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:08/04/2022

  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.

  When I signed the contract for this company to move us from ************ to ********, ** this spring I was told that a U Haul truck would pick up our items and drive them to ** in 5-7 days. What they did not tell me, and later acknowledged by email that they do not disclose to clients, was that they took our items off the UHaul and put them on a tractor trailer with other peoples" goods, delayed the delivery 10 extra days and then charged me a $2000 fee to then move the items from the semi to another UHaul truck saying the semi could not make it down the street to make the delivery. Had they advised this was their process I certainly would not have used this company. In addition to the fraudulent bait and switch fee of $2000, we incurred hotels bills of $2271.69 to make sure we were on site for the 5/19 delivery date, and $2959.20 in "overload" charges despite my detailed list of items, and a $600 packing fee, despite the fact tat I paid a private company to pack all items who was on site the entire day the movers picked up our goods.

  Business Response

  Date: 09/12/2022

  First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.  However, we want to be clear that the clients delivery was not delayed at any point. The client was provide a timeframe of **** business days in the pickup confirmation email and in the Important Shipment Status Information email she received after pickup. Both emails, the estimate, and final contract also clearly state that the first available day for delivery is not a guaranteed delivery date.
  The first available day for delivery was 5/17/2022 and thedelivery was confirmed on 5/25/2022, 5 business days later. This is clearly within the timeframe provided to the client and well within the standard service period of 30 business days guaranteed in the contract. We are not responsible for reimbursing any housing costs incurred during this time and nowhere on the contract does it state that we will do so. 
  Regarding the additional $2000.00 the client was charged on delivery; this was a shuttle service fee. *************** is an additional service that is charged upon delivery if the location cannot be accessed by a semi-truck. Drivers are solely responsible for making this determination. Based on the drivers assessment of the location, it was confirmed that a shuttle service was required to complete our services, and this was confirmed with the client prior to delivery. This was not a bait and switch; it was a required additional service. The client was informed that their delivery may require additional services, and the cost of these services if needed, multiple times throughout the move. *************** is clearly stated on the Bill of Lading, which the client signed along with the revised written estimate on pickup. We also provide our clients with this information prior to booking. Additional Services, including shuttle service, are clearly stated in the initial estimate, verbally explained 48 hours prior to pick-up, and stated again in both the pickup and delivery confirmation emails.
  In addition, we are a federally regulated and licensed long-distance moving company. The fact that we ship our goods with an 18-wheel semi-truck is clearly indicated on our agreement. We are authorized to perform a shuttle service when an 18-wheel semi-truck is unable to access the clients delivery location. This is also stated in the Rights and Responsibilities of the Shipper Handbook by the ****** This handbook is provided to every client once they have booked with our company. Based on the drivers assessment of the location, it was confirmed that a shuttle service was required to complete our services as the delivery location was an apartment complex with no space to park a semi-truck and tight turns that cannot be made with a truck of that size. We can verify this with aerial imaging of the delivery location, which I have attached in this response along with a copy of the Bill of Lading with the clients signature. 
  All the terms & conditions governing the move are described in the paperwork that was signed by the client and the carrier to acknowledge that it was read and understood. We reached out to the client to clarify the above information.

  We regret that the customer found it necessary to file a complaint, but we trust that the above explanation enables them to better understand our position in this matter.
  

  
  

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 17674141
  
  I am rejecting this response because: I apologize for my delay in responding. I did review the companys letter to you which is well constructed and polite review of their contract.  What it fails to address is the bait and switch tactic used by their marketing department at the beginning of the process.  I asked specifically what size truck was picking up my household goods to make sure it was not a tractor trailer.  I then asked about the time frame for delivery and was told 5-7 days.  When  I was told only the night before the delivery 14 days later that, in fact, my belongings were on a tractor trailer and not the truck which packed them and that I must pay $2000 and that I could not contest the delivery method despite living in a neighborhood which does support tractor trailers by national carriers.  My complaint email to the marketing department stated that they do not disclose this information, ie the bait and switch, to customers when they sell their services. They appear to plan all along to use the alternate delivery, at a $2000 upcharge, and just dont tell customers up front. That is my complaint.  
  
  The company did offer a partial settlement if I would remove my complaint, but I advised them that making their practice public so others would see it was more important to me than $500. Their delivery service was acceptable, and only a few items were damaged with all the extra handling. I just would have chosen another company that used only one truck and was transparent in their dealings.
  
  
  ***************************

• Initial Complaint

  Date:08/02/2022

  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.

  Booked them in March of 2022, with an est of $4172.29 was told when we booked them our rate and date was set and that we would recieve multiple check ins before the move on June 1st to confirm inventory and that the est delivery would be 5-7 days. Was never followed up with and could NOT get ahold of the company at all 2 days prior to the move and had not recieved ANY contact from them confirming they were going to be ther for the scheduled pickup day. Then getting an email from them hour later asking if they could pick up our stuff a day early which we agreed to. They came and picked up our stuff on May 31 and said our new price was $6258.64 which was WAY more than previously told and now our stuff wouldbt be there in 5-7 days as previously told but 3-5 weeks instead. Our stuff ffinally got here July 1st over a MONTH later, and they wanted to charge ANOTHER $675 for a shuttle to deliver our stuff on top of the other half due that was already $1600 more than *********** agreed upon as well. We then said we werent going to take delivery and were going to come pick up our stuff ourselves which they fought us on very rudly. Finally they agreed to let us get our stuff, we both had to take time off work, rent a ***** and drive ********************************************************************************** the middle of nowhere where the drive showed up late then wouldnt let us take out stuff until we paid the other half for deliver in full for US going and getting it ourselves. And the driver was jumping onto and standing on our furniture in the truck. He barely did any of the work while 5 of us unloaded their truck and loadeed ours. At the end of it at so far 1 box is missing multiple items of furniture have water damageee somehow and they broke my dining room table that is almost brand new.

  Business Response

  Date: 09/12/2022

  First, we would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services.
  We value our clients feedback and take it very seriously. Our goal is to satisfy the clients complaint and address it within the terms of their agreement.
  Regarding communication with the client, once your inventory has been completed and sign, the next point of contact is the Final Inventory Review Email this was sent on 5/27, This email is sent to make sure that the client reviews their inventory for any changes that need to be made. Then 48 hours prior to your move **************** contacts you to confirm the *** for your pick-up. In some cases, we ask our clients if they are flexible with their pickup date, we do this to accommodate limited elevator reservations or loading dock reservations. If the client does not have the flexibility, then their pick-up date will remain the same.
  When our team arrives on pick-up our ******* will have the clients Esigned and approved inventory. The ******* then will complete a physically documented manifest. And at this time he will reconcile the client inventory. This client added 32 additional items to their inventory on the day of pick-up which caused their estimate to increase. 
   Per federal regulations, any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide a revised binding estimate which automatically cancels any previous estimates. The customer was provided a revised binding estimate which included all requested additional services prior to the loading of their goods to which their signature attests.
  In regards to the shuttle service the client was informed that the 18 wheel semi truck was not going to have access to his apartment complex and instead of paying for a additional service he decided to purchase is own rental and meet up with our semi truck, the closet location that our driver could find where he could legally park a semi truck for a long period of time was a truck stop.
  The client may file a claim for any discrepancies, disputes or grievances with our company for further compensation.
  We regret that the customer found it necessary to file a complaint, but we trust that the above explanation enables them to better understand our position in this matter.
  
  
  

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Pick up date: 6/10/2022; Job No: SC3196671. *********************************** I'm extremely unhappy & disappointed with this moving service; NOTABLY W/ MOVE US LLC. CUSTOMER SERVICE ***** Their dishonestly/ lack of ***************************************************** w/ not responding back to my numerous phone calls are just a few issues I have been or been battling with. Despite giving the moving specialist exact dimensions of all items (especially bulkier items such as desks, armoires, sofas) - they completely low balled the space required to fulfill my move (by 60%!!). To make matters worse, I had used a 15% promotional code that was applied to my estimate BUT THE MOVERS AND CUSTOMER SERVICE COMMUNICATED THAT THEY COULD NOT APPLY TO THE ADDITIONAL CUBIC FEET ACCUMULATED. My move was scheduled for a MORNING time slot and NOT TAKE PLACE AT THE APPROPRIATE TIME...it was pushed to an afternoon time bracket which also did not take place at the rescheduled time slot. No one contacted me about their delay; our belongings got picked up at 8 PM. Had to ship a couple of b/c my storage unit was closed due to their delay. Finally, a shuttle fee was charged & wasn't notified until 3.5 hours prior to our delivery. Mind you, our shuttle fee for about **** cubic feet came to a total of $1085.00. **************** could not readdress the fee at the time because my delivery was to arrive shortly and drop off would be canceled due to nonpayment. I was told by ***** ******* Manager ********* this matter can be reevaluated & discussed OVER PHONE AFTER DELIVERY. All of these disappointing experiences could have been addressed, resolved and alleviated after the move. THAT CERTAINLY HAS NOT BEEN THE ***** I have attempted to resolve these matters by leaving phone messages daily for past 3 wks, hoping to connect with an agent/ supervisor and receiving no response. GOOD LUCK W/ ANY FOLLOW THROUGH WITH THIS COMPANY. Once they've collected their monies, you are no longer a customer nor priority.

  Business Response

  Date: 09/19/2022

  First, we would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services.

  The client reached out about their move and provided us with a list of items they were going to move. Based on the provided inventory of 84 pieces of furniture, boxes and miscellaneous items, a sales representative estimated their move to require 640 cu ft. Due to delays in our truck schedule, we reached out the client and asked to push their pickup and in return offered a $100 rescheduling discount to which they agreed.

  On 6/10/2022 (pickup day), client added items and required additional services (long carry and elevator), about possibility of which they were informed at the time of booking and following the reservation (please see attachments 1 (INFORMATION EMAIL) and 2 (SIGNED PHONE ESTIMATE)). Upon visual walk-through their shipment was estimated to require **** cu ft of reserved space. A new revised written estimate was produced and presented to the client. The client reviewed, agreed to, and signed the revised estimate before the move. A coupon discount was offered to the client at the time of booking, per signed terms coupon discounts do not apply to overages and services added last minute on the day of the move (please refer to attachment 2 (SIGNED PHONE ESTIMATE), paragraph 6 "COUPON DISCOUNT").

  On delivery, a shuttle service was required as a delivery semi-truck could not access client's delivery location and a smaller shuttle truck needed to be used with items being moved between the truck an extra time. The client was informed about this additional service in advance (see attachments 1 & 2) and it was confirmed with them again on the delivery day. Following the delivery, client's community manager followed up with an email stating that their location has not restrictions for 18' trailer trucks, however original delivery truck was a semi truck hauling a 53' trailer.

  Client reached out to our customer service department, shared their stressful experience and requested a compensation of some sort. An additional discount of $560 was offered to the client bringing total discount amount to $1301.45. A claim form link and instructions were sent to the client following the delivery as well.

  We regret that the customer found it necessary to file a ******************** complaint, but we trust that the above explanation enables them to better understand our position in this matter.

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 17639093
  
  I am rejecting this response because: Like much of corporate *******, this company is out to make promises prior to obtaining your business and hitting their consumers with a completely different service/ cost estimate at the day of service. They lack transparency, trust  - in laments terms, they are just a truly greedy corporation trying to take advantage of one contract/ client at a time! I'm sure this resonates with many folks who on the day of moving had to sign their respective moving company's contract, as their belongings were already within the truck and their hands were pretty much handcuffed.  
  
  I actually exceeded to number of inventory/ items from the estimate bid (to which I'd given to the sales representative) versus the day of the move. I also gave the sales rep very accurate dimensions of all furniture/ boxes to be loaded...come to figure out, this was not properly calculated (especially the larger, bulkier furniture pieces). I distinctly communicated to *****, sales representative, that the location for item pick up was at an apartment, on the 4th floor. Wow...he failed to indicate this as well. The reschedule of the move date was agreed to either be $100 or at $75/ day. I conveyed to the manager on the phone that our rental rate per day amounted to $75/ day...yet only $100 was deducted instead of $150.

  No one should have to experience a 12 hour delay from when their move time was confirmed. This happened to us...we were scheduled for 8 am move and instead the move did not occur until 8 PM - with no updates throughout the day until just about an hour before the movers arrived. NOTICE HOW THIS COMPANY DOES NOT MAKE ANY MENTION OF THIS MATTER OR DISCUSS (ANY) ATTEMPTS TO RESSOLVE THIS ISSUE WITH THE CLIENT. The manager had mentioned a few times during my calls (after delivery) that "that was an extremely crazy weekend for them and that the drivers failed to communicate with their company". Which leads me to my next question....Does MOVEUS PRO LLC hire 3rd party movers?? I recall asking this prior to creating the estimate/ early conversations with this company...to which they responded with "No". Yet on delivery day, one of the crew members personally drove to my residence and met with the driver to unload my belongings. Not sure what to make out of their business organization at this point ....  
  

  This $500 some adjustment was because the movers were unable to collect all items from our premises and had to "tack on" these additional square footage (hence, the $500+ fees) prior to closing our invoice. Mind you, we were told that movers would be in the ********* a week or two after our initial move out date; this was far from accurate. I continued to call (since this company never gives the curtesy to reach out to their customers) weeks after to find that there were no movers scheduled in the ********* area. As a consequence, we opted to forego these items and thus, this company "rebated/ returned" this $500+ amount to us. 
  

  For anyone interested in this moving company- Move us PRO LLC.. they contain 2 BBB profiles. One has raving reviews and the other not so much. Every comment made public since Feb 2022 contains complaints of this shuttle surcharge and how they were never given a curtesy call PRIOR to delivery for this charge. I, myself, was notified about the shuttle fee last minute and was told by phone that delivery was about to arrive and would be canceled due to nonpayment. I wasn`t given an opportunity to dispute and was told this matter can be reevaluated and rediscussed OVER PHONE AFTER DELIVERY. Mind you, they say that to collect the remaining sum and practically handcuff you to the situation. I called several times to this company to discuss this issue (a couple of successful calls were 1) led to the manager "scheduling" to speak with me- mind you, this appointment was never initiated or had to be rescheduled and 2) Upon filing a BBB report) - Long story short, good luck with any sort of "customer service" with this company.  

  I highly recommend anyone who had similar experiences to report this agency to the **** of *************** Angies List/ Home advisor and your local congressman/ representative and senator. 

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