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:08/07/2023

  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.

  Dates of transactions -July 18, 2023 and July 27, 2023
  July 18, 2023 paid $2191.95, July 27, 2023 paid $1277.81
  They were supposed to FULL PACK and move to storage for 30 days until I could confirm new address.
  The have done nothing that I paid for. They were supposed to pack & move on July 26, at 7:30 am never showed up until 7:41PM to tell me they were there and could not pack and move everything because I didn't pay for packing, which was a lie. I paid $979.50 for full pack. Company called me at 10:40 PM and 11:16 wanted more money. Trucking company took about 10 items to a storage facility and will not tell me where my items are.
  They have not tried to resolve anything or even a call back. I want my stuff packed and out of the apartment ASAP as the landlord will throw my out items.
  
  I have additional information and backup for everything including phone phone numbers.
  JOB #*********

  Business Response

  Date: 08/07/2023

  Hello ****** ****** & ******** ******, 

  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.

  Timeline of communication and events:

  On July 18, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $2191.95 (via credit card) to secure position on our calendar for first availability pickup date of 07/26/23 - 07/27/23.

  On July 26, 2023, company executed  Pick Up and customer's Household Goods are currently in company storage. 

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

  Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the volume that 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 where the additional charges and services came from. Which was signed off by the customer indicating this was agreed by the customer.

  To conclude, the company has not only stayed in clear communication with the customer, however our end of the contract was in fact executed. 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: 08/09/2023

  [BBB Transcription via Email]
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I am attaching all back up materials you requested pertaining to this claim 
  Names, phone numbers, signed papers (3 times), etc.
  
  The Trucking Company moved about 10 items and did not pack one thing in the apt. which was fully paid for, 979.50. They will not tell me where my items are that they did take and the US INTERSTATE, told them I did not pay for packing.  All receipts are also included in this correspondence.  My items have to be moved by Monday, August, 17 or they will be thrown out.
  
  If you need any further information please let me know. 
  My email is:*******************
  Phone number is ***-***-****
  
  Thank you,
  ****** ******
  

  
  

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

  Business Response

  Date: 08/09/2023

  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:
  
  Due to the misrepresentation of the inventory prior to arrival and consumer not be present at Pick Up, the provided crew members were authorized to pack and Pick Up the allotted cubic feet the consumer paid for. Additional pieces or cubic feet being added would need to be agreed upon by the consumer. 
  
  Due to any inconveniences that caused the customer, for a discounted rate the company the company is willing to re attempt service. 
  

  Thank you for your time and attention to this matter. 

• Initial Complaint

  Date:08/07/2023

  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.

  Job #: *********. Pickup date: 5/15/2023 Delivery date: 8/4/2023
  U.S Interstate and Rail LLC ---ICC MC # *******----US DOT # *******
  On April 7, 23 I called UIR Interstate and Rail LLC to get an estimate on a moving quote from Arizona to Florida. **** the salesperson quoted 502 cf and gave me a quote for $4327 to move on May 15th. On May 12th, UIR called me for the final inventory. On May 15th a moving company (Carefree Moving) came at 11:44 am and stated that they needed to do a video walkthrough. They needed about 1012 cf for my stuff. I called UIR service number (888-***-****) to explain that the movers are telling me it was going to be more than the original quote. 30 minutes later I received a call from *** (supervisor), she told me my only option were to forfeit my $2463.91 I already paid or pay the driver the difference so they can finish the job. She also told me I could not receive a refund of the amount already paid because the movers were already there, even though they had not loaded anything on their truck. *** hung up on me twice when asked to speak to a supervisor above her. The company never disclosed that they were a broker company and on their website they state they are a full service moving company. Per their policy, they requested a first available delivery date and stated they have 30 days to complete delivery. They said they will only call 24 hours prior to delivery being delivered. I was contacted one hour to the driver showing up and was not given the option to reschedule. The drivers showed up in an unmarked truck and delivered my household goods. Upon delivery on 8/4/2023, missing/lost/stolen items include, queen bed rails, lamp shade hardware, missing one kitchen chair, missing 65 inch TV in original box. Damage was done to walls while movers were delivering items. Original quote was for $4327. At final delivery i was charged $10,083.91.

  Business Response

  Date: 08/07/2023

  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 April 7, 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 $2163.91 and securing a position on our calendar.

  On May 12, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional 75 cf. which required an additional payment of $300.00.
  

  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 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.” That being said the customers first available delivery day was June 3, 2023. Our company has 30 business days from the first available delivery date to fulfill delivery. 

  Customers desired resolution was for a refund in the amount of $2463.91.  After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate.  Therefore, no refund can be processed in any form. However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences.
  
  Thank you for your time and attention to this matter.

• Initial Complaint

  Date:08/02/2023

  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 sales team, specifically ****, sold me a Service with these claims:
  
  1. They are the actual movers, not a broker, having me look up their DOT number on the website
  
  2. That my items would arrive within 21 business days, aligned with DOT rules
  
  3. That their quote would be near accurate due to being movers, not brokers
  
  When my movers showed up, they confirmed that they were contracted by US Interstate and Rail (USIR), that USIR was only the mover for moves originating out of specific state(s) of which mine wasn’t in which case USIR acts as a broker.
  
  The quote was ~$2k under what the move actually cost me when the movers confirmed how much space I would actually need and this was after deciding not to move my sectional sofa. The movers also aimed to broker a deal where I paid them cash for them to lie about how much space was actually needed on the truck.
  
  Finally, USIR has clients sign a contract that says items will be delivered in 30 business days which is outside of the DOT guides for timely delivery. Not only did USIR miss the 21 business days (DOT guidance and what I was sold by their sales reps), they missed my entire delivery spread quoted on my contract (6/29-7/29). They informed me my items were being delivered 6/27 and as of today, 8/1, they have still not left California. Note USIR only has to pay you $30/day to hold your items past the 30 business days meaning they can hold items hostage with little monetary harm to their bottom line.
  
  The sales team grossly misrepresents the service, they contract with questionable movers and they are not delivering it in a timely manor. Reasons given that may be causing delay are overbooking during busy season or trucks breaking down - neither of which are acceptable reasons to sell me on a service that the business doesn’t support.
  
  Attached is the 6/24 call record where a voicemail stated my items would be delivered 6/27 between 8am and 12pm along with proof of my delivery spread and their 30 day clause.

  Business Response

  Date: 08/02/2023

  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 April 4, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $1816.47 (via electronic check) to secure position on our calendar for first availability pickup dates of 06/26/23 - 06/27/23.
  
  

  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.”  

  To address the allegations we would like to provide the following:
  
  ?  It is not a hostage move; they were picked up and  will be delivered within the 30 business day window from the first available delivery date.
  
  
  Customers desired resolution was for the job to be finished.  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, delivery will be made between the 30 business day spread from the first available delivery date. 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: 08/03/2023

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

  First, I had a typo in my original complaint implying I was told that delivery would be 6/27. It was confirmed it would be in 7/27. **** (****?) called me on 7/24 and left a voicemail to confirm that a driver had been assigned to my move and would be arriving to deliver my items on 7/27 between 8am-12pm. I confirmed I was available via a voicemail to the customer service line. There were no issues with the time/date of picking up my items from my origin location. Per my rights (document shared with my by USIR) the company should deliver my items during the agreed upon delivery spread which for my job was 6/29-7/29 which they did not. While the USIR contract you sign on the day of the move (which was a rushed, stressful and confusing experience so hard to digest the contract in full) says that they have up to 30 business days to deliver the items, the delivery spread didn't account for a 30 business day window and the Rights document references that the company has to deliver in the agreed upon delivery spread listed in the contract, with no mention of an overriding clause and how that plays into my rights as a shipper/customer. USIR should have made the delivery spread align to 30 business days to avoid issue, but they did not per my original screenshot uploaded that showed the confirmed delivery spread. 

  Second, not mentioned in my initial complaint - I should have been provided an inventory list which I signed at the time the truck was loaded which I was not provided. I asked the mover how many items were in the truck to confirm against my count and he told me 67 and showed me the numbered sticker roll he was using. I requested a copy of the inventory list yesterday (8/2) as I want a copy prior to the movers showing up to deliver which USIR said would take 4-5 business days to provide to me, a very lengthy time considering this should all be attached to my order number and customer documentation in their system. This was a violation of my rights to have not provided this for signature by me and the mover on the day my items were picked up. 

  Third, I have included the original binding estimate that does not mention that USIR will have 30 business days to deliver my goods. It outlines delivery estimates albeit non-guaranteed, which based on the distance of my move would be 14-21 days (no mention of this being business days or total days). This aligned to what **** told me when selling me on the service. If the 30 business day clause was in the original binding estimate I would have chosen a different company to move with. 

  Fourth, this response from USIR doesn't address my other concerns like being lied to about the company being solely a carrier by ****. I have included a screenshot of our text messages where I dug into this and he again told me that USIR was a carrier, not a broker but made no mention that the estimate included the clause that they can sub-contract out any move i.e. act as a broker. I didn't catch this in the binding estimate which I should have AND **** should have also not have gone out of his way to hide this fact. 

  Fifth, USIR has called me one time (7/30) between ****'s call on 7/24 to confirm my items would be be delivered 7/27 and today, 8/3. The claim that USIR has been keeping me updated with good communication is false. I have called customer support 10 times and been given different information nearly every time I call ranging from my delivery being on the schedule for 7/27 (told on 7/27 after delivery window had passed), that goods would arrive over weekend (7/28-7/29) which they didn't, that my move was being prioritized which it seems not to have been, that my items were still in a warehouse in California and only a driver had been assigned but was not in route (call made 8/1), that my goods are in route but they have up to 30 business days to arrive (until 8/14 which is is 32 business days from the first available date of 6/29, call made on 8/2),  and should be arriving eminently as they have been en route since 7/26 (a second call placed on 8/2). No one is able to tell me where my goods are which is frustrating and alarming as if they are the Carrier, they should know exactly where the goods are via their own dispatch service managing their truck and driver fleet. No one is willing to tell me where my goods are exactly and I've gotten very conflicting information over the last week from being given a delivery date and time window to my goods still being in a warehouse in CA on 8/1, a week after a driver was assigned the job.

  Sixth, USIR didn't address my other concerns in their response like how their drivers (or likely sub-contracted drivers in this case) tried to extort me for cash when picking up my goods, the sales pitch/team and binding estimate provided at time of booking the job being misleading to acquire business (carrier topic, delivery topic), the fact that their team told me my goods were set to be delivered on 7/27 between 8am-12pm and now can't tell me where the good are (only that they are still in their 30 business day window which translates to no fault yet) or their quote being much lower than what I ended up paying. 

  On this last topic around the quote and needing additional cubic feet, when their team called me prior to pick up to confirm my final inventory list to see if I may need additional cubic feet, the man who called cut me off and ended the call when I confirmed that I wasn't moving my sectional sofa saying that without this being moved I would not be going beyond the estimated cubic feet declared in the binding estimate so they didn't need to go through the rest of my inventory list with me. I was then met with a need on moving day for additional cubic feet which I was not expecting to have to pay over $2K more than the quote after my experience with the USIR team going over my packing list - another lie/misleading experience from the USIR team. 

   

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

  Business Response

  Date: 08/03/2023

  To address the allegations we would like to provide the following:
  
  -  It is not a hostage move; they were picked up and will be delivered within the 30 business day window from the first available delivery date.

  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 with delivery for the acknowledged dates on the Bill of Lading.

  Customer Answer

  Date: 08/04/2023

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

  USIR has not addressed to any of the issues mentioned with the exception of saying they are not holding my items hostage justifying this with the fact it has not been 30 business days since 6/29. 
  

  I was told by USIR my items were going to be delivered a week ago with a confirmed date and time for delivery (7/27 between 8am and 12pm) and they were not and no one will tell me or confirm where my items are with certainty (in CA, in route, etc). 
  

  It’s especially concerning to me that the area where my rights were clearly violated (not being given an inventory list for signature before movers left with my items) and the grey area on my rights being in question (not delivering in the stated delivery spread, a spread which didn’t align to their 30 business day clause), are not adequately being addressed by USIR in their response.
  

  I expected USIR to not address my other issues and experiences based on the poor responses they have left other people harmed by this company but not these two tied into my rights as a shipper. I have flagged all my issues however so other customers that go to BBB prior to booking movers can learn from my experience and not book this service, something I wish I’d done. 
  

  Per the 30 day business clause, USIR has 5 business days (till 8/10) to execute against the contracts clause which I will confirm or deny if they meet this in my next response. This is 10 business days after their team (Cara) called and confirmed my delivery date (for 7/27) and 9 business days beyond the stated delivery spread they themselves put into the contract. I have not gotten my inventory list from USIR as of the morning of 8/4. 

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

  Customer Answer

  Date: 08/10/2023

  [[TRANSCRIBED FROM CLOSED DUPLICATE COMPLAINT ID # ********, FILED BY THE CONSUMER ON 8/10/2023]]

  Complaint details:

  I filed a complaint previously and wanted to follow up that USIR has not delivered my items in the contractual 30 business days. As of 10:30am today, 8/10/23 talking to **** in Customer Service, he confirmed my items are still in storage in California - the origin of my move. I have been told many different things since I started chasing USIR over the last 2 weeks for my items including a driver had been assigned, that my items were in route and that my items have not left California. Also, as stated in the responses of my previous complaint, I was not given an inventory list to sign and have for my records when my items were loaded onto the truck in California. This is against my rights as a shipper. I requested this inventory list from USIR on 8/2 and was told it would be sent to me in 4-5 business days. It has now been 6 business days, not counting 8/2 or today, and it has not been provided. USIR needs to deliver my items post haste as we are now beyond the contracted 30 business days and provide me with an inventory list. I will also be filing a complaint with the DOT as the inventory list not being provided at time of load for signature by shipper is against shipper rights. The options I was given by Customer Service today are to continue waiting and file claims after delivery for the daily $30 USIR will owe me for delay or to release my items from USIR to have someone else or myself move it. In the second option, I would recoup no money from USIR meaning I would have paid them thousands of dollars for a move in which they moved my items into storage and stored my goods on my behalf for almost 7 weeks (all their choice/strategy vs shipping them to me already), an option that feels like robbery. If you are a consumer trying to decide if you are going to use USIR reading this, learn from me and do not book with them.

  Consumer's desired resolution:

  Finish the Job

  Business Response

  Date: 08/10/2023

  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 April 4, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $1816.47 (via electronic check) to secure position on our calendar for first availability pickup dates of 06/26/23 - 06/27/23.
  
  
  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.”  
  To address the allegations we would like to provide the following:
  
  - It is not a hostage move; they were picked up and  will be delivered within the 30 business day window from the first available delivery date.
  
  
  Customers desired resolution was for the job to be finished.  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, delivery will be made between the 30 business day spread from the first available delivery date. 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: 08/11/2023

  
  
  Complaint: ********
  
  
  
  
  Complaint: ********
  
  I am rejecting this response because: the delivery was not made within 30 business days of the initial availability date (6/29) as your response claims it will be and the fact this was missed was not addressed. As of yesterday, 8/10/23, it was confirmed by **** in Customer Care (who is the first person who has genuinely tried to go out of their way to help me and should get a raise) confirmed my goods had not left CA yet and have been in storage since they were picked up 6/27/23. The options I was given were to keep waiting for delivery or to sign a release of my goods from USIR to either pick up and move myself or have another company move. In the latter option, I would not be refunded money which is a non-starter at this point with what I’ve already paid and the thousands it would cost to move another way. 

  **** helped me get a copy of my inventory list so that issue has been solved and I appreciate his help. 

  While USIR is not literally holding my items hostage, it’s hard not to feel this way as it’s been 7 weeks since I paid to have my items picked up in my state of origin (CA) and moved to my new location and they are still in my state of origin with the stated delivery spread (6/29-7/29) and 30 day business day delivery window having past with no updated delivery date/details/prioritization provided. 
  
  
  
  Sincerely,
  
  
  
  ********* *****

  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:
  
  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: 08/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As of yesterday, 8/16 my items were confirmed to still be in a storage facility in the state of origin, California. This was confirmed by USIR’s customer service team (**** - the one shining employee at the company who was surprised that whomever is writing the BBB responses publicly confirmed my items were in transit as they are not).
  

  USIR has once again lied to me and while I do now get compensated for business days that my items have not arrived, we are now at 35 business days since the first available delivery date as listed in the contract (6/29/23) and 7.5 weeks since my items were picked up from my house in California. In transit doesn’t mean holding my items for nearly 2 months in storage, something I could have easily orchestrated myself for far less money. There is no information that this response provides that my job will be completed, especially in a timely manor which is my legal right per DOT rules. 
  
  
  
  Sincerely,
  
  
  
  ********* *****

  Customer Answer

  Date: 09/12/2023

  [BBB Transcription via Duplicate Complaint]

  This is a followup to my previous 2 complaints. It is now 9/11/23 and my goods have not been delivered. They were picked up 6/27/23 by ********* Transportation and Relocation Services Inc with a delivery spread of 6/29/23 - 7/29/23 (listed on my bill of lading) and the contractual delivery date per the 30 business days delivery deadline of 8/10/23 to align with the DOT's reasonable window the window where they do not owe customers for delay. Some items that are especially concerning as I have been digging into this company: 1. My goods are 1 month overdue the contractual date of 8/10/23, 21 business days. 2. I was told before I hired USIR that they are a carrier but they contracted/brokered out my move to ********* Transportation and Relocation Services Inc, who picked up my goods and have been *hopefully* storing them this whole time, something no one will confirm with proof to me at USIR. 3. I have a complaint open with the Bureau of Home Goods & Services in CA. Searching licensing database, ********* Transportation and Relocation Services Inc does not have a permit to operate in CA, meaning they shouldn't have picked up my goods and transported them within the state (where my goods still are) and shouldn't be used by USIR (never mind USIR not acting as the Carrier they sell themselves to be) 4. I have a complaint in with the DOT for the hostage nature of this move and due to my contracts from USIR not listing a hauler agent name, hauler agent address, hauler agent phone number or hauler agent DOT# (required files left blank on all my paperwork), effectively making it impossible to track who has my goods. I know ********* Transportation and Relocation Services Inc picked up my goods as they are listed on my Inventory document, which I had to fight to get from USIR. It was not provided on the day the truck was packed up (against mover rights). The update I got today, 9/11/23, is that my goods are still in CA and there is no date estimate on delivery timing.

• Initial Complaint

  Date:08/01/2023

  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 contracted with this company on May 10th for a 284 c. ft. move. On July 22nd, I spoke with *****? about the upcoming move. He said I needed 350 c. ft. "just to be safe". I reluctantly agreed to pay more for the 350 ft. The 2 nice movers arrived. I stressed that I would not pay for over 350 ft. We would leave items off if needed. The movers load the truck and tell that I am at 300 c. ft. Great! The movers then go outside to call the "office". The movers then inform me that I will be charged for 75 additional c. ft. I ask why. They say, "I do not know. We can call the office." We call, on speaker phone. I ask why I am being charged more for space when I am only at 300 c. ft. The man asks, "Who told you were at 300 c. ft?" I respond, "the movers standing right next to me." The man starts screaming and yelling at us. Saying such things as "oh, so you all are a team now" and "you all are in cahoots". And then he hangs up on us. Despite me saying that I will pay the movers what I owe based on the original bill, the movers decline to accept money and leave, stating, "We will have someone call you." No one ever calls me. I call the office on Monday and explain the situation. When I tell the woman that fraudulently bumping up the weight is a crime. She hangs up on me. I send a text to the man that I spoke with on July 22nd, saying I needed help with my move. I receive no response. At this point, I do not know the companies next move. Have my items been stolen? What is the plan? No one will communicate with me. Fraudulently bumping the weight on an interstate move is a federal crime.

  Business Response

  Date: 08/01/2023

  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 10, 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 $1117.13 and securing a position on our calendar.

  On July 22, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional 65 cf. which required an additional payment of $253.00

  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.
  

  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.
  

  Thank you for your time and attention to this matter.
  

  
  

  Customer Answer

  Date: 08/02/2023

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

• Initial Complaint

  Date:07/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business gave me a binding estimate to move 20 items on the list and grossly underestimated the space those items would take up in the truck. The truck drivers arrived were only able to load two items on the list in the allotted space. The drivers appear to be a third party.
  I spoke to their manager and he told the drivers they could only load two or three more boxes or cancel the move. I canceled the move and they charged $400 to unload the two items. I then spoke to customer service at Us interstate and rail LLC They had charged half up front to book the move and refused to refund my deposit.

  Business Response

  Date: 07/31/2023

  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.
  
  Timeline of communication and events:
  
  On July 15, 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 $1203.61 (via credit card) to secure position on our calendar for first availability pickup date of 07/28/23 - 07/29/23.
  

  Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier 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 where the additional charges and services came from. Which was signed off by the customer indicating this was agreed by the customer.
  
  On July 29, 2023, the customer refused service on-site at Pick Up. 
  
  
  
  To address the allegations we would like to provide the following:
  
  ?  Binding moving estimate was signed and agreed to prior to accepting a payment.
  
  ?  The estimate was based on the items that the customer provided.
  
  
  To conclude, customers desired resolution was a refund of deposit in the amount of $1203.61.  However, the company has concluded, after careful review of field reports, account records and cancellation policy, we are not able to provide a refund. The company would have much rather executed the move for the customer. 
  
  Thank you for your time and attention to this matter.

• Initial Complaint

  Date:07/31/2023

  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.

  On 7/8/23, I spoke to **** from US Interstate and Rail stating they were interested in doing my move from NYC to Colorado. He informed me that a job was cancelled in my area and that if I could have them pick up the stuff on 8/8/23, he would be able to give me a substantial discount due to already having a truck and plans set for this date. I gave him my inventory so he could come up with an estimate. On 7/12/23, we spoke again. After confirming all the dates & rates, I asked him about insurance related paperwork. **** assured me that they have and would provide the necessary COI and that this would not be an issue. I double checked with him stating, "Are you sure, this is a fancy building". **** said he was sure as they move people in and out of NYC all the time. The final total cost on the estimate was 4002.75. **** connected me to their processing department to put half down now in order to reserve the date & rate. I paid 2001.37 and thought all was well. On 7/25 my building asked them to send their COI to their insurance dept. US I & Rail did and my building replied to them stating that there were gaps in their COI and they needed them to resolve and resend. I didn't see a reply from US I & Rail so I called them and somebody told me they couldn't meet these requirements. I explained that their relocation specialist assured me they could. This person claims they do move people in and out NYC but they could not change their COI. I said if you cannot do the job, can I get refunded what I paid. He said no, we don't refund. I said but you're telling me you can't do the job due to your inadequate COI after your relocation specialist assured me that this specifically would not be an issue. I am out the money, have no mover, must leave NYC on 8/12 and need my belongings to be in CO on 8/14 for work and school. They really scammed me. All I want is my refund since they cannot do the job they committed to, not to mention the other issues I now need to deal with.

  Business Response

  Date: 07/31/2023

  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:
  
  Due to the misrepresentation prior to arrival, the provided crew members were unable to service. Therefore resulting in a cancellation. The company policy states "IF PICKUP IS REFUSED BY THE CUSTOMER FOR ANY REASON, THE DEPOSIT IS FORFEITED." 
  
  Due to any inconveniences that caused the customer, for a discounted rate the company the company is willing to re-attempt service. 
  

  Thank you for your time and attention to this matter. 

  Customer Answer

  Date: 08/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I did not reject or cancel the service as they state, that is not accurate  The move pick up date is 8/8/23, today is 8/1/23  They admit they have miss represented themselves to me (lied to me) the customer, resulting in them not being able to do the service. Then they state they will do the service.  The problem is they claimed they had a COI that meets my buildings insurance requirements before I paid.  After I paid 2001.37, they said sorry, we don’t have a COI that meets your building requirements.  That is called fraud. I will still use their service which is supposed to be 8/8/23, but they said they can’t due to having an inadequate COI.  If they are honest and accurate about their COI before I paid, I would not have signed their contract. It is shameful what they did.  Why am I still paying for a service they claimed they could do but only after I paid said they can’t do it.  I hired another company and they provided me with a COI that my building requires.  The difference is US Interstate & Rail does whatever it takes, in my case lie, to get peoples money only later tell them they can’t do the service they were paid for and will not refund the money. A company with the slightest customer service and integrity would refund me due to their miss representation.  Its shameful that they have the nerve to point to their contract.  This scheduled pick up date has not even arrived but since they don’t have the required COI, they had to cancel.  Imagine you need foot surgery and I claim I am a foot Dr. I claim I am licensed and able to perform the surgery so you pay half up front prior to the surgery.  Then, after you pay I say sorry, but I I don’t have the license required to do the surgery. That is called a scam or fraud. Thats what US I & R did to me and they need to refund my money.  

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

  Business Response

  Date: 08/01/2023

  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:
  
  ?  The binding moving estimate was signed and agreed to prior to accepting a payment.
  
  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 are willing to provide a 12 month credit for any future long distance move.
  

• Initial Complaint

  Date:07/31/2023

  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.

  I utilized Interstate and Rail to move my household belongings from Colorado to California in June. I was assured through every step of the process that I would receive weight tickets for my goods as I need them to be reimbursed by my employer, the US Army, for my move. After 5 weeks of being in California, I still have not received my weight tickets despite numerous phone calls and being told they were on their way. I finally spoke to an HR rep who told me they in fact do not do weight tickets and I would not receive any for my move. These weight tickets meant I would have been reimbursed $6285.38 from the Army, but now I will not because this company lied to me on multiple occasions. They repeatedly told me they worked with the military and that I was "coded" in their system as needing weight tickets.
  
  There were numerous items that were missing from my move including a television, parts of my bedframe, and a suitcase full of appliances. These items are valued at approximately $1200, and I now must replace them. I am also missing a bag full of army equipment that is valued at approximately $500 that I will be charged for by the Army, totaling approximately $1700 worth of items that I must repurchase.
  
  The movers also left a box of someone else's belongings in my apartment that I now must dispose of.
  
  When I brought the complaint regarding the missing items to US Interstate and Rail they offered me a settlement of $85 because I had only purchased $.60/lb for moving insurance. While I recognized I went with the cheapest insurance I did this because I did not imagine that they were going to lose $1700 worth of my belongings.
  
  Altogether I paid $6344.43 just for US Interstate and Rail to lose $1700 worth of belongings and not give me my $6285.38 weight tickets, almost an $8,000 loss to myself.
  
  My case number is *********.
  US Interstate and Rail US DOT#*******

  Business Response

  Date: 07/31/2023

  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.
  
  Timeline of communication and events:
  
  On May 15, 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 $1034.91 (via electronic check) to secure position on our calendar for first availability pickup date of 06/08/23 - 06/09/23.
  
  On June 4, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding additional items which required an additional payment of $300.00.
  
  To address the allegations we would like to provide the following:

  ?  We have called the customer and provided claims information.
  
  To conclude, customers desired resolution was a refund of deposit in the amount of $1334.91.  However, the company has concluded, after careful review of field reports and account records, we are not able to provide a refund.  However, for any convenience we are willing to provide a future long distance move at a discounted rate. 

  Thank you for your time and attention to this matter.  
  

• Initial Complaint

  Date:07/26/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. The sales person who handled my quote (****** ********) was clear and adamant that USIR was not a broker and that they would be handling our move directly. I didn't see the clause in the binding moving contract that allowed them to contract out to a different company (which they did). I understand as a consumer I should have read every single word of the contract, but I was verbally told they weren't a broker and that was a big selling point ****** wanted me to know! Trust was zero after I realized what had happened.
  
  2. The move took 37 business days. Our contract estimated up to 21 days. This was egregiously longer than what we had been told.

  Business Response

  Date: 07/26/2023

  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 March 11, 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 $2091.41 to secure a position on our calendar.

  On May 8, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional 130 c.f. which required an additional payment of $515.00.

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

  
  
  Customers desired resolution was for a refund in the amount of $2606.41.  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: 07/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the company does not seem to have any issues with their sales representatives lying to potential customers about how their company operates. I believe their practices are dishonest and I want to make sure future movers are aware that the company is fine with lying to consumers in order to get their business. Additionally, the company states their communication was clear. This was not my experience. I was told three weeks in a row that my stuff would be "loaded by Friday". I was once told that my move had been canceled while I was still waiting on my belongings. I also was told multiple times to contact my carrier who did not pick up the phone, accept voicemails, or answer emails. USIR provided absolutely zero value as a broker. I wasn't even told that another company would be handling my move -- a random moving company just showed up on our move day. Other consumers should be fully aware of what they're getting into. 

  If the company reconsiders their response and wants to take accountability, I am always willing to hear them out. But I will never seek their business ever again and will go out of my way to make sure other consumers are aware of their dishonest practices. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 07/27/2023

  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:

  Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA (Federal Motor Carrier Safety Administration) motor carriers.

  In addition to the mentioned above statements, US Interstate and Rail stands by our previous assertion and thereby not we are not able to provide a refund for deposit.

  Thank you for your time and attention to this matter.
  

  Customer Answer

  Date: 07/28/2023

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

• Initial Complaint

  Date:07/24/2023

  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.

  Interstate and Rail moving company is a scam. For three days ****** from sales called me as he knew I was looking at other quotes including hsuling by UHaul for my cross country move. He knew I was escaping a bad situation and whst my budget was. He first quoyed me $6,000 and I told him I couldnt do that. He claimed to talk to supervisor and got cost to $ 3600. I asked during thsy conversatipm before signing how long it wpuld take to gey things from ***** to *** ******. He said 7 to 14 days days but more around 7. They picked my entire belongings up on July 6th in ***** which took all day and they ending up charging me $2,000 more then the quote even though my boxes were less then the quote and I lessened the load by one bed. I was quoted for 38 boxes I had 35. They dropped my grill and sons bed frame while loading. 7 days after they left I called to check status and they said belongings were still in warehouse in Pocatello. They kept claiming I told driver who picked up things 16th was first avaible date. I told driver no such thing, a matter of fact, I told hom it was imperative they arrive closer to the 7 days because of my situation for my children. (Escaping domestic situation). I called them on Friday July 21st and my things were still in warehouse in Pocatello according to dispatch. The Friday before that they said they assigned a driver and should be leaving on Monday! They are way past the 14 days promised and me and my children only have 14 days of clothes to our names and air matresses. I want my belongings and deserve a discount esoecially since they upcharged me. In tge state of ***** if you hold onto belongings more then 20 days it is considered theft! This company is nothing but a huge scam takibg advantage of people in need of moving services.

  Business Response

  Date: 07/25/2023

  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 June 21, 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 $1429.44 to secure a position on our calendar.(please see attached 1)
  

  Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the volume that customer would occupy, exceeded the amount initially estimated.  This adjustment in volume caused the increase in price.  As provided by the customer, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer.
  

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

  The delivery spread the customer signed and agreed for is 07/15/23 - 08/25/23. (please see attached 2)
  

  Customers desired resolution was for the adjustment in price rescind to the initial cost and for the job to be finished 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.

  Customer Answer

  Date: 07/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: First of all the volume was not larger then originally quoted, a matter of fact it was less. I disputed with them for over two hours on this matter in recorded conversations on their end on 07/06/2023. They would not load the trucks unless I agreed to signing. Even their driver told them I did notvhave anything additional.  If you read the many complaints on line about this company they ate notorious about upcharging at pick up and extended delivery. I urge you to pull all recorded coversations as you will find they have not been communicative at all. Every communication on my belongings being delivered has been initiated by me. Today is 07/26/2023 and I still have not received my property. I called customer service at 10:52 am to request to speak to dispatch and they put me on hold until 11:01 . Same representative came on and said driver woukd call 24 hours prior to delivery. I did not accept that answer and requested a manager . At 11:16 am they stated that they were having technical difficulties and could not transfer me to dispatch. Customer service rep was ****. In addition I point blank asked if my merchandise had left Pocatello yet and he said only dispatch could answer that. At NO time did theynsay merchandise would take a month to get to you. They falsified informed at the beginning and said no morevthen 14 days just to get me tobsign with them. Just like they reduced costband upcharged at pick up. I request all recorded conversations. I asked what warehouse in Pocatello my stuff was at and they wouldn't tell me. These belongings are NOT theirs and this is theft because all they literally have done is pick stuff up and put into warehouse. Over 4,000 dollars for lisd and store. Meanwhile my family for 20 days now has been sleeping on air matresses . This is complete fraud. They never answered when my stuff would be delivered, has it left Pocatello, why I can notvretain my belongings, and if they are ever going to complete job!! The discount I requested is for inconvenience and stress on my children and for frsdulent and misleading statements to sign snd coerce signature.  
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 07/26/2023

  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:

  We stand by our previous assertion and will not be providing a refund in any form. The delivery spread the customer signed and agreed for is 07/15/23 - 08/25/23. The customer will be delivered between that time frame. 

  For any inconvenience, we would however be willing to provide a discounted rate for any future long distance move.
  
  

  Thank you for your time and attention to this matter. 
  
  

  Customer Answer

  Date: 07/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because they verbally stated under false pretenses that they would have my stuff to me in 14 days yet it still sits in Pocatello. I will never use them agsin so their offer of discount means nothing. I have contacted the Sheriffs office in ***** for a complsint of theft. They continously do not return calls and yesterday claimed their system was down. They deserve a zero rating with BBB.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:07/21/2023

  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.

  Job number ********* agreement on 4/18/2023. Articles list "1 safe", "50 cf"
  Relocation details state an estimated volume of: "286 cf (2002 lbs)"
  Quote for $1,108.02. I paid this.
  
  Verbally communicated that this is a "Fort Knox Titan Series 7241 safe" and "this safe is very large and heavy, it is located in the garage and there is a straight shot to the driveway no more than 30 feet away". I was repeatedly told "it's ok we do this all the time."
  
  On July 6th, a person name "***" came with 2 others in a lift truck. They didn't have a pallet jack or similar to move the safe from the garage to the back of the truck, which was approximately 30' away. *** said that he needed a pallet jack to move the safe. He inspected the safe and made the determination that he would be able to get the appropriate equipment and would return on Monday. He told me that his boss was going to call me and explain that were going to be added charges. *** returned on July 10th with a pallet jack and was still unable to get the safe on the truck.
  
  I called US Interstate and Rail to discuss the added charges. I talked with multiple people, the one I remember talking to the most was *******. I was not happy, but ultimately agreed to pay an additional amount for the lift and jack (or whatever they deemed necessary at the time). I paid an additional $1,688.42 for this. They agreed to be there on July 17th.
  
  On July 17th no one showed up or called. I finally got a hold of them on July 19th and was reassured that they would pick up on Thursday morning 7/20.
  
  The movers (2 men) showed up with a pallet jack and a lift truck on Thursday morning 7/20, they were unable to get the safe on the truck...they put the safe back in the garage and left.
  
  US Interstate said they were unable to do the job, said I didn't provide enough information.
  US Interstate agreed to pay back the $1,688.42 for the equipment upcharge.
  US Interstate refuses to pay back the initial down payment of $1,108.02.

  Business Response

  Date: 07/22/2023

  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:
  

  Timeline of communication and events:
  
  On April 18, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $1108.02 (via electronic check) to secure position on our calendar for first availability pickup date of 07/05/23 - 07/06/23.
  

  We strive to accommodate customers arriving within the requested window for pickup however, due to unforeseen delays, no promises can be made.  In fact, the Binding Moving Estimate policy makes clear “All pickup,  load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates.”  
  
  Customers desired resolution was for a refund in the amount of $1108.02.  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: 07/27/2023

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

  The item that was to be picked up was exactly as described in the contract (estimate).  The item was "1 safe 50cf weight 2002 lbs."  I don't know how much clearer of a description is needed.  If US Interstate and Rail is unable to handle the job, don't take the job.  

  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 07/30/2023

  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:
  

  Due to the misrepresentation of the inventory prior to arrival, the provided crew members were unable to service. Therefore resulting to an On-site Refusal. The company policy states "IF PICKUP IS REFUSED BY THE CUSTOMER FOR ANY REASON, THE DEPOSIT IS FORFEITED." 
  

  Due to any inconveniences that caused the customer, for a discounted rate the company the company is willing to re attempt service. 

  Thank you for your time and attention to this matter. 

  Customer Answer

  Date: 07/31/2023

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

  
  
  The item that was to be picked up was exactly as described in the contract (estimate).  The item was "1 safe 50cf weight 2002 lbs."  I don't know how much clearer of a description is needed.  If US Interstate and Rail is unable to handle the job, don't take the job.  I want my initial deposit returned because the job was not able to be completed as agreed upon.
  
  
  
  Sincerely,
  
  
  
  **** ****