US Pro Moving and Logistics LLC

I shopped around for a moving company to assist us with a cross country move. This company came in as among the lowest costs, now I know why. They practice bait and switch to perfection. We contracted with this disreputable, unethical brokerage company after working with a representative who took a verbal inventory as I walked through rooms. I asked if there was any way we could do a FaceTime inventory and was told no. He assured me we were probably overestimating and we should be fine. We agreed to the terms laid out by the initial salesman and paid an almost $3K deposit for a $12.2K move. When the company called to schedule a QA appointment, I asked once again if we could do a Face Time walk-through because I wanted them to assure me we were estimating properly. They said of course we could face time. Four days before our scheduled move, the Quality Assurance Dept called and we reviewed the inventory, but I was told they did not have the capability to Face Time or use any other virtual walk-through. So, I spent an exhausting hour and a half on the phone only to be told my original inventory was not good enough, so now I would need to purchase exclusive use of a 53 ft moving van. OK, that involved an additional $8.5K of which half was required that same day, so we paid another "deposit" for the increased scope. Great. At least I had an entire van and didn't need to worry about additional costs per the QA rep's promise. How wrong that turned out to be! Since we were packing half our items ourselves (a partial pack), I tried to get a clear definition of what exactly a partial pack entailed. I was told you do half, the movers do half. We packed in excess of 400 boxes of various sizes. As the day of the move approached, which by the way had been confirmed by US Pro as well as the brokered local moving company as the second of the two-day window, we received a call on Wednesday that the movers would be there on Thursday instead of Friday. Tried calling US Pro to complain about the misinformation we were given by QA just 2 days before, but their "system was down" and they couldn't do a thing to help us and said we needed to do what the local company said to do. Stuck again, with NO ONE advocating for the customer. So, we stayed up all night getting our portion of the pack done. Movers arrived on Thursday morning and immediately started surveying what we had done and what they needed to do. Within one hour of their arrival, they said we had too many boxes and it would cost an ADDITIONAL (are you ready for this?) $13K bringing the grand total of our move to $33K!! Oh, and because WE underestimated what they would have to pack, we were also going to be charged an extra $1.5+K for packing materials. A very far cry from the original $12.2K estimate. We were furious! The local moving rep/driver immediately called US Pro who proceeded to tell us that if that is what the driver quoted as additional costs, that is what we HAD to pay. We were prepared to pay approximately $7K on the day of the move based on the recent upgrade to an exclusive use van, but instead were now told we would need to pay almost $14K. The customer service rep from US Pro was not helpful in the least because, you see, their "system was down" and they couldn't even look at our contract. We were in the middle of a crisis, so we asked to speak to a supervisor but were told by the customer service rep that we were rude for even asking for a supervisor! But it didn't matter, because all the supervisors were in a meeting regarding the "system being down." We refused to pay the additional costs being demanded on the spot, so we sent the movers away and stopped the job. It has been more than 24 hours, and even though we requested a call-back from US Pro Movers, we have not received one. Our lessons worth sharing are: never pay a deposit for a move; don't even consider a company unless they do an on-site/virtual walk-through; moving brokers are a scam; beware of scope creep and someone blaming you for not estimating properly; clarify ahead about likely hidden charges; when customer service reps cannot or will not answer clarification questions, that's a red flag. Since, others in the industry have advised that they all know of these unethical practices, but no one has been able to prevent this from happening to far too many people.

Move size: 4 Bedroom Home Service cost: $12200

Shady company and nonexistent customer service. I fell for their scam. I set up a move on August 24 to move from Denver to St Louis. John the salesman was very personable and slick. I put down $572 was told there would be a pickup on Saturday September 26 or Sunday September 27 and the move would arrive in St. Louis on Friday, October 2. Rebecca then called an verified my move. She said the carrier would contact me on September 23 to verify the move.

September 23 came and gone and no one called. I called Rebecca and US Pro Moving and Logistics Customer Service on Friday, September 25 and all weekend. I did not receive a callback. I emailed the sales rep and left a VM on his number. He never returned my calls. I texted and called Rebecca, she never returned any of my messages.

I was finally able to get a hold of US Pro Moving and Logistics customer service on Monday, September 28 at 7:30 am Denver time. They said they were trying to contact the mover and gave me the carrier’s telephone number.

I called the carrier out of Denton, TX, gave them the US Pro Moving and Logistics job number and they said they turned it down because US Pro Moving and Logistics underbid the job. Furthermore, they said they did not pick up on weekends.

I called back US Pro Moving and Logistics and they said they were working with the carrier in Denton, TX. When I told US Pro Moving and Logistics that I actually spoke with the carrier, but the customer service rep at US Pro Moving and Logistics said the carrier would call me right back (this was at 8:40 am on Monday, September 28). I was assured that the US Pro Moving and Logistics Dispatch Manager had found a carrier and my move would be picked up on Monday, September 28.

I finally got a call from a Denver moving service at 9:10 am, he was apologetic and said he was just contacted by US Pro Moving and Logistics a few minutes prior. He said they would pick up my move but said it probably would be in storage for 21 days before it could be moved to St. Louis because they just found out about it on Monday, September 28. The level of deception and false promises from US Pro Movers and Logistics surprised even me. I called customer service back on Monday, September 28 at 9:43 am and they said the 21 days in storage was acceptable and was within the DOT spread, whatever that means. I was told multiple times by US Pro Moving and Logistics that my move would be picked up by a carrier right up until 9:43 am this morning, then the story abruptly changed.

I had to scramble and rent a U-Haul to move myself. That was my only option at this late stage because US Pro Moving and Logistics did not actually take any action until I finally spoke with customer service on Monday, September 28, even though I paid a deposit on August 26 and spoke with Rebecca on August 27.

I cannot stress this enough. Do not use US Pro Moving and Logistics. Once they get your deposit, you will never hear from them again. They will underbid your job to carriers so that the carrier will not take the job, or a local mover will put your things in storage for weeks, or you will owe much more than the quote if and when a mover does show up. Finally, the customer service is poor to non-existent.

Move size: Studio Service cost: $572

Cancelled my move THE 27TH OF OCTOBER,via email to [NAME EDIT], text to [NAME EDIT] and voice to voice contact with [NAME EDIT]. I placed a stop payment for the electronic payment and US PRO did a FRAUDULENT CHECK FOR $572. Please refund my money as my cancellation was within the 5 days. I am a poor grandmother attempting to restart my life this is a lot of money for me and what your company has done is not nice. I WANT AND NEED MY MONEY BACK PLEASE AND THANK YOU!! PEOPLE BEWARE!!

Move size: Studio Service cost: $572

Tony and his crew moved my wife and I out of a townhouse and into our new home last week. Everyone at US Pro Moving and Logistics were so professional and used great care when moving our belongings. Not one item was damaged during the entire process. This was the best moving company I have worked with and beat out all of the larger companies I have used in the past. I would recommend Thomas and his team to all my family and friends and would definitely use them again in the future.

Move size: 2 Bedroom Home Service cost: $2736

Tony and Ed were on time, efficient, and got the job done well. They came in under quote, which was very fair. They weren't great talkers, but were polite and, most importantly, communicated what needed to be done and asked for my preferences. They also did an informal check in/check out where they circled back to make sure I was satisfied. They pointed out a piece of furniture that was previously damaged on the shipping from side, which was very appreciated and not at all their fault. Made a stressful move less so, which is the best value of all.

Move size: 2 Bedroom Home Service cost: $5173

Scheduled a move with this moving broker on 10.05.2020, needed to cancel within 24 hours. Contract states a full refund is due if cancelled within 5 days. Ne refund, and when inquired about the refund, there are no updates as of 11.06.2020. Checked around online and there are many more negative reviews, mostly about hidden/surprise charges. Files a complaint with the BBB, which they are not a member of, first flag, and filed a complaint with the Florida Attorney Generals Office. It seems the only thing this company is capable of is ripping people off.

Move size: 2 Bedroom Home Service cost: $3000

This company is strictly a broker, they give you an estimate 2,900 and 3 days before the move after calling them several times and getting hung up on after holding for 55 minutes the price almost doubled to 5800. Then when the subcontracted mover came and loaded all of my stuff on his truck the price went up another 2500.00. This move from NY to FL was 7300. They know they have your stuff on their truck and you have to pay. Good thing we had the extra money or what would we have done? In addition, they fail to tell you that wrapping the items like tv's and couches was additional. Quite a few items were broken and damaged. The movers themselves were nice guys but this company/the brokers are CROOKS. They take your money and then just keep adding on to the price.

Move size: Partial Move Service cost: $7300

BUYER BEWARE!!!!!! This is a SCAM!!! This company will say they have an A rating with the BBB and take multiple deposits before moving day only to outsource your stuff to a different company. In our case it was Cheetah movers who has a F rating with the BBB. We were told by US pro movers that we should get our stuff no later than 7-10 business days but the contract states 21 business days for worst case scenario. We are well over a month at this point with and still do not have our stuff. We have been cursed out, called names and hung up on when asking for an update. The last representative that I spoke with said that “ I should be grateful that I own a home” when I asked him to put himself in our shoes living in a house with no furniture. Every positive review on here is from a FAKE account!!!!!! Do not EVER use this company! I have reported to the BBB and also the federal organization that helps consumers report bad moving companies ( I don’t have the name now but a quick google search and you will find it). Please, whatever you do, DO NOT USE THIS COMPANY!!!!! I am out thousands of dollars, they are holding my belongings and I even had to contact the police department to report fraud and theft.

Move size: 2 Bedroom Home Service cost: $8800