Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired this company to move my items, not only did they do a sloppy job, but I have damaged items as well. I have tried to work with the company, they continue to give me the run around because I am a female and they are taking this whole thing as a joke. I would like to receive damages for my damaged and missing items

  Business Response

  Date: 11/26/2024

  According to the Civil Act of 1964 we treat everyone equally under the law regardless of race, gender, or other characteristics. 
  
  On our side, we attach fotos of the moved belongings. The clients belongings were not packed upon the customerss decision. We tried our best to stuck it properly in a truck. 
  
  According to our date the customer never contacted our claim department. The client can email us in Order to receive a claim form and to file it accordingly.

• Initial Complaint

  Date:11/04/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were harassed by the company, and the company is trying to say we owe them money, but we had multiple things damaged, and we believe the company is a complete scam for money. They use foreign workers that hardly know any proper manners. Also they harassed us on the phone calling my wife multiple cuss words which started to unfold the companys true colors.

  Business Response

  Date: 11/20/2024

  Moving can cause a lot of stress and sometimes misunderstandings. The last thing we want is for our customers to have difficulties arise.

  In this case, we were upfront and clear with the details of what the move would entail. We also made special arrangements that we usually do not offer, but the customer did not comply with the agreements or contractual stipulations.

  We do not ******* our clients. If there is a monetary situation where we have completed our services and payment has not been made, we must continue to reach out or take further action when the customer is avoiding to complete a payment. Of course we do not know the customers personal situatioins or hardships that may arise, but as a business, once our agreed upon services are completed we must collect on them.

  At the pick up location, the customer requested for a major part of the pickup payment to be made at delivery instead. We don't normally do this, but knowing the difficulties with settling into a new home or having to make arrangements to accommodate the details, we agreed to make an exception for this customer. They stated they did not have all the funds available at that time.

  Please keep in mind, when we packed wrapped & loaded the customer their belongings, we took photos for our records of the torn and worn out boxes they had which were already in bad condition. This was brought up to the customer and they agreed that they would be responsible if any of those items were damaged due to the fragility and distressed package materials the items were in. We offered to repack for an additional price, but the customer wanted to keep things as is.

  Everything was okay and agreed upon up until issues arose at delivery. The customer was notified and made aware ahead of time what payment forms would be acceptable at that time and the amount that would need to be paid. However at the delivery location, the customer was not ready to make the payment. This is when the misunderstanding started.

  Eventually, we had to call the police to regulate the situation when the disagreement occurred and the customer became upset. We were provided with a police report number for the case and a contact for help. Since the customer was now refusing to make payment, we had to take things a step further to collect the remaining balance.

  The payment breakdown had additional costs for the delay. In the contract it states that there are waiting fees applied when the team cannot complete their delivery or any hindrance in their scheduled route with other deliveries caused by the client. The customer abruptly disputed to the agreed upon delivery and payments. The crew arrived at 10am and unloaded did not start until 6pm. So additional costs for these hours were added to the balance for the billable wait time. Again, the customer disagreed.

  We proceeded with filing a lawsuit that was honored in our favor. Therefore, the customer is trying to recoup unjust funds.

  As for any damages, we are able to assist. As soon as the customer contacts us, we can provide him with a claim form and will follow up accordingly. A claim will then be filed for assessment on any items we are responsible for.

  Thank you for your time and understanding.

• Initial Complaint

  Date:09/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid approximately $4000 to have this company move my belongings from *********** to *******. They refused to reimburse me for all the items they broke during the move (eg. dresser, desk, TV, 2 amplifiers, night stand, etc.). I paid $1200 to replace all items broken, and they offered me $75 plus I have to pay to get the document notarized, so in total Im getting less than $50. I have been fighting this company since March and they still refuse to reimburse me for the damages they caused.

  Business Response

  Date: 09/05/2024

  Hello,

   

  Please provide us with some more information about your move (job number/ pick up date/ full address). This will help us to give you a more detailed answer for your claim.

   

  Thank you

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22229244
  
  I am rejecting this response because you required more information: 

  Job number is *******. Moved on March 3, 2024 with all items delivered the following Thursday. Delivery address was ******************************************************* 

  I filed the proper channels for reimbursement. They said to wait ***** days. 4 months passes without a response. I reached out again and they offered me $75 for thousands of dollars worth of damage. I had to buy brand new television which was packed by your company, cat tree, dresser, desk, etc. 
  

  Not only are you offering $75, but youre requiring a notary to sign which costs me $25. I dont have the funds to get a notary to sign which I discussed with *********************** scam company by the way. They refused to help me. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/13/2024

  Hello,

  We're sorry you suffered inconveniences with our Company.

  After thoughtful review of your case and the documents signed, we see that according to the waiver of value protection you signed reimbursement in the amount of 60 cents per pound per article.

  As for the "moving claims" is concerned, this is an instruction that they follow, they need a notary signed paper and after that they will be able to send you the reimbursement. We know some customers find places where they can get a notary paper for free, there should be some places in the place where you live in order to save $25.

   

   

  Customer Answer

  Date: 09/14/2024

   
  Complaint: 22229244
  
  I am rejecting this response because:

  After getting a notary to sign the document, Im essentially only receiving $50 reimbursement. I am asking for the reimbursement to be increased to $100 to compensate for this notary requirement.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/09/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against Moving APT and United Prime Van Lines regarding their gross negligence and unprofessional conduct during my move on July 8th, 2024. I hired these companies to manage my relocation from **********, *******, to *************, ********, expecting a high standard of service given the significant financial investment I made. Unfortunately, the service I received was far below acceptable standards, resulting in substantial financial loss and emotional distress.During the move, the movers mishandled my $3,000 mattress, dropping it and leaving it stained beyond repair. This mattress was a crucial investment in my health and well-being, and its damage is unacceptable. Furthermore, several boxes containing irreplaceable personal items were lost, including signed photographs from actors and valuable family dishes. These items hold immense sentimental value, and their loss has caused significant emotional distress.I believe the level of negligence displayed by these companies warrants serious attention. The carelessness with which my belongings were treated, particularly considering the high cost of the service, is inexcusable. I expected professionalism and care, but instead, I received a service marred by incompetence and disregard for my property.Given these circumstances, I am requesting the BBB's assistance in holding Moving APT and United Prime Van Lines accountable for their actions. I believe these companies should be thoroughly investigated, and appropriate actions should be taken to prevent other consumers from experiencing similar distress. I am also seeking compensation for the damages and losses incurred during this move.I trust the BBB will take this matter seriously and help ensure that these companies are held responsible for their actions.Thank you for your attention to this matter.

  Business Response

  Date: 08/13/2024

  Hello,
  We are sorry for the inconveniences you faced with items that are missing.
  If your mattress needed special instructions for carrying or additional packaging, you were more that welcome to tell this to a crew that made a pickup. Our crew made this pick up as usual, no one wanted to cause harm to your mattress. We are always open to any suggestions and notices. Plus, we reviewed your signed contract, there was no additional packaging material requested. 
  As for the missing boxes is concerned, we tried our best to find them but didnt succeed. Your belongings were loaded from one truck to another to another carrier. We can provide you with their information so that you could contact them. 
  The only thing that we can do from our side in accordance with FMCSA regulations is to provide you with a claim form. Let us know what works best for you.

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged approximately $9800 for this move based on how many cubic square feet I used. At some point they transferred my property to another truck that did not have enough space for all of my property. The delivery driver advised he had to hitch my bed to the back of his truck. Due to weather conditions, my $2000 bed was broken in several places and also water damaged. I took pictures of the inside of the trailer before they started unloading and it was clear other items were damaged due to improper loading (boxes and other furniture were being smashed down by heavy items sitting on top.) I have approximately $3500 worth of damaged belongings (king **** 65 in curved tv; 6ft long buffet cabinet; over-sized chair). The moving company wants to limit me to $.60 per pound as recovery when my items should've never been hitched to the outside of their truck; especially considering I was forced to pay more at pickup for the space I needed. I have a video of the driver admitting to leaving my belongings outside in addition to pictures.

  Business Response

  Date: 07/26/2024

  Please keep in mind that the clients belongings were kept at storage (without climate control) for 1,5 years. This is what the client said to our driver. It means that the boxes and other clients belongings became pretty worn out.
  The client had more belongings on the pick-up date than she reserved. The driver was not ready for it. This doesnt violate the law.
  Also, if the client has more belongings than reserved before it means that it would take more space in a truck and it costs more.
  The signed contract and the release form signed with the client has all the information regarding damage compensation.

  Customer Answer

  Date: 07/29/2024

  The business's claim that my belongings were in storage for 1.5 years is a complete lie.  My belongings were put in storage at the very end of Oct of 2023 and United picked them up in May of 2024 (7 months).  I obviously have receipts from the storage unit to prove this.  Also, how long my items were in storage has absolutely nothing to do with the poor quality packing job they did which is evident from the photos.  They also hitched furniture to the outside of their truck which was not a part of our agreement.  The first truck that picked me up fit all of my belongings; therefore any truck they transferred my property to should've had sufficient space since they charged me extra for the total space used during the initial pickup.  They are a dishonest company.

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21955782
  
  I am rejecting this response because:

  The business's claim that my belongings were in storage for 1.5 years is a complete lie.  My belongings were put in storage at the very end of Oct of 2023 and United picked them up in May of 2024 (7 months).  I obviously have receipts from the storage unit to prove this.  Also, how long my items were in storage has absolutely nothing to do with the poor quality packing job they did which is evident from the photos.  They also hitched furniture to the outside of their truck which was not a part of our agreement.  The first truck that picked me up fit all of my belongings; therefore any truck they transferred my property to should've had sufficient space since they charged me extra for the total space used during the initial pickup.  They are a dishonest company.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/29/2024

  Hello,
  
  1,5 years is what a driver told us, so thats why we rely on this information. If 7 months ok. Your belongings were in the storage, for quite a long time. It affects the quality of boxes, bins, and furniture.
  We made research of your job. The delivery of your belongings was made by another carrier. You already filed a claim to our insurance company and should have received an answer from them. We may provide you with the contact of that carrier and open a claim with them. Let us know.

  Customer Answer

  Date: 07/30/2024

  All of my paperwork has United Prime on it so I am not interested in dealing with any other company they claim to have outsourced work to.  That's their problem.  And stop ignoring the fact that your driver hitched my furniture to the outside of your vehicle as that was primarily the cause of the damage to my $2000 solid wood furniture.  There had been severe rain in the ***** area during the time they were in route so even a brand new bed would've been damaged; has nothing to do with being in storage.  Also address why I was charged more at pickup for storage space and then you transferred my property to another vehicle that didn't have the same amount of space.  If you charged me for the exact amount of space I used at pickup, any vehicle you transferred my property to should've had the same space I was forced to pay for.  TVs don't end up with large cracks in them from sitting in storage.  ************ is simply negligent and unprofessional which is why they have many negative reviews online.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21955782
  
  I am rejecting this response because:

  All of my paperwork has United Prime on it so I am not interested in dealing with any other company they claim to have outsourced work to.  That's their problem.  And stop ignoring the fact that your driver hitched my furniture to the outside of your vehicle as that was primarily the cause of the damage to my $2000 solid wood furniture.  There had been severe rain in the ***** area during the time they were in route so even a brand new bed would've been damaged; has nothing to do with being in storage.  Also address why I was charged more at pickup for storage space and then you transferred my property to another vehicle that didn't have the same amount of space.  If you charged me for the exact amount of space I used at pickup, any vehicle you transferred my property to should've had the same space I was forced to pay for.  TVs don't end up with large cracks in them from sitting in storage.  ************ is simply negligent and unprofessional which is why they have many negative reviews online.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date:1/4/2024 Amount: $3400 Business: moving furniture Dispute:Many furniture include TV can not use, the damage cost over $2000 They are not to try resolve the problem Order number: *******

  Business Response

  Date: 04/08/2024

  Dear Customer,
  
  We are sorry you faced such inconveniences during your move.
  
  We checked your signed contract. It is stated that you agreed to be paid off 60 cents per pound per article in case of damage. According to our information you were sent instructions of how to fail a claim through our claim department. If you didnt receive it, please reply us with your email and we will resend it again.
  
  Also, please let us know if you purchased additional personal insurance for your move? This may help to resolve the issue.
  
  Thank you,

• Initial Complaint

  Date:03/01/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired the company to move us from ******** to *******. The move involved several stages broken up by the movers into several trips spanning June 2023 - October 2023. There were problems on every stage. We had many issues throughout the move. For example, the movers did not pick up our items within the contract window when we had to be out for our home closing. They did not show up until days after they were scheduled and outside of the contractual window. They did not pick everything in the contract because of their mismanagement of manpower and trucking. I had to make several phone calls for days to get them to complete pick up. Closing date was then pushed back by a week (costing us an additional mortgage payment). When the carrier delivered to our house in *******, the movers stole our checkbook and credit cards. We filed a police report and reported the theft to the movers immediately. As a result of the movers theft, we had to close down and open all new accounts, taking months to resolve. We were without money for 5 days while all accounts were frozen due to theft. In addition, many items were broken or damaged when they arrived including glass items that we paid extra for special packaging by the movers but were only wrapped in brown paper. We attempted to resolve through the mover's claims process but they will not address anything except damaged items and are only offering $90 in settlement.

  Business Response

  Date: 03/12/2024

  Mr.******,
  
  Were sorry to hear about your experience with our Company.
  
  As for the damaged items is concerned. As we can understand from your story you already worked with our claim department, and youre not agree with the reimbursement. Do you have a chance to include pictures to this claim or email us to info@unitedprimevanlines. We will see what we can do. 
  This is true about the manpower. The move increased during the pick up. And we didnt have enough manpower to make this pick up in time. In order to complete the job we had to hire local movers in our ******** groups for movers. We are sure in our crew who performed the pick up. At local movers group we were unable to check movers background check in a short time. As for the police report, were ready to cooperate with you or the police regarding this issue. If needed, we may find people who performed this pick up and share their numbers if needed.
  
  
  

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21370068
  
  I am rejecting this response because:

  The business has not made any compensation for multiple material breaches of the contract. 

  Cooperating with a police investigation is required by law and does not compensate us for the theft by the moving company while their workers were onsite and in their employee.  Also, they did not address in any way the delays and losses because the company arrived later than the contractually required window and still did not complete the move for days.  The move did not increase in size but actually we removed several items and reduced the load/inventory after the original estimate.  The only overages were errors by the moving company and at least one instance where a driver admitted that the company improperly overcharged us for greater cubic feet than they actually picked up and transported.

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

  Business Response

  Date: 03/19/2024

  We're still waiting for the pictures of the damages.

  Customer Answer

  Date: 03/30/2024

   
  Complaint: 21370068
  
  Pictures have been sent.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 04/01/2024

  Why is this complaint closed?  The business has made no attempts to resolve this issue except to continually delay the process and attempt to wear us out.  We submitted images (even though we have submitted them multiple times before) and they have not made any effort to resolve the complaint.

• Initial Complaint

  Date:12/31/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Police beware. Fraudulent company. DO NOT-DO NOT USE UNITED PRIME VANLINES nor APT. Just as the other complaints, I was overcharged for the amount of space used in the truck. In additional to that, I had to pay $400 in cash on the day of pickup and had to pay for two parking spots. ****, from Brazil crossed out the option for insurance and then tried to make sign the document stating that I did not want insurance. After writing a stating indicating this, he tore up the contract. When I told him that I didn't want to use his services, he demanded over $3,000 for his time. I decided to move forward as I needed to move from ********** to ****. I called repeated to report the scam and left messages for ******, *****, ****** and another man, but to no avail. **** would email me saying "please call me if you if you still have some concerns." They have mastered how to manipulate the system, which includes lying about bad reviews-stating that they don't recognize the name. .... Four weeks later, my furniture was delivered. Over $5,000 items were stolen. My bins were half full and some items never arrived. To add fuel to the fire, I received a message stating that I needed to pay an additional $28,818.94 in cash or by money order I wanted to receive my furniture. When the moving company arrived, I took pictures of the amount of space that was used- less than 600 square feet. When I tried to confirm this with the movers they lied until they noticed that I was recording the conversation. The man then recanted and said, "Call the company. I don't know." ************ uses many names to hide their money. They have no remorse for their actions and continue to overcharge customers and still their personal possessions. If you are reading this review, please do not use this company. Any review that is positive, is probably a review from one of the employees or owner. Enclosed are images of the amount of space actually used and a copy of what the company charged me.

  Business Response

  Date: 01/22/2024

  Good afternoon,
  
  We are sorry you had a bed experience with our Company, we are always available for our Clients in case they have any concerns. But let us also protect the Companys honor.
  
  Let us go through the whole claim:
  
  I was overcharged for the amount of space used in the truck You were explained that your belongings take more space as was quoted before the pick up date with a broker. Some clients do not agree with it, you can see this by the number of bad reviews on BBB. But moving service is not so cheap in the US lets be honest. Clients pay for space and service provided.
  
  crossed out the option for insurance and then tried to make sign the document stating that I did not want insurance.  Our Company do not provide insurance service. There is no such info in our paperwork. Please see attachment of this job. The paperwork states that there is no insurance. Clients get insurance from the 3rdparties.
  
  They have mastered how to manipulate the system, which includes lying about bad reviews-stating that they don't recognize the name.  please clarify what this means? There people are not part of the ***** We can be responsible only for our workers and services.
  
  Over $5,000 items were stolen. My bins were half full and some items never arrived.  Did you open a claim with our claim department? Did you ask to make a research? Please provide us with all those stolen items. We had been working with the crew for years and there were no such occasions that people steal anything ever. 
  
  pay an additional $28,818.94 in cash what for? As you move was about $6,000? Who told you that?
  
  still their personal possessions.  this sounds like a slander. In order to say such words in future please provide any proof from your side. We understand youre mad but this doesnt allow you to say such insult.
  
  Any review that is positive, is probably a review from one of the employees or owner every businessman would be happy to do this. But NO. Every comment is thoroughly checked by ******* And all fake comments are immediately deleted. There is no chance to make such things. When people are mad they are more likely to leave a bad review rather than a good one. When was the last time you left a good review to any company? Here is the answer.. 
  
  We dont see any proof of charges from your side. It probably was not downloaded. If you have certain concerns, we will be ready to respond them. And will also provide confirmation documents about all transactions that were made.
  
  Please accept our apologies regarding this service. We are ready to start a research of the stolen items. We need clear information from your side.
  
  
  
  
  

  Customer Answer

  Date: 01/30/2024

  Image #**** .... This form was signed on 11/1, which I signed agreeing to pay $3200 for 641 cu.ft; however, the moving company add the information on the right alleging that I used 641+925=1,566 cubic. The images that I uploaded shows the actual amount of space that was used on the truck, which was less than 600 cubic feet. Nonetheless, I was forced to pay an additional $1,024.06 on 11/1 in addition to the $1,209.67 (10/30); $1,116.78 (11/01); $1,060 (11/05). Image **** will not only show the additional payment, but it will also show that the company intentionally falsified the amount of space that I actually used on the truck. In any regards, I have included a copy of my credit card statement and a copy of the cashier's check along with an itemized list of items missing. This is an inclusive list. As time goes on, I realize that there is something else missing. 

  Thank you in-advance for your help. 

  Sincerely,

  Nyrtistene ********

  Business Response

  Date: 02/20/2024

  Dear Client,

  After a research we're coming back to you with a feedback.

  Please have a look at your paperwork on page 2. see below "description of additional goods". There is the information about additional items that were added to your job and that's why there are more cubics in your 2nd column. We understand this might had been frustrating that you had to pay more. We spoke to the crew who made pick up for you. According to their information you couldn't decide till the end what to bring and what to leave. This could bring us to the idea why there are so many items missing. We deny that all that items in your super detailed listing were stolen by somebody from our crew.

  As for ******** of the truck is concerned, we spoke to a driver, he said that there were several jobs in a truck. According to ******** we cannot decide further as we cannot see the whole picture of what was there in the truck. 

   

  Customer Answer

  Date: 02/21/2024

  The documents that you created contain false information. I have actual pictures of the amount of space that was used on the truck, and that space was less than 600 cubic feet. Pictures don't lie. On top of that, over $7,000 of items were stolen and I am not going to stop until justice have been served. 

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21079798
  
  I am rejecting this response because:

  The documents that you created contain false information. I have actual pictures of the amount of space that was used on the truck, and that space was less than 600 cubic feet. Pictures don't lie. On top of that, over $7,000 of items were stolen and I am not going to stop until justice have been served.
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/23/2024

  Dear Client,

  If there is a signature, your signature, it means that you are aware of the information and agree with it.

  Any further communication will be made based on paperwork signed.

  Customer Answer

  Date: 02/25/2024

  There is an error in my response. The cashier's check was for $1,818.94. 

  I am very concerned as to why your company has removed the negative complaints for this company. They had a "F" rating. By deleting the actual reviews from real customers, you are allowing this company to continue to fraud innocent people out of money and steal our personal belongings. Most of the complaints that I read, appeared to be from women. How would you feel if this was your mother or sister who was scammed?

   

  Customer Answer

  Date: 02/25/2024

  Despite the fact that I have actual pictures of the space used on the truck (less than 600 cubic feet,) I was charged for 1600+ cubic feet. This fraud and somethings needs to be done about it. Likewise, they stole over $7,000 in personal belongings.

  Customer Answer

  Date: 02/29/2024

  **** had me to sign the form before it was completed. You know that. 

  Can someone please tell me why you are allowing this company to rip me off when my images show the amount of space that was used on the truck? This is balderdash. I'm not seeing how someone at the BBB is helping with this claim. If you are going to keep allowing this company to fraud people out of money, this is a waste of my time filing a claim with the BBB. 

• Initial Complaint

  Date:08/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Incident Description Call placed to A+ ************ 7/16/23 was unaware that they were brokers. Spoke with ***************** ************. Informed the A+ ************ of items that needed to be moved and he gave me a quote of $2804.26. **** then informed us that the time of pick up would be 7/27/23 or 7/28/23. I then received a call from a representative **** *************** on 7/25/23 telling my partner ********************* that the date of pick up would be 7/28/23. After my partner questioned her several times to confirm the day of pick up she stated Yes the day of pick up will be 7/28/23 between 12pm-2pm. We then received a call from ****** the driver from United Prime Van Lines on the evening of 7/26/23 informing me that he would be picking up our belongings on 7/27/28 between 10am-12pm. I informed ****** ************* that **** called ***** and stated that the date of pick up would be 7/28/23. He then had his boss ************** call me ************. He was very rude and informed me that they would be there on the 7/27/23 and if that does not work then they can not provide services. I then agreed to have the day of pick up be 7/27/23. When ****** arrived on 7/27/23 he pulled up in an Enterprise rental truck with a card board box taped to the side of the Van with the company name United Prime Van Lines scribbled on with a ballpoint pen. ****** was extremely rude, he was accompanied by another man that looked disheveled. ****** then began taking pictures shaking his head and stated that he needed to call his boss. After an hour ****** stated that the broker misquoted me and since they did not conduct a video quote the new quote would now be $6220.93 in total and that we would receive an email and call from his boss. We never received correspondence from his boss. ****** then informed me that they were not taking our credit card on file as payment and they wanted an absurd percentage of the total, $32743.89 NOW only in the payment of money order, Zelle or cash before he can even begin our move. I then paid ****** the $3274.89 in cash. He did not give me a receipt for the cash. He did not provide me a bill of lading nor an order for service. ****** informed me that I would receive a receipt via email that I never received unit I contacted *** repeatedly over the span of 3 days and informed her that I was not provided a receipt or any document with the adjustments of our move. Per the agreement ***************** emailed me 7/17/23 our goods would be arriving on 8/1/23. I then was notified after placing a call to **** on 7/31/23 that our belongings are still in ********** and she thinks that there may be a truck leaving with our belongings around 8/4/21. I placed several calls to ***************** with NO return call. This entire experience has been, to say the least, extremely stressful and I feel that I was bullied, robbed and taken advantage of. They not only more than doubled the moving cost but the additional cost of a place to stay the night of 7/27/23 and the hotel I am now staying in and booked until 8/4/23. Unsure if our belongings will even be arriving by then. I also want to add that the day ****** was leaving 7/27/23 he was seen in his van laughing. I am beyond words regarding their unprofessionalism. I am scheduled to start working at the hospital as I am a Registered Nurse on 8/7/23. I am in so much stress I am not sure that I will be able to. I have had to borrow $2000 from a friend. This situation may even cost me more money if our belongings do not arrive. I should have NOT been told or reassured that the day of delivery would be 8/1/23 as stated by ***************** in our initial agreement

  Business Response

  Date: 01/26/2024

  Dear Sirs,
  
  The change is a pickup date *** happen. Summer is a busy season and out trucks run back and forth to compete everything in time, thats why the schedule during summertime is very tight. Our sincere apologies to the client that she felt that people were rude to her. They just did their job. And the driver was tired due the tight schedule. 
  We are attaching a paperwork pdf document where all information is stated. As soon as any client has more stuff this affects the final price f the move. The more belongings a client has the more space it occupies in a truck.
  As for the delivery is concerned, there is a delivery frame that allow us to deliver clients belongings in the next 21 business day since the first available date. The clients 1st available date was 8/1/23. Everything was delivered to the clients new place on 8/9/23. Please see the documents attached. 
  No one bullied or laughed at the client. ****** is a part of our crew. This guy has a master degree and he is a professional and intelligent person. Yes, now he works as a driver simply because he is an immigrant, and he is in the process of settling his family here in the US.
  During the move the client was noticed using alcohol. After the pick up the client left a bad review on ****** using dirty language and this review was deleted. Please lets maintain subordination.

• Initial Complaint

  Date:07/09/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid United Prime Van Lines and their broker $7,941.95 for our move on May 28, 2023 from ********** to ****. It was to be completed no more than 21 business days later, June 28th. The first part of our goods were delivered on June 24th, and we were notified a day before that not all of our items had fit onto the truck but would be coming by the 28th. Over $18,000 worth of items are in this missing delivery that has still never arrived. Since then, we have reached out to the business and their broker about the missing items and have not gotten truthful responses about their location. They continue to state delivery dates and then change them the day before. This is now the sixth time the delivery has been "delayed. We can no longer trust their word that they are on the way with our items. We have tried contacting the mover who loaded us and is listed as the president of the company, **************, but he stopped responding to us. We have had to involve a lawyer and file a police report for theft to try to track down our goods because we believe we might be victims of moving fraud. Also, the items that were delivered on June 24 were substantially damaged (over $6,500 worth of items). We are unable to file a claim with them for the damages because you can only file once, and our delivery is still incomplete.It is also important to note that documents like federal pamphlets and the Bill of Lading were sent to be signed less than 20 minutes before, not the required 3 days, and no copies were provided. The contracts we were given were blank. We have never received the required written notice of the delay and expected delivery date. All of these, and more, are signs of fraudulent movers according to the ****** I filed reports with the ***** and ********** BHGS as well. We are simply looking for United Prime Van Lines to communicate with us, provide a location of our items so we can retrieve them, and eventually financial restitution.

  Business Response

  Date: 01/26/2024

  Dear Sirs,

  
  We are responding you to your mail regarding a claim against our company - United Prime Van Lines.
  We are aware of this claim. The client already filed a claim with FMCSA, this claim got lost and just popped up recently.

  I will go step by step on every comment os the client in her FMCSA claim.
  1. "There were significant loss and/or damage to the contents of the shipment." There was no loss. Damage - yes. There are scratches on furniture we agree with and we are sorry about it. Also all boxes that were packed by the owner were damaged. Because there was dish wear that was not packed properly. The client was offered to pack it properly, she refused. This is stated in an inventory that I will attach to this letter. Also the client signed a waiver that stated that she agrees to be paid "60 cents per pound per article". I will also attach this document to this letter. All clients always have time to read it and to sign. What means they agree.
  After the delivery the client had 30 days to open a claim in case smth is damaged. This is what the client made. Immediately. At that time we worked with CSI claim Department.
  2. "Moving Company did not offer me a claim settlement". We did. This paper with all detailed instructions is attached to each single paperwork bundle that is given to any client when picking up. And now I have a question. How did they manage to open a claim with CSI if they were not given any info?...
  3. "Moving Company is not responding to a filed complaint or an inquiry." Oh, so they did manage to open it. The claim process takes time. We have a frame window - 120 days. Now we stopped working with CSI and started to work with another company that dels with claims. The customer was informed about it immediately.
  4. "Household Goods Broker misrepresenting itself as a Mover. Website didnt indicate Broker status nor did Broker mention it when arranging the move." This is not our responsibility. And we don't agree that it's related to our Company. This is between the client and the Broker. They can open another claim against Broker.
  5. "Broker failed to provide a list of carriers (Moving Companies) they use on their website/advertisements." Same. This is not our responsibility.
  

  6. As the claim is quite old all belongings were delivered to the client. It was delivered in 2 parts as the rest of the belongings didn't fit in to the first truck. Please note that all belongings were delivered during a frame window according to the contract. 

  
  I made my best to explain you everything. Please let me know what are our next steps regarding this claim. And of course let me know if you may have other questions.
  
  Tank you,
  Artem ********, UPVL

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 20296100
  
  I am rejecting this response because it is riddled with errors. Much like this claim being "lost" for SEVEN months, some of our belongings are still lost and were never delivered, as we told you immediately upon the 13 day late delivery. Had I written this complaint and the others to the ***** after July 11, 2023, there would be even more issues to report such as your driver holding our goods hostage and forcing us to sign documents with incorrect information on it in order to get our items off the truck. You also had uninsured drivers and trucks per your insurance company, ITM Agency, who we have been in contact with and are therefore not covered by them.  I have gladly shared these other issues with the federal agencies that responded to my original July 7 report.   

  1) We drove to the **Haul store multiple times getting new packing materials to repacking items as you instructed us to do so. We did not refuse to repackage items. We were told by you that everything would be wrapped on palettes and moved as units, not stacked individually like jenga and dropped as it was loaded and offloaded. We did not have time to read any forms per the law since they were not supplied the required three days in advance from the *****. We were also never given a copy, and still haven't been. There is still no attachment with said letters in your response. We attempted to file a claim with CSI as soon as the second delivery was made. We could not file a claim when I wrote this BBB report on July 7 because our second delivery had not arrived-- I could not fill out the forms because of the clause that no other items could be added after submission. I needed to see what else was damaged and missing before I could file.  

  2 & 3) Again, at the time of this report to BBB I could not file a claim because our second delivery was missing. We did attempt to file a claim with CSI on July 19, who told us you were terminated as their client and could not work with us. We then filed with your new company MovingClaims on July 31st. 

  4 & 5) We have also be in communication with broker to settle issues.

  6)  I filed this complaint SEVEN months ago on July 7, 2023 when the second delivery of my items was still not made. The delivery was made July 11, 2023 and still had missing items, which have never been recovered. We alerted you and your driver to this issue at the time of delivery and you refused to acknowledge it and said to file a claim for our problems which we did. Your delivery driver even tried to give us other client's property who I'm sure you're also telling wasn't lost. We received an offer for less than $100, which I have chosen to not take because it would require me to delete this BBB report and rescind any other reports filed with federal and state agencies. I would rather this information be made clear to the public to prevent others from having this experience than take such an insultingly small amount of money. 

  Pleased see attached documents, which I will actually attach, which support my details. 

  Hailey

  Business Response

  Date: 02/20/2024

  Dear Client,

  We are sorry you had a bad experience with our Company. We are growing every day and developing and improving our service every day. Please accept our censure apologies. 

  We also understand that you are frustrated and mad but writing unconfirmed information about our Company doesn't make the situation better. Dear Client, please be aware that we are 100% properly insured according to the ***** requirements.

  I made my best to reply to your previous response and I cannot understand what errors were there. I followed your words and gave you feedback strictly according to your words from you claim.

  Please undertones we cannot be responsible for damage of the items that was packed by the client (in the inventory list these items are noted as PBO - packed by owner). Some furniture pieces were damaged already as we picked up some part of it from a storage unit. Everything is listed in the inventory list.

  To make a long story short - please let me know if you need a copy of your paperwork (it is sent to our clients upon their request) and what exactly is missing form your move so that I could investigate it again. And again, I hear through your words that you are disappointed with the experience. In further communication please let me know HOW exactly I can help you. We spent so much time writing claims and responses. Let's come to the conclusion.

   

  Thank you

   

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 20296100
  
  I am rejecting this response because:

  I would first like to reiterate that I am not writing uninformed information as I am attaching proof to back up my statements, contrary to what you are doing. I have shown proof that your drivers were not insured and therefore you were in a breach of contract. There is also attached proof that you no longer contracted with the insurance provider that we were referenced to in the contract. 

  Secondly, there were numerous photos provided showing damage that occurred during the delivery process that were not there beforehand, which were also provided previously. 

  Thirdly, we have requested the inventory list numerous times and every attempt at securing it has been unsuccessful. I would love to see the inventory list and would be happy to point out the boxes and items on that list that are still missing. The original inventory list was handwritten, so I would greatly appreciate seeing that. This would be the best way to help us.

  I do not think I could be more clear in what I am requesting and how you continue to not assist us.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/23/2024

  Hello,

  Please provide us with the job number. We will send you the paperwork.

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 20296100
  
  I am rejecting this response because:

  Job Number: 1497371
  

  I look forward to seeing the original hand written paperwork. 

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

  Business Response

  Date: 03/12/2024

  Please see attached paperwork

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 20296100
  
  I am rejecting this response because:

  Thank you for providing this document. As you can see on page 5, there is a section of the inventory list that says it is missing from the first delivery and needs to come on the second delivery. There are many items on that list that never showed up, which we explained to you in detail but you declined to listen. Now that we finally have the list saying items were missing initially and still never showed up, you cannot keep denying that items went missing and were not delivered. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/20/2024

  The original purpose of this complain was for advertising issues, which none of the content in the complaint pertains to that:

   The details of this matter are as follows:
  Complaint Involves: Advertising Issues.

  No advertising issues were made by the company or mentioned by the consumer. Most of the issues this client has were with the Broker, not our company. The claims process and damaged items were the issue with our company. We continue to try and assist this customer in a reasonable manner.

  The consumer complained about the length of time. From May 28th. The *** regulated time frame is 30 BD from the **** (first available delivery date) Therefore, it does not include weekends or holidays, in this case Memorial Day, or 4th of July. Whereas both deliveries were completed in this timeframe.

  The customer then proceeded to provide an assumed worth of belongings that they classified as missing, when they were not, just not yet delivered. The consumer was contacted and we kept in touch with the second delivery of those said items. In a screen shot provided by the customer, even the lawyer mentioned that there was only one (1) missing wardrobe box. All the items in the inventory have been delivered and signed for. We continue to extend our assistance in any disagreements or disputes for further review and understanding.

  The consumer mentioned not being able to trust due to delays. It states in the contract and on the *** website that there are many things that can cause delays in the transportation industry and to allow patience in this matter, especially during peak season (May-August) which was the case. Communication was upheld but the customer made assumptions claiming fraud and theft which was clearly not the case. Many complaints, issues and slander have occurred in which we have tried to handle amicably throughout the situation.

  As for the initial claim, it was advised to wait until final delivery to complete all services, but the customer was not trusting and therefore took matters into their own hands going against any advice or suggestions made during this time. We understand the time frame had caused undue stress which we never intended. We will always choose satisfaction over complications and worsening matters that can affect our business and reputation, none the less steer towards an outcome that negatively effects our paying customers and their busy lives. We aim to help aide our customers and bring them saisfaction or resolve.

  As for the pamphlets and files, this is to be completed by the broker. The *** for the carrier is sent prior for you to read the terms. The pamphlets are links included for reading in the original contract sent by the brokerage. So this matter is not pertaining to our company and the customer did receive them. The original *** that is sent by the brokerage is always blank before pickup. As the estimate is made by them, so therefore cannot be completed on the carriers paperwork until it is being picked up. So the estimate you received was not blank, and at pick up the carrier's *** is then filled out.

  The customer responded to our follow up by stating that the driver held the items hostage. The situation that occurred was not a hostage situation, the client again is trying to slander the company in a very negative persepective from their angered state. The driver is not to open the truck until the person receving the items has been confirmed as the correct delivery contact. After confirmation, the truck can be opened for unloading. At this time we get documents signed for proof of delivery. It's standard practice.

  As it's known in the trucking industry, people can put the drivers in a dangerous or stressful situation if someone unauthorized climbs into the truck. This is especially alarming and is not covered by insurance, but also concerning with other customers belongings on the truck in an attempt to procure items and persuade others that this is okay by claiming it was a hostage situation. A hostage situation is when items are being held with full payment made or no plan and communication to deliver. It is also defined as after loading the items, the price is changed from the agreed upon delivery payment which again was not the case. When services are being rendered, they must be paid for. Then, the company can begin to help assist with any other matters that pertain to the delivery.

  The driver did not refuse to show up or ask for more money than the payment for the services that were used or ordered. It is also found on the government website that any additional services being made on delivery can be added to the final bill. Since you posted about your insight on the ***** website, we will include statements from the sourced websites:

  Title 49 ******************** III ******************* 375 -Appendix A to Part -Appendix A to Part 375Your Rights and Responsibilities When You Move

  Customer's Responsibilities

  
  As a customer, you have responsibilities both to your mover and to yourself. They include:
  Reading all moving documents issued by the mover or broker.
  Being available at pickup and delivery of your shipment. If you are not available, you should appoint a representative to act on your behalf.
  Promptly notifying your mover if something has changed regarding your shipment (i.e., move dates, additional items).
  Making payment in the amount required and in the form agreed to with the mover based on the bill of lading document.
  Promptly filing claims for loss, damage, or delays with your mover, if necessary.

  Reducing Your Mover's Normal Liability

  
  The following are some actions that may limit or reduce your mover's liability for loss or damage to your household goods:

  1. Your acts or omissions cause the loss or damage to occur. For example, improper packing of containers you pack yourself do not provide sufficient protection or you include perishable, dangerous, or hazardous materials in your shipment without your mover's knowledge. Federal law forbids you to ship hazardous materials in your household goods boxes or luggage without informing your mover.

   2. You chose the Waiver of Full Value ProtectionReleased Value level of liability (60 cents per pound per article) but ship household goods valued at more than 60 cents per pound per article.

  3. You declare a value for your shipment which is less than the actual value of the articles in your shipment.

  4. You fail to notify your mover in writing of articles valued at more than $100 per pound. (If you do notify your mover, you will be entitled to full recovery up to the declared value of the article or articles, not to exceed the declared value of the entire shipment.)

   

  Bill of Lading

   

  IT IS YOUR RESPONSIBILITY TO READ THE BILL OF LADING BEFORE YOU ACCEPT IT
  The bill of lading requires the mover to provide the service you requested and requires you to pay the charges for the service.

  It is your responsibility to understand the bill of lading before you sign it.

  If you do not agree with something on the bill of lading, do not sign it until you are satisfied it is correct.

   

  Invoice

  
  At the time of payment of transportation charges, your mover must give you an invoice identifying the service provided and the charge for each service. It is customary for most movers to use a copy of the bill of lading as the invoice. 

   

  Collection of Charges 
  

   
  Your mover must issue you an honest and truthful invoice for each shipment transported. When your shipment is delivered, you will be expected to pay either: (1) ******************************************************* (2) 110 percent of the charges on your non-binding estimate. You will also be requested to pay the charges for any services that you requested (for example, waiting time, an extra pickup or delivery, storage) after the contract with your mover was executed that were not included in the estimate, and any charges for services performed in conjunction with impracticable operations, not to exceed 15 percent of all other charges due at delivery. Your mover will bill you after your shipment is delivered for any remaining services.

  
  You should verify in advance what method of payment your mover will accept. Your mover must note in writing on the bill of lading the forms of payment it accepts at delivery. Do not assume your mover will accept payment by credit card unless it is clearly indicated on the bill of lading.

  
  If you do not pay the charges due at the time of delivery, the mover has the right to refuse to deliver your shipment and to place it into storage at your expense until the charges are paid. It is standard procedure for you to pay the charges due at delivery prior to the mover unloading the shipment at destination, in accordance with the terms specified on the bill of lading.

  Source(s):

  *************************************

  **************************************************************************************************************************

  As previously stated, we started working with another company for our claims process to which you were notified. Again, please be aware that we are 100% properly insured according to the ***** requirements. We cannot take responsibility for items that were packed by you or had been sitting in storage with damage already obtained to them. As for the review of the items, we have not received the items you are stating there is a problem with or what you would like the resolution to be. Let's put this behind us. We welcome your suggestions to come to an agreement. Thank you for your time.