ComplaintsforStar USA Moving, LLC

• Initial Complaint

  06/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Please see the attached supporting documents labeled Star USA Moving Company Review for the full complaint. The complaint had too many characters for this space.

  

  Business response

  06/21/2024

  COMPANY RESPONSE TO BBB CASE ID #: ******** - ***********************
  
  
  
  
  Dear BBB,
  
  Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer.  Please note, that we are more than willing to thoroughly investigate the consumers said complaints to better understand, validate and fairly resolve all their issues against our company. Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and deeply appreciated.
  
  When it comes to these matters, we put ourselves completely at the customers disposal. Rest assured that if and upon a full and thorough investigation through MovingClaims.net ************************** we can validate that the customers claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance with their coverage and will ensure a fair resolution to their issues.
  
  It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution.
  
  In addition to that, all consumers receive informative documentation prior to their service date, advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didnt receive prior, during, or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated, and resolved in accordance with their coverage and contractual liabilities.
  
  To better understand and validate all the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company, they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. This will confirm the interaction between both parties and ensure a fair investigation for both the customer as well as the company.
  
  We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK):
  
  ?      Bill of Lading (contract)
  ?      Order for Service
  ?      Household Goods Descriptive Inventory (both pickup and final delivery copies)
  ?      Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.)
  
  We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns.
  
  We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing. 
  
  
  
  Very ************************************************************************************ Dep.

  Customer response

  06/26/2024

  I didn't have a better copy of the Inventory sheet requested. *******************************, the lead mover, has the original copy which Star USA Moving also has. 

  Customer response

  06/28/2024

   
  Complaint: 21806612
  
  I am rejecting this response because: I didn't have a better copy of the Inventory sheet requested. *******************************, the lead mover, has the original copy which Star USA Moving also has.
  
  
  Sincerely,
  
  ***********************

  

  Business response

  08/02/2024

  Upon close review of your submitted complaint, and in order to maintain our high level of customer satisfaction, your ********************** company is willing to compensate you a total of $100.00 in good faith for any inconvenience that *** have occurred in the process of your move. 
  
  CUSTOMER SATISFACTION IS CRITICALLY IMPORTANT TO ** AND WE WANT TO ENSURE THAT EVERY
  CUSTOMER KNOWS THEIR BUSINESS IS VALUED AND TRULY APPRECIATED.
  
  KINDLY ACCEPT OUR APOLOGIES FOR ANY INCONVENIENCE AND WE WISH YOU THE BEST IN YOUR NEW HOME!

• Initial Complaint

  08/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Delayed delivery date by 10 days, Several missing items from move, over $1,000 in goods missing. Stole my purse. I provided food, water and beer for the workers. Tipped them extra for their hard work, then they stole my stuff my stuff by leaving items off the manifest. ******** and ***** were the guys. They made out better than I did. Police report filed. Company not responding

  

  Business response

  08/31/2023

  COMPANY RESPONSE TO BBB CASE ID #: ******** - *******************************
  
  
  
  
  Dear BBB,
  
  Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer.  Please note, that we are more than willing to thoroughly investigate the consumers said complaints to better understand, validate and fairly resolve all their issues against our company. Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and deeply appreciated.
  
  When it comes to these matters, we put ourselves completely at the customers disposal. Rest assured that if and upon a full and thorough investigation through MovingClaims.net ************************** we can validate that the customers claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance with their coverage and will ensure a fair resolution to their issues.
  
  It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution.
  
  In addition to that, all consumers receive informative documentation prior to their service date, advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didnt receive prior, during, or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated, and resolved in accordance with their coverage and contractual liabilities.
  
  To better understand and validate all the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company, they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. This will confirm the interaction between both parties and ensure a fair investigation for both the customer as well as the company.
  
  We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK):
  
  ?      Bill of Lading (contract)
  ?      Order for Service
  ?      Household Goods Descriptive Inventory (both pickup and final delivery copies)
  ?      Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.)
  
  We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns.
  
  We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing. 
  
  
  
  Very ************************************************************************************ Dep.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved from Tennessee to *************. , I am completely blind. The movers packed up all my stuff and put it in the moving truck. Upon arrival in ************* the movers unloaded my items and were supposed to put them back together for me since I am blind and cannot. They left my dryer outside in the rain because they said they couldnt fit it in the basement. They left my bed frame dismantled. Items were broken and missing and trash and cardboard were thrown out in my driveway. The men didnt arrive with any tools which is why they told me they couldnt put the items back together. They told us they would go get tools and come back and they never came back. My granddaughter called the company and they were very rude and were told thats not their job. Picking up the trash is not their job. We tried to resolve with them but they were unresponsive and unprofessional. We filed a claim with their company because I had to unpack my items I had fractured my back I am blind and 78 years old. I spent weeks in the hospital. When we got the claim back they offered me $100 for all the issues they have caused me. I called to fight the amount that they are offering me as I believe the damages and the pain I went through is worth more then $100, they told me they cannot help me. I paid them over $3000 and they did not do their job and ripped off an elderly blind women.

  

  Business response

  09/23/2022

  Dear Valued Customer,
  Please be advised that upon a careful evaluation of your claim/complaint, the following decision has been rendered by your service provider (Your
  Moving Company).
  As per company terms and conditions of which you fully signed and agreed, it is the shippers (your) responsibility to inspect and indicate damages or
  missing items on the inventory logs at time of delivery/pick up. Valuation of claim will be based on those indications, subject to the limitations of liability
  as described on the Bill of Lading. Liability of the carrier will be in accordance with the liability option you have selected at the time of the
  move.
  Our record clearly shows that your shipment was released to the company at the industry standard valuation of $0.60 PER POUND PER ARTICLE.
  As per agreement and declaration of value, any property to be moved, packed, shipped, forwarded, or otherwise handled shall be subject to the
  industry standard liability of $0.60 PER POUND PER ARTICLE.
  THEREFORE, UPON A CLOSE REVIEW OF YOUR BILL OF LADING (CONTRACT), ORDER OF SERVICE AS WELL AS PROOF OF LOSS AND
  DAMAGE FORM, THE SETTLEMENT OF THIS CLAIM HAS BEEN FOUND TO BE IN THE AMOUNT OF $100.00.

• Initial Complaint

  04/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Star USA Moving has committed household goods moving fraud by inflating my estimate by more than +50%, not reporting accurate weights, and by failing to delivery my furniture in it's entirety. Upon arriving to my house in GA and without inspection, the owner of the company told my house sitter that my household goods looked like it was underestimated and they would need to increase my deposit for the move. The original quote was for **** dollars. Star *** Mover tacked on an additional 4K before lifting a finger. My house sitter called me and relayed the message. I told the owner this is not what was agreed upon and he told me they haven't started so once he gets to the max ******** he would call me before moving forward, so I agreed. I didn't receive a call until everything was packed up and the movers was asking for additional payment. It was decided that once my household goods made it on the truck, they would hold my furniture until I payed the upcharge. So I paid half and began researching household goods moving fraud. Once my household goods made it to ********, **, I noticed that my furniture showed up in a 26ft box truck. Surprisingly, there was another customer furniture in the vehicle as well. I thought that was odd due to the fact my household good couldn't have met max ******** if your able to fit multiple customers in one vehicle. I took pictures in order to submit evidences in my DOT complaint. Either way, after delivering my furniture I noticed that two pieces were missing. I asked the driver about this and he said they left it in storage because they didn't have room but that they would redeliver the following week. It was a studio desk and a nice oak wood bench seat. I called the moving company and they were aware of the missing furniture and told me they would call dispatch to have it delivered. It is now two months later and they are still saying the same thing. I want my furniture that I paid so much for. The insurance they use is a scam also.

  

  Business response

  04/26/2022

  COMPANY RESPONSE TO BBB CASE ID #: ******** - *****************************
  
  
  April 26, 2022
  
  BBB CASE #: ******** -*****************************
  
  
  Dear BBB,
  
  Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer.  Please note, that we are more than willing to thoroughly investigate the consumers said complaints to better understand, validate and fairly resolve all their issues against our company.Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and deeply appreciated.
  
  When it comes to these matters, we put ourselves completely at the customers disposal. Rest assured that if and upon a full and thorough investigation through MovingClaims.net ************************** we can validate that the customers claims/complaints against the company are in fact true and accurate,the company guarantees to compensate the customer in accordance with their coverage and will ensure a fair resolution to their issues.
  
  It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution. In addition to that, all consumers receive informative documentation prior to their service date, advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didnt receive prior, during, or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated, and resolved in accordance with their coverage and contractual liabilities.
  
  To better understand and validate all the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company, they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. This will confirm the interaction between both parties and ensure a fair investigation for both the customer as well as the company.
  
  We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK):
  
  ?**** of Lading (contract)
  ?Order for Service
  ?Household Goods Descriptive Inventory (both pickup and final delivery copies)
  ?Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.)
  
  We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns.
  
  We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing. 
  
  
  
  Very ************************************************************************************ Dep. ******************.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was looking for Moving quotes and was contacted by Star *** Movers. I began working with ********************* from the company the beginning of January. We agreed on a quote for moving From ************** to ******** of $2500. **** told me he needed a deposit of $600 and to send it via Zelle. I sent the money and was contacted about a week or so later from another employee of the company, *******. ******* wanted to know if I was ready to move forward with getting a quote for my move. I explained to him Ive been working with **** and had sent the deposit and had scheduled pick up of my personal belongings. ******* Informed me that **** no longer worked for the company because he was stealing clients money directly and was stealing money from clients. ******* Did say they would honor my $600 deposit. I have been trying to contact ******* for my move with no response. I called the company several times. I eventually talk to somebody in sales who had ******* reply to me. ******* continue to call me a liar saying that he had a text thread of several text he sent me as well as many emails and phone calls that Ive gone on answered. When I asked him to send me the text thread he said it was Irrelevant. I only received one text message from ******* Which was him asking if I wanted to get a quote for my move. This was when I realized I had been scammed by the previous employee ****. This company lacks both ethics and morals. I do not want anyone else to get scammed by this company. I do believe **** still works for the company.

  

  Business response

  02/21/2022

  Company Response to BBB Case # ******** - *********************
  
  
  February 21,2022
  
  Re: BBB Case # ******** - *********************
  
  
  
  Dear BBB/Abby,
  
  Please accept this formal acknowledgement notice of the above referenced BBB case number submitted by the aforementioned consumer.  Please note,that we are more than willing to thoroughly investigate the consumers said complaints in an attempt to better understand, validate and fairly resolve all of their issues against our company. Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and truly appreciated.
  
  In the event, you may realize that some of your goods are damaged or missing, or if you feel that you have been over-charged or charged for services that you didnt receive prior, during, or after services were completed, all customers understand that they should initially give the service provider (Their Moving Company) the first right to fully investigate and respond in writing with a resolution to their issues.
  
  To start your claim/complaint process,please see the instructions below:
  Log on to: https://www.movingclaims.net 
  When entering the site, click on the tab - register your moving claim/complaint
  
  Please make sure to have the following information when registering your case:
  Your moving company's legal name.
  Your full name as it appears on the **** of lading (contract).
  Your full current address.
  A valid phone number.
  A valid email address.
  Your order number, or move confirmation number.
  Moved from state/move to state.
  Your move date.
  Upon receiving your information online, a Claim Acknowledgment Confirmation Notice will be sent to you via email, confirming that your claim/complaint has been received and entered to our electronic system. Note: Please make sure to check your junk or spam folders for our email confirmation.
  
  KINDLY ACCEPT OUR APOLOGIES FOR ANY INCONVENIENCE AND WE WISH YOU THE BEST IN YOUR NEW LOCATION!
  
  
  Sincerely *********************************************************************** ******************.

*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. ↩