US Household Moving & Storage

Reviews

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1. J

   Jeffrey H.

   Source: MoveAdvisor · Palisades Park, NJ

   6 Oct 20191-bedroomPaid $6,740

   Don't ever use US Household Moving & Storage (or any broker).

   I learned the hard way - don't ever use US Household Moving & Storage (or any broker, for that matter). Summary: US Household Moving & Storage used pressuring and bait-and-switch sales tactics to get me to sign a binding estimate. When the actual mover came and gave a price that was more than 2.5 times higher than what was originally quoted, US Household Moving & Storage's only reply was "You signed the binding estimate." Details: 1. Pressure tactic to sign the binding estimate 2. Movers never showed up on the scheduled move date of 8/29 - I had to call US Household Moving & Storage 5 times on the day of the move before someone followed up with a new move date 3. Bait and switch - deliberately used a low estimate to get me to sign a binding estimate, but the actual costs came out to be more than 2.5 times the original estimate 1. On August 4, I was contacted by US Household Moving & Storage and spoke to an Adam Ross. He asked for information regarding my move, and I told him in as much detail as I could of all of the things I would need to move, including furniture and clothes. I also told him that I would be moving from a typical one bedroom apartment. As someone who was booking a mover for the first time I had no idea this wasn't enough information to provide a reasonable estimate, but not once did Adam ask for photos or videos or recommend an on-site visit. Instead, he gave me an offer (which would later prove to be much too low - see #3) and pressured me to sign the binding estimate right away - otherwise, I would run the risk of not being able to move my things on the date I needed. Again, for someone who was trying to choose a moving company for the first time and didn't understand that this was a pressuring tactic, I decided to sign the binding estimate and paid the company's demand for 50% upfront payment. 2. I was assured by US Household Moving & Storage during the QA call on 8/26 that the movers would contact me at least one day before the move, but no contact ever came (neither from US Household Moving & Storage nor the movers). I called US Household Moving & Storage on 8/28 to complain that no one had contacted me, and an agent told me that I should wait until the actual moving date. On the actual moving date (8/29) no one showed up, and I called US Household Moving & Storage's customer service number 5 times before I was finally able to get an agent to follow up with another moving company. No one from US Household Moving & Storage called me until I called first and I had to be the one to push for some kind of resolution - I.e., finding another moving company. I still don't know what happened to the original movers - no one at US Household Moving & Storage has ever explained to me what happened. 3. On 8/30, when the other moving company (Moving Express & Storage) showed up, the mover told me that the original 350 cubic-sq-ft estimate was far too low, and that he estimated that I would end up having to pay more than twice the original amount. Of course I was shocked and outraged, and when I called US Household Moving & Storage's customer service, the agent asked to speak to the mover. After doing so, the agent told me that I would have to do as the mover said if I wanted to have my things moved, since I had signed the binding estimate. Apparently binding estimates put all the responsibility on the customer and none on the mover/broker. I couldn't refuse because of my schedule (I had a flight the next day on 8/31 and my lease would end on that day as well), so I reluctantly agreed despite my anger and frustration. When the move was completed, the mover told me that my belongings came out to be 1098 cubic-ft instead of 350 cubic-ft, which along with the additional packing material would end up costing me more than 2.5 times the original amount ($6740 vs $2595). Again, I had no recourse but to pay the amount demanded.

2. L

   Lauren F.

   Source: MoveAdvisor · Baltimore, MD to New York, NY

   3 Oct 2019StudioPaid $2,300

   Do Not Use This Company!! Broker Scam!!

   DO NOT USE THIS COMPANY!! THEY ARE A BROKER THAT LIES AND STEALS YOUR MONEY This was the WORST customer service I have ever experienced in my entire life. I moved across state (from Baltimore to NYC), and everything the representative from US Household Moving and Storage said to me was a lie. My estimate, which was said to be a not to exceed estimate, was $1,000 less than what the movers actually charged me. US Household Moving and Storage is a BROKER - they are NOT the actual moving company and as soon as they have your money they are completely out of contact with you and DO NOT CARE what happens. I was told my move was going to be on a Saturday and that it was going to be a same day delivery. A representative from US Household Moving and Storage called me on Friday and confirmed my move day was set for Saturday. I then arrange for the move to occur Saturday. The movers do not show up, and when I call the customer service number for US Household, the representative Gina was not only extremely unhelpful but she was INCREDIBLY rude to me. When I asked her where the truck was, she told me she would call the movers to find out and call me back. She did not call me back, so I called again about 20 minutes later wondering where the movers are. When she answers, she tells me the system shows that my move was confirmed for Sunday, despite being called the day prior for a Saturday confirmation. She offered me NO help or solution, told me the office was closed until 12pm and to give her until 12:30pm to call me back with an update. At this point, I had already called her multiple times and had gotten the sense there was no chance a truck was coming Saturday so I began to arrange to find someone to be there on my behalf on Sunday. It was 4pm and Gina STILL had not called me back, after she told me she would be called me back at 12:30pm. The only thing she said to me was it was confirmed for Sunday and I was going to have to figure out how to make Sunday work. She was not apologetic in ANY sense and she was extremely rude every time I spoke to her. There was absolutely no empathy and she made me feel as though I was making her job more difficult and that I was a bother. Due to the miscommunication of the pickup day, I then go to confirm that my stuff will be delivered on the same day (as I was told by the original contact I spoke to). Her response was "oh no, it's not same day." When I asked her how long it would take, she continually said "I don't know, you will have to talk to your movers tomorrow". When the movers arrive on Sunday, they hardly speak English and proceed to tell me I am being charged an EXTRA $1,000 even though the quote I initially received was a "not to exceed quote". They have no idea when my belongings will be delivered to New York and tell me it could be anywhere from 2-8 days, but I would get a call 24 hours before. When the movers finally arrive in New York 5 days later, the broker failed to tell them my building was a walk up and they did not have enough staff on hand. They hired someone from off the street and at the end of the move asked me to pay for his labor. On top of charging me an additional $700 - the moving company was able to knock off $300, but I had to wait an extra few days and still ended up paying $700 EXTRA than what I was originally quoted. Due to the lack of staff, the movers unloaded all of my belongings on the street and then began carrying things up to the apartment. My street was also closed off due to an event, which is another reason why I initially needed same day delivery. Most of my boxes were destroyed by the time everything was in the apartment. Although the movers themselves were quite nice, the entire situation was one of the most stressful and horrible experiences. I would not wish this on my worst enemy.

3. R

   Rhonda B.

   Source: MoveAdvisor · Olathe, KS

   3 Oct 20192-bedroomPaid $7,457

   Recent move.

   Run, Don't Walk away from this company!! Everything they told me was a lie! I was completely taken advantage of. I cancelled another mover because they came in with a much lower quote. It turns out they threatened me with keeping my money and not moving me at the last minute, but the price almost TRIPLED by the time their dishonest agents finished with me. They would not deliver without me handing them cash before they would unload my belongings. They were never on schedule which made me have to move all of my timelines with job, etc. They kept me at my place loading until 2 am. I drove like crazy to get to Texas to meet them at the agreed upon time and then they would not come that day. I am still trying to get US Household to return a call for all of the issues. They will not respond. The agent owes me a refund of $1257. Everyone was all over me when they wanted the business, but no one will speak now that I have been taken to the cleaners. The biggest fraud I have ever had the displeasure of dealing with. I would give zero stars if they would let me. My attorney is ready and waiting to jump in to this one. BEWARE!!

4. W

   Waiella S.

   Source: MoveAdvisor · Las Vegas, NV

   1 Oct 20192-bedroomPaid $2,140

   Total Fraud!!

   Fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud fraud us household moving & storage 3411 nw 9th ave, ste 703 fort lauderdale fl 33309 phone: 888-519-5448 dot #: 3183415 mc #: 128440 took complete advantage of my 85 year old grandmother. took her deposit money. gave her a bogus moving estimate and when the moving company arrived they raised the price from $2,140.00 to over $8000.00 we have filed a formal complaint with the dot & are contacting an attorney.

5. B

   Bert G.

   Source: MoveAdvisor · New York, NY to New Orleans, LA

   27 Sep 20191-bedroomPaid $10,045

   Actual Move Cost was 300% of the Estimate Cost.

   Although I was given an estimate of moving from New York to New Orleans of $3,321.10, that move cost $7,265.13. This would be shocking alone, if not given the rest of the story. In running through my items, I clearly explained that there would need to be a drop off and pick up on the way in Kentucky. US Household Moving & Storage is disputing that this was included in the estimate. So New York to New Orleans move did not even include a dining room table, buffet with mirror, 2 dining room chairs, bookcase, 2 floor laps, 2 medium pots and yet, the cost of this move was more than double the estimate. I have correspondence that evidences the fact that I discussed the Kentucky move on several occasions, including the estimate and as I had to arrange for that separately, the total cost of the estimated move came to $10,045.13, or $6,724.03 over the estimate (nearly three times the original estimate). The only item really added to the move was a 32” TV which I would argue could have been boxed in any of the boxes being sent (or alternatively could have been sent in a first class airplane seat to Europe with a final destination to New Orleans for less). The entire estimate was a huge bait and switch and honestly, you will have no opportunity to dispute the charge until the day of the move and as such, what choice do you have but to proceed? Moving with US Household Moving & Storage was a horrible experience. I’m currently filing suit through an attorney in the state of Louisiana and will update my comments following the outcome of the lawsuit.

6. J

   Jordan W.

   Source: MoveAdvisor · Campbell, CA

   20 Sep 20191-bedroomPaid $855

   Don't do business with US Household Moving & Storage.

   US Household Moving & Storage states in their contract that “There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates.” HEED THIS WARNING. Despite any guarantees or promises made by their sales people or representatives, this is not a company you want to deal with during such a time-sensitive and demanding time as a big move. It is also important to know that “US Household Moving” is not a moving company. They are a broker company who will contract a moving company for you, and then will take no responsibility for any mistakes or breeches of the original agreement. And when they ultimately fail to deliver on the contract days later, they will refuse to refund your deposit, and point out that “there are absolutely no guarantees made.” You would be much better off renting a truck from Penske and packing, driving, and unpacking it yourself. You will likely have to do this anyways (as I did) but at least you won’t be out a very costly and worthless deposit. Despite a very specific pick-up date and time, which was then back-pedaled into a two-day pick-up window, my family was on the fourth day by the time I cancelled, and there was no end in sight. US Household took an original inventory of 30 boxes, failed to update their records when we updated to 40 (and paid an extra $50 for it) but it doesn't matter anyways because a truck showed up with only 10 boxes on the order form on day 3, which I had to send away. They say in the contract they will advocate for you, the customer, in case of a miscommunication like this mixed up inventory count, but then they also say that the customer must work directly with the moving company, which is impossible because the company refused and would only work with the broker (US Household). Then US Household refused even that responsibility in the contract when representative Deborah Fox told me "I don't have time to chase them down all day" on day four. Every piece of the contract is designed to allow US Household to escape any responsibility, and the only thing that's rock solid is that they get to keep your deposit when they fail to deliver on any services they claimed to provide. This company failed to uphold their part of the bargain plain and simple. Ultimately, I’m out my $855 deposit, which US Household refused to refund despite a total failure to deliver on services. I honestly believe that their business model is to collect non-refundable deposits and then fail to deliver services in order to keep the deposits without having to complete any work. This company is just a legally protected scam. DO NOT do business with US Household Moving & Storage.

7. E

   Erin R.

   Source: MoveAdvisor · Boston, MA

   17 Sep 20192-bedroomPaid $7,000

   Don't use them. liars and cheats.

   This is hands down, without exception, the. worst. company. I have ever had the excruciatingly painful displeasure of working with. And I'm not even done yet. I'm just so frustrated with them I had to start here. The short version, for those in a rush: They lied at every step of the process, took no responsibility for actually getting anything done, deliberately misrepresented their costs and obligations, and can't answer basic questions over the phone. And so far they're days late with delivery. The more detailed version: At the beginning of August, we were looking for movers from Boston to Irvine, CA so we got a few different quotes. Theirs was the best, and included the pickup and delivery days we needed. The guy on the phone made a big deal about how "the spot on the truck with those dates will only be available for another couple of hours," so after checking around, we signed. Pick up the stuff in Boston on the 2nd, drop it off in California on the 12th. They gave us an estimate for how much it would cost based on the square footage of our apartment and how much furniture we planned to take. Then, on August 30th, we spoke to confirm the estimated number of boxes. USHH: "Just confirming our pickup for noon tomorrow." Me: WHAT? No. You're coming Monday. USHH: "No, due to the hurricane in FL, we're planning to come pick up your things tomorrow." After 90 minutes on the phone I got it through their thick heads that my things weren't packed, I had no permits for the day they wanted to come and therefore nowhere to put a moving truck, and there's no reason a storm in Florida should affect a truck in Massachusetts. They agreed to come Sunday. Fine. Then, the estimated cost was MORE THAN TWICE what the original broker had said. They didn't tell us this until after they had all our stuff packed in a truck, of course. Apparently USHH doesn't use the same metric as the actual moving companies they outsource to. Because that would make no sense. The head mover (who contracted with USHH, he didn't work for them) told us that the prior day he'd loaded someone whose costs turned out to be FOUR times their estimate. "Happens all the time." When we got to California, we expected to meet our truck. We called: "Actually we're coming next week." No explanation, no apology, no mitigation. We're just without our clothes, dishes, furniture, and important documents until they decide to show up. Then when we try to call and confirm THAT date, the earthworm-brained people on the phone can't answer simple questions like "where is the truck" and "how do I contact the driver to confirm delivery." To put icing on the cake, we told them the name of the guy who'd offered our contract with the correct date and were informed "uh..he..doesn't work here anymore." I am so furious with this company I don't know what to do with myself. I'm halfway to reporting them to the BBB. I hope every experience their managers have is as painful and frustrating as this one but I expect it's more like a Scrooge McDuck situation where they screw people who are already in a stressful situation and cackle with glee. Don't EVER go near them.

8. C

   Courtney P.

   Source: MoveAdvisor · McKinney, TX

   11 Sep 20194-bedroomPaid $14,210

   Horrible Service!

   Hands down a HORRIBLE broker. Made tons of promises, guaranteed low rate, said they could take all items we listed and then proceeded to book us the most sub-par piece of crap moving company they could get. We had items flat out STOLEN in our move, about 40% of our items are damaged, not delivered or broken. All that is after they showed up 8 hours late for pick up and then delivered 10 days after they were supposed to, not to mention being told upon their arrival that they couldn't/wouldn't take items that were never mentioned in all the pre calls. They were all great service through getting booked and paid, and then POOF! US Household basically told us that once the movers came they were no longer involved so good luck. Will NEVER use them again. No matter how great they sound on the phone if you need to move, book direct with Mayflower or United. You will save a ton of headache and money just getting it done right.

9. J

   Jenna P.

   Source: MoveAdvisor · Columbia, SC to Washington, DC

   6 Sep 20191-bedroomPaid $2,500

   Unethical company with horrible sales tactics, hidden costs.

   I wish I could give 0 stars! This has been the worst moving experience of my life!! This company profits off of scamming consumers with unethical sales tactics and hidden costs! DO NOT ALLOW THEM TO PRESSURE YOU INTO SIGNING THE CONTRACT!! My original move date was scheduled for 8/20 and did not take place until 9/3. I requested delivery for 9/6 and I'm now being told that it will be 7-21 days until my things are delivered!! I was also charged extra for space even though I moved less than I originally planned and notified them, but they didn't update my inventory. I was charged 2 separate "fuel surcharges" and had to buy my own boxes and pack my own things on the day of the move because I was lied to when I was told the movers would pack my things for me. I'm now about $500 in the hole based on the estimate given by my sales representative named Bob. I was also lied to by representatives stating that my move was confirmed. One representative even stated at 4:40pm, that my move was still confirmed for between 5 and 7pm. Minutes later, I spoke to the driver who told me he was still 2 states away..if that's not a bold faced lie, I'm not sure what is. No one ever even apologized for rescheduling the pick-up date 3 TIMES! Bob told me they would do a much better job than the military movers I could have used for free and clearly that was a lie. I wish more than anything that I had used my military movers or even just sold all of my furniture and bought new furniture later! What a huge waste of time and money. PLEASE SAVE YOUR TIME, MONEY, AND SANITY AND NEVER USE US HOUSEHOLD MOVING AND STORAGE!!

10. G

    Ginny M.

    Source: MoveAdvisor · Westminster, CO to Sherman, TX

    4 Sep 20192-bedroomPaid $5,000

    Do Not Use Scams One Excuse After Another Lairs.

    I WOULD LOVE TO KNOW WHO THE OWNERS ARE! i just want my truck load of items, US moving and storage was p/u my items was 8/15/19 this company funneled out my move to another company Trullia relocation, they have blocked my calls. I have paid these people about 3k so far. they called today and told me there's another delay the truck broke down, I want my items as promised last week.I was told I could pay the remaining anyway I wanted to, but now Trullia wants more cash or postal money orders not bank money orders. told them I have the remaining that is due in cash at the bank.. the russians have my items, I have PTSD AND HUSBAND IS 82 WAS PLACED IN ER AS OF 8/27. I can not handle this anymore delay after delay, not what jon williams described to me as a company. of course at this point Trullia in NY has blocked my number and US household won't return my calls. I was told my items would be picked up by people in uniform and it would be a company truck. IT was russians in a rental truck none of this happened.its been days and just one excuse after another I WANT A REFUND HORRIBLE. I BURN CANDLES FOR THEM THEM BURY THEM.