On 6/19/23, I signed a moving estimate and paid $864.79 as a deposit for moving 286 cf. On 7/28/23, a mover, ****** ******* arrived and he did not inspect any of my boxes and claimed that I had more items than agreed and demanded I pay more charges or else he would not load any of my boxes onto the truck. I explained I had even less boxes than when I signed the moving estimate but he was hostile and demanded I pay more. I was moving out of state and had travel plans and needed to vacate the house, so I had no choice but to pay the extra fee of $1,749.48 via Zelle on the spot.
  On 8/17/23, I got a call saying a delivery will be made in Florida in an hour. I never got an advance notice and told them I won't be home and would like to reschedule. USIR said someone would get back to me. No one called me for days or weeks. I called and emailed every single day. Finally, USIR called me and demanded I pay for storage fees of my personal property and that they will not delivery I pay this fee os $962. I was never informed nor was this in the contract I signed. I had none of my furniture or clothes or anything, so I was forced to pay to recover my property. To this date, they have not delivered my property and they refuse to give me any information. It has been nearly 2 whole months I don't have anything. My wife and I are senior citizens, we are retired, We both have health issues, I recently finished chemotherapy. Not having our personal belongings have impacted our every day life and health. USIR is holding our property hostage and just took our money without any explanation or delivery.

  Business Response

  Date: 09/25/2023

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

  That said, we would like to address the following.

  Timeline of communication and events:
  
  On June 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 $864.79 to secure position on our calendar for first availability pickup date of 07/28/23 - 07/29/23.
  

  On September 5, 2023 the company was informed, the delivery was refused. 

  Customers desired resolution was for delivery to take place.  After careful review of the account and refusal of delivery, the company has concluded we not only stayed in clear communication with the customer but we are actively working on re-dispatching the customers House Hold Goods. 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: 09/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Respondent's response is factually inaccurate. Respondent claims that I refused delivery. However, they fail to acknowledge that their deliveryman called on the same morning of the delivery (8/17/23) instead of giving the required 24 hour notice. Since they only gave 2 hours notice, I informed them that I was not home that day and need to reschedule and be provided 24 hours notice. They omit this in their response because they know this is true. Since that day, I have called and emailed on a nearly daily basis attempting to reschedule delivery, but Respondent has refused to do so. Not only have they refused to give me a new delivery date, but the same response has been given each time to date: "your items are en route" and that the delivery person will call me with 24 hour notice. Despite this, and nearly two months after the first attempted delivery (with improper notice), Respondent refuses to schedule delivery. So Respondent's claim that they have stayed in clear communication is extremely misleading - nothing has been clear about their communication.

  Additionally, Respondent charged me for storage fees in the amount of $962 and said they would not deliver my possessions until the storage fees were paid. I was never informed of storage fees at any time, nor was I informed that my items would be moved to storage after the improper attempted delivery on 8/17/23. I was coerced into paying the $962 storage fees on 9/8/23 so that I could receive my delivery. Despite making this payment 3 weeks ago, Respondent still has refused to schedule a delivery. On September 13, 2023, Respondent's processing manager, Deborah Fox, called me and left a voice message (recorded) stating that my payment was received and that my items were on their way and en route. This turned out to be a blatant lie and misrepresentation, as my possessions were not delivered, or even scheduled for delivery (confirmed by Respondent in subsequent calls.)

  To make matters worse, Respondent lost some of my packages. We have been contacted by another customer of Respondent in Ohio, who received 2 of our boxes mistakenly by Respondent's deliverymen (this customer also claimed that Respondent lost some of his packages). One of our boxes was open and missing contents. On 9/13/23, Respondent informed me that it had retrieved those items and was shipping them to me at their cost (recorded voice message). This is another lie, as the Ohio customer confirmed that Respondent never made arrangements for pickup and they remain in his possession.

  I suspect that Respondent has lost, damaged and/or misplaced some of my packages and this is why they have refused to schedule a delivery. There is no other explanation for their refusal to schedule a delivery, despite 1) being well over the contracted delivery period, 2) being well over a month from the first improper attempted delivery, 3) being over 2 weeks from me paying their bogus storage fees (ransom), and 4) over a dozen calls and emails requesting a rescheduling of delivery date.  On 9/23/23 and 9/24/23, Respondent called me in response to the complaints I filed with the BBB and FMCSA, and requested that I release my delivery hostage claim. Yet again, they refused to provide a delivery date and said it was "en route" (the same response I've been repeatedly given for over a month). I refused to release the hostage claim until my items are delivered, because they are clearly holding my delivery hostage.

  
  Respondent also overcharged me upon original pickup of my possessions in the amount of $1,749.48. However at this time, all I am requesting is delivery of all my items asap without any additional charges. I have already  been unfairly charged additional fraudulent charges under duress, but I am willing to dismiss my refund demands if all my items are delivered within a week with no additional charges or payments required. I have already paid in total $3,576.27, which is $1,414.29 more than the original estimate. There is no reason why Respondent cannot deliver my items within a week unless they have lost or misplaced my items.

  My wife (recent US Army retiree) and I are senior citizens with serious medical conditions (I am a cancer patient). We have been deprived of our bed, our furniture, clothing, cooking and basic living items, medical equipment, family heirlooms and important documents, etc. We have been treated extremely unfairly and unreasonably by Respondent. We can provide further proof of our allegations, as necessary. Thank you for your assistance.

  Respectfully,
  
  ***** ***

  Business Response

  Date: 10/01/2023

  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 customer has been in direct contact with company's dispatch manager and owner. Company is prepared to provide an update and preform delivery this coming week. 

  The company stands behind their previous assertion. After careful review of the account and refusal of delivery, the company has concluded we not only stayed in clear communication with the customer but we are actively working on re-dispatching the customers House Hold Goods. 

  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:09/20/2023

  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.

  Scheduled a move with the company for $1900 specifically because they told me over the phone that they already had a moving truck scheduled to head to a location in my area the next week. When they arrived they told me it would be an extra 1000 dollars to move my stuff because it was more than anticipated. They used high pressure tactics to get me to sign a new contract that I made under duress because I had already given them several hundred dollars and it would be to late to find another moving company. The driver told me that my items would arrive in about 3 days. My stuff never arrived and now it has been 12 days. Every time I call the company they are unable to provide me with a moving date nor where my stuff is being stored. It is legitimately all of my possessions.
  
  (I gave them an itemized list of all of my large items and the square feet of my old apartment and they told me over the phone that they would have more than enough space to do my move for our agreed upon cost.)

  Business Response

  Date: 09/21/2023

  We have received consumer complaints and have thoroughly reviewed accounts.
  
  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 29, 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 $931.00 (via electronic check) to secure position on our calendar for first availability pickup date of 09/06/23 - 09/07/23.
  
  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:
  

  - The signed and agreed to Delivery Spread: 9/8/2023 to 10/23/2023

  Customers desired resolution was for delivery. 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, we are actively working on delivery for the customer.

  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: 09/22/2023

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

   

  The company never actually set a delivery spread. Included is the pdf showing no date listed. The documents were only signed due to the drivers insistence that I would be called at later date with more information and that he (the driver) was in a hurry.
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 09/24/2023

  We are in receipt of 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.

  - The signed and agreed to Delivery Spread: 9/8/2023 to 10/23/2023.

  More importantly, the company has stayed in clear communication with the customer.. 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, for any convenience we are willing to provide a future long distance move at a discounted rate. 

  Thank you for your time and attention to this matter.

• Initial Complaint

  Date:09/20/2023

  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 have used US Interstate and Rail twice and have not had a problem for the first move. I moved from *******, ******* to *******, ********** for the first move. For the second move, it was from ******* back to *******. The pickup date was July 10th, even though it was quoted to be July 8th. I was not there at the time of the pickup, but I allocated a close friend to do so for me. I was on the phone with her at the time to answer any questions. The carriers did NOT ask for a first available delivery date, so none was written down. The people who picked up my things also damaged the ceiling and when confronted, did not take blame for it. My friend took pictures and sent them to me for my records. Afterward, I paid the $1000 pickup price and waited the 21 days. However, I did not receive any updates from either US Interstate and Rail NOR the carriers (Transt USA Movers). I decided to call and ask for updates in which I never received any. At this point, it has been 70 days since my pickup and I have not received any information regarding my belongings. I keep calling and they keep saying that I would get a call back from the dispatch or get a call from someone but I have not gotten it yet. The dispatch has not seemed to have had ANY contact with the carriers yet and have no clue where my things are. The customer service has been awful as well because they claim to be writing notes every time I call, but when I do, it's like I'm a new client and I have to explain the entire situation every time. The supervisors are no help as well as they do the same thing that the other representatives do. My estimate was $2252.2 with $1126.10 being paid in the deposit. The carriers added $100 more for long carry which I did not find appropriate but I did not argue. I paid $1000 for the pickup and have not been able to pay the remaining since my items have not been delivered. This company and their associate movers are complete scammers and should be looked into for fraud and theft.

  Business Response

  Date: 09/21/2023

  Hello ******** *******,

  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.
  
  The pickup was done by TRANST USA To file a claim, please contact movingclaims.net. You will have the option to file a claim for reimbursement for a delay in your shipment as well.
  
  Customers desired resolution was for delivery. 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, we are actively working on a Delivery update for the customer. 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:09/18/2023

  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.

  1. July 22nd-August 25th ,2023
  2. Amount paid $6,828.64
  3. Relocation services, unassembled and assembled the furniture.
  4. Issues:
  a. OVERCHARGE: The moving company of US Interstate and Rail made us sign a binding estimate based on all the items we were moving and the storage space required for it. A few days before the pick-up, we gave them an updated list of the items we added so the estimate could be updated accordingly. Based on that, we went from $2700 to $3300, which is understandable. When the movers showed up on July 22nd at our apartment, they said there was a miscalculation for the storage space required on the computer's end, so based on that, there would be a price increase from $3300 to $6200.
  Almost double the amount settled on the quality assurance call. We were in complete disbelief and felt pushed against the wall as we had no choice. It was a Saturday night around 8:30 pm, so no one was to contact. After going back and forth, ******* ****** from the “dispatch” department was able to bring the price down to $5628.64, which was still completely beyond our budget. We had already paid a non-refundable deposit in the amount of $1651 and were asked to pay $1377.64 on the day of pick up. Additionally, all this happened after the movers had wrapped all our furniture and the truck was ready to be loaded, not before wrapping.
  The remaining balance set on our contract was $2,600.
  Upon drop off, we were told by the driver and the mover that another $900 needed to be added for a "SHUTTLE SERVICE" fee. And another $300 for long carry. None of these were added to our bill of lading that needed to be signed prior to unloading the truck.
  What was supposed to be $2600 now turned into $3800 of payment.
  So instead of the $3300 signed at our initial contract, we ended up HAVING to pay $6828.64.
  Upon delivery of our items, the driver held our property until we submitted the last portion of the payment. Additionally, we were forced to pay in cash.
  As explained before, our estimate and remaining balance kept increasing. We kindly asked the company to provide a new bill of lading with the final estimate of $3,800, which they refused to provide. We were then faced with a situation where if we did not pay, they would not give us our belongings, but they would not provide us with written proof of the new balance nor the receipt for the payment submitted. When we asked for a receipt as proof of the cash payment given to the drivers, their response was that it was the “subcontractor’s” job to provide the receipt. After spending time on the phone, they “promised” they would give us the receipt, but until this day, we have not received any receipt of any updated paid balance.
  b. DAMAGES The movers caused a large amount of irreversible damage to many of our items, including the loss of screws. Our boxes arrived in an unacceptable condition, and they even lost one of our boxes with our items. Attached on the pdf file, you can see the photos of all the damage.
  c. CHANGE OF DATES We were told to give a date for drop off, and the date set was Friday, August 18, when our lease start date was in our apartment in Royal Oak MI. We accordingly scheduled our time off from work for August 18 and bought non-refundable plane tickets to receive the movers.
  However, the movers never showed up on August 18, and we had to cancel our flights at the last minute because we were told we were "not assigned a driver" by customer service, who refused to transfer us to the dispatch department.
  The people from the dispatch department never picked up any of our phone calls.
  
  We tried complaining MULTIPLE times to US Interstate and Rail's customer service and have not yet received a fruitful response. There was always a miscommunication and misinformation on their end that had to be justified the next time by a "price increase."
  
  JOB NUMBER *********

  Business Response

  Date: 09/21/2023

  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 June 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 $998.96 to secure position on our calendar for first availability pickup date of 07/22/23 - 07/23/23.
  

  On July 18, 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 $652.00
  
  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.
  

  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 estimate was based on the items that the customer provided.
  - Claims information has been provided to the customer.
  - Terms of payment in the binding moving estimate: At delivery the balance is due prior to unloading in the form of Post Office Money Order or Cash only.
  
  Customers desired resolution was for a refund in the amount of $1650.96. 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.