Complaints

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have lied about my I had to give alot of items away cause person would load. My items was 22 days late. And total smaller open and broken have pictures of items. Filed a complaint 30 days ago still.no word only ********** and the phone says out of service was very very unhappy with them said the gave d and respect veterans. Plus lost three new items that was.give as a gift

  Business response

  02/15/2023

  The pickup was done by Carefree Movers, their phone number is ************. To file a claim, please contact movingclaims.net. You will have the option to file a claim for reimbursement for a delay in your shipment as well.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired this company because the employees ****** and ***** said they dont use a third party and the movers are strictly employees of theirs. That was a complete lie!!Fast forward, we got a quote from ******, it was affordable and in our price range. I called the office SEVERAL times to do the video walking through with *****. The women that answer the phones said they dont do the video calls til 2 days prior to pick up. I called and left several messages with no calls being returned to do the video call. 2 days before moving out of state ***** calls and does the video walkthrough. Price went up additional $1800!!! We didnt understand why. He said we had more then what was estimated. We were angry. We asked for a discount he said ok he would do $1200. We ended the call. I called other movers and no one was available to do a long distance move in 2 days!!! We ended up speaking with ***** again and explained our frustration. He didnt care. He said that he was the only one in the company that could do the walk-through videos and theres nothing we could do at this point. He said its something that theyre going to be working on in the future but for now theres no way to get around it. He knew he had us locked and we knew we made a HUGE mistake!! We paid the additional $400 deposit a total over $1100. I felt very uncomfortable and pressured into using this company because we didnt have another option. I called ******************* With concerns of the movers showing up on time on the date we needed them to. He could not confirm they would be there. We were selling the house and had to be out at a specific time on a specific date. We could no longer use them as the moving company. We sent them a email to cancel the move all together. They are refusing to give us our deposit back.

  Business response

  12/01/2022

  We're sorry that we could not help this customer with their move however we do not mislead our customers and our terms are listed in our estimate. Everything is done in house up until the customer's move date. In order to give our customers an estimate, we ask for their inventory list and input these items into our system. Our system calculates a standard volume based on the items to be shipped, however 3 days before the move, we do a video call to ensure that the items given to us are correct and that the volume is correct. If the customer has more items or more volume then their price does increase however the customer does have the option of staying with their original estimate. If the customer decides to cancel then unfortunately their deposit is not refundable. 
  
  Here is one paragraph that can be found on our estimates. 
  By signing this Binding Estimate for Services, customer is acknowledging and agreeing to the following:
  
  Please note that USA Preferred Movers  is a properly licensed interstate Broker. USA Preferred Movers  is not a motor carrier and will not transport an individual shipper's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized motor carrier, whose charges will be determined by its published tariff. All estimated charges and final actual charges will be based upon the motor carrier's tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, USA Preferred Movers ,  is not responsible for any acts or omissions of the motor carrier or its employees or agents. Customer agrees to exclusively pursue the motor carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.
  
  We also have our cancellation policy listed on our estimates which states the following;
  
  CANCELLATION OF SERVICES: AS THE CUSTOMER, I AGREE TO PAY THE ***** CHARGES FOR MOVING COORDINATOR SERVICES TO BE PROVIDED BY USA Preferred Movers . I UNDERSTAND THAT MY DEPOSIT/FEE REPRESENTS ONLY A PORTION OF MY ***** ESTIMATED SERVICE CHARGES. DUE TO SCHEDULING AND ROUTING REASONS MY DEPOSIT/FEE IS NOT REFUNDABLE, UNLESS I NOTIFY USA Preferred Movers IN WRITING WITHIN 72 HOURS AFTER BOOKING AT ********************************* OF MY INTENT TO CANCEL THE ESTIMATE. A 5% CANCELLATION FEE OF THE DEPOSIT WILL BE CHARGED ON ALL REFUNDS. IF THE FIRST SCHEDULED PICKUP DATE IS WITHIN 7 BUSINESS DAYS, THEN MY DEPOSIT IS NON-REFUNDABLE. I UNDERSTAND THAT IF I CANCEL MY MOVE AFTER 72 HOURS, I AM ONLY ENTITLED TO RECEIVE A CREDIT OF MY DEPOSIT FOR FUTURE INTERSTATE MOVING SERVICES TO BE USED BY THE CARDHOLDER WITHIN A 12 MONTH PERIOD FROM THE DATE OF CANCELLATION. I MAY CHANGE MY PICK UP DATE, OR PLACE THE MOVE ON HOLD AT LEAST 7 BUSINESS DAYS (SATURDAYS, SUNDAYS AND HOLIDAYS NOT INCLUDED) PRIOR TO THE PACK OR LOAD DATE (WHICHEVER APPLIES) LISTED ABOVE. IF PICKUP IS REFUSED BY CUSTOMER FOR ANY REASON, THE DEPOSIT IS FORFEITED. ALL DEPOSITS WILL SHOW ON YOUR BILLING CYCLE AS USA Preferred Movers , ALL CREDIT CARD REFUNDS WILL BE PROCESSED ON MY NEXT BILLING STATEMENT.
  

  Customer response

  12/02/2022

  Multiple times we were told that this company was not a 3rd party and everything was in house and not to worry. This was the ONLY reason we went with this company in the first place. We were informed that the video call was 24 hrs before the moving date! How is there anyway to cancel if you need 72 hrs??? Your business practices are absolutely ludicrous. You give no customer a chance to cancel you only charge more!! I am very upset at this. You have lied to us over and over again. It all started with your employee ****** and then ended up with ***** the manager. He even stated that they needed to work on a better way to do the video calls not to mention I had to contact him several times before he called me back. This was most definitely on purpose to be able to keep our deposit since now it would be less then the 72 hrs they want for the cancellation. Again taking advantage of customers. Just be a good company and refund our deposit.  

  Business response

  12/13/2022

  Cancellation must be done within 72 hours of booking your move, if you cancel your move after 72 hours of booking your move, your deposit is not refundable. 

  In some cases, video calls were done 1 day prior however that is done as a courtesy to the customer so that they are aware of any additional charges, even though the customer did have additional items or space that caused an increase in their price, they had the option of going with their original estimate. 

   

  DUE TO SCHEDULING AND ROUTING REASONS MY DEPOSIT/FEE IS NOT REFUNDABLE, UNLESS I NOTIFY USA Preferred Movers IN WRITING WITHIN 72 HOURS AFTER BOOKING AT ********************************* OF MY INTENT TO CANCEL THE ESTIMATE. A 5% CANCELLATION FEE OF THE DEPOSIT WILL BE CHARGED ON ALL REFUNDS. IF THE FIRST SCHEDULED PICKUP DATE IS WITHIN 7 BUSINESS DAYS, THEN MY DEPOSIT IS NON-REFUNDABLE. I UNDERSTAND THAT IF I CANCEL MY MOVE AFTER 72 HOURS, I AM ONLY ENTITLED TO RECEIVE A CREDIT OF MY DEPOSIT FOR FUTURE INTERSTATE MOVING SERVICES TO BE USED BY THE CARDHOLDER WITHIN A 12 MONTH PERIOD FROM THE DATE OF CANCELLATION.

*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. ↩