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:09/06/2023

  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.

  To whomever this concerns,
  
  On July 22, 2023, I was given this company via an online referral;
  US INTERSTATE AND RAIL LLC at (419) 405-6683. **********
  ************************************
  DOT# ******
  First contact was with ****** / Dispatch ***-***-**** ext #***
  USIR Long Distance Moving Co.
  MC #*******
  This company misrepresented themselves and lied about their services, etc. I am sitting in ************, ********, it's been 10 days and my furniture is not here! THE COMPANY TOLD ME, from the beginning and on the 26th of August when they picked up my items that Monday my furniture will be coming across and be delivered around Labor Day weekend. I called them today, Sept 4&5, and they said " It's still in Arizona at the hub waiting for a route/truck/driver. There is no ETA!. Also, what they calculated my items to pick up wrong and I was forced to leave items behind on 8/26/2923. This company mishandles, steals, and puts the customer in a major bind financially and emotionally. They asked for the money up front and they do not deliver.
  
  I want my money back or most of it for misrepresenting and putting me and my mother in a financial hardship. I want my furniture ASAP! This is unacceptable and I'm extremely upset!
  
  I need this resolved I need help. I am sleeping on the floor. I don't have my furniture! I work from home, and this puts me in a major bind that I have to buy a folding table and chair to work.
  
  I don't recommend this company to anybody, I'm filing a major complaint! I want my possessions delivered, part of refund for financial hardship and stress they put me in. I believe this company is a scam and this experience is a nightmare! My mother was a witness to all this.
  
  My mother has all the documents since she helped me with this move. Her name is **** ******** ( +***********)
  
  Ty, **** * ***** ***-***-****

  Business Response

  Date: 09/10/2023

  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.
  

  Timeline of communication and events:
  
  On July 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 $1093.50 (via electronic check) to secure position on our calendar for first availability pickup date of 08/26/23 - 08/27/23.

  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.” The Bill of Lading was acknowledged and signed for the delivery spread of 9/1/2023 to 10/17/2023. 

  Customers desired resolution was for a refund and 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. The company is actively working on customer's delivery. 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 is a typical response from them. Every single complaint, from others, are similar.

  I want my furniture and my money refunded since this is unacceptable. No normal moving company holds your furniture and boxes for weeks or months, with no date of delivery. They have put me in a very bad financial hardship and I am unable to pay bills from buying items that I have no access to since they are holding still in Arizona ( looking for a driver). Now, they said "from 9/1 to 10/17 for delivering". I am mentally stressed and fatigued over this. My family is in a predicament and my mother has gotten sick over this. 

  That's all unacceptable and unfair. I want this resolved and this company needsto go oit of business for shady business practices and, withholding information and lying to the customers. Thank you.

  
  
  
  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.
  
  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 Bill of Lading was acknowledged and signed for the delivery spread of 9/1/2023 to 10/17/2023. 

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

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

   

  Customer Answer

  Date: 09/15/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:delivery spread of 9/1/2023 to 10/17/2023 is unacceptable and this is not what we signed. They continued to guarantee 7 to 10 days from pickup (8/26/23). I want my furniture and items delivered in 7 days, and my money refunded or I am getting an attorney! I can not wait without my furniture for over a month! I would never recommend this moving company and would never use them in the future! USIR needs to go out of business for deceitful practices. 
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:09/05/2023

  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.

  We hired an unethical moving company on July 27 2023. They used the following tacktics to scam us and destroyed our possessions: I was being forced under EXTREME DURESS and COERCION VIOLATION OF CRIMINAL CODE RCM916h and there was no MUTUAL ASSENT A VIOLATION OF CA CIVIL CODE S1580 and in VIOLATION OF ELDER ABUSE CIVIL CODE S12650
  
  Please see attached letter emailed to the company, twice, with no regard or reply. The damages amount will be higher as with every box I unpack, there is continued damage.
  
  I cannot afford a lawyer, but it is my understanding that there are many victims and I would like to see a class action suit that would help the victims with their loses and put this company out of business. Thank you

  Business Response

  Date: 09/10/2023

  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.

  Timeline of communication and events:
  
  On July 27, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $2343.26 (via electronic check) to secure position on our calendar for first availability pickup date of 08/23/23 - 08/24/23.
  

  On August 19, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional 200 cf which required an additional payment of $1780.00.

  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 binding moving estimate was signed and agreed to prior to accepting a payment.
   
  - The estimate was based on the items that the customer provided.
  

  -The forms of payment outlined in the binding moving estimate under “Terms of Payment” clearly states: At      delivery the balance is due prior to unloading in the form of Post Office Money Order or Cash only.

  - 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: 09/14/2023

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

  It is not truthful, please see attachment.

  
  September 14 2023
  US Interstate and Rail
  **** * ******* **** ** ** **
  Radnor, OH 43066
  RE: Job No *********
  Attention: ****** ******
                  ******* ****
                  ***** ******
  ******, ******* and *****,
  Date Sent: 9/10/2023 3:38:32 PM
  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 27, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $2343.26 (via electronic check) to secure position on our calendar for first availability pickup date of 08/23/23 - 08/24/23.
  On August 19, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional 200 cf which required an additional payment of $1780.00.
  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.SEE ITEMS 6, 7 AND 8 BELOW FOR CLAIRIFICATION, THIS STATEMENT IS FALSE!
  
  To address the allegations we would like to provide the following:
  
  - The binding moving estimate was signed and agreed to prior to accepting a payment.
   
  - The estimate was based on the items that the customer provided.
  -The forms of payment outlined in the binding moving estimate under “Terms of Payment” clearly states: At      delivery the balance is due prior to unloading in the form of Post Office Money Order or Cash only.
  - We have called the customer and provided claims information.THIS STATEMENT IS FALSE, US INTERSTATE HAS NEVER CALLED US, RATHER THEY DO NOT TAKE OUR CALLS.
  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.
  
  In response to your statement to the BBB, these are the items you did not discuss:
  The signed document generated by you intitled: “Understanding of your Estimate”. There are many discrepancies in this document. As follows:
  1. Professional Door to Door Service was not provided by your company, your call people who are not professional through a central dispatch system. Further, the people you send out are not movers at all! They are unskilled laborers, who are very rude, throw your items around in a careless manor and walk off the job before they are finished while laughing at the customer.
  2. Expert advice and guidance were not provided, there was only one follow up email made by ******* **** on August 17, 2023 to revise the estimate. The amount of the job was raised to $7,287. and an additional $1,780.00 was collected in the same manner as before, via email with someone coaching me and no time to read what I was signing. 
  3. I did not receive an itemized inventory at the pick up
  4. The driver at the pickup refused to pick my belongings without agreeing to raise the price to $21,298.68, at that price he agreed to take ALL of our belongings!
  5. ***** offered 6 wardrobe boxes and 25 extra boxes, FREE, this was a lie.
  6. Page 2 Item 4 of your contract and Item 5 From FMCSA Federal Motor Carrier Safety Administration states “Once your mover loads your shipment, your mover's failure to execute a new binding estimate or to agree with you to treat the original estimate as a non-binding estimate signifies it has reaffirmed the original binding estimate. Your mover may not collect more than the amount of the original binding estimate” you are in breach of Contract and in Violation of Federal Regulations.  Your operator sent an email and called me at 1:08 PM MST so 12:08 PM CA time, several hours into the move,most of the items were loaded on the truck! THEREFORE, PER YOUR CONTRACT: “IF THE CUSTOMER HAS NOT SIGNED THE MOVERS REVISED ESTIMATE, AND THE MOVER LOADS THE TRUCK, THEN FEDERAL REGULATION REQUIRES THAT THE MOVER HAS REAFFIRMED THE ORIGINAL ESTIMATE AND CANNOT DEMAND ADDITIONAL PAYMENT AT DELIVERY FOR THE ADDITIONAL ITEMS” Based on YOUR CONTRACT the job should have been $7,318.38 not $21,298.68;a difference of $13,980.30
  
  7. **** loaded the truck before I signed! 
  
  8. AFTER PROMISING TO LOAD EVERYTHING IF I AGREED TO PAY, HE SAID IT WOULD ALL FIT ON THE TRUCK!! HE THEN QUIT LOADING THE LAST ITEMS AS SOON AS I SIGNED THE CONTRACT, UNDER EXTREAM DURESS AS THE TRUCK WAS ALMOST COMPLETELY LOADED! 
  
  9. Then he stole from us! He said “I am not going to take this 4 man boxed tent, can I, have it?” He just grabbed it and put it in HIS car right in front of us! He was also refusing to take my coats that were in the coat closet, I begged him, I need the coats. He told me “If you give me $100.00 cash, I will take the coats”. **** extorted money from me! 
  In review, **** broke many laws, he stole, he extorted money, he threatened a disabled senior citizen aka Elder Abuse, used extreme coercion and duress, and forced our hand in signing a contract we could not read and did not have mutual assent. 
  ITEMS LEFT IN CA AND DOLLAR AMOUNTS OF LOSSES DUE ***** *****:
  1. 2 Step ladders                                                          $200.00
  2. Our Tools that were boxes                                         $150.00
  3. Skill Saw Boxed                                                        $140.00
  4. Cement Finishing Tools   Boxed                                   $ 70.00
  5. Baby Car Seat                                                           $190.00
  6. Infant Mattress                                                          $150.00
  7. Area Rug                                                                   $320.00
  8. Small Wool Door Mat                                                  $110.00
  9. Flat Dolly                                                                   $125.00
  10. China Set, Boxed                                                       $1085.00
  11. TV     small                                                                 $300.00
  12. 3 Beach Chairs                                                           $240.00
  13. Beach Umbrella                                                          $120.00
  14. Bissell Mini Vacuum                                                      $250.00
  15. 3 Coil Hoses Boxed                                                      $180.00
  16. 3 Garage shelves                                                          $750.00
  17. 4-man tent STOLEN                                                      $200.00
  18. 2 Hiking Tents Boxed                                                    $380.00
  19. 4 hiking sleeping bags boxed                                          $750.00
  20. Camp Stove    Boxed                                                     $160.00
  21. 1 regular small hose, all hoses boxed                              $30.00
  22. Maui Painting                                                                $600.00
  23. Italy Paintings                                                               $750.00
  24. Oversized Delsey Suitcase filled with Designer pillows      $1,200.00
  25. Cost to have remaining items removed for New Owner   $1,000.00  
  TOTAL DUE US FROM CA LOADING                                         $9,450.00
  
  At the Drop off, there were unprofessional laborers that walked of the job twice, my husband and I unloading the truck!
  ITEMS BROKEN DURING THE MOVE AND MONEY OWED ***** *****:
  1. CD Player                                                      $200.00
  2. Antique White Table                                        $150.00
  3. China Serving Tray and Dishes                       $2,000.00
  4. Lasagna casserole                                           $100.00
  5. Appetizer Serving Dish and Stand                      $75.00
  6. Crystal Serving Bowl                                        $200.00
  7. Homemade Dish                                               $50.00
  8. Large Turkey Platter                                         $200.00
  9. Crystal Wine Glasses                                       $1,800.00                                              
  Total Due From Damage during Transit               $4,775.00
  FORMAL REQUEST FOR MONIES DUE ***** *****, $13,980.30 OVER BILLING REFUND, PLUS $9,450.00 POSESSIONS LEFT AT CA HOME, $4,775.00 DAMAGED GOODS, FOR A TOTAL OF $28,205.30
  I filed a complaint with the Ohio Attorney General ***********, 
  I filed a Complaint with the Federal Trade Commission Report Number: *********, and 
  I filed a Complaint with the U.S. Department of Transportation ID# *********.
  
  Regards, 
  ***** *****, ************************, ***-***-****
  

  
  

  
  
  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.

  Client is in receipt of Claims Information. 

  More importantly, our end of the contract was in fact executed. In addition to the above statements, US INTERSTATE AND RAIL stand by our previous assertion and thereby will not be providing a refund in any form. However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences.
  
  Thank you for your time and attention to this matter.
  

  Customer Answer

  Date: 09/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 1. I did not receive this; Client is in receipt of Claims Information. US Interstate & Rail has not contacted me since the lady from Florida called on move day to collect money.

  I stand by what I said. This company lied to me, they misrepresented, they stole our property. They walked off the job while loading up and at the drop off location costing us aprox $15,000.00 in actual losses. They refused to load my photo albums and my husbands baseball collection, these thigs are priceless! The driver, ****, forced me to sign a contract under duress after the truck was loaded except what was in the garage. I do not have a copy if it because my computer and copy machine were packed, by the time we had internet a week later, the contract was expired on the email link. I only have the email time stamp proving when it was sent.

  I have family and friends who witnessed the losses in CA.

  This experience has felt like a fire destroyed our property and bank account, my husband and I are emotionally traumatized!
  
  
  
  Sincerely,
  
  
  
  ***** *****

   

   

• Initial Complaint

  Date:08/31/2023

  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.

  Moving from ********* to ******* told needed furniture june 16. Their delivery schedule gave 5 to 7 days. 9 weeks no furniture. No communication. Finally got hold of someone in bowling green home office I was called twice for a 24 hour notice only to be told they had the wrong person then I was told they had a driver 3 weeks later nothing. Now saying I had more cubic feet so will cost more. When they came they wanted $75 to move each heavy piece beside the $2700 cash I paid to deliver. They didn’t even take furniture to door. We had to do all the heavy lifting and moving ourself. Many broken items from just being thrown in truck. Would not tell us how to file claims so when we tried on our own they want the front and back of bill of lading which was never given only a partial copy on text want weight and price invoices from each piece. These are pieces from grandparents and parents so who knows where receipts are. Just want to make me med enough to quit

  Business Response

  Date: 09/05/2023

  We appreciate customer feedback, as a company, we are always looking for ways to improve our services. 

  In response to the online complaint we would like to address the following:

  
  On May 18, 2023 the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1641.26 and securing a position on our calendar.

  On June 6, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional 120 cf. which required an additional payment of $400.00.
  
  

  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.  These adjustments were for including but not limited to the increase in volume.

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

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

  - We have called the customer and provided claims information.

  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.
  

  Thank you for your time and attention to this matter.
  

• Initial Complaint

  Date:08/25/2023

  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 contract clearly states the delivery window on top and they have been holding our items on hostage.
  
  They charged more money for the items than was originally quoted.
  
  They still don't have a driver assigned, and when I asked if I could just pick the items up myself to drive them out to our new home, they told me I'd have to pay the remainder of my contract first. Before I can even get the address that shows where my items are, I need to pay them for a service they didn't provide? Even when contractually committed? That's called fraud.
  
  They deleted their Google business listing because all of the negative reviews started piling up. Unfortunately happened after we loaded our stuff up with them.

  Business Response

  Date: 08/27/2023

  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 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 $1241.00 (via electronic check) to secure position on our calendar for first availability pickup date of 06/26/23 - 06/27/23.
  
  
  We strive to accommodate customers arriving with the requested window for pick, due to unforeseen delays, no promises can be made.  The initial Moving Binding Estimate policy makes clear “All pickup,  load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates.”

  
  Premium Guaranteed service on or between agreed dates (07/12/23 - 08/23/23) is an optional service that is available to you at an additional cost. This optional extra service guarantees that your shipment will be picked up, transported to the destination and delivered on specific guaranteed dates. If the mover fails to provide the service as agreed, you are entitled to be compensated at a predetermined amount or a daily rate (per diem of $30.00) regardless of the expense you actually might have incurred as a result of the mover’s failure to perform.

  
  Customers desired resolution was for a refund in the amount of $1241.00.  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.
  

  Customer Answer

  Date: 08/28/2023

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

  I was lied to multiple times. I understand that the document throws in a convenient line saying that anything your agents say is an estimate. But that doesn't change the fact that you have lied to me multiple times, and lying is a form of fraud. 

  Lie 1: In the initial phone call, ****** stated that your company was not a broker and was a full-service company. That is a lie. The man that picked up my goods stated that he was not an employee of US Interstate and Rail and that he worked for another company entirely. You hire other moving companies/individuals on a contractor basis to move material. That is a brokerage, and therefore, a lie. 

  Lie 2: Also in the initial phone call, ****** repeated multiple times that your company had a truck going from UT to MO the last week of June that had space on it. Clearly, that was a lie. That truck w/ space never existed, as is evidenced by the multiple 1-star reviews saying that same pitch was used as a selling point before severe delays occurred. 

  Lie 3: When my goods were picked up, the mover told me that my items would be delivered "in the next 7-14 days". I pressed multiple times to ensure that was the case with him. Again, a complete lie, as it has been more than two months at this point. 

  Lie 4: Approx. one week after we arrived, on Jul 4 at 3:53 pm, I received a text from "*******" at "your moving company" saying that our delivery would be "sometime this week". That was a total lie. Again, still nothing after more than two months. 

  Lie 5: The contract shows a box on top that says "Delivery Window". There is no * or superscript to the fine print further on indicating that is merely an estimate. It is set up to look like a binding agreement date. That is misleading, and a lie. 

  Lie 6: Two weeks ago, a rep assured me that I was "next in the queue" to have my items delivered. As of last week, I still did not have a delivery date, despite the rep telling me that "hundreds" of shipments had occurred that week. "Next in the queue" is a straight-up lie. 

  Lie 7: The extra square footage I was charged was absolutely fraudulent. AFTER the mover had picked up my stuff and driven away, I was notified that I had additional square footage and needed to pay an additional $400. That is, frankly, ********. I worked in construction for 3 years, have flipped my own home, and have finished basements with my own two hands. I know how to measure cubic feet, and I was 50+ cubic feet UNDER the agreed-upon estimate. Since you already had my stuff, you held me hostage and charged me more. I was forced to sign, since I had no other recourse before our move. 

  Lie 8: When I asked for an address of where my goods are, I was told that I needed to pay the contract off completely before I could know that. The excuse (lie) provided was that it was "for security purposes". An extra $700 in your bank account does not make it any less of a security risk for me to go to the warehouse where my items are held. Nor do I believe that I would even be given an accurate address if I did pay you. That is a terrible excuse and is a lie. 

  I honestly don't believe you are a legitimate company at all at this point, and the fact that you took down your Google business profile tells me that you are in a lot of hot water with more customers than just me. 

  Let me be clear- I will be a thorn in your side until my items are delivered. I am NOT going to pay you a single dime above the most recent estimate, no matter what BS excuse you try to tell me. There is ample room in my cul-de-sac to back a truck in to my garage, there are no stairs, there are no extra steps, etc. All of these delays and everything else are on your end, we have been ready to receive our items since July 3rd. Don't you DARE try to charge me more for my items. 

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

  Business Response

  Date: 08/30/2023

  We appreciate customer feedback, as a company, we are always looking for ways to improve our services.
  

  In response to the online complaint we would like to address the following:
  

  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.” 

  
  After further review of the account, we have been in contact with the customer about the delay of delivery. 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:08/25/2023

  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.

  We hired this company to move my family from **** **** ****, **** to *********, ************. They significantly underestimated the price and did not disassemble furniture that would have reduced cubic footage, even though the written estimate stated that it was included. In addition, after everything was loaded onto the van, they required a 60% up-front payment instead of the 50% up-front payment that had been agreed upon in writing in order to receive direct delivery by as early as July 12th or thereabouts. As they had the furniture fully loaded on the truck at this point, there was little room for objection or negotiation, but we were happy to pay additional if we were in fact to receive delivery earlier.
  
  Instead, when I spoke to them on July 17th after hearing nothing, they stated I should hear something within 3 days and that "the delivery process had begun". In fact, I later learned a few days later that it might be another 6 days, when in fact it appears that my possessions were relocated to storage in either ****, *****, or ************, although no one would provide me with the address or exact location or DOT # of the warehouse.
  
  On July 31st, a representative guaranteed delivery by August 11th. Then, they stated that they had until August 23rd per the bill of lading and that they had no record of agreement to direct delivery besides their acknowledgement that 60% was paid up-front consistent with the direct delivery deposit.
  
  At this point, August 24th, we still do not have any information about where my possessions are located and they advised that I should receive a call in the next 5-7 days for further discussion of the delivery process. They also will not provide any information about their claims process until after delivery is made and payment in full is given.

  Business Response

  Date: 08/27/2023

  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 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 $1287.00 (via electronic check) to secure position on our calendar for first availability pickup date of 07/06/23 - 07/07/23.
  

  On July 1, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional 6 cf which required an additional payment of $588.00
  
  We strive to accommodate customers arriving with the requested window for pick, due to unforeseen delays, no promises can be made.  The initial Moving Binding Estimate policy makes clear “All pickup,  load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates.”

  Premium Guaranteed service on or between agreed dates (07/12/23 - 08/23/23) is an optional service that is available to you at an additional cost. This optional extra service guarantees that your shipment will be picked up, transported to the destination and delivered on specific guaranteed dates. If the mover fails to provide the service as agreed, you are entitled to be compensated at a predetermined amount or a daily rate (per diem of $30.00) regardless of the expense you actually might have incurred as a result of the mover’s failure to perform.

  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. 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: 08/29/2023

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

  It is simply untrue that the “contract was executed” as my possessions have yet to be delivered. Moreover, while I have spoken to US Interstate & Rail regularly, I have had to initiate every communication since July 1 (excluding the call from their third party drivers on the day of pickup twenty minutes—not the promised twenty four hours—before their arrival). During numerous of these conversations, they admitted that many previous representatives had given me misinformation and taken no notes on the calls. They also refused to review their recordings of the calls when I directed them to the time, date, and name of representative from my own notes. Furthermore, at no time did they notify me of the delay in delivery. I only happened to find out because I proactively called on August 22 (the night before the last day of the delivery spread) to confirm what time the driver would arrive. I did so because I was assured that there was no chance that the shipment would be delayed. In fact, in the week before, I specifically asked a representative what the procedure would be if the shipment was late; he refused to discuss that with me because it was “impossible” for that to happen.
  
  As to the estimate, I am not contesting that the final size of the shipment was not what I signed for on the binding estimate and bill of lading on July 7, 2023. My complaint is about the significant underestimation during both my first call with the broker and my quality assurance call. I do not believe that those estimates were made in good faith, but rather were attempts to quote me a far lower price and lock me into a contract. However, as I said above, I am not contesting the actual size of the shipment stated in the biding estimate and bill of lading, and my request for a billing adjustment is unrelated to this issue.
  
  In terms of resolution, my most pressing requirement is the timely delivery of my possessions. We are now well outside the time line of both the bill of lading and DOT’s standards for reasonable dispatch. My request for a billing adjustment stems directly from the objective lateness of this delivery. As the bill of lading clearly sets forth $30/day as the compensation for late delivery, I do not understand why that adjustment cannot be made at the time of delivery rather than after an obscure—and potentially lengthy—claims process. At the very least, I would like to know the procedures for this claims process now. So far, the only information I have been given is that if I call back to customer service after delivery and final payment, I will be provided with a phone number to call to begin a claim. Given that this is the same customer service line that has openly admitted to providing misinformation regularly, I believe it is very understandable why I do not see this as an acceptable resolution.
  
  
  Sincerely,
  
  
  
  ***** *. *********, Ph.D.

  Business Response

  Date: 08/30/2023

  We appreciate customer feedback, as a company, we are always looking for ways to improve our services.

  In response to the online complaint we would like to address the following:

  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.” 

  After further review of the account, we have been in contact with the customer about the delay of delivery. 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: 08/31/2023

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

  The bill of lading very specifically sets forth August 23, 2023 as the final day of the delivery spread. Moreover, even if there were no dates listed, DOT standards of reasonable dispatch would have set approximately August 14, 2023 as the latest expected arrival time (although I absolutely would not have signed a bill of lading without a stated delivery spread). As the shipment has not yet been delivered, it is categorically untrue to state either that it is not delayed and/or that the “contract was executed.”
  
  With regards to communication, as I previously stated the only reason I was informed of the delay was that I called to confirm the driver’s arrival time as I had been previously assured they would be coming on the 23rd (if not sooner). As I have initiated every communication since pickup, it is highly unlikely that US Intestate & Rail had any plans or intentions on calling me later that day. More importantly, however, this was far past the time when they should have made me aware of the delay. FMCSA and DOT regulations specifically hold that the mover has an obligation to notify the client “as soon as the delay becomes apparent.” While I do not know the exact location of my possessions—as US Interstate & Rail has also ignored my requests and their obligation to provide the name and address of the warehouse—the most recent information I was provided was “in *****.” Even estimating from the easternmost towns in *****, and assuming the most direct route with no other deliveries, would require well over 1800 miles of driving to **********. When my possessions were not loaded—or even scheduled for load and assigned to a driver—by Saturday, August 19, it should have been abundantly clear that there was virtually no possibility of the shipment being delivered on time, and I should have been immediately notified.
  
  Reiterating my previous response, resolution at this time needs to consist of the delivery of my property without further delay, and either a direct adjustment of the bill reflecting the $30/day listed in the bill of lading or the provision of the contact information and procedures for the claims department.

  
  Sincerely,
  
  
  
  ***** *. *********, Ph.D.

• Initial Complaint

  Date:08/25/2023

  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.

  The representative with whom we booked ******* of US interstate and Rail) quoted us for a specific amount of space and items—489 cubic feet at $6.50 per cubic foot, and 64 total pieces. The representative explained that we would only be charged for the space that we used.
  
  At pick up, the foreman stated that we were under the estimated number of pieces and this was confirmed by paperwork. The total number of pieces was listed at 58. And he estimated our utilized space at approximately 380 cubic feet.
  
  On our first invoice following pick up, we were charged for the quoted amount of 489 cubic feet and we received a charge listed as “ADDITIONAL” for the amount of $826.
  
  When contacting customer service, representatives were unable to give me a specific amount of space and/or number of pieces that were in our order.
  
  After customer service was largely unavailable for a number of weeks, an *** *****, who described himself as the general manager of the operations company (Handle With Care Moving and Transportation LLC), stated that we had used 600 cubic feet of space and that he could send us a picture of our items (without scale) but otherwise was unable to provide proof of the space we used.
  
  *** ***** stated that we needed to pay 70% of our remaining balance in order for our items to begin shipping. During this conversation on the phone, *** presented as rude and unhelpful stating that we had “wasted the time” of customer service representatives.

  Business Response

  Date: 08/27/2023

  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 24, 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 $1010.20 (via credit card) to secure position on our calendar for first availability pickup date of 08/04/23 - 08/05/23.
  On August 4, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional 203 cf. which required an additional payment of $826.00.
  
  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.  These adjustments were for including but not limited to the increase in volume.
  
  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. 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:08/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 23 after holding my items ransom for over 2 months after they tripled the price from the original quote I agreed to give them a reasonable payments the person over the phone which I get a different person from several different states every time I call told me they would agree to accept that finally when the drivers arrived at 9:00 at night they told me no they wanted the full payments and refused to even open the truck I eventually called local police who told me this is a civil matter and there is nothing they can do I cried and begged telling them that my son had his medical equipment in there they did not care they called their so-called boss and left insisting that I pay them an amounts that is more than three times what my original quote was and what the stuff in the truck is worth but my son's medical equipment and personal items or another story you cannot put Worth to that they need to be stopped.

  Business Response

  Date: 08/23/2023

  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 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 $1297.15 (via electronic check) to secure position on our calendar for first availability pickup date of 06/18/23 - 06/19/23.
  
  Our company also strives in saving customers money, unfortunately upon arrival the company noticed that the volume that customers 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 July 30, 2023, the customer called requestion to change their First Available Delivery Date to 08/04/23.

  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.
  
  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.

  
  

• Initial Complaint

  Date:08/23/2023

  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.

  On June 20, 2023 we were contacted about a move. With a good quote we made a dumb decision to with them. After our phone call we read some of the reviews and figured we would cancel the contract. We notified them on June 21st. They said they can't just cancel it. It had to go through the process and the transaction went through on June 23. We called and they said we would here from someone soon with a tracking number to send us our refund. After a few phone calls all we got is they are working it. Nothing after 10 days, over the next month I call every other day and got the same thing they are working it. Finally after a month someone sent us an email saying it could take us to 60 days. We'll, we waited 60 days and still nothing. I called on day 60, they said we should hear something on Sunday Aug 20. I knew that was a lie, who works on Sunday. I called Monday day 62 and they said someone from upper management would be contacting me because it has been over sixty days. I asked if they would be contacting me latter that day and they said yes. All day went by, no phone call. I called back and they said all the management was out of office and I would hear from them maybe on Tuesday. I called Tuesday, management is in a meeting and maybe they will call me later. I call again Tuesday afternoon, still no management available. Day 63 and still waiting. This company is hurting gor leadership. I am so glad we did not go through with the move with them. If this is what customer service is like I would hate to see the rest. I would highly recommend staying away from this company. I cannot believe they are still in business. While I can because they keep your money as long as they can to draw interest off of your money. I just hope I can get back what is mine. If I owned them money they would probably mess up my credit somehow, but if they owe you money, they will take there sweet time giving it back. I hope this helps you make a decision on whether or not to use them.

  Business Response

  Date: 08/23/2023

  We have received consumer complaint and have thoroughly reviewed account. 

  That said, we would like to address the following:

  On June 21th, the company received the official cancellation from the customer. 
  

  The company stands by our assertion and will be providing a refund.

  Confirmed Address: 

  **** ****** **, ****, ** *****

  Thank you for your time and attention to this matter. 
  
  

  
  

  Customer Answer

  Date: 08/24/2023

  
  
  Complaint: ********
  
  
  
  I am not rejecting there response, I am just not satisfied with it until i see action. They say they are going to refund us, until I actually see the money I do not believe them. We are now on day 65 and we still have not received a phone call from upper management, an email with a tracking number or any money. If I was late to pay something I would be fined, why are they not fined for being late to return money. It is there contract and they cannot follow the rules. We will see if there is any action. 

  Thank you BBB, you got more information out if them in 48 hours then I have in 65 days. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:08/22/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted US Interstate and Rail to assist me in moving possessions to MN.
  
  Per the contract this was to begin on June 19, 2023. I was to receive phone confirmations and updates about specific times to expect my crew.
  
  I received no communication. My crew was two and a half days late in arriving and refused to load all items on my bill of lading for which I paid.
  
  Because the crew arrived after the promised date window, I had left for my destination to be available to receive my delivery. Delivery was projected to arrive within six days.
  
  The crew was in a hurry to depart and sped down a winding, mountain driveway and slid into the rocks, on the side of my road, tearing it up and stranding themselves in the rocks. A tow truck was dispatched to rescue and tore up the road even more.
  
  At that point, the driver left. I heard nothing from that point on.
  
  I contacted customer service to ascertain an amended schedule. They informed me they needed a driver and were working on it.
  
  I received some strange intermittent calls informing me my load was en route and I would be hearing from my driver within 48 hours. None of this came to fruition and the numbers calling me could not be reached again.
  
  I continue to call customer service, pleading for information on my delivery and, all I get is “we are diligently working on it and will dispatch your goods as soon as possible”.
  
  For two months this is the rhetoric I get and though some agents have promised to follow up and call me, there is no action.
  
  This is not standard, I am told, so why does my load sit in storage in Idaho, when they could return it to Montana as requested weeks ago.
  
  I no longer want this shipment sent elsewhere, I want it returned to the point of origin; safely and undamaged.
  
  I have gotten no respect and no results.
  
  What I have gotten is a convoluted upheaval of my entire life and absolutely no empathy, compassion or consideration or suggested restitution for the magnitude of consequences.

  Business Response

  Date: 08/22/2023

  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 May 25, 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 $2650.29 (via credit card) to secure position on our calendar for first availability pickup date of 06/18/23 - 06/19/23.
  

  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.”  
  
  Per diem delay rate is $30.00 (thirty dollars) per business weekday. Business days do not include holidays or weekends. Unless P.G.S. is purchased, estimated delivery period is up to thirty business days from date indicated as first available 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. 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:08/22/2023

  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.

  Initial date 7/10/23, and 30 day period for expected delivery without US Interstate and Rail having to forfeit a fee per business day late is 8/21/23, today. While I have read the statement in the contract that there is “no guarantee”, they did state that they would communicate stating specifically that I would receive a phone call once the truck was loaded at its initial location in Florida and again 24 hours prior to arrival at its destination in Nevada. I never received any communication in any form from the company, and only knew it was in transit once I called the company multiple times to ask my shipment’s status. I have since been refused any information about where my shipment was. Today, when I again had to call two times and speak with two different customer service agents to ask where my shipment was, I was initially told they couldn’t tell me, then the next agent told me it is sitting in a hub in Nevada (still 7 hours from destination). When asked when the ETA or even date it would leave the facility would be I was told they couldn’t tell me.
  In their “rights and responsibilities” document provided in their contract, it states “when your mover is unable to meet either the pickup or delivery dates or provides service during the periods of time specified in the bill of lading, your mover must notify you of the delay.” I was never notified of any aspect of this process.
  Also in the “rights and responsibilities” document “the mover must advise you of the dates or periods of time it may be able to pickup and/or deliver your shipment. Your mover must provide this information in writing.” I have not been given any such dates, and not any in writing.
  My belongings are being held hours from their paid destination and I’m refused information to when it will arrive.
  I want to be given a date of delivery and to receive my items, with the amount prorated taken off my remaining balance per business day past 30 days.

  Business Response

  Date: 08/22/2023

  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 May 17, 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 $1330.90.50 (via electronic check) to secure position on our calendar for first availability pickup date of 06/28/23 - 06/29/23.
  
  On June 22, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional 150 c.f. which required an additional payment of $787.00

  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.”  

  
  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: 08/30/2023

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

  I disagree that The Company has executed the contract appropriately.
  
  
  1)
  Per the Your Right and Responsibilities When You Move document,
  provided by the company and required to be provided by federal law, and
  abided by per USDOT (stated on the front of the document), Page 14
  states: 
  
  "Your mover must transport your
  household goods in a timely manner. This is also known as “reasonable
  dispatch service.” If you have arranged for a guaranteed delivery date,
  the terms of that agreement with your mover apply."
  
  I
  did not arrange for a guaranteed delivery date, so the default delivery
  date returns to the provided delivery spread, which, per the Bill of
  Lading, was 07/10/2023 thru 08/21/2023. Had delivery occurred within
  this spread, it would have been considered reasonably dispatched.
  Delivery did NOT occur within this spread, so the company has not abided
  by this USDOT-defined term.
  
  2)
  Per the Your Right and Responsibilities When You Move document, provided
  by the company and required to be provided by federal law, and abided
  by per USDOT (stated on the front of the document), Page 14 states:
  
  "When
  your mover is unable to meet either the pickup or delivery dates or
  provide service during the periods of time specified in the bill of
  lading, your mover must notify you of the delay. The mover must advise
  you of the dates or periods of time it may be able to pick up and/or
  deliver your shipment. Your mover must provide this information in
  writing."
  
  I was never contacted or advised
  about any possible delay of shipment, and was never provided any
  information in writing. The first I had learned of any possible delay to
  delivery was on the final date of the delivery spread, via a phone call
  to customer service. It was at that point that I was informed that my
  shipment would not be delivered that day, the last day of the delivery
  spread. I have never been provided any written documentation about
  delays in service. As such, during the entirety of the shipping service,
  I expected the delivery to occur by the end of the delivery spread,
  because 1) the BoL guarantees 30 day delivery, and 2) that was the
  expected delivery spread, which was a reasonable delivery service
  timeframe. Because I was not informed of any delays, and was not given
  reasonable advance notice of late delivery, I have been unable to make
  appropriate changes to life plans. As such, the now unknown expected
  delivery time is causing undue mental, financial, and scheduling duress.
  
  3) The Bill of Lading, Section 7, states the following (bolded items for emphasis by me, not bolded in contract):
  
  "Absent
  selecting and paying for the optional extra
  service guaranteeing specific pick up and delivery
  dates, the mover is only required to pick up and
  deliver your property with reasonable dispatch and in
  a reasonable time under Standard Service. Generally,
  estimated delivery is up to 21 (twenty one) business
  days from date indicated as first available for delivery.
  Any oral promises made regarding delivery or
  pick up dates and times are mere estimates. We guarantee
  delivery to take place within 30 business weekdays
  day of the date first available for delivery. (time
  calculations exclude weekends, holidays, and days
  in storage)"
  
  As this guarantee did not occur; delivery has still not happened; and I have been provided no written
  information or notification of any expected delivery, I do not see the
  company as executing the contract appropriately. Furthermore, the complete lack
  of appropriate and timely communication, and lack of ability to provide accurate
  estimates defines a very NON-professional service, even though the Binding
  Estimate states that "Professional Door-to-Door Service" and "Expert
  advice and guidance throughout the course of your move" would be
  provided.

  (See attachments from originally submitted complaint, and attachments from Company's first response to complaint, for sources of above quotes)
  

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

  Business Response

  Date: 09/05/2023

  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.

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

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

  -We have called the customer and provided claims information.

  The company has concluded, after careful review of field reports and account records, company is actively working on Customer's 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.