State to State Moves IncReviews of bronzestarmoving.com

Response from State to State Moves IncOct 2, 2023

Dear Kate, We appreciate your feedback and would like to address your concerns. First, we want to clarify that being a broker for interstate moving is a standard practice in the industry. Brokers work with carriers to facilitate moving jobs, as carriers typically do not handle customer service, dispatch, or reservations for long-distance moves. This information is clearly stated in our US Department of Transportation registration and is mentioned six times in the estimate and bill of lading you signed. Regarding the estimate, you received a Binding Moving Estimate based on the specific items and services you initially requested. This estimate is designed to remain unchanged as long as you do not add additional items or services. A week before the move, we reached out to you for a quality assurance call to update your inventory and provide you with an updated price. Unfortunately, you refused this call, which led to a last-minute addition of double the items from your original estimate on the day of loading. This understandably resulted in a 50% increase in the cost. Because you refused to complete that call a week before loading. On the day when the movers did arrive you decided to last min go ahead and add double the amount you gave us on the first estimate and that is exactly the reason your price increased about 50% at loading. By law before the movers touch anything they have to list the condition, name of furniture, and amount of pieces going.Your movers gave you the revised estimate as DOT regulations require. Your list doubled due to you adding items not on the original estimate. Our estimates are very straightforward forward and it goes into detail about additional items and services being added. It also shows the list of items and the names of each item you listed off at the bottom of the quote right before the signature. You were explained that as long as your list remains the same you would not be charged more for the exact services ordered in the orrigional estimate. You refused the call to make any updates prior to the mover's arrival at loading and then tried to do it with the movers on-site at your home. We want to emphasize that our estimates are clear and detailed, explaining the possibility of additional charges for extra items and services. You were informed that as long as your inventory remained the same, the price would not change. Regrettably, you chose to make changes on the day of loading rather than during the quality assurance call as suggested. Additionally, the movers even offered to revert to the original cost for the services you initially ordered, provided you handled the additional items yourself. Unfortunately, this offer was declined, leading to the refusal of service. Our customer service and quality assurance teams made several attempts to communicate with you from the scheduling of the move until loading, aiming to prepare you for a smooth move. We understand that moving can be a stressful process, and we genuinely tried to assist you. We apologize for any inconvenience this may have caused and wish you the best of luck with your move. If you have any further questions or concerns, please do not hesitate to reach out to our customer service team. Thank you, Bronze Star Moving and Storage

Response from State to State Moves IncSep 21, 2023

Hello Craige, Thank you for sharing your feedback, and I appreciate your detailed account of the situation. It's crucial for us to address your concerns and provide clarity. Upon Further investigation into this matter, I would like to address a few key points you are not including in this review. Regarding the name "Bronze Star," you've clarified that it refers to the United States Armed Forces decoration, which provides context our name Bronze Star is for The Bronze Star Medal (BSM) is a United States Armed Forces decoration awarded to members of the United States Armed Forces for either heroic achievement, heroic service, meritorious achievement, or meritorious service in a combat zone. The medal can be earned through heroic achievement or heroic service that shows extraordinary bravery and courage during combat operations. It can also be awarded to those who perform their duties in a meritorious manner in a combat zone, even if they do not directly participate in combat action. Many members of the military are honored to receive this medal for their service to our Country. We are military friendly servicing more than 1-200 moves annually under military member moves. We love our Veterans!!! We understand that moving can be a stressful time, and our goal is to ensure a smooth transition for our clients. It's also important to clarify our role as a broker. We work within the guidelines set by the US DOT FMCSA and provide binding estimates to our customers. The revision process is intended to ensure that the moving services are adequately prepared for the items being transported. We appreciate your flexibility in providing additional information and photos to help with this process. We understand that the added packing requirements for certain items, like taxidermy animals, resulted in an increase in the estimate. While we strive to maintain transparency in our pricing, we also prioritize the safe transportation of items, which can affect the space and materials needed. We always try to make sure anything needed for this move is ordered and priced ahead of loading. We did a quality assurance call when you sent in the pictures of all these items, none were taken down off the wood plaques some were on see nary like the goat on a log looking like it was jumping down off rocks. None of these animals were packed by you or created ready for loading. You had all of these animals on stands or sculpted scenery not disassembled booked created ready to go. Your price increased for the amount of special packing you would require and we are an interstate household goods carrier/broker. These are not standard pieces of furniture the movers can even disassemble and be covered under the carrier's insurance. Our aim is always to provide excellent customer service and ensure that our clients are well informed about their moving plans. You did not order any packing to be done on the original estimate. This was not disclosed to us prior to the scheduling of the move. We move taxidermy statues in many residents homes that have these pieces packed professionally by a 3rd party that specializes in packing these. The price you were given reflected the services you wanted and ordered last minute.We also want to clarify that your reservation fee is non-refundable, but it can be applied to another move or transferred to a friend or family member's move within 24 months. We appreciate your understanding of our role as a broker and your willingness to work through the challenges you faced during this process. If you would like to reschedule the pick-up and have time to pack these items securely, please let us know, and we'd be more than happy to assist you in moving forward. Your feedback is valuable to us, and we're committed to addressing any concerns you may have. Please let us know if you have any further questions or requests. Your satisfaction is our priority.

Response from State to State Moves IncAug 22, 2023

Dear Sarayu, Thank you for sharing your feedback. We appreciate your concerns and would like to clarify a few points. Our team has been dedicated to maintaining open lines of communication through emails, calls, and texts, ensuring a seamless experience for you. We want to assure you that our credentials are verifiable, as we are registered both as a Broker and Carrier entity on the FMCSA DOT GOV website. This registration serves as proof of our legitimacy and credibility as a motor carrier/broker this information is all able to be viewed directly at https://ai.fmcsa.dot.gov/hhg/SearchDetails.asp?ads=&id=30179383&id2=31965229&f=search%3D3%26CNS%3D1%26CN%3DBronze%2BStar%26DOT%3D%26MC%3D%26Submit%3DSearch. Regarding the quote provided on May 10th, 2023, we ensured that it included all relevant details and adhered to the required legal standards. Our goal is to offer transparent estimates that encompass all items and services requested. It’s essential to note that binding estimates are calculated based on the inventory list provided by the customer. Any additions or modifications to the inventory list will naturally affect the final cost. Understanding Your Estimate- By signing this Binding Estimate for Services, the 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. However, if additional inventory is added or if extra services are added, then the estimated cost will change. 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. To avoid unexpected charges, we took the initiative to reach out to you on June 16th and revised the estimate, incorporating the changes you had requested. This included a considerable expansion in inventory and distance. The updated estimate of $4,715.16 reflected the increased scope of the move, encompassing additional services and accommodating the long journey from California to Brooklyn, NY. We also aimed to be upfront about potential additional fees, such as those related to stairs, long carry, and shuttle service. These were outlined in the estimate to ensure complete transparency. Our intention was never to hide any costs or services. While we understand your frustration, it’s important to highlight the significance of notifying us about modifications to the move’s details well in advance. This practice helps us provide accurate estimates and avoid any surprises during the pick-up process. We genuinely regret any misunderstanding that led you to feel dissatisfied. Please know that we always strive to address our customers’ concerns promptly and professionally. We are disappointed that you felt compelled to label us as a scam, as this does not align with our commitment to delivering high-quality service. We sincerely hope that your move to New York goes smoothly, and we remain available to assist you with any future inquiries. Thank you for considering us for your relocation needs. Best regards, Bronze Star Moving and Storage Chloe Miller

Response from State to State Moves IncAug 21, 2023

Hello Terri, We truly appreciate you sharing your experience with us, and we apologize for any miscommunication or frustration you may have experienced during your move. Our goal is to ensure a smooth and stress-free moving process for all our customers, and it seems we fell short of your expectations. We understand that moving can be a challenging and overwhelming task, and we sincerely regret any inconvenience this caused. Our customer service department worked diligently to assist you throughout this process, and we want to address your concerns. We were booked 4 days before you needed the pickup of a long distance move. Most clients book moves 30 days at least ahead of the dates they need to make preperations. When we initially scheduled your move, your shipment fell under the 2,000 lb minimum. We provided you with a Binding Moving Estimate in accordance with regulations and US DOT guidelines. It's important to note that this type of estimate locks in the price as long as you don't add additional items or services beyond what's specified. We attempted to communicate with you before the move to review the inventory and ensure accuracy. However, due to the last-minute scheduling, we couldn't conduct a comprehensive update call. We emphasize that advance planning and communication can greatly contribute to a successful cross-country move. During the loading process, the movers promptly notified us of a significant increase in the size of the shipment compared to what was initially communicated. We immediately provided you with options: - you could keep the original inventory and price, - 2nd option you could have choosen to include the additional items and receive a revised estimate. Unfortunately, you declined both options and decided not to proceed with the move. We understand that emotions can run high during a move, and it's our aim to provide transparent and accurate information. We do acknowledge that our communication could have been clearer and more upfront about our role as a broker in the moving process. We want to assure you that our website openly states our status as a licensed interstate household goods broker and common carrier. " You can view all of this openly on our webiste which is legally oporating and upfront with who and what we are. www.bronzestarmovingandstorage. The problem was you started to talk to other movers after refusing the bid with the new list of inventory you wished to add on the day of loading. They told you "bait and switch." Not a carrier. Also even saying how moving compared to a death in the family or as emotional as getting married or divorced. However, we addressed all your concirnes and we rehendered service as we stated on your Binding Moving estimate. We can not ask movers to move items free of charge. Here and there we do for smaller items like a few extra boxes. This was not a few extra boxes. We respect your decision to share your experience, and we are committed to learning from this situation to better serve our customers in the future. We're truly sorry that your moving experience didn't meet your expectations, and we genuinely wish you the best in your future endeavors. Take care and all the best, Chloe Miller " You can view all of this openly on our webiste that is legally oporating and upfront with who and what we are. www.bronzestarmovingandstorage. The problem was you started to talk to other movers after refusing the bid with the new list of inventory you wished to add on the day of loading. They told you "bait and switch." Not a carrier. Also even sayinghow moving compared to a death in the family or as emotional as getting married or divorced. However, we addressed all your concirnes and we rehendered service as we stated on your Binding Moving estimate. We can not ask movers to move items free of charge. Here and there we do for smaller items like a few extra boxes. This was not a few extra boxes. We wish you the best of luck! Take Care!

Response from State to State Moves IncJul 27, 2023

Dear Kathleen, We apologize for the stress and inconvenience you experienced during your move. We understand that moving can be overwhelming, and we appreciate you taking the time to share your feedback. We’d like to address your concerns regarding the cost discrepancy and clarify our policies. Firstly, we want to assure you that we are not a “bait and switch” business. Our intention is not to deceive customers with fraudulent practices. Bait and switch involves providing a low estimate to lure customers and then demanding significantly more money. We operate transparently and adhere to federal regulations in providing Binding Moving Estimates. When you initially listed the items for your move, we provided a Binding Estimate based on that list and the services requested. However, you made changes to the inventory, increasing the cubic footage, and adding items not included in the original estimate. As a result, the cost of the move increased accordingly, as outlined in our terms and conditions. We allow our clients to review and amend the estimate before loading takes place, providing an opportunity to ensure everything is accurately listed. Any additions or changes made after the initial estimate naturally affect the final cost. Regarding the date change fee, we understand that life can be unpredictable, and we try to accommodate date changes whenever possible. However, last-minute changes during the busy season require extra efforts on our part, including arranging trucks from other states. As such, there are associated costs, which are clearly outlined in our estimate terms. We strive to be transparent about additional fees, and we list them in the estimate, including the credit card processing fee. While we prefer certified funds for loading, we accept credit card payments as a convenience for our customers, despite incurring a 6% merchant fee. We genuinely care about our customers and operate with high moral standards. Our goal is to make the moving process as smooth as possible while providing accurate estimates and being upfront about any additional charges. We apologize if there was any misunderstanding, and we value your feedback to improve our services. If you have any further questions or concerns, please don’t hesitate to reach out to us directly. Thank you for your understanding. Sincerely, Customer Support Team

Response from State to State Moves IncJul 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

Response from State to State Moves IncJul 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