ComplaintsforUnited American Moving And Storage LLC

• Initial Complaint

  04/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On February 6th, I contacted this business to procure a long distance moving company. I specifically asked ***** via text message (included as a jpg) if they were a moving company or a brokerage. I was told they were the moving company. Had they been a brokerage, I never would have given them money or signed a contract with them. They lied! They are a broker and I found out the day another moving company came to pick me up on February 29th at 6PM! I declined services because I was also informed at that time that my things would be loaded / unloaded no less than 2 times. These people are deceptive and thieves!

• Initial Complaint

  04/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ******* and ****, these are the people I've contacted after ***************************** and I finished signing the contract. It's very hard to get a hold of these people. They said that they are only the broker and nothing else they can do to help finishing the job. ******* should contact me regarding this matter, but I have to wait for days to hear from them. I understand that I am not the only customer they have but THEY NEED TO MAKE AN ACTION REGARDING MY MOVE. They are the one who contacted MNS Transport for my move but unfornately my belongings haven't arrived yet. Me and my kids are sleeping on the floor for the past month, because they failed to live up to their contracts. Imagine if you're in my situation, I feel sorry for my kiddos as they have to suffer from these people. If you have a conscience, you will do an action.

  Business response

  04/11/2024

  Allow me to clarify the sequence of events regarding your move. When you signed up with us on February 2, 2024, your first available pick-up date was February 15, with a backup date of February 16. As a moving brokerage company, it's important to note that this was outlined in the contract you signed multiple times. We engaged MNS Transportation to handle your move from ********** to *********, and they successfully picked up your belongings on February 15th or 16th. Given the distance of 1915 miles, the **************************** allows for a delivery window of 14 to 21 days from the first available delivery date. Upon picking up your items, MNS Transportation legally had this timeframe to deliver your belongings. While I understand your dissatisfaction with the delivery time, please know that we made efforts to keep you informed whenever you reached out about the status of your delivery. However, as a brokerage, we rely on a separate company for the actual transportation, which can sometimes lead to delays beyond our control. Additionally, because your move was offered at a discounted price of under $2000, your belongings were not transported on a single truck directly to *********. Instead, they were first brought back to a warehouse and then loaded onto a different truck heading to *********. This process took longer due to the need to wait until the entire truck was filled, given that your belongings only occupied around 300 ft., equivalent to a studio apartment. I understand that the delivery time exceeded your expectations, especially given your request for delivery within seven days, which was not feasible given the circumstances. However, I want to emphasize that we did successfully manage to complete your move within the ****************************'s specified timeframe. Regarding your negative review, I apologize if you felt misled about the delivery timeline. Our intention is always to provide clear and accurate information to our customers. If there are any further concerns or questions, please don't hesitate to reach out.
  
  
  
  

  Customer response

  04/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution not satisfactory. There responsibility to contact me or MNS Transport to bring our belongings here. They are the one needs to be in contact with me and MNS Transport.
  
  Sincerely,
  
  *****

• Initial Complaint

  03/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  This company contacted me stating they would move me for $1800. They sent a moving company (with horrible reviews across all different platforms) who started trying to charge me more money. I did NOT agree to these charges. My brother was in town to helpe pack up, and the mover is stating he and my brother made a deal to have items delivered for TWICE the agreed upon amount. My brother has absolutely NO right to make adjustments to MY agreement. Now the delivery company hired ANOTHER mover to drop off my things, and I don't have the funds to pay for the delivery! I have reached out to the company that set this all up to no avail. The items are also 3 days late, so I have had out of pocket costs upon arriving at new home for myself and my 2 kids. I would never have agreed to doing business with this company if I had known what a scam it was! I would have moved everything alone. I want a refund for anything above the $1800 agreed to.

  Customer response

  03/24/2024

  The delivery people have now arrived and informed that they will not take upstairs items past the 7th step of my 13 step staircase without an additional fee. Now my 11 year old and 14 year old and I will have to carry bedroom sets upstairs. 

  Customer response

  03/24/2024

  The delivery people have now arrived and informed that they will not take upstairs items past the 7th step of my 13 step staircase without an additional fee. Now my 11 year old and 14 year old and I will have to carry bedroom sets upstairs. 

  Customer response

  03/24/2024

  The delivery people have now arrived and informed that they will not take upstairs items past the 7th step of my 13 step staircase without an additional fee. Now my 11 year old and 14 year old and I will have to carry bedroom sets upstairs. 

  Business response

  03/25/2024

  'd like to clarify the timeline of events regarding your reservation of a moving truck with ** on March 15th and your first available pick-up date being either March 17th or 18th. When you initially booked your move, you provided us with only 48 hours' notice from the time of reservation to when the moving truck was scheduled to arrive at your location. Typically, customers reserve their trucks 30 to 60 days in advance, allowing for a more organized process. Our dispatch department, led by ****, usually contacts customers to update their inventory and request measurements for each item. It's important to note that we provided you with a binding moving estimate, clearly stated at the top of the contract. This means that when you spoke with your agent, you provided a detailed inventory of every item to be moved. When inputting this inventory into our Granot software, which is used for **************************** purposes, the software calculates the average size of each item. The inventory you or your brother provided to the agent, ****, on March 15th included 40 medium boxes, one full-size bed frame, and four large plastic bins. At that time, your quote was based on 286 cubic feet, and there were no further communications until the movers arrived. As a moving brokerage company, we subcontracted the job to our carrier, TicTak Moving, who took ownership of the job on March 17th, 2024. They are responsible for any additional charges incurred. We can request a bill of lading, which will detail any additional items added, and compare it with the inventory you provided to **** on the day of signing up. We will be in further contact to discuss this matter. However, it's important to note that this is the first time we've heard any issues regarding the move from you, as it was brought to our attention through the Better Business Bureau.

  Customer response

  03/29/2024

   
  Complaint: 21476493
  
  I am rejecting this response because:

  I was never informed you were a brokerage company. You guys contacted me stating you guys had a truck already coming to ***** and it just needed to be filled. When I spoke to ****, he told me I was under the amount and I could add more things if i needed. I had to keep reaching out to you guys to have an estimate for pickup, and I was not asked about the exact things I was bringing because I didn't even know how many boxes I had when I booked. My items arrived late. My flat screen tv and plates machine, among several other smaller things, arrived broken. My boxes were ripped and smashed. If I had known you guys weren't the ones in charge of moving me I WOULD NEVER HAVE AGREED. You guys passed my things to a 3rd party, who then passed my things to someone else. The final driver to arrive was rude, racist, and refused to take anything upstairs because there were more than 7 steps. The price YOU promised, which was $1800, was not what I paid. I ended up paying over $4000 to be disrespected in front of my children in my own home, and to have my things destroyed.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is the typical bait and switch. They told me they could move my furniture for approximately 18 $65 and then they change the quote and I was at their mercy. They also sent out a different moving company that came in. Charge me another thousand dollars saying I didnt have an enough cubic measurement even though I sent in an email of description of everything that was going on the truck with the exact sizes since then I finally received my furniture six weeks later when they told me it would be 2 to 3 weeks. I am missing three large boxes of very expensive items. I have a lot of broken furniture and I had to pay the other Moving company cash before he even unloaded the truck , I would like to get my items back and also be refunded some of the money for everything that Ive gone

  Business response

  03/11/2024

  Hello, I would like to provide our perspective on the recent move involving our customer, ****. Our company operates as a ********************** brokerage, and **** engaged our services, which successfully facilitated her move by subcontracting the job to TicTac Relocation. **** initially signed up with us on December 28, 2023, indicating 18 items/48 pieces of furniture totaling 330 ft. We provided her with a binding estimate, guaranteeing a fixed rate per cubic foot, with the understanding that any additional items would incur extra charges at the same rate. However, on January 29, **** provided us with an updated inventory of 30 items/64 total pieces, increasing the total cubic feet to 446, exceeding the original quote by 116 ft. Despite this, we reduced her cubic foot rate from $6 to $5.25, minimizing her additional charges. Regarding delivery, **** requested a move from ********** to *******, a distance of approximately 2540 miles. We advised her to allow at least 14 days for delivery, as mandated by the **************************** for long-distance moves. After pick-up, **** began demanding her furniture after only 5-6 days, despite our contractual obligation of up to 30 days for delivery. As a brokerage, we rely on carriers to schedule deliveries based on availability and route optimization, which may result in brief storage periods to consolidate shipments. It's important to note that ****'s furniture was successfully delivered in *******. Any damages incurred during transit are covered under the carrier's insurance policy, and we encourage **** to contact TicTac Relocation to initiate the claims process. Throughout the process, we maintained open communication with ****, providing updates and addressing her concerns. Payment was made using cash upon pick-up, as per ****'s preference, facilitated through the Cash. We have documented evidence of the contracts signed by ****, acknowledging the additional charges and terms of service. Ultimately, ****'s agreement to these terms enabled the successful completion of her move. For any further inquiries or assistance, we will have our representatives, **** or ********************* out to **** promptly. Thank you for your attention to this matter.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1-30-24 united moving and storage made a intentional bogus contract for 1900 to move 20 items truck arrived moving truck already filed up and no room for the item on the contract the company fraudulently signed my name on there contract for a one bedroom apartment that I didnt agree with and I was told no money will be transferred until day of move and to sign contract with movers on arrival that never happened. The money was transferred to the company that same day without my knowledge or approval and they signed my name to the contract and sent a moving truck already filed up and couldnt take the items on the contract they signed and made in my name and had already processed and taken the payment of $750 and then the company tried to get another 1600 dollars already taken 750 dollars and then added 1900 dollars to move one or two items on that contract that was already paid for 20 items to be moved .and they said I cant have my money back they cant move the items already on the contract paid for that wasnt supposed to be paid for yet money wasnt supposed to be transferred until the movers arrived and I signed the contract and agreed they then told me that theyve been having a lot of problems with their employees not packing trucks correct and they were not going to give my money back and they increase the price by double it they want it 1900+1600 and still keep the $750 And they hung up laughing first and blocked my number . and I went to my emails to pull up the contract and they expired the email so I cannot see the contract where *** fraudulently signed my name they removed the contract email from my email when I click on the contract number to look at the actual contract with all the items in my signature that was fraudulently put it says email has expired by owners

  Business response

  02/19/2024

   

  Chastity, I'd like to provide clarity on the events surrounding your move. As a moving brokerage company, we facilitated your move by arranging for a moving crew to pick you up on the 10th or 11th of February. However, upon their arrival, it was evident that you had additional furniture not included in the inventory provided, necessitating more space and incurring an additional charge. Despite a two-hour discussion, it was clear that the initial estimate was based on incomplete information. After the first attempt, we scheduled another moving crew to pick you up on the 14th or 15th of February, and prior to their arrival, we communicated with you to ensure accuracy in the inventory. You assured us that you had adjusted the inventory accordingly to avoid additional charges. However, upon their arrival, the same issues arose, with additional furniture not accounted for in the inventory. It's important to note that despite our efforts to rectify the situation and accommodate your needs, the discrepancies persisted. The deposit fee covers our efforts in arranging for two separate moving crews to assist with your move, as per our agreement. The inability to provide an accurate inventory led to increased costs, comparable to quoting for a one-bedroom house and encountering three-bedroom furniture. We provided ample opportunity to correct the inventory discrepancies, but ultimately, the responsibility lies with you as the client to provide accurate information. Therefore, the deposit is nonrefundable, as we fulfilled our obligations by arranging for two separate moving crews, and any additional charges incurred are a result of incomplete information provided by you. Moving forward, it's crucial to ensure accuracy in the inventory to avoid similar issues in the future. If you have any further questions or concerns, please don't hesitate to reach out.

   

  Clearly, based on the conversations you had with your agent and the dispatch supervisor, as well as the email correspondence, it is evident that there was a discrepancy regarding the available space on the moving truck. The provided video demonstrates the precise space quoted for the items you listed for the move, and our team efficiently packed the truck from floor to ceiling according to that space allocation. Despite this, you expressed doubt that your items would fit within the allotted space. However, we had initially provided the space based on the furniture inventory you provided. The need for additional space arose only due to the inclusion of extra items on the day of pickup. Subsequent emails aimed to address and resolve the issue after the first failed pickup attempt. Even upon sending a second moving company, the assessment remained consistent, indicating that your furniture occupied 700 ft of space. Therefore, the increased price is attributed to your withholding of two additional couches and extra boxes, necessitating more space and resulting in a higher cost.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I would never do business with this company ever again! Extremely shady individuals will try to charge more for the cubic feet than they are even blaming their software. Each person I had dealings with who work here promised everything and failed to deliver what the say and have agreed to in writing. Not only were my items delivered much much later than was communicated but they were damaged, missing and once they get your money, you are unable to submit a claim for reimbursement. To go along with those issues, my home was damaged and now we are having to start litigation. Avoid the headaches and use a different reputable company. They will also reply to reviews with many words that are completely false. See the long string of complaints filed on just about every site. The Attorney General is investigating companies like this and their completely shady business practices. Most, if not all of the good reviews written are most likely not legitimate. Thankfully there is a legal system that will handle Companies like this.

  Business response

  02/21/2024

  I'd like to take this opportunity to clarify the events surrounding your move and address the issues that arose. When you initially booked your move on November 3, 2023, you informed us that you had 500 cubic feet of items to be moved, but you didn't provide an actual inventory at that time. On November 16, you provided a detailed inventory totaling 29 items/87 pieces, which realistically occupied 504 cubic feet. The movers arrived on November 19, and your items were successfully picked up. Given that your move spanned 1840 miles, the **************************** allows 14 to 21 days from the first available pickup date for delivery. Your furniture was delivered within this window. However, you reported damages, and as a moving broker, we directed you to contact Transit *** to file a claim. Since your damages were minimal, they advised that you didn't meet the threshold for filing a claim. We successfully brokered your move to Transit *** on November 7, as evidenced by the job acceptance form. Transit *** took ownership of your move, including the pickup and delivery. Unfortunately, we've encountered challenges with Transit ***, including communication issues, and have since severed ties with them due to these issues. We understand your frustration and have been actively advocating for resolution, just as you have. Despite the challenges, we remain committed to assisting you in resolving this matter to the best of our abilities.

  Customer response

  02/21/2024

   
  Complaint: 21206950
  
  I am rejecting this response because: This does not absolve you of responsibility since you claim to be a third party. The BBB and consumers are used to these sorts of "wordy" reaponses from your company. You have not reimbursed me for the overage you charged me and my family for the move.

  I have video footage of the movers and the fraudulent methods they use along with the fraudulent methods your company uses to hide behind your "software" program used to "calculate" cubic footage.

  You are untruthful in regards to the communication regarding our items that were being moved and inflated the actual cubic footge we required for the move according to your "software" program. Even after sending images along with measurements each of your representatives failed to make the appropriate changes. I requested a reimbursement and have not received this money back or even an attempt to make it right.

  I will continue using the legal means to receive these funds until I am compensated fairly for the overages I was charged along with reimbursement for the damage done to my property and belongings from your "contracted" company Transt ***.
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Friday, November 24th movers representing the company came to my residence. They disclosed to me that, at the err of the office the inventory indicated on the contract would not be taken at the estimate given. At minimum, taking my items would be a total of $5,500 - an increase of 180% - but could be up to $8k,,,, It all depended on some open ended dependencies that I still dont understand. On Tuesday, November 21st, There was an inventory taken and a contract drafted which required a $564 deposit. They alerted that there were fees with all other methods than *****, so I opted to pay with *****. On Wednesday, November 22nd, I requested packing help on a phone call with a representative of the company, and was told that I would be contacted with the estimate prior to the move. On Thanksgiving Day, no communication occurred between the parties. On the day of the move, I contacted one of the numbers associated with the business after missing a call from the company. I requested a callback, but was told no one was in office. I alerted the representative of the company with whom I was texting of my previous conversation (11/22) and alerted that I hadnt received the estimate adding packing services to my order. Both parties agreed to add packing services with the understanding that there would be an additional fee of a couple hundred dollars.I contacted the customer service representative immediately upon knowing there was an issue. The presence of the movers themselves was very unprofessional, and soon thereafter, the tone and word choices of the customer representative became unprofessional. The customer service representative proceeded to detract from the original issue of the contract not being able to be performed within a reasonable ballpark estimate of what was on the contract, plus a couple hundred dollars.The company now offers photos of my home, taken by the movers, to their reviewers on ****** Maps.

  Business response

  11/30/2023

  The actual sequence of events during this move differs significantly from your account. On November 21, an agreement was signed between us, outlining that the total furniture space needed was ************************************************** the moving truck, totaling $1963.20 It was mutually agreed that you, as the customer, would purchase and pack all the necessary items and boxes. However, there are crucial omissions in your narration. On Thanksgiving, the day of your move, you informed us of your illness and presented photos indicating that not a single box was packed. Consequently, we arranged for movers to work on Thanksgiving to accommodate your unforeseen situation, despite our office being closed so that our agents could spend time with their families. Attached photos substantiate our continuous communication throughout the unfolding of this move. So your claim that you did not receive any communications from any parties is absolutely false. As your whole review and complaint is false.  As the movers arrived, your house was in disarray due to your illness, with tissues strewn across the sofa. Photos provided display the condition of the house, clarifying the reasons for the alteration in price. Contrary to your assertions, the contract, which you also submitted a photo of, does not stipulate our provision or packing of boxes within the agreed price. In reality, it states the opposite. Furthermore, it appears that you had difficulty packing 10/15 boxes, yet the requirement would have been over 40 boxes. Additionally, your house seemed unprepared, and efforts to tidy up were not apparent. The escalated price resulted from these factors. Paragraph eight in the contract specifies the cancellation policy, stating that refusal of movers on the scheduled day does not warrant a refund. Substantial expenses were incurred for gas, hotels, and doubling payments for movers due to the holiday. Despite offering a $300 partial refund, which exceeds half of your total deposit of $564, you continue to demand a full refund or nothing. Moreover, you have engaged in harassment by instigating negative reviews on our website, involving individuals who have not conducted business with us. The reviews clearly refer to you as their "friend." Evidence from our legal team verifies your solicitation for negative reviews on your ******** page and documentation left on TikTok, acquired by our legal counsel. Numerous posts across multiple platforms have defamed and disparaged United American Moving and Storage. Despite our efforts to reach a resolution, your responses have been hostile, leaving us uncertain about the next steps. We reiterate our offer of a $300 partial refund. However, the attached photos validate your repeated refusal of this resolution.

  Customer response

  12/05/2023

   
  Complaint: 20936038
  
  I am rejecting this response because:
  The account YOU have provided is factually flawed - I have phone records to prove this. If your FACTS are wrong on the days we communicated, as they are, you should be much more open to accepting that my experience has happened as I have stated, recounted, and provided evidence of. These videos you reference are the ***** with EVIDENCE - They make people respond because THIS situation is TRAGIC and INJUST.

  We did NOT communicate on Thanksgiving day.
  
  You referenced the cubit feet - THAT means nothing to me as a customer. The INVENTORY matters. When I talked to ***, he knew I was sick. We discussed that I had a lot of items. HE created the contract, and you trust him to do so. 
  

  According to the movers, the inventory and the cubic feet measure conflicted and was the main cause of the price difference. Packing help is accessible to me via other sources at 100/he or less, and I alerted you all of that when I FINALLY received communication back via text after talking to **** on Wednesday. I let you know that cost was a factor and that I STILL needed packing help that I hadnt gotten an estimate for. It went from no ore than a couple hundred dollars to Very expensive - I was transparent with my needs from Day 1!

  On the day the movers came - which was Friday, as I stated in my original response - They let me know they could not take the INVENTORY due to the office error of thinking that would fit on the one line (the cubic feet measure you gave)
  THAT is the core issue and the reason you all owe me a refund. 
  The fact that you continue to focus on the full pack cost is REDUNDANT and in ERROR as I already had resources in place to accomplish the pack should YOUR cost be ridiculous. You had from Wednesday until Friday to figure that out as a business and you did not. Reason 2 that I am owed my refund.

  I packed my home after your attempt to scan me. There was no where near 40 boxes. A team of two completed the job in less than 8 hours. 

  
  Youve offered my photos of my home to people who did not mention me. Disgraceful.
  I have not lied and have instead represented my experience with your company as transparent as possible.
  
  *** knew on TUESDAY that I was sick. **** learned I needed packing help on WEDNESDAY. On FRIDAY you all came and exponentially rose the price of services that dont warrant it. SCAM.
  Sincerely,
  
  Yazjae Fortune

  Business response

  12/12/2023

  Upon signing up with our services on November 21, you provided a detailed list of items to be moved, totaling 288 ft. of space. Our agreement was Binding to not exceed that is specified in our contract. However unless additional items or services were requested. On the day of the move, it became evident that the packing was incomplete despite prior discussions. YOU had the responsibility to pack your belongings but were unable to do so due to illness, resulting in increased labor needs, additional charges for unlisted items, and an overall disorganized state that required more assistance than just help with a few boxes as initially anticipated. We maintained contact throughout the Thanksgiving holiday, providing updates and informing the carrier of the situation. The movers, upon arrival, encountered the workload at hand, and in an attempt to address the issue, offered a revised estimate. The sense of it being close to $8000 they agreed to do everything that was required for $5500. Despite the unforeseen circumstances, efforts were made to accommodate the evolving requirements, including instructing the carrier to bring packing materials and assist with packing. Although our involvement technically ends upon connecting customers with the moving carrier, we strive to ensure a smooth process. We acknowledge the challenges faced and extended YOU a $300 partial refund, covering over half of the deposit. However, this offer was deemed unacceptable by YOU. We incurred expenses for the movers' there wages, additional holiday rates, and fuel costs, hotel cost, despite the move not taking place as planned.

  As per the terms and conditions, the deposit becomes nonrefundable if a customer schedules a move within 14 days of their first available pickup date. When you booked your move on November 21 and the initial pickup date was set for November 24, you agreed to this policy outlined in the signed document. Hence, in adherence to the cancellation policy, a full refund isn't applicable. However, despite this policy, we offered a $300 partial refund, which exceeds half of the $564 deposit. Attached to this communication are the terms and conditions, highlighting the specific cancellation policy that was agreed upon at the time of booking. Paragraph nine of the terms and conditions specifies a binding to not to exceed a certain limit, in your case 288 cubic feet. That was established based on the inventory provided on November 21 for the items to be moved. Any additional items or services naturally incur additional costs, which was initially discussed when pricing was determined. Hence, the inclusion of more items or services breached this agreement, contributing to the decision not to issue a full refund
  
  Also, I would like to talk about the harassment we have received by you and your friends/family.  we possess evidence of the situation's progression & the negative reviews. You made a Tik Tok video, corralling people to leave negative reviews/remarks about us at United American moving and storage. However, you have made numerous attempts and videos, asking friends/family and complete strangers to leave negative reviews about our company regarding your move. We understand your dissatisfaction and the impasse we've reached. We're open to finding a resolution that works for both parties to move forward from this situation.

  Customer response

  12/19/2023

   
  Complaint: 20936038
  
  I am rejecting this response because:
  

  The fact that the contract was fundamentally flawed in how it was crafted, at the fault of the business is NOT my fault as the customer.
  

  The fact that *** indicated 288 square feet for items that the movers deemed would never fit within that space, and the fact that *** answered my questions favorably when I let him know that I was sick and told him all of my needs - including the potential that Id need additional help and had resources to compare, and the fact that I specifically asked prior to sending deposit about the impact of additional items that werent captured - all of these facts have been overlooked by the company no matter how many ways I explain it. 
  

  As a customer, I was very clear about my needs, from the conversation with ***. At no point did I indicate that I needed help with a few boxes - as the texts indicate. No packing materials were needed - I repeated that & sent proof as also seen via text.

  The fundamental issue the company is still missing is that the company dropped the ball from the onset of our relationship. And continues to drop the ball even in this interaction. 

  To assure me that my needs can be met, for us to have touch points on each and every issue that turned into a surprise, improbable cost increase: That is what a scam is. 
  

  I am still having to repeat my story at a foundational level that makes me wonder if the company will ever willingly fulfill a full refund for the mishandling of this situation: The fact is, the company made false promises, starting with ***. The movers underperformed and even were not trackable during the day of the move - and were unprofessional in many other ways. The cost increase was more than a couple hundred dollars as quoted by your representative ****, and the inventory that *** took from me was not 288 square feet - a metric HE never discussed with me, he allotted on his own. 
  

  The company is concerned about my vocalizing my experience, when the company should be concerned that THIS has been my experience.

  Ive already attached all supporting documents in my previous submissions. 

  Customer response

  01/12/2024

  As of this time, I have not received any form of repayment for the $564 I paid for a service that was never completed, by a company that used a traditionally known scamming method. 
  

  To have this amount of money wrongfully kept by a company that has done this same thing to several other consumers is an injustice. 

  Customer response

  01/16/2024

  Date Sent: 1/12/2024 1:52:20 AM
  

  As of this time, I have not received any form of repayment for the $564 I paid for a service that was never completed, by a company that used a traditionally known scamming method. 
  

  To have this amount of money wrongfully kept by a company that has done this same thing to several other consumers is an injustice. 

  Customer response

  01/17/2024

  The partial refund offered was contingent on my removal of my reviews - a violation of the Consumer Review Fairness Act.

  Additionally, the reasons given as to why I am not warranted a refund are invalid, as a part of this scam was that the company assured me they could pack my home for a couple hundred dollars given that I provided the materials - which I did - and once they arrived they exponentially increased the price for no reason other than that is their predatory practice. 
  

  In this interaction, I have lost $564 at no fault of my own.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a moving broker that scams people into thinking they are a moving company. They contacted me about my moving inquiry stating that they had a truck making a delivery in Fernley, NV, close to Sparks, NV and they could give me a big discount since the truck was coming back to Florida. I took the deal, paid a deposit then after the cancellation time expired they contacted me demanding that I double the space I booked and began sending me invoices. The moving company they sent me did not contact me until the day they were promised to be on site and didn't show up until 2 days later. They had a different contract that was about $600 more than I had agreed to. I had no options but to pay it. These guys are a bait and switch low ball scam.

  Business response

  09/05/2023

  Regarding this particular customer, they initially entered into a contract with us on August 12, 2023. During this time, the customer provided an inventory of their belongings. As per our standard policy, we make it a practice to contact customers one week prior to their scheduled move to reevaluate the inventory. This reassessment is essential to account for any newly added or overlooked items and to make any necessary adjustments. Upon reviewing the measurements and items provided by the customer, it became evident that additional space and items had to be factored in, thus resulting in an increase in the overall price. However, the customer expressed dissatisfaction with the revised price and became confrontational, even mentioning the possibility of canceling their move. It's important to note that the customer's move was rapidly approaching, with only about 2 1/2 weeks between the date of their deposit and the scheduled pickup date, which was initially set for August 31st, with a backup date of September 1st. This is why the customer received quality assurance calls at such a short interval after booking. These calls and emails are standard practice, as we reach out to every customer one week before their move to provide guidance and ensure that there are no surprises or additional charges at the pickup. However, during this communication, the customer did not agree with our recommendations and became increasingly hostile, requesting that we cease all contact and communicate solely with the moving company. In response, I instructed all of my representatives to refrain from contacting the customer, and I took it upon myself to personally address and navigate through any challenges that arose with the customer. It's important to clarify that the increase in charges should not come as a surprise, given the additional space and items required for the move. We attempted to minimize these additional costs through our prior communication with the customer, but their disagreement prevented a resolution. It's essential to understand that due to the customer's need for extra space and the lack of communication, there was a delay in the actual pickup dates. Nevertheless, our Moving Carrier arrived as scheduled and successfully loaded all of the customer's furniture. I would like to emphasize that there is no basis for terms like "scam" or any similar allegations. We clearly outlined the conditions in the original contract, emphasizing that the pricing is binding and should not exceed a certain limit. The price is determined based on an accurate inventory provided by the customer. Naturally, if additional items are added, they are assessed at the same rate per cubic foot. Even when the customer explicitly requested no further communication, we made the decision to continue our efforts to address their concerns. Currently, the customer's belongings are in transit on the way to their delivery location. We initially informed the customer that there would be additional charges due to the added items, but they opted not to pay us and proceeded with having our Moving Carrier fulfill the pickup and loading of their furniture.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Quoted for a move from this company totaling 2845$. I have paid over 8,800$ and they are refusing to pay any refund or have any payment. The mover this company hired unloaded me onto the sidewalk of my apartment in a new city at 11:15 pm. Refused to bring my stuff inside unless I paid more than what was already required in my contract. My contract price changed from 1,450 per way (drop off and pick up) of the move to 3,364 per way of the move. The police were called as the mover and driver this company hired tried to not pay people who showed up from her ********** ad and then tried to physically run them over in the truck. I am seeking my full deposits back from United American Moving (of 2000$) as they chose the moving company to move me in. As well, over 75% of my belongings are damaged and I am still missing items. United movers have told me to contact the carrier directly, and the carrier has told me to contact the broker. I am seeking my deposit from United movers and seeking a refund of at least 50% of my total cost of the move from the moving company that United movers chose. The carrier is not responding to me and I am needing to report them as well.

  Business response

  08/10/2023

  I would like to provide a comprehensive explanation of the events that unfolded during your move. Initially, on May 30th, when you signed the contract, you communicated having 24 items/53 pieces of furniture requiring 405 ft³. Subsequently, during your conversation with another representative on July 17th, you added more items, resulting in 31 items/59 pieces requiring 687 ft³. The price increased due to the additional 284 ft³, billed at $4 per cubic foot. Adding 30% more items than initially agreed naturally led to a higher price.
  
  
  It's important to note that you signed the contract and paid an additional $800 for these extra items. This shows a pattern of agreement regarding the updated inventory. On the day of pickup, July 25th/26th, we indicated a pickup window within those days. However, the requirement to have everything out of the apartment by the evening of the 26th was not initially communicated. Our driver was prepared to drive through the night to accommodate this, but delays like a flat tire or traffic can easily affect the pickup window.
  
  
  Despite this, we still managed to have a different crew pick up your items on the agreed-upon date, July 26th. You took it upon yourself to move items to the lobby, likely due to the urgency of vacating the apartment. Notably, the price is based on a "not to exceed" agreement, tied to an accurate inventory. When the movers arrived, they found additional items that increased the cubic feet, thus affecting the price.
  
  
  It's evident from the start that the price adjustments were due to additional items being added. We don't arbitrarily increase prices without reason. Despite the challenges, you received delivery on August 8th, within a remarkably short timeframe, covering 1550 miles. This was achieved for around $3500, significantly cheaper than renting a U-Haul and driving it to Texas.
  
  
  Regarding damages, while you mentioned a few damaged items, the extent of around 25% of your items being damaged wasn't initially communicated. We advised you on the $10,000 standard cargo insurance coverage, but we haven't received the requested damaged items and photos yet. It's important to note that you didn't initially report damage affecting 25% of your load; you mentioned only a few items.
  
  
  Expecting a full refund for a completed move, despite challenges and additional costs, seems unreasonable. As a moving company, we have consistently supported you through various issues. Otherwise, we wouldn't have progressed to this point. While there were issues and damages, expecting a complete refund for a 1550-mile move is unrealistic. Additionally, you received a $500 refund for the issues you faced. We remain available via email to address any further concerns until this matter is resolved.

  Customer response

  08/14/2023

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

   
  Complaint: ********
  
  I am rejecting this response because:
  
  I have proof for everything mentioned, and for the first response about additional items; I communicated I would have one couch and one small storage table being added. I then also communicated I would be taking out items. I paid a new deposit of 979$ for those after my initial deposit of 945$.  I had delivered measurements of every item- and the miscalculation in size on your end was either a mistake or purposeful to underquote me to entice to sign a contract.
  
  I was told this would not substantially impact the price I would be paying (1,450$) per drop off and pick up. 
  
  The 800$ charge you mentioned was not for the items- that was for a “long carry” from the 2nd floor of my apartment to the lobby. I individually moved all of the boxes down by myself to the lobby as I had no idea when the moving crew would arrive as the original crew never showed up when they said they would so I went ahead and carried everything I could carry on my own down to the lobby. I asked why there was a long carry charge as the movers did not have to lift anything individually nor use stairs and I lived by the elevators. They said it was because the hallway would slow them down for other moves. So I paid the additional 800$, and then was told that the price for my move changed to 3,364 on pickup and on drop off. That is more than double my agreed price for one way of the move. 
  
  I was then told to contact the carrier as to when they would be arriving in TX, so I did and they said Friday. I called on Friday, and did not receive any response. I then had the other person on my lease call and the carrier answered right away and said she wouldn’t make it that day but would be there Saturday. So, we slept on the floor for her new pending 9:00am arrival on Saturday instead of 11:00am on Friday. She didn’t show up Saturday, Sunday, Monday. She showed up at 11:15 PM on Tuesday, and refused to even open the truck to allow me to inspect items. She refused to open the truck for anything less than 3,364$ so I paid that. The one mover she brought with her then said that it would be an additional 800$ for him to move my things into my apartment, which is part of my contract. I am the first door next to the elevator, and the truck was parked 15ft from the door so a total of 40ft max does not indicate a long carry. When I refused and showed that there is already 800$ included in the 3364$ he started throwing my items and unloading them onto the sidewalk outside my new apartment building. 
  
  The driver had hired, without my knowledge, 3 men from ********** to come and help her one mover unload my items. They saw how poorly I was being treated and told me they would stay and help me, as I told them I did not hire them and could not pay them, but they were hired by the driver so they stated she would have to pay and it was not for me to pay them. Without their help- I would have been left without anything in my apartment. 
  
  when the original mover the drive had brought with her was done throwing my items onto the sidewalk, then the ********** movers asked for payment from them, to which he jumped in the truck and tried to speed away almost running over one of the ********** movers. They called the police, and there was an incident report created where I have access to the cameras of the mover throwing my stuff and unloading me onto the sidewalk.
  I did report the damages to you- and you all told me to contact the carrier for the damages instead which is what I did as well as report them to you. I will be sending over another email with all of the damages. 
  
  the 500$ you are speaking about was never received- nor have I received any other communication. As I stated- the 500$ is a start but not an adequate amount. Whether it be a full refund or not, there is more than 500$ in just damages alone and the fact that they did not fulfill my contract and unloaded me onto the sidewalk is another reimbursement amount needed. I asked for the company name and number, and owners name of the carrier you all chose and have not received that information.
  as Well, you say your email is available and open but the last message I received from you stated “mam this matter is settled take care”.
  so for these reasons, I am rejecting the response I received and hoping that you are able to see how 500$ is a start but not adequate. 
  
  
  Sincerely,
  
  
  ***** ************
  Sincerely,
  
  ***** ************

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