Complaint Review: USA Relocation Inc - Kissimmee Florida

Piracy is alive and well in the U. S.  I recently found a mover online for my daughters move from Hilliard, OH to Orlando, Fl.  I did the usual Google search for movers and some how came up with USA Relocation as one of the choices.  A few others also contacted me by email and I completed a number of inventory forms and returned them to get quotes.  Most of the quotes were in the $1000.00 to $2000.00 range based on the inventory I completed.  I spoke with a slick salesperson named Chris Mashowski at 866 521 1812 at USA.Relocation out of Kissimmee, FL.  I did not send any inventory list.  Chris just estimated the price based on the fact that I told him my daughter had a one bedroom apartment and the other companies estimated about 1800 lbs.  His first quote was a little over $1300.  I did more checking on the company.  I called Chris to tell him I was going with another mover for less and that I was concerned that they only had two trucks and that someone had complained about them charging more at the end of a move.  He lowered the price to $1151.00 and said not to worry because he would put binding not to exceed in the contract.  He also explained that they only owned two trucks but lease about 40.  I checked their website and was satisfied with the explanation of the binding not to exceed clause.  I accepted their offer and paid $301.00

They were to pick up 7/30 or 31 and deliver sometime before 8/7.  He would notify me two weeks prior to the move as to their specific schedule of delivery.  He said since they are in Kissimmee, there was a good chance it would be a couple days.  My daughter needed to be in San Antonio at a National Guard program on 8/5 so I left Chris an email letting him know wed like to set a delivery date of 8/1 or 2 and back up the pick up date based on that.   My daughters apartment in Orlando was leased beginning 8/1.  I later sent Chris an email letting him know about our desires to move in as close to 8/1 as possible.  I later sent one letting him know the apartment said we could even get in 7/31.  The first I heard from Chris was a reply email stating Gothcha Bob. And thats it.   I assumed he was working on it for us.

About two weeks out, I started calling Chris and sending emails asking for an update.  No response.  About 10 days out, I searched for another number to call at USA.  I called customer service at 497 218 2298 and got Bobby, the dispatcher who said hed take care of it.   He arranged for a truck to come 7/29.  They were supposed to arrive first thing in the morning, around 7.  When it arrived, about noon, I had all the items in my garage.  I had told Bobby, it filled up almost half our double garage.  The truck had about 3 feet of space, so the drivers took pictures to send to Bobby.  They said they were told we had only 1000 lbs.  They blamed Chris for the miscommunication stating they have had a lot of problems with him.  They said another bigger truck would be dispatched the next day.    Then Bobby said it would be early on 7/31. I was up early waiting and they did not show.  They changed to Sat., 8/1 at 9.  My wife, daughter, and I drove to Fl Sat. morning so we could be sure to beat the truck there and because we had a lot to do before 8/5 when my daughter had to leave for San Antonio and we had a flight back to Ohio, which bobby knew.  On Mon., 8/3, my daughter had to get sworn in to the FL Air National Guard.   So, we left the supervision of the loading to my wifes sister.  She waited at our house from 9; until noon.  She returned later as the rental truck arrived about 4pm with a driver and a guy in flip flops (trained professionals).  Again, the space on the truck was too small due to another partial load, so, the plan was to take about one third to storage and bring us the rest.  They ended up making three trips to store the entire load and wait for a truck with more space. 

 Most times, when we called Bobby, we got a message stating his mailbox was full.  Occasionally, hed call back.  He got angry one time I blocked my number and he answered.  After calling Bobby and the driver who had talked with my sister-in-law, Bobby finally said our load would arrive 8/2.  That was changed to 8/3 and then to 8/5 or 6.   My daughter and wife left on 8/5 and I paid extra to change my flight to 8/10 so I could unpack and put tome things together.  The 8/5 or 6 was changed to 8/7 at 9 am.   I received a call from a lady at 11:30 pm on 8/6 saying they would be there 8/8.  The next day, Jasmine from the main office called to charge me one half which she said was $954.00.   She said we had gone over by 1600 lbs. at 65/lb.  I asked about the binding not to exceed clause and she said that the quote is an estimate and the cost is based on actual weight.  I asked what time they would arrive and she said between 9 and noon. 

I called and called Chris to ask about the binding deal and finally got his boss who said they no longer represented USA because they were so hard to deal with.  Chris had made it sound like he worked for USA and their website states that they are not a broker.  Chriss boss said that 2000 lbs was their minimum and that the price is actually based on weight.  He also warned me to try to get an accurate weight since they do a lot of partial loads and load and unload a lot.  He suggested following them to a weigh station.  I didnt have a car there, so that was impractical.  I had no idea if the weight they stated was right.

At 1 pm on the 8th I called Jasmine at 321 443 5840 to let her know I was still waiting.  She said shed call the driver and have him call me.  She knew he was in FL.  I called at 3 and said no one had called.  She said shed call the driver and have him call me.  They called shortly before arriving around 6 pm.  They asked for payment prior to unloading.   I said Id like to see the goods first, but they said they dont unload until they are paid.  I told them I was paying under protest and duress and that the only reason I was approving my credit card payment was so I could get my stuff.  They had no inventory.  They asked me to look in the truck to see which were my things as opposed to another load.  More professionalism. 

This is from a company who states on their website that they take pride in giving you exceptional service.

This is an exact copy of what their website states about binding, not to exceed:

Welcome to USA Relocation.

We want to welcome you to our site and to our family. We are one of the top moving companies in the United States ready to give you the best service. We take pride in giving you  exceptional service in making your move easy.

We offer a "BINDING-NOT-TO-EXCEED" the estimate contract that covers all expenses up front. There are  no hidden charges. All of the fuel surcharges, taxes and tolls are included. This is the best way for the customer to know exactly what your total moving costs are and offers you the comfort of knowing everything up front.

You will have a moving professional who walks you through the complete process from start to finish. We are your single point of contact and you will not be shuffled around from person to person like at most companies. By having a single representative assisting you, it stops the miscommunications that can arise in an already stressful time. We will know all the details of your unique move and you can be reassured that we will handle all  aspects  of your move with great care.

We are not a broker, but an actual carrier with a DOT number and a fleet of trucks. Most moving companies are brokers, bidding out your moving to the lowest paid carriers that may not have your best interest at heart.  We will be here with you from beginning to end.

Interstate Moves.

An interstate move consists of moving as close as to an adjacent state  or moving completely across the country. It is important for you to understand what it entails.

Our "BINDING-NOT-TO-EXCEED" estimate  is designed to protect you from any hidden charges. Our proprietary moving software is designed to calculate your item's weight. This is done instead of the old system of using cubic feet to make sure the weight is accurate and also over estimated at the same time. We do this to make sure that your estimate will not go over the actual weight which saves you money. This may work in your favor after the move is complete in that if the actual weight is under the estimate you will  receive money back for the over calculation.

When you go through the inventory checklist with a moving specialist, you decide on all the furniture to be moved, packing materials and boxes that are needed for moving to your new home. Moreover, we are also packing specialists. If requested we will come in and disassemble all the furniture and pad wrap/bubble wrap to ensure a safe transit. This is all part of our service and  it is what you should expect from any full service mover.

When I asked Chris after the move about binding, not to exceed, he said it is explained in the contract I received.   Here is a copy of what that says:

PROVIDED THE CUSTOMER ACCURATELY REPRESENTS THE ITEMS TO BE MOVED AND THE SERVICES TO BE PERFORMED BY USA RELOCATION & TRANSFER INC THE TOTAL COST SHALL NOT SURPASS THE CUSTOMERS ELECTED NOT TO EXCEED COST. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT, OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER CAN BE CHARGED FOR THESE SERVICES AT USA RELOCATION & TRANSFER INC. FULL TARIFF RATES. CUSTOMERS ITEMS, WEIGHT, OR SERVICES ARE LESS THAN THE ESTIMATED AMOUNT, THEN CUSTOMER SHALL PAY FOR THE ACTUAL COSTS ASSOCIATED WITH THESE ITEMS RATHER THAN THE ESTIMATE. CUSTOMER UNDERSTANDS THAT USA RELOCATION & TRANSFER INC. HAS A 2000 LB MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2000 LBS. WILL BE CHARGED AT THE 2000 LBS. RATE. THE PRICE INCLUDES ALL FUEL SURCHARGES, TOLLS, LOADING AND UNLOAD, AND BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE ITEMS. ELABORATE FURNITURE ITEMS THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO THE ESTIMATOR SO THAT IT MAY BE INCLUDED IN THE INITIAL ESTIMATE. DISCONNECTION AND/OR RECONNECTION OF APPLIANCES IS NOT INCLUDED IN THE PRICE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE PRICE IF IT IS ITEMIZED IN THE PACKING MATERIAL SECTION OF YOUR ESTIMATE. IN ADDITION, THE CUSTOMER HAS REQUESTED TO HAVE A FREE ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, AND UNDERSTANDS THAT HE/SHE WAIVES HIS/HER RIGHT TO A VISUAL IN-HOME ESTIMATE IF THE PICK-UP LOCATION IS STATIONED MORE THAN FIFTY MILES FROM THE ESTIMATORS LOCATION.

The company is known as:  

USA Relocation and Transfer, Inc.

431 Acacia Tree Way

Kissimmee, FL  34758

They are also known simply as USA relocation, Inc.

There are rip-off reports online associating them with Evergreen Transportation and also a mover by the name of Nationwide.

Bobby, the dispatcher is apparently the owner.