ComplaintsforUnited American Moving And Storage LLC

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  After clicking on a ******** link about moving services I received a call. The person on the line requested an estimate of the number of boxes I would be moving. He gave me a verbal estimate and stated that in order to proceed he would provide an email link for me to click on and sign. I want to be clear that I was not informed that I was signing a contract. I was then asked to charge the amount on my credit card, which I did. The next day I received an email from a different person requesting I provide a detailed listing of the items being moved which I did. Subsequently, I received an email stating that the price for moving was just shy of $5,000.00. I emailed back that this was too much. At that time I was informed that I had signed a contract and that dispite requesting a refund none would be provided. Within 48 to 72 hours of my initial engagement with the salesperson, I emailed **** and told her I was canceling the agreement. They have refused to provide a refund citing the signed contract. I want to be clear that I never understood that I was signing a contract. The salesperson stated they had a moving van providing a drop-off within 40 miles of our home so my cancellation did not cause them any loss. I also wish to point out that I canceled this service within 72 hours. After all this, I went on the BBB website and there are numerous complaints of the exact nature of mine.I have all the email correspondence between us if you would like that.

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 7/23/24 I paid a deposit of $689.59 for a move I planned for August. The Serv *** I spoke with went over the costs with me and did not mention anything about a cancel policy. Before I would sign anything, I asked "What if I need to cancel" The *** than told me that "If for any reason customer does not end up making the move in the next 12 months we will refund deposit - 10% for merchant fees." Which I was led to believe I would be refunded 90%. He also added it to my estimate. Then I agreed to ******** week later, my move fell through and was cancelled. On 7/29/2024, I reached out to the company to let them know I needed to cancel and would like my credit card to be refunded. The serv *** never responded. Another person responded saying that I had such a good rate that I could keep that price as a floating reservation, etc. I then told them I would not be moving in a year or anytime soon. He responded "I will look into this and get back to you." Dispatch then emailed me telling me that based on my contract the deposit is nonrefundable after 72 hours. First of all, NO ONE mentioned a 72 hour policy. I would not have signed anything with a 72 hour policy. This company pulled the bait and switch - I thought I was signing the estimate that the serv *** went over with me stating I could cancel and be refunded 90% - No time limit was mentioned. I tried to dispute with my bank, however, was not credited. After a month, UA Moving &Storage LLC provided a signed document stating a 72 hour cancel policy. A document I never saw nor would have signed it, if I knew about 72 hour cancel policy. This company flat out lied and scammed me for that money.

  Business response

  10/07/2024

  
  Please understand that when you signed up, no moving carrier was assigned or scheduled for your move. Once you provided the official move date, we assigned a moving carrier and successfully brokered your moving file. However, after this, you decided not to proceed with the move. As per the contract you signed with United American Moving and Storage, your deposit is non-refundable. Additionally, please refer to the authorization form that was signed and agreed upon. Once the carrier was assigned our services were considered rendered per the contract. 

  Customer response

  10/08/2024

   
  Complaint: 22384357
  
  I am rejecting this response because:

  I find it very troubling that you are not actually responding to or honoring what your service *** told me and also hiding behind what your contract says OPPOSED to what I was told.  Regardless of your "72 hour cancel policy" and what I signed...This policy was NEVER mentioned to me before I signed your contract.  I was scammed and tricked into signing this.  Before I signed, I asked your *** what the policy was and he told me something different: "IF FOR ANY REASON CUSTOMER DOES NOT END UP MAKING THE MOVE IN THE NEXT 12 MONTHS WE WILL REFUND DEPSOT - 10% FOR MERCHANTS FEE"  I would NEVER have signed your contract had I been told of a 72 hour cancel policy.  But maybe that is what you do to get money out of people.  Your *** told me and added to my estimate (C-upload).  He had every opportunity to tell me of that policy and go over it. HE DID NO SUCH THING!!  I find it peculiar and a very sneaky business practice to get money out of consumers.  Had this been FULLY DISCLOSED and I still signed, then we would not be in this situation.  As a business, you should stand by what you tell your consumers.

  I have highlighted the area your *** told me I can be refunded.  I truly hope you honor what your *** told me.

  Sincerely,
  

  
  ****** ******

• Initial Complaint

  09/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I booked with them to pick up my items and deliver from ********, OR to ****, ** on 8/19/2024. ***** booked my order and assured that I had plenty of space for my items. upon arrival I was told it would cost an additional $800. They took 24 days to deliver and once they got here not only were they 4 hours late but they complained that they couldn't get around the roundabout in the neighborhood and would have to deliver the next day and it could potentially cost double. After telling us it would cost and additional $100 they delivered some but not all of my things. 2 tv's 65inch and 75inch were missing as well as my king size bed frame. the delivered someone else's dresser and box of fragile items. The delivery *** told me to keep the dresser as a gift because no one else had called for them anyway. After promising they'd find our items in the warehouse they left assuring me it would be taken care of. Upon calling the boss he told me he'd try to find out items but if he couldn't the insurance would pay 6 cent per pound. I did not even pick that insurance. the *** who booked it picked everything. He told me whatever he wanted to get our business then scammed us. The other business involved is new life relocation however I'm not sure this company exists. The number I called said he is not the same company and that these ***s must e scammers cause it gets so many calls from people looking for them.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 8/22 I signed a contract with them giving a deposit of ******. Before signing I asked questions like if I have more cubic ft or less what would I be charged. They said 5.50 per cubic ft. I said if I have 100 ft it would be only ****** response yes. 3 days later they want measurements I supplied them. They calculated 884 c.ft which is 284 more then my job was priced. I reviewed the numbers I saw they were charging 150c.ft for 5 stackable chairs, originally 15c.ft. that's ridiculous. I asked they were combative said do the math they're right I'm wrong I should have read contract etc. They won't honor contract and wanted second contract of double the price for my failure to disclose measurements...they didn't ask till after I signed and they are lying and padding the bill. I signed contract and they changed it. Now they won't refund deposit and blame me for all this.

  Customer response

  09/21/2024

  My ***** credit card returned my money...thank you.

  The company in question shouldn't be in business...its a miracle ***** realized what they were doing was not right...and canceled out the charge...

  Thank you for your time and effort...

  Customer response

  09/23/2024

  Date Sent: 9/21/2024 4:10:07 PM
  

  My ***** credit card returned my money...thank you.

  The company in question shouldn't be in business...its a miracle ***** realized what they were doing was not right...and canceled out the charge...

  Thank you for your time and effort...

• Initial Complaint

  09/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The business practices of this company is unacceptable. Was told there were no elevator fees and no additional fees over the 4000+ dollars to move my furniture from ** to *************Mover charged me an elevator fee and long haul fee. The company stated that was not true that it was a long haul fee of ******. Also was not informed that my furniture was going to a warehouse to sit and no one can give me an approximate timeframe I may receive my itemsas a disabled veteran 350 extra dollars is alot for meand this company made fun of me complaining about it. It has been the worst experience and I had moved coast to coast several times and gave never dealt with a company this dishonestand no one will answer my calls nowI attached their response and the movers receipt as proof to their lie

  Business response

  09/05/2024

  Tell us why here...As *** mentioned repeatedly in our conversations, youve stated that its not even about the money anymore, and weve already discussed and addressed everything. Yet, you continue to bring up the same issues over and over again. We informed you that we were in the process of contacting the moving carrier to request a $75 refund on your behalf. However, before we could do so, you chose to leave negative reviews and file a complaint with the Better Business Bureau, which is entirely within your rights. But this makes it more difficult for us to resolve the issue when these additional obstacles are created. Whenever we try to speak with you to reach a resolution, it seems like youre more focused on arguing about what happened, and because things arent unfolding exactly as you want, you're making the situation more complicated and harder to resolve

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract for moving services that I was told was binding with no extra cost unless additional furniture was not disclosed was told by ***** that there were no elevator charges and no other charges. Movers arrived on August 30th and I was charged ****** for a long haul and elevator fee.

  Business response

  09/02/2024

   ******, I wanted to clarify the charges from your recent move over the weekend. You're right that there were no elevator charges. However, the additional cost was due to a "long carry fee," as outlined in the contract you signed. This fee applies when the distance from the truck to your front door exceeds 100 feet. The standard fee for this is $300, but you were only charged $175. Considering your move from ****** to ************, which is over ***** miles, your total cost was $4,169. I understand that the extra $175 was unexpected, but it was applied due to the long carry. The movers did not charge the full $300, which could have been applied. I apologize for any confusion, but this fee is clearly stated in the contract.

  Customer response

  09/02/2024

   
  Complaint: 22223489
  
  I am rejecting this response because:
  
  When I signed the contract with ***** he advised me that there were no additional feesthe mover who picked up my furniture stated that the 100 was for elevator fee and 75 dollars for long haul feethe long haul fee was never mentioned by *****. I provided proof that the mover was able to access the location within way less than a 100 feet from access.  The mover never mentioned anything about ************************************************* there was an elevator fee.  And as stated I was told by ***** and **** there were no additional feesso why was I charged 75 for long haul and I was told I would have to pay another ****** when my furniture is delivered so a total of ****** dollars outside if stated contract 
  Sincerely,
  
  ***********************

  Customer response

  09/02/2024

  Both ***** and **** stated there were no additional fees outside of stated cost listed in contract and I am being charged ***** twice by the moving company they utilize.  
  

  How can a contract be broken in such a manner? As a disabled veteran I need to count my cost, so anything outside the stated contract is a burden. 

  Business response

  09/03/2024

  I understand you're frustrated, but I'd like to clarify the situation once more. The contract you signed with United American Moving and Storage originally included a $300 long carry fee, but you were not charged the full amount. Instead, the charge was reduced to $175. Regarding the $75 elevator charge, as mentioned in the contract, we informed you that we would reach out to the Moving Carrier to verify if this charge was applied. After checking, there was no elevator fee charged, so your total additional fee was $175 for the long carry, which was minimized from the $300 stated in the contract you signed and agreed to. While I understand your desire for answers, you've been contacting us across multiple platformsvia phone, email, ******** Messenger, and even through the Better Business Bureau. Were committed to resolving this issue, but its challenging to do so while you continue to leave negative reviews and repeatedly reach out before weve had the chance to address your concerns fully. Please give us the opportunity to address this matter. Were here to help, and we want to resolve this as efficiently as possible.

  Customer response

  09/03/2024

   
  Complaint: 22223489
  
  I am rejecting this response because:

  I am waiting for the receipt I just spoke with the company that is being used to move my furniture and she stated the receipt will show 100 dollar elevator fee and 75 long haul fee.  They do not have any policy if the elevator is more than 100 feet I am charged. ***** explicitly stated there is no elevator fee.  
  

  I will provide receipt once I receive.  I am frustrated because take responsibility for the misinformation that is provided to your consumer.  Its unfair for someone who utilizes your business to be mocked at that ****** additional dollars is not a lot of money.  It is for me being a disabled veteran.  And I was told by **** to communicate via BBB because no one will call me from your business to discuss. 

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

  Customer response

  09/04/2024

  Proof that they have deceptive business practices. As you can see from the contract I was charged 100 dollar elevator fee and 75 long haul carry fee

  Customer response

  09/04/2024

  Proof that they have deceptive business practices. As you can see from the contract I was charged 100 dollar elevator fee and 75 long haul carry fee

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My items were finally delivered. I appreciate that however my $500 stand was broken. And I have yet to recieve a reciept that is required for my employer I've asked multiple times for the reciept from MNS and United American. I went through your service broker or not you selected this company that has not been responsive and by law I am required to recieve a reciept for services I paid for. Please provide me with a reciept and a resolution for the broken item that was delivered. I NEED MY RECIEPT AND MY FURNITURE PAID FOR OR REPLACED.

  Business response

  10/03/2024

  Please understand the nature of our businesswe are a moving broker, not the moving company that handled your move from ********** to *********. ************* was responsible for that part of the process, and youve already been in contact with them. In fact, your delivery was successfully completed. You were picked up in June 2024 on the 19th/20th. At this point, weve spoken with you numerous times, and if there are any damages or lost items, those claims need to be filed directly with *************. You signed multiple contracts with us, including paying the additional charge for extra items before pick-up. Everything was in order when your file left United American Moving and Storage. ************* signed off on job number Z6277972 on June 13, 2024, meaning our services were considered rendered as per the contract. You also signed a contract with ************* prior to their arrival, and when your inventory changed, you were charged accordingly for the additional items at pick-up. We have fulfilled all our obligations as your moving broker. Any further concerns or issues need to be addressed with *** Transport directly. By continuing to involve us, youre adding an unnecessary step to the process since you have already spoken to ******* and resolved these matters. Nonetheless, we will ensure that ******* reaches out to you again to address any remaining concerns. However, per the contract, we have completed everything on our side. Best regards, **** *********

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hired this company to move furniture, etc from *********, ** to ********* ******. First conversation they asked what items I would have moved. Then I was asked to do a complete list with all measurements for each item to be moved. Then on the day of the move a different company (Fairway Moving LLC) showed up and almost immediately told me that I don't have enough space for my things. I purchased 319 cubic square feet. Was told that only my bedroom furniture would be moved, no refund of my deposit if I didn't let them move the furniture..bed, headboard, footboard, nightstand, mattress. Took a small office chair "only because I was nice" This is a scam. I paid $1175.72 deposit and total move amount was $2475.72!!! Why would I pay for less than half of my things to move? I called customer service, spoke to *******, was asked for copies of what the subcontracted company (Fairway Moving, LLC) had me sign, told that I would be contacted by United American's billing department via email with no idea of how soon or what. I was never contacted. The move was July 24, 2024. Spoke to ******* again, was told he would talk to the *************** again. Still no response relating to the conversation or from United American. Now ******* doesn't answer the phone nor does he return my call. His tone with me basically sounds like he could care less about me and my issue. It's sad. Not sure if Fairway is the scammer or if both companies are in on the robbery. I'm upset, stressed, sad and have had to rent a storage space since I am trying to sell my home and needed to move those things to get them out of the house.I have also spent $920.00 car rental and will be spending $1,500 for hotels to do the cross country drive! And have no idea how I will get the rest of my things to my new home. They should not be allowed to get away with doing this to people.

  Business response

  08/19/2024

   I would like to explain the nature of our business and what *************************, under job number 627-4976, signed up for. We are a moving broker, as clearly outlined in the contract she signed with us on March 21, 2024, where it is mentioned over a dozen times that we are not the actual moving company performing the services. When a customer signs up, they are required to provide a list of all furniture/items that are not in boxes. This is part of a binding "not to exceed" contract. Please refer to paragraph nine in the contract you signed with us. When we contacted you a week before the move and you provided additional measurements and items, this led to the adjusted cost. Our brokerage service was successfully completed, as indicated by the signed job acceptance form on July 8, 2024. You signed not one, but two different contracts with us. Ultimately, our service was successful, and our moving carrier picked you up in *********, ********, and delivered your items ***** miles away in *********, ******. Therefore, its puzzling to hear accusations that either we or our carrier are a scam, especially since your belongings were successfully delivered.

  Customer response

  08/29/2024

  I reject this companies' response to my complaint.  Seems they feel that once the subcontracted a company to move my furniture, etc. that this is where their responsibility ended.

   I don't think that is fair or correct.  I submitted a complete list of every single item that was going on the truck, with measurements of each.  That is when the deposit was increased to just under $1100.   This was more than the One week stated.   And there was no emphasis on the fact that they would not be doing the actual move.  I had no clue that the job would be subcontracted out to some other company.   Documents are signed online.  Maybe they don't consider it a scam but just don't care about how the company they hired does business.   Bottom line is, the company they subcontracted only moved less than half of my items across company.  And that's ridiculous to think that the contract was correct and complete.  They didn't even care enough to try and hold the company accountable for doing less that what was agreed to.

  Customer response

  08/29/2024

  They never verbally tell you that they are NOT the mover and the contract you virtually sign is only available for a few hours so you have to try and take screenshots. They're very misleading and purposely so.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A few weeks ago, we contacted this company for our move from ********* to ****. Dealt with these RIP OFF artists here-****** the owner and his RUDE wife **** run this brokerage. I don't even think they have trucks to move anything. They are BROKERS. Agreed to move everything for just over $4000. Paid a $1350 deposit that they said was "FULLY REFUNDABLE" within 5 days Then we finalized packing and they said it would only go up "slightly". THEN we got a new estimate after we added about 25% more items. NOW the price was almost TRIPLE (almost $12,000)!!! And they told my wife we could can cancel within FIVE (5) days prior to the move. So we found a REPUTABLE company that was 30% cheaper now. And they only charge $500 up front and then the rest of the money isn't due until everything gets delivered! Do yourself a favor and do NOT use United American Moving And Storage. There is nothing "American" about ripping people off.

  Customer response

  08/12/2024

  We only added about 20% more items to our move.  We were told the original quote of just over $4000 would only go up SLIGHTLY.  It almost TRIPLED.  They play games and bait and switch. THIS is WHY they have an "F" rating with the BBB.  They are liars and cheaters!  

  Business response

  08/13/2024

  Please understand the nature of our business and what you agreed to when signing up. According to the contract your wife signed on July 31, the deposit is nonrefundable if not canceled within 72 hours of making the deposit. Additionally, if the move is scheduled within 14 days of the first available pickup date, the 72-hour cancellation window is voided, and the deposit remains nonrefundable. You did not cancel your move on August 3; in fact, your official cancellation was made on August 12, 2024, just 12 days before your first available pickup date, which falls within the 14-day window specified in the contract. The authorization form, which outlines the same procedures for refunds and cancellations, was also signed and agreed to by your wife, *******, on July 31. Based on the terms agreed upon in the contracts between United American Moving and Storage and your wife, it is clear that the deposit is nonrefundable.
  
  
  Additionally, in paragraph nine of the contract that was signed and agreed upon, it clearly states that the estimate provided is a binding "not to exceed" price. The initial estimate we provided was based on the items and furniture you and your wife, *******, informed us would be moved. However, over the weekend, when you submitted the revised inventory that included measurements and various box sizes, your bin count increased from three to 44 bins. These changes, as specified in the contract, contributed to the additional charges. We made every effort to minimize these extra costs, but an agreement could not be reached. Despite this, you are now accusing us of being scam artists and ripoff artists. However, we are strictly adhering to the terms of the contract, and I would think you would want us to honor the same agreement that you signed and agreed to.

  Customer response

  08/13/2024

   
  Complaint: 22129884
  
  I am rejecting this response because:

  This response from the business is a flat out LIE.  Doesn't even matter that they TRIPLED our estimate even though we only added 25% more items.  The main fact is they took a $1350 deposit that they SAID 3-4x was FULLY refundable IF we cancelled within 5 days of the move.  We would have NEVER paid the deposit if this wasn't told to us.  Then when they tripled the price, we just decided they were not the company we thought they were and requested the refund over 2 weeks BEFORE our move.  NOW they try to say it's non-refundable!?  They haven't done ANYTHING for us except lie, cheat and steal.  At least two other companies we talked to only charge $500 deposit and NO $$ until everything is DELIVERED to the destination.  Last Friday THIS company said they wanted us to pay another $2000+ towards the move or they couldn't schedule and PRESSURED us into paying IMMEDIATELY!?  So again....they are just lying and it's not just us!  Look at all the other 1 star reviews and complaints EVERYWHERE.  These are simply BROKERS and not MOVERS and they lie, cheat and steal!   Who cares about anything above at this point.  Just refund our deposit as promised and don't make US another victim of your obvious scams/bait and switch techniques!  
  
  Sincerely,
  
  *******************************

  Business response

  08/13/2024

  Tell us why here...***, you can respond to the rejection as much as you'd like, but when you look at the facts of the move and the contract signed by your wife, it clearly states that you had 72 hours from the time the deposit was made to request a cancellation. It also specifies that if you cancel within *********************************************** if you make any deposits within that 14-day window, those deposits are nonrefundable. We have already successfully brokered your moving file, which means our services have been rendered. You keep comparing our service to an entirely different company that hasn't even moved you yet, and all you did was pay a deposit to them. That has nothing to do with us or your situation with us. Again, I urge you to refer to paragraph nine in the contract signed by your wife. It is a "binding to not exceed" guarantee, meaning the price we initially provided was based on the accuracy of the inventory. However, you added 41 more bins, each taking up 5-7 cubic feet, along with various size boxes. We initially estimated based on medium boxes to be safe, putting it somewhere in the middle. You seem to be refusing to acknowledge the facts. We tried to minimize the additional costs, but we are simply abiding by the contract that was agreed upon between your wife and United American Moving and Storage. There's nothing more we can do.

  
  

• Initial Complaint

  08/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  They advertise, "Binding To Not Exceed price, protecting you from ANY surprises down the road" but this isn't what they ************'ll get a low cost move until you pay the deposit, just to earn your business. (Paid July 22, 24) Immediately after, you'll see those numbers begin to increase as they squeeze you for more money. This is illegal bait and switch tactics. You're trapped. Pay the increase or they'll cancel your move last minute. (Threaten to cancel on 26 July 2024 via text with a move date of 28 July 2024)They'll subcontract out the move to someone who subcontracts out their move until it's beyond messy. There's no continuity. The movers no called/no showed, (July 28th, 24). July 29th, 24 someone finally came to move our items.Your household goods are used as a **** to "pay or else" as prices are marked up. The day of the move, over $700 is added for "fuel", when the move location(s) did not change. Movers unnecessarily require you to crate items to mark up the cost more. Cubic feet is more than doubled on paper to drive up the cost. (July 28th, 24)They state your items will arrive within 3-5 days, later 7-10 days before delivery. Again, no communication and no estimated delivery dates are available. Items were placed in complimentary storage and we'll get a call when it's "our turn" to be delivered.Without warning or communication, our items will be removed from storage after 11 days from the date of pick up. You'll be told to be home for delivery within hours or pay more. (Confirmed delivery via text at 8:39pm on Aug 9th, 24, for August 10th, 24).You'll meet all financial obligations and still not have your items delivered. Your grandmother's sewing machine, items from ***********, and other sentimental items will be held hostage. You're out thousands, ($4,000 originally quoted, but now $6222+), and they won't follow their own contract. They did not deliver on Aug 10th, 24. We have been threatened to be charged additional fees.

  Business response

  09/10/2024

   Clarification on Binding Estimate and Additional Charges Please understand that we provided you with a **binding not-to-exceed estimate** based on the list of items you informed us would be moved. Since we do not have the exact measurements of every item or box, the final space used could only be determined once the movers arrived and loaded everything onto the truck. In this case, your belongings occupied more cubic feet than originally estimated, which led to additional charges for both space and labor. The contract we provided included all potential additional costs, which you signed, agreed to, and paid. As such, our moving brokerage service has been successfully completed as per the terms of the contract you agreed to with United American Moving and Storage. While we strive to provide accurate estimates, they are based on the information provided and are subject to adjustment if the actual load exceeds the initial estimate. All terms and conditions were met, and we have fulfilled our obligations as outlined in the contract. Best regards, United American Moving and Storage

*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. ↩