ComplaintsforMove in USA LLC

• Initial Complaint

  08/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The quote I received was nowhere near the actual price I paid for my move. the price more than doubled!!! The original quote was 1012.50. At the end of the move before they would unload my items at the new house. I had to pay another $1,650.00 in addition to a $550 deposit previously paid. This was a one bedroom townhome with three movers. The movers damaged a wall in the home I was moving from and another wall in the home I was moving into. They also left a significant amount of my personal items that I ended up making two additional trips in my car which was an hour drive each way for a total of four hours. Filing a claim is virtually impossible and an extremely arduous process as claims cannot be filed over the phone or online. Claim forms must be completed by hand and mailed. This is the 21st Century! The Senior Moving Consultant, Greg M***** is now price haggling over $150 to repair only one of the walls that was damaged. Not only is he price haggling but attempting to to make a $115 payment as opposed to what it actually costs to repair and paint but also his offer is contingent on me removing the negative review I left on Google. This is unprofessional and unethical. I will not be forced to remove a legitimate review of my experience or shortchanged because of the company’s negligence. Any assistance you can provide in resolving the matter is greatly appreciated. If this company is not stopped from behaving unreasonably and unethically they will continue to rip off their customers and get away with this type of unprofessionalism.

  

  Business response

  08/21/2023

  Thank you for forwarding this consumer’s complaint to our attention. We offer the following response:  
  
  Based upon information provided by Ms. *******, our relocation associated prepared an estimate for local moving services at an hourly rate. Ms. ******* reserved a moving team for 2.5 hours and one hour of travel time. The estimate described the services ordered and optional services including packing materials and labor.
  
  On the day of the move, Ms. ******* ordered additional labor time and packing services, and had a long carry at both the pickup and the delivery. The final charges identified on the bill of lading accurately reflect the services ordered and performed and are consistent with the rates described in the estimate.
  
  Move In USA has an established claim process in place to assist customers with transit related claims. Claims can be filed online through our claim administrator’s filing website. Despite the residential damage liability waiver, we have asked our claim administrator to forward a settlement packet to Ms. ******* to bring this to an amicable resolution.  

  Customer response

  09/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
   
  The actual cost of the move was more than double. In my professional opinion, the quote was not accurate and therefore I was misled. Next, the only thing the movers packed were two flat screen tvs. Everything else in my home was packed before the movers arrived on location. I hired someone to pack my things and can provide a receipt for boxes purchased from ******. 
  

  To offer me an amount less than what it costs to repair both walls is insane and unacceptable.  The mere fact that the company thinks an offer like this is acceptable is RIDICULOUS! The ridiculous gesture/offer says to me that the company cares more about money than they do about their customers and making a bad impression and experience right.  Reputation is EVERYTHING when it comes to business. Yours will suffer! 
  
  Sincerely,
  
  
  ******* *******

• Initial Complaint

  04/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired Move in USA (MIU) for a move for my daughter, *************, that took place on September 20, 2020 from ****************** King of Prussia PA 19406 to ****************. Fairfax VA 22031. The total cost that was paid for moving services was $2,280. MIU did not offer me/make me aware that I could purchase additional insurance coverage when I hired them. I only learned of additional insurance coverage when I reported the couch damage to Rachel. Had I been made aware of additional insurance, I would have definitely gone with it. I understand that BBB requires complaints to be filed within one year; however, I only received a final email from MIU (from Greg) on 2/2/22 which is why I am filing my complaint now. The movers packed my couch and tried to load it in the elevator, during their attempts to fit it in the elevator they removed the packing from the couch to shove it in the elevator. This same couch was delivered by the showroom to my apartment. The couch was delivered and transported in the same elevator to my apartment without issue with only two men. MIU spent an entire hour trying to move my couch. This delay resulted in a charge for an additional hour above the estimated timeframe. While attempting to move the couch, it was damaged beyond repair due to their incompetence and negligence stemming from the removal of the protective packing wrap. The movers were notified, and Rachel (from MIU) was notified as this was happening/happened. Rachel acknowledged that she would speak to her insurance (******) to reimburse the one hour ($285.00) and work on the reimbursement for the couch. We submitted a claim to ****** as instructed by Rachel. When I called Rachel, she said she would talk to ******. Eventually, ****** communicated their decision to settle the claim for $180 (for a couch which costs $3,498.00 + $285.00 for the additional hour) (see attached for complete information due to characters restraint)

  

  Business response

  04/26/2022

  Business Response /* (1000, 7, 2022/04/12) */ Thank you for forwarding this consumer's complaint to our attention. We offer the following response: Ms. ******* accepted a moving estimate for intrastate moving services which described the services ordered and the terms and conditions of service ordered and explained the service included free valuation coverage which established carrier liability at $0.60/lbs., per item. On the date of service, Ms. ******* insisted that a sofa could and should be moved in the elevator. Our team tried unsuccessfully to get the sofa into the elevator only to be told by Ms. ******* that there was a stairwell they could use which was large enough to safely accommodate the sofa. Move In USA has an established claim process in place to assist customers with transit related claims. Ms. ******* filed a claim which was reviewed by a qualified analyst, certified by the American Moving & Storage Association. Ms. ******* was offered compensation consistent with the contract terms, our tariff and applicable state and federal law. Unfortunately, Move In USA can find no records indicating that a refund was agreed to. Ms. ******* should contact us directly if she has documentations showing otherwise. Consumer Response /* (3000, 9, 2022/04/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from Move in USA. I was never offered additional insurance; had I been offered the additional insurance I would not be filing this complaint. I did not instruct the movers on how the couch should be moved, and they only opted to move the couch via the stairs when they were unable to fit the couch in the elevator (despite the couch being delivered from showroom via the elevator without issue with fewer movers). It was my responsibility to pay for the move and Move In USA's responsibility to move my belongings safely and without any damage. When I called Rachel as the move/damage was happening she assured me that she would instruct ****** to refund the payment for the additional hour ($285) during which the couch was damaged and work on the reimbursement for the damages to the couch. I trusted she would uphold her verbal commitment. To recap, I never instructed the movers how to move my belongings. The movers packed my couch and tried to load it in the elevator. During their attempts to fit the couch in the elevator they removed the packing from the couch to shove it in the elevator. The same couch was delivered and transported by the showroom in the same elevator, to my apartment, without issue with only two men. The movers spent an entire hour trying to move my couch. The additional hour was above the estimated timeframe. While attempting to move the couch, it was damaged beyond repair due to their incompetence and negligence stemming from the removal of the protective packing wrap and rough attempts to shove the couch into the elevator. Rachel (from Move In USA) was notified as this was happening/ happened. Rachel committed to working with her insurance (******) to reimburse the one hour ($285.00) and work on the reimbursement for the damages to the couch. I submitted a claim to ******, per Rachel's instructions. I tried to call Rachel several times and she never returned my calls. Eventually, I reached Greg (from Move In USA) who said he would work on the reimbursement and had me send him an email and details about the incident, which I did. I followed up with Greg several times, and he said he was working on it. When I called Greg next, he informed me that he was taking a vacation and that we would attend to this matter when he returned. When I followed up with him on his return, he told me to go to the BBB and that he did not care. Move in USA must reimburse me for the additional hour that I paid for which MIU damaged my couch and for the couch since it cannot be repaired by the manufacturer ($3,498.00 + $285.00). I should not be financially impacted by MIU's incompetence and negligence Business Response /* (4000, 13, 2022/04/25) */ Thank you for forwarding this consumer rejection to our attention. We offer the following rebuttal: On the date of service, Ms. ******* informed the team the sofa had been delivered using the elevator. Our team tried unsuccessfully to get the sofa into the elevator, and instead used the stairwell pointed out by Ms. *******. Move In USA has an established claim process in place to assist customers with transit related claims. Ms. ******* filed a claim and was offered compensation consistent with the contract terms, our tariff and applicable state and federal law. As indicated previously, Move In USA has no record suggesting a refund was agreed to. Ms. ******* should contact us directly if she has documentations showing otherwise.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Not satisfied with customer service . Spoke with Rachel and Greg throughout the move about furniture was taken from the home that movers were not suppose to take. Movers were asked to return the furniture back into the house some items was packed in truck. Inventory list of property was extremely difficult to read. This information was shared with Rachel and Greg. Belongings were mishandled and damaged. Damaged furniture included (daybed-broken off rollers from the drawers under bed, desk-top cracked in half, dining table scratched sides of table top, end table-broken off legs , antique cedar chest corner cracked and many boxes smashed. Price quoted was different than previous quote increased cubic feet when furniture was returned and did not take bikes and an inventory list I did not understand. I also had to pay with belle, would not take check or charge. Itemized inventory was not accurate 1 queen frame, 2 twin mattresses and 2 day beds. Did not understand all the charges, especially when the y were asked to return furniture back into the home we were moving from. *********************** offered $ 146.00 in release and settlement

  

  Business response

  02/07/2022

  Business Response /* (1000, 9, 2022/01/31) */ Thank you for forwarding this consumer's complaint to our attention. We offer the following response: Ms. ****** accepted a moving estimate for interstate moving services which described the services ordered and the terms and conditions of service including the levels of valuation coverage available and the payment terms which described the accepted forms of payment. The payment terms clearly explained that "At delivery the balance is due prior to unloading in the form of a Post Office Money Order or Cash only." On the date of service, the Move in USA movers completed a detailed inventory of all items loaded. The inventory identified the items transported and contained an explanation/key of the codes used to identify and describe the inventory items. If Ms. ****** has any questions about the inventory logs, she is welcome to contact us for assistance. Ms. ****** was not present during the pickup and instead had an agent in her place. During the loading there was some confusion, and the crew was mistakenly loaded some items that were meant to stay. Move in USA has an established claim process in place to assist customers with transit related claims. Ms. ****** filed a claim which was reviewed by a qualified analyst, certified by the American Moving & Storage Association. Ms. ****** was offered compensation for all items claimed, and the compensation offered was consistent with the contract terms, including the level of coverage selected by Ms. ******, our tariff and applicable federal law. Consumer Response /* (2000, 11, 2022/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) The move was very very expensive($5,476.00) however the Insurance option for .60 cents a pound of coverage was checked off and would not allow us any reimbursement for damages and destroyed furniture that we incurred during this move. The company has offered us $247.00 out of good faith. We do not recommend this company and our reasons for the unsatisfied response are as follows: -the total disrespect of property was extremely disheartening damages ( broke a corner of an antique cedar chest and is about to fall off, the wooden desk top cracked in half , broken off rollers on drawers of our daybed , wooden end table magazine rack legs and top were broken off) and kitchen table severely scuffed on edges -the detailed inventory list that was created at the time of pick up was extremely difficult to read and/or understand, the inventory log looked like scribble and the "mistakenly loaded furniture/mattresses were still included in the square footage and price. -I did call customer service numerous times to share my concerns about the inventory list and about the square footage that I was being charged. We were suppose to get reimbursed but then had leave messages and would no longer receive a response. - This review is for any consumer who is contemplating a move.Highly recommend insurance and do not ***** your payments. - A respectable resolution would have been for the company to offer compensation for replacement of badly mishandled furniture. We paid so much for this move so very disheartening!

*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. ↩