Complaints

This profile includes complaints for U-Pack's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  U-Pack

  3801 Old Greenwood Rd Fort Smith, AR 72903-5937

  
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  U-Pack

  1009 17th Street SE Watertown, SD 57201

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  U-Pack

  1706 East 4th Street Grand Island, NE 68801

• 

  U-Pack

  3749 Sawyer Dr Saginaw, MI 48601

  
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  U-Pack

  6101 H Street Meridian, MS 39307

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 u-pack storage pods that were delivered on March 28, 2025 and picked up on April 1, 2025. I initially had to provide a credit card, but then switched the payment to Affirm. I had called and spoke to a customer service agent at U-Pack to confirm how to switch it and did so on the U-pack site on my Move plan using the link provided there. Affirm confirmed that I was approved for the $3840 amount and my payment plan after U-pack approves. It was my understanding, and still to now that I wouldn't be charged even if I used my credit card until after my units were picked back up on April 1, 2025. I saw the Affirm account say it was pending U-pack finalizing my order which made sense since it wouldn't be final until after my units were picked up. I had no indication that my Affirm would not be the way that U-pack would charge me. It turns out, I was instead charged the $3840 on my credit card on April 2, 2025, not using Affirm. When I found this out, I called twice to speak to two different U-pack customer service agents. Neither of the agents were even familiar with Affirm and how it works in conjunction with U-pack and stated that U-Pack never even received my Affirm request. They informed me the link with U-pack and Affirm is also quite new as of this year. I called Affirm and spoke with a customer service agent and a supervisor. On their end I did everything right and it seems to be an issue with U-Pack. I am not happy as I wanted to do a payment plan, not charge my credit card and overtime end up paying way more due to it having other charges on there so the payments would be far more. I had to cancel my Affirm also by calling, as U-pack couldn't cancel the pending charge, and both companies kept telling me to call the other to get this situation fixed as well. This should not have happened and has caused me a lot of time to figure out what happened to not even find out the answer to where the issue lies in me wanting to use Affirm.

  

  Business Response

  Date: 04/09/2025

  I am so sorry for the issued you've had with our service.  I see that one of our consultants left you a message yesterday and advised we could try and refund your credit card and charge the Affirm card if that is still what you would like to do.  Please give us a call at ************ and we will do our best to assist.  -***** ** 

  Customer Answer

  Date: 04/13/2025

  
  Complaint: ********
  
  I am rejecting this response because:  Due to the timing of the charge and when my credit card bill is due, I have already been charged interest on my credit card from this transaction, therefore, being refunded would not solve that issue as now I have accrued interest. This should have never happened, and I also do not feel confident that U-Pack can properly process my Affirm loan if I were to try again, as stated I did everything correct on my end the first time and U-Pack did not do this correct on their end. "Try" is not a guarantee and does not give me confidence, as also when I spoke to two customer service agents, they seemed very uninformed about the process for Affirm with U-Pack. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 04/14/2025

  Again, I do apologize and I will update our records to show you have chosen to leave the payment as is on your credit card.  As previously explained, Affirm is a new service offering and unfortunately we are still learning and not experts just yet.  I have passed your feedback along to our team handling the service.   Please let us know if we can be of further assistance in the future.  ****** ** 

• Initial Complaint

  Date:03/28/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  U Pack national phone representative explained the process. I needed a guaranteed delivery date which they agreed to. The representative stated the town we were going to had a U Pack service center.. They explained we could have either a morning or afternoon delivery. We were told once our shipment arrived, they would call us to set up a time. We were never called. Our shipment was picked up from our location on March 18 and today is March 28. We called today the service center and they told us, they can not guarantee a time and could be delivered as late as 8pm. I hired movers to help unload the truck but can not give them a time.

  

  Business Response

  Date: 03/31/2025

  I apologize for your frustrations.  Our records indicate we offered a guaranteed delivery service, but that service was declined.  Therefore the delivery date and window is not a guarantee.  Due to the fact the time is not guaranteed, we suggested you have your movers come the following day after drop off.  Please let me know if you have any further questions or concerns.  ****** ** 

  Customer Answer

  Date: 04/07/2025

   
  Complaint: ********
  
  I am rejecting this response because even with a guaranteed service after speaking with the Minneapolis Service center, they told us they would never guarantee a time of day as we were told on the phone prior to booking. The National sales people NEVER stated that we should schedule our hired helpers/movers to come the day after drop off. With the advice of the National call service, we scheduled our pick up early to guarantee our drop off would be available the day we needed it. 
  

  As a result, we incurred additional cost in hotels and travel expenses since we flew out to Minneapolis to help our daughter move from NYS to MN.
  
  Sincerely,
   **** ********

  

  Business Response

  Date: 04/07/2025

  Our transit time (unless guaranteed service is purchased) and drop off times are estimated, therefore no compensation is available for this move.  We apologize for any misunderstandings and that we did not meet your expectations.  

• Initial Complaint

  Date:09/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a UPack service for a big move. It’s been over 6 months now and they haven’t returned my stuff to me. I keep phoning them, they keep dodging my calls or lying to me. I email them and they ignore me. I’m constantly on the edge and mentally exhausted due to the chase. I have now idea about the status and whereabouts of my stuff and no one seems to what to help me out. I’m so fed up with this company and the mental torture they’ve put me through.

  

  Business Response

  Date: 09/09/2024

  Our records indicate you originally asked us to move your items from Canada to the US.  However, you were not able to provide the proper customs documentation to do so, therefore we have been storing your items at our Hamilton, ON service center, which you were made aware of.  We have not collected any of the storage charges due, therefore we have not been able to schedule delivery.  Please call our Hamilton office at your earliest convenience as this is a collections issue.  

  ****** ** 

  Customer Answer

  Date: 09/16/2024

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

  I have tried phoning them and have travelled from St Catharines to Brampton then to Hamilton to talk to UPack on Monday. I have tried everything in my power to get them to send my trailer but it’s all been useless. They keep pushing the trailer delivery until Friday and then they are unreachable. 

  They continue to ignore me and continue to not send me the trailer. This is highly unethical and extremely frustrating. I am so lost.

  Please help me get my trailer. I want the trailer and I want compensation for mental harassment. 

  Please take strict action against them. Now I’m fed up with them and I want you to take action against them. 

  Sincerely,

  ******

  
  
  

  

  Business Response

  Date: 09/18/2024

  As previously stated, this is a non-payment issue and has been turned over to our collections team.  Please make a payment if you would like to take delivery.  

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used UPack to move from WA to OH in November 2023. Several large items were lost/stolen in transit (obviously pricey stuff which didn't make sense to try to put in a box like a paddleboard and kit, foam roller, etc.). Many items were also damaged, despite having careful, excellent movers load the truck. Total, I'm out about $3K including damages. Even if all they did was reimburse me for the clearly lost/stolen items, under $1K, I'd be happy. They won't even do that though - after waiting MONTHS for them to review my very detailed, well documented claim, they refused to pay for anything. Really consider if the lost/damaged costs will outweigh the increased price of going with another company. I recommend taking pictures of the loaded truck (maybe in stages) so you can prove items were on the truck if they disappear along the way.

  

  Business Response

  Date: 03/14/2024

  I am so sorry that you had issues when you used U-Pack.  Unfortunately, we do not cover items damaged in transit or claimed to be lost or stolen since we do not pack or load the trailer.  There is no way for us to verify what was loaded. We do appreciate you using our service and I'm sorry it didn't go as planned.  

  Sincerely, 

  ***** ** 

  Customer Answer

  Date: 03/18/2024

   
  Complaint: ********
  
  I am rejecting this response because lost items do seem to be covered in agreement and coverage policy. 
  
  Sincerely,
  
  ********** ******

• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since Nov 2023 until about January 9 2024. I paid ArcBest about 6200 for the transport of my belongings from Wisconsin to Arizona. On the delivery of my belongings i noticed the trailer it self was not the same and that things had been moved around. I had some things damaged, a guitar stolen, shoes stolen and other household items. I also ended up wjth someone elses dryers and had my washer broken. They offered to settle foe $806.40 saying that based it off the weight of my load and their .10 cent weight replacement. But how do they know how much my belongings weighed when there shipment cost are based off of linear footage. That amount is not even enough to buy a new washer and dryer set. I asked for an arbitration hearing and never heard anything back. I entrusted these folks to transport my things and to make sure ALL my ITEMS made it back to me. They failed royally. And at this point its time for them to step up take accountability and replace the items for face value. Not for some made up price. I tried negotiating with the representatives of the company and its obvious they are taking me for a joke. The guitar alone was a prized possession given to my children by their father.

  

  Business Response

  Date: 01/29/2024

  I am so sorry you didn't have a positive experience with our service. Unfortunately, we do not have full value coverage included since we do not pack and/or load the items, so there is no way to verify what was in the trailer.  I spoke to our claims team, and they are willing to mail a refund in the amount of $806.40 if you wish to proceed with your claim.  If so, please either respond to this complaint or contact Rebecca in claims so we can finalize.  Thank you for using our service and we wish you all the best.  -Nicki K. 

  Customer Answer

  Date: 01/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  As stated before I have before and after photos of the trailer also video footage and over 10 eye witnesses to attest to the layout of the original trailer. Im not accepting an offer of 806.40. When the damage to my belongings cost more than that. My washer was not broken before you all took my things out in San berdino , CA to remeasure the linear footage. I refuse to take a lost on my belongings because you all were careless and broke/ damage and stole my things!! With that being said it’s obvious we aren't going to reach an agreement so arbitration hearing or a courtroom will be the next best option. The offer wouldn't even replace my washer. Do you all even know whose dryer you gave me?? Just so unprofessional. 

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

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/20/23 U-Pack delivered a trailer loaded with our belongings at a storage facility where we had rented a storage unit. 11/21 we had the trailer unloaded in the morning and responded to a texted link before 11:45am that the trailer was ready to be picked up. We also called the dispatcher located in Portland, OR before 11:45 to tell them the trailer was ready. Dispatcher stated she had received the texted link request. 11/24 received a call from storage unit manager stating trailer was still parked in their facility and we needed to have it removed. Call Portland dispatcher, no answer. Call national 800 number- statement office closed even though it was regular business hours. Called the national number again and pressed “1” to speak to a scheduling. A women answered and looked up our information. She stated she saw we requested pick up on Tuesday and didn’t know why it wasn’t completed. She said the company had a back up team that would pick up the trailer on Saturday. No one picked up the trailer. 11/27 called the national number again and asked if they abandoned the trailer. Woman stated sometimes they don’t get the message about trailer pick up. I told her it was verified message was received. She said to call back later.

  

  Business Response

  Date: 12/01/2023

  I apologize for the delay with the pick up.  Our office was closed on 11/23 and 11/24 for the Thanksgiving holiday.  Our records show the trailer was picked up on Monday 11/27 and a $100 credit was issued for the inconvenience.  Please let me know if there is anything else we can help with.  We appreciate your business and wish you all the best!  -***** K. 

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** R. ***** Ref #: ********** To whom it may concern, My name is ****** R. *****. I hired you guys to move my things from El Paso, Texas to Dayton, Ohio. I was extremely happy. I thought I had contacted the best company possible. Everything seemed great. My family and I did our best to load the trailer and organize everything in a way for things not to break or fall apart. I even tried putting the wooden doors and securing them with some straps, I was expecting for my things to arrive safely, but that didn't happen. I believe that your driver's drove that trailer in a wreck less manner which caused the majority of my things to be damaged, broken or destroyed. My two TVs were broken, boxes were crushed, and destroyed. Porcelain dolls, crosses and other valuable and emotional pieces of glass that my mom had been collecting since years were also broken. Even heavy items that can't be flipped so easily (unless the driving was horrific) were all crooked and out of place. A bookshelf and a drawer were also all slanted. The bookshelf was also broken in half. I paid $3,157 for this shipment and though I know I can't get a full refund, I hope that I can at least get half of my money back for all the damages and valuable memories that were lost. My mom and I are saddened and depressed to see all of her porcelain dolls and Tv's broken. I took some photos for you to see. -****** R. *****

  

  Business Response

  Date: 07/24/2023

  I am very sorry to hear your items were damaged.  With our service, we do not cover damage due to packing or shifting since we do not pack or load the trailer.  We suggest you check with your homeowners or renters insurance to see if you qualify for coverage through them.  We appreciate your business and wish you all the best.  -***** K. 

• Initial Complaint

  Date:07/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for ReloCubes from Columbia, MO to Baltimore, MD. Cubes were planned to be delivered on Tuesday, June 20th. I received a call from the MO office asking if they could deliver the cubes on Wednesday, June 21st instead, which was alright since they were kind and respectful regarding the situation. However, I did receive broken equipment, as the top latches were rusted and broke in half resulting in door closure issues. I was assured it would be fine since the cubes will be loaded into a semi (to be determined since my belongings are still not here). My cubes were picked up on Friday, June 23rd and set for delivery to MD. I received a call on the morning of June 29th stating that my cubes were ready to be delivered. The MD folks were unwilling to work with me regarding delivery time, as I’m completing a multi-state move on my own and was not able to reach Baltimore until June 30th in the afternoon. I asked if I could be slated for the last delivery of the day or at least within the last 2 hours of the afternoon time slot, 2-4pm, since sig is req. This was also rejected. I was unable to start the drive out to Baltimore earlier to reach my apartment by 12pm due to severe weather and the loss of power, phone service. No compassion was expressed. In scheduling another delivery time, I learned that the next opportunity would be on July 5th. After digging into more paperwork, it turns out the Eldridge, MD facility does not complete deliveries or pickups on Monday, leaving only 4 business days for delivery instead of 5 (and in the case of this week, 3 business days). I notified U-Pack again that this was not clear when I initially booked the order and should have been noted as a pop-up prior to submission. The representative responded with “is that all” after I finished speaking. Had I known about the restricted delivery dates or horrible customer service prior, I would have driven a UHaul or utilized their pod service. Service in MO great, MD horrid.

  

  Business Response

  Date: 07/07/2023

  I'm so sorry we were not able to meet your expectations with delivery.  Our Baltimore service center was likely already booked on Monday since Tuesday was the holiday.  In the interest of customer service, I have applied a $100 refund to your card for the inconvenience this created.  We appreciate your business and wish you the very best.  -***** K. 

  Customer Answer

  Date: 07/08/2023

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

  The Monday delivery was not in response to the holiday. As noted previously, hidden within the moving packet stated that the Eldridge, MD facility does not complete U-Pack deliveries or pick ups on Mondays. This was not noted upon booking and is important for customers, especially in the Baltimore area, to know due to the need for parking permits and/or apartment restrictions (i.e., cubes only allowed onsite for 72 hours, potentially resulting in fines if onsite longer). ***For future customers, please request new equipment if delivered cubes have rusted/broken latches and/or you have difficulty closing them, as I now have water damage on various items and am having to file insurance claims***

• Initial Complaint

  Date:06/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  U-Pack Moving Reference Number: **********-K I choose the company U-pack for my cross-country move from CA to NY where I reserved 2 relo cube shipping containers for $3760. There were some issues regarding the dropoff of the shipping container on 06/13/2023, U-pack called me and asked for an alternative date, I was in NY personally and arranged all the move, U-pack told me that they will have containers after 4 pm PDT, so my team brought all the personal household goods to their service center in CA the same day. My team told me I will need a trailer for all my household goods, I called the "consultant" number on their website and asked if the price will be any different, the "consultant" advised me that since I will only be using one trailer the price will not be higher if not lower, and I agree on using the trailer. Yesterday, on 06/19/2023, 6 days after the original dropoff and the container on the way to NY, U-pack called me and told me the price will be more than $5500, and there is no alternative option besides $500 off for non-guarantee shipping 8-10 business day. I'm now forced to pay more than I agreed on and they breach the contract we established. In 49 U.S.C.A. § 13707 (3)(A)(ii) “A carrier providing transportation of a shipment of household goods shall give up possession of the household goods being transported at the destination upon payment of -not more than 110 percent of the charges contained in a nonbinding estimate provided by the carrier".

  

  Business Response

  Date: 06/21/2023

  We apologize you are not satisfied with our service.  Your "team" who represented you at the service center made the decision to load into a trailer since your items didn't fit in the ReloCubes, therefore the trailer price is now applicable.  You received a discounted rate compared to our current pricing.  In addition, our records indicate you spoke to a manager yesterday who presented you with a couple different options.  In an effort to resolve the issue, we would be happy to apply a discount of $275 for door to door service or a discount of $575 for door to terminal service.  Please let us know at your earliest convenience how you would like to proceed.  Thanks!  ****** **   

  

  Business Response

  Date: 06/22/2023

  At the time of the phone call to our consultant, your team onsite had already began loading into the trailer.  We covered the pricing of the trailer comparable to the two cubes, as we had no way of knowing you would end up using double the space.  Furthermore, your pricing should not be the same for two ReloCubes since more space was used, thus the whole reason the ReloCubes did not work in the first place.   If you wish to take legal action, our correspondence is over and you will need to have your attorney work with our legal team.  I'm sorry we were not able to resolve the issue. 

  Customer Answer

  Date: 06/22/2023

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

• Initial Complaint

  Date:05/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upac* estimated my Pod delivery between May 18-22. It’s now the 25th and I’m told delivery won’t be until May 30th at the earliest. I’m now going for wee*s longer than promised with no furniture and the personal items I could fit in a suitcase. Calls to upac* are met with unhelpfulness and rudeness

  

  Business Response

  Date: 05/26/2023

  I'm so sorry for the delay with your shipment to Hawaii.  I'm not showing our customer care team has spo*en with you, but I do apologize if who you've spo*en to at the local service center has not been helpful.  To compensate you for the delays, I have added a refund in the amount of $250 to your reservation.  This will show as a credit to the same card you used for payment and typically ta*es 3-5 business days.   Again, I apologize for the inconvenience this has caused and we appreciate your patience.   Please let us *now if you have any further questions. Than*s!  -Nic*i *. 

  Customer Answer

  Date: 05/30/2023

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

  thats fine, but I haven’t seen the credit post to my account yet.  Please let me *now when the credit is posted and I’ll verify and close my complaint  than* you 

  
  Sincerely,
  
  Chris Osheroff

  

  Business Response

  Date: 06/01/2023

  Hi Chris!  We processed from our end on 5/26, and it generally ta*es 3-5 business days to reflect on your account.  If you don't see it within the next day or so, please let me *now.  Than*s!  -Nic*i *.