ComplaintsforUnited Nation Van Lines

Moving and Storage Companies

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Current Alerts For This Business

Pattern of Complaint:

BBB files indicate that this business has a pattern of complaints concerning:

- Customers allege being charged more than the original quote

- Customers allege poor communication from the business

- Customers allege items not being delivered on time and not hearing back from company about new delivery date

BBB submitted written requests to the company encouraging them to address the pattern of complaints. As of 5/6/2022, BBB has had no response.

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Initial Complaint
03/01/2022
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
On Jan 28,2022 I enter into a residential relocation contact with **** at United Nation Van Lines to move my household contents from 5 storage units in ******** ** to *********************** **. I provided **** a inventory List and 5 photographs of the storage units. **** advised my contents estimated ***** lbs at a cost of $8,805 scheduled for Feb 25,2022. A deposit was provided of $2,466. On Feb 22,2022 **** with United Nation Van Lines contacted me to finalize move details an informed me that my household contents well exceeded the contracted estimate that **** provided and my relocation would cost in excess of $14,000. **** denied ever receiving any inventory list or photographs. **** also informed me I was within the companys 7 day cancellation policy and would forfeit my deposit. Moving is stressful enough and how would I trust this company moving forward.
Initial Complaint
02/25/2022
Complaint Type:
Delivery Issues
Status:
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.
************************************************* was hired to move our household goods from ******* to ********. * Pick up date June 9th * Delivery date June 24. Items not delivered until July 11th.* Household items moved to a different truck, then into a storage unit, then on to another truck for home delivery * paid United $11,425 for move * Mulitple items were severely damaged in ways that are obviously from uncaring/unskilled packers for example a solid Walnut leg of a table was sheared off at the base.* Multiple items/boxes are completely missing from the delivery * Boxes and tubs severely damaged *submitted a claim for $7,000 for replacement of items *United offered $362 as the going rate of $0.60/per pound I am claiming that there should be some security against abuse of items while in storage or transport that arose directly from their poor handling and multiple reorganizations that don't fall under their base of 60 cents per pound.
Business response
03/01/2022
Unfortunately we can not find the customer in our client base by any of the provided information.
We would ask the customer provide us with the Job number.
We think that that complaint might be filed against our company by mistake.
Customer response
03/02/2022

Complaint: 16808325

I am rejecting this response because: I do have a job number and am a customer that is very upset about the treatment of our household goods in transit with ********************************************************************* customer number with them is: *************

please try again!

Sincerely,

**** Thee
Business response
03/09/2022
As we anticipated, customer moved with ************************************************* not **********************.
To BBB moderator, please remove this complaint from our profile.

Sincerely,
United Nation Van Lines
Initial Complaint
01/11/2022
Complaint Type:
Delivery Issues
Status:
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.
Movers were supposed to pick up household contents December 28, 29 or 30. They showed up the afternoon on 12/31 and started to pack. they decided not to come back until 1/2 to finish packing and loading the truck. We were notified it was going to cost almost 6k more than the initial bid.We have tried numerous times to get in contact with the company. On 1/7 someone did actually answer the phone and gave a vague answer the everything was still at a storage facility in Iowa with no ETA on delivery to AZ and that it might be delivered anytime from tomorrow to 17 days from now.I have tried to call and talk with someone numerous times but the phone just rings and rings.My husband was told today that our stuff was still in Iowa with no ETA yet.Ridiculous follow up customer service, but their sales department is fast and wants to lock down your money right away.Very concerned they have stolen $20k and all if our possessions!!!
Business response
01/20/2022
Movers were supposed to pick up household contents December 28, 29 or 30. They showed up the afternoon on 12/31 and started to pack. they decided not to come back until 1/2 to finish packing and loading the truck they decided not to come back until 1/2 to finish packing and loading the truck.
With all due respect, date change was approved and confirmed by the customer.
We were notified it was going to cost almost 6k more than the initial bid.
Due to increased inventory and additional services price went up.
We have tried numerous times to get in contact with the company.
Every single time that customer called our company during normal business hours was answered. Calls that we received after hours were returned the next day. For some reason majority of the called we received after hours.
On 1/7 someone did actually answer the phone and gave a vague answer the everything was still at a storage facility in Iowa with no ETA on delivery to AZ and that it might be delivered anytime from tomorrow to 17 days from now.
Correct. Delivery window was reiterated again to the customer and current information was given.
I have tried to call and talk with someone numerous times but the phone just rings and rings. My husband was told today that our stuff was still in Iowa with no ETA yet. Ridiculous follow up customer service, but their sales department is fast and wants to lock down your money right away. Very concerned they have stolen $20k and all if our possessions!!!
We dont really understand the complaint, but whats more puzzling is the concern that the shipment is stolen. THAT is ridiculous.
Delivery of the shipment scheduled for January 20, 2022 12th business day out of 17 estimated.

Sincerely,
United Nation Van Lines
Initial Complaint
12/10/2021
Complaint Type:
Service or Repair Issues
Status:
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.
I am moving from ********** to Tennessee and hired United Nation as one of the movers for my family's household goods. I cannot get a date for delivery of the goods. We are in Tennessee at our new residence and are ready to receive the goods. We are beyond the date we told Pronto we would be available to receive the goods. All we have asked is that we be given a date for delivery (even a 2-3 day window), so we can plan. This type of information should not be difficult for a competent moving firm to provide; it is basic information. Without such information a consumer is greatly inconvenienced and there is nothing in the contract that gives the firm the latitude to deny us such basic information.
Business response
12/13/2021
To whom it may concern,

We do not understand the nature of the complaint.
Shipment was delivered on December 12th.
First available day for delivery was December 6th.
Our delivery window is 17 BUSINESS days from the first available delivery date.
Shipment was delivered on the 7th day.

Sincerely,
United Nation Van Lines.
Initial Complaint
11/18/2021
Complaint Type:
Delivery Issues
Status:
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.
We hired United ********************************* to move us from *********, CA, to Beaverton, OR. They collected our belongings on Aug. 10, 2021, and delivered the majority at the end of August. A number of items were missing. They delivered four more items at the end of October. They still have my artwork, several rugs, the top of an antique table and the footboard of a queen-sized bed. Possibly other items as well. They will not answer the phone or reply to voicemails or emails. I finally spoke with a woman in customer service on Nov. 4. She said she had no record of the missing items, despite our repeated and numerous phone calls and emails. I told her what was missing, which we were told is in a warehouse in *********** by the driver who delivered the four items. She said she would have someone look into it and call me back. Its been 2 weeks, no call back. I just called again, no answer. Left another voicemail. I just want my stuff back. They also broke many items, including furniture, but I mostly want the rest of my stuff. The art is valuable, not replaceable and has sentimental value as well. We paid them over $20,000, do not owe them any more and cannot get a response. I need help. Their phone number is ************; address ******************************************************. Our job number is CN5557790.
Business response
11/30/2021
To whom it may concern,

We hired United ********************************* to move us from *********, CA, to Beaverton, OR. They collected our belongings on Aug. 10, 2021, and delivered the majority at the end of August. A number of items were missing. They delivered four more items at the end of October. They still have my artwork, several rugs, the top of an antique table and the footboard of a queen-sized bed. Possibly other items as well. They will not answer the phone or reply to voicemails or emails. I finally spoke with a woman in customer service on Nov. 4. She said she had no record of the missing items, despite our repeated and numerous phone calls and emails. I told her what was missing, which we were told is in a warehouse in *********** by the driver who delivered the four items. She said she would have someone look into it and call me back. Its been 2 weeks, no call back. I just called again, no answer. Left another voicemail. I just want my stuff back. They also broke many items, including furniture, but I mostly want the rest of my stuff. The art is valuable, not replaceable and has sentimental value as well. We paid them over $20,000, do not owe them any more and cannot get a response. I need help. Their phone number is ************; address ******************************************************. Our job number is CN5557790.
We do apologize for the situation. As you can see from the complaint, we delivered what was left behind. For the remainder of the items, we advised the customer to file a claim form. Claim form were sent October 11th and customer acknowledged that she received it on October 14th.

Sincerely,
United Nation Van Lines.
Customer response
12/02/2021

Complaint: 16159750

I am rejecting this response because:
The company did not deliver the remainder of our possessions. They delivered four items. We are still missing rugs, parts of furniture and valuable artwork. I do not appreciate the word remainder in quotes as it suggests we are being less than truthful about our missing items. I will file a claim most definitely but what I actually want is the rest of my possessions. How is this not theft when someone takes valuable items from your home and refuses to return them? This response suggests to me that this company is making no effort to find these items in their *********** warehouse. I am extremely frustrated and exasperated by this company and devastated by the loss of my art.
Sincerely,

*****************
Business response
12/07/2021
As we stated before, customer would have to file a claim form.
Please let us know if it should be resent.

Sincerely,
United Nation Van Lines.
Initial Complaint
11/13/2021
Complaint Type:
Service or Repair Issues
Status:
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.
We contracted with United Nation Van Lines to move our items from the Mid Atlantic to the South. United Nation Van Lines did not deliver several boxes and unboxed items, and those items have subsequently gone "missing." The missing boxes are conspicuous, as several high value items and highly resell-able items were stored in those boxes. When we began opening the boxes that did arrive, we discovered that several items were "missing" from those boxes. We know this because we kept a detailed inventory of what was in each box. It was clear that someone had opened the boxes, stolen the items, and then resealed the boxes while they were in the custody of United Nation Van Lines. When I contacted United Nation Van Lines about my missing boxes, they did not seem surprised and were not remorseful. They said they would look for them. Unsurprisingly, they did not find those missing items. When I told them about the missing items from the boxes, they did not address it. You would think an upstanding company would be at least curious about why items were stolen in their custody. My total losses are measuring in the several thousands of dollars. At the very best, United Nation Van Lines has been negligent and unethical in the handling of my items. At worst they have stolen my things.I am in the process of pursuing legal action in this case, but would appreciate BBB's help in holding this company accountable.
Business response
11/15/2021
To whom it may concern,

Unfortunately, customer did pack his boxes himself so we can not confirm or deny the items that were "missing". Also, our contract specifically say NOT to pack high value items, medical equipment of any medications into the boxes.
Customer was sent our claims form to fill out for the missing boxes and he will be reimbursed according to the converge on file.

Sincerely,
United Nation Van Lines.
Customer response
11/16/2021

Complaint: 16143432

I am rejecting this response because we have a photographic evidence of boxes leaving our origin point with items in them that did not arrive. We also kept a detailed inventory with dates of when the boxes were packed and items which is easily reviewable to determine the items were missing. United Nation Van Lines did not even ask to understand any of this or try to confirm that these items were missing. This is the first acknowledgment from them regarding the items stolen from the boxes.
United Nation Van Lines also will not provide the location of where our items were stored so we can independently investigate where our missing items are. It's clear they don't have any interest in beyond doing the bare minimum to 1) recover our missing boxes and 2) understand more or investigate the items stolen from our boxes.

Sincerely,

*********************
Initial Complaint
11/12/2021
Complaint Type:
Delivery Issues
Status:
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.
We relocated from ********** to *******. Around month a half ago we informed the company of when we would like to receive our belongs that are stored in **************. Until now they keep providing us with lies and false information about the delivery date. The customer agent **** ignores our calls or hangs up and consistently lies about their "dispatch" and their process. We told them we would like our stuff DELIVERED TO OUR HOME ON NOVEMBER 22ND, 2021. They promise your stuff being shipped in **** business days. They lied several times saying "it's in scheduling." Today she told me they don't start scheduling until Nov 22nd and she doesn't know what their dispatch does and that she doesn't have a manager, then after pressing she gave me the managers extension and will not answer my calls or questions or reach out to the dispatch for me. WE TOLD THEM A MONTH AND A HALF AGO THAT NOV. 22ND WAS WHEN WE WANTED TO HAVE OUR BELONGINGS AND TO BEGIN TO FIND A TRUCK OR DRIVERS OR ANYTHING for close to that date. Now they are saying it will take 4 weeks from the delivery date to even They have very DISTURBING and SHADY customer service and business practices. My husband's parents requested their belongs to be delivered on Sept they finally just got it 2 weeks ago AND THE BUSINESS LIED MULTIPLE TIMES AND SAID IT WAS ON THE WAY AND THEY ARE DELIVERING IT SOON AND THEN WE WOULD CALL BACK AND THEY WOULD SAY IT'S STILL IN STORAGE WITHOUT LETTING ** KNOW. PURPOSE OF THE ****** I cannot reach this business they are ignoring me and I WOULD LIKE MY BELONGINGS ASAP NOVEMBER 22ND AND AFTER. THEY'RE NOT ANSWERING MY CALLS OR LETTING ME KNOW THE STATUS. THEY ARE TRYING TO HOLD OUR STUFF SO WE KEEP PAYING STORAGE.PLEASE FIND A CREW DELIVER MY STUFF on NOV 22 BEGIN ARRANGING NOW WE HAVE GIVEN YOU A MONTH They can find a crew and pickup your 3-4 months in advance but they can't begin "scheduling" until the day you want it delivered does not make sense. They are crooks.
Business response
11/15/2021
To whom it may concern,

We do not understand the nature of the complaint.

Customer requested delivery on November 22nd - 7 days from now IN THE FURUTE, but the complaint was filed 10 days prior to requested delivery. If customer has a time machine we can borrow and make that delivery we would really appreciate it.
Starting November 22nd our delivery window of 0 to 17 business days starts.
To be honest, we think that complaint needs to be removed from our profile.
Should you have any questions, please do not hesitate to contact us.
Sincerely,
United Nation Van Lines.
Customer response
11/16/2021

Complaint: 16141091

I am rejecting this response because:
I have been telling the business to lock down a date to schedule a delivery for a month and a half to avoid delay and they kept refusing to start the process of scheduling. Not only that in my prior complaint you can see how hard it was to communicate and the rude customer service. They did not call back to even begin scheduling a delivery until yesterday which was when they received my complaint to the BBB. You can tell by the snarky response how rude they are and how much they do not care to understand and solve the customer's issue or take accountability. They promised my belongings will be picked up today for delivery on the 19th or 20th - we will see if they follow through.
Initial Complaint
11/03/2021
Complaint Type:
Delivery Issues
Status:
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.
I hired united nations van ********************** to move my mom from ****** to ********. United nations made me rent a storage unit where they had an address before they would pick up her belongings. So I rented a storage unit sept 28th 2021 and they picked her stuff up on Sept 30 2021. Her stuff was suppose to be delivered by Oct 27. I have pd them $6344 so far. We have still not received her stuff. Everything she owns is with them. Including medical equipment she needs. I have called and called and they can not give me an answer on when we will get it. I also think they should reimburse for the storage unit they made me rent $200 for 2 mos that is empty. I want my stuff delivered
Business response
11/15/2021
To whom it may concern,

We apologize for delayed response. Shipment was delivered on November 12th.
Should you have any questions, please don't hesitate to contact us.

Sincerely,
United Nation Van Lines.
Customer response
11/29/2021

Complaint: 16090221

I am rejecting this response because:

This has not been resolved. We are missing lots of our stuff and lots of stuff is broken. The company said we have to file a claim but are not sending the info we are requesting to file a claim. Thank you *************************

Business response
12/06/2021
To whom it may concern,
Email with claims instructions was sent on November 27th.
In case if customer did not received it that day another copy was sent today.

Sincerely,
United Nation Van Lines.
Initial Complaint
11/01/2021
Complaint Type:
Product Issues
Status:
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.
When I originally scheduled my move, they told me it would be ****. They had left some things off the original estimate so they ask that we pay another $545. Once they packed up all of our household, I was told by one of the packers that we went over our allotted cubit ft and that it would be another *******. They did not leave any paperwork with me. When I did receive a copy I saw several items written down twice. They were to deliver on 29Oct. I sent verification that I wired $****.00 to their company I sent verification from my bank USAA, but they would not deliver and instead put all of our household goods in storage. It is now Monday and no one can tell me when/if they will deliver. In the contact it states that if its stored they charge $50.00 per cubit foot. I am out of money and dont know how to get my furniture delivered! I feel like they do things intentionally do they can overcharge customers! I am happy to pay the initial quote, however I have paid them ****. +****., so were at a little over $11,000. I just retired, I cannot afford anymore!!
Business response
11/15/2021
When I originally scheduled my move, they told me it would be ****.
Correct.

They had left some things off the original estimate so they ask that we pay another $545.
We did not left anything off. Customer called us and added ADDITIONAL items.

Once they packed up all of our household, I was told by one of the packers that we went over our allotted cubit ft and that it would be another *******.
Paperwork for ADDITIONAL items on the pickup was signed by the customer PRIOR to loading. We have paperwork to confirm that.

They did not leave any paperwork with me.When I did receive a copy I saw several items written down twice.
Correct, if customer has 4 chairs it will be written down 4 times.

They were to deliver on 29Oct.
Correct.

I sent verification that I wired $****.00 to their company I sent verification from my bank USAA, but they would not deliver and instead put all of our household goods in storage.
Please be aware, that customer balance was $10,888 and as she stated she did a wire for $84441. CUSTOMER RECEIVED $2,444 DISCOUNT for no good reason, just because we felt for the customer.
We advised customer 3 days in advance that she needs to send us a wire. Wire was initiated the same day when we were making delivery.
By the time our truck arrived to the customer, money were not in our bank nor they were even pending.
After spending half a day trying to figure it out, we had to send the truck to the local storage, due to the schedule. We had other customers shipments to be delivered.

It is now Monday and no one can tell me when/if they will deliver.
Not correct. We needed couple of hours to change the schedule and customer was advised of delivery on the Nov 5th.

In the contact it states that if its stored they charge $50.00 per cubit foot. I am out of money and dont know how to get my furniture delivered! I feel like they do things intentionally do they can overcharge customers! I am happy to pay the initial quote, however I have paid them ****. +****., so were at a little over $11,000. I just retired, I cannot afford anymore!!
We do it intentionally? We advised the customer 3 days prior to delivery date about the wire instructions, we gave customer discount on the move of $2,444. We gave customer discount on redelivery of $1,250. TOTAL DSCOUNT customer received from us $3,694 and after all that we got the complaint?
Looks like any good gestures never gets appreciated.
Sincerely,
United Nation Van Lines.
Initial Complaint
10/29/2021
Complaint Type:
Order Issues
Status:
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.
United Nation Vanlines is not delivering my belongings from ************* to ********** . They are in breach of contract since Oct22,2021. Delivery was scheduled for Sept 13,2021. My husband and I are senior citizens and have been w/o furniture & necessary winter clothing since the movers picked up our belongings on September 7,2021. They keep saying the same thing: call next week/ maybe next week. We NEED our belongings. Please help. I see other complaints of the exact nature on BBB pertaining to this company. They dont seem to care really. Its not the American way.Many thanks for documenting the negative business dealings .
Business response
11/16/2021
We apologize for delayed response. Shipment is scheduled to be delivered on November 17th.

Sincerely,
United Nation Van Lines.

Customer response
11/22/2021

Complaint: 16075512

I am rejecting this response because: the company charged us $390.00 more than our contract stated when packers picked up our belongings Sept 7th.Our attempts to correct the amount due upon delivery was met w/ indifference even though we emailed them a copy of our contract.Delivery changed twice & was delivered Nov18th. Not Nov 17th. Damages were extensive eg . Piano leg broken off, vintage hutch damaged, table leg ************** legs bent, bed missing feet. Etc. They even left a large painting that isnt ours!
We are overwhelmed by this company's lack of response, customers service, overcharges, unprofessionalism .
We now have to deal w/ them re: all the repairs , refunds, etc.

Sincerely,

*************************
Business response
12/03/2021
I am rejecting this response because: the company charged us $390.00 more than our contract stated when packers picked up our belongings Sept 7th.Our attempts to correct the amount due upon delivery was met w/ indifference even though we emailed them a copy of our contract.
We double checked the paperwork and $390 was a binding estimate fee which was there before we even left for the pickup.
Delivery changed twice & was delivered Nov18th. Not Nov 17th.
We apologize for delay.
Damages were extensive eg . Piano leg broken off, vintage hutch damaged, table leg ************** legs bent, bed missing feet. Etc. They even left a large painting that isnt ours!
We are aware of the situation and our customer service is working on it.

Sincerely,
United Nation Van Lines.
Customer response
12/10/2021

Complaint: 16075512

I am rejecting this response because the binding estimate fee on the contract the driver had at time of pick up was to be removed as perLisa (United Nation Vanlines) if the cubic feet packed was less than the cf estimate??~which it was. THAT is why the driver deducted the $390.00 fee on our pick up contract . We can send copy of contract & Lisas emails which confirm our contract should be honored. Please advise the information you need. United Nation Vanlines already has this paperwork yet refuses to refund our money.
All damaged items have to be repaired on our own . We are given ONE claim... damages/ missing items report which will take months to complete . This company is such a difficult experience for us .
Sincerely

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