Complaint Review: Self Moves USA

Mr. Miller's tone in his rebuttal should speak volumes, and if you search on his name and his company's name, you'll read other posts where he berates customers and makes snide remarks to them.He is obviously unprofessional in both the way he runs his business and the way he treats his customers, but I can additionally point out some factual inconsistencies in his response.

A) Fact: SelfMovesUSA has had 22 BBB complaints in the last 36 months. This can be read plain as day if one wishes to search for SelfMovesUSA on the BBB website. Searches on other consumer complaint websites call the company a sham and tell stories worse than mine.

B) Fact: BBB has not "sided" with SelfMovesUSA on my complaint. They have not responded to a ridiculous letter Mr. Miller wrote them. (Writing a response letter filled with lies doesn't mean you're off the hook with the BBB.)

C) Fact: I would have greatly appreciated a morning pickup and did ask for one, but was told by SelfMoves they could only arrive between 4pm and 5pm. The truck did not arrive until after 9pm. I needed to load everything in an hour.

D) Fact: I did call SelfMovesUSA after the trailer was loaded. Mr. Miller's "state of the art" equipment did not receive my message. His state of the art equipment also couldn't locate the shipment for 3 days. The state of the art equipment delivered my belongings after 9 days (so, 2 days after the latest estimated day provided by his sales contract to me.). I could have driven my belongings to my destination twice instead of paying SelfMoves to do it once.

E) Fact: Upon discovering (on day 3) that my belongings had not been shipped to the planned destination and that _no one_ knew where they were, no one at SelfMoves returned my phone calls or was able to locate my belongings. I was told they just didn't know and we would have to wait to see if they "turned up." I had to make many many calls to UPS dispatchers until they helped me locate the shipment myself (It had gone to Washington state instead of Texas -- again, the state of the art equipment -- and there was "no way" Mr. Miller's company could prevent it from sitting in Washington for more days, or prevent it from its next move through Montana and east). Mr. Miller later confirmed he had known of the problem but found it unnecessary to alert me to it. He was not willing to take on any costs to deliver on my sales contract.

F) Fact: Mr. Miller was to update me on the status of my shipment once *they actually were able to locate it*.

G) Fact: Mr. Miller blamed me, the customer, for this routing error and the lack of communication from his company, and obviously still continues to blame me for his errors. I might as well run his company for him; I clearly return calls and can locate shipments.

H) Fact: When I did not hear from Mr. Miller for 48 hours after realizing my shipment was lost, I did call him. At 10am EST I was told he was at lunch and would be back in 90 minutes. At noon EST he was still at lunch. When I phoned at 2pm he was "still at lunch". Mr. Miller never returned my calls that day and was clearly (by his own admission) just avoiding a customer. Indeed, I called him several more times, as all of my personal belongings were lost at that point and I had been sleeping on the floor for days.

I) Fact: The person who was in charge when Mr. Miller wasn't there was unable to help me on any of these occasions because she told me that he had all of the information about this "situation."

J) Fact: Mr. Miller implies that his "corporation" is not a husband and wife setup, while many other consumers have made this information public in their complaints about SelfMoves. He obviously thinks so little of customers' intelligence that he believes we don't know how simple it is to register yourself (and your wife) as a corporation. It takes a few hours and doesn't mean you're competent in business.

Mr. Miller's unique approach to customer service comes across very clearly in his response to my initial post. The attitude he conveys in his rebuttal is what I experienced while awaiting the arrival of my belongings, and is precisely the attitude that is imbedded in his approach to conducting business.

I'll obviously never consider using this company again and it's my opinion that anyone who does give them business is risking wasting their money and losing their possessions. (I need not say that absolutely no refund or partial refund was ever offered or ever would be by Mr. Miller.) I can virutally guarantee that you'll be treated as badly or worse than I was.

Well - if you would get your facts straight...maybe you'd know what you are talking about. First of all - SelfMoves USA is a 'corporation' and not run by a husband/wife team (first mistake)

Yes - the items were sent in wrong direction and was rectified as soon as we were notified. The problem started with the customer not doing exactly as outlined in the contract. Problems started immediately when she kept changing the loading time for the trailer. First morning, then evening, then afternoon, then evening -(geez, no wonder our dispatcher was going crazy with her). Customer was suppose to call in with trailer number and amount of space used so that proper paperwork could be faxed to terminal - WHICH SHE NEVER DID.

SelfMoves (not the customer) finally located the trailer headed North (instead of Texas). Trailer was accidently sent in that direction by terminal - but would not have been HAD CUSTOMER FOLLOWED DETAILED INSTRUCTIONS. SelfMoves arrived in Seattle and was immediately re-loaded and sent toward Texas. All during this period, customer kept driving everybody crazy with the bombardment of phone calls - confusing everybody.

Trailer arrived one business date late (from what was listed in customers contract). Customer is correct in the fact that I did not return EVERY phone call - as she got to the point of being obnoxious and uncooperative. Not sure how many times and in what language she needed to understand the trailer would be delivered as soon as it arrived at the delivering terminal.

As a business owner and consumer - there are ways to handle things and this customer was unreasonable, rude, overbearing and expectations were unreal - considering she caused the problems by NOT FOLLOWING SPECIFIC INSTRUCTIONS as outlined in her contract.

Customer got so cocky that she told me she was a "big wig" in the advertising business and she knows how to ruin companies - and she would do that to me. At that point, I just advised her to do what she needed to and the truth would be brought out.

By the way, custome send letter to BBB - and they have backed SelfMoves' position after reading the paperwork. Customer cannot even read BBB reports as it states TWO (2) complaints in 2009 - not 22 as she claims.

Anybody have any questions or wants further information, please let me know.

Kevin R Miller

President / CEO

SelfMoves USA

kevin@selfmovesusa.com