ComplaintsforUnited Nation Van Lines

• Initial Complaint

  09/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We hired this company for a move from ********** to ********. I had to postpone the delivery due to a delay in closing on our home. They told me it would be a week to 10 days. Its now been 2 weeks, I still dont have my household goods, and they still cant tell me when Im going to get my delivery. Its now been over 2 weeks.

  Business response

  10/12/2021

  Customers Statement of the Problem:
  
  We hired this company for a move from ********** to ********.
  Correct.
  
  I had to postpone the delivery due to a delay in closing on our home. They told me it would be a week to 10 days. Its now been 2 weeks, I still dont have my household goods, and they still cant tell me when Im going to get my delivery. Its now been over 2 weeks.
  We were ready to make that delivery, but customer changed the dates. Due to that we had to rearrange the schedule and put it on the next available truck.
  Next available truck will load it on October 13th and will make the delivery shorty after that.
  
  
  Sincerely,
  United Nation Van Lines.

• Initial Complaint

  09/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We contracted with UNVL to move an estimated **** cuft of a **** sqft household from LA to SC. Pickup driver arrived in an Enterprise Rent a Car 26 ft straight truck which is rated for **** cuft. At the end of the load the driver said he "wasn't expecting this to be a full **** cuft load".The delivery was received Friday, August 27 as part of a multi-household shipment on a wedge trailer. After evacuating all our items I measured the space occupied by our items (sandwiched between 2 other households) which measured 9ft 2 inches tall (110 inches total), 100 inches wide, and 267 inches long.110 X 100 X 267 = ********* cubic inches. ********* / **** = **** cubic feet (which is still less than the Enterprise 26 foot box truck dimensions)This is significantly different than the **** cubic feet charged by United Nation Van Lines (8/8/2021 **** **** Base + Additional **** = ****) and is a difference of 800 cuft X $5.20 = $4160.We are being overcharged by 800 cuft that were never used.

  Business response

  10/12/2021

  Customers Statement of the Problem:
  
  We contracted with UNVL to move an estimated **** cuft of a **** sqft household from LA to SC.
  Correct.

  
  Pickup driver arrived in an Enterprise Rent a Car 26 ft straight truck which is rated for **** cuft. At the end of the load the driver said he "wasn't expecting this to be a full **** cuft load". The delivery was received Friday, August 27 as part of a multi-household shipment on a wedge trailer. After evacuating all our items I measured the space occupied by our items (sandwiched between 2 other households) which measured 9ft 2 inches tall (110 inches total), 100 inches wide, and 267 inches long. 110 X 100 X 267 = ********* cubic inches. ********* / **** = **** cubic feet (which is still less than the Enterprise 26 foot box truck dimensions) This is significantly different than the **** cubic feet charged by United Nation Van Lines (8/8/2021 **** **** Base + Additional **** =****) and is a difference of 800 cuft X $5.20 = $4160. We are being overcharged by 800 cuft that were never used.
  Thats not exactly how it happened. Customer reserved **** cuft of space and was charged for it.

  
  Sincerely,
  United Nation Van Lines.
  
  

  Customer response

  10/13/2021

   
  Complaint: 15868999
  
  I am rejecting this response because:

  1. **** cuft was NEVER reserved by us, the client. Their statement contradicts their first response of their verifying a CONTRACT for **** cuft. I have copies of every signed document and they do not have a reservation of **** cuft.

  2. At what point did we, as the customer say "I reject your professional estimate of **** cuft and instead want a space 80% larger than that."

  3. Even if we did reserve **** cuft that service was not provided neither at pick up or drop off. Being charged for space not used is FRAUD.

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

  Business response

  12/13/2021

  We contracted with UNVL to move an estimated **** cuft of a **** sqft household from LA to SC.
  Correct.

  
  Pickup driver arrived in an Enterprise Rent a Car 26 ft straight truck which is rated for **** cuft. At the end of the load the driver said he "wasn't expecting this to be a full **** cuft load".
  It's really odd for the driver to say that, because he was the one estimating it for **** cu.ft.

  
  The delivery was received Friday, August 27 as part of a multi-household shipment on a wedge trailer.
  Not correct. Wedge trailed used to transport cars. We did deliver on a trailer, but it was moving trailer.

  
  After evacuating all our items I measured the space occupied by our items (sandwiched between 2 other households) which measured 9ft 2 inches tall (110 inches total), 100 inches wide, and 267 inches long. 110 X 100 X 267 = ********* cubic inches. ********* / **** = **** cubic feet (which is still less than the Enterprise 26 foot box truck dimensions) This is significantly different than the **** cubic feet charged by United Nation Van Lines (8/8/2021 **** **** Base + Additional **** = ****) and is a difference of 800 cuft X $5.20 = $4160. We are being overcharged by 800 cuft that were never used.
  This is a very strong statement. If there is any proof of it, we would like to see it.
  Also, we would like to say that according to the paperwork signed on the pickup customer reserved **** cu. ft. and that is the minimum charge calculation.
  
  Sincerely,
  United Nation Van Lines.

  Customer response

  12/16/2021

   
  Complaint: 15868999
  
  I am rejecting this response because:

  UNVL continues to contradict their own statements. To start, they affirm "We contracted with UNVL to move an estimated **** cuft" which is the quoted amount we used to make our decision to use this service. However they also said "on the pickup customer reserved **** cu. ft. and that is the minimum charge calculation." This is not the quote we received, and when we challenged that size with the driver he said to challenge that with the company otherwise he would have to reload the trailer at an additional cost, and restore at an additional cost, which would result in a re-delivery fee. I've read about these 'hostage' practices before. The initial quote and the final amount paid was nearly double.

  My original claim of FRAUD stands. "This is a very strong statement. If there is any proof of it, we would like to see it." What would you like other than my FIRST HAND experience of measuring the utilized area of the moving trailer? Possibly my wife stating she was on the other end of the measuring tape when I read the measurements out?

  If the full **** cuft was used my personal belongings would have had the appropriate space, possibly loaded correctly, and not have been as significantly damaged.

  Business response

  12/20/2021

  To whom it may concern,
  
  UNVL continues to contradict their own statements. To start, they affirm "We contracted with UNVL to move an estimated **** cuft" which is the quoted amount we used to make our decision to use this service.
  Correct. **** was initial quote based on the items provided by the customer.
  

  However they also said "on the pickup customer reserved **** cu. ft. and that is the minimum charge calculation." This is not the quote we received, and when we challenged that size with the driver he said to challenge that with the company otherwise he would have to reload the trailer at an additional cost, and restore at an additional cost, which would result in a re-delivery fee. I've read about these 'hostage' practices before. The initial quote and the final amount paid was nearly double.
  We are really confused on this one. Size of the shipment determined at the pickup, not in the office. And reloading part does not make any sense.
  

  My original claim of FRAUD stands. "This is a very strong statement. If there is any proof of it, we would like to see it." What would you like other than my FIRST HAND experience of measuring the utilized area of the moving trailer? Possibly my wife stating she was on the other end of the measuring tape when I read the measurements out?
  As we stated before, we would like to see some sort of evidence, not just statement.
  

  If the full **** cuft was used my personal belongings would have had the appropriate space, possibly loaded correctly, and not have been as significantly damaged.
  So in other words, customer claims that we packed ******** into the smaller volume? We do not understand the statement.
  
  
  Sincerely,
  United Nation Van Lines.

  Customer response

  12/22/2021

   
  Complaint: 15868999
  
  I am rejecting this response because: UNVL keeps repeating the same incorrect information.

  So in other words, customer claims that we packed **** cuft into the smaller volume? We do not understand the statement.

  That is exactly correct. My statement is that you delivered my household in a space 110 X 100 X 267 = ********* cubic inches. ******* / **** =**** cuft.  However my pickup charge was based on **** cuft which means my shipment shrunk by roughly 800 cuft between initial pick up and final delivery. Ive been challenging from the very beginning that the size of my household was less than the ******************************************************************** thousands of dollars inappropriately charged.

  As we stated before,we would like to see some sort of evidence, not just statement.
  My evidence is I was there, I personally measured it, wrote it down, and a second person helped me verify the measurements. Considering you are absent any first-hand testimony of the actual delivery shipping dimensions thats probably not a good route for you to pursue.

  
  My original claim of FRAUD stands. You charged me for space that was not used or requested, crafted a situation where rejecting your evaluation of total charges would result in additional service charges such as reloading, storage, re-delivery, second site unloading, and I'm sure others.
  

• Initial Complaint

  09/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On July 11th 2021 United Nation Van Lines ****** # ******/ (Changed name on July 31 to United Nation Expedited Deliveries) picked up my household furniture and has not delivered it as of 09/14/2021. I have contacted customer service on several occasions and have spoken to (****). **** has not given me a delivery date, just states we will call you when the furniture is packed for delivery. The contract states the furniture will be delivered 17 days after pickup, which is false. According to the ************* Carrier website, this company has several complaints, including holding furniture hostage. This company is a rogue moving company and has no business operating as such. I have filed two complaints with the ***** in which they have no legal authority to enforce complaints.

  Business response

  10/12/2021

  We apologize for delay.

  Shipment was delivered and compensation of $960 was provided to the customer.

   

  Sincerely,

  United Nation Van Lines

  Customer response

  10/13/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We signed with United Nation Van Lines for a long-distance move from ** to NC, We requested "immediate delivery" with the first available delivery date being 8/14/2021.After 2 weeks of waiting for our items, we contacted the office to find out when our items would be delivered. We were informed the items would be delivered the next week and we would get a call to confirm. No call was received. Every week, several times/week I have called for an update. Our load/delivery date has repeatedly changed. They are now out of contract for delivery. Today I was told our items would be loaded this weekend and delivered "usually within 2-3 days". I reminded them they are out of contract, to which I was told "you will be compensated for the late delivery" We informed the customer service rep that we felt as though our items were being held hostage. To which the rep stated they were not hoding them hostage, they just don't know for sure when they will be delivered.

  Business response

  09/13/2021

  We sincerely apologize for the situation.
  Shipment was loaded September 11th and will be delivered any day now.

  
  Sincerely,
  United Nation Van Lines.
  

  Customer response

  09/14/2021

  The company has failed to return my 3 calls today trying to find out the, yet again extra charge because the driver stated he could not get in or driveway on a 5.5 acre lot.I would like to have my items delivered without the additional "shuttle fee"Complaint: 15841430
  
  I am rejecting this response because: 
  
  Regards,
  
  *******************************

  Customer response

  09/27/2021

  They still charged us way too much plus an additional fee because the driver came with a vehicle to large to get in the driveway. Keep in mind we have almost 6 acres and very large driveway that has 2 entrance/exits.

  
  

  In addition,  it was the driver who contacted us for the final amount.   United Nation Van Lines had never responded. 

  
  

  The service from the company has been so bad, and with the lack of response,  the items that are broken because of them, we are not going to make an effort to get our due compensation back.  It would cost us more money, time,  and frustration.

  Business response

  10/12/2021

  Customers Statement of the Problem:
  
  We signed with United Nation Van Lines for a long-distance move from WI to NC,We requested "immediate delivery" with the first available delivery date being 8/14/2021.
  Correct.
  
  After 2 weeks of waiting for our items, we contacted the office to find out when our items would be delivered. We were informed the items would be delivered the next week and we would get a call to confirm. No call was received. Every week,several times/week I have called for an update. Our load/delivery date has repeatedly changed. They are now out of contract for delivery. Today I was told our items would be loaded this weekend and delivered "usually within 2-3 days". I reminded them they are out of contract, to which I was told "you will be compensated for the late delivery" We informed the customer service rep that we felt as though our items were being held hostage.To which the rep stated they were not hoding them hostage, they just don't know for sure when they will be delivered.
  We apologize. Shipment was delivered.
  
  Additional Comments from Consumer:
  They still charged us way too much plus an additional fee because the driver came with a vehicle to large to get in the driveway. Keep in mind we have almost 6 acres and very large driveway that has 2 entrance/exits.
  The fact that property has two exits does not change that gravel road with the incline to the paved one. Our truck weights over 80K lbs and its not made for such roads.
  
  
  In addition,  it was the driver who contacted us for the final amount.  United Nation Van Lines had never responded. 
  The service from the company has been so bad, and with the lack of response, the items that are broken because of them, we are not going to make an effort to get our due compensation back.  It would cost us more money,time,  and frustration.
  We apologize that customer feels that way.
  
  
  Sincerely,
  United Nation Van Lines

  Customer response

  10/13/2021

   
  Complaint: 15841430
  
  I am rejecting this response because:

   

  The driver of the orginal truck requested pictures the day before delivery of the driveway, road leading to the driveway and all angles of the road and driveway and front of the house.  The driver knew the day before what the area looked like and could have either 1) bring items in a smaller truck, or 2) let us know the delivery would again be delayed.  We feel as though this was just another way for the company to cahrge us more money.  In fact, the driver of the truck stated that "this company is notrious for delaying deliveries and overcharging people"

   

  My desired outcome would be to have the additional charge for having to "shuttle" our goods be refunded as the knowledge of the road, driveway and front of house was known by the driver the day before he came to the house for delivery.  By doing so, our delivery was delayed another 24 hours, which we were not compensated for and were charged an additional fee.  
  
  Sincerely,
  

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

  Business response

  10/19/2021

  The driver of the orginal truck requested pictures the day before delivery of the driveway, road leading to the driveway and all angles of the road and driveway and front of the house.  The driver knew the day before what the area looked like and could have either 1) bring items in a smaller truck, or 2) let us know the delivery would again be delayed.  We feel as though this was just another way for the company to cahrge us more money. In fact, the driver of the truck stated that "this company is notrious for delaying deliveries and overcharging people" 
  My desired outcome would be to have the additional charge for having to "shuttle" our goods be refunded as the knowledge of the road, driveway and front of house was known by the driver the day before he came to the house for delivery.  By doing so, our delivery was delayed another 24 hours, which we were not compensated for and were charged an additional fee. 
  We not really understanding the statement. Big semi could not make the delivery. Smaller truck (shuttle) was rented to complete delivery (double the loading and unloading). *************** is an additional charge.

  
  Sincerely,
  United Nation Van Lines
  

  Customer response

  10/20/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I do not agree with the company's response, or the manner in which they do business, for example $8,000 original contract and our final cost was over $13,000, misleading delivery information stating we would have immediate delivery yet it was over a month before our items were delivered, and the lack of response when calling the company, I will very reluctantly agree to closing this complaint.

   

  As with every other encounter with the company, the response is not what I would expect of a reputable company.

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

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