USA Family Moving Reviews (%countItem)
USA Family Moving Rating
Address: 5532 Lakeland Ave N, Minneapolis, Minnesota, United States, 55429-3121
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I had u USA Family Moving move us about a month ago. We are extremely happy with the service process,
From the office staff to the moving crew. We will definitely recommend to others. Thanks USA Family.
Great customer services and outstanding work
They arrived at the location within a prompt time frame, nothing was damaged during the move, and the cost was as quoted. Thank You for this move.
I am writing to file a complaint on USA Family Moving regarding services Feb 23, 2019.
After hiring this company to help with my move there was significant damage to my home and furniture. I can provide photos upon request. Damages to my home include my kitchen floor, walls, door, door frame, and door sill. Damages to furniture include fractured would on piano, armoire, a bed frame, and trundle bed.
The man overseeing the movers on Feb 23 was a man named Mike. Mike unexpectedly double the cost of moving services in the middle of the move and told the movers not to unload a single piece of my belongings until I signed the new contract with my credit card information. I complained to him about the quality of work up to that point and complained about the unexpected increase in cost. To this, he implied it was, in fact, my fault that I had not complained to him earlier in the day.
I emailed Ericka from USA Family moving to explain my experience and damages to my home and property. She said she would give me a $500 discount and pay someone to repair damages. Jerry Otto, a furniture repairman, was hired to fix all damages. Almost all of the damages to my home were beyond his scope and explained he could not fix the bed, door, frame, sill but would recommend those items be replaced. I signed this contract. Ericka from USA Family moving said that she refused to pay to have those items replaced and would allow me $714.49 cash settlement. I emailed explaining the cost of replacing the door alone would exceed that amount not to mention the bed and damages to the kitchen floor. She refused and said her cash settlement offer was a ‘fair and equitable one.’
To Whom It May Concern:
We are in receipt of Ms. complaint and understand that she is seeking to be paid for the costs of replacements and repairs.
I have attached the string of email between Ms. and I and what you will find is that her concerns have been addressed. It is obvious that they have been addressed but not in the amount that Ms. desires.
I have attached Ms. Bill of Lading which states the cost of her move including the valuation coverage she selected the day of her move which clearly states .60 cents per pound per article- cost of move $1364.49. We have agreed to compensate her well above the selected valuation elected for damaged items and for property damages.
You will also see that to date we have already issued her $608.75 in refunds plus paid for repairs in the amount of $765.00. In addition, she has a pending refund due if $714.49 for the items that the repair specialist could not repair. The amount of $714.49 was a cash settlement offer made based on the information provided by the repair specialist that was on site. The link for her daughter's bed was provided to us and then forwarded to Ms. with the full replacement cost of the bed being issued in the amount of $214.49. Ms. allowed the repair specialist to repair her hardwood floor and signed off. In addition, she agreed to a cash settlement for the pending items which amount to $500.00. Bringing her pending credit to the amount of $714.49. Ms. is aware that this is a pending credit since our last email dated 04/02/2019- which she has yet to reply to. Instead, we received this Revdex.com complaint.
I believe in being fair and equitable when handling customer concerns and we have been more than fair and equitable with Ms.. Our total expenses are totalled at $1979.49 and no additional compensation is due.
All the best
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID and will accept their offer.
I ask that USA Family Moving mail the check to me at *** Victoria, MN 55386.
Thank you.
The team did a great job. They were flexible and accommodated our last minute request for time change. The move was very smooth and quick. I'd highly recommend their service.
I cannot stress enough how thoroughly impressed we are with this company. They were incredibly professional and beyond honest. The owner called an hour after moving us out to tell us that they were able to store all of our items into one unit instead of the estimated two units. They were efficient, friendly and were at the house exactly when they said they'd be there. They clearly do care more as their name implies and we highly recommend this company. Their great services like this that make customers like us sit down and write a review. This is who to call the next time you need an awesome moving company.
This is the second time that I hired USA Family. The service was outstanding and pretty consistent. Right after my call, I’ve received the estimate cost via email and the precise details agreed by phone. One day before my moving date, I was contacted by phone to confirm the schedule. The movers arrived accordingly and they were really courteous. The truck was in perfect shape and equipped with an appropriate handling tool. The movers have also brought all the necessary equipment and tools to properly handle my heavy furniture. I'll definitely hire them again and I recommend them to everyone.
I was quoted 179/hour for 3 hours. They said that they would arrive in the window of 8-9:30 AM, but most likely 8:40 because we don't live that far from them. 9:30 rolls around, no sign of them, I call USA Family and they say the crew is on the way now, alright fine. Well, at 10AM they call and say 9 minutes out. They arrive at 10:20. So we're approaching 2 hours past when I was told they'd likely be here and almost an hour past the latest end of the window, so now my landlord is waiting at the new place and we haven't even started. Well they start loading everything up, I leave ahead of time to drop some smaller things off at our new place, and my boyfriend and his brother stay behind with the movers. My boyfriend texts me at 12:49 and calls saying they just left so be on the lookout. Our new place is only 20 minutes from our old one. My boyfriend took his time, left after and brought more things to unload and beat them. They didn't show up until 2PM. An hour?! Then he pulls out his clipboard and the are charging me $1100 when I was quoted 3 hours- 4 hours at 179/hr. They are now charging for 4.75 hours plus shrink wrap, tape, and bags, that they used on their own accord without telling me first that they would be charging that. I call the operations manager because this is like $500 over what I was planning for, and it's ridiculous that they show up that late, then take an hour to get to our new place, no traffic. None. I told him I felt cheated and that if I had known I was going to be treated this way I would never have used them. He says he will call and see what's going on. They say that they stopped to get gas on the way from our old apartment. If you were that late arriving how was there not already gas in the truck? and how does gassing up extend a 20 minute trip to an hour? They offer to take off 30 minutes of labor. I don't at all feel that is fair, but fine. One of the guys says there's only 5 pieces left and they should be done in 20 minute
To Whom It May Concern:
I spoke with Ms. on October 5, 2018 and she shared with me her concerns which I reviewed and addressed with Mike, our dispatch manager.
Based on the information gathered Ms. was issued a credit towards her move.
In closing, her concerns have been addressed and satisfied. If you have any additional questions, please do not hesitate to contact me.
All the best
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
The two stars are for the foreman, Rizer and prompt customer service.
What I thought would be a fairly straightforward move of 6 miles from a residence to an apartment was anything but. The company underestimated the time and size of move. Then the agreed upon move with a 4 man crew was only 3 men, two of which were young and inexperienced. The furniture must have been really jammed in the truck and a 9 hour move became 12 hours with furniture and parts of furniture left at residence. The foreman was great but he was overwhelmed, hungry and unhappy by the end of move. Below are the results of our move which was from a residence to an apartment 6 miles away. I will say that the customer service sales and response from Mike the Operations Director was prompt and above average. The damage response was disappointing. Below is a list of items damaged. I will let the reviewers decide for themselves. I submitted a damage cost for $1700 which I considered very reasonable. I expected a response for $1000 to $1200. The box spring replacement alone was $820. I could handle cleaning of the mattress. The sectional is an irreplaceable one of a kind as well as the painting. Instead I was offered $500.
Here is the response from the company operations director: "I’ve reviewed all the pictures and the notes you sent. First, I want to apologize for the damages, nicks and dings that happened during your move. It was definitely a difficult move and some accidents did happen. Based on the valuation you chose during your move you are due $354; however I’d like to go above that amount and offer $500 to settle the matter." Nicks and dings? Some accidents did happen? What about competency?
-Danish Teak dresser: 2 back legs broken off. Original cost $1200. Labor for furniture restorer, estimate $200.
-Metal coffee table: 7 ½” scratch to the finish on the top. Replacement $170, 2 years old. Unable to repair the scratch
-Solid iron side table: edge finish chipped (One of a kind. Original cost 15 years ago $150. A replacement cost -$300. -
-$4600 6 month old King Elite Adjustable Mattress: the box spring for one side damaged due to improper wrap resulting in frayed fabric. Replacement cost $820.
-6 month old King Elite Adjustable Bed mattress: improper wrapping left a dirt stained corner. Cleaning cost of time and labor $75
-Living Room sectional: corner of one of the sections fabric damaged due to improper protection. Original mid-century sectional with stainless legs. Value $4000, irreplaceable and unfixable.
-Media credenza wood top had a 2” scratch to finish. 3 years old. Repairable by furniture restorer 1 hour labor for house visit: $100.
-Artwork/original painting: 3” tear in corner of the canvas. Original cost 5 years ago $750. Irreplacealbe
-Modern leather Lazy Boy recliner: side of the leather arm damaged due to friction. Need to replace leather. Repair costs 2 hours plus leather $250.
To Whom It May Concern:
We are in receipt of Ms.' feedback. We understand that Ms.' would like to receive a greater compensation than the $500.00 offered.
All licensed moving companies have remedies in place for situations such as this. All licensed moving companies must provide different valuation options 1) basic valuation which is at no charge and provides coverage based on .60 cents per pound/per article 2) additional valuation is at an additional cost and the cost varies based on the amount of coverage wanted by the customer. The majority of us pay for car insurance monthly to ensure that if and when something happens regardless of the distance travelled- we are protected. Depending on the car we rent/own we may select full or basic coverage. Basic coverage limits our benefits should something happen.
Ms.' selected basic coverage which entitles her to less than the $500.00 we have offered and already credited.
All the best,
E.
These people are bullies! When we didn't agree to let them come earlier than requested, they decided to "punish us" by arriving and hour and half later than requested. (We requested 10am) They claimed traffic was the cause. They claim they left at 9am to be able to arrive at our agreed upon 10am arrival. They did not show up until 11:30. (if they were telling the truth, that would mean they took 2 1/2 hours to travel between 18 and 35 miles depending on which location they came from...and a smart business would certainly send their truck from the closest location 18 miles away!!) We needed to be out of the house between noon and 1pm! I called the manager at 10:15 and he was extremely rude from the start, not apologizing for the lateness, but instead blaming me. He claimed that if I had allowed them to come at 9am instead of 10am they would have been there on time! That doesn't even make sense! How is it possible to get there on time if you are scheduled an hour early but end up showing up an hour and a half late when scheduled an hour later??!! He claimed they left at 9am which means they certainly should have been to our house by 10am, but then he told me at 10:15 that they would not be there for another 45 minutes! This would only be possible if they had not even left yet! At this point I was very angry with this rude, impossible man and yelled at him..and yes, I admit I wasn't very nice at this point, but, I am sorry, it is ridiculous to believe it would take the drivers that long to get to us! It wasn't even rush hour, and even if it was, no way would it take that long!! When I yelled at him, he threatened to not move us at all! So basically USA FAMILY MOVERS can do a lousy job, get there whenever they feel like it, be rude to the customer and make no apologies for their lateness and threaten the customer when the customer gets angry and frustrated during a very high stress time.
The movers themselves were nice enough, but when it came time to take the bed apart they claimed "The screws were stripped on the bed and they could not get it apart." When in fact they needed an allen wrench, not a screw driver! When part of your job is to take furniture apart, this is something they should know, and they should certainly have an allen wrench as part of their tools! Our realtor actually had to run out, buy an allen wrench, take the bed apart herself, put it in her SUV and move it for us!!
It also took them 6 1/2 hours for 3 men to move the stuff from a small 1000 square foot house less than 10 miles! (they were going to get our money one way or another)
EXTREMELY LATE, RUDE, INEFFICIENT, POOR CUSTOMER SERVICE
I would NEVER recommend this moving company. Both our realtors and our loan officers have put them on their "Do not recommend list" Everyone involved was shocked by how terrible this company is!
To Whom It May Concern:
I am in receipt of Ms. complaint and it has been reviewed with the management team and the crew that was assigned to Ms. move.
First and foremost we apologize that Ms. moving experience was not a positive one- this was not our intention. Productive communication is key when handling any kind of situation to ensure a positive outcome- both sides need to listen to understand.
We only have 1 location in the state of Minnesota. We dispatch our crews and trucks from Crystal, MN which is 43 miles from Ms. initial pickup address. Without traffic and in a regular car the travel time is 48 minutes. Her crew left our facility at 915am. Unfortunately, due to road closures and road work the crew did not arrive until 11am- marking our arrival 1 hour late. We apologies and attempted to advise Ms. Flugaur of the situation and she became belligerent to the point that our dispatch director was going to cancel her move to ensure our men/her crew was not put in a hostile situation. Her move was not cancelled due to her realtor calling our office and apologizing for her behavior. Her realtor not only spoke with our dispatch director but also to the owner- who agreed to continue.
All of our crews carry a standard set of tools- there are many types of beds that require different types of tools. From time to time if any tool is necessary- that is not part of our standard set- the customer will provide it.
During confirmation Ms. Flugaur was informed that her move would not take 2 hours as she ascertained. She had a 2 bedroom home with 4 additional rooms that equates to 6000 pounds. It will take a minimum of 6 hours with a 3 men crew (each man can move 333 pounds per hour)- with no logistical additions (long carries, stairs (in/out), elevators, etc.). Her move was completed in 6.5hours. Many factors dictate how long a move may take. The square footage of a home nor the distance of the pickup or drop off dictate how long a move could take.
In closing, we understand that moving can be a very stressful time not only for our customers but to all parties involved- we want to make our customers happy. Once again, I truly apologize that you were not one of our many satisfied customers- as this was not our intention.
All the best,
E.
When looking at their website they claim to have locations in Mpls and Woodbury. But even from Crystal it should have been no more than an hour. And if you are driving for a living you better know how to get around construction and leave accordingly. But most important. While I DID admittedly get very upset I was not belligerent. And I have good reason to be upset! The manager had been blaming ME for their late arrival stating that if I had allowed them to come an hour early they would not have been late. He kept blaming me for their lateness! So yes. I yelled at him. All of ONE sentence! He had been bullying me from the beginning of the conversation From the start he was rude! He told me they left at 9am. At 10:15 he then told me they were still 45 minutes away! They actually didn’t show up till 11:30.
As far as taking the bed apart. An Alan wrench is a pretty common tool for furniture. That our realtor had to go get one and do it herself speaks volumes for the service this company provides. Lastly, if they knew they were going to be so ridiculously late because of road construction. Shouldn’t we have been informed immediately? Maybe then we wouldn’t have had to yell.
To Whom It May Concern:
The concerns addressed in her new response were addressed in our initial response. Our website states the areas we service .
All the best,
E. De La Garza
I have moved 28 times in my life so I know how to move and what to expect. When the company contacted me to bid on my move I spoke with a very nice woman. I told her how large our home was and that based on experience I thought it would take two trucks. She explained that she only thought it would need 1 truck (did not see the house or how much I had) but if the driver got there and he thought we needed 2 he would call and they would send another.....never happened.
The initial driver had a personal issue and could not drive for our move. The owner called and said he was working on another driver. Long story short, they could not get another driver so he sent 3 guys and a truck after they moved another place that morning. They got to my house at 2pm. On walk through the driver estimated a 9 hour move and that we probably would not get it all on one truck. I asked him to call for another, as I was told, to which he said yes, I see on the paperwork that you requested that but we do not have another driver. So we went with the one truck and 3 guys.
The movers started downstairs while I was upstairs rolling up rugs, etc. When I went downstairs I saw that they had spent the last hour wrapping all my furniture in plastic wrap. I asked why and they said to protect my furniture. I asked why they just didn't use moving pads and he said wrapping was company policy. Finally, after 2 hours had passed I asked if we could at least get one more mover since as of now we would go way past the 9 hours. We did get a 4th person.
We finally finished up the first load (we did need a second trip) and got across town to our new home (it was about 6pm). When I pulled in the driver said I needed to pay the full amount for the estimated time right then and not after the move. I was supposed to also sign a document stating that the shipment was received in apparent good condition. I refused to sign until the stuff was off the truck, that is ridiculous. Plus I felt like they were holding my stuff hostage. I paid.....
At this point it was 9pm. I was tired and the 4 guys had been moving things for 13 hours. I suggested that if there was an opening the following day we could just go get the stuff then since I felt bad for the guys. We called the owner and he said ok but was going to charge me a good bit more for Sunday moving. I was flabbergasted since we were in the situation due to his company not being able to do what they said they could. I told the guys sorry, tipped them well, and we went back and got the furniture. When we got to my new home I told them to just put it all in the garage and I would move it around later. We were all so tired at that point I wanted to let them go home.
BTW I was charged $120 for 3 rolls of saran wrap.
At no time was the owner/manager sympathetic or offer anything for the inconvenience that they caused. He did apologize a few times but did not offer any help other then to ask if I wanted to move on Sunday instead which I couldn't do. I understand emergencies, etc. but this whole move was very poorly handled. They should have listened and sent 2 trucks in the beginning. When they knew they were going to be so late they should have supplied at least 1-2 extra guys so it wouldn't take us into the night to move. Or at least charged me the Saturday rates on Sunday since I was looking out for their guys.
Overall very bad experience.
To Whom It May Concern:
I am in receipt of Ms.’s Revdex.com complaint.
First off, I apologize that her moving experience was not pleasant. Below is a brief summary of the chain of events that occurred prior and during her move.
On May 7, 2018 I spoke with Ms. at 6:02pm. At that point we discussed the size of her move. We discussed that she may need a 2nd truck or do a wraparound (loading the truck and coming back to pick up any items left behind that did not fit in the first load). We both agreed that she needed to figure out her move date and if we needed to secure a 2nd truck from the jump. She advised that she would be moving items on her own before her move date. She would be calling me back the next day with the information.
On May 9th I sent her an email and left a message to follow up.
On May 10th she sent me an email at 7:10am stating that she was ready to proceed with a 3 men crew and 1 truck. She also stated that she hoped that an additional trip would not be necessary but it would be figured out the day of. I have her email available and will send it to the Revdex.com when requested for your review.
On May 10th I replied to her email at 8:44am- since it is a lengthy email I have cut and pasted below. You will see that I provided her with tips to hopefully prevent a second trip.
***
From: E ***
Date: Thursday, May 10, 2018 at 8:44 AM
To: Leigh *** <3***>
Subject: Re: USA FAMILY MOVING- JUST CHECKING IN (2fp)
Good Morning Leigh,
You are up and at it early- this is great. I had pre-reserved your spot the last time we spoke just in case because I knew it would be taken. So we are good.
All I need from you are the addresses of where we are picking up and delivering to. I also need a 1hr deposit of $159.00 for your 3 men crew and truck for 06.23.2018. This deposit will be applied towards the balance due the day of your move.
Leigh, I would recommend having a game plan for the day of your move to save time and hopefully prevent having to do a second trip.
-Try to have all the small items that you may have not already moved in boxes- make sure the boxes are taped.
-Centralize your items/boxes as best you can.
-Make sure any items that require disassembly are done (perform your own re-assembly)- place the hardware in zip lock baggies and label- keep them in your car for easy access. Please note- if you have any items that you would like the crew to reassemble please have them disassemble them as well so they know how to reassemble them.
-Make sure all appliances and electronics are disconnected and/or dismounted.
-Have your crew load the big heavy items that you cannot personally transport in your own vehicle(s)- so if anything doesn’t fit you can transport it yourself.
Your crew is going to take good care of you by doing what you request of them in an efficient manner and they will welcome your direction. You are in control of the clock so share with them how much you want them to handle and do.
Please call me or email me the information requested above to complete your account. You can now cross off “Find a Mover” from your “To Do” list.
I look forward in hearing from you today!!
Your Family Mover,
E***
Owner
***
On May 10th I sent her a subsequent email at 9:23am asking her to call me whenever she was free so we could collect her deposit.
*** This is the last communication I personally had with her.
On May 10th she called in and Adrian collected her deposit.
On June 13th she received an email from Mike Miller our dispatcher letting her know she was set for June 23rd. She was also advised that she could expect her crew Saturday morning between 8 and 9 am.
On June 21st she received a message from Mike Miller to confirm her move date.
On June 21st she called for Mike and Mike called her back to confirm her move. It is at this time that customers are made aware that we collect payment prior to off-loading.
At no point during any conversations had nor during any email exchanges did she request an additional truck nor additional crew member.
On June 23rd we were informed by her assigned driver that he had a family issue and would not be able to come to work- Ms. was advised by Mike at 8:22am. He advised that he would find a replacement driver and advise her as soon as possible when she could expect her crew.
At 10:57am she was advised that her crew would arrive at 1:30pm. Unfortunately, it wasn't until her driver arrived that the realization set in that she needed a 4 men & 2 trucks. At this point it would be difficult if not impossible to send a 2nd truck and find another helper until the other customer's moves were completed early enough. Employees who had the day off were called repeatedly throughout the day. Finally, her 4th man was located and arrived at 4:30pm. Her initial 3 men crew worked from 1:45pm until 11:15pm.
Ms. did request to continue her move the following day. However, since we are licensed by the state we have to adhere to tariff minimums, pricing and cannot issue discounts.
Moving is a two way relationship and both parties have responsibilities to bare to ensure a successful move. I know we made every effort to accommodate Ms. before and during her move. I advised Ms. that her move was a 2 truck move or at the least would require a wrap around. I advised her to make a plan for moving day and provided her with tips- I do not know if this was done. She advised that she would be moving items on her own before her move date thus choosing to go with a 3 men crew and 1 truck. We communicated with her as soon as information was available and propositioned to pay our employees double time to come in on their day off to ensure she was taken care of.
In closing, once again I apologize that Ms. had a poor experience- this was not mine or our intention. A situation like this is not good for anyone.
All the best,
E.