ComplaintsforUnited Pro Van Lines, LLC

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern, My name is ***********************. As of May 30, 2023, I contacted United Pro Van Lines and I spoke with ******, *******************************, regarding a move of my furniture from ***** ***************************** Court TX. He quoted for that time as $1800; that is no more or less than what he quoted. On June 1st at 5:50 pm, 2 movers came and demanded more money and wanted to raise the price up to $2643.41 so I called the broker however he did not answer the phone. After the movers left, I contacted *********************** Office Manager and she told me that she couldn't refund the money because I canceled it late but I did not cancel at all. You guys have strongly refused to follow the contract as of May 30th. I paid $700 by Chase credit card. If I had known at the time then I would have called my credit to dispute then I would have gotten my money. However, I got a letter from ************************** and they threatened me that if I don't pay he will take me to court. I personally feel humiliated and mistreated. This is unfair.

  Business response

  04/13/2024

  Hello Again.

  What is not mentioned in your dialogue is that you booked your reservation less than 36 hours from the date you wanted to have your belongings picked up, when reservations like this are typically booked well in advance.  First, there was barely enough time to get a vehicle and a team together & be at your residence on time on the 1st, which was the only day you allowed this to occur.  We moved mountains in our schedule just to accommodate you, incurred labor & travel expenses, as a show of good faith in earning your business.  Next, as a result of the last-minute notice, there was no time for a quality assurance call to take place, which would have uncovered additional needs & address them ahead of time.  Additionally, we could only go off of what you specifically listed in your inventory list of items to be transported, which was confirmed by you to both your sales rep as well as a manager immediately before your payment was processed, and subsequently signed off on by you as being accurate.  Further, the contract specifically states that additional items will be billed at the prevailing rate, and when the team showed up to service your move there were, in fact, additional items to be transported that you failed to disclose on the booking call.  The contract also specifically states that payments are non-refundable if booked within five days of the date of departure and/or in the event of an onsite cancellation, both of these occurred, by you.  Finally, moving is an industry where many agencies know each other and come to find out, the prior company you booked with showed up to service your move and the same situation occurred, hence the last minute nature of this reservation.  You were told onsite as well as by customer service of all of the aforementioned, yet you decided to dispute the charge with your bank and won the dispute.  Just because the bank sides with the consumer does not mean the contract was not broken by the consumer, so yes we sent the file to collections and yes, it is something that will continue to be pursued until it is paid.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I received a quote from United Pro Van lines for a move from ******* to ********. They had me place a $500 deposit to secure the move. They were 2 whole days and a couple hours late when they arrived to pick up my belongings. Upon their arrival they took a photo of my belongings and sent it to their manager who then called me with a new quote (which was about $600 more than my original quote. ) I will add that I had removed a kitchen table as well as a couple other items from my list, so I was actually taking less than what I had originally quoted them. In addition to this, the driver showed me 2 options for insurance on the trip but he told me I had to pick a certain one, it was extremely shady and they were trying to get me to sign documents without answering my questions about them. They basically refused to move my stuff that day if I opted for the insurance option with more protection. This company is an absolute scam, do not work with them. I have receipts to prove that they raised the price on me once they arrived, which I had to get from the delivery driver because the man on the phone would not send me his new quote in writing Very shady. Luckily I was able to receive my $500 deposit back by filing a dispute with my bank. (After going back and forth with them for 3 months). Shame on this company for trying to take advantage of people in a vulnerable and stressful situation. Disgusting.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had a Cancellation of planned service, well in advance of any movement by UPVL, due to the death of the intended mover (my brother). United Pro ************************** gave us a commitment on refund, less a transaction fee of $100 (for what, who knows?). $1000 still in never-land! While my aged parents could use the money, returned. Four months later, we are truly bring given a run around, with endless delays and ignorance to make the transaction whole. This company seems to truly not care about customer-first, integrity of reputation, nor downstream reuse and referral business. Trust is huge in these circumstances, especially when dealing with customers personal possessions. Id hesitate to trust here with this or more. My .02.

  Business response

  12/14/2023

  
  Good Afternoon ******************* & The BBB; 

  We are in receipt of this grievance and we have researched the circumstances that ******************* has stated in the complaint. We are here to assist in any way we can however we must go over some of the information with answers why these events took place.  After an extensive look into the shippers file and the events that have led up to this point, there seems to be a lot of information that has been provided to support all parties involved (client, carrier & broker). We do understand that the client has experienced some frustrations regarding the events that have taken place;  ******************* requesting a quote and then booking relocation services with United Pro Van Lines on 06/28/2023.  ******************* signed their Binding Moving Estimate Online Document to UPVL (customers registered interstate moving broker) on Wednesday, 06/28/2023 06:36:56 PM (ET) and  was assigned the relocation services  to Great AMERICAN as the motor carrier. The estimated move date of Monday 06/0529/2023 a space reservation for ***** cf. (**** lbs) at the locked-in rate of $3.00 per CF going from *********, ** 28443  -to- **********, ** ***** which is approx. 650 miles.  The customer's deposit with UPVL for $1500.00 which is documented on their estimate agreement. This amount was not paid in one payment.  The 1st partial was in the amount of $400.00 paid via payment link by the consumers submission on 6/28/2023 via *****************. The 2nd installment was submitted on 6/29/2023 in the amount of $1,100.00 via payment link to ******************

  Our records indicate that on 07/05/2023 01:19:47 pm *** called to cancel and said he got a call that he finally had a kidney donor lined up and he is scheduled for surgery in the next month, advised of the options as things stand and placed the move on hold.   On 08/03/2023 11:47:03 am **** called in advising that he is ***`s next of kin notifying us of his death wanted to see that any existing accounts were transferred to his name and any funds existing either refunded or be used.  We correspond with **** expressing our deepest condolences and explaining company policy requires a death certificate to move forward in resolving the matter.  **** sent those records in immediately. 

  Our email communication with **** that day shows: In the conversations we had with *** regarding his move and circumstances, he was very kind to our staff and a pleasure to speak with, we are sorry for your loss.

  Refunds take up to 45 days to process due to our internal systems and processes refunds require the work of several departments and different procedures and forms of documentation are involved depending on the payment method used, due to these factors there is a $100 administrative fee. In addition, we allow time for the banking institutions to complete the refunds in full on their end in our estimate. The refund of $1,000.00 would be processed back to the **** ending in **** as our merchant can only process back to the card that payment was received.   We understand that 45 days seems like a very long time, and we agree. In most cases we are able to complete them sooner, but we allow for the maximum time it could take in our policy.

  Afterwards, there were several calls and emails sent back and forth with **** apologizing for the delay and communicating the refund minus the admin fee would be handled by management.  On 09/30/2023 02:16:23 pm.    The Director of Operations entered into the files notes that the refund had been processed. Refunded $1,000.00     Sep 30, 2023, 2:15 p.m. EDT
  Reason: Requested by customer. As per notes in file       Refunded by Mr. ******** *******

  **** then continues to call and email the months after claiming we still owe this refund.  We advised that the funds were reimbursed to the account to which was utilized to submit the deposit, no paper checks are sent out.   On h10/24/2023  ~ We communicated to **** Thank you for your patience while I spoke with the finance department. They informed me they sent the refund to the **** Debit ending in ****.  The funds have been successfully removed from our account and will not be processing a secondary $1,000.00 payment.  Please see the financier of the estate
  Again on 11/02/2023 ~ We sent another email correspondence at  12:55?PM.  

  Please see attached document providing proof of the refund that was sent on September 30th. At this time the finance department is adamant that we must wait for the funds to be returned in order to zelle the refund. We will not be processing a 2nd  payment since we have successfully sent and provided proof to the clients next of kin that  we in fact sent the funds. 

  The last documented communication on 12/05/2023 is as follows:    9:50?AM  - I sincerely apologize for the delay and any inconveniences for you and your family.

  I had presented your case to ownership to receive a refund and to perform the refund via zelle, as this is not normal business procedure. The finance department had advised me that the refund in the amount of $1,000.00 on September 30th, 2023 was processed back onto ***********************`s **** ending in ****. They have gone through bank statements and the $1,000.00 has not been processed back into our account. I have been advised although the circumstances surrounding the late cancellation are sorrowful it does not fiscally make sense to forfeit the $1,000.00 that has not been processed back into our account.

  On behalf of the finance team we apologize for any inconveniences.  At this time, we can not re-send an additional $1,000.00 after having paid the refund back to the account utilized to secure the move. We are terribly sorry for your loss and we understand that this is a stressful time.  However, as a business -  we provided proof of the reimbursement and the funds being withdrawn from our account to the account holder.  Therefore, at this time we will not be able to accommodate **** with an additional deposit reimbursement.

  Thank you for your understanding in this matter.
  United Pro Van Lines Customer Relations Team

  Customer response

  12/18/2023

   
  Complaint: 20964084
  
  I am rejecting this response because the vendor has too many discrepancies in their response that are not valid with the process and terms agreed.  I had notified them of acct closure prior to the alleged refund to the closed **** account.  And they agreed prior to the alleged refund attempt back to the ****, that ***** would be a *** le alternative for them.  To which I provided proper banking details and requested approval from them that this would work. More so, if an account is closed with ****, no further transactions can occur, in or out of the account.  So then, where is the money claimed to be refunded and who is holding it to this date?  
  
  Sincerely,
  
  *******************

  Business response

  12/26/2023

  
  Next of *********************** is insisting to resend the funds even after we have proved we sent to the account. Our resolve is to allow the financial institutions sort out this issue.  Our Mgmt. can provide statement showing the funds were sent to the account assigned to the original account holder, *****************;  not *********  The account was set up by *** and due to the events that have happened, we are attempting to resolve this matter amicably, not pressured by the Estate Representative.   Please advise that the bank and merchant processor will look over this matter in detail to finalize the issue.
  

  Business response

  12/26/2023

  Our apologies, the auto correction may have changed the spellings of the consumer on file;

  Next of *********************** is insisting to resend the funds even after we have proved we sent to the account. Our resolve is to allow the financial institutions sort out this issue. Our Mgmt. can provide statement showing the funds were sent to the account assigned to the original account holder, *****************; not *******************. The account was set up by *** and due to the events that have happened, we are attempting to resolve this matter amicably, not pressured by the Estate Representative.  We are emphatic to the situation however we can not send funds that a have already been processed from our account paid as a refund to the account holder's account on file.  Please advise that the bank and merchant processor will look over this matter in detail to finalize the issue.

   

   

  Customer response

  01/02/2024

   
  Complaint: 20964084
  
  I am rejecting this response because:

  In Speaking with both the Bank Card issuer ******* AND ***************** BOTH elite financial institutions, each has cited that it is against US Law for them to retain funds attempted to be refunded to a closed account.  They are required BY LAW to return the refund attempt within 24hrs and never accept any monies from the originator - in this case, United Pro Vanlines   
  

  So, United Pro Vanlines here is stating that they processed the refund and did not receive any returned monies from ***** while they also claim to have supplied us with tracking information. They  have not done so to-date (I have requested this tracing detail more than 4 times, without response).  VISA has no record of funds nor any attempt at refund being made to the account used herein.  
  

  I am declining UPVL attempt here to substantiate actions taken or not.    

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

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid this company to do our move, first problem was they called back after our initial consultation and said we owed more money because the person initially doing our intake was drunk and didnt get the info correct. Second issue was we had a date we had to be out by no exceptions they kept pushing back our date so we had no choice to cancel the move and go another direction. They absolutely refuse to give me my deposit back they keep saying there machines are down they are working on it ,machines still arent working ,refund system is down etc were on month 5 now of them making an excuse as to why there system doesnt work for a refund. *** called emailed dozens of times and Ive asked to speak to upper management and they say they owners are aware of the issue but they wont be contacting me again until any new info is there. Ive never in my life heard of any business taking 5 plus months to get a refund back to their customer for not providing the service they charged me for. I need my Money back today. I know at this point they are just hoping enough time goes by Ill forget the money but I refuse to let crooked people keep my money for doing nothing. They put us in a huge bind by not coming on the date they told us they would. And they said well we could have come a week earlier but imagine that no one called us the week prior to give us that option.

  Business response

  12/15/2023

  Good Afternoon ****************************; & The BBB; 

  We are in receipt of this grievance and we have researched the circumstances that ***************************** has stated in the complaint. We are here to assist in any way we can however we must go over some of the information with answers why these events took place.  After an extensive look into the shippers file and the events that have led up to this point, there seems to be a lot of information that has been provided to support all parties involved (client, carrier & broker). We do understand that the client has experienced some frustrations regarding the events that have taken place;  ****************************; requesting a quote and then booking relocation services with United Pro Van Lines on 07/07/2023.  ***************************** signed their Binding Moving Estimate Online Document to UPVL (customers registered interstate moving broker) on Friday, 07/07/2023 08:13:46 PM (ET)  and  was assigned the relocation services  to *************************************** as the motor carrier. The estimated move date of Friday 07/28/2023 & Saturday 07/29/2023 a space reservation for ***** cf. (**** lbs) at the locked-in rate of $3.25 per CF going from *******, ** *****   -to- ****************, ** ***** which is approx. 682 miles.  The customer's deposit with UPVL for $1392.85 which is documented on their estimate agreement. 
  We can assure you that your Booking Coordinator was not under the influence of any alcohol during the time he was preparing your estimate for cost and services.  At the time of completing the booking process of your reservation, it is the shippers responsibility to review the *** Agreement in its entirety which also includes the Terms & Conditions as well as the inventory list of what is to be transported.  After completion, our Support staff spoke with you regarding the claims of the missing items to which the revision was made & you were notified of the revision.  On  07/25/2023 03:28:06 pm the Support Mgr.  called the customer to see if she wants to move forward. She said yes. We resent the contract for her to sign, advising her no additional deposit is due as far as united pro van lines is concerned but the total moving cost has been updated. I advised her once she signs we can send the update to the motor carrier. Also advised the shipper that we would call on the 27th with the day and time of arrival. She said she's out right now but will sign shortly.

  Our records show:  Tuesday, 07/25/2023 04:32:05 PM (ET)   IP Address: 97.124.146.122 
  customer signed Updated INVT list sent to carrier.

  On 07/27/2023 03:40:53 pm Support Mgr. called the carrier office to pick up ETA~, they said they spoke with the customer an hour ago because she was on the schedule for the 29th but the customer wants the 28th and that they would work on it and call her back.  However,  the Shipper DID sign and agree to be available for this 2 day window for services. Friday 07/28/2023 & Saturday 07/29/2023 outlined in her moving policy. On the 28th, the shipper continued to insist on being picked up on Friday, to which the carrier advised they can not accommodate her, their truck will be arriving the following day as outlined in her moving policy.

  The following day ~ 07/29/2023 02:59:22 pm The Carrier informed us that per regulatory policies and guidelines, the *** advised their trucks needed to break for designated time.  This happens if a truck travels for a long period of time.  Regulation demand breaks between days of work.   When the carrier resumed services the following day - the shipper wanted to cancel.  

  As per the Terms & Conditions Section 14. ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES.  UNITED PRO VAN LINES WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY.  THE MOVING COMPANY (CARRIER) WILL DO ITS BEST TO MEET ANY REQUESTS FOR PICK UP AND DELIVERY DATES.  BUSINESS DAYS DO NOT INCLUDE HOLIDAYS OR WEEKENDS.  THE MOVING COMPANY (CARRIER) AND OR UNITED PRO VAN LINES (BROKER) SHALL NOT BE HELD LIABLE FOR DELAY CAUSED BY HIGHWAY OBSTRUCTION OR FAULTY OR IMPASSABLE HIGHWAYS, OR LACK OF CAPACITY OF ANY HIGHWAY,BRIDGE OR FERRY, CAUSED BY BREAKDOWN OR MECHANICAL DEFECT OF VEHICLES/EQUIPMENT.

  On 7/31 - Shipper **************** sent an email requesting a refund.  The file was forwarded to management for their determination in the matter. After a file review, The Director of Operations made the decision to approve the refund.  ******* was notified of this outcome.  **************** also was advised that refunds can take time to process.  The file was then submitted to the Billing and ************* The Support staff continues to speak with **************** or other family members when they call or email in seeking updates.   We sincerely apologize for the inconvenience due to the delayed processing issues.  Multiple requests for status updates have been recorded and sent to the ***** Supervisor.  We continue to monitor this matter until resolution is made.  At this time, the file remains under the Billing ***** until resolved. We will check the status and contact the shipper with any new developments in the reimbursement status. 

  Thank you for your patience in this matter.
  Sincerely,
  ********************** - Compliance Mgr. 
  

  
  

  Customer response

  12/22/2023

   
  Complaint: 20961100
  
  I am rejecting this response because: its absolutely un acceptable to have processing  issues to issue a refund for 6 months that I still havent received 6 months later. Also If you can assure me that your employee wasnt drunk then you should make sure your other employees dont tell your customers that was the case and that original person taking my information has now been fired ?? 

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

  Business response

  12/27/2023

  Good Evening ****************;

  Our internal company operations that handle HR issues, training of employees and maintaining corporate structure has been the main focus of our upper management team.  We can not comment on a statement an employee said to you during a call that we did not oversee.  However, when handling claims of employees being drunk during operational hours, our investigation has shown that all employees are of sound mind while conducting company matters.   We have implemented strict policies to all staff which are upheld daily.  We apologize that you have felt as if your file did not get the utmost attention at the time of booking your reservation.

  Moving on the the second matter that needs addressing;  Your file has been forward to upper management team members who will complete any final steps necessary to complete this venture.  Again, I apologize for the delay you have experienced.  We are awaiting for the final close-out of the file to report to you.  We can notify you once that has been finished and the file closed.  We appreciate your patience and cooperation during this time.

  Thank you kindly,
  
  **********************

• Initial Complaint

  10/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hi, I booked a moving truck and they pick up my stuff on Friday September 29/2023 and delivery should be on Sunday October 1st/2023 from *********** to *********. Its been 5 days I been waiting for the delivery in my new empty apartment I have no food no clothes no place to sleep. I am literally sitting on the floor with my kids please help me to get my delivery I am so stressed out.

  Business response

  10/09/2023

  Good Afternoon *********************** & The BBB; 
  
  We are in receipt of this grievance and we have researched the circumstances that *********************** has stated in the complaint. We are here to assist in any way we can however we must go over some of the information with answers why these events took place.  After an extensive look into the shippers file and the events that have led up to this point, there seems to be a lot of information that has been provided to support all parties involved (client, carrier & broker). We do understand that the client has experienced some frustrations regarding the events that have taken place;  *********************** requesting a quote and then booking relocation services with United Pro Van Lines on 09/13/2023.  Eram signed their Binding Moving Estimate Online Document to which UPVL (customers registered interstate moving broker) on Wednesday, 09/13/2023 07:58:25 PM (ET) and  was assigned the relocation services  to GREAT AMERICAN VAN ********************** as the motor carrier. The estimated move date of Friday/Saturday 09/29/2023-09/30/2023 a space reservation for 286 cf. (***** lbs) at the locked-in rate of $3.65 per CF going from *******, ** ***** -to- *********, ** ***** which is approx. 327 miles.  The customer secured a deposit with UPVL for $500.00 which is documented on their estimate agreement. 
  
  After the pick-up was performed by the carrier, United Pro Van Lines provides an estimated window for a customer to anticipate delivery services.  Please keep in mind that we are the Moving broker, not the motor carrier.  We can not provide definitive information without consulting with the carriers office.  The estimated delivery window based on the mileage to be traveled, which was 327 miles 0 - 500 MILES is  1-7 BUSINESS DAYS from the First Available Delivery Date the consumer provides on the Bill of Lading.  The Bill of Lading is the contract which the customer signs and agrees to the carriers Terms & Conditions at the time the pick up is being performed. With that being said, lets examine the pick up being performed 9/29-9/30, if the customer states they are able to accept delivery the following day, 9/30 or 10/01 1-7 business days would fall within a window of Monday 10/02 to Tuesday 10/10.  
  
  Our internal records show communications between our staff and the carriers office informing us that on 10/09/2023 10:55:45 AM Mgmt. was advised that Eram called for a delivery update.  As per the Carriers Dispatch Supervisor the delivery this afternoon, Monday 10/09 or possibly tomorrow Tuesday 10/10.  We also must point out that the Carriers Bill of Lading (outlined in the Delivery Section) states that a carrier may utilize up to 21 business days for delivery from the consumers first available delivery date recorded on the bill of lading contract.  Now, we believe that the carrier Great American doesnt intend to use that much time to deliver this customers shipment since they have already presented a delivery date that is within the timeline outlined on the Moving Policy Agreement as an Estimated Delivery Timeline. 
  
  We apologize for any misunderstandings.  Our staff will be more than happy to go over these Terms & Conditions that are presented in your contracts.  We hope you are able to meet the delivery driver tomorrow to accept your belongings and get settled into your new home. If you have additional questions, please contact our office at the toll-free number listed on your paperwork. 
  
  Thank you and have a pleasant evening. 
  ********************** - Compliance Mgr. 
  United Pro Van Lines

   

  
  

• Initial Complaint

  10/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I described it desired settlement. I honestly dont know what can replace my losses, its impossible for me to put a price on memories.

  Customer response

  10/01/2023

  I paid ******** Truck August 28 $1,059.99 then paid United ************ August 29 $750 then I paid the drivers $1,500 in a check, gave them $2000 cash and $500 as a tip in cash. Which comes to $5,809.99 then when they deliver my property they want another $3000. Which will bring the total to $8,809.99, when I was quoted a price of $2072.08. Nothing was bubble wrapped, they just pulled out the drawers and dumped the contents in a box. Refused to take any of my glass ware, took items I asked them to leave for my old landlord (my landlord was there when all of this was happening). Demanded I buy them lunch and I could go on and on. I can copy my bank information and send it to you if needed plus the agreement with the moving company. Thank you for helping me with this matter. Jana 

  Business response

  10/02/2023

  Good Afternoon *****************************;

  As per the moving policy with United Pro Van Lines, it advises you must see the Bill of Lading Contract with the Carrier, the company who performed the relocation, for the claims process.   Each carrier has the shipper elected which the level of coverage the shipper would like to have for their shipment.  There are 2 options to choose from.  The 1st is Full Protection Coverage which carries an additional premium payment at the time of pick up directly to the carrier since the ****************** Policy is covering the items in the shipment.  Full Protection is not free of charge.  The 2nd option is the Standard Valuation Coverage listed in the Bill of Lading Contract. This specifies that the shipment is covered by way of industrys $.60 per pound per article that is reported damaged or missing upon delivery.  The settlement will vary from shipper to shipper depending on the items that are being claimed as damaged.  These are the only 2 options that are available.  United Pro states in our Agreement in section #4(see below):
  
  4. THE CUSTOMER HAS HIRED ********************** AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER, IN ACTING AS A SHIPPER AGENT ONLY, UNITED PRO VAN LINES IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. THE CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. UNITED PRO VAN LINES WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIER MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.

  Our Customer Support Team will be more than happy to assist you in getting to the carriers ********************** so a proper claim can be filed.  Additional steps can be taken, however the carriers sensitive information is not published so we strongly urge you to contact our staff or the carriers office so the accurate details can be provided.  Industry guidelines allow shippers up to 9 months to file a claim for damages.  If you have any other questions, please call our office during regular business hours and we can guide you in the correct path for a positive resolution.

  Thank you for your patience in this matter.
  United Pro Van Lines

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Beware Scammers! On 9/6/23 I got a call from United Pro **** ****** who agreed literally with all conditions I made to move my furniture.hm an attractivedeal for the route. I was asked to immediately pay $1290 to lock the deal.When I printed the contract I was shocked. Whatever I was told by ***** was a BIG LIE. He lied on multiple things (extra fees I had to pay once I get my stuff (including packaging and handling) I right away called back & here you go,NO ANSWER.I emailed within an hour asking to cancel and refund me.According to their contract full cancellation applies when its done within 24 hours of the order. They called & tried to persuade me not to cancel by promising not to change extra. But I already researched about this fraud company. Finally she gave up & told me that I would receive the refund within 45 days, HUH? Thats what verbally said but paper contact clearly says 14 BUSINESS DAYS. They finally admitted knowing I have the paper contact. I called them regularly talked to ***, the rudest rep Ive ever talked to. The way I was treated by her, I felt myself robbed.I reporting to FMCSA & will file a police report, BBB and FINALLY take legal action to get their license suspended. FYI, today was 14th business day. Another lie.They have system issue processor doesnt work & they cant refund. LIESEvery time I spoke to *** she told me they still have time,14th bussiness day will be on 9/27/23. Now its the end of day. No refund! The system only works when charges but stops working when they refund.Now another trick, they sent me a screenshot! if I publicly report about the false case while its under review I they will forfeit the case.FYI,I already have cancellation email approved by you. ALL I WANT IS REFUND. I already found the owner and will also publicly post so everyone knows they are robbing people. All proofs I can provide. File FMCSA if you have similar case My order # is UP6550080, in case if they lie saying we dont have such a customer

  Business response

  10/02/2023

  
  Good afternoon BBB & ***********************************;

  Our records indicate that the consumer signed up for services on 9/06/2023 and secured their reservation with a deposit of $1,290.00.  The following day,  09/07/2023 09:20:57 am ******************** Mgr. received a request from the consumer to please Cancel my reservation.  ************** Mgr.  decided to take this matter to senior management in regards to cancellation.   Our findings reflect that the customer is canceling the reservation within  the Cancellation policy  window.   Our policy states that refunds can take up to 14 business days for processing.  On 09/20/2023 11:45:30 am The customer inquired why she hadn't received a refund.   We advised per our policy;  the process can take up to 14 business days which 14th business day from the date of cancellation will fall on 9/27.  Sr. ***** is handling the matter and customers will be notified once funds are released.   The following few days ****** continued to call our ********************** and question our company policy insisting the refund be processed immediately.  Again we advised that the refund is in process and will be completed within the timeline presented in the original conversation back from 9/07.   The refund was submitted for processing as indicated on 9/27  and on  09/30/2023 02:37:32 pm;  Sr.  ***** received notification from the bank that  the customer was refunded in the amount of  $1,290.00 and this action was completed as of  Sep 30, 2023, 2:36 p.m. EDT Reason: Canceled. Cancel per special cxl window.

  
  This file is considered closed and no further action is required at this time. 
  Thank you for your patience and understanding. 

  United Pro Van Lines ***** Team 

  
  

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is the worst I ever dealt with !!!!! They took my $**** to move from ******* to ******* assured me my things would arrive in 10 business days well a month later I have nothing and no idea when they plan to come. The mover was very rude demanding another 600 on top of the **** to take any furniture so I was forced to leave my beds behind. I will be taking them to court if I dont receive my things soon. Very bad experience do not use this company!!!!!!!!

  Business response

  09/06/2023

  
  Good Afternoon BBB Representative and *****************************;     

  We have had an opportunity to review the client's file and the events that have led up to this point, there seems to be a lot of information that has been provided to support all parties involved (client, carrier & broker). We do understand that the client has experienced some frustrations regarding the events that have taken place; the file begins with the client,   *****************************; requesting a quote and then booking relocation services with United Pro Van Lines (UPVL) on Wednesday, 07/26/2023.  ***************************** signed a Binding Moving Estimate Agreement/Contract Wednesday, 07/26/2023 07:57:50 PM (ET) that reflects the estimated move date of Saturday-Sunday 07/29/2023-07/30/2023, a space reservation for 286 CF at the locked in rate of $4.00 per CF, going from *******, ** 82070  to  ******, ** ***** which is approx. 946 miles.  Client's Contract has an Articles List 8 Items, 39 Pieces.  The client secured a deposit with UPVL for $600.00 through our processor.  This *** Agreement has   Robins  *********** displaying that the customer has agreed to the Company Policy Terms & Conditions within this contract. The client also agreed to the payments Terms & conditions when submitting the Credit Card Authorization Form which the client fills out on their own accord via a secure  payment link.   Our ************** assigned the carrier to execute this relocation by sending them a Job Acceptance Form (JAF)  to carrier MOVERS AND PACKERS RELOCATION SPECIALISTS which was accepted and electronically signed by their staff on 07/27/2023.

  Reviewing your file has already determined that United Pro VL did not secure a $1,200 deposit, but $600.00 for the reservation, the truck and the secured route.  Please remember upon signing the *** Agreement, we disclose that United Pro is your moving broker, not the carrier.  We advocate on behalf of the customer if issues arise onsite with the movers.  The file also shows that we update the address for delivery per customer request on 7/28/2023.  We wwe also able to determine that the customer will not be utilizing carrier storagel. Our staff notified the shipper on 7/28 the breakdown of the balance and acceptable forms of payment to the carrier:  The remaining balance as it stands is $1,182.58. This balance is split into 2 payments 50% at the pick up of the items and 50% at the delivery of the items. The 50% due today is $591.29. Payment can also be made in postal money order, cashiers check or zelle at pick up. Payment in cash or zelle are immediate funds which also helps with the fast turn around for delivery. At delivery acceptable forms of payment are cash or postal money order.

  On 7/29 we recvd notice from the shipper informing our office that the truck did not arrive at the time we were advised, arriving 1 hour later.  ******* advised that what I was bringing passed the space reservation of 286 CF allotted.  Shipper was very upset that there was an increase in cost due to having more inventory onsite than what is listed on her paperwork with UPVL.   On 7/30 Our support staff replied:  Thank you for your email.  I apologize for my delayed response.  I happened to check my email this morning and felt you deserved an immediate response.  We would also like to apologize that you didn't have a favorable experience during your move. We understand how delays can be an inconvenience.  Unfortunately, You booked your reservation within 3 days of the actual move date which means that any adjustments that need to be made to the inventory list would need to be made with the ******* on site as per company policy.  At booking an inventory list is given and United Pro Van Lines generates an estimation of cubic feet based on the individual items. When the movers arrive and items are loaded onto the truck the cubic feet may change depending on if certain items are non-stackable, larger than the estimation or additional items. The moving company must go by the cubic feet and not each individual item on the inventory list. As multiple bulky, non-stackable individual items may surpass the estimation of cubic feet.  You have a binding to not exceed estimate with United Pro Van Lines based on the items that were given to your estimator upon booking. If any additional pieces, packing services, cubic foot or labor services are added at the origin or destination to those quoted, the customer shall be charged for these services at the governing tariff rates.

  I do understand extra fees are frustrating, especially because long distance moving is stressful and a financial burden. I will request the signed bill of lading from your motor carrier, Movers and Packers Relocation Specialist, so I can review the charges. This process can take a few business days but once the review is complete, I will absolutely be in touch with you.

  On 7/31 our support staff advised the shipper of the following information:  I was able to receive and review the bill of lading this morning. The charges are accurate. I have also attached the bill of lading for your review as well.  Movers and Packers did apply an additional discount on top of the United Pro Van Lines discount of $125.00. The remaining balance due at the destination location is $583.00.   On 8/02 the shipper requested an update on the delivery timeline.  We advised that the estimated window is **** business days to arrive and the driver would reach out to you directly the day before.  However, upon pick-up the shipper signs a Bill of Lading with the carriers office that has their Terms & Conditions printed on the contract.  By Regulations, the carrier is allowed to utilize (if necessary) up to 21 business days for delivery from the First Available Delivery Date requested by the shipper.  That information can be found in the top right hand corner of the Bill of Lading. 

  We do understand that moving is a stressful time in peoples lives.  Our goal is to make sure that each shipper is informed and aware of the regulations that the carrier must abide by.  If the carrier should exceed that 21 business day timeline, United Pro will advocate on the shippers behalf if compensation or discounts are available due to a tardy delivery.  Again, please be advised that the Delivery Clause is listed on the Bill of Lading from Movers and Packers to which they are to arrive at the destination.   If you need further assistance in understanding the delivery example timelines please contact our customer service department and we can go over the details with you directly. 

  Thank you for yur time in this matter,
  Best Regards.
  
  *****************************;
  

  
  

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *********************** ,I hired this company to do a move from *********** ,** to *****, ** .**** the driver arrived i explained what the quote was and he said we will see. After he got everything loaded he said the price was going to be almost double what i was quoted . It has been over 21 days since my things were picked up in ***** and still have yet to arrive in ******* . This company told me the move would not be brokered out then when the truck arrived the 28th of July it was actually a pickup with a car trailer and no DOT markings( Pelican Movers) out of ********. Today is August 21st and still haven't received my belongings. So over 21 days to go ***** miles. **** i spoke with customer service about 30 minutes ago they still can't provide me a delivery date or tell me where my things are .I told them i wanted at least a partial refund due to it being over 21 days and was told that wasn't going to happen .....BEWARE OF THIS COMPANY AND ITS PRACTICES.......This is still ongoing

  Business response

  08/21/2023

  Good Afternoon BBB Representative and *****************************;

  We have had an opportunity to review the client's file and the events that have led up to this point, there seems to be a lot of information that has been provided to support all parties involved (client, carrier & broker). We do understand that the client has experienced some frustrations regarding the events that have taken place; the file begins with the client,   **************************; requesting a quote and then booking relocation services with United Pro Van Lines (UPVL) on Tuesday 7/18/2023.  ***************************** signed a Binding Moving Estimate Agreement/Contract Tuesday, 07/18/2023 08:14:08 PM (ET) that reflects the estimated move date of  Friday/Saturday 07/28/2023-07/29/2023, a space reservation for 420 CF at the locked in rate of $3.25 per CF, going from ***********, ** 76258  to  *****, ** ***** which is approx. ***** miles.  Client's Contract has an Articles List 12 Items, 46 Pieces.  The client secured a deposit with UPVL for $901.00 through our processor.  This *** Agreement has   Robins  *********** displaying that the customer has agreed to the Company Policy Terms & Conditions within this contract. The client also agreed to the payments Terms & conditions when submitting the Credit Card Authorization Form which the client fills out on their own accord via a secure  payment link.   Our ************** assigned the carrier to execute this relocation by sending them a Job Acceptance Form (JAF) which was accepted and electronically signed by their staff on 7/21/2023.  

  Reviewing the matter, the consumers file is full of communication that reflects that our Support Staff has gone above & beyond to resolve all matters that the client has brought up that was not to their satisfaction.  The Bill of Lading that was signed by the customer, is a legal binding contract for services between the shipper and the carrier.  By regulatory guidelines the carrier has up to 30 business days to deliver a customers shipment to the destination based on the first available delivery date recorded on the top corner of this document.  We understand that *** stated it has been 18 days, however the carrier bases all shipment transportation on business days which will make a difference in the arrival date at the destination address.  We would advise the shipper to read over the paperwork that displays all this important information the carrier provides at the time of pick up.  Also, when our Staff was advised of this complaint, we must make all parties of the details that are usually not brought to light. 

  08/21/2023 11:57:53 am     ****** called to ask about delivery status kept saying over 21 business days even though his FADD (First Available Delivery Date) was 08/02 explained that is not the case and asked if he had provided them an address to deliver to as of yet he said no one called him so I asked him to provide it to me and sent it to the motor carrier.  21 business days from 8/02 ends on Thursday 8/31. Customer Requested to speak to the C/S Supervisor today.

  08/21/2023 04:55:04 pm    **************** Mgr. spoke with the customer & advised him I saw that he put a BBB complaint after all  we have done to assist him in getting issues resolved. I told him that of course I would continue to help him in any way I possibly can but it was disheartening to see because the complaint does not show the entire timeline and resolution of the events.  We have gone above the standard recourse to assist this shipper, to accommodate his pick up and even went further and assisted him with the bill of lading and saved him $900 off the delivery balance. He said he never received delivery last week. I placed a customer on hold, called the carriers owner. The carrier Mgr.  texted said he was driving and asked to call later. I advised the customer of this. ********; said he updated the delivery address earlier. I told the customer I would text the updated delivery address to the dispatch manager (I texted Carrier Owner he said "k"). I advised the customer I would follow up tomorrow with the carrier and him.

  The delivery is not considered tardy until 21 business days which falls on Aug. 31st. This matter is still active and new information will be presented to the shipper once Delivery update is provided by the carrier. 
  Thank you
  

  
  

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********* move from ********, ******* to ******, ******* June 2023:After many thorough conversations with UNITED PRO VAN LINES regarding our items to be moved we were quoted 407 cf with an estimated total moving cost of $2000. United Pro Van Lines set up our move with *********************** AND TRANSPORTATION. When they arrived at our home in ******* the mover asked me to sign the Interstate Bill of Lading Contract. The only numbers on the contract when I signed it was the Cubic Feet Charges of 407 @ **** per cu ft. total $1028. I then signed the contract.The movers had our allotted space in the truck roped off and showed us multiple times that we had plenty of space. He had a rope hanging in the truck that we could not go past or we would be over the 407cf. Once all our items were loaded and we were once again told we had plenty of room left we opted to add a few additional items, such as bulk ****** toilet paper and bulk ****** paper towels. The mover then shut the truck. He then informed us that we went over the number of items quoted and it would be an additional $422. Now totalling $2422. We were shocked because no one had ever mentioned number of items we were only told we had 407cf in our quoted move. We were told before he shut the truck that we were still behind the rope and under our quoted 407cf. We then demanded that he open the truck so that we could take the additional items off. We were not going to pay $422 more to send items such as toilet paper. He then added the additional numbers to the contract I had previously signed. I did not sign anything after he added the new updated total. He told us that he was not allowed to open the truck door once it was closed. We told the driver we needed to call the moving company and we immediately called ****** with ************************************************* and while we were on the phone with her the driver drove away with our valuables! This was the beginning of our nightmare move. ****** with United Pro Van Lines told us multiple times she would review the Interstate Bill of Lading Contract and get back with us. Of course we never heard anything. Our hands were tied. The moving company, *********************** AND TRANSPORTATION had our valuables and we just wanted them delivered safely.Our valuables left our home in ******* on 6/21/2023 and did not arrive at our ******* home until 7/14/2023 at 8pm (our first date listed for delivery was 6/26/23 so this was 19 days later) I was told on average it would take about 4 days. I was never informed that it was a shared move and could take this long. On two different occasions we flew to ******* awaiting our items which never showed. There were lots of expenses in flights, hotels and rental cars.When our long awaited valuables finally showed up in *******, the first thing I noticed when the movers opened the truck were our couch cushions unwrapped and laying on the floor of the dirty truck! We had just purchased a brand new Pottery Barn sectional, dining table, console table and bench. They were in perfect condition when they left our home in *******. All items were delivered damaged and beyond repair. To replace the couch alone would be over $6000 and we will be lucky to get $200 back from the insurance. I realize now we should have purchased additional insurance. I was only told multiple times by United Pro Van Lines that we were completely protected with up to $10,000 in insurance that was included in our move. I was never informed that I would only actually get .60 per pound. The movers on the drop off told us that all of our furniture should have been wrapped in blankets. None of our furniture was wrapped or protected. It looked like someone just threw it in the truck.. The couch has multiple tears, grease, and dirt stains. The tables are chipped and dented. We are heartbroken over this move. We spent years saving for our retirement home and picked out the perfect furniture and it was not handled with care. Ironically, the toilet paper and paper towels we tried to remove from the truck never showed up. We also had a brand new twin mattress and garage shelves that did not show up either. We feel like we were misled, lied too and taken advantage of. At minimum we should be refunded the additional $422 in addition to the furniture insurance that was added on at the end. The receipt for the Pottery Barn furniture totals $4877.71 (I purchased it during a sale). To replace the items today it would cost over $9,754. As they are not on sale any longer. I am asking the moving company for a full refund of $2422.40 for the disaster move. I hope there will be further investigation into both of these companies. No one should go through the stress of this. If we were to do it again, we would rent a truck and move our items ourselves. At minimum the sales staff at United Pro Van Lines needs to be educated. I will begin sharing our story on as many social media platforms as possible. I do hope the United Pro Van Lines will do the right thing in compensating us for our losses. PLEASE INVESTIGATE THE FOLLOWING COMPANIES:United Pro Van Lines ************* ********************************** www.unitedprovanlines.com ******: ******* MC: ******* *********************** AND TRANSPORTATION ************ DOT #******* MC# ******

  Business response

  08/15/2023

  Good Afternoon BBB Representative and *****************************;
  We have had an opportunity to review the client's file and the events that have led up to this point, there seems to be a lot of information that has been provided to support all parties involved (client, carrier & broker). We do understand that the client has experienced some frustrations regarding the events that have taken place; the file begins with the client,   *************************; requesting a quote and then booking relocation services with United Pro Van Lines (UPVL) on Friday, 06/09/2023.  ***** signed a Binding Moving Estimate Agreement/Contract Friday, 06/09/2023 06:44:36 PM (ET) that reflects the estimated move date of  Saturday/Sunday 07/01/2023-07/02/2023, a space reservation for 404 CF at the locked in rate of $4.00 per CF, going from ********, ** ***** to  ******, ** ***** which is approx. ***** miles.  Client's Contract has an Articles List 10 Items, 32 Pieces.  The client secured a deposit with UPVL for $350.00 through our processor.  This *** Agreement has   Robins  *********** displaying that the customer has agreed to the Company Policy Terms & Conditions within this contract. The client also agreed to the payments Terms & conditions when submitting the Credit Card Authorization Form which the client fills out on their own accord via a secure  payment link.   Our ************** assigned the carrier  *********************** AND TRANSPORTATION to execute this relocation by sending them a Job Acceptance Form (JAF) which was accepted and electronically signed by their staff on 6/11/2023.  

  After the initial reservation was completed with the Booking Agent, Gabe - the Customer has an obligation to keep our office updated with new developments, revisions and/or changes that *** affect the outcome of her move.  As **************** broker, we were able to make the appropriate accommodations for the day of pick up.  Also within the Terms & Conditions listed in the moving policy, we display in detail a realistic expectation of delivery timeline based on the customers distance to be traveled, the size of their shipment and the customers first available date for delivery.  Shipments that are smaller are grouped together, all separated by numbered allotment stickers placed into a semitrailer with similar sized shipments going in a similar direction.  It is not fuel efficient to send small shipments to their destination by themselves.  We are able to offer savings on the overall cost of the move by pairing loads together in a semi trailer. UPVL also reviews delivery timelines expectations.  400 CF going ***** miles is estimated   in writing:  ***** - ***** MILES **** BUSINESS DAYS from the first available date for delivery.    Based on the customers input within the complaint, our first date listed for delivery was 6/26/23 so this was 19 days later.  Our valuables left our home in ******* on 6/21/2023 and did not arrive at our ******* home until 7/14/2023 at 8pm.   *** **** business days  from 6/26/23 is Fri. 6/30 (5 business days) to Thursday 7/13 (14 business days). *** 

  Per the clients claim, the delivery arrived 7/14 at 8pm, the carrier arrived 1 day outside the estimated timeline our office placed in writing within the policy.  HOWEVER, based on the ***** & DOT Regulations, the carrier are allowed to utilize up to 21 business days to deliver a customer from their first available date for delivery.  In this case, the carrier did not use 21 business days, they arrived 15 business days from the first available date they were able to accept their belongings from the carrier. We apologize that you were without your goods for those 15 business days, but the carrier and the broker were not operating in malice.  All details were provided up front to the shipper during the booking process. 

  When discussing the claims process and reimbursements for lost or damages, in the **** OF LADING it states very specifically, that all claims must be filed directly with the carrier since they were the entity to perform the relocation.  If the customer elected the Valuation Coverage that states clearly in the documentation, $.60 per pound per article up to $10,000 in coverage.  The alternative option is Full Value Coverage which is not free of charge. To have additional coverage, the shipper will be obligated to pay for premium payment to the carrier prior to the shipment leaving the origin address.  ************ carries an additional fee for the additional full value coverage.  If the shipper is disputing the additional fee of $422 for additional items placed on the truck, more than the items listed on the policy, it typically means the shipper will not pay for the Full Coverage Protection.   

  Also the shipper signed the Bill of Lading, agreeing to the services and their corresponding fees.  We were not onsite to dispute the shippers account of the events, we must abide by the signed paperwork.  We apologize that you believe you were not provided the service you anticipated.  Under a thorough review, the documentation reflects that the broker and carrier followed the paperwork as instructed. We advise you to contact the carriers insurance company to discuss the claims process and their offer based on the elected coverage signed for on the paperwork. UPVL has a documented account of all communication with the shipper going over all the matters as listed all while abiding by our Terms & Conditions listed with the *** Agreement as indicated in both signed copies attached for review.  We are more than happy to point the shipper in the correct direction to get the matters resolved with a claim for lost or damages.  We are not responsible due to the signed BOL with the carrier showing they have the accountability for this relocation from origin to destination. We will continue to monitor or assist if necassry.  Thank you 
  

  
  

  Customer response

  08/16/2023

   
  Complaint: 20450503
  
  I am rejecting this response because the number of items were never mentioned until the truck was closed and the driver added additional cost to the previously sign Bill of Ladings contract. He then refused to open the door and allow us to remove items. We were only told that we had plenty of space left in our allotted square footage. This is the only reason the number of items increased. The driver told us we could add more stuff that we were under our allotted 407 cf.  I understand United Pro Van Lines was not on sight, but they arranged Handle with Care movers to move our valuables, so they are responsible for making sure they are a reliable company. I would like to know if United Pro Vans ensured that Handle with Care participates in an arbitration program before contracting them. Under Federal regulations all interstate movers must establish or participate in an arbitration program for individual shippers to resolve disputes about property loss and damage and disputes about charges in addition to those collected at delivery. Regulations also require your mover to provide you with information about their arbitration program before you sign a bill of lading. We were not given this information. As we are aware that on page 17 of the US ********** of *********************************************************** (FMCSA) Rights & Responsibilities booklet. 

  Please provide us with the Arbitration program Handle with Care Movers participate in.

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

  Business response

  08/21/2023

  We understand that the dispute for the additional funds for the extra items are involving the carrier.  ******************** Team is equipped to assist in matters such as these for a positive resolution.  As your broker, we advocate for the shipper to the carrier so all parties can find a solution to the ongoing dispute.  Your file has been reviewed ******* times by the agent and can have Mgmt. look it over for you.  Again, the matter is a dispute between yourself and the carrier.  UPVL prepared your estimate based on the specifications you provided.  We adjusted your paperwork to reflect an estimated volume you would need when transporting your goods. The carrier is an independently owned and operated company that abides by gyuidelines and regulations as well.  If you had more items that listed on the paperwork, the carrier can charge additonal fees to accomodate those items for transport. Our Customer Support Team can review these matters with you.  Please call our toll-free number during regular business hours and any Agent can assist you.

  Thank you 

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