13 Oct 2019 · MoveAdvisor
1.0 out of 51.0
On 9/15, I receive a call from US households about my move. I had submitted multiple quotes online and needed a quick turnaround for a 9/22 pickup from Pittsburgh and a 9/23 drop off in Wilmington NC (10 hour drive).
US household (Jordan Duran) said on the phone that they can accommodate those dates and quoted me $2,384 for 338 Cuft after I itemized all my furniture and boxes. I received quotes from Budget VanLines and Mayflower that were higher than UShousehold. On 9/16 I signed the document without reading the print past the dates and amount. Jordan says he personally will be assisting me with the move and to save his number so I can call him at any time. I paid $1,217 as a deposit.
• On Friday 9/20, I received a pick up confirmation email that the movers will be coming between 1-5pm on 9/22
• 9/22 no one showed up. I called twice only to be told that movers thought it was scheduled for 9/23. My new time in now 9/23 between 1-5pm.
• On Tuesday 9/23 in the afternoon, I receive a call from dispatch that tells me that the truck is 2 hours away and will be arriving between 7-9pm. No truck that night.
• I receive a call from dispatch on 9/24, telling me that the truck will be there between 7-9pm. I receive a call from the driver at 5 pm who tells me they are 2 hours out and will be there at 7pm. No one shows up. I receive a call at 11:30pm telling me that they are not far and could stop by now or first thing in the morning. I told him that I hope he was kidding showing up at midnight (even that was most likely a lie to protect themselves as I see that there is a 48H window after reading BBB complaints that would void the deposit)
• On 9/25, the truck showed up at 9:30am. It was 2 Eastern European guys (most likely Ukrainians) that showed up in an Enterprise rental truck. My wife asked them when they will be delivering the furniture and they said that they will be heading down there over the weekend.
• I am in Wilmington while my wife is in Pittsburgh. They load the truck and give her paper work that said that we actually have an additional 162 CuFt which represents a 50% increase over the estimate that I was originally given. We did not add 1 piece of furniture from that list. It now brings the total to $3,019 which is now higher than Mayflower and Budget Vanlines estimates. They asked my wife to pay $1,020 in binding fee which brings my total out of pocket so far to $2,237 which was basically almost all of the total of the original estimate.
USHousehold:
• Jordan Duran disappeared from the picture, never returned my calls or messages, disconnected the phone number after I signed the contract. He is still employed there as when I call the extension, it goes to voicemail.
• Customer service has been anywhere from rude (lecturing me to putting me on hold when I demand answers on when my furniture will be delivered.
• It is clear to me now that USHouselhold should not be in business. They use Bait and switch pricing to get you to sign and then bill you more when the movers come
• I have asked for a justification of the additional 162 CuFt and never received an answer
• This whole story that is still unfolding has cost me over $1,000 in additional costs, like staying at a hotel while waiting for the truck or buying some furniture that I didn’t need in my apartment as I could no longer justify paying for a hotel room
• USHousehold states that they have 30 business days to deliver the goods, yes 30 business days (almost a month and a half) for a 10 hour drive.
I was told on 10/8 that I was confirmed for 10/12 drop off. Had to cancel my trip home to wait for the truck. I called again USHouselhold on Friday 10/11 to double check before and was told the moving company confirmed for Saturday. The truck did not show up. As I am writing this review on 10/13, I have no idea where my belongings are, when they will get here or who to talk to. I have just filed a complaint with the BBB.
Read more