State to State Moves Inc 

Reply from State to State Moves Inc

Jul 20, 2023

Hello,
Without knowing who you are I cannot comment on certain things you are describing however a "tip" isn't what would cause your price to increase. That does not make my business a scam. A scam is when clients want to add items and have the movers move it for free. It sounds like that is the issue here. However we are not your movers you are reviewing the carrier and not the brokerage as we didn't not pick up your move or transport or request a tip!

We would love to address your issues except we cannot locate this name in our file. We do not have 10% for a tip anywhere in your Binding Estimate. You do have a 10% fuel surcharge that is standard in every estimate you would receive from interstate brokers. When you are going cross country fuel is not a "tip" it is a necessity to ensure they will make it carrying the weight based on the distance and miles. If the driver used his own funds to provide the truck with fuel that is not a "tip".
If your price increased with a Binding Moving Estimate then that would mean that you added additional packing services, needed additional materials like packing tape and moving pads, or you added more inventory of house hold goods.

In our estimate it states:
By signing this Binding Estimate for Services, customer is acknowledging and agreeing to the following:

This BINDING estimate is based upon the specific list of items to be moved and services ordered as listed on the estimate. If the inventory is correct, remains unchanged, and the services to be performed do not change, then the estimated cost will remain the same. Your estimated price will not change unless you order additional services, add additional items to be moved, add additional weight or cubic feet, or if the items listed are of a different cubic footage or weight.. Make sure everything you are planning to move is listed on your articles list. If additional services are needed make sure they are listed on this estimate. Additional services included, but are not limited to, packing, storage, long carry, shuttle, stairs fees and expedited delivery. This document is an estimate only; it is only binding for the specific services and items listed here within; any deviation of the services listed and ordered will result in a new estimate being issued. In such cases, a revised written visual estimate must be executed prior to any services being performed.
We do not control the cubic footage as the program we use is pre-measured into cubic ft. You sign a binding moving estimate and your price per cubic ft by law cannot change on the total amount of the price can based on what you added. If you did not add anything your price remains the same from start to finish. We can only give estimates based on knowing the inventory and services you need preformed all additional prices are broken down such as flight of stairs fee $75.00 long carry fees $75.00.

Thanks,
Bronze Star Moving
and Storage

Reply from State to State Moves Inc

Jul 27, 2023

Hello Christopher,
We appreciate your feedback and are sorry to hear about the challenges you faced during your move. We would like to address the points you raised and provide some clarifications. As a registered Broker and Carrier, we work with licensed household goods interstate carriers to handle the actual moving process. These carriers are carefully vetted and authorized to transport your belongings. It's a common practice in the industry to work with local agents for loading and unloading based on the location and regulations.
Regarding the delivery timeframe, we understand the importance of timely deliveries. However, there are several factors beyond our control, such as weather conditions, driver hours, and logistical constraints. The estimated delivery timeframes are provided to give you an idea, but they are not guarantees. We cannot give dates because there is to many factors out of our control. Such as if you change the date, if you can’t receive the shipment right after loading, or when you will be at the house to accept the shipment, weather, time of year. In your estimate based on the miles you were going it states the time frame. That states this is not a guarantee for delivery in your estimate. You were going over 2000 miles 5 days is the soonest by law up to 21 days: Delivery ETA Schedule:
0-500 miles: 0-10 business days.
501-1000 miles: 3-14 business days.
1001-1500 miles: 2-21 business days.
1501-2000 miles: 5-30 business days.
2001-3300 miles: 3-30 business days.
Maximum: 30 business days
Additional fees for services like shuttle, packing, and other optional accessorial services are listed in the estimate and clearly explained in our terms and conditions. Any requests for such services are acknowledged before loading to ensure transparency.In your terms its stated what each additional service needed would cost: Optional Accessorial Services and Additional Fees (if applicable to the move): It is customary for the carrier to offer additional service options to the customer. Optional services include, but are not limited to, storage, packing, materials, unpacking, appliance servicing, shuttle, long carry, rigging hoisting and lowering, wooden crating, exclusive use of vehicle, guaranteed delivery, etc. If customer orders an additional service or an additional service is required to complete the move then the charge for the service will be added to the final bill. Optional Accessorial post contract services not included in your estimate include: •Shuttle service: if a semi-trailer cannot get reasonably close to the building or house for unloading/delivery, a shuttle truck may be required to perform relocation at a minimum charge of $300.00. No charge for shuttle at loading.•Packing of fragile/delicate items (such as TVs, glass, etc.); packing and crating services not already listed within proposal
The charges for shuttle service and additional packing were agreed upon and signed by you during the loading process. These fees were not imposed after the fact, and we cannot modify them after they have been agreed upon by both parties. Your shuttle feel was $500.00, packing that you ordered with your mover at loading was $500.00 and you were not charged for any additional space inside the truck that you increased.
We apologize for the inconvenience caused by any damaged items during the move. We take these incidents seriously and are here to assist you in filing a claim for the damaged belongings under the basic value insurance.
Your feedback is essential to us, and we will take your experience as a learning opportunity to improve our services. We genuinely value your business and are committed to ensuring a better experience for our customers.
If you have any further questions or require assistance with the claim process, please do not hesitate to reach out to our customer service team. Thank you for sharing your concerns, and we hope to address any outstanding issues promptly.

Sincerely,
Customer Support
Team

Reply from State to State Moves Inc

Updated Jul 12, 2023

Dear Sadie,

Thank you for taking the time to share your feedback about your experience with Bronze Star Moving and Storage. We apologize for the inconvenience and disappointment you have expressed. However, after conducting a thorough search in our system, we were unable to locate any records associated with your name or the review you mentioned. I have looked everyone up in my scheduled move and I tried to locate your email on trust pilot. Please provide me with a job number and name on file. There is a carrier out of CA with the name Bronze Star and sometimes people do get that confused.

In order to address your concerns and investigate the matter further, we kindly request that you provide us with some identifying information, such as the name on the file, your Job ID #, or any other details that could help us locate your file in our database. With this information, we can promptly look into the matter and provide you with a more accurate response.

We value our customers' feedback and take every review seriously, aiming to provide the best possible service to all our clients. We appreciate your understanding and cooperation in providing us with the necessary details. Please feel free to reach out to us directly at 888-610-5045 or respond to this message with the requested information.

Once again, we apologize for any inconvenience caused and look forward to assisting you further.

Best regards,
Bronze Star Moving and Storage

Reply from State to State Moves Inc

Jun 29, 2023

We reviewed this job. I am sorry that your expectations did not match the service. You were told the movers come in and pad wrap and blanket wrap all furniture. You let Nicholas know that you had more boxes and not much furnture. He said the movers would come in and load the boxes. No packing other than the pad wrapping and moving tape is included. If we had known you had none of your items packed up we could have ordered packing materials to be brought by the movers to pack up your belongings for you. At the loading when the driver arrived nothing was packed and the drivers gave you a good discounted price and packed up and delivered all of your items as what is stated in the estimate. There is no resolution to come to because the service was exactly what you received. I am sorry for the inconvenience it was for you. We gave you a call again before loading to review the inventory and you explained nothing changed. So we as your broker cannot correct services that weren't ordered on the original estimate.

Thanks,
Bronze Star

Reply from State to State Moves Inc

Jun 2, 2023

This client has left two reviews One updated below and this one. Please remove one of them @ Trust Pilot. Thanks

Reply from State to State Moves Inc

Jun 2, 2023

Dear Bola, We understand that you had concerns about our role as a broker, and we apologize if this wasn't clearly communicated to you. However your review of your pick up you left was "the guys were really nice and professional but their reviews suck." You Booked your move originally with Mia correspondence with you began 02/21/2023. When you reserved your move originally you did not have storage listed as a service in the beginning your household goods move was to be delivered to your personal residence. We would like to clarify that your estimate and the contract clearly stated the duration of the free storage period as 30 days. We apologize if there was any confusion on your end however text 25 estimates sent show you were aware 30 days was offered to you on exactly 03/23/2023 u did get the 30 days. You also updated your estimate and what was going 3 times, you were aware if you added inventory , or additional services to be preformed by the movers the price would increase. You also texted us this was the reason you didn't re-do the estimate again before loading -03/26/2023 02:54:52 pm- Cx was concerned that she didn`t do a good QA because, "she was pressed for time and distracted by her kids. Told cx to review inventory and prioritize items because she`s worried she won`t have enough space" (but also doesn`t want to pay for additional space!). Told her to call if she wants to increase space reservation. On 05/15 you called asking for additional storage. We accommodated and extended your storage and explained you would be responsible for monthly storage fee's until delivery. When we were unable to give you another month for free you then said you always had 60 days storage, you were shown it in all your estimates signed along with texts. According to our records, you had multiple interactions with our customer service department, and we were available to address your questions and concerns. you spoke with our office 15 times the month of March and another 10 the month of April and 4 more times in May. We regret any perception that we took your money and became non-responsive. We pride ourselves on our availability and commitment to customer service. We take your review seriously, and we are committed to addressing the issues you faced during your move. I am going to request this review to be flagged with Google Directly as it is not accurate and we work hard for our clients we have stellar reviews we are accredited with the BBB, on consumer affairs', a proud member of the American Trucking Association. I'm sorry the move was stressful for you we understand you had a lot of personal changes however it is not okay for a client to blame a moving company and then leave a review like this on a page for the business. My business in not the reason for the stress you endure that had nothing to do with your moving company. We will be submitting and sending yelp all the notes on the file along with all text messages, and call recordings for yelp to gain a comprehensive understanding of your experience and what services were actually provided to you. ,This is a untrue direct attack against my business because you could not locate and home, had to extend storage, and now have to pay a monthly unit rate until you do locate a home to deliver to. Because we didn't give you another 30 days you threatened my business and left a review because you wanted it for free we cannot do another month and I'm outraged a client would ever intentionally harm a company because of personal problems that had nothing to do with my company. This review comes after you were told we cannot give you anymore free storage and this is false. We will again provide documentation just like on our yelp to have this removed immediately.

Reply from State to State Moves Inc

Apr 20, 2023

Hello Laura,
I am sorry to hear of this. I have not heard from you since 01/03. I have a follow up report of the situation transcripted on your immedite file. I want to know why you waited 3 months to go onto a review site to leave this review. When you spoke with Sandy in customer service you were delivered. you went a got a storage unit ro deliver to. You were loaded on the dates of 12/07 - 12/03. You updated the address and your driver delivered. I do see in the note with Sandy on 01/03 we assited you with the insurance claims to Alex. I have no notation of medication being taken nor any information from you explaining your meds were taken and given back. Laura, if we do not know any of these things and find out 3 months later a completly different story how would we assit you in filing these complaints agains Alex and his DOT to ensure the Goverment is aware of these things. Had you called at loading we would of fired the driver on the spot and we would have had you press charges against him encouraging you to contact local law enforcment. I am just confused. We were their for you from the time you booked your move with us in Sept. until you were delivered and filed the insurance claims. Please call my office so we can further assit you in this situation we do take this seriousley and we would have never wanted you to wait 3 months and then leave this review on our review site without ever calling us. I look forward to your call. You may call customer service or Thomas directly so we can assit you. Thanks!

Reply from State to State Moves Inc

Updated Apr 6, 2023

Hello Trust Pilot, we are currently dealing with the Cheif, Commercial Enforcment and Investigation Division of the US Deparment of transportation. We are also involved with Terry's attorney, LANDERHOLM. I am addressing Trustpilot as we are not to be in communication with Maupin according to our attorney. I can upload all documents submitted and the replies showing we did not breaking laws and or regulations while also aquiring all documents required by law. The Maupins have received our replies and because no further action can be taken they are now attacking us via reviews. I am going to upload all douments and replies. We are also currently removing the false complaints against our US DOT number. We have had a majority of the Maupin's reviews removed from other platforms. - Your client updated and added inventory to the estimate with our quality assurance advisor and added additional packing services. All of which was requested by the Maupins to be added. On the day of loading, which was their preferred date for pickup, the movers by law did not begin loading anything without the customer's approval, especially if there were additional items not listed on the estimate. The Maupins decided to add the entire contents of a shed even though they said they would not be taking them, however, at the last minute decided to take them. The movers walked through again and listed off the additional items and the additional cubic footage the additions would take up inside the truck, as well as any and all packing or additional services. The Maupins agreed to the charges and were aware of these charges prior to anything being loaded onto the truck. They agreed and signed the Binding moving estimate as well as the revised Bill of Lading. Your 110% does not apply to Binding Moving Estimates, only non-binding moving estimates. We make our clients aware of the prices so that they can decide if it is something they can afford to do or not prior to the beginning of service. All of the updated laws are available for you on the US FMCSA.gov. I will be submitting all of this to the formal complaints field against my business in order to have them removed. I can as well send all copies of your client's Binding Moving Estimates, all charges were clearly stated and we followed all policies, guidelines, and laws from the US Department of Transportation.

https://www.federalregister.gov/documents/2022/04/26/2022-08808/implementation-of-household-goods-working-group-recommendations

Before loading your household goods, and upon mutual agreement between you and your mover, your mover may amend an estimate of charges. Your mover may not amend the estimate after loading the shipment.

The client agreed to the added charges and again signed the Binding Moving Estimate and revised Bill of Lading agreeing to all charges.

Reply from State to State Moves Inc

Feb 16, 2023

We did experience some difficulty last minute with the initially selected carrier sending the job back to us to redispatch, due to unforeseen issues with their truck. Another carrier was selected pretty quickly, however this carrier also would not work out because they ran out of space on their truck, not because it also “broke down.” At no point did the customer have to “fight” us to get another truck assigned; standard operating procedure is to automatically begin looking for a replacement carrier the moment the need arises. We were able to select a different carrier for this pickup. This was absolutely not the customer’s fault. Things like this do happen, most of the time without prior notice, and it is the broker’s responsibility to find a solution which was done
The driver arrived within the pickup window dictated on the customer’s contract. Bronze Star Moving has three full time customer service representatives available 24 hours per day, seven days per week, including nights and weekends, to handle any and all needs of the customers. All customers are advised verbally and in writing on their signed contracts and pickup confirmation emails what to do if they experience a problem at pickup. The contract states,

1.The mover must provide you with a revised estimate.

2.Contact our office at (888) 610-5045 so that we may assist you with any revisions.

3.DO NOT allow the mover to load the truck or perform any services before you CALL US. You must agree in writing to the new estimate. We will assist you with this.”

The customer did not contact our office so that we could help with the revision of the estimate, their reason being that Google told them our office was closed. We should have been contacted.

Bronze Star Moving is in no way liable for a customer’s increase in cubic footage, especially if no attempt was made to allow us to help. Minimal can be done after signatures are received at pickup and everything is loaded. The customer did require the use of an additional 350 cubic feet worth of space on the truck, which increased the price of the move at the agreed-to rate per cubic foot on the contract. The professional movers that loaded the truck did so in the best way possible to ensure safe transport. If our offices had been contacted, we may have been able to see if the carrier was packing the truck “with as little space as possible.” Unfortunately, without any evidence these claims are purely circumstantial.

Our Customer Service team spoke with the customer multiple times regarding delivery, but any update that we provided simply was not good enough. The customer wanted to know an exact date that everything would be arriving, which is not something that can be guaranteed without a premium service added to the bill. The delivery window, again as dictated by the terms of the contract, was 5-30 business days due to the large distance between pickup and delivery locations. The carrier advised us on 02/02/23, just five calendar days after pickup, that the shipment was approximately 7-10 days out from arrival. After reviewing the written inventory that was taken at the time of pickup, it all made sense: the customer had an additional 10 large items, not to mention the larger-sized boxes than what was given to us over the phone during booking.

Also, we would need to review the clear photo evidence that the customer measured the space on the truck so we can substantiate these claims that less space was required for their move.

This particular customer had additional items that were not included on the initial estimate. The customer did not read much, if any, of the contract that clearly outlines policies and procedures for the move. Again, while the issues with the carrier are in no way the customer’s fault, Bronze Star Moving cannot be held responsible for a customer’s added inventory or services, or additional cubic footage. We wish you the best of luck in your endeavors in Las Vegas.

Reply from State to State Moves Inc

Feb 14, 2023

Hello Betsy, I'm sorry to hear about your experience. We believe you may have left this review for the incorrect company. We are unable to find you in our records. You can email us at info@bronzestarmoving.com if this is incorrect.

Reply from State to State Moves Inc

Feb 14, 2023

Hello Ron, thank you for voicing your concerns. We have thoroughly looked into your moving experience before writing this response. On 11/5/22 you went through your household inventory with Thomas over the phone. Thomas had explained to you that we do not price based on the size of trucks but instead based on your household goods inventory list and cubic footage. During the initial quoting process you ended with 2061 cubic feet.

On 12/28 Frank Callahan with our inventory review and quality assurance department reached out to you to confirm your inventory list. Frank did what he believe to be a thorough walkthrough with you as you explained to him your final list of 268 pieces was all that was coming during signing the updated paperwork. Your final cubic footage ended with 2576 cubic feet.

When the movers arrived they did infact arrive in 1 truck as the other truck was running slightly behind schedule. They began loading the first truck and shortly after the other truck arrived. Your final cubic footage ended up being 4400 cubic feet. You also had the full packing service at the rate of $1.00 per cubic foot which the foreman discounted for you only charging you for 4200 cubic feet worth of packing materials and labor. An increase of 1824 cubic feet from your walkthrough with Frank was noted by the foreman. Pictures were sent to us showing the trucks were loaded as tight as possible. The foreman explained to us that there were many items coming out of various places of the property that were not noted on the most recent inventory you did with Frank. Foreman also stated that extra items were being added on even when they believed they were done. A move which should have been only a truck and a half turned into 3. The initial truck had to be unloaded at the warehouse in order to make more space for your additional items.

We understand moving can be stressful. An error on our end would have been a difference of 100-200 cubic feet, not 1800 cubic feet. Please understand we worked with you every step of the way and kept in communication with you as well as the motor carrier, we also have all signed paperwork supporting these numbers. Based on our last conversatoin we will be issuing you a $500 refund for the extra time it took the movers to complete your move. Again, thank you for voicing your concerns and we apologize you did not have the stellar experience we try to ensure all our clients have.

Reply from State to State Moves Inc

Dec 13, 2022

We're sorry to hear of your experience. You were delivered a few hours ago. We're disappointed in the fact that you're claiming we're scam. Lets review what transpired. You booked your move 11/22, one day before you had to move. You reserved a full service move with free storage. We had a truck out to you 11/23. Typically, our shortest advanced notice for last minute moves is 2-3 weeks. The US Department of Transportation recommends scheduling your move a month out because of all the moving parts. We opened your file at 2:26 PM EST 11/22. You were loaded on 11/23. We have always answered your calls and called you back. During scheduling you did not yet have delivery address. You gave us the delivery address during storage. We learned on the day of delivery that you had 4 additional flights of stairs and required a long carry from the truck to your door. All accessorial fees are stated in large writing on the estimate you signed. Your exact amount on the original estimate was at $2,400.00 Your Signed Bill of Lading at loading was $3,220.00. An additional cost of $820.00 in total. You added 140 cubic feet of space at $4.25 per cf. Fuel is 12% of the overall cost. You used $63.60 for additional packing materials such as the shrink wrap for your sofas etc. the movers found out on the day of delivery that the distance from where they were forced to park to your door up the 4 flights of stairs was more than 75 ft. At loading you signed for additional space and packing stating to customer service you did in fact require additional space and asked for additional packing. Tape was listed but removed from the bill at delivery because tape is free and included for free. I can submit copy’s of the bill of lading and the original estimate. Typically we do not schedule moves going 1500 mile 1 day before loading. We call 72 hours before the loading date to review any and all inventory, packing needs, and changes to the estimate. This was not possible with your move.

Excerpt from the estimate you signed: Optional Accessorial Services and Additional Fees (if applicable to the move): Optional services include, but are not limited to, storage, packing, materials, unpacking, appliance servicing, shuttle, long carry. •First flight of stairs up to first landing included. Additional fee for flights of stairs above the first landing. The stair fee starts at a $75.00 fee. •Long carry: First 75 feet are included; each additional 75 feet will be charged at a minimum rate of $75.00 per 75 feet.

Ultimately, what we were told 1 day before your move compared to what you actually moved and services you needed performed differed. Typically, we give clients an opportunity to review the estimate inventory before loading because many customer's items change; they sell items, or decide not to take items, or they add and need help with last-minute packing.

After reviewing the file in full. You were not charged for packing tape, the charge was already removed. The only difference was that the carrier charged you $100.00 per additional flight of stairs and for the long carry fee instead of $75. We are going to offer you a refund of $100.00 for the additional amount that should have not been applied. I can ensure you were not scammed. Also, you added additional items outside of the original article list given. Your charges for added services and fees and inventory were all warranted. We were also in correspondence for a resolution that was appropriate. You were just delivered a few hours ago. You requested shrink wrapping to be included to special pack your sofa. All packing tape, and moving blankets are free of charge. Shrink wrap is not. You added furniture and increased the size of your load. You were discounted for the additional shrink wrap, and discount for the additional items, causing an increased price for the additional 140 cf. I'm not sure why you feel scammed but I cannot agree with you. Please contact us at 888-610-5045 if you have any questions.