Complaints

This profile includes complaints for UniGroup's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  UniGroup

  1 Premier Dr Fenton, MO 63026-2989

  
• 

  United Mayflower Container Services

  412 SE Fleetway Cir Lees Summit, MO 64081-3114

• 

  United Van Lines

  15765 S Keeler St Olathe, KS 66062

• 

  Van Horn Transfer & Storage

  1421 Harrison Ave Panama City, FL 32401-2209

• 

  United Van Lines Inc

  2350 NE 2nd St Bend, OR 97701-4391

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:03/12/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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 contracted with Canton, **, based, Humboldt **************** to pack certain furnishings and to move all my belongings from *********, **, on 4/10/24, and into storage in ******, **. On 4/12/24, Humboldt debited $9,296.89 from my checking account.Paid Humboldt $1,894.01 for storage from April-July. All payments were to ********. Not a single one to United.On 8/9/24, United Van Lines truck arrived. This 68 yo had to manage three men shouting out the white sticker # of every single item brought into my home so I could check it off the list they gave me; in addition to fielding there q's about where to deliver an ******* the end, ***, the Mgr, checked his white sticker lists against mine. He was alarmed to see that I could not account for three boxes (meaning no one counted off those stickers to me.)When he asked me to sign the ppw that I had received delivery, I asked about the missing boxes. His response: "don't worry, I will let them know about them and I've also identified the damage to ur furniture. Signing is a formality that you rec'd delivery." He didn't leave me with the mismatched documentation of his inventory against mine.A mo. later, I contacted ***** ********, moving coordinator, and began detailing missing items. Predominantly, boxes from the garage which were the last to be loaded onto the truck, in addition to one box of irreplaceable momentos including the ashes of three cats and momentos of my father and children.I realize it is this Senior's word against an international moving *** Just received United's determination which denies all the missing boxes and items since this "customer marked all items rec'd. No notation of missing items." They plan to compensate me for the damage to multiple pieces of furniture including the t-boning of my bike.Had I known a local moving *** would b bought out by the likes of a United, I would never have contracted them bc this is the v behavior I would have expected.

  Customer Answer

  Date: 03/13/2025

  Is it possible to delete ***** *********** name and just use her initials?

   

  Thank you

  

  Business Response

  Date: 03/20/2025

  Please see attachment for business response.

  Customer Answer

  Date: 03/20/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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 United Van Lines to help me move from ********** AL to **********. There were multiple issues in the beginning (not packing all my items, double labelling items). Pick up occurred on 8/29/24. Delivery of my items was on 8/31/24. Another customers items were on the same truck as well. On delivery, there remained 30+ items/boxes not identified as being delivered. The driver tried to force me to sign stating all had been delivered; we almost had to call the police to get him to leave so I was unable to sign any partial delivery as he would not accept it (driver's name ******* ********). I was told by ******* ***** (coordinator) to go through all my items and if I was still not able to find them to report it to United. I reported that I remained with missing 21 boxes/bags to United in early Feb 2025. I was offered a $250 compensation (for items that likely total $3000+). United claims team justified this based on a forged signature and falsely dated 10/1/2024. Someone with United forged my signature as receiving all of the items and dated it over a month after they were supposed to be delivered. Now United is trying to use said forged signature as justification that I am not missing items. Forged signature uploaded. Documents I provided to United (which is all they had provided me with) to keep track of items as they arrived is also uploaded.

  

  Business Response

  Date: 03/13/2025

  Please see attachment for business response.

  Customer Answer

  Date: 03/17/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I did NOT receive any direct communication from the manager, Ms. ************** as stated in the original response. However, United did review the case again and I am satisfied with the resolution. It is unfortunate it had to come to this much trouble for what should have been done in the first place. 
   
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:02/26/2025

  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.

  Unigroup, Mayflower movers were contracted for cross country move: *********** to **********, ***Packed & loaded *********** 2/12, delivery date 2/18-2/21. Our family flew to CA 2/13, rented an ****** to wait for belongings. After ZERO updates, we were told our belongs didn't leave *********** till 2/23, TWELVE DAYS AFTER LOADING TRUCK. In the meantime, our family has to move to a second ******. We have no delivery scheduled and no belongings, but this morning 2/26 - the full charge of the move was charged to my CC.We have a disabled, diabetic son who is out of *************** are desperately trying to secure out of state RX's, my 72 yr old husband has run out of b/p rx. Unigroup is tone deaf and incomprehensibly incompetent.

  

  Business Response

  Date: 03/05/2025

  Please see attachment for business response.

  Customer Answer

  Date: 03/06/2025

  Complaint: 22993302
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 03/10/2025

  I have attached a PDF, I reject the "contract agreement" of $800 compensation.  It is amazing that Mayflower has the gall to quote contract agreements, when in fact, they failed on every level in said contract.

  Not only did they keep all our belongings in *********** for 12 days, they failed to inform us, until we started calling.  We got several lies in the process:  the driver got sick, (not my problem), the original team couldn't take the shipment, (not my issue), the scheduled team couldn't fit the shipment in the truck, (figure it out).  We moved twice, incurred numerous unplanned expenses.  We ran out of prescription medications, because we didn't plan for 17 days.  My son was hospitalized, my husband had no b/p Rx.  Yet Mayflower/Unigroup felt so confident they charged our CC the full amount days before we even had a delivery date, let alone our belongings.

  Then on 2/28, we get a call in the evening, to tell us the truck will deliver our move the next day at 9:00 am.  We had been searching for hotels for a 3rd move, since we still had no delivery schedule.  We get up early, to clean our way out of our second ******* take our sick, recently discharged from the hospital son, and get to our empty residence to secure parking & elevators.  We arrive about 8:30am to be ready for our 9:00 am scheduled and confirmed move.  At 9;45, we get a call to say movers will arrive around 11:30!!!

  PLEASE MAYFLOWER, CONTINUE TO QUOTE ME YOUR CONTRACT.  It is obvious that delivery times, schedules, and confirmations are a one sided contract agreement.  

  The stress, pain, suffering, cost and tension of dealing with Mayflower, trying to determine when we can have our belongings and the vague explanations are not covered by $800.

  It is incredible to me that EVERY delivery company can track deliveries to the minute it arrives on your doorstep, but Mayflower is incapable of using any technology at all, deliveries are a complete mystery.

  Mayflower's corporate answer is unsatisfactory

  

  Business Response

  Date: 03/19/2025

  Please see attachment for business response.

  Customer Answer

  Date: 03/19/2025

  Complaint: 22993302
  
  I have reviewed the business' response and am rejecting it because: it fails to state that information about delays were only because of our calls to investigate what the status of our delivery was, and updated delivery status.  We were told by ********, our customer contact : a driver got sick, a truck couldn't fit the load, I don't know where your shipment is.  When we pressed for upper management, we were told "due to unforeseen circumstances"  our belongings sat in a *********** warehouse for 12 days, before even starting the journey to our new residence.  Multiple conversations were had, and a firm delivery date was not given to us, UNTIL THE ***** BEFORE 2/28, delivery scheduled for 3/1 @ 9 am.  Called to us and confirmed.  Upon showing up at the CONTRACTED AND CONFIRMED DELIVERY TIME OF 9 am, we waited 45 minutes for a call, telling us delivery would be at 11:30 am.

  Mayflower movers/Unigroup did not adhere to a single delivery date, time or inform us.  We had to relocate twice, while waiting a total of 17 days vs the contracted time of 3-5 days.  Corporate contracts that are one sided, that take advantage of the consumer, then have the audacity to quote said contract about "agreed terms."  Unigroup is obtuse to the pain and suffering, the expense and the stress put on our family because of the "unforeseen circumstances" excuse of Mayflower/Unigroup.

  We wholeheartedly reject this corporate double-speak about how we have to adhere to the contracted $100/per day reimbursement, but Mayflower/Unigroup can use the excuse of unforseen circumstances and charge full pricing for a disastrous move, and meet zero terms of the contract.  
  
  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:02/13/2025

  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.

  I have made multiple attempts to resolve this issue, as outlined in the attached documents. I feel misled, deceived, and scammed by fraudulent practices from Mayflower and IMS Relocation, subsidiaries of UniGroup.The original estimate was $8,875.16, yet the final charge amounts to $9,719.75. Even with the additional storage fee of $844.59an amount not mentioned in the contractthe total still doesnt add up. I am concerned that my elderly mother, who simply needs her belongings delivered, may be taken advantage of during this process.I request a detailed breakdown of how the total charge of $9,719.75 was reached. Please clarify any additional charges that were applied beyond the original estimate. The contract mentions no extra storage fees beyond the 30-day Storage-In-Transit (SIT) period, raising doubts about the legitimacy of these additional charges.I have reviewed the Bill of Lading for potential legal concerns regarding hidden or unreasonable fees. Key issues include:Hidden or Unreasonable Add-Ons: Third-party charges, such as disconnecting/reconnecting appliances, were not disclosed in the original estimate. This violates 49 U.S.C. *****, which mandates that all charges be disclosed upfront.Unfair Contract Terms: The contract allows the carrier to withhold delivery until 100% of charges are paid, even if they exceed the estimate. This could violate 49 C.F.R. *******, which requires movers to provide notice of additional charges before delivery.Unclear Storage Fees: The contract references Storage-In-Transit (SIT) but fails to provide clear details on how and when extra storage fees are applied. This may be deceptive and in violation of consumer protection laws.Furthermore, I was told that my items would leave storage on February 11, 2025, yet they were reported to have left on February 12, 2025. I request a breakdown of daily storage charges to ensure we are not being unfairly charged for an extra day due to this miscommunication.

  

  Business Response

  Date: 02/21/2025

  Please see attachment for business response.

• Initial Complaint

  Date:01/10/2025

  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 moved from ******* to *******. I received a quote with a delivery of 7/29. They tried to deliver on 7/27 and charged me to crate my belongings and store them until they decided to deliver them for $3,787.48. They lost a lot of my possessions in this process, damaged / destroyed many antiques that had been in my family for generations, etc. I submitted a claim with the company on 8/5/2024 and as of 1/10/2025, have not received even a preliminary report in regards to my loss. ********* and other 3rd Party companies were involved by Unigroup who prepared reports on my belongings after being in my home and no one has shared these reports with me so that I am aware of what is going on. I also witnessed Unigroup personnel do damage to my property, and submitted that to the driver and the company directly when it happened, and they turned this over to Travelers who decided that the damages to my property were worth $0. My current claim with Unigroup is in excess of $178,000 with $90,000 of ************** The possessions that were lost by Unigroup should not be included in this total and should be refunded to me so that I can repurchased those possessions.

  

  Business Response

  Date: 01/21/2025

  On January 13, 2025, United Van Lines, LLC (United) received ***** ******** consumer
  complaint that was filed with the Better Business Bureau. Mr. ******** complaint has been directed
  to the undersigned for review and response.
  Mr. ******* contracted with United to transport his household goods from ******* to ********
  The Bill of Lading contract reflects an agreed upon delivery spread of dates from July 27, 2024 through
  July 30, 2024. This means that the shipping customer must be ready to accept delivery at any time
  within this agreed upon spread of delivery dates.
  On July 27, 2024, when United arrived to deliver the shipment, Mr. ******* was unable to
  accept delivery. Apparently closing on Mr. ******** destination residence had been delayed and
  prevented him from accepting delivery.
  The terms and conditions of the Bill of Lading contract provide that if the shipping customer
  is unable to accept delivery within the agreed upon dates, then the carrier will deliver the shipment to
  a local warehouse for Storage-in-Transit at the shipping customers expense. ********************** subsequently
  delivered Mr. ******** shipment to his destination residence.
  Mr. ******* filed a series of claims with United. Mr. ******** most recent cargo claim
  filed with United was received on November 22, 2024. Uniteds ***************** continues in its
  efforts to review, investigate, and respond to all of Mr. ******** cargo claims. Uniteds Claims
  Department is working on completing a final review of the cargo claims received.
  United appreciates the opportunity to respond to Mr. ******** concerns. If any clarification
  is needed, I am happy to assist.

  Customer Answer

  Date: 01/21/2025

  Complaint: 22795848
  
  I have reviewed the business' response and am rejecting it because: The response does not handle any of the problems that happened.  1) Witness the delivery personnel damage the property, but they do not want to pay towards that.  2) Loss tons of property and damaged the rest.   Anything that United was solely responsible for or touched got damaged.  3) They used sub-standard workers, and those people didn't care about my possessions or my property.   

  In the 4 months that this claim has been open, only two 3rd party individuals have attempted to do anything in regards to this claim.   There are supposed reports from these third party individuals, and those reports have not yet been shared with me so that I know anything that is going on.   The Claims Team 5 that is assigned is not forthcoming with information or responses.   As of 1/21/2025 (claim filed beginning of September 2024) there has been nothing of note in regards to the claim.   I have not received a preliminary offer, still have to store all the damaged property in my garage and around the house, and this delay is not letting me get to living in my home. 

  The only small information that I received was that a piece of antique wood furniture could be refinished and repaired for $75 - $125, which is not a reasonable amount of money at all.   Additionally, in those 4 months, none of the missing items have been found or located.   There should technically be two claims, one for the damages done to the property that was delivered, and one for the lost / stolen property that is no longer available to be delivered. 

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

  

  Business Response

  Date: 01/29/2025

  To Whom it May Concern:
  On January 21, 2025, United Van Lines, LLC (United) received ***** ********
  supplemental consumer complaint filed with the Better Business Bureau.
  Regarding the claim of residential property damage to Mr. ******** residence, United
  and its agents must defer to the conclusions of the adjusters assigned to the claim by a third-party.
  In this case, a professional third-party adjuster assessed the damage and concluded that no payment
  was warranted.
  United has previously addressed Mr. ******** concerns regarding reported loss and/or
  damage to his household goods. The claims team anticipates providing Mr. ******* with a claim
  settlement offer by January 31, 2025.
  In his January 21, 2025, supplemental complaint, Mr. ******* mentions a customer
  service issue regarding the quality of the workers handling his shipment. Uniteds claim settlement
  offer will be issued in accord with the terms of the parties Bill of Lading contract, the inspection
  report, and Mr. ******** ability to meet his burden to establish a compensable claim.
  United appreciates the opportunity to again respond to Mr. ******** concerns.

• Initial Complaint

  Date:12/10/2024

  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 booked a container move with United, who had ********************* and Storage manage my move from ** to **. The salesperson, **** *******, told me that a container move results in less shuffling of your belongings because items go right into the container, the container is moved (and in my case stored), and then delivered in the container. This is what I wanted and what I paid ****** moving contract says "3 containers" with my old address, and I was going to provide my new address once I had it. No where on the contract does it say that the movers might use a moving truck to pickup/deliver my items, versus the containers. However, without my consent and without any prior communication, my items were picked up in a moving truck and delivered in a moving truck (not container trucks). Not only was I given a different type of move, but the move at origin was poorly executed. The head mover there told me I should have had 4 movers for a move this size, but I only had 2 movers. They were at my home for 7 hours. Additionally, the head mover said he did not realize this was supposed to be a container move. He wanted to use moving paper, instead of blankets to wrap my furniture, but he ran out of paper and just stacked my patio furniture with paper between the chairs (instead of wrapping them). My patio table was not wrapped at all. I expressed concern and frustration after my items were picked up, and I tried to schedule a meeting after my items were delivered and I was ignored (email 10/24/24). I'd like a refund of $1168.78 ($973.18 for the difference between the semi move and container move + $195.60 for the extra hotel stay after I didn't have enough movers to complete my move efficiently and had to stay an extra night).

  

  Business Response

  Date: 11/15/2024

  This complaint will need to be transferred to the Eastern Missouri BBB for United Van Lines as the shipment moved under United Van Lines, LLC (United) interstate operating authority. For purposes of the interstate move, ******* Storage & Moving (*******) was acting solely as a disclosed household goods agent of United. As a disclosed household goods agent, ******* cannot be liable for damages arising out of Uniteds performance under its interstate Bill of Lading. Therefore, please remove ******* from the complaint and forward the complaint to the Eastern Missouri BBB for United Van Lines.

  

  Business Response

  Date: 11/29/2024

  This is not A customer of US Van ********************** ****

  

  Business Response

  Date: 01/07/2025

  Please see attachment for business response.

• Initial Complaint

  Date:10/28/2024

  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: September 28, 2024 Initial amount paid $9,361.77 Additional amount we were force to pay under duress: $2,300.00 Mayflower was hired to move our entire belonging from ********** to ********. **** ***** Relocation Consultant told me not to worry about delivery dates. **** ***** said they were flexible and could "Store the trailer in a secured facility at no additional charge" but when we were waiting for our belongings to arrive within their schedule Oct 5th - 11th **** sent an email demanding $2,300.00 for unauthorized 2 day storage or he wasn't going to deliver our belongings. He was holding our life belongings hostage for ******.The business sided with **** forcing us to pay. They even sent an invoice claiming we our even more money, $699.74 which means if we don't pay this completely bogus invoice, we can't file any claims for damages (There's a lot of damages) because their contract states we can file if we still owe money.

  

  Business Response

  Date: 11/06/2024

  
  As the Manager of ************** I have been asked to respond to the customers concerns regarding
  their recent move.
  As *****************, we are governed by regulations that specifically prohibit us from giving a customer
  a partial refund, rebate, or a free move based on the perceived level of services. These regulations also
  prohibit the customer from accepting a refund of the applicable tariff charges for the move. Attached is a
  copy of our Memorandum of Law for additional information. (See Memorandum of Law)
  The terms and conditions of the Estimate/Bill of Lading are explained on page 1 of the estimate and page
  3 of the signed Bill of Lading; as well as the The Rights and Responsibilities When You Move booklet
  and the Ready to Move brochure. The customer agreed to the terms based on the electronically signed
  acceptance agreement.
  On August 29, 2024, ***** ****** agreed to the Order for Service/Bill of Lading terms which included
  the transportation of *****lbs; pack 48 cartons; unpack 5 cartons; Extra Labor required for a Safe at both
  origin and destination; as well as Full Valuation Protection of $45,800 with a zero deductible. The
  estimated total price for these charges/services was $9,361.77.
  The customers Order for Service/Bill of Lading is bound, meaning that the charges are based on the
  estimated weight and services, not on the actual carton, packing, unpacking, or weight. This is done so
  that we can provide the customer with price certainty. With a bound Order for Service/Bill of Lading, the
  customer can budge their moving costs and not be worried if there is additional packing or if the weight
  goes over the estimated amounts.
  The customers weight did not go over. But the actual cartons and packing increased from the estimated
  48 to 98 packed cartons.
  The customer also agreed to be available to accept delivery between October 5, 2024, to October 11,
  2024. Per the The Rights and Responsibilities When You Move booklet, page 31, it states it is your
  responsibility to be available to accept delivery on the dates specified. If you are not available and are not
  willing to accept delivery, your mover has the right to place your shipment in storage at your expense or
  hold the shipment on its truck and assess additional charges.
  On October 3, 2024, the customer informed us that his residence was not ready, and he would not be
  able to accept delivery until October 9, 2024. The driver had other shipments on the truck that also had
  delivery spreads of their own. Unfortunately, the driver was not able to accommodate the customers
  request and had to deliver on October 7, 2024.
  Since the customer was not able to accept delivery on October 7, 2024, or provide an alternative address,
  the driver placed the shipment into a sister agents warehouse. The warehouse provided the customer
  with a new delivery date and advised the customer of the additional delivery charges that needed to be
  collected.
  All orders are subject to an audit, and if necessary, will be corrected by refund or additional billing within
  30 days of delivery to the customers residence. An invoice was emailed to the customer indicating that
  there is a balance due of $699.74 for Storage-In-Transit (SIT).
  We are required to charge and collect for all services requested and performed before we can settle a
  customers claim for damages and/or missing items. The customer has nine (9) months from the day of
  delivery to submit their written claim.
  Mayflower Transit transported the customers household goods from ********, **, to Duenweg, ***
  We loaded and delivered the shipment as per the electronically signed acceptance agreement.
  Attached are the documents that substantiate that move services were provided.
  We regret any frustration, distress, or inconvenience the customer has experienced, and must
  respectfully deny the request for any refund.
  Sincerely,
  ******* *************
  Manager *************

  Customer Answer

  Date: 11/06/2024

  Complaint: 22481007
  
  I have reviewed the business' response and am rejecting it because: At no time did we agree to storage or storage fee. They purposly and unlawfully forced us to pay an additional $2,300.00 or refused to release our life's belongings. **** ***** sent an email stating that there would not be any more charges but again they unlawfully sent an invoice for $699.71. We are continuing to seek criminal charges in this matter. There are no laws stating they can't refund but there are laws such as extortion and the RICO *** or 1970. Mayflower has a history of this which can be found here: ***************************************************************************** We want the $2,300.00 extortion money returned a.s.a.p.
  
  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/10/2024

  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 May 29th 7800K for service ************** Complaint is did not finish job, damaged goods, lost goods, defaming character, lost our dog.United is aware of the situation but refuses to take accountability. They did not finish packing our house. Nor did we ever have a walk through. We have evidence of the items left at our home via the new owner. They also damaged goods, and we have a few missing items that which were not left at our old house. We incurred expenses because the crew United hired let our dog out. The dog took off. The dog was found 5 days later 5 miles from our old home. Neighbors found him. We had to drive all the way **** to ***** to get our loved dog. We had gas expenses, food, lodging, not to mention the stress and anxiety of the incident. United contracted us out to ***************. They were hired through Central Transportation out of *******. This company as well refuses to take any accountability of the events that occurred on moving day. Theres a very detailed review left on ****** for Cental Transportation and ***********************. We would like our things that which were left by the company. They refuse to pick up the two boxes and ship them to us, claiming its been to long or we had a walk through in which we DID NOT.

  Customer Answer

  Date: 10/09/2024

  Here is the attached United Van Lines Contract and Estimate, if you need anything further, pls ask **

  

  Business Response

  Date: 10/10/2024

  Good morning Mr. ************** I don't have enough information in your BBB complaint to find your order in our system.  Could you please provide me with a copy of your ************************** that should contain an Order # in a format such as U xxx-xxxx-4.  Or you can respond without the attachment by just providing me with the Order # in the format I just provided, or if the order is under a different name that would be helpful also.  Thank you.

  Customer Answer

  Date: 10/11/2024

  Attached is invoice, attached is binding signed contract.  I also have bank statement with payment in full and email from United showing paid in full, plus much much more.  Pls ask if you want anything further.

  

  Business Response

  Date: 10/17/2024

  Please see attachments for business response.

  Customer Answer

  Date: 10/17/2024

  Complaint: 22401581
  
  I have reviewed the business' response and am rejecting it because:
  
  We did not have a walk through.  It is apparent that United is ignoring the whole events of that day which we were submitted as a review. Attached here are the photos from the new owner showing the items in which were left in our kitchen.  We paid for our kitchen to be packed, and it was not fully packed.  We will not file a claim as these are not lost items, but left items by the crew they hired.  Some of these items are family heirlooms and need to be sent to us by United.  On June 1st they delivered what items were on the truck only, not all items as they were left.  United was aware we were in a rental, and we were in processes of buying a house.  The missing items were noticed missing once everything was unpacked in our new home we are currently in now.  We have a verbal correspondence from the new owner contacting us about the items left, and also the pictures she sent showing said items.  I would highly suggest United read the full review on this day, as it is clear that the crew and Alto with Central Transport is not making United aware of the occurrences and circumstances of the day events on moving day.  Once again from a four hour delay of not packing due to the inaccurate weight disagreement between the driver and estimator, to walking off the job, loading then unloading the truck, not leaving untill 11pm with NO walk through, and last letting our dog out, which still is not being addressed by United in regard to this matter as well. Central Transport is claiming there were no issues on June first and we never contacted, in which this was false.  We called about our dog, we called about broken and missing items, in which a claim form once sent to us by Appleton. Again, central transport knew we were not unpacking until we moved into our new home.  Thats when we unpacked, thats when we noticed items were missing, thats when the new owner verified left items, thats when new owner sent us verbal confirmation of left items, thats when new owner sent us pictures of left items. Again, stating for record once again, we had no walk through as the driver left at 11pm because of all the days events that put him behind schedule. We had to leave because WE had to be in *********** to meet said driver.  I was unable to attach a continuation of the days events as the system would not allow for more attachments. We want our items pictured in said pictures. We want a resolution for the expenses accrued by the loss of our dog. Gas, food, lodging.  
  Here is the link to the two reviews of that day left at Central Transport and ********. Read pls, as it has the whole days events.
  ************************************************************
  if unable to read photo copies can be sent.
  
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 10/17/2024

  At your convenience, please forward the pictures you referenced.  The link you provided results in this message:

  Short URL (************************************************************) not found

  Customer Answer

  Date: 10/24/2024

  The message you sent about the link (BBB) those pictures were a,ready submitted through email and uploaded by BBB.  If you have any further comments, pls let us know.  We are still waiting on reply from Uni from the last rejection we did. 

  Customer Answer

  Date: 11/05/2024

  Why did you close this?  I did respond.  You asked for me to upload documents from a link as photos .   Those were uploaded.  They are in the evidence.   Id like this investigated, as I did comply, and I did respond.  The ones that never responded were the merchant after the fact. I expect a reply as someone has messed up.

  Customer Answer

  Date: 11/05/2024

  Attached is evidence I did respond, and the requested photos were uploaded, per your email to me. These photos included the requested photos from said link.  Again why did you close the complaint, as I did respond? This complaint needs to reopened. 

  Customer Answer

  Date: 11/09/2024

  The new owner of our old house sent us some of the items United failed to pack. Mainly items that were my grandmothers.  Picture shows items returned and paid for by new owner.  

  Customer Answer

  Date: 11/09/2024

  The new owner of our old house sent us some of the items United failed to pack. Mainly items that were my grandmothers.  Picture shows items returned and paid for by new owner.  

  Customer Answer

  Date: 11/09/2024

  Another picture of items failed to be packed by United return to us by the new owners expense. 
  we paid for  a service to have our kitchen packed.  There was no walk through. If we paid for a service, and it was not completed, then the job was not complete. We should be refunded or compensated for a service that which was not finished. We also are waiting on an agreement because the movers letting our dog out, and was lost, and as United knows we incurred unwarranted expenses because of their crews irresponsible, and unprofessional actions in regard to dog. 

  Customer Answer

  Date: 11/18/2024

  I cannot in several attempts get the business response to come up.  You click it and nothing happens. 
  How can one respond if the BBB system is not working properly?   
  unicorp contacted me 3-4 days ago.  They asked if I was able to retrieve my items from my old residence.  I replied to them.  I assume they acknowledge they did not finish packing my kitchen by asking the question. 
  if the BBB can resolve the issue that by clicking view response, I then can reply properly. 

  Customer Answer

  Date: 11/19/2024

  More evidence of items left.  Also, showing kindness of neighbors by our old house trying to step in and send us our items left behind by the movers.  Good people indeed. 

• Initial Complaint

  Date:09/01/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  The United ************** is refusing to cover our damaged goods. We paid $1614.10 for full value protection with a $0 deductible. They are only giving us $252.95. We are requesting our furniture to be repaired as well as $903.80 (in addition to the $252.95) in replacement value of our damaged goods. I have attached the email trails as well as receipts for coverage. Please let me know if you need any further information. We initially submitted this claim April 22, ********************* the process of trying to get our claim money.

  

  Business Response

  Date: 09/09/2024

  Good Morning,

   

  Respectfully,

   

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

  

  Business Response

  Date: 09/09/2024

  Good Morning,

   

  Respectfully,

   

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

  Customer Answer

  Date: 09/16/2024

  Hi! I responded to the company via email which they sent me and said thank you but I forgot to click resolved bia bbb before it closed my case. Anyway we can change it to resolved. Thank you for your help! 

  
  

• Initial Complaint

  Date:07/31/2024

  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.

  Wow where do i start, First off. Run don't walk away from these people. They are NOT good people and arent honest! They will LIE to you and not deliver your furniture on time. Many Many people are upset but don't put the time in to make a complaint. Don't make the mistake I did!!! I had the *** come to my house and do a walk through to give me a price. **** gave me a price. Against my better judgement I agreed. *********************** then took my file over and she wasnt nice from day 1. Not returning calls, making excuses about basic questions. I thought, "wow this isnt good" The day of the move they had an easy job because my wife and I had all the boxes either in the garage or in the front of the home. They finished and this is when the horror began. First they told me they would be loading an 18 ******* and would go right to *******. They had 3 box trucks and took all of my belongings back to their facility. I'm hearing this while I'm driving down to ******* with my daughter and 2 dogs. My wife flew with my son to meet the movers in *******. I started calling for updates and the rudeness began, The lies began. OH a driver got stuck, oh a driver is sick. Story after story why they havent left yet with all of my belongings. As the owner of these belongings you feel exposed, scared not knowing what to do. THEN my bank calls me. The card I used to pay them got compromised and someone used it. WOW!!! Really?? and in the same state their corp office is in. I was speechless. So I had to give them another card. Funny how then they called me real quickly. These movers were over 7 days late and always constantly made up excuses. They said they would refund me money and give me more when what the "breached" contract said they signed. I want the promised money back. STAY AWAY FROM THIS COMPANY THEY ARE BAD PEOPLE!!!

  

  Business Response

  Date: 08/08/2024

  Please see attachment for business response.

  Customer Answer

  Date: 08/09/2024

  Complaint: 21995786
  
  I have reviewed the business' response and am rejecting it because:

  I spoke to ******* and she told me they were authorizing more money as a refund based on their poor performance 
  
  
  
  Sincerely,
  
  *****************************