ComplaintsforU-Pack

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** 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

  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

  07/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  06/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  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 response

  06/22/2023

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

• Initial Complaint

  05/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 *. 

• Initial Complaint

  05/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The shipping company refuses to deliver the containers to the designated address, holding my possessions. The contract was prepaid ($3060). Ref #* ********** from Oakton, VA to Whitwell, TN. The problem is that the delivery company UPack uses, say they do not have the equipment to do the job, and refuses to allow another company perform the delivery of their shipping containers (liability). My possessions are stranded at a transit yard in Chattanooga, and I am being asked to transfer my possessions from the pod containers at that location and arrange my own delivery. That is a breach of contract.

  

  Business response

  05/04/2023

  Unfortunately, due to safety issues with a curvy road and no place to park the truck/trailer, the service center is not able to deliver to your location.  I apologize for the inconvenience.   Our records indicate we have given you extra holding time while you make arrangements to pick up at our service center.  I have also issued a refund in the amount of $350 for you picking up at our service center.  Please let me know if you have any further questions or concerns. 

  Thanks, 

  ***** *. 

  Customer response

  05/08/2023

  
  Complaint: 20018402
  
  I am rejecting this response because:  The costs being incurred on me are in excess of the relief provided.   The company is unwilling to allow a different flatbed truck to be used to deliver the crates.  This is the simplest and most cost effective resolution.  The ABF company has my property hostage, and is unwilling to deliver or allow another company to deliver the crates.   The only resolution I have been offered is for me to arrange for unloading, repacking, and redelivery of my goods with another company.   This cost exceeds the allowance offered.  An acceptable solution is for them to cover the contract cost for the delivery as is specified by the original agreement.  
  
  Sincerely,
  
  ******* ****

  

  Business response

  05/09/2023

  As previously discussed, unfortunately for liability reasons we are not able to allow an outside party to drive our equipment.  Our records indicate you are currently working with a supervisor to deliver your shipment to an alternate address or you have the option to pick up at our service center.  We apologize for the inconvenience.   

• Initial Complaint

  04/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Used U-Pack to move cross country with 2 trailers. Because of an Oak tree the trailer was dropped in my driveway very far >900ft from my house. Taking longer to unload I spoke to ***** at ABF dispatch on Tuesday the 28th at 1:03pm and asked her to swap out the trailers Thursday as I needed another day or two to unload. She agreed but then sent a driver 3 hours later while we were out and took the trailer with my belongings. I filed a claim on items known to be damaged and broken and they referred back to the move agreement and offered $0.10/lb for my troubles on over $7k of damages. Not to make me whole or refund me that trailer costs. This was not my fault and wasn't during the move it was a negligent pick up on their part. They took it without permission and cut my lock off the trailer, realized their mistake and then brought it back all messed up. Help

  

  Business response

  04/05/2023

  I am so sorry for the negative experience you had with our service.  I see you previously spoke with ******* and he sent you the claims form and offered $100 for the confusion, which you accepted.  For further information/discussion regarding your claim, I suggest you reach out to that department direct as it is handled separately.  Thank you for using our service and I'm truly sorry you are not satisfied.   -***** **   

  

  Business response

  04/05/2023

  The $100 compensation ******* applied was for the confusion of the early pick up.  The compensation for the damaged items is handled through our claims team. 

  Customer response

  04/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19897160, no further confusion. Will handle the rest with claims. Thank you
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  03/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband (whose name the order was in) and I are relocating across numerous states and relayed to U-Pack the intended destination from the start. Once our truck had left California, we received a call wanting to confirm our condo building could support a 28ft truck, which we confirmed. They called again asking for us to verbally confirm with our building, we did so (I have text receipts) and as we are two days from receiving our truck (we paid extra to have guaranteed delivery on a certain day), we were told they basically don’t believe us and are refusing to deliver our truck to our building and told us we’ll need to get permits from the city to be able to park the truck somewhere in the city and not in the convenient truck bay that is designed for this very reason. They refuse to talk to the building managers to confirm and as were unsure how long it would take to get a permit (we’re leaving CA today to begin the long car ride to MN) or what will happen to our belongings in the meantime. This is completely solvable by U-Pack making a simple phone call and they have handled the entire situation unfairly and unprofessionally.

  

  Business response

  03/29/2023

  We would be happy to take a closer look at your move.  Please either provide the reference # here or have your husband give us a call (since the move is in his name) at ************.  Thanks!  

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  U-Pack moved me from Philly to Ft. Lauderdale January 2023. I wish I had seen these complaints, as the cost of the damage exceeds what Pods or a full-service move cost. My truck was packed by licensed, professional movers, and braced . The driver left the truck at my house without instructions on setting up the ramp, which no one mentioned is so heavy, it needs two people to set it up. The driver said to purchase a lock, but did not mention it had to be a specific kind for their locking mechanism. At the destination, another team was to unload the truck. One of the locking mechanisms failed and the steel bracing bar was bent. I had to get a diamond saw blade to cut through it which took over 2 hours, (3 men paid hourly). When the door was opened, everything in the back was crushed or smashed against the back wall. A brand-new hand truck at the top of my items was also stolen. The plywood door stops 3 or 4 feet from the truck's roof, so someone had either reached or hopped over it. I supplied a list and receipts to U-Pack and received an email within 2 days saying they would not compensate me for anything, as I had packed the trailer and they had nothing to do with it. Additionally, when the truck was picked up, the driver drove over my neighbor’s lawn, leaving a noticeable, deep trench about 20 feet long. I followed up with Erin Harris, who said he'd track down my stolen hand truck. He sent an email saying they couldn't find it, and they'd reimburse me, but nothing else. Everything at the front 14 feet of the truck was fine with no damage. So U-Pack’s claim of normal shifting or poor packing doesn't add up. I am out a 1 yr old 65” TV, 3 pieces of original mid-century furniture, and 2 brand-new lamps, and the cost to re-sod my neighbor’s lawn. I will use social media to prohibit anyone thinking of using U-Pack, suggesting they hire full-service movers, or Pods, who by the way, sent me a check covering a damaged bookcase that happened on a prior.

  

  Business response

  03/03/2023

  *****, 

  I'm so sorry to hear you had a negative experience.  Although I'm not able to compensate for damaged/missing items since we do not pack or load the trailer, I can certainly compensate you for the faulty bulkhead.  I will add a credit in the amount of $150.  I will also alert our property damage team so we can get a claim started for your neighbor's lawn.  We also sent you a claims form for your items that were damaged/missing, so I encourage you to send that in if you haven't already done so.  Again, I apologize you're having to deal with this unfortunate situation.  Please let me know if you have any further questions. 

  Sincerely, 

  ***** ** 

  Customer response

  03/07/2023

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

   

  I submitted a claim for the damaged and missing items. I received an email saying I would not be compensated for any damages, only the stolen hand truck. For someone to steal the hand truck, they had to climb over the plywood door. The damaged items i seek remuneration for, were all in the area of the plywood door. So when someone accessed the trailer while in your care, they accessed my personal belongings, jumped into my portion of the storage in the truck, crushing things and stealing. I would be happy if you would send a check or reimburse my credit card in the amount of cash $800. A number much lower than what I have lost. 
  
  Sincerely,
  
  ***** ******

  

  Business response

  03/08/2023

  Unfortunately I'm not able to compensate for damages as that is handled through our claims team.   I did apply the credit for the bulkhead and I have submitted your claim for the damage to your neighbor's yard, so someone should be in contact with you soon regarding that issue.   

*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. ↩