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:09/18/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 24, three movers from US Interstate and Rail LLC arrived to begin my move from ******** to *******. From the outset, it was a nightmare - not only did I have to pay these people more money than originally quoted, they only took a fraction of the items I was originally contracted to have moved. The rudeness of the moving dispatcher was shocking! I was told my items would be 5-7 days behind me in the move.
  It is now September 15th, to date my furniture hasn't been delivered and no one I have spoken to on the phone will tell me ANYTHING. On September 7th, the contracted end delivery date, I was told my move was now a priority. But no further details are given on the location of my furniture or when items will be delivered.
  I call 2 to 3 times a week to be told nothing and the real kicker, I am expected to pay them another $1000.00 BEFORE one stick of furniture is unloaded!

  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 May 7, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $1031.00 to secure position on our calendar for first availability pickup date of 07/23/23.

  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, we are actively working on executing 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:09/14/2023

  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.

  My wife and I booked this company for our move from ******* area to *******. We paid an additional five hundred dollars cause the original estimate was missing items from the inventory somehow. We paid an additional three thousand dollars when they came to pick up, cause they needed more space. We were told to expect all our belongings by the seventh or ninth of this month. It is now the fourteenth, and not only do we not have any of our possessions, we cannot get anyone at the company to give us an update as to where our possessions are currently. We have the twelve hundred dollars they told they required before they even opened the truck, but we can't even get anyone to just tell us where our possessions are. Which is the exact opposite of what we were assured by both the company and the driver for the company.

  Business Response

  Date: 09/14/2023

  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 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 $1507.00 (via electronic check) to secure position on our calendar for first availability pickup date of 09/01/23 - 09/02/23.
  
  On March 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 $565.00. 

  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.
  

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

  - The acknowledged and agreed to delivery spread is for 09/7/2023 to 10/20/2023

  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.

  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:09/13/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted this company to move me from ******** ** to my new home is ******** **, I gave them my credit card information to complete this transaction. I called them to confirm the date they promised to deliver and was informed by the company supervisor **** that I would have to send them a cashier check or wire them the money due to their credit card machine being down. I explained to **** I don't' have the cash and when I signed the contract my credit card was okay to pay by. She informed me that the machine is down, and they don't' have an estimated time frame on when it will be up. My first payment was for $900 which was paid using my credit card , 2nd payment was accepted for $500 with my credit card. I called back yesterday 9-12-2023 and today 9-13-2023 and she is still telling me the merchant card system is down. I checked with my credit card company and was told the system isn't down on their end and its very unlikely that a merchant credit card company would be down for this amount of time. I'm handicapped have moved and don't have any of my personal items, furniture etc. I had my sister try to book a move and offered her credit card they accepted it so how is the system down if you can accept a new client but not someone trying to pay off the bill. I need this matter resolved so I can get my items and start my new life in my new home.

  Business Response

  Date: 09/13/2023

  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 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 $930.42 (via credit card) to secure position on our calendar for first availability pickup date of 09/08/23 - 09/09/23.

  On September 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 $500.00.

  On September 11, 2023, our company was informed that his credit card was declined for Pick Up payment. Company advised customer to call his bank to proceed to make Pick Up payment via wire transfer. 

  Customers desired resolution was for a refund.  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. The customer was successfully picked up. 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:09/13/2023

  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.

  Got flyer in the mail regarding moving company( US Interstate and Rail) since I was moving and called for estimate on 8/1/2023. I spoke to a gentleman as we went over details of my move and also inquired regarding then moving company storing my furniture for at least a few weeks before I could get it delivered to my new address, which was just down the street from my move out address in the same city. I was assured that the company could do this with no problems, so I go every setup. I asked the person on phone if they have any type of military discounts, he indicated they really didn’t but he told me that what he would do if put me in some type of VIP status with their company therefore, I would not be charged for the storage portion of my my and basically only a one address to another address delivery that would save me money. After going over potentially what items I had the total charge I was given was right at $1450.00 and I had to pay a $710 deposit that day, which I did and my move out date was set for 8/17/2023. Ultimately while packing up some odds and ends I did have 12 more boxes, I packed with each box stating they were 4.5 cubic feet, which I called company to let them know if the additional boxes and was assured that was no problem. The movers showed up on 8/17/2023 and as I told them about the additional boxes, they called company regarding this and I was told that I would have to pay an additional $3500 on top of the $1450 that I was originally told for the total move. I spoke to some at the company and told them this was right to charge me this excessive amount but being in a no win situation, having to move on this day they just knock the price down to just $2500 which I still did think was right but I paid. After about 2 weeks I was able to move into my new place on 9/1/2023, which I called and multiple times to try and get my furniture delivered on 9/01/2023 and was told multiple times that the company has a window they might deliver and they have up to 9/31/2023 if they choose. Also with inquiring about delivery I was told multiple times by multiple people, that this company does not do same city to city moves as they are a state to state moving company and don’t know why they were doing this job. I finally after multiple phone call spoke to a *****, who finally assured me they would deliver my furniture on 9/1/2023. When movers showed up on 9/1/2023 and started unwrapping my furniture I noticed there multiple blankets very wet that had been wrapped around my furniture and after unwrapping there were multiple pieces of furniture severely water damaged ultimately destroying multiple pieces of furniture which I was told by the foreman of the group apparently the warehouse that my furniture was stored had a water leak as there was a couple days of rain during the time of storage. Also the movers seemed to be very careless when moving my furniture in home, sliding pieces of furniture across wood flooring, putting multiple deep scratches in wood and banging furniture when unloading causing damage to multiple corners of furniture. I feel this company lead my on from the get go as to find out they do no do moves as mine and charged me much more day of move putting me in a no win situation as I had to move on that day, then having multiple pieces destroyed and wood flooring in my home severely damaged and when trying to call back multiple times to speak with *****, who I finally found out he is supposedly the CEO/Owner of company regarding all these issues, no one would allow me to speak with him

  Business Response

  Date: 09/13/2023

  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 1, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $741.50 (via credit card) to secure position on our calendar for first availability pickup date of 08/16/23 - 08/17/23.
  

  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.

  - Customers Delivery Spread : 8/30/2023 to 9/30/2023
  
  

  Customers desired resolution was for a refund. After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate.  Therefore, no refund can be processed in any form.

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

  Customer Answer

  Date: 09/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This company has not been in constant communication as I have called multiple times on multiple days and was not able to speak to the person I had ask to speak with. There is no way my move should have cost over 3 thousand dollars from moving 0.4 miles down the road, this company is known after reading other complaints to pull a customer in with giving them one price at the beginning and then once the movers get to day of move they charge a customer much more, basically holding a customer hostage with moving when, like me I had to be moved out on that date and had no other option at that time be to do whatever was needed to get moved. Then when calling this company, there is no way from a video taken by drivers that then telling me that I had over double the cubic feet and charging me over double the original pricing. Then at time of delivery the movers brought wet totally destroyed furniture to my new home, while sliding furniture across wood flooring and steps putting deep scratches all over flooring. Also movers were not paying attention and sat furniture on street in feces (poop), then brought that into my new home sliding that across the upstairs carpet getting feces all over the place, but company does not seem to want to address that after I have called multiple times? I was supposedly put in a “VIP” status with the company and not charged for furniture being storage and charged over $3000 while the foreman of the group stated more than once, it seemed like I was being charge there long haul carrier rates from state to state, when I was just moving from same city to city 0.4 miles down the street? It is insulting to see their response by telling me they would give me a discount on future moves. I laugh at that as sure you’ll give me the initial price then once movers get to pick up like every other time, charge double. I would never use this company again.
  
  Sincerely,
  
  
  
  *** ********

  Business Response

  Date: 09/14/2023

  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.
  

  - Claims information has been provided to the customer.

  
  Customers desired resolution was for a refund. After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate.  Therefore, no refund can be processed in any form.
  

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

  Customer Answer

  Date: 09/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this company has got to be stopped the way they do business. All they do is send generic responses back stating they will give me a discount on future moves which supposedly I was getting a discount on the move I did and charged over double. They have not been in communication with me as I am the one who called multiple times asking to speak to management and only told they were unavailable. They have yet to speak about the flooring damage and feces (poop) dragged across my carpet. This is unacceptable and this company needs to be held accountable.
  
  
  
  Sincerely,
  
  
  
  *** ********

• Initial Complaint

  Date:09/12/2023

  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.

  A sales representative from USIR, ****** *, drafted the binding estimate as attached below. He stated that the company does not accept credit cards, debit only, and that I needed $400 cash for the truck driver upon pick up. The rest of the amount agreed upon, as seen in the documents, would have to be paid in cash upon delivery of the items. The home items were picked up promptly days after the $1000 deposit and the pick up driver was given $400 cash. ****** stated over the phone that "we were in luck and the items would be delivered to the end destination in 4 days." I had to purchase a flight to be available for the estimated delivery in FL (I currently live in IL). The items never came. I had contacted the business 2-3 times each week following to check on the status of my delivery since I would have to purchase a new flight to be present for the delivery. NO ONE from the business was able to assist, including supervisors. I had booked a new flight for the last possible delivery date of 8/27/23 as seen in the document "Letter" uploaded. The home items were still not delivered as promised. After contacting another supervisor they stated that I am eligible for receiving $25 daily for late delivery. It is now 9/11/23 and I am still without my delivery. After contacting a corporate supervisor today, they stated that there is nothing they can do, and I may hear from a delivery driver in 7-10 business days. I requested the exact location of my items (that remain in a warehouse in IL) and stated that I wanted to pick up the items and have my deposit and $400 cash refunded. She stated I can request this over email. However, I will not receive a refund if I chose to do so. I need my home items delivered NOW as this is FRAUDULENT to hold my items hostage past binding contract delivery dates and offer no solution or refund.

  Business Response

  Date: 09/12/2023

  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 10, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $1043.80 (via electronic check) to secure position on our calendar for first availability pickup date of 07/24/23 - 07/25/23.
  

  On September 12, 2023, the company confirmed with customer that their goods will be loaded for Delivery 09/14/2023. The customer stated she will paying her delivery balance of $650.00 via cash.

  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.

  Thank you for your time and attention to this matter.
  

  Customer Answer

  Date: 09/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the service has not been completed. The only communication the business has provided on 9/12/23 is because of the complaint filed on 9/11/23. Had there not been a formal complaint, I am to believe I would never have received a call from the company. I do not trust that they will have the items on the truck 9/14/23, as they have never been able to provide an exact date during the multiples calls I had placed to their company and various “supervisors”. They believe that the matter is resolved once the items are placed on a truck - this is not the case. The matter will only be resolved once the driver and truck are at the end destination per the contract where I will be paying the $650 cash. I have paid every amount that is due up until delivery; therefore, I have considered this a hostage situation of my goods. To reiterate, this case will remain open with the BBB until the service paid for is completed. 
  

  Also, I am entitled to $5 per day for every day late past delivery deadline as per the binding contract states. The accumulated amount is currently $85 as of today. I will continue to keep track of this reimbursement daily until the items are delivered. I expect this reimbursement to be provided in a timely matter after the items are delivered. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:09/12/2023

  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.

  Like the other complaints, I was given an inflated estimate "just to be safe," told a different amount at pickup, and pressured to pay more for invented "extra" space. Good thing I recorded the driver telling me the actual square footage - I was able to argue them down. Pickup was July 26.
  
  My first available pickup date was July 31, the day after I’d planned to arrive. Before arrival, I called the driver to check on the status. Someone else picked up the phone, told me that my driver was “in the hospital,” and that the items had not yet moved from New York.
  
  I have called US Interstate and Rail half a dozen times, and received, almost word for word, the same treatment described by everyone else for the last month and a half.
  It became apparent that their deceptive business practices (“first available delivery date” implies that the items will be delivered on or close to that date, to any reasonable person), false verbal assurances, and the contract itself ensure there is literally nothing I can do.
  
  They cannot give me a delivery date or tell me where my items are, after 5 plus calls. They can't give me proof that they still have my items. They refuse to give out any information whatsoever. Repeated emails are unanswered.
  
  It's now September 11, a day away from their absurd contractual "30 business days" "delivery spread", and I have not gotten a call. It’s clear that my items have not budged from New York, if they aren't long gone. The contract states, "We guarantee delivery to take place within 30 business weekdays day of the date first available for delivery."
  
  I spoke to an agent today who again told me nothing, and would "notify dispatch" who were, of course, "unavailable" and I would receive a call from them within 24 hours with an update. No guarantees though, of course! Just call them if I don't hear back (I'm almost certain I won't).
  
  USIR has not delivered on its only job. Total scam. I demand the safe delivery of my items, and a full refund.

  Business Response

  Date: 09/12/2023

  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 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 $803.00 (via electronic check) to secure position on our calendar for first availability pickup date of 07/26/23 - 07/27/23.

  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 12, 2023 the company was in contact with customer and provided update on Delivery schedule. 

  Customers desired resolution was for a refund in the amount of $2380.75.  After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate.  Therefore, no refund can be processed in any form. However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences.
  
  Thank you for your time and attention to this matter.
  

• Initial Complaint

  Date:09/12/2023

  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.

  I was initially given a quote and during pick up the quote was almost doubled. This was a cross country move from **** to **. I gave them my updated address two weeks ago and my stuff is STILL in **** with an expected delivery date of 9/1/23. They told me I have until 10/16. The reps I spoke with *****, ***** and ******** blatantly lied and promised multi things. Now I can’t get ahold of them. One of which my belonging would be shipped and stored in Ohio. Please don’t use this company.

  Business Response

  Date: 09/12/2023

  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 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 $4882.71 (via electronic check) to secure position on our calendar for first availability pickup date of 07/31/23 - 08/01/23.
  

  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.”  

  The company was in contact with customer on 09/11/2023 and provided update about Delivery schedule. The customer's delivery spread is 08/31/2023 to 10/16/2023.

  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 but we have executed our end of the estimate. 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:09/11/2023

  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.

  Horrible company.
  
  1st issue was with **** when I initially called to ask about the cost of a move from ** to **. He assured me that Interstate&Rail was not a brokerage company like a lot of others...well the movers who picked up & delivered my items told me they did not work for this company & are just contracted.
  
  Then I went over a VERY detailed list of my items (everything was in boxes except a few furniture pieces & 8x10 rugs. I gave the exact # of boxes & sizes) & I was told I would need 596 cu.ft. I okay that (KNOWING it's an estimate and might be slightly different when they arrive) & then when they arrived to pickup my items I'm told I need 1300 cu.ft, but yet there is nothing new that wasn't on my inventory list. I can understand it being off a little & that would be ok...but trying to DOUBLE my cost due to THEIR error the day of my move knowing that there wasn't much I can do on short notice is unprofessional. THEN, the driver told me he doesn't even have 1300 cu.ft left on his truck only 1000...so they wanted me to pay for 300 cu.ft of space that wasn't even available on the truck.
  
  I finally said forget it & pack 596 cu.ft worth of stuff & I'll take the rest...magically all of my items fit in exactly 596 cu.ft of space on the truck.
  
  Delivery was awful. The group who delivered my stuff refused to give me a copy of my inventory list, when I told him several items were missing. He made me sign copies on his phone & told me I can email to file a claim for the lost items.
  
  After filing a claim to be reimbursed my several lost and damaged items it came out to $66. A JOKE. They won't refund me the couple hundred for lost items, only the .60 per/lb of "damaged" items.
  
  Obviously they are low on funds and will manipulate customers out of as much as they can to keep this business going. This business should NOT be allowed to continue to operate due to the manipulation and deceitfulness of the company and their employees. What happened to good honest businesses?

  Business Response

  Date: 09/11/2023

  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 13, 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 $1905.13 (via electronic check) to secure position on our calendar for first availability pickup date of 07/18/23 - 07/19/23.
  

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

  -We have called the customer and provided claims information.

  Customers desired resolution was for a refund. After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate.  Therefore, no refund can be processed in any form. However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences.
  
  Thank you for your time and attention to this matter.
  

  Customer Answer

  Date: 09/12/2023

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

  YOU did not call me to provide claims information. I called YOU to obtain it. I submitted my claims documents with all of the required proof of damaged and missing goods. 

  My request for resolution is NOT a refund of the move. I'm aware of the contract signed. My request for resolution is a REFUND OF MISSING ITEMS. Several of my items were lost/missing and you denied a refund for those items in my claim. You only approved the items that were damaged to receive the agreed .60/lb refund. Again, I accept the .60/lb refund of damaged goods because that was in the contract. However, not reimbursing for the MISSING AND LOST items that I had reported to the movers the day of delivery is unprofessional and no where in the contract does it state that there is no compensation for missing items. 

  Again, this company should not be allowed to operate if they are financially struggling enough to where they cannot reimburse for a a few inexpensive missing items due to their movers fault. These items were packaged by their movers as well, not me. 

  Again, I'm not asking for a refund of the move. I'm simply asking to be reimbursed for the MISSING items that I submitted in my claim. 

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

  Business Response

  Date: 09/12/2023

  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.
  

  On August 1, 2023, the customer was provided claims information.

  In regards to this complaint, the Desired Outcome/Settlement is for a refund.

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

  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.

  Thank you for your time and attention to this matter. 
  

  Customer Answer

  Date: 09/13/2023

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

  You stated "On August 1, 2023, the customer was provided claims information." "In regards to this complaint, the Desired Outcome/Settlement is for a refund." 

  That is not true. My desired outcome is to be reimbursed for the furniture that YOUR movers not only PACKED but also LOST. Per the contract, I am not held responsible for that, you are liable. The company DENIED my claim for the missing furniture and only settled for the damaged furniture at $.60/lb for a total of $66. Again, I have no issue with the settlement for the damaged furniture at $.60/lb, because that was what was stated in my contract. 

  My complaint is the fact the company denied my claim for settlement to cover the cost of furniture that not only your movers packed, but clearly lost. My desired outcome is not for a refund of the move, it's for a refund of the MISSING FURNITURE, per my claim that was submitted. 

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

• Initial Complaint

  Date:09/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a quote from US Interstate & Rail for my move from Oregon to Connecticut. US Interstate and Rail hired TicTac Relocation to handle the loading and transport of my belongings. They left me with zero paperwork, no accountability, no copies and I’m still confused as to why they got to my house and tried to charge me triple the price of my moving estimate.
  
  I could not call the customer service line because it was 7 pm when they arrived and started discussing the process with us, the person handling the paperwork for Supreme Movers LA (which I found out later was TicTac Relocation) has not responded except for asking for ZELLE payments. After they arrived, *** (the project coordinator) made me sign a paper just to confirm that the 600 cubic feet that I had estimated before they arrived was the correct number before they started to review. At the end (11pm), he told me my move was going to be around 1440 cu. Ft., and started writing the new numbers on THE SAME PAPERWORK HE MADE ME SIGN AT THE VERY BEGINNING OF THE INTERACTION. I told him, that paperwork is not accurate, I did not sign it with this new estimate especially because it is wrong. I told him I’d have to confirm with US Interstate – but the call center/customer service wasn’t around and nobody answered my call nor called me back. I was furious and did not sign the paperwork, which he then proceeded to tell me they’d have to unpack all of it, and if we didn’t sign they would take legal action against me. I told him I cannot sign it till I speak with your team, and he told me to contact them once we did, and left with our stuff in the truck.
  
  It's been over a month and US Interstate and TicTac Relocation are not responding to my calls/emails and I still do not have my belongings. I do not know when they will arrive, nor do I have any way to contact anyone to help me. I'm going to seek legal council and take this to the next step.

  Business Response

  Date: 09/10/2023

  We have received consumer complaint and have thoroughly reviewed the 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 22, 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 $1822.00 (via electronic check) to secure position on our calendar for first availability pickup date of 06/18/23 - 06/19/23.
  
  On June 4, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional 231 cf which required an additional payment of $1015.00

  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.”  

  Customers desired resolution was for the adjustment in price rescind to the initial cost. After field reports, 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:09/06/2023

  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.

  US Interstate and Rail gave an estimate of $1869.85 to move a small 1 bedroom apt from Chicago to New York City. I paid half of that up front ($934.93) from checking on 7/16/23. USIR rep stated that they were not a broker, that they had their own trucks and that they could deliver within 3-7 days of the pick up dates (8/7 or 8/8). A USIR rep checked in with us on 8/1 and asked for pictures of the items being moved and revised their estimate upwards. The new estimate was $2244.00 of which I paid half of the increased estimate - an additional $445.07 - with the stipulation that we would be charged by the actual cubic feet, not the estimate, and it was much better to overestimate the load in order to avoid much higher fees on the day of pick up. On 8/4, USIR sent me a Bill of Lading with a non-guaranteed delivery period of "up to 30 business weekdays beginning with the first date indicated as available for delivery." I called USIR immediately. I asked for a more reasonable delivery window and inquired about their Premium Guaranteed Service (PGS). They could not tell me anything about PGS, available delivery dates, or anything beyond the pick up date. They said the only person who could was the driver/crew at pick up. (Exactly what I would expect the BROKER to do.) Unable to get any answers or resolution from USIR, I canceled the job on 8/4. Because USIR did not disclose this info until after the 7 day window to cancel, it is their "policy" to retain my $1380.93. Other than staff time spent taking my money and lying to me, USIR performed no services, and incurred no expenses. In my last phone communication with USIR on 8/6, the rep said that she was sending it up for resolution and I would hear back in a few days. I have not heard anything from USIR since that conversation, even though I sent a follow up email a few days later. I would like my $1380.93 refunded. See page 2, section E of the Bill of Lading (attached)

  Business Response

  Date: 09/10/2023

  We have received consumer complaint and have thoroughly reviewed the 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 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 $934.93 (via electronic check) to secure position on our calendar for first availability pickup date of 08/07/23 - 08/08/23.
  

  On August 1, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional 88 cf which required an additional payment of $446.00. 
  
  The company received the customer's formal cancellation on August 6, 2023. Our cancellation policy was acknowledged and agreed upon by the customer.

  In addition to the mentioned above statements, US Interstate and Rail LLC stands by our assertion and thereby 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.