USA Express Moving, Bristol, PA

USA Express Moving, Bristol, PA

Complaint: We used these movers because they provided the lowest bid from 5 different companies. We needed to move from outside Philadelphia, PA to southwestern Utah. During their initial consult, we were promised that the same driver would pick up and deliver all the items from the same truck --

there would be no switching at a warehouse or switching of drivers. We were not told about insurance issues at all. We were promised that the items would be delivered within 10 days of the pick up date. The compay seemed very good upon pick up -- they had literally a dozen people there, and they were extremely efficient at removing (and, in some instances, disassembling) items from the house and getting them into the truck. There were some minor problems, such as items that, on their initial

inspection, we were told could remain intact ended up having to be taken apart (for example, a file cabinet that we were told we could leave full we ended up having to pack all its contents in boxes while they were there!). All the real problems started after they left. It took me several days to get to Utah, and upon calling the company to find out when the truck might arrive, we were told that they didn't know where the truck was and they had no way to contact the driver until he called them from the road to check in. This was a persistent problem, and the truck did not show up until about 3 1/2 weeks from the pick-up date. The truck appeared to be the same truck that picked the items up, but the driver was a stranger, as were

the two (!) people helping unload.

We ended up having to help them unload just to get them out of there in a timely manner! Upon inspecting the items, we discovered that our custom-made desk hutch was badly damaged, and

the tops of two bookshelf units were caved in. Also, a lamp was missing entirely. (Some items ended up in storage and have only recently been unpacked; we have discovered that a coffee table has also been broken beyond repair.) I took numerous photos of the damaged items from multiple angles,

but my calls to the main office were summarily ignored for weeks by their claims agent -- no calls were returned, and she appeared to never be at her desk.

I finally got through and got her to send me a claims form, upon which I filled out the items and their values and attached the photos. The form arrived in short order, but it took over 3 months for them to get around to doing anything with it. Eventually, we got a letter from them stating that they were only responsible for $0.60/pound of damaged items, so the bookshelves, desk, and missing lamp were ultimately worth a grand total of $72. (We had claimed over $300, largely because the desk, being custom made, was by and large irreplaceable.) Even after that, it took them almost another month to send the check for $72! Whatever you do, do NOT use this company! There are some things for which it simply isn't worth buying the cheapest, no matter how poor you are (e.g., toilet paper, beer, etc.), and now the list includes USA Express Moving! Pay more for someone else if you at all value your belongings! ~~~~~~

Jerry D. H

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