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:08/22/2023

  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.

  Contacted to move 55 boxes ,chairs, beds, tables, tvs ects, we told them its a 4 bedroom home plus some tools from garage, at which point they gave us an estimate of about 7,000. We paid a deposit of about $3300.
  The day of they eo a final walk around at which point the driver stated hes not sure how they came up with the numbers for this but its gonna cost more.
  The final bid was 13000, and thats after mutli calls and discounts ( about and hour+) outfront my home with loaders standing around.
  We kindly state that we understand and estimate has some wiggle room, but double the price is unaffordable by us. At which point multiple people with the company state that they would be taking our deposit.
  We feel defrauded, and strong armed into using them or lose our deposit.
  We had no other option but to not use them since the price had doubled! 10-25% increase would of been ok but alittle under 100% increase is unacceptable and not a standard.
  We even went as far as to tell then we can afford 10,000 at which point they denied and stated they could move some of our stuff for 9500 + deposit.
  
  We did not receive a service from you, you came to my home, and tried to strong arm me into accepting the terms or lose deposit.
  
  Nothing changed on our part, we stated what we had in complete fullness, you changed your estimate 90% from the original.
  
  We will not be using your company, nor do we have faith you can complete the task we previously tried to contract you for so i dont want any discounts, we want our deposit back that you told us is (absorbed).
  
  Again we were defrauded and mislead by this company, they use very scammy tactics and practices that literally defrauded an American citizen out of 3300$.

  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 August 8, 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 $2937.00 (via electronic check) to secure position on our calendar for first availability pickup date of 08/19/23 - 08/20/23.
  

  On August 15, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional c.f. which required an additional payment of $400.00.
  

  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.

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

  Customers desired resolution was for a refund in the amount of $3337.00.  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: 08/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: yall are abunch of scam artists count your days. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:08/21/2023

  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.

  $7,043.42 amount owed. The price kept going up. This is what I sent to the email site.
  I wish I could say good afternoon, but let's skip the formalities here and get to the absolute nightmare my wife and I had gone through. We have already sent various emails about our 1st interaction being threatened that our stuff would be delayed if we didn't tip the drivers for the loading of the product and no response back, so here is for the unloading. The drivers contacted us on August 4th stating that they would be there between 5-8pm that never happened of course. They called Saturday saying they would show between 8am-12pm once again. That never happened and we had reserved the loading dock, no surprise they didn't show again. Finally they called at 1257pm that they were on their way, when they showed I told the driver "well you guys are late and will have to load the product in the front door and not the dock door. The driver ******* ****** became very uneased and demanded more money for that and I explained that you guys are always late and why do we have to keep paying more for your mistakes? He threatened to leave and I had to call 911 so he wouldn't drive off with our stuff. After the police showed up and my wife contacted the apartment complex we had access to the loading dock, but all they were willing to do was unload the product and my wife and I had to take it to the apartment. They were once again demanding cash and per the last conversation they said they could take USPS money orders, so the Gaithersburg PD officer recorded the signing of the money orders over to them for record in case they did anything suspicious. I was instructed by the PD to stay away from the two drivers, but my wife ******** informed me that the other mover ******* was very helpful and willing to take large items to the apartment, but ******* was very rude and yelled at him not too. During the unloading process my speakers Definitive Technology BP9000 were scratched (photos added) my 65" TV was dropped and cracked on the bottom and that is completely ruined (photo added) and also my Klipsch subwoofer is missing. The most disturbing issue is that only one box was wet and had a yellow wet substance coming off of it and smelled as well, I have more than 10 years of warehouse knowledge along with trucks and there is no way just one box could be wet, multiple would be wet and would not be a yellow color. Stating that we still have the box and if we need to take it to the PD for DNA testing to see if that is urine we will and proceed with any charges that would follow since this was beyond unprofessional. Please contact back on this email or my phone is ***-***-**** and ******** ***-***-****.

  Business Response

  Date: 08/21/2023

  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 July 29, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $1794.72 (via electronic check) to secure position on our calendar for first availability pickup date of 07/24/22- 07/15/23.

  On July 18, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional 122 c.f. which required an additional payment of $695.00.

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

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

  ?  Terms of payment in the binding moving estimate: At delivery the balance is due prior to unloading in the form of Post Office Money Order or Cash only.

  ?  We have called the customer and provided claims information.

  Customers desired resolution was for a refund in the amount of $2489.72.  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: 08/22/2023

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

• Initial Complaint

  Date:08/18/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired this company to help me move from Kentucky to Wisconsin. The originally quoted me less than $2500. I paid their deposit, and then upon arrival (July 31, 2023) they changed it to nearly $7000. I had to be out of the apartment by the next day, so they knew I had no chance to find another company, plus they already had over $1000 for my deposit. It was blackmale. The lead mover was also threatening and demeaning.
  
  They only let you know when the delivery will be made the day before, not giving you any time to prepare. When they called the day before (on a Sunday), they informed me they only accept cash or money order. There was no way I could get that much money. I called the company and told them I had to reschedule so that I could get the remainder of the money. They told me that would be ok and that I would not be charged because the truck had not left yet.
  
  The next morning, the driver called and told me he was at my apartment. I told him he should not be because I rescheduled. He then said no one had informed him and that I would be charged double.
  
  I then called the company and they informed me that the delivery was still the same amount. I asked them to confirm this in email, and they agreed, but they never sent the email.
  
  A few days later they call me back to tell me that my delivery would be here between 8/16-18. They also informed me that I would be charged double for the redelivery.
  
  My delivery still hasn't arrived. I have started my new job, and will have to use my personal days to take off to get my things. Additionally, I am scared to get fired from my job because I have to supply personal documents to my job that are being held hostage by this company.
  
  I am also worried that they will charge me even more upon delivery, more than I have. This would prevent me from ever getting my things. I don't know what to do. The total cost is already near $10,000 compared to the $2400 they promised. I need help.
  
  They are no longer answering my emails.

  Business Response

  Date: 08/21/2023

  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 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 $1095.00 (via electronic check) to secure position on our calendar for first availability pickup date of 07/29/23- 07/30/23.

  Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the volume that customer would occupy, exceeded the amount initially estimated.  This adjustment in volume caused the increase in price.  As provided by the customer, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer.  These adjustments were for including but not limited to the increase in volume.
  

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

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

  - Customer's signature on 08/21/23, reflects that delivery was executed. 
  
  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:08/17/2023

  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 would like to officially launch a complaint against US Interstate & Rail owing to the unacceptable delay in my delivery and complete lack of responsibility by the organization and its customer service.
  I hired them to move my son's 1 bedroom apartment from El Paso, TX to Philadelphia, PA. The salesperson, ****** *. had a way with words and quoted us a certain amount that was well below what other were asking. Our pickup date was June 24 and he promised our goods would be delivered by July 2. When the driver showed up to pickup, he took an inventory of the items and he doubled the price originally quoted. The salesperson had put in an allowance of 20 large boxes along with other furniture when preparing the initial estimate. We ended up packing our stuff into 13 boxes. Even though we had less boxes, the driver said the initial estimate was wrong. We were cornered and had no choice. The binding estimate (bill of lading) showed a delivery spread of July 2 - August 14. We told the driver we were promised July 2 and he assured us we would get our stuff by then. The delivery spread was a federal requirement.
  We have been calling everyday since then and have been given a complete run around. All customer reps are apparently supervisors who have absolutely no information about when we will get our merchandise. They keep telling us they're waiting for a driver to be assigned. They have not been helpful at all. Today is August 16, 2 days past the spread and we still have no word when our merchandise will arrive. This morning they told us the same thing - they are waiting for a driver. Not really sure if this is a legitimate business or one of the biggest scams in the country. There are horror stories all over the place. The list of unsatisfied, disgusted customers keeps growing each day. They need to get their act together or close their scam operation.

  Business Response

  Date: 08/17/2023

  We appreciate customers‘ 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 25, 2023 company secured a position on our calendar and provided customer a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting deposit of $754.24 to secure a position on our calendar.

  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.”

  Company Policy states "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.
  

  Customer Answer

  Date: 08/18/2023

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

  The company has still not indicated when they will deliver my items. It is past their 30 business days from the promised date and I still have no clue when the merchandise will be delivered. Why are they still holding in to my merchandise. They need to get it out of their warehouse and deliver it to my address. 
  I don’t care about any future transaction with them. All I need is my merchandise be delivered without any further delay. 
  This delay is unacceptable. 
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 08/21/2023

  We have received consumer complaints and have thoroughly reviewed the 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:

  Company Policy states "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 stands by its previous assertion. 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: 08/22/2023

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

  We are well past the 30 business days  all I want is my merchandise  why are they not giving a date in when they will deliver it. My 30 business days ended August 14. It is August 22 now. 
  please get me my merchandise. They have stopped answering my calls. 

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

• Initial Complaint

  Date:08/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday 12th August 2023, I made an enquiry with this company for a quote for an upcoming move. The quote was given and I asked how long was this valid for? To which the reply was as long as this phone call.... no pressure right?
  Contracts were drawn up and docusign exchanges were completed; however, upon reviewing the contract we realised the salesman had interpreted what I had told incorrectly; I needed pick ups at both an apartment and a storage unit, and the contract reflected only the apartment address.
  I called the next day and the original salesman called me back and after we discussed things we decided to cancel the contract per the 72 hours cancelation period as stated in the contract.
  
  A transaction is now pending on my bank account for $1505 ... the full deposit amount for a service request which I have cancelled both over the phone and in writing by email which I sent on Sunday 12th August 2023.
  
  I received a phone call later in the week from your sales department offering me a quote, I told him the situation and that I had already looked into it, had placed an order, but had cancelled it, he searched his system with my phone number and name and found no orders in his system, which, he said, meant I had no active or pending orders. In hindsight I think he was just telling me what I wanted to hear
  
  And now I find today this transaction!!!
  
  I want a full reimbursement of the $1505

  Business Response

  Date: 08/17/2023

  We have received consumer complaint and have thoroughly reviewed account.
  
  We appreciate customers' feedback as we are always looking for ways to improve our services. That said, we would like to address the following.
  
  A refund check is in process and will be mailed to the confirmed address of:
  
  ***** ** ******* ** *****
  Apt: ***
  ********** *** *****

  Therefore, at this time the company does consider this matter resolved. 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: 08/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I was informed that the amount will be refunded within anything from 4 - 6 weeks.

  This is unacceptable as the order was cancelled and should never have processed in the first place.

  Additionally, I fail to understand why the company can process a payment within 3 days of my order but take 4 - 6 weeks to refund the money.

  I would like the refund to be expedited to be delivered ASAP, and the amount should be increased to compensate me for the overdraft charges I will incurred when withdrawals are charged and there is no money due to their wrongful withdrawal.
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 08/21/2023

  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:
  
  After careful review of the account, Company has processed a refund. Please allow up to 60 days from the cancellation period for company to generate a check to be sent. 
  
  Thank you for your time and attention to this matter. 

  Customer Answer

  Date: 08/22/2023

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

  I cannot understand how it takes 3 days to process the funds from my account, but it takes 60 days to generate a refund.

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

• Initial Complaint

  Date:08/16/2023

  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.

  Good morning dear. I'm having a problem with the US INTERSTATE AND RAIL. Company that have kept them loaded for almost a month now even that the full amount asking has been paid in full, from August to 22 to July the 16 everything day during my phones calls, I get the same result the driver will contact you with in 2days what in at getting a a result zero. I have spoke to 2 of the managers **** and ***** and I'm still getting the same results I have all the evidences including pictures of my stuff and also the provided of payment that have been paid in full .from uxbridge Massachusetts to North Carolina, I really don't know how really going on. Please I need help ,to me the company should be out of business, thank you for taking a moment to read this email.

  Business Response

  Date: 08/17/2023

  We appreciate customers' 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 July 19, 2023 company secured a position on our calendar and provided customer a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting deposit of $570.67 to secure a position on our calendar.

  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.”  
  

  Bill of Lading Reflects the customer acknowledged, signed, and agreed to the delivery spread of  07/25/23 - 09/06/23.
  
  The company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate.  Therefore, delivery will land between those dates and will be contacted 24 hours prior.
  
  Thank you for your time and attention to this matter.

• Initial Complaint

  Date:08/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 29, 2023 I called Budget Van Lines(Budget) to seek assistance with a moving quote from Fitzgerald, GA to Charlotte, NC on 8/8/2023. I explained to the salesperson that I was clearing a three bedroom home and placing the contents into storage. He asked for competitor quotes which ranged from $2800-$3500. He quoted $2100, so I moved forward with their company and placed a deposit of $1092.38. Budget was a broker for US Interstate and Rail(USIR) apparently. The pricing was all-inclusive. I gave details about the furniture and stated that I would have ~30 boxes. On 8/4/2023, USIR called for an updated inventory where I stated that I would have 50 boxes. I also said that I noticed that they stated that my invoice characterized the boxes as "small and medium" and that my boxes were going to be a mix of "small, medium and large" he stated that "small and medium" were the default and that it wouldn't be a problem. Due to the increase in the number of boxes, I had to pay an additional $350 deposit. The movers were scheduled to call the day before the move with an eta. I never heard from the movers the day prior. They arrived the day of the move at around 7:30pm, came inside videoed the home and went back to the truck and told me to expect a call. At about 9:00pm I called dispatch to find out when the move could begin and "****" called back to tell me that the price had increased to $2900. I agreed to that price so I was transferred to sign the bill however, the bill had a price of over $5700. I refused to pay it and requested a refund of my deposit. They explained that my furniture was larger than anticipated so it would take up more space in the truck. They thought I would have "Ikea" furniture. I also noticed that the new invoice states that I added an item - I did not. This is a repeated pattern of behavior by the company and I was induced into entering the contract fraudulently.

  Business Response

  Date: 08/17/2023

  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 July 29, 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 $1092.38 and securing a position on our calendar.

  On August 3, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional 46 cf. which required an additional payment of $325.00.
  

  Our company also strives in saving customers money, unfortunately upon arrival the carrier noticed that the volume that customer would occupy, exceeded the amount initially estimated.  This adjustment in volume caused the increase in price.  As provided by the customer, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer.  These adjustments were for including but not limited to the increase in volume.

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

  - The estimate was based on the items that the customer provided.

  Customers desired resolution was for a refund in the amount of $1417.38.  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: 08/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I did not have additional volume when the movers arrived on 8/3. In fact, I had less boxes than previously quoted. That evening, the representative explained that every moving company bases its pricing on cubic feet and not on tonnage and that because my furniture was “bulky” it would take up more cubic feet. That does not appear to be the industry standard. I communicated with your company effectively every step of the way explaining my circumstances for the move and in fact increasing the estimated number of boxes I thought I might need, hence the increased pricing after the second call. It was unreasonable and usurious to increase the price almost three-fold on the day of the move after 9pm at night when I was completely reliant upon your services. **** specifically quoted $2900 as the increased total price on 8/3 however, when I was transferred the price ballooned to over $5700.  That part of my complaint was not addressed. And when I brought it up that evening it wasn’t addressed either. I have since secured another company that is charging $2970 for the exact services you offered. That price is in line with what **** quoted the night your team arrived and that I would have been more than happy to pay. The new company came out to look at the items so the pricing is not an estimate but instead a true cost.
  

  I communicated clearly and effectively with your company throughout this process even going so far as to describe the items when booking this move. During my research, I have found almost identical complaints filed with BBB. It’s a deceptive practice used to fraudulently induce customers into a contract. I am again requesting a refund to settle the matter before escalating it further. 
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 08/22/2023

  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:
  
  Our company also strives in saving customers money, unfortunately upon arrival the carrier noticed that the volume that customer would occupy, exceeded the amount initially estimated.  This adjustment in volume caused the increase in price.  As provided by the customer, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer.  These adjustments were for including but not limited to the increase in volume.

  Customers desired resolution was for a refund. However, after careful review of account, the account was closed as a “refusal of services”.  The consumer was provided with the cancelation policy that he understood, acknowledged and accepted at the time of making his reservation. He is eligible to keep his deposit as a credit for the next calendar year. For any inconvenience we would however be willing to provide a discounted rate for any future long distance move.
  
  Thank you for you time and attention to this matter.

  Customer Answer

  Date: 08/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The boilerplate response from the business does not address the specifics of my complaint and is clearly auto-generated in response to the numerous complaints received by the business on this topic as evidenced by the consistent references to me as "he" throughout.  There is no good faith attempt to resolve my complaint on behalf of the business unfortunately.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:08/14/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to officially file a complaint against US Interstate and Rail concerning the significant delay in the delivery of my items, initially scheduled for June 22, 2023. As of the end of the business day on August 11, 2023, my items have not been delivered, nor have I received any concrete updates on their location or expected arrival time.
  
  Despite assurances from the company that delivery would occur "within the week" and that I would receive a 24-hour notice call, no such communication has been provided. The last day of the agreed-upon delivery spread was August 7, 2023, and the company promised the shipment would be delivered by the 11th.
  
  After expressing my continuing concern and requesting an immediate update on August 10th, I received no future responses from the company. This lack of communication and failure to adhere to the agreed-upon terms is both unprofessional and unacceptable.
  
  Enclosed, please find copies of relevant correspondence and documentation.
  
  Thank you for your attention to this serious concern.

  Business Response

  Date: 08/14/2023

  We appreciate customers' 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 9, 2023 company secured a position on our calendar and provided customer a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting deposit of $1069.00 to secure a position on our calendar.

  On June 13, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional 86 cf which required an additional payment of $444.00.
  
  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.”  
  
  Company Policy states "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."
  

  Customers desired resolution was for the job to be completed.  After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but the delivery is in transit. 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: 08/15/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  My items for delivered shortly after opening this complaint. My biggest issues with this company were there lack of communication, and blatant lying about when my order we be delivered, not that it was super late. I was told on multiple occasions that it would arrive within the week, which simply weren't true.

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

• Initial Complaint

  Date:08/11/2023

  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.

  They never showed up to move us and I had to find a company last minute at double the price. My house closed and I needed to be out.

  Business Response

  Date: 08/14/2023

  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 June 11, 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 $864.79 and securing a position on our calendar.
  

  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.”

  On scheduled Pick Up date, our FMCSA carrier reached out to customer and did not receive an answer resulting in a cancellation.

  Customers desired resolution was for a refund in the amount of $864.79.  After careful review of the account and our cancellation policy, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate.  Therefore, no refund can be processed in any form. However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences.
  

  Thank you for your time and attention to this matter.
  

• Initial Complaint

  Date:08/11/2023

  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.

  I am writing to express my deep dissatisfaction and concern regarding the recent encounter I had with your moving company, US Interstate and Rail. As a customer, I am disappointed by the unacceptable conduct of one of your employees, the lack of appropriate customer service, and the issue of false advertised prices.
  
  On [Date], I experienced an incident that left me both disturbed and shocked. Your employee, identified as [Employee Name], entered my residence during the moving process and subjected me to sexually inappropriate comments and behavior. His repeated attempts to invade my personal space and follow me outside without my consent crossed all boundaries of professionalism and respect. I felt unsafe and violated in my own home, an experience that no customer should ever have to endure.
  
  What makes matters even worse is that when I escalated the issue to his supervisor, I was met with further disappointment. The supervisor, whose name I believe to be [Supervisor Name], not only failed to address my concerns adequately but also refused to collect the remaining furniture as per our initial agreement. This level of customer service is entirely unacceptable and has further exacerbated my distress.
  
  Furthermore, I must address the matter of false advertised prices. It has come to my attention that your company engaged in deceptive advertising by providing pricing information that does not accurately reflect the final costs. This misleading practice not only damages your company's reputation but also shows a blatant disregard for customer trust and transparency.
  
  I find it deeply concerning that your company is not only failing to provide a safe and respectful environment for customers but is also exhibiting a lack of professionalism in dealing with complaints and providing accurate pricing information.
  
  I will be filing a police report.

  Business Response

  Date: 08/14/2023

  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 July 26, 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 $1008.91 and securing a position on our calendar.
  

  Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the volume that customer would occupy, exceeded the amount initially estimated.  This adjustment in volume caused the increase in price.  As provided by the customer, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer.  These adjustments were for including but not limited to the increase in volume.

  Customers desired resolution was for a refund in the amount of $1008.91.  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.