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:07/18/2023

  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.

  During the reservation call, I gave an itemized list with dimensions of my items. A contract was written based on those items, a price was given, and I paid a deposit of $744.33 my total $1860 quote. Twice leading up to the move, I was contacted to confirm my list again and go over what to expect before movers arrived. I was told I would receive a phone call the day prior (7/16) going over pickup times, payment details, and any final notes. That call never came. During booking, I was told my pickup was scheduled for an 8am-10am window. By 9:30 the morning of my move, I called and sat on hold for nearly 20 min before speaking with someone that assured me movers were coming, and I would receive a call 30 min to 1 hr prior. Instead, I never got a call. A man that spoke zero English arrived & rang my doorbell just after 1pm. They sent ONE man to load my furniture. He communicated by typing everything into his phone & hitting translate. When I called US Interstate & Rail I was connected to a man named ****, who gaslit me & told me I didn’t verify the space needed for my items. Mind you, the number of cubic feet on the contract is the number THEY gave me based on my item inventory. I did not ask for that space on the truck, that is the number they calculated & gave the estimate for based on the items I was shipping. He told me “I should have known better & booked a bigger space.” He even laughed when I said I assumed the list I gave would fit in that space since that’s what my contract was drafted for. So much for the “professional team & customer service” promised in my so called contract. He said my deposit was non-refundable. When I refused to pay nearly double my original estimate, he hung up on me. This seems to be the common theme, they intentionally give a low cubic ft estimate, sell you on that initial estimate, then gaslight you & tell you your items aren’t going to fit in the space THEY estimated them to fit in. They did not fulfill their end of the contract.

  Business Response

  Date: 07/19/2023

  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 5, 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 $744.33 (via electronic check) to secure position on our calendar for first availability pickup date of 07/17/23 - 07/18/23.
  

  On July 12, 2023, the quality assurance department contacted the customer. Quality Assurance's responsibility is to go over the move again in detail and make any changes prior to the move to avoid situations like these. The customer advised the quality assurance department of no changes or additional items.
  
  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 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 $744.33. However, company has concluded, after careful review of field reports, account records and cancellation policy 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:07/17/2023

  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.

  Hired a moving company to take my things from Spokane Wa to Las Vegas NV between 6-27/6-29. They did not pick up my items on time instead showing up at the last possible second to get my keys before my flight with my wife and 3 young children and not having starting the move till 7/2/23 (which somehow nearly double in price and cft)claiming the job to be completed, my land lord then sent me pictures of more then half of my items still in the unit on the same day. they mostly took things that can't replaced like photo albums keepsakes and my childrens stuff animals. Me and my dad had to take time off work to go pick it up and they wouldn't give me the address or surrender my items to me without paying for the pick up they didn't complete which was over $2000 now instead the original $900 we had agreed on. They won't resend me my contact show me proof they even have any of the items respond to my request to give me my items back as they failed to do the job and will not give me my keys back or send them in as also agreed in the contract. Can provide deposit information but not original contracts as I no longer have access to them which I was not informed that I loose access.

  Business Response

  Date: 07/17/2023

  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.
  
  Timeline of communication and events:
  
  On June 12, 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 $896.02 (via electronic check) to secure position on our calendar for first availability pickup dates of 06/27/23 - 06/29/23.
  
  On June 26, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional 55 cf. which required an additional payment of $365.50
  

  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 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 $1261.02. 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: 07/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: My complaint isn't so much about date issues, it's more of your company went through my things, lied about how much space it was going to take up because I fit what was left which was the majority into a 400cft trailer with more then enough room what they have taken, broke into my filing cabinet, only took things that can't be replaced, won't give me the keys back or make an effort to return them or communicate with me about it, and basically is extorting me for a unrealistic amount of money for job that was never finished even though *** said " the job was completed". The problem is dishonest business practices and is trying to scam and say it's my fault. I just want my items back they are stealing for children with disabilities and people who have basically nothing.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 07/19/2023

  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:

  The customers First Available Delivery Dates are 07/10/2023 - 07/12/2023. The company will deliver within the 30 business day spread from that date.

  Thank you for your time and attention to this matter.

  Customer Answer

  Date: 07/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The delivery date was TBD, and that doesn't address the shady business practices that I have a problem with. I just want my items back at this point and think paying over $2000 for a pick up that wasn't  complete is ridiculous. I was told the job was completed on 7-2-23 by *** and then was sent pictures with the majority of my items still in the apartment by the landlord later in the same day. Again the main items that were taken were stuff animals, clothing, keepsakes, mattresses, and photo albums. All of which would not have even filled the rest of the 400cft trailer I had to rent to finish the job you hired for. Not to mention the refusal to return keys to the property management and breaking into my filing cabinet. You are actively extorting a family with small children in their time of need and that is not good business.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:07/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 11, 2023, I entered my information onto Moving.Com. On May 11 at 630PM PST Patrick from United Interstate and Rail called me for a quote and to create a move date. On May 12 at 1230 PM PST I talked with ***** within the 72 hour cancellation window to cancel the service. On May 18 807AM PST, I talked with **** and she said I will be getting the full refunded amount in a check. On May 19 1131AM PST I received a confirmation email of the cancellation. On June 27, at 733 AM PST spoke with *****, I should receive the check within 6 weeks and I should call back to talk with *****. Called back at 1pm ***** was unavailable, ****** said I should receive a tracking number for the check by July 11. On July 8 at 958 talked with ***** who transferred me to ******, whom said I should get the tracking on July 11. July 11 I called to speak with *****, again I was redirected to ****** whom told me I should receive my check on July 14. I still have not received the tracking number and this date keeps getting pushed. I believe this is a fraudulent company that keeps refusing to pay/refund me $770.07 USD. I also filed a complaint with the Federal Trade Commission, Consumer Financial Protection Bureau and I will contact the State Attorney General.

  Business Response

  Date: 07/12/2023

  We have received consumer complaint and have thoroughly reviewed account.
  
  We appreciate customers' feedback as we are always looking for ways to improve our services. That said, we would like to address the following:
  

  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: 07/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It has been over 60 days since May 11 when I called to cancel my service. When I call, your team tells me to talk to *****, whom never answers my calls nor responds back to me. I was told to call on Friday for the past two weeks already and that my check would be sent and I would receive a tracking number once it is sent. This has never happened. At this point I believe you are a fraudulent company with false claims. I have also reached out to the FTC and CFPB for further investigation. If you say you are going to issue a refund at a specified time, then do it.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 07/17/2023

  We have received consumer complaint and have thoroughly reviewed account. That said, we would like to address the following:
  
  On May 19th, the company received the official cancellation from the customer. 

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

  Thank you for your time and attention to this matter. 
  

  
  

  Customer Answer

  Date: 07/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I called again, July 21 at 932 AM PST. Was told that it is still in process and will receive a tracking number when it is sent out. Checks are mailed every Friday. I have been calling every week and get the same response. There are no escalations and nothing is ever being done.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:07/07/2023

  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 hired this company to move my household belongings from Louisiana to Indiana. I told him that it needed to be there on June 16
  This is a senior center retirement place so I thought my furniture would be directly sent. I’ve been here for two weeks and they haven’t even loaded my furniture to bring it to Indiana and I’m told they have 30 days to get it here.
  Now I’m having to stay in an apartment with no furniture and a camping chair to get me by. All my kitchen appliances dishes plates are loaded in the truck with my furniture so I’m left with nothing and I can’t get anybody from US interstate in rail To give me an answer as to what’s going on. I have paid two installments on the charges for this move and have not heard one word I need you to find out if you can what’s going on

  Business Response

  Date: 07/08/2023

  We appreciate customers' feedback as we are always looking for ways to improve our services. That said, we would like to address the following.
  
  Timeline of communication and events:
  
  On May 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 $1641.26 (via electronic check) to secure position on our calendar for first availability pickup dates of 06/12/23 - 06/13/23.
  
  On June 6, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional 120 cf. which required an additional payment of $400.00.
  

  We strive to accommodate customers arriving within the requested window for pickup however, due to unforeseen delays, no promises can be made.  In fact, the Binding Moving Estimate policy makes clear “All pickup,  load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates.” 
  
  Customers desired resolution was for delivery of their Household Goods. After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. The customer will be in fact delivered between the delivery spread that was signed for (6/16/23-8/1/23). 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: 07/11/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:07/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company is keeping my stuff and refusing delivery on the agreed on date. The date passed two weeks ago.

  Business Response

  Date: 07/06/2023

  We have received consumer complaint and have thoroughly reviewed account.
  
  We appreciate customers' feedback as we are always looking for ways to improve our services. That said, we would like to address the following.
  
  Timeline of communication and events:
  
  On May 26, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $631.50 (via electronic check) to secure position on our calendar for first availability pickup dates of 06/24/23 - 06/25/23.
  

  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 communication from company.  After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate.  Therefore, the client will be delivered between the spread they signed for(6/28/23 - 8/10/23). 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:07/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sold a pick up window of two days time 6/29-6/30/2023, they also sent me 4 confirmation text messages prior as well as a call on 6/28 to confirm contents of my shipment. The confirmation I received via text message included the wording “confirm “ for pick up on 6/30 between 2-6pm. They never called me or reached out to me during the pick up window to let me there was anything wrong. We never got our belongings picked up and had to rent a truck from uhaul and do the move ourselves. We paid almost $800 in down payments and now they are reporting I’m trying to cancel. They themselves breeched the contract and re now refusing to rerun our money. Please help us. Thank you

  Business Response

  Date: 07/06/2023

  We have received consumer complaint and have thoroughly reviewed account.
  

  We appreciate customers' feedback as we are always looking for ways to improve our services. That said, we would like to address the following.
  

  Timeline of communication and events:
  
  On May 23, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $558.25 (via electronic check) to secure position on our calendar for first availability pickup dates of 06/01/23 - 06/02/23.
  
  On June 26, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional 35 cf. which required an additional payment of $165.50

  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 $723.75.  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: 07/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I received 4 text messages starting on June 26, 2023 asking me to Reply Confirm to a scheduled pick up on 6/30/2023 between the hours of 2pm-6pm, not once on that day of 6/30 did I receive any communication from US Interstate and rail that my move would not happen or be delayed. No one notified me of any changes to the pick I was asked to confirm for 6/30. I believe the company clearly demonstrated a breech in their contract by confirming with me and then not communicating at all with me.

  I didn’t cancel, they completely defaulted on me. they’re stealing my money and committing fraud!
  

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

  Business Response

  Date: 07/08/2023

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

  Therefore, we stand by our previous assertion and will not be providing a refund in any form. However, the company is willing to accommodate a future long-distance move at a discounted rate for any inconveniences.
  
  Thank you for your time and attention to this matter.
  
  
  
  

  Customer Answer

  Date: 07/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  As attached previously, the Company sent me a Confirmation Text for 6/30/2023 between the hours of  2pm-6pm, they sent me a CONFIRMATION TEXT 4 times with in that week prior to 6/30, I am completely understanding they are saying everything is estimated, and I would have been completely on board had they not sent me 4 messages asking me to CONFIRM FOR 6/30, it is clearly their mistake in asking me to confirm for 6/30, had they stated my pick for 6/30 is an estimate, that would be entirely different.  The company is clearly at fault here.  I am not in agreement with their response due to the fact they asked me 4 times to confirm for 6/30 pick up.  
  
  
  
  Sincerely,
  
  
  
  ******** **********

• Initial Complaint

  Date:07/03/2023

  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.

  From: ****** *********** <**************************>Sent: Wednesday, June 28, 2023 2:27 AM
  To: ************************ <************************>Cc: ************************** <**************************>Subject:
  I also have an overcharge claim against this company too.
  
  The driver who picked up my items in ********* MA
  on May 27th also asked me for an additional $625 in addition to the already paid advance of
  $ 1663.00
  and $ 3879.00 to the driver when he came to pick up my goods
  I then called a ******* of Dispatch logistics( in New Jersey ) and mentioned to her about this additional $625 that the driver took from me [her phone numbers are (***) *** **** and (***) *** ****] she told me that the pick up driver should not have asked for the $625 and that this amount will be adjusted as a credit in my favor when I pay the final bill at the time of delivery.
  
  Then on Sunday evening, a *****, ( her phone number- *** *** ****) Manager of dispatch and delivery, called and told me that I will have to pay the Bill of lading cost of 1950 + an additional $ 1000 for a shuttle to transfer the items from the 18 wheeler truck to a small truck. She would not adjust the credit on my final bill, but told me she will call me on the morning of Monday June 26th(yesterday) about the credit of $625 after talking with the pick up driver. I have called her twice yesterday and twice today and left voice messages, but she has not called me back yet.
  ?******************HERE IS my complaint ********************
  My wife is very upset that she has lost a big suitcase full a special custom made specialty AND VERY EXPENSIVE dresses(difficult to replicate, takes time and effort) about 28 of then to which she is sentimentally attached to.ANOTHER box full of religious items to make special prayers and Pujas during festivals. We are also missing a 20" TV with electronic fixtures and couple of other boxes. Too many household damaged items missing and damaged to mention here in detail.
  

  Business Response

  Date: 07/03/2023

  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 21, 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 $1663.32 and securing 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.  These adjustments were for including but not limited to the increase in volume.(please see attached_2)

  On June 26, 2023 the customer accepted delivery. The following day he contacted customer service with concerns of damages, at this time customer service provided him claims information. 

  Customers desired resolution was for the adjustment in price rescinded 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:06/29/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a delivery order with Us Instate Rail and moving company. The delivery started on May 31st. 2023. It is now June 28th, 2023 and I still have not received my delivery. One of the operations there claim they didn't have an address on June 26th 2023 . He claims he updated my profile and thing would be moving forward.. But I still have not heard anything from the company but the same lie is told ever time I call or email. " That the truck is being loaded and someone will contact me in 24 hours before they get here. And I've yet to here from them. I feel like I've been scammed out of my belongings and my money. I hope you can help me to receive my belongings . It's been almost two months now and I'm can't get a honest word froo

  Business Response

  Date: 06/29/2023

  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 1, 2019 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 $2094.00 to secure a position on our calendar.(please see attached)

  On May 25, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional 130cf which required an additional payment of $500.00.
  

  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 is for delivery to be received.  After careful review of the account, the company has concluded the truck was loaded yesterday and is in route for delivery. Therefore, With regard to the BBB, the company does consider this matter closed unless additional information can be provided. However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences.
  
  Thank you for your time and attention to this matter.
  

  
  

• Initial Complaint

  Date:06/27/2023

  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 recently paid for a moving company "US Interstate and Rail" to move my belongings in my studio unit in New
  Windsor, NY to Sparks, NV. I was given a binding estimate based on a list of items I needed them to transport for me. I
  paid half via direct payment from my checking account. The original pickup date was for Saturday, 6/24 with a back-up
  date of Sunday, 6/25. On 6/21, I confirmed the items I was moving and received a binding estimate for. I also signed a
  bill of lading confirming my binding estimate and my scheduled pick-up date on 6/24 with a pick-up window of 0800 to
  1200. There is no delivery spread on my copy of the bill of lading. On 6/24, the movers did not show up. I called twice
  throughout the day to confirm their arrival and I was told they were still coming. Around 1745 on 6/24, I received a call
  saying they were going to pick up my items on 6/25 between 1400 and 1800. On 6/25, the movers did not show up. I
  called to confirm around 1245 on 6/25 that they were planning to arrive and they said the time window had not changed.
  Around 1830 on 6/25, the mover called me directly to say that he had another job ahead of mine and he would not finish
  there until around 2200 and would have to start my pickup after that although he said I would receive a call from the
  company to discuss other time windows. I did not receive another call on 6/25. On 6/26, around 1000, I called to request
  information on my pickup and they told me that they did not know when the movers would arrive although they were still
  planning to pick up my items. I then requested a refund because they did not honor the times they agreed upon picking up
  my items. I was informed that they can only provide a future credit for another move valid for 12 months if I cancel and
  that it's spelled out in the bill of lading, however my copy does not include this information.

  Business Response

  Date: 06/27/2023

  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 June 7, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $1212.10 (via electronic check) to secure position on our calendar for first availability pickup date of 06/24/23 - 06/25/23.
  
  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:
  

  ?  Binding moving estimate was signed and agreed to prior to accepting a payment.
  

  To conclude, the company has not only stayed in clear communication with the customer, however our end of the contract was in fact executed. With regard to the Office of U.S. Department of Transportation / Federal Motor Carrier Safety Administration, the company does consider this matter closed unless additional information can be provided.
  

  Thank you for your time and attention to this matter.
  

  
  

• Initial Complaint

  Date:06/26/2023

  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 used this company to move from Texas to Mexico. They stated that they were direct to consumer and my stuff would be shipped to me. I am missing 4 boxes of alcohol and a box of graphic novels as well as 2 boxes clearly marked fragile they were broken and smashed. They also gave me items that do not belong to me. I’ve been trying, for approx 1 month, to get the paperwork from them showing they picked up my items and delivered them to me, so that I can file a claim to get compensated for the items missing and destroyed. They keep putting me off and telling me to call back. They will NOT give me the paperwork. I do have picture of items they destroyed.

  Business Response

  Date: 06/26/2023

  We have received consumer complaint and have thoroughly reviewed the account.
  

  We appreciate customers' feedback as we are always looking for ways to improve our services. That said, we would like to address the following.
  

  Timeline of communication and events:
  
  On April 11, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $1008.00 (via electronic check) to secure position on our calendar for first availability pickup date of 05/20/23 - 05/21/23.
  
  On May 15, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional 50 c.f. which required an additional payment of $400.00
  

  On May 31, 2023 our company provided the customer with the insurance claim template and insurance claim information.
  

  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 will assist customer in the processing of his/her claims through our local FMCSA motor carrier. 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: 06/27/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i was NOT provided with a copy of the paperwork stating the items were delivered, what was delivered, etc. I need those in a PDF so that I can file the claim. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 06/29/2023

  After further review this file has been closed after move was successfully delivered. For further details or requests you may contact office directly at ************ (office) or E-mail at **********************.

  Thank you for your time and attention to this matter.

  Customer Answer

  Date: 06/29/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the items were delivered, yes. But I had items that were shattered, not delivered, and I need the paperwork that was showing they were delivered so they I can file a claim. I was NOT issued a physical copy of paperwork upon delivery.  I need this so I can file a claim and get compensation for items NOT delivered and the ones that were shattered. Please send me the documentation. 
  
  
  
  Sincerely,
  
  
  
  ******* ******