ComplaintsforUnited Van Lines (Canada) Ltd

• Initial Complaint

  17/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June 2021 I was moved from AB to NB. I was ready to accept my good after 9 days travel but the company held my items for an additional 8 days stating lack of workers. My items were stored in the back of a metal truck in the middle of a heat wave which dried out the seals on my dishwasher. The company ignores all attempts at contact and after hounding them for well over a month I was denied the claim for the dishwasher. They claimed the report said it was not move related when the technician told me it could be move related. They refused to release the report to me to prove it. They claimed it was not tested. I had it hooked up prepared to be tested, they chose not to do it. They claimed it was because I installed the dishwasher myself. As the issue was with the motor seal and had absolutely nothing to do with the hookup this is irrelevant. Their negligence damaged my 1200$ dishwasher and my brand new home and they are refusing to accept any liability.

  Business response

  22/06/2022

  Business Response /* (1000, 5, 2021/09/20) */ The appliance in question did not sustain any physical damage that would have caused the malfunction. We hired and paid for an independent company to attend at our customers residence to inspect the appliance and determine the cause of this malfunction. Their diagnostic report indicates the problem is a result of the Dish washer motor assembly leaking. This component is part of the internal components of the machine not visible to see without taking the unit apart. Contrary to our customers statement, heat is not a factor in this matter as Dishwashers are exposed to high levels of heat from regular use and constant hot water. Although we are unable to assume liability for this malfunction we are sending this customer the quoted cost of the replacement part as a gesture of good will. Our cheque in the amount of $310.83 will be sent to him directly to cover the cost of the damaged part. Respectfully, Tammy Sweetman Customer Care Manager Consumer Response /* (2000, 8, 2021/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although I am happy that United Van lines has agreed to pay for the part, I will now explain how their response is filled with mis-truths. Yes there was no obvious external damage and yes a dishwasher is exposed to heat all the time during operation. But what they fail to mention is that heat is with water running through it and not when it is left dry inside of a truck for days longer then necessary because they aren't able to hire enough staff to complete the obligations they took contracts for. So I'm sure you can see that I vehemently disagree that is was not move related. Also that same third party tech they sent out told me in my home that this damage very well could be cause by the move and when I requested the report the tech sent in that apparently said otherwise I was told "United Van lines paid for it and it is their property.". That to me is ***** at best and I believe their act of "good will" just points to that fact. Also their response talks nothing about how the claims department blatantly ignores you. I have ******** an email chain between myself and that claims department where you can see it took 3 emails over 7 days with 2 calls and voicemails left with a supervisor(Which were never returned by the way) to get a response and this is just one example. Again I am happy that they have chosen to pay for the part out of "good will" but that doesn't excuse their lies and the attempts of their claims department to ignore the problem away.

*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. ↩