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Complaint Details
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Initial Complaint
10/11/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On August 31, 2023, I booked Movers USA as my cross-country moving company based on their website and verbal confirmation from Laura D**** that they were a cross-country moving company for an estimated price of approximately $3500 for a move from Maryland to Texas. I paid a deposit of $100 and my move was confirmed. On September 20, 2023, movers arrived to my home in Silver Spring, Maryland and packed my things, and I paid half of the estimated fees (around $1,700) with the agreed upon delivery date of up to 14 business days from pick up. I have contacted Movers USA multiple times to confirm a delivery date and they have failed to provide me a day of delivery. On today, the 15th business day, I contacted Movers USA and first was blown off by the phone person. I sent a very stern email to Laura D**** and received a returned call from the same man who confirmed that my things are still in Maryland and they do not know when my things will be delivered. He said Laura is out sick and he hopes to let me know something later this week, probably.
Business response
10/24/2023
In regards to Mr. *****' complaint from October 11th, 2023,
When he made his booking on August 31st, 2023, we informed him verbally that it would take longer than what was written on the agreement.
Instead of the promised 10 business days, it would take 14 business days. He agreed to this change.
We then sent him an email to confirm the new timeframe, and he confirmed in writing that he understood and accepted the delay (Attached emails corresponding).
Despite this, Mr. ***** contacted us multiple times to inquire about the status of his delivery.
We assured him that we would deliver within the promised timeframe.
However, he insisted on speaking only with our sales manager, Miss Laura D****.
Unfortunately, she was out of the office from September 29th to October 16th due to a surgery she had.
Despite my offers to assist him, Mr. ***** refused to accept help from me and accused me of lying to him.
On October 11th, 2023, Mr. ***** threatened to sue us and write bad reviews on the web.
In response, we checked with the driver and informed him that the delivery would take place between October 13th and 14th. We managed to deliver on October 13th, three days after the original promised date.
The delay was due to a minor accident that our driver had while delivering to another customer, which is attached as a picture.
Unfortunately, delays like this can occur during long distance moves, and we regret any inconvenience caused to Mr. *****.
At our company, we pride ourselves on providing excellent customer service.
We have been in business for over 26 years and have received more than 2300 reviews with a 4.9 out of 5 rating.
In this particular case, we apologize for the delay and any inconvenience caused to Mr. *****. It was not due to any negligence or wrongdoing on our part. Rather, it was an unfortunate circumstance that was out of our control.
We hope that Mr. ***** can understand this and we remain committed to providing the best customer service possible.
Best Regards,
Sharon N******
Initial Complaint
06/27/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Pickup, load& remove trash 6/13/22. Agreed to flexible delivery which the mover said would be six days from pickup. As of today I have not heard of an estimated time of arrival of my furniture. It's been 2 weeks. I am a 79 yr old senior; this has caused much stress. No explanation provided, just told to "sign here".Business response
07/06/2022
Business Response /* (1000, 5, 2022/06/29) */ Hi Dear Mis. *****, We are truly apologies for your inconvenience. We offered you a flexible delivery that can take up to 14 business days and your delivery is set in 3 days. I take full responsibility for the misunderstanding and I promises to compensate you for your inconvenience. We are doing our best to deliver as promised, but I understand that this case is more miscommunication and I'm sorry for that. I wish you all the best and I hope for your understanding.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.