ComplaintsforUnited Van Lines (Canada) Ltd

• Initial Complaint

  13/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Please find the formal complaint letter attached.

  Customer response

  13/02/2024

  Hello,
  
  You can find the brief outline of what is happening and what I am seeking from the business to resolve it below.
  
  During a move managed by a this moving service, my ** ** ** **** television was damaged due to being exposed to extreme cold temperatures (-30°C/-22°F) after the moving truck broke down. Despite not turning on the TV for over 48 hours after delivery to avoid damage from the cold, it was still inoperable. My claim for compensation was denied by the moving service, which I found surprising and unjust, considering the circumstances were beyond my control.
  I am now seeking a fair resolution, including a reevaluation of my claim with the hope of receiving partial reimbursement for the television or another form of fair compensation. I expect a response within 14 days to avoid pursuing legal recourse and/or involving consumer protection bodies. I hope for a prompt and positive resolution that acknowledges the inconvenience caused, and I am open to discussing this matter further through direct communication, hoping to maintain my patronage with the company if this issue is satisfactorily resolved.

  Business response

  14/02/2024

  Dear Mr. *****,

  We appreciate you taking the time to communicate your concerns through the BBB regarding the damage to your television during your recent move with United Van Lines (Canada) Ltd. We understand the frustration that can arise from such an unfortunate incident and apologize for any inconvenience caused.

  Upon reviewing your claim, we must address several key points regarding the circumstances of your move. Firstly, we acknowledge the unexpected delay caused by the mechanical issue with the moving truck, resulting in an additional 2 days of transit. However, it's important to note that your shipment was planned to be in transit for 20 days, and the extension by 2 days does not significantly alter the overall transit duration. Therefore, attributing the damage to your TV solely to these two additional days is an unreasonable assessment.

  Furthermore, we understand your decision not to purchase coverage for your items and recognize that extreme weather conditions can pose risks to electronic devices. While we sympathize with the situation, we must clarify that our responsibility as a carrier extends to the safe transportation of goods under normal conditions. As such, we must adhere to industry standards and guidelines, and unfortunately, we cannot be held liable for damages resulting from circumstances beyond our control, such as extreme weather conditions during transit.

  Nevertheless, we take your concerns seriously and want to ensure a fair resolution. We have conducted an internal investigation, and at this time, there is no evidence of mishandling or that the television is not working as a result of the relocation. However, in the interest of transparency and resolving this matter amicably, we recommend having the TV inspected by an authorized ** TV repair shop to determine the specific issues and causes of damage.

  Should the inspection report indicate that the damage was a result of mishandling during the move, we encourage you to submit the report for further consideration. We are committed to addressing valid claims promptly and fairly.

  We appreciate your patience and understanding in this matter. Please feel free to contact us directly at ******@********.ca to discuss this further or provide any additional information you may have.

  Sincerely,

  Louise B.
  Customer Care Representative | Customer Care

  Customer response

  20/02/2024

  
  Complaint: ********
  
  Dear United Van Lines Ltd.,
  
  I hope this message finds you well. Following our recent communication and as per your suggestion, I reached out to **'s technical service for an assessment regarding the damage to my TV incurred during the move. The technical experts at ** have informed me that it is challenging to pinpoint the exact cause of the damage, whether it was due to physical mishandling or the adverse effects of being stored in extremely cold temperatures.
  
  In light of this, and to foster a constructive resolution to my complaint, I propose a solution that I believe is fair under the circumstances. If United Van Lines Ltd. is willing to cover the labor charges for the repair, which have been quoted at $150, I am prepared to consider the matter satisfactorily resolved. This compromise seems reasonable, reflecting a shared responsibility for the unfortunate situation and a commitment to customer satisfaction.
  
  I trust that this proposal demonstrates my willingness to work towards a positive outcome for both parties. Covering the labor charges not only showcases your company's dedication to exceptional service but also reinforces the trust that customers, including myself, have in your business.
  
  I appreciate your prompt attention to this matter and look forward to your response. Should you have any questions or require further details, please do not hesitate to contact me.
  
  Thank you for considering this resolution. I am hopeful for a swift and amicable conclusion to this issue.
  
  Warmest regards,
  **** *****

  Business response

  29/02/2024

  Dear Mr. *****,
  
  Although the Carrier is not able to accept liability for this item, in the spirit of compromise and as a gesture of goodwill, our cheque in the amount of $150.00 will follow shortly by mail.
  
  Kind regards
  
  Louise B.
  Customer Care Representative
  

  Customer response

  12/03/2024

  Dear United Van Lines (Canada) Ltd. Team and Better Business Bureau,  
  
  I hope this email finds both parties well. I wanted to extend my heartfelt gratitude for your patience, support, and the collaborative efforts in resolving the complaint I filed. Additionally, I would like to explain that my delay in responding was due to awaiting a direct mail from the business regarding this issue, which I believed was essential for a comprehensive resolution.  
  
  To the Better Business Bureau, your platform has been instrumental in facilitating a fair and effective communication channel between consumers and businesses. I deeply appreciate the guidance, professionalism, and integrity with which my case was handled. Your commitment to ensuring consumer satisfaction through mediation is invaluable.  
  
  To the United Van Lines (Canada) Ltd. Team, thank you for your understanding and for the steps taken to address my concerns. Your prompt and considerate response has not only resolved the matter but also reinforced my confidence in your commitment to customer satisfaction. This experience has truly exemplified the importance you place on customer service and the lengths you go to ensure a positive outcome.  
  
  As an acknowledgment of our resolved matter and the exceptional service provided by both the BBB and United Van Lines (Canada) Ltd., I kindly request that this message be ******** to the case file. This gesture is intended to highlight the positive resolution achieved through our collaborative efforts and the high standard of care both parties uphold.  
  
  I am grateful for your patience and the opportunity to await the necessary communication from the business, which ultimately facilitated a satisfactory resolution. Thank you again for your dedication to resolving customer concerns with such diligence and empathy.  
  
  Warmest regards,
  **** *****

• Initial Complaint

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - Employed by the Federal government and in February 2023 offered a new position at a new location. Along with the offer, I was entitled to relocation costs coverage under **** and the National Joint Travel Directive (NJC), including a full pack and move by United Van Lines. - Packing day was July 19, loading date was July 21. - All goods packed by 2 ladies. - All goods loaded by a crew of 1 adult and 5 high school kids. - Hot tub was emptied and easily located, as per the PreMove Information Booklet, - Goods sat in a transport until August 31, along with goods from come other location. Month of August was very hot. - Day of unpacking, the house was fully furnished, so goods stored in the attached double car garage ad hot tub put at back on concrete patio, where it would be set up. Good unloaded again by 2 adults and 3 teenagers. - Hot tub damage reported day of unloading, a form was completed and I have a copy. Pictures were taken of the damage and sent to United Van Lines in a claim. - We did our own unpacking, as the house was furnished. It came to our attention that we had nearly $2000 worth of women's articles missing and unaccounted for. - Claim denied by United Van Lines, as they stated "Unfortunately, it has come to our attention that your household goods were delivered to a garage vs. to your residence on the date of delivery. For this reason, the carrier is not able to accept liability." - The hot tub, and all our goods were delivered to our residence. The hot tub was put exactly where we would have used it. - I realize that because we unpacked out goods, we are out of luck for the $2000 worth of missing goods, but the hot tub issue was done by the book, as it was prepared as they asked for and damaged while in their possession and storage. - The hot tub was delivered to our residence, hence making their reasoning unwarranted. - We are asking for restitution of $8000, the value of the hot tub, which was also given to United Van Lines.

  Business response

  06/11/2023

  Thank you for reaching out regarding your recent relocation. Please allow us some time to look into this matter further for you and we will get back to you as soon as possible.

  Customer response

  20/11/2023

  Sorry for the delay, as I was back and forth in contact with *****. 
  
  They are only offering to cover $3250 towards my hot tub. They are stating, “The settlement we have detailed for the soft tub is our maximum liability.  The item is of indeterminate age, i.e. no available serial number to verify when it was manufactured.  In addition, it was not declared as a high value item on the form provided for this purpose (in excess of $5,000.00) as is required by the contract that governed your move. The estimated depreciated value has been issued to you in the amount of $3,250.”
   
  
  Even thou the hot tub at the time, we had not estimated it to be over $5000.00, as we only paid approx.. $4000. Had we known the high probability of damage, we would have looked in it more, but honestly, everything was so rushed by them.
   
  
  Lastly, regarding the articles that seem to have never made it on the truck or disappeared from the truck, they had this to say: “Unfortunately, without documentation to substantiate missing articles, we cannot accept liability for them.”
   
  
  All this, to express my deep disappointment and frustration with the services provided by ***** moving, during my move from Alexandria to Portland. I had expected a smooth and stress-free relocation, but unfortunately, my experience has been far from satisfactory.
   
  
  Upon unpacking my belongings, I discovered that several items were missing altogether, and to my utter disbelief, it appears that they were stolen during the moving process, as they cannot be located anywhere. This has been an extremely distressing experience, and I feel compelled to bring these issues to your attention.
   
  
  I understand that unexpected incidents can occur during the moving process, but the scale of damage, loss, and theft I have experienced is unacceptable. As a customer, I entrusted ***** Vanlines with the responsibility of ensuring the safe transport of my belongings, and the current state of my possessions reflects a blatant disregard for professionalism and care.
  
  
  Thank you 
  Serge Picard 
  
  613-676-2684 
  

  Business response

  20/11/2023

  Good day,

  Please note, ***** Van Lines is an entirely different company. Your employer contracted United Van Lines to provide your relocation services.
   
  We have paid you an advance of $3,250.00 towards replacement of the hot tub. Once the item is replaced, submit your receipt for additional reimbursement up to the carrier’s maximum liability of $5,000.00. ********** ****** ********.
  
  Your employers Pre-Move Information Booklet provided to you prior to your relocation explains High Value Items, the High Value Inventory form, and what is required prior to shipment. Your signature on the form acknowledges that you have read and understand the information contained in the booklet, *** ********.
  
  As noted in the Pre-Move Information Booklet, do not sign the inventory until you have examined your goods and noted any damaged or missing items on both the driver’s copy and your own copy of the inventory. If you fail to note damages/losses at this time, this portion of your claim may be jeopardized. You did not note any missing items at the time of delivery to your garage. As such, the carrier is unable to accept liability for missing items.
  
  If you suspect theft, we recommend you file a police report and provide a copy to our office.
  
  Regards
  
  Louise B.
  Customer Care Representative
  United Van Lines/Mayflower

• Initial Complaint

  13/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are filing a claim for a broken freezer during a move with United Van Lines. Initially, we received an email confirmation with an attached PDF, which included the move price and our purchased valuation for full replacement coverage. However, after the move, United Van Lines declined to fully cover the cost of the freezer, citing the terms and conditions stated in their bill of lading. The main issue we encountered is that the emailed bill of lading we received when reserving the move did not contain any terms and conditions for us to review and sign on moving day. Furthermore, the bill of lading was only presented to us after the moving truck had already been loaded. Despite the freezer's original cost of $1,000, United Van Lines only offered partial coverage. We have become aware of similar cases reported in other cities, suggesting potential unethical practices resembling bait and switch tactics. Therefore, we strongly request an investigation into these immoral practices. While we would appreciate receiving the remaining $500 owed, our primary objective now is to urge the BBB to take appropriate action in order to protect future consumers from experiencing the same frustrations and financial losses we encountered. Please note that the contract is under the name ******* Poulter, but I have been handling all communication with United Van Lines on her behalf.

  Business response

  17/07/2023

  While valuation coverage was purchased, it must first be determined that the damage being claimed is new and due to mishandling on the part of the carrier. At the time of delivery, there was no physical damage to the freezer noted.
  
  The damage being claimed is of a mechanical nature. Mechanical malfunctions are excluded from the carrier’s liability as we cannot know the functionality prior to transport. A service company inspected the 16-year-old freezer and found it was not cooling as there was no freon in the system, likely due to a leak. This would not be considered new transit related damage. Worn parts or the age of an item can cause mechanical malfunction to occur at any time.
  
  The customer indicated that the freezer was working prior to the move. Although the carrier did not cause any physical damage to the freezer during transport, as a gesture of goodwill a settlement of $500.00 was provided. No further settlement will be issued.

  Customer response

  18/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The freezer was working when it was picked up and broken when it was dropped off.  

  As I have emailed the BBB all of the information we were sent upon booking the move, please show me where in the terms and conditions it states that mechanical damage is not covered under the Full Replacement Coverage plan we purchased. 

  Sincerely,
  ****** ******

  Customer response

  25/07/2023

  
  Complaint: ********
  

  Hello Heather,
  
  Can you please ask United Van Lines to specify in the documents provided to us when reserving their services and PRIOR to beginning the work, where we can find the terms and conditions mentioned in your last message?
  
  We have already submitted all the forms we received to the BBB, but I will attach them again to this message for reference.
  
  Thank you once again for your assistance. 

  Business response

  28/07/2023

  Conditions of Carriage and Exceptions from Liability are on the reverse side of the Bill of Lading. The settlement we issued was a gesture of goodwill on our part and does not constitute acceptance of Carrier liability for the mechanical malfunction of a 16 year old appliance. 
  

  Customer response

  28/07/2023

  
  Complaint: ******** 

  Thank you for completely ignoring my question. I am assuming you did this because you know the answer is that you DID NOT provide us with this information prior to reserving services or loading our belongings into the container.  This doesn't seem line a very honest or transparent way to conduct business.  How are we supposed to make an educated decision about what we are purchasing if we are not presented with that information in advance?  Our decision was made on the information given to us from the sales consultant and the information available on your website.  Since neither said anything about the the terms and conditions you are now referring to how can you enforce policy that was not disclosed until afterwards?       

  Business response

  14/08/2023

  The customer did sign on the face of the Bill of Lading. By way of her signature, she confirms she is the legal owner of the shipment and that she has been directed to read the conditions of carriage on the reverse side of that document. If she did not follow that directive the onus is on her.  

  The person filing the complaint claims she was not provided with a copy of the conditions of carriage which are written on the back of the document she signed. If at that time she did not agree with the terms of her moving contract, she could have refused to allow the loading of her shipment. 

  Despite these factors and having no liability for the mechanical malfunction of her 16-year-old freezer we paid her $500.00 as a goodwill gesture.  

  The customer had the option of cancelling her move but chose to proceed and by way of her own signature she was directed to read the conditions of Carriage at the time of loading.

  Customer response

  15/08/2023

  
  Complaint: ********

  So, let me confirm if I understand this correctly. You made a last minute swap of the contract without notifying the client, and now you're suggesting that it's her fault for assuming she hired an ethical business?
  I'm also quite curious to know, after the container had been loaded and locked, what would have occurred if ******* had realized that the contract had been switched, and she didn't agree to the new conditions on the backside that were suddenly presented? Would your team have had to invest an additional 8 hours of overtime to unload everything and return it to its original positions in the house?
  

  Could you please elaborate on how this kind of behavior isn't effectively holding the client ******* to your unilaterally altered terms and conditions? Especially considering that most individuals who are moving hire a moving team for a date close to when they need to vacate their current residence?

  We would greatly appreciate a clear explanation to address these concerns."
  

  Business response

  18/08/2023

  We have addressed the customers concerns several times and provided a goodwill settlement. There is nothing more we can do. 

• Initial Complaint

  03/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I used the company to relocate from Toronto to Ottawa. During shipment, the moving company damaged four items and there is one missing item. This includes one table, one desk, one-floor lamp, one bookshelf, and one missing item 127. Pictures and correspondence have been sent via multiple items including Dec 16th, Dec 20th and Dec 28th. I initially sent the request to Sonia O.on Dec 8th and submitted the claim and get an automatic Order No. *********** on Dec 14th. Then I got an email from Debra V. . I contacted Debra four times but Debra is unresponsive to my replied emails on Dec 16th, Dec 20th and Dec 28th. I am not sure if Debra continues to work for this company however I see zero customer service skills. I have sent the request multiple times without any explanation or apology from the company further. There is no one contacting me since i submitted the damage claim. I am ghosted. Please be advised that the bookshelf should also be added to the claim. This was already noted on the forms. Total Amount Claimed without the bookcase was submitted for $593.79. I requested $593.79 plus the bookcase to be reimbursed asap. thanks

  Business response

  04/01/2023

  We confirm receipt of the Mr. ****'s claim filed in our office on December 14th,  and we did acknowledge receipt of this claim in writing on Dec 16, we implemented a nation wide trace for his claimed missing carton. 

  Trace responses can take up to 10 business days to be received.   Unfortunately, this bought his claim into the holiday period which created a delay.   However, a settlement has been issued to him today along with our request for him to replace his damaged items and submit the actual replacement invoices to our office for final adjusting purposes.   An advance payment has been issued and the carrier does have 45 business days to settle

  a claim and we are well within this time frame. 

• Initial Complaint

  28/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My grandmother passed away somewhat unexpectedly with none of her children living in Ottawa. We needed to move her items from Ottawa to Winnipeg, Calgary, and Whitehorse. The Winnipeg delivery being time sensitive. Move was booked June 16 with a delivery window of June 30 to July 13 (which was completely missed). The biggest issue is they have lost or ****** a box of memorabilia which was part of the Whitehorse delivery. Since this was reported August 1 there has been no details provided on where the box went missing or what has been done to locate it. All they say is "a trace has been put out but nothing has come up yet." They wanted us to submit a claim, which we did September 8 (despite not liking it seems focused on a cash settlement, we don't want a pay out, we want the box found and delivered). Since then, more of the same lip service about a trace, but when asked for details on what has been discovered - nothing. Because of the silence it is hard to believe they are even searching for the box, which was tagged with a number and labeled with the Whitehorse address and mobile number of that address. They should be able to at least say where it might have been lost. We also want them to contact their other deliveries to see if it was delivered to another client. The driver who took everything from Ottawa to Calgary (stopping in Winnipeg) had his three young children with him and was witnessed, unloading other clients' items on the street leaving them only supervised by the children, and then children were seen moving boxes around. Through this negligence it is possible the box was ****** while unsupervised or a child walked it into someone else's home if the box isn't sitting in one of their storage units. **** was who we booked this move with, so I complaint was also filed with them in the hopes someone helps us get this box found. Both companies have been awful to deal with and it has made a difficult time even worse.

  Business response

  03/10/2022

  Our file No. **** ***** **

  A Nation-wide trace has been issued and will remain in effect indefinitely.   The fact that the missing carton has **** *****’s name and address on it, is a good thing, as this should help identify the carton when it is located / found.
  
  The Carrier has issued this trace notice to all parties involved with the move, we have communicated by email and phone to the movers involved and every effort is being made to check warehouses, with other shipments/customers, that had goods on the same truck.    
  
  Unfortunately, as of today nothing has been located.    If Mr. ***** feels a theft has taken place, he should proceed to notify the authorities. 
  
  Even if settlement has been issued to Mr. ***** and the carton is located (after the fact), we would still return this item to him.

  Customer response

  07/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  We still want a detailed list of who has been contacted when and if they responded. As your customer service staff have pointed out this was a confusing move as clearly you’re only able to do very simple A to B deliveries and are constantly mixing up the details. Obviously this points to deep unprofessional disorganization within your business, making it hard to trust you.
  
  For instance, the box does not have my name on it, the name on the box is ***** ***** as that was the third and final delivery location. So if your trace has been saying to look for a box with my name that is wrong and may be contributing to it not being found (although it also has the Whitehorse address and *****’s phone number on it, but I can see your staff missing those details).
  
  In another instance Michelle who is handling the claim we were forced to submit used the bill of lading from the Winnipeg delivery to point out the missing box wasn’t mentioned on the signed page. As it should be apparent, the box was part of the third and final delivery to Whitehorse, not Winnipeg, so the Winnipeg bill of lading has no relevance to the missing box.
  
  This all makes me concerned you have not reached out to “all parties involved” as United staff keep making these mistakes.
  
  Since you have provided no details on when the box was lost in your system it is hard to know which authorities you want me to contact to report the ***** of this box. What do you recommend? Can you tell us the last time this box appeared in your system?
  
  Again, we really just want you to find the box with our deceased loved ones’ memorabilia, and very little has been done to prove you have tried as all evidence points to you not caring.

  
  Sincerely,
  
  **** *****

  Business response

  12/10/2022

  Dear Mr. *****, 

  In response to your recent correspondence, we able to advise that we have not received all responses to our trace efforts.   Your shipment was picked up in Ottawa and placed on trailer with other shipments on it. 

  We have reached out to each of these people in an effort to locate your missing carton.   In addition, ***** ****** *** ******* have checked their entire facility.  We are unable to provide you with a list of the other 

  customers who had mixed shipments on the same trailer with your goods, as this is confidential information.  I can assure you every effort is being made to locate the missing carton. 

  The fact the ***** *****'s name is on the carton rather than yours will not make a difference as the Whitehorse address is also on the carton.  

  Since this shortage was first discovered at the time of delivery in Whitehorse you should report this loss to the Whitehorse authorities.  

  We do understand the significance of this missing carton to you and your family, and we will continue to do everything we can to find this item.  

  Customer response

  18/10/2022

  
  Complaint: ********
  
  ****** *** **** ** *** * **** ***** *** * ****** ******** ******* ******** *** ********* We accept aspects of the response and appreciate the further information, but don't see this as case closed.

  We appreciate confirming that the Ottawa facility was thoroughly checked. What about the Calgary and Whitehorse facility? And any other facility it may have been off loaded at that we don't know about?

  To be clear, was not asking for the names of your other clients, but an idea of how many there are and how many have responded to the enquiry (for example, there were 10 clients between Ottawa and Calgary, 8 responded, 2 haven't, there were 5 clients between Calgary and Whitehorse, none responded, etc.).

  Can you provide that info?

  Can you also tell us when you'll have gathered responses from everyone? It has been over 2 months since the box went missing and is concerning that you haven't managed to reach everyone.

  
  Sincerely,
  
  **** *****

  Business response

  27/10/2022

  As you will see from the attached origin inventory listing the contents of this portion of the shipment was received on June 17, 2022.  It was tagged and listed with orange tags starting at tag number 011 thru to tag 030 and on delivery August 1, 2022, in Whitehorse, the inventory was signed off confirming the entire shipment was delivered.   Nothing was noted as missing at that time.   It was a few days later when ***** ***** informed Kelly S. that she did not receive tagged item 30.  A White Wine Box. 
  As soon as this was brought to our attention, we implemented a nation-wide trace for this carton. 
  ****’s ****** *** ******* facility was checked, the long-haul driver was consulted and confirmed he delivered the entire shipment to Pacific Northwest facility in Edmonton for furtherance to Whitehorse.  The Manager at the Edmonton location confirmed all 20 pieces of this shipment did arrive at their facility and was placed on a skid at that location, it was shrink wrapped to ensure the entire shipment stayed together.   On arrival at Pacific Northwest facility in Whitehorse the shipment was moved while remaining on the same skid, to a smaller truck for delivery.   Pacific Northwest facility in Whitehorse was also checked even though the shipment was moved directly from the long-haul trailer to the smaller trailer and was never brought into their facility.     The missing carton was not located at any of these locations.  
  
  We also consulted with all mixed shippers, and all have responded confirming they did not receive this carton.
  It is for this reason we recommended the authorities in Whitehorse be contacted as it appears the only place this could have gone missing would have been in the Whitehorse area.   We are more than willing to assist the authorities with their investigation.          

  Customer response

  01/11/2022

  
  Complaint: ********
  
  I am rejecting this response because facts are incorrectly stated and proof of receipt at various locations as stated is not provided.

  First of all, as I have said before, my mother *****, signed for the shipment as she was pressured to by the driver despite the form being illegible (as you can tell). She was very distressed seeing her deceased mother's belongings in her house which caused her to be unable to tell your driver to back down from rushing her and wait for her to check the photos to make sure everything was there. She did this after he left within a half hour and noticed the missing box. She alerted him immediately. Furthermore, as you can see from the PDF email communication attached in the original complaint, she let Kelly know that same day about the missing box. Please read your files carefully before yet again trying to blame us for your unprofessionalism.
  
  Second, the delivery was not shrink wrapped on a skid on the smaller truck when it was dropped off in Whitehorse. So clearly something else happened that should be investigated. Have other clients who were delivered to that day in Whitehorse been contacted regarding an extra box? 
  
  Since you like to bring up what documents we signed, what documents did the long-haul driver sign? The Manager in Edmonton? Please provide these.
  
  If you are correct that the box made it to Whitehorse, that means it was either left on the truck and delivered to someone else or one of your workers stole it. We’d like to make sure you checked about the former (and are correct it made it to Whitehorse) before we need to pursue the latter.
  
  
  Sincerely,
  
  **** *****

  Business response

  07/11/2022

  This shipment consisted of 20 pieces and all 20 items were listed on the Inventory of Articles Shipped.  The Inventory of Articles Shipped is the delivery document presented to the customer at the time of delivery for reference and confirmation of receiving the shipment in the same count and condition.  The Inventory of Articles Shipped was signed by the shipper without annotation of any issues with the count or condition of the shipment.    
  Regardless of the shipment being received in the same count and condition, we searched for the carton the shipper claims is missing. The results of the search have not resulted in a carton being found.  
  A goodwill payment has been issued to ***** ***** for the carton, despite there being no record or evidence to support a carton is missing. 

  As requested, attached is the check-off used at our internal transfer of the shipment – completed by Pacific North West in Edmonton.
  You will note that the inventory items listed on the Inventory of Articles Shipped and tagged as items 11 through 30 have been checked off as received at the time of transfer.  

  Customer response

  17/11/2022

  
  Complaint: ********
  
  May I ask, have I been emailing the same person this entire time? It feels like it is someone new responding each time and that previous messages are not read at all and that the most recent message is only scanned. I am tired of repeating myself. 
  
  But here we go again.
  
  Nothing was annotated at delivery as your driver pressured my mother (who was very emotional seeing her dead mother’s things in her house) into signing quickly. He also did not call out tag numbers or let her check them off (as **** told us would be done). Just shoved an illegible sheet at her, demanding she sign.
  
  Until this message we had no idea a payment had been issued. This has never been what we’ve been asking for. We just want that box which was lost by United Van Lines.
  
  Thank you for finally sending proof it was received in Edmonton. We’ve been asking for this from the beginning, nice to have it after months of repeated asking.
  
  ONE FINAL THING WE NEED YOU TO DO – Please let us know if other clients in Whitehorse who were delivered to on August 1 were contacted and asked if the box was delivered to them accidentally.
  
  Again, not the first time we’re asking this. We want to be sure before we accept it was ****** while under your care and go to the authorities.
  
  Sincerely,
  
  **** *****

  Business response

  23/11/2022

  Yes, this is the same person responding to your messages.  

  We understand why the delivery documentation was signed at the time of delivery, without annotation of anything missing.   

  Payment was issued to you as we are unable to leave this matter open for an indefinite period.  Our nationwide trace remains in effect, and should we locate this carton it will still be returned to you.  

  All parties on the same trailers as this shipment have been contacted and no one has received this missing carton.  

  Respectfully

• Initial Complaint

  30/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I moved in July of 2021, submitted a claim in november of 2021. My large appliance and furniture claims were fixed by febuary of 2022. However, my electronics were denied with the statement that because a tech did not inspect them upon packing i was not entitled to a claim. I responded with that, its up to the company to do the inspection at origin, companies responsbility. Ive also provided the serial numbers and pictures of the items, ive asked for updates on what company (technician) i can bring my electronics to, to get them evaluated on paper for it to state it was due to moving, but she (united van lines) has stopped answering. When unpacking, the unpackers even wrote down that my surround sound **** and other electronics were found in a box UNWRAPPED, with a copper weight ontop. But still the company gave the response that because it wasnt inspected at origin its not covered, also first time responding to my claim and they wrote me back with somebody elses items in the spread sheet, when i told them it wasnt mine. They changed the wording and sent me back the exact same denial just with the proper items listed. The tech whom came to fix my furniture and dryer also took pictures of the items and wrote down the damage but i have yet to receive a cheque for the damage, or replacement assets. The original cheque offered was not cashed, and was shredded, there for i did not agree to any of the terms of my claim. Last email received march 1, have yet to receive an email back to my email.

  Business response

  24/06/2022

  Business Response /* (1000, 5, 2022/06/13) */ On December 7th, 2021 we wrote to the consumer requesting that her electonic items be taken to a qualified service party for assessment and confirmation that the damage to each item was a direct result of mishandling by the Carrier. We have never received this assessment report, which would allow us to address these Claim items. The Carrier will cover any charges levied for this assessment report, on receipt of the applicable invoice. As small items such as controllers and gaming consoles are easy for the consumers to take into a local shop, we do not arrange for this servicing. We can suggest a local service shop in the area but it is entirely up to the consumer as to whom they choose to conduct this inspection. A company in this area that specializes in gaming consoles is ********** and their toll free number is XXX-XXX-XXXX and they are located in Halifax. We await a diagnostic report in order to proceed.

• Initial Complaint

  31/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was moved by this company with the understanding was I have 3 months to claim any damages to my belongings. Items were damaged beyond repair and parts were missing to other damaged items. I filed a claim within this period because there were several items damaged to the point that they could no longer be used. The company refuses to take responsibility for the damages which they caused. **********************************************************

  Business response

  12/04/2022

  Business Response /* (1000, 11, 2022/02/03) */ We have reached out to this person by email to request more information on her move. Currently we are awaiting her reply. We have no record of ever receiving a claim from this person.

• Initial Complaint

  05/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of the initial deposit of $500 to reserve my move from Bowmanville, ON, to Montreal, QC, was the beginning of June 2021, for a move date of July 16th, 2021. The rest was paid on July 30, 2021, upon delivery: $4142.39. I paid in total: $4642.39 United Van Lines committed the following: ********* **** was working on behalf of them for the long distance move & that they would provide care to my belongings, especially those that were sentimental & fragile as initially expressed To have my items moved into my reserved storage unit for July 22, 2021, in Montreal They would support & guide me along the way & make my move smooth Nature of My Dispute: Lack of respect and communication for both me & my belongings once my deposit was provided Prolonged & delayed communication from Head Office Not getting professional or proper responsiveness or attention from the person titled Senior Customer Care Rep A cheque was promised since August 19th, 2021, & nothing received as yet (we are Dec 22, 2021 now) I would like the claim process to proceed on with a more senior person or an executive who will see this through promptly & consistently & professionally I want confirmation that there was or was not an exemption report from the people who moved my items into the storage facility on the 30th of July, 2021 - I would suggest someone from UVL head office contact them & not ********* **** - as this is where the gap of my move delay occurred I would like compensation especially for the damaged goods belonging to my grandmother - I have also included specific notes in the claims form provided to United van lines at the beginning of August And finally, I would like to know EXACTLY what happened & why there was a delay in my move that I reserved properly & well in advance at the beginning of June & why my belonging were handled the way they were between Ontario & arrival in Quebec Order # XXXX-XXXXX-XX - this is my assigned move & reference # Image & emails available upon request

  Business response

  05/04/2022

  Business Response /* (1000, 5, 2022/01/07) */ Contact Name and Title: Tammy Sweetman - Manager Contact Phone: XXXXXXXXXXXXXXX Contact Email: *********@moverone.ca The customer's shipment did deliver later than expected as a result of the pandemic and labour shortage. We did refund $800.00 to the customer for this inconvenience. Therefore his total moving charge was reduce to $3,342.39. In regard to the claim damages, we have been waiting for the customer to advise when his shipment would be coming out of storage, so we can arrange for his claim damages to be inspected by a local service company. His claim file remains open pending an inspection of his damaged items and settlement has yet to be issued. If the damaged goods are now available for inspection the customer has not informed our office of this fact. But we will reach out to him at once. Consumer Response /* (3000, 7, 2022/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Good morning, I waited to talk to whoever was going to call me from UVL as mentioned in the response, but have not received a call/ or voice message since the response from UVL was sent last week. The "pandemic and labour shortage" as an excuse during that time frame is unacceptable and it does not answer the following unanswered questions in my initial complaint to BBB: 1. "A cheque was promised since August 19th, 2021, & nothing received as yet (we are Dec 22, 2021 now)" 2. "I want confirmation that there was or was not an exemption report from the people who moved my items into the storage facility on the 30th of July, 2021 - I would suggest someone from UVL head office contact them & not RockBrune Bros - as this is where the gap of my move delay occurred" 3. "I would like compensation especially for the damaged goods belonging to my grandmother - I have also included specific notes in the claims form provided to United van lines at the beginning of August" 4. "And finally, I would like to know EXACTLY what happened & why there was a delay in my move that I reserved properly & well in advance at the beginning of June & why my belonging were handled the way they were between Ontario & arrival in Quebec Order" - has anyone investigated how my items were handled during this time at all? As for my items that are/ were in storage, they are now out of storage and available for inspection since the last email I sent to them. I also have pictures available of some of the items I was able to move around on my own, if they are interested because of the current Omicron issue. Overall, if it helps, can at least one person read my complaint I sent a couple of times in August in it's entirety. It includes names dates as well as each detail to help investigate further. I know it seems petty, but I would like to be addressed as a "she", and not a "he" in their messages. Thanks. Business Response /* (4000, 10, 2022/01/25) */ The customers file has been re-assigned to myself for investigation and handling as of today. As the customer has requested her file be re-assigned to another customer service person. We are conducting an investigation into the service shortfalls detailed in her letter and will address those questions related to her services on completion of this investigation. I do know what is meant by an exemption report? We do not have such a report on file? Now that we know the damaged items are no longer in storage we have assigned the claim to a local service company who will be contacting the customer immediately to arrange an inspection of these items. We could not inspect damaged items in a storage facility. A part payment on the claimed items has been requisitioned and will be sent to the customer by mail. Once the inspection has taken place we will advise the customer further on the remaining claimed items. Lastly, we do extend our sincere apology for miss representation of our customers name. This too has been corrected. Consumer Response /* (4200, 12, 2022/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello - just an update: I acknowledge emails from Tammy at UVL advising of the cheque being sent as well as the local service company being assigned to inspect my damaged items. I appreciate the response and that my file is now being looked after by someone else. I will await the details from the investigation as requested and really am grateful that this is now being looked into. I did receive a call from the local service company assigned to look at my items as promised. Initially, he thought I was in Montreal , and I advised him that my furniture was moved out of storage to *********** (I sent him the address). He offered to come when he called me on Saturday, but unfortunately I was not going to be home within two hours of his call. He offered to come on Sunday, but again, I was not home and he said he will see what he can arrange for the next couple of weeks. He called just now (Tuesday, Feb 1) to offer to come tomorrow and I advised that I was working at the time he provided. I let him know that I was available anytime after Thursday as I work during the week and he said that their company will be closed for the next couple of weeks for vacation. I told him that I understand he is trying to accommodate me - especially as he mentioned he is quite a distance away from the location - but to also to let UVL know of our interactions as well and that I am available anytime after Thursday (Feb 3) this week and with the exception of February 17th. I understand that we want to wrap this all up as soon as possible, but I just want to also want to be transparent, as I do not want to come off trying to be difficult either. I am just putting it out there that would be nice to be advised at least 48 hrs before so that I can make arrangements to be home and accommodate them better. Also, for "exemption report" - as I was advised that the move was insured when I asked, I am also aware from previous moves that when items are moved from the initial location to the final destination (especially with gaps in dates and delays between provinces), there is usually some type of report to trace the conditions of items on the waybill, each time they are moved from a location, truck, until the final destination point in the case that items get damaged along the way throughout the process. I hope that helps. Thanks, Business Response /* (4000, 14, 2022/02/03) */ Unfortunately, the original service company is unable to accommodate the customers schedule so we are re-assigning another service party who will be able to provide 48 hour notice of their appointment. We do not control the schedules of independent businesses who service the area. Weekend appointments are not normal practice for businesses and the claimant maybe asked to accommodate appointments during regular business hours. We ask that claim related correspondence be sent to our office directly, rather than through the BBB complaint portal. Thank you Business Response /* (4000, 17, 2022/02/11) */ *********** *********** We have completed the inspection of our customers claimed damages and settlement to her has been issued. **************************************** Consumer Response /* (4200, 19, 2022/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still awaiting: 1) as promised, the results of the investigation into how my move was being handled the way it was and 2) also, following my explanation of what an « exemption report » is, confirmation if there was one filled out by the movers or not. Business Response /* (4000, 21, 2022/02/25) */ ******************************************************************************************** On completion of our investigation into the move issues surrounding Ms. ****** shipment we confirmed that as a direct result of the pandemic, the industry facing extreme labour shortages, with mandatory quarantine requirements in force and equipment shortages right across the country, no Carrier within Canada could keep up with the demand in the industry during the months of June, July and August of 2021. This was not anticipated, as the industry experienced a slower than normal moving season during the same time frame in 2020. This does not excuse the service shortfalls that Ms. **** experienced but it does explain why labour was called in last minute to assist with her move, why timely responses to her requests were delayed and why ********* ******* movers had to schedule times when staffing would be available to assist her at their facility. None of these issues was intentional. From a logistic position equipment was running round the clock to get customer moves completed. Delays with transit timelines resulted from equipment breakdowns, driver hour limits and a shortage of equipment. Even a major moving company can experience these issues and we regret any inconveniences caused to our customers. In the matter of the Exemption Report - the inventory listings which travel with each shipment are used to annotate new damage if the condition of an item changes from the time of loading. At the far-left side of each inventory page are 4 columns, if new damage is noted the person checking the shipment will mark this area of the page. Usually with an X or a check mark to indicate additional damage was noted. No new damages are indicated on these documents. The inventory check off listing is also used to annotate damages at the time of delivery by the delivering driver and the customer. Again, no new damage was noted on this document either. On review of Ms. ****'s inventory listings (consisting of pages 1 through 6) Orange tags, lot ******* no new damage was noted on her goods while in transit from July 16, 2021, until delivery on July 30, 2021 when her shipment delivered at her private storage facility. Compensation was provided to Ms. **** who received a delayed delivery.

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am in the military and as such we am moved around from time to time. United Van Lines has a contract with the military and they were the company picked to handle my move. They packed up my house on Aug 18th 2021, loaded it all Aug 19th 2021 and delivered it all Aug 23rd 2021. I was moving from Shilo MB to Winnipeg MB a total of 202 KM. During this 202 KM they managed to destroy a number of my families items. I submitted a claim for the damaged items on Sep 5th 2021. I followed up about the claim Sep 10th, 13th, 16th, 20th and the 24th. I finally received my first reply about my claim on Sep 27th telling me they are working on it. Oct 5th I received a check for a fraction of the damaged. I called them they explained that once I sent receipts of the replaced item I will get the rest. I had questioned about the amount I am getting for a washer and dryer as the check only covered 413.29 for a washer and 413.29 for a dryer. Oct 6th they explained I had submitted a claim for a washer and dryer set at 1200 dollars. I explained and proved to them that was not the case the claim was for a washer and dryer at 1180.85 each and that covered taxes and delivery. Later that day the stated I over claimed the damaged washer and dryer and their "specialist" that did the inspection told them they are not worth that amount. I submitted the original receipt from when I purchased my old washer and dryer that same day proving I had paid more then I had claimed. Oct 8th they presented me with a ** washer and dryer model number telling me their "specialist" claims this is a fair replacement for my old washer and dryer. The washer retailed for $999 and the dryer for $949. Those model happen to be on sale for $649 each at local appliance stores with a 10 plus week back order. They are only offering to cover $649 for each. Less then I paid for my original washer and dryer they destroyed. So currently I will have to pay over 650 dollars out of my own pocket to replace items they destroyed.

  Business response

  19/05/2022

  Business Response /* (1000, 6, 2021/11/10) */ It was explained several times to this customer that the amount we paid to him represented an advance payment only. We asked that he proceed to replace the damaged items and submit his actual replacement invoice and at that time we would pay to him the balance owing up to the amount claimed, plus taxes and delivery charges. On November 9th, 2021 we received the actual replacement invoice and his claim was adjusted right away and the balance owing to him has been issued. The following is our confirmation of this which was sent to him by email. From: Nola ******* Sent: November 9, 2021 6:29 PM To: '****** ********' ***********@*****.com Subject: RE: 0280-60102-21- ********, ****** - Receipts received. Thank you, Cpl ********. The receipt for the washer and dryer is great. Our cheque in the amount of $1,031.82 will follow by mail. This amount constitutes the difference between the amount previously paid to you for the washer and dryer and the receipt supplied in the amount of $2,331.79. Consumer Response /* (450, 8, 2021/11/10) */ As of Nov 9th 2021 United Van Lines has finally agreed and pay my claim in full, the final check is suppose to be in the mail. I am still not happy with the service they provided and the fact that I had to filing a complaint against them to get my claim resolved, *************************************************. They took 61 days to agree to cover the damages their company caused. That was 61 days my family was without a washer and dryer. My wife is a nurse and works around sick people for over 12 hours a day during all the waves of COVID. We have a 21 month old son and now a newborn. Our daughter was born 26th of Oct and we still had no washer and dryer till Nov 4th. ****************************************************************************** To move a family 200km cause the amount of damage you did and then to *** about the claim I submitted and all the other things that were done to try and save a few dollars at my families expense. I will never in my life time do business with united van lines again, I will release from the military before I allow them to interact with my family again. As for this complaint I will consider the matter closed once I have received the final check from them. I would appreciate if the experience I have had with united van lines could be kept on record so other people know what can happen when you hire them.

• Initial Complaint

  13/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently had a government move (military) where the government paid united van lines to relocate me from Cold Lake AB to Dundurn SK. During this move the movers were expected to confirm all my electronics and appliances where in working condition before and after the move to ensure that any damages could be claimed. Within 3 days of the move being completed my mini fridge was still not getting cold and the back of the fridge was overheating. The fridge was working perfectly prior to the move and it is not an old appliance therefore it's safe to say it was internally damaged during the move. United claims that the movers had not properly inspected the mini fridge therefore they refuse to pay the claim. It is definitely not working now but because they failed to confirm it's working status they are using that as an excuse not to reimburse me for the damage. Confirming the working status should be to cover their own $ not mine it's not my job to babysit them during their inspections

  Business response

  31/05/2022

  Business Response /* (1000, 8, 2021/11/15) */ Payment for this item was issued to this customer on a goodwill basis. This matter was resolved through our office for quite some time. As the consumer indicated this matter was resolved.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩