ComplaintsforU-Pack

• 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.   

• Initial Complaint

  01/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got two rented containers, there was a payment of over $3000 in the middle of August for transportation. I been paying monthly $300 for storage of my containers and they charged my card without my authorization twice in September. I called their customer service and they told me they didn’t withdraw my fees doble for the month of September. They charge my card twice in September and now seven days ago they send me a message asking for an extra payment and I told them the payment was not due yet and sent them the bank account information since my payment was due until this week. They withdraw the money from a credit card that is not even under my name. They charge the credit card that the first payment was made on and the credit card is not even under my name and the owner is telling me he wants his money back. I had proof from my bank that there has been five payments of $300 and the containers we picked up in the middle of August and arrived 10-15 days after to Maryland. The storage payment should be five including January but they withdraw a Sixth payment from a credit card that is not mine. I requested a billing summary when I called customer service and they didn’t even send me the detail billing information. I want them to refund the funds they withdrew fraudulently from the bank account that was not under my name and to provide me with a detail summary of the charges and payment that has been done in my account. Reference # ********** ********* * ********* *** **********

  

  Business response

  01/17/2023

  Good afternoon!  I apologize for any confusion surrounding your storage payments.  Our records indicate we have charged you for 6 months of storage (every 30 days) beginning in August.  Therefore we have the initial charge in August 8/16, the next month was billed 9/19, the next month 10/19, then 11/18, 12/18, and now today 1/17.  If you would like to reverse any of the storage charges and provide a different card for payment, please give us a call at 800-968-3285 and we would be happy to help.  Thanks!  -***** ** 

• Initial Complaint

  06/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I receive numerous e mails daily from U Pack which they have set up so it cannot be deleted or blocked. I have emailed the company and called them asking to be removed with negative results. Since I contacted * **** in reference to renting a trailer to move a vehicle U Pack has decided to inundate me with unwanted moving advertisements. Requests via e mails and phone calls have had negative results. I am also filing an FCC complaint against this company and considering a lawsuit for harassment.

  

  Business response

  06/28/2022

  I apologize for your frustrations.  I have removed you from our mailing list so you should not receive any further communication from our team.  Thank you for considering our service.  

• Initial Complaint

  06/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Service dates: trailer was dropped off on June 10 and picked up on June 13 from Rochester, NY. Trailer was dropped off and picked up from Lincoln, NE on June 16. Cost of service: $3950 Reference no: ************ Issue: Boxes and furniture were loaded on securely onto trailer. They were packaged securely and bulk head was installed properly. Upon opening the trailer in Nebraska, we found that contents were in complete disarray due to rash driving. 3 pieces of furniture were shattered and had to be discarded- including a desk, cupboard and bed head board (due to wish a bed had to be totally discarded), A lamp has been severely deformed. In addition boxes were badly squashed and there are chips on furniture. The condition of the trailer could have only been possible due to rash driving as contents were inspected before loading and were placed securely. If the vehicle had been driven in a safe manner nothing would have happened to the contents. The transportation has resulted in hundreds of dollars in damage. We would like compensation for the heavy loss that was incurred.

  

  Business response

  06/21/2022

  I am so sorry to hear you had damage.  Unfortunately, we do not cover damage due to packing or shifting since we do not pack or load the trailer.  If you feel the damage is due to our negligence, please email [email protected] and we can send you a claims form.  Thank you for using our service and we wish you all the best.  -***** K. 

• Initial Complaint

  06/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My wife and I paid U pac* 2074.00 to move my sons belongings from Jersey city New Jersey To Brownsville Tn. They arrived on 6/8/2022 in Brownsville Tn dropped the trailer off for us to unload. To our surprise all my sons things was covered in a dense white/blueish powder li*e someone had dumped some type of chemical on it. All is clothes were soiled and pasty his two tv and gaming systems were inoperable because of this powder substance that had been dumped all over his stuff. His mattress had to be put in the garage until we can find out what to do with it. All clothes had to be washed. Several pair of name brand air Jordan shoes were ruined with this powder substance. We are see*ing a refund from Upac* for this matter and we have pictures to prove this claim. My sons name is ********* ******** The trailer number is ******.

  

  Business response

  06/13/2022

  I am so sorry to hear about your son's experience with our service.  I have located his move details and will send a claims form to his email address.  Please have him complete the claims process and contact us if he has any questions. 

  Sincerely, 

  ***** *. 

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initially from Tennessee to California Pick up delayed 5 days they said a forklift broke down then a truck broke down, we moved with limited clothes and supplies for 9 days which was the supposed arriving time! Now it's been 19 days late and they only compensate $250.00, lol, it gets worse! Now they only delivered 4 of my 5 pods and can't find one! Even though all have arrived at California Fontana location. I know that the can only load 4 pods on a truck so I think they just don't want to bring one pod to my location! It doesn't make sense! I have been arguing with rude ABF people who Love to Argue. Never again.

  

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/04/08) */ I am so sorry for your negative U-Pack experience. I see the final cube is being delivered today and someone from our customer care team will be in contact with you to discuss the final compensation. Thank you for your patience and we'll be in touch with you soon. -***** ** Consumer Response /* (3000, 7, 2022/04/08) */ My Upack hasn't arrived as promised by her response. Business Response /* (4000, 10, 2022/04/12) */ Again, I am so sorry for the delays with your move. Our records indicate a refund has been issued and we can't apologize enough for the inconveniences incurred. Please let me know if there is anything further I can help with. Thank you again for your patience during this experience and we wish you all the best. Sincerely, ***** **

• Initial Complaint

  02/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pre-paid UPack $6,743 (including $450 storage) for 3 Cubes to move from Reno, NV to Austin, TX. UPack was the most affordable option and promised to meet my moving timeline as the estimated timeframe for delivery was 9-6 business days and I was going to start the drive to Austin a couple days after pick up. The cubes picked up from my home in Reno on 1/13/22, which made the estimated delivery dates between 1/24-1/26. It spent weeks sitting in Reno-never leaving its initial destination. I called and asked for a new timeline and refund for at least the storage. I received $450 since I would no longer need storage, but I never received updates on my shipment. When my items arrived in Austin on 2/11/22, no one let me know. I called for that information. I needed to travel for work 2/14-2/18 but if I did not receive my delivery by 2/18 they would start to charge me for storage. I changed my whole business trip to make it home on time to accommodate the extremely inconvenient delivery window of 9-5 on a work day, but due to travel I made it home around 11. Turned out I had missed some calls for delivery (I have no missed calls). I received an email about the situation and was told that I would be charged $150 for U-Pack's inconvenience. I have been living out of a suitcase for over a month, and bought multiple things to try to live semi-comfortably in my empty home, but at the slightest inconvenience to U-Pack I am being charged. This is beyond unacceptable. The poor communication, the constant un-met deadlines and the quickness to charge their customers is deplorable. I paid U-Pack for a specific service level and made moving and financial decisions based on that commitment, which was never met. As a result, I am requesting compensation of $50 for every business day the truck was late ($800 total) and a refund of the ridiculous $150 charge ($150's the cost of 1 month storage-an outrageous fee to place on a missed call!).

  

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/25) */ Good morning. Our records indicate you requested storage and stated you would need delivery by 2/10. We arrived on 2/11 however you were not able to take delivery. Due to the issues of it taking longer to arrive (which is typical when storage is requested upfront), we have waived the storage fee. In the interest of customer service, we also compensated the $150 redelivery fee as you have previously requested. We are not able to refund any further for late transit as storage was requested. We appreciate you using our service and I'm sorry we didn't meet your expectations. Consumer Response /* (3000, 7, 2022/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The 2/10 date was set up after it took weeks for my items to get here. When they were picked up on 1/13 and I was told 7-9 business days, I asked for storage just in case the items beat me here. Thirty days later is unacceptable and was never agreed upon. There are multiple phone calls that U-Pack should also have on file where I was told my items never left Reno for a while due to computer issues.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I pre-paid U-Pack $7,779 for 17' of space in a trailer to move belongings from Redwood City, CA to Colchester, CT. The decision to go with U-Pack for these services was based on both their pricing (it would have cost ~$7,000 to rent a U-Haul truck and drive it ourselves) and the estimated timeframe for delivery (9-11 business days, which was about the same as if we were to drive a U-Haul). The trailer was picked up from Redwood City, CA on 11/30/2021, which made the estimated delivery dates between 12/13 - 12/15/2021. We tracked the movement of the trailer each day and noticed that it spent several days sitting in Oakland, CA, Sacramento, CA, and Reno, NV. When it was still listed as being in Nebraska on the expected delivery dates, I called to ask for a new estimate. At that time I was told there was inclement weather on the rails after departing Reno that caused a delay and the best estimate for arrival would be 12/22/2021. There was no explanation for the delays prior to leaving Reno. We continued to track the trailer's progress and after seeing that it sat in Pennsylvania with a "ready to be dispatched to CT" status for 3 full business days (without any inclement weather in the area), I called again for an updated arrival estimate. I was told the best guess would be 12/27/2021. The trailer finally arrived at our CT residence on 12/29/2021, one month after it was picked up in CA. During this time, we had to purchase all new Christmas decorations for our family, as well as new winter clothes and dress clothes. Because our car title was in the trailer, we had to borrow a car for 2 weeks longer than expected, incurring significantly increased gas costs for driving a truck. We also had to pay for a storage unit that sat empty for 6 weeks. We paid U-Pack for a specific service level and made financial decisions based on that commitment, which was never met. As a result, I am requesting compensation of $100 for every calendar day the truck was late ($1400 total).

  

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2022/01/17) */ Good morning, I am so sorry for the delays with your shipment. Although we typically do not issue refunds for weather delays (due to it being out of our control), I see a supervisor has already authorized and processed a credit in the amount of $500 as an apology for the inconvenience this caused you. I'm not able to authorize any further refunds. We appreciate you using our service and wish you all the best in your new home. -***** ** Consumer Response /* (3000, 7, 2022/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I expected this response after reading through U-Pack's other BBB complaints, since it is obviously the templated response provided to all complainants. However, it does not provide any sort of resolution to my issue, and does not even address the complaint. My complaint was about the delays that occurred during the transportation process that were very clearly NOT due to weather. Additionally, if the individual responding to complaints on the BBB website is unable to issue the requested refunds or provide sufficient resolution, it would probably make sense to escalate the issue to someone else at the company who is authorized to do so. Business Response /* (4000, 9, 2022/01/21) */ Again, we sincerely apologize we did not meet your expectations and therefore have refunded $500 for the transit delay. There is no further compensation available.

• Initial Complaint

  10/27/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Reference #s: XXXXXXXXXX-F, XXXXXXXXXX. In June we got a quote for a move from Denver to Fulton MS scheduled for 8/5/2021. We advised we felt like we'd need an entire trailer but while unlikely thought we might need some of an additional trailer and were told this would not be a problem. We paid for expedited delivery with a trailer drop on 8/9. Total rate quoted was 4,211.00. On 8/4 I re-confirmed our reservation with the local terminal and reaffirmed that we might need an additional trailer. Was assured by the local terminal not a problem. The next day, we did need some room in a 2nd trailer and contacted Upack. We were told no trailers were available leaving us in a major lurch. Our home sold, the transloading trucks loaded and upack now reneging on what they had told us. The toll free number stating the local branch was wrong to promise that as they can't see future demand. In lieu of another trailer, 4 ReloCubes were provided but at a higher cost( 3,032.00) - almost as much as the original trailer. We feel at this point we were now overcharged. The original trailer awesome. Cubes were a cluster. Due to limited space, can't give all the details but suffice to say it took several weeks to get our cubes and then several weeks to get them picked up during which time we were completely blocked on our driveway into our garage. We had several ideas to resolve which they ultimately used one of them, but corporate blocked solutions that would have resolved this quickly. Bottom line, the central office made a series of mistakes that impacted us and their Tupelo ops. Said a 2nd trailer wouldn't be a problem, even on the day before the move. 2nd the agent overrode the system and put the cubes in play leaving the local branch unable to handle them. 3rd, Corporate chose not to approve the 900 local quote to permit a mover to transload and deliver to us. We requested an adj and Upack said they will credit 500. We believe that is insufficient and would settle for an addl 250.

  

  Business response

  11/04/2021

  Business Response /* (1000, 5, 2021/10/29) */ As previously stated, $500 is more than our standard compensation and will be the max. I'm sorry for the issues you had with your move. As discovered in the call audits, a second trailer was never mentioned at the time of reservation and when you asked about it a few days before the move you were told it would be based on availability. Consumer Response /* (3000, 7, 2021/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) We remember this conversation quite differently so we'll have to agree to disagree. What is absolutely undisputed is the day before when I called the local branch, they also indicated an additional trailer would be no problem and to just let them know. The day of the move, when we called, it was a problem. The agent at the national office advised the local branch misspoke as they don't have visibility to other reservations being set up. However, all the documentation from Upack advises customers are to coordinate with the local terminal which is what we did and whom we relied on. So corporate can say all they want, the reality is the local terminal advised no problem and then it was. Compounding the fiasco was the fact the local terminal at the destination didn't have the equipment to handle the cubes. While those guys get some kudos for ultimately getting the cubes delivered, the cubes were way delayed, we had to purchase items to facilitate the move-in since we didn't have access to our belongings and both national and the local folks turned down ideas (one of which they ultimately did use) on how to expedite the delivery. We appreciate the 500.00 adjustment but do continue to feel it is inadequate. Not going to worry anymore about it, but do request that the BBB continue to reflect this complaint in the system and post our response to the company's response as well. We've already updated the company's facebook page and we'll also add a google review just so people know to be careful when using this company. We'd been better off to reserve the second trailer at time of booking and then release it - I don't think there would be a cost for that as I think you only pay for what you use. We just relied on what they told us that a second trailer wouldn't be a problem. We did tell them at booking we didn't think we would need it, but we aren't professional movers so the learning for Upack would be to advise customers if you're not sure, reserve it and then release it. The fact that many of our critical items were in the cubes so paying the expedite fee on the first trailer was really a waste of money.

*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. ↩