ComplaintsforTransport America Moving Services

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract for a cross country move in March 2024, with a scheduled move date of June 22, 2024. This allowed them 3 months to coordinate everything on their end. I was told delivery usually takes ***** days. I was also told how many boxes would fit in my assigned space of 200 cubic feet. I packed well and kept it well under what was recommended. I was assured that the company was the mover, not a broker. This was lie #1. The team that showed up to pick up the order was a subcontractor who attempted to charge me more money for my load. As one guy is loading, another *** sat in my kitchen running numbers based on her "visual estimate". We refused multiple times to pay more, even offered to leave a mattress behind, but in the end, it all fit. We left *********** and drove across country, expecting our load to be delivered around July 1. After a week, dispatch told me they were still working on getting my stuff on a truck. After another week, on July 15, dispatch told me my load was on a truck and on it's way within 1-8 days. After 10 days, dispatch told me she had to track down the driver, promised me a call back. No call came. After that, my calls went to voicemail. July 29 I reach out to my sales ***. July 30 a "manager" calls but cannot access my file. July 31 "manager" tells me my load will be on a truck that leaves Aug 5. Ends up my load did not fit on previous truck and they failed to notify me. (lie #2) I let manager know how upset I am, how I feel that this is a deceptive business practice, the only reason I hired them was because they assured me they were not one of the shady companies out there. I want my move completed, and I do not want to pay the balance due. I have already paid a substantial amount for a terrible service. We are in week 5 now. I requested an email detailing what he was going to do to make this right. He promised an email within the hour. (Lie #3) Still no resolution.

  

  Business response

  08/27/2024

  Unfortunately, we had some logistical issues on delivering the customers goods within the "estimated" time. We have been in communication with the customer throughout. The customer did not pay anymore than was originally estimated. We have not mislead the customer in anyway. The customers load is in transit for delivery and we have agreed with the customer to meet their desired settlement with billing adjustments. Customer stated they are satisfied with the agreement and will mark this complaint as resolved, once delivered. Every customer is a priority of ours, but due this customers unforeseen cermantacnes they are our top priority and will delivered shortly.  

  Customer response

  08/28/2024

   
  Complaint: 22077166
  
  I am rejecting this response because: Transport America has agreed to give us a discount, but they have not yet delivered our items. This is no longer just past the "estimated" time, it is past the time allowed in the contract. They assured me that my items would arrive last weekend in exchange for me removing negative reviews and comments on social media. The weekend passed with no update from Transport America. I reached out on Monday but could not get an update. Tuesday I was told it is in transit and should arrive by the end of this week. This will be the 9th week of waiting for delivery. 
  
  Sincerely,
  
  ****** *****

  

  Business response

  09/11/2024

  The customer was delivered last week and we provided the discount that was agreed upon with the customer. 

  Customer response

  09/11/2024

   
  Complaint: 22077166
  
  I am rejecting this response because: Transport America has only delivered half of our items, after 10 weeks of waiting. A driver arrived with no Bill of Lading. We were able to list out the box numbers to discover that over 20 boxes/crates were missing. This is not an acceptable level of loss for a small load of 200 cubic feet. This seems to point to theft or negligence. Communication with company has stalled, with no further resolution offered. We are demanding that the rest of our items be delivered, or a full refund + damages should be offered. We have not even addressed broken and mishandled items but that is the least of our concerns at this point. We want the service that we paid for, which was to move our household items from point A to point B. 
  
  Sincerely,
  
  ***********************

  Customer response

  09/18/2024

  Since filing my original complaint, the moving company has been more concerned with protecting their reputation than in fixing the problem of my missing items. I have reviewed the full inventory list now and find that we are missing close to half of our boxes. We are missing:

  6 plastic bins. 

  6 moving boxes. 

  4 picture/tv boxes (one is a tv, the rest are paintings)

  1 duffle bag

  1 office chair.

   

  Included in those boxes and bins are the scrap books I have been building for each of my 3 children. These included original sonograms, hospital bracelets, locks of hair from first haircuts, photos from their births, school portraits. Also lost are my personal childhood photos, photos with my father who has since passed away. These items are not digital, they cannot be replaced. This is a sample of the level of damage that I am dealing with due to Transport America Moving's negligence. 

   

  They have offered to refund our deposit and they have downplayed the seriousness of this issue. They posted a disparaging response to my partner's review in an attempt to make us seem unreasonable. They have implied that any discount or refund is contingent on us removing negative reviews. This makes me wonder how many other people have had bad experiences but were compensated for their silence. They have advised me to start a claim, which will pay 60 cents per pound. How do we place a value on my childhood photo album? Or the sentimental items from the birth of my children. 60 cents does nothing to ease my grief. 

   

  Thank you for your time

  ****** *****

  

  Business response

  09/23/2024

  We have been in communication with the customer almost daily in regards to this claim. We are trying to work with the customer to come to a resolution beyond the standard liability coverage that is included. The customer refuses to take the proper steps and go through our claims department to file a claim of missing items mentioned. The customer has also went on every single platform possible online and left negative reviews about our company. These reviews do not reflect who we are as a company one bit. We are in no way trying to downplay her situation. Every single customer important to us! In fact, we feel we have went above and beyond to come to a resolution with the customer. Since the customers delivery, we have already waived her balance that was due at delivery. We also offered a full refund of her deposit. The delivery discount was accepted by the customer but she is now declining the offer of the refund. We have received the customers rejection and we are currently in the process of locating the items mentioned by the customer. We have communicated this with the customer and will update her once we have more information. Besides locating the items mentioned, are hands are tied at this point. We have offered 75% of her move off but the customer refuses and just keeps putting negative reviews online daily. There is a process to claims and it takes time to resolve any claim matters. We've expedited her claim but we ask of the customer to understand that the claims process can take time. We are asking the customer to refrain from the daily attacks online and give us the time to resolve her claim. 

  Customer response

  09/23/2024

   
  Complaint: 22077166
  
  I am rejecting this response because: It has been my experience that Transport America Moving only responds to me when I put pressure on them. The online reviews have gotten their attention and are honest reflections of my experience. They have not been in contact on a daily basis, rather they leave me hanging for days on end waiting for a reply. I have started the claims process as you can see from the attached summary dated 9/18/24. My emotional well being has been impacted by this. I am heartbroken over the personal artifacts of my life that have gone missing. I entrusted these things to their care, and they failed to deliver. A "discount" is not sufficient.  I am trying to be patient and allow them the chance to rectify their mistake and/or negligence. I have asked for a reasonable time frame for this, and all I heard back was "it takes time." 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 13th, I spoke with **** from your company about our move from Virginia,to *******. I emphasized the need for a timely move due to my remote work requirements, limited budget and my kids 6 and 1. **** assured me that I did not need a Uhaul, that a move by December 22nd was possible and even suggested an early pickup on December 18th for a delivery window between December 21st and 23rd. December 18th, no one showed up for the scheduled pickup. After contacting the company, I was told the pickup was rescheduled for December 20th to ensure timely delivery for my benefit, although the explanation was unclear.On December 20th the driver's truck broke down but received this information after multiple unreturned calls. The pickup was postponed to December 21st, with the assurance of delivery no later than December 23rd.A promised call from dispatch to arrange payment on December 21st never came. I made several calls myself before payment instructions were sent on December 22nd, a day later.On December 23rd, nobody called. **** said a new delivery date of December 24th.On December 24th, I was informed that dispatch was not working, making delivery impossible. **** later confirmed a new delivery date for December 26th, It is now 12/26. We do not have a delivery date. I was told them can take up to 21 days which is not what was discussed with me. **** did not mention this was even a possibility, Our whole lives are on that truck. I have not been able to work for 3 days now. I will lose my job if this continues any longer. My kids Christmas was ruined. I had to spend an additional $650 between hotel rooms, blow up mattresses, towels, pots and pans, blankets and sheets, My kids have nowhere to sit, and i cant run payroll for our employees. nobody knows where our stuff is or when its going to get here. We have been given multiple false delivery dates. This is not right. I dont know what to do. This is not what I agreed to.

  Customer response

  12/30/2023

  It is now December 30th. I was promised by dispatch customer service that the driver would be delivering by 12/28 or 12/29. She assured me the driver would reach out. Now we were being told that its changed to 1/1/24 or 1/2/24

  ive been told they are for sure delivering on multiple false delivery dates. Which makes me think they either dont truly know where their drivers are despite GPS and required checkins being a standard in this industry. Or they are just lying to me, and my family, and my kids repeatedly just to get me off the phone. 
  

  this marks one full week I have not been able to work, I am not getting paid which accounts for $1346 of my hourly pay. I dont know how Im going to make rent now. I also was told by my job if I am not able to start work by Wednesday I will no longer have a job. I also had to spend $650 to survive without any of our thing between hotels and blow up mattresses and blankets, towels, pots and pans. My kids are out of clothes. This ruined their Christmas. If I lose my job over this issue I will be consulting an attorney. This has gone on way too long and its not fair to my family. 

  Customer response

  01/02/2024

  Letter from my leadership letting me know of my notice of termination if I am not able to return to work by January 4th. The customer service agent *** reached out to is clearly tired of me reaching out. I just need them to make this right. We need our stuff and we need them rectify this situation. It should not have come to this.  

  Customer response

  01/02/2024

  Letter from my leadership letting me know of my notice of termination if I am not able to return to work by January 4th. The customer service agent *** reached out to is clearly tired of me reaching out. I just need them to make this right. We need our stuff and we need them rectify this situation. It should not have come to this.  

  

  Business response

  01/17/2024

  Unfortunately, due to mechanical issues with our truck we were delayed on delivering the clients goods by his requested delivery date. The client was delivered and the move completed by us on 1/4/24. Due to the delay and any inconvenience this may have caused, we have reached out to the client and have come to an agreement with the client to resolve this complaint. The client stated he is satisfied with the terms and has agreed to reply to this complaint that he is satisfied with the outcome and the case resolved.  

  Customer response

  01/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have been informed that it will be resolved within 30 days of when I was notified they were working to resolve this. So as long as it is done within this timeframe we will be happy. 

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

• Initial Complaint

  07/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I contracted with Transport America to move my one-bedroom apartment goods from ******** to ************. I was given the estimate of delivery in 1-3 weeks, so I packed accordingly, even rented a small U-Haul trailer to drive myself so that I had enough of my belongings to set up a household and begin working immediately. I was prepared for a longer time than estimated.I paid a deposit immediately via debit card. When the movers came, I paid $1200 and gave them each a $40 tip and made them coffee. They were very nice and energetic. Every 2 weeks after the delivery estimation passed, I have been contacting them to find out when I can expect delivery. I have received the same answer, "in a couple more weeks" and "we will let you know when the truck your goods are on is full enough to send to ************" and "the truck is almost full, so probably a few more weeks". It is now 7/21/23, eight weeks after I moved, and I still don't have my household goods. I am sleeping on an air mattress and am trying to work without all the items I need from the home office I packed up. A few weeks like that was understandable, but this has gone on too long.Now I am not getting a response at all to my concerns. I am hoping this will be resolved and I can take this complaint down and not seek any other means to get my goods delivered. That is all I want and need. I just don't know what else to do to get their attention to this matter.

  

  Business response

  07/25/2023

  This job has been completed. The client was delivered on 7/24/23.

  Customer response

  07/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and it is now resolved, thanks to BBB. 

  I did receive my household goods.  It is a shame that it took me having to file a complaint to get any results.  I put in a complaint with BBB and started getting call backs the same day. The next day - Saturday - I was told that my goods would be delivered on Monday.  The delivery guys were great and that part of this process was smooth, but I would not recommend this company to anyone I know based on  my experience. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ********************* was 78 years old when this incident began, her age alone makes **** an at-risk elder as defined by ******** law. **** has severe hearing loss, and it is difficult for her to have a phone conversation. My name is *******************, I am ***** eldest son and attorney-in-fact for the *** that she executed.**************** phone # - ************ ********************* phone # - ************ ******* phone # - ************ Transport Americas phone # - ************** On Oct 20, 2022, **** attempted to illegally execute a contract with **** and took a $675.00 downpayment. **** is claiming **** e-signed the contract, however, there is no evidence that **** had a chance to review the contract before **** demanded a down payment. Nor is there any evidence that **** actually e-signed the contract or was even sent an email asking for an e-signature. **** informed **** of her hearing impairment during their conversation(s). **** appears to have taken advantage of this impairment while attempting to execute a contract with an at-risk adult.The truck that arrived in Chaska on Saturday Jan 7, 2023, would have been loaded on or before Thursday, Jan 5, 2023, most likely sooner.****** had access to information showing that he missed the 'deadline' for getting ****'s load on the truck.On Friday, Jan 6, 2023, ****** threatened to put ****'s possessions into storage and force us to arrange pick-up if we did not agree to delivery terms outside the terms of the contract. It now appears this is the solution Transport America is choosing.On Saturday, Jan 7, 2023, **** chose to call **** directly and demanded payment even though the driver had informed **** that ****'s possessions were not on the truck. Transport America had been notified on Wednesday, Dec 21, 2022, that **** had an executed *** and requested all communication regarding ****'s shipment be with myself, I had to remind **** of this fact. Up until this point **** had not attempted to contact **** since before Dec 21, 2022.On Wednesday, Jan 11, 2023, **** proposed that if I did not contact him for updates, he would have a load for **** in 2-3 weeks. I agreed to these terms and kept my end of deal. During this same conversation **** also informed me that if I attempted to contact Adult Protection Services, the police, Transport America HR or anyone else besides ****** and himself that they would hold ***** possessions for as long as possible.On Monday, Feb 6 and Monday, Feb 13 written requests for an update were sent to ****. **** never responded to either request. I chose to call **** on Wednesday Feb 15, 2023.On the last day of the on-time delivery window, Wednesday, Feb 15, 2023, **** and ****** informed me that they would not commit to a delivery date and have not provided an update.On Feb 20th, I requested in writing that ***** possessions be shipped and delivered before Feb 28th. There has not been a response to this written request.**** has paid a total of $1,686.50 to date and been without her possessions since Dec 28th, 2022.

  Customer response

  03/13/2023

  Good morning, 

   

  What is the best way to get an update for complaint # ********?

   

  Thank you

  Don

  

  Business response

  03/14/2023

  In regards to the following compliant, after reviewing all calls and written statements, here is our conclusion. ********************* has used our services two times now. She first moved with us a year earlier and was very happy with our service, so she contracted us for this move to ********* since she used ** in the past was was happy. We did not reach out to her. **** contacted us to book the move. The complaint is coming from her son *** who is not the actual client for either move but did get involved after **** booked her move. The complaint from *** is stating there is no evidence of the reservation deposit or terms. Both of these documents were emailed to **** and she verbally authorized the charge of $625 to reserve her move and E-signed both the Credit card authorization form and order for service.. So these are false claims from on the complaint. We have attached the order and Credit card authorization form that was signed by ****. We have also emailed it to *** to show proof. The client **** booked a very small shipment with us. It was explained to **** that this size load *** take up to 30 days for delivery and is in our terms that were signed by her. However, we attempted to deliver her within a week of pick up. Unfortunately, the truck that was to accommodate her delivery had an overflow from another client which didn't allow us to fit her load. Since *** requested to be the contact after pick up, we informed *** that we had an overflow and were unable to fit her load and deliver right away. We really attempted to expedite the delivery but were unable to do so due to this overflow. *** sent in writing " After discussion with all parties involved we have decided to continue forward with Transport America delivering her belongings." We explained that it's a small load and they will have to wait until we have another truck is going in that direction. *** understood and authorized. We would never require the final payment until the services are rendered. Since we didn't delvier at that time we never requested or received payment for delivery.  On Feb. 15th we spoke to *** and explained that we're trying our best to get **** delivered as quick as possible but the next truck wasn't going in there direction until the week of 3/13. *** was irate but said ok as long as we call him that week. We stated we would update him on 3/13 for an ETA of delivery. We contacted *** on 3/13 and informed him he would be loaded up over the weekend and delivered early to middle of next week. Due to his delay, we waived all stair fees, storage fees, and gave another $200 off the balance due at delivery. In conclusion, there were unfortunate delays along the way but we always updated the situation to *** and gave discounts off the balance in good faith. It's clear that the client ****'s brother *** is frustrated but has made false accusations within his complaint. We have provided all signed documents to him to show otherwise and we hope by discounting the move, delivering when we last said we would, and providing proof of the signed documents the complaint can be resolved. We have agreed to only speak to *** even though he is not the client that booked the move. *******'s request, he will only receive only emails from us moving forward about his delivery time and also per his request, we will not contact ****, who is the actual client. 

  Customer response

  03/15/2023

   
  Complaint: 19521339
  
  I am rejecting this response because:Transport America (TA) owes **** a $30 per diem delivery delay penalty which is currently at 28 days and counting.  I don't have a problem with the new proposed schedule, however, they should be held accountable for the delay fee which would be approx. $1,050 (based on new proposed delivery date) versus the $200 'discount' they are proposing.  TA is asking us to wave their contract terms even though they intentionally held ****'s load past the end of contract and were fully aware of the per diem delay penalty.
  
  Sincerely,
  
  *************************

  

  Business response

  03/29/2023

  The Tell us why here...The  following complaint was resolved with the client on 3/17/23. After the client rejected our initial discount, we came to an agreement in writing by increased deductions on their balance due. Once the terms were agreed to by the client, we proceeded with the delivery as agreed. The client was delivered on 3/20/23. The job has been completed and the complaint was resolved with the client. 

  Customer response

  04/01/2023

   
  Complaint: 19521339
  
  I am rejecting this response because: Transport America reneged on the deal we agreed to, as such nullifying the agreement and reverting back to the original terms of the contract.  Transport America still contractually owes **** $490.  When payment is received and successfully deposited we will consider this issue resolved.
  
  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. ↩