ComplaintsforUniGroup

• Initial Complaint

  10/04/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to complain about my experiences and unresolved problems with the moving company, United Van Lines, including its agent in Missouri, *** ******, its “customer service” unit, UniGroup, and its insurance company, ******** ********* *******. I’ll provide a summary of the problems but would be happy to submit further details on any of the matters. 1. I contracted through *** ****** to have United Van Lines move my furniture from St. Louis to Miami. 2. At the urging of the *** ****** representative, I purchased extra insurance, something they call “Straight Talk Advantage Option 2 Package.” This insurance is “replacement cost” insurance. 3. Much of my furniture was damaged in the move (indeed, some was damaged during packing, as we all witnessed in St. Louis). 4. On 8/23, I filed a detail itemization of the damaged goods with UnitGroup. My estimate totaled to $16,350. 5. These entities have acted in Bad Faith and will not respond at all to any of my complaints.

  

  Business response

  10/14/2021

  I have reviewed this file and we show that we asked the customer for  SOV on several items and the customer has refused to provide that.

  The customer also asked for clarification on what the adjuster needed and the adjuster as not sent that to date. I have asked the adjuster to reach out and provide clarification

  Once we have that information we can proceed with closing the claim appropriately

  I have also asked the adjuster to review what we do have in an effort to do a partial settlement or settlement in lieu of substantiation

  Customer response

  10/18/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  See pdf file with my rejection of their settlement offer, with explanations. 

  I am in receipt of your e-mail letter of October 14, 2021. I first note that this is the first communication I have had from you since my e-mail letter of September 16, 2021. I also note that your letter failed completely to answer or address many of the questions and concerns I raised in my September letter. Such behavior cannot be considered to be a prompt or adequate response within a reasonable period. Your response to my 16 individual claims is also presented without any explanations or justifications. For example, you have “respectfully denied” my claim on my credenza despite the fact that the credenza is part of a three-piece set. I specifically was sold “pair/sets” insurance for eventualities such as this. Nor do I consider your decisions to be based on a full investigation of my claim. For example, the coffee table you claim was not available for inspection was in fact available, resting in exactly the location in my apartment where your movers left it. In your October 14 letter, you have failed to provide any explanations or justifications for your response to my individual claims. Indeed, even when you list a cost of repair you provide no details concerning not only the price of the repair but who will do the repairs, within what time period, whether the damaged furniture will be picked up and repaired or repaired on site, etc. Your approach to these repairs is entirely unfair, unreasonable, and unjustified. Indeed, I consider this a vexatious refusal to pay this claim. I think there is some benefit to reviewing, item-by-item, my claims and your conclusions. 1. Office desk: This desk is entirely beyond repair. And I believe that was the stated judgment of the appraiser when he came to my apartment and examined it. Moreover, you have provided no justification whatsoever for your decision to repair rather than replace this item. I believe you have made this decision because it is the least costly outcome for you. I believe you are acting in bad faith on this matter and that this is a vexatious refusal to pay this claim. I therefore demand that the desk be replaced. And, given the cost of desks these days (see below), I revise my claim to twice the original estimated amount. 2. Credenza: This item is part of a set; I specifically purchased “pairs/sets insurance” to cover circumstances such as this. Moreover, I note that even today, I have not been able to get access to the contents of the credenza because the movers lost the keys to it and it is therefore securely locked. I therefore demand that the credenza be replaced. And, given the cost of office furniture these days (see below), I revise my claim to twice the original estimated amount. -2- 3. Bookcase: This item is part of a set; I specifically purchased “pairs/sets insurance” to cover circumstances such as this. You have accepted my claim on the bookcase but have given no explanation whatsoever why you have rejected my claims on the accompanying credenza and office desk. And, given the cost of office furniture these days (see below), I revise my claim to twice the original estimated amount. 4. Floor lamp: My original estimate failed to take into account the actual cost of replacing this item. As you know, costs today have skyrocketed. I believe the actual cost of replacement is likely to be twice as high as my original estimate and therefore revise my claim to twice the original estimated amount. 5. Coffee table: This item was available for inspection. Your inspector said “they don’t pay me enough to get down on my knees to look at this item.” I provided photographs of the damage which you have ignored. Moreover, you cannot expect me to be responsible for how the movers positioned items in my apartment. If the item was not available for inspection it is due to the actions of your employees and agents. And if there was a legitimate reason why the item could not be inspected, a reasonable company acting in good faith would say that an additional visit would be necessary to a) arrange the item so that it is available for inspection, and b) inspect and appraise it. 6. Coffee table: You have provided no justification whatsoever for your decision to repair rather than replace this item. I believe you have made this decision because it is the least costly outcome for you. Nor do you provide any details concerning not only the price of the repair but who will do the repairs, within what time period, whether the damaged furniture will be picked up and repaired or repaired on site, etc. Your approach to this repair is entirely unfair and unreasonable. I believe you are acting in bad faith on this matter and that this is a vexatious refusal to pay this claim. I therefore revise my claim to replace this item, and at twice the original estimated amount. 7. Glass bowl: My original estimate failed to take into account the actual cost of replacing this item. As you know, costs today have skyrocketed. I believe the actual cost of replacement is likely to be twice as high as my original estimate and therefore revise my claim to twice the original estimated amount. 8. Small vase: My original estimate failed to take into account the actual cost of replacing this item. As you know, costs today have skyrocketed. I believe the actual cost of replacement is likely to be twice as high as my original estimate and therefore revise my claim to twice the original estimated amount. 9. Sofa: You have provided no justification whatsoever for your decision to repair rather than replace this item. I believe you have made this decision because it is the least costly outcome for you. Nor do you provide any details concerning not only the price of the repair but who will do the repairs, within what time period, whether the damaged furniture will be picked up and repaired or repaired on site, etc. Your approach to this repair is entirely unfair and unreasonable. I believe you are acting in bad faith on this matter and that this is a vexatious -3- refusal to pay this claim. I therefore revise my claim to replace this item, and at twice the original estimated amount. 10. Chair: You have provided no justification whatsoever for your decision to repair rather than replace this item. I believe you have made this decision because it is the least costly outcome for you. Nor do you provide any details concerning not only the price of the repair but who will do the repairs, within what time period, whether the damaged furniture will be picked up and repaired or repaired on site, etc. Your approach to this repair is entirely unfair and unreasonable. I believe you are acting in bad faith on this matter and that this is a vexatious refusal to pay this claim. I therefore revise my claim to replace this item, and at twice the original estimated amount. 11. Ceramic Bull Figurine: My original estimate failed to take into account the actual cost of replacing this item. As you know, costs today have skyrocketed. I believe the actual cost of replacement is likely to be twice as high as my original estimate and therefore revise my claim to twice the original estimated amount. 12. Chest of drawers: You have provided no justification whatsoever for your decision to repair rather than replace this item. I believe you have made this decision because it is the least costly outcome for you. Nor do you provide any details concerning not only the price of the repair but who will do the repairs, within what time period, whether the damaged furniture will be picked up and repaired or repaired on site, etc. Your approach to this repair is entirely unfair and unreasonable. I believe you are acting in bad faith on this matter and that this is a vexatious refusal to pay this claim. I therefore revise my claim to replace this item, and at twice the original estimated amount. 13. Bookcase: My original estimate failed to take into account the actual cost of replacing this item. As you know, costs today have skyrocketed. I believe the actual cost of replacement is likely to be twice as high as my original estimate and therefore revise my claim to twice the original estimated amount. 14. Blue Chair: You have provided no justification whatsoever for your decision to repair rather than replace this item. I believe you have made this decision because it is the least costly outcome for you. Nor do you provide any details concerning not only the price of the repair but who will do the repairs, within what time period, whether the damaged furniture will be picked up and repaired or repaired on site, etc. Your approach to this repair is entirely unfair and unreasonable. I believe you are acting in bad faith on this matter and that this is a vexatious refusal to pay this claim. I therefore revise my claim to replace this item, and at twice the original estimated amount. 15. Box: This is the one issue on which you might have a reasonable position, although I will say that we were manipulated by the movers to sign the final documents in Miami so that the moving could be “closed.” Because of this manipulation I have no documentary evidence of the missing box and therefore I withdraw this claim. 

   

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

• Initial Complaint

  09/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was charged $1,546.95 for crating services and un-crating services at the origin of my move. I did not use ANY un-crating services but was only credited $40.63. I repeatedly asked ****** and ******* at ****** Moving to provide me a full explanation for this and the answers I received have only been guesses. When ****** was done with me, ******* got involved, but neither provided an actual explanation. Because of this, the issue became contentious, and ******* was rude and verbally abusive to me. I escalated this to the United ********************* and spoke to *****. ***** said she would contact ****** and ******* at ****** Moving and get back to me with an explanation. I heard nothing from ***** so I phoned her and left a voicemail. She has not returned my call. I called today and was left on hold for over 30 minutes and no one seems to care. I hung up and phoned back and spoke to ******. Just like all the others, dealing with ****** was pointless and unproductive.

  

  Business response

  09/22/2021

  This complaint will need to be transferred to the Eastern Missouri BBB as ************************ shipment moved under United Van Lines, LLC's ("United") interstate operating authority. For purposes of ************************ interstate move, ****** Moving & Logistics ("******") 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 United's performance under its interstate Bill of Lading. Therefore, please remove ****** from the complaint and forward the complaint to the Eastern Missouri BBB.

  Customer response

  09/23/2021

  My complaint is with the handling of my crating and un-crating services by ****** Moving not United Van Lines.  To my knowledge, ****** hired the people to perform these services; not United Van Lines.  The people who I initially asked to help me about the cost and possible credit for these services are employees of ****** Moving.  The people were unhelpful, rude and treated me with total disregard.  Since I notified this agency that I had filed a BBB complaint, I have since received more accurate information about these services, but it took filing this complaint to be treated with respect.  I am not sure what to do from here.

  

  Business response

  11/10/2021

  To whom it may concern:

   

  As the ****************** Specialist, I have been asked to review and respond on behalf of United Van Lines regarding the customers complaint.

   

  First, on behalf of United Van Lines, I would like to sincerely apologize to ******************** for not being able to provide an explanation of her billing in a timelier manner, and that she had to reach out multiple times.

   

  The customer had an Estimate/Bill of Lading that included ****** style="font-size: 10pt;">rd party charges for crating at origin residence and uncrating at destination residence. Please note that ****** style="font-size: 10pt;">rd party charges/services are Non-Bound, meaning charges could increase or decrease.

   

  On this order, the customers estimate included the following Adv ****** style="font-size: 10pt;">rd Party Charges in the amount of

  $1,641.00 (Please see Estimate/BOL):

  3rd PARTY CHARGES @ ORIGIN	TRIP CHARGE	$30.00
  3rd PARTY CHARGES @ ORIGIN	CRATING	$1,111.00
  3rd PARTY CHARGES @ DESTINATION	TRIP CHARGE	$60.00
  3rd PARTY CHARGES @ DESTINATION	UNCRATING	$440.00

   

  Records indicate that on July 21, 2021, the customer cancelled their Adv ****** style="font-size: 10pt;">rd Party Charges for Uncrating at Destination.

   

  On June 10, 2021, an invoice was e-mailed to ******************** that should have included a break down of all the Adv ****** style="font-size: 10pt;">rd Party Charges that were performed at Origin only. (Please see Invoice from THE CRATING GUYS). Per the invoice, total crating charges were $1,546.95.

   

  The difference between the estimated Adv ****** style="font-size: 10pt;">rd Party Charges and the actual Adv ****** style="font-size: 10pt;">rd Party Charges are

  $94.05. This was a credit towards the customer.

   

  Per the signed AR23 (Additional Services Performed) the customer requested an additional stop to a mini storage unit on June 6, 2021, that was not part of the original estimate. The additional stop charge was

  $53.42. This amount was taken from the refunded amount of $94.05, which gave the customer a ********************** refund of $40.63.

   

  If possible, please let me know if ******************** has not received her refund. I can have a check requested and processed with the next business day.

  
   

  ******** ******************************* Order ********* BBB Complaint #**********

   

  I have attached a copy of the original Estimate/BOL, AR23, Household Goods Detail of Actual Charges, and the Adv ****** style="font-size: 10pt;">rd Party Invoice.

   

  Again, Im very sorry that this information was not better explained the first time ******************** contacted our offices. Please call me directly if there are still questions or concerns.

   

  Thank you for allowing me the opportunity to respond to the customers complaint. Sincerely,

   

   

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

  ****************** Specialist **********************

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

   

   

  Enclosed:

  Estimate/BOL AR23

  Household Goods Detail of Actual Charges Adv ****** style="font-size: 10pt;">rd Party Invoice

  Customer response

  11/10/2021

  Complaint: 15886849
  
  I am rejecting this response because:

   

  Thank you for getting back to me.  I simply asked about the cost to make a stop at a storage unit (in case that was what we wanted to do) but no additional stop was ever made.  This is the first time that I have heard about being charge for a stop at a storage unit.

   

  From the calculations you provided, I am entitled to a refund of $53.42 for the charge for an additional stop that never occurred.  It has been extremely difficult to get any reliable information regarding my refund.  This is new information to me that I was charged for an additional stop.  I am not sure how a simple inquiry became part of the record and charges, but an additional stop did not occur.

   

  Kindly refund me the $53.42 that I was erroneously charge.
  
  
  
  Sincerely,
  
  *****************************

  

  Business response

  11/29/2021

  November 27, 2021 Better Business BureauServing Eastern Missouri & *****************Suite 2060************************RE:*************************** ******************************* Order 799-212-1 BBB Complaint #********** 2nd Response

  To whom it may concern:Good afternoon. I have again reviewed all the documents associated with Ms. ************** style="font-size: *****px; font-family: sans-serif;">tterers move, and an extra delivery stop to a self-storage was performed on June 6, 2021. That address was 223 4th Street, Roswell, GA *****. Ms. ******** signed the AR23 that substantiates that this service was performed. (Please see attached document). However, in the interest of customer service, a check in the amount of $53.42 will be processed and mailed to the address we have on file within the next business day. Thank you again for allow us the opportunity to review and respond to ****************er.

  Sincerely,

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

  Lead ************* Specialist

  UniGroup

   ************

  Customer response

  11/29/2021

  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 except for the following:

  
  

  
  

  It looks like I did sign a document showing a stop at a storage unit but I must have just not noticed this on the paperwork when I signed.

  
  

  The Driver had first advised me that there was no way all of our belongings would fit into the home we purchased, so we sought out and found a storage unit at our destination.  He had apparently delivered to many homes like ours in the past.  After loading all of our goods and being on the road a couple of days, he called me and said that he had realized that he was mistaken and that our household goods WOULD fit in our home and advised me to cancel our storage unit and I did.

  
  

  NO STOP WAS EVER MADE TO A STORAGE UNIT and this information should have been removed and/or corrected on my paperwork.

  
  

  Kindly issue the refund as you stated you would.  I am owed this money as a refund.

  
  

  
  

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

• Initial Complaint

  09/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,
  This letter is a formal complaint against United Van Lines (* ****** **** ******* **  ************) a subsidiary of Unigroup, after using ******* Storage and Moving out of Santa Fe, NM (address -        * ***** ** ****** ***** *** ** ****** ************), and in particular employees ****** ******** and *** ********.  They both should be fired, they are unethical, they lied to my face several times, and they are purely inept in what they do.  ****** provides the worst communication of any business I’ve ever hired in my life.  Everything was set up through ****** and ******* Storage and Moving, however, they are washing their hands of this claiming that I file against United Van Lines, corporate office
  
  I had my household goods picked up in Aiken SC in April.  I was told they would pack for two days and load on the third.  When they showed up they said they would pack and load all in one day, leaving us having to stay in a hotel.  Although there was plenty of room for an 18 wheeler on our large cul de sac, they refused to bring the truck and instead loaded our furniture on a uhaul and hauled it across town and repacked it in the moving truck.  It made it impossible for us to monitor which is probably why we are missing so many items. 
  
  Upon arrival in Santa Fe, I received a call asking me how long I intended to have the goods in storage.  I stated that depends on the cost, and so I was told that ****** would call me with the monthly storage cost.  I never received that call.  It should be a required disclosure of any moving and storage company to disclose the cost of storage upfront.  After many months I thought to call only to find out that they were charging a ridiculous amount of $1600/month.  I was told I had 21 containers.  My company covers three months storage and now I’m on the hook for an additional two months.  This is robbery.  This is stealing from me.  Why was this storage fee never disclosed to me? 
  
  So I was forced to have to move my stuff into a self-storage unit.  I asked for delivery to be on 09/03/21 and they replied that they couldn’t do it until 09/17/21.  I was notified on 09/14/21 that they would need 2 days to deliver and they expected me to be available on a normal work day 09/16/21.  I stated I had to work and was then emailed on 09/15/21 that delivery will now be one truck on 09/17/21 and one truck on 09/24/21.  This was acceptable. 
  
  Then, on the morning of 09/17/21, the morning of delivery of the first load, I saw an email from the evening before that stated one of their trucks got out of repair and that both trucks would be delivered on the 09/17/21.  The email stated that I had to inspect all goods upon delivery.  I complained over the phone that it was not possible to look at all the goods from two trucks.  I was told they would empty one container at a time.  In reality, they showed up with 3-4 trucks full of 17 containers.  We called ******’s boss *** ******** who stated we had 9 months to file for any damage, and the delivery guys also verified that inspection was not required because I had 9 months to file a claim.  *** threatened me that if I didn’t sign the forms I would not be eligible for any claim.  Does this company endorse threats?  We called corporate who verified that we had 9 months to file for damage.  Three individuals instructed us that we had 9 months to file a claim.  There were at least 6 guys unloading up to 6 containers at a time.  They filled 2-10x30 storage units in 2-1/2 hours.  I received only 17 of the 21 containers I was told I had.  I am missing an enormous amount of items.  The day before delivery I was released from the hospital where I was treated for a bleeding ulcer, the stress from this horrible experience continues to be detrimental to my physical health. 
  
  Now I was told yesterday that if I intend to file a claim I need to do so right away.  And I have to have the damaged items available for inspection.  Of course I can’t do that, things are packed in storage as this differs from what I was told on delivery day.  This is not by chance, this is their scheme, to trick people into a situation where it’s impossible for them to file a claim for damage. 
  
  I’m missing between 150-200 items. I noted damage on a few items but most are still wrapped.  I noted items poorly packaged, but I won’t be able to access them for inspection as I was told I had 9 months to handle this.  I have no choice now but to get an attorney and take this to court.  I ask the BBB to intervene before this ends up in court.  Please note, there has been no dispute arguing that I was not told I had 9 months to file a claim, they simply are pushing this to a resolution that will leave us getting attorneys. 
  
  I have filed a complaint with my employer, I can’t believe they endorse an unethical company like this. Maybe they won’t any longer.  I will fill social media with complaints.  I hope I can save others from the damage this moving company has caused me.  I performed an inventory of items coming off the truck and I AM MISSING ALMOST 200 ITEMS.  I have requested the claim form from ****** ******** and will file for the damage and missing items.  But what’s not fair is that when I move into my new home in 6 months I’ll find a lot more damage, and because I was lied to when they stated I had 9 months to file a claim when in reality they are forcing me to do it now, I won’t be able to file for all the damage I’m sure exists. 
  
  I hope the Better Business Bureau will assist in a resolution.  I only want what I was told, that I have 9 months from the day I put my goods in storage to file a claim for damaged and missing items.  If I get that in writing, and they actually reimburse properly for damaged and missing items after I move into my new home, then this matter will be resolved. 
  
  Added on 09/29/21 --- Please see attached.  On 09/28/21 ****** ******** emailed stating that “Claims came back and said you will have the 9 months to file a claim even though your shipment delivered into a self storage facility.”  This was an acceptable solution and was what I was told during delivery into storage (by 3 different people).  It allows for a more certain look at what is missing and what is damaged.  It would be fair to all sides. 
  
  Later on 09/28/21 – I received another email that seems to reverse this (as attached). It states, “**** – after seeking council from the claims department they suggested you should file directly with United Headquarters so your claim will be handled and concerns addressed at corporate level. They said you are correct that at this time there is no way of knowing what was in the boxes alleged missing; and that you should fill out the claim form indicating the inventory # and size carton, list the contents as unknown, this at least will get the claim going. You can also note on the claim form that you  are unable to view the furniture for damage because the units are full. Because of the delicate nature of your situation it will be best that your claim be handled by a senior UVL adjuster and ******* claims said United has more options to handle these sort of situations.” 
  
  This could not in any way allow me to reach an equitable settlement when I don’t know what is damaged and the poor inventory performed by driver does not indicate contents.  Once again, I have 150-200 items missing, they were not with the delivery.  How can I get an equitable settlement when all the forms only list the size of the box, not the contents of the box?  How do you determine the value of an item inventoried as “4.5,” apparently the size of the box?
  
  I am now forced to seek legal advice and this will most likely end up in a civil dispute in court.  But it doesn’t have to.  If they were to honor what was put in writing, that I have 9 months to file a claim and more accurate settlement could be reached that would be fair to both sides.  They are simply trying to screw me over. 
  
  09/28/21 – ****** ******** supplied me with a incorrect order number.  Hard to file a claim with the wrong number but this is typical of ******, she’s doing everything in her power to keep me from filing the claim they are demanding I immediately file. 

  

  Business response

  10/27/2021

  The team has reached out to Mr. ****** and advised he does have 9 months from the date of delivery to file his claim. We provided him with a claims form and the online link for claims filing. We also gave him the information for the claims team in the event he has any questions.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We moved this past summer. As part of my job agreement, my employers paid United to pack and move my family to our new house. My wife called the Omaha United branch daily for 2 weeks prior to our scheduled move asking if all was ready and in place. They told us each day, "yes" but we still do not have a driver. The day our stuff was packed into the truck, we were told that our stuff would arrive in Omaha in no more than 10 days and that it was "guaranteed to arrive" during this "window" as that is what we had paid. However, they still did not have a driver. This assurance by United continued until day 9 of the window. They finally acknowledged that our things would be late and that there was no timeframe for when it might arrive. Our stuff was eventually delivered 10 days later, August 10th. We were assured their claims department would take care of us. See attached for more details and our specific request. We have tried talking to managers but calls are never returned.

  

  Business response

  11/04/2021

  November 3, 2021

   

   

  Better Business Bureau

  Serving Eastern Missouri & Southern Illinois 211 N. Broadway

  Suite 2060

  St. Louis, MO 63102

   

  RE:       *********** ******* United Van Line Order ******** BBB Complaint #ID********

   

   

  To whom it may concern:

   

  As the Lead Customer Care Specialist, I have been asked to review and respond on behalf of United Van Lines regarding the customer’s complaint.

   

  If United Van Lines should fail to deliver a shipment within the agreed upon delivery dates, we are required by our interstate operating tariff to reimburse the customer a per diem of $100.00 for each day the shipment is delayed.

   

  The customer had a delivery spread of July 24, 2021 – July 31, 2021. The shipment delivered to the customer on August 10, 2021. We delivered ten (10) days outside of the delivery spread dates; the customer is entitled to $1,000.00. A check has since been processed and mailed to the customer.

  The Peak Season (May-Sept) tends to be a very busy time for the moving industry, and we anticipate that there will be bumps along the way. However, like many other industries, we are still feeling the effects of the pandemic and have not fully recovered from the loss of qualified crew members and van operators.

   

  While we are unable to provide the customer with the compensation amount requested, as an apology and in the interest of customer service, we would like to offer the customer $1,465. Again, this is an apology is going outside of our operating tariff guidelines. We would be able to have a check processed within the next business day.

   

  On behalf of United Van Lines and our agent, we are very sorry for the delay. It was not anticipated when the move was accepted, nor was it intentional in anyway.

  Thank you for allowing us the opportunity to respond to the customer’s complaint.

   

   

  Sincerely,

   

   

   

   

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

  Customer response

  11/08/2021

  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.  Please have them send the check to my house address.
  
  Sincerely,
  
  *********** *******

• Initial Complaint

  09/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  - UniGroup / Mayflower movers hired for move from Durham, NC to Rocky Hill, CT - Final cost of move $7984.57 - Moved delivered by Liberty Movers, contracted by UniGroup / Mayflower, in Rocky Hill, CT on 6/6/21 - Concern for stolen jewelry by movers during delivery - Jewelry moved by consumer, NOT by moving company - Police report filed day of delivery - One of movers w/ Liberty Movers present at delivery has prior criminal history of larceny - Per Liberty Movers, as of 9/28/21, mover w/ criminal history no longer employed by Liberty Movers - Claim filed w/ Mayflower for estimated value of jewelry of $6,000 - Claim denied by Mayflower

  

  Business response

  10/07/2021

  To whom it may concern:

   

  I have been asked to respond on behalf of Mayflower Transit, LLC (“Mayflower”) regarding the customer’s concern.

   

  Mayflower and its disclosed household goods agent, Liberty Moving and Storage, cooperated with the police investigation. A senior team within Mayflower’s Claims Department has been assigned to this customer’s claims for further review.

   

  We regret our services have not met their expectations. Thank you for the opportunity to address the customer’s complaint.

   

  Customer response

  10/07/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is TEMPORARILY satisfactory to me, pending the outcome of the claim review process by Unigroup. However, an inadequate response by the senior claims team will require re-opening or re-filing of this compliant. 
  
  Thank you kindly for your assistance with this process.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  July 19th AAction movers was scheduled to pack up my 83 y.o. grandmothers with us present. They failed to show or call claiming all their employees had quit the Friday prior. Pack up was ultimately done without supervision on 7/27. They ensured us her breakables would be secured (extra charge for that). Two month wait and the move arrives in ****** in terrible condition. Fragiles, frames, electronics, furniture all packed without the least bit of consideration. Her irreplaceable original bedroom set from the 1950s is marred from lack of care. Move was delivered 9/23, ************* claimed they had never seen a move like this. United demanded payment of $4999.00 before delivery. We paid in full. Order # U253-564-1. We are seeking a separate adjuster than one United might provide, a full refund, the late fee of $100 a day that was promised, (due date was 8/5), as well as reimbursement for all damages. Please help my grandmother and I seek justice, this is a business atrocity.

  

  Business response

  10/06/2021

  • Granddaughter, *********************************, has been contacted at ***********.
  • I sincerely apologized for the damages that have occurred in transit and went over all the questions and concerns she has at this time.
  • Follow up email to our phone call was sent (see attached).

   

  Customer has been provided with all of my direct contact information so I can assist throughout the full claims handing process.

   

  Sincerely,

   

  ***********************
  Senior Cargo Claims Specialist

  P: ************    

  Customer response

  10/12/2021

  Complaint: 15902152
  
  I am rejecting this response because:
  

  My mother received this correspondence in regards to the move. 

  
  Payment is due on your shipment U-253-***** for the extra container.
  
  $816.22
  To enter credit card information, click on the link below, or copy and paste the *** in the address bar of your browser. Your payment will be processed via a secure 3rd party e-commerce site. All payments are in U.S. Dollars. Thank you for moving with United Van Lines. We value your business and appreciate the opportunity to serve you.
  
  Sincerely,
  *******************************
  United Van Lines
  ************
  

  After all I have shown in damages, it seems unbelievable to me that this business would be asking for additional payments at this point in the ordeal. I will continue to correspond with *********************** in regards to our claim, but reject this request from ******************************* on grounds of gross mismanagement of my grandmother's belongings.
  Sincerely,
  
  *********************************

  

  Business response

  10/21/2021

  • Granddaughter, ********************************* and I have still been working through the claims process together
  • When contacted regarding the additional correspondence she advised she has no control over the finances and was just in charge of handling the claim for her grandmothers possessions and damages that occurred
  • We will continue to work through the claims handling process together. I will await confirmation from parties addressing outstanding charges that transportation charges are paid prior to proceeding with a claims settlement payment.

   

  Sincerely,

   

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

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

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

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

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

   

  Claims Team 5

  UniGroup, Inc.

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

  Customer response

  10/22/2021

  Complaint: 15902152
  
  I am rejecting this response because:

   

  There are two forms of payment due to my grandmother. One is a promised $100 a day delay payment as we waited over two months for her belongings to arrive. The other funds would be the claims department for the extensive damages to her furniture in which I will continue to work with ***** and **** the third party adjuster here in ******* 

  We attest that the extremely poor packing done by the company in ****** caused there to be a need for the additional container. Why then should we be held responsible for the cost of over $800? SO much arrived poorly packaged if at all. Even the movers here in ****** were aghast at the conditions they arrived in and took their own photos for documentation and coverage on their part. We believe the extra correspondence should be covered by the ****** affiliate and not by my grandmother who has suffered enough from this company. 
  
  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  09/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was recommended by **** *****, salesman, that it is cheaper and better to store in Columbus and then deliver later, when ready to move in. I was told that it will be cheaper since I will deal with only one vendor, Planes Moving & Storage, instead of two, if shipped to CA and stored there. Also, storage charges will be lower in Columbus. I agreed in good faith. He gave me a guaranteed contract (see attached one page estimate) for $12,987 which included 3 mo. of storage. I was not told that United will weigh and will charge everything (packing, storage and move) based on the actual weight instead of contract weight. I was not told that all components were third party and there were no guarantees. Also I was not told that my interstate move contract will expire after 6 months. My packing charges jacked up by $6 k to $7907. Delivery charges went up from $7178 to $16,979. For the entire move, I ended up paying about $28k, instead of $13k

  

  Business response

  09/21/2021

  Sept. 21, 2021

  Better Business Bureau

  Serving Eastern Missouri & Southern Illinois

  211 N. Broadway

  Suite 2060

  St. Louis, MO 63102

  Re: ****** *******

  BBB COMPLAINT ********

  To whom it may concern:

  I have been asked to respond on behalf of United Van Lines regarding the customer’s concern regarding the pricing and transit of their household goods.

  Mr. ******* has stated that we did not make clear that the contract he signed in 2020 had any non-bound charges. However, it clearly does as the highlighted copy of the document provided by Mr. ******* shows.

  When he failed to provide a request to transport his goods, Mr. ******* received notice that the interstate contract was expiring, and that the shipment was now considered local permanent storage, billed at local rates. The tariff requires that Storage in Transit (part of the interstate shipment) end within 180 days.

  The new estimate provided to Mr. ******* when he was ready to move, was based on the known weight and services required. Pricing throughout the industry rose during this very intense peak season and Mr. ******* was provided a new estimate and chose it.

  We regret that our customer did not believe he was fully informed, but we are confident the paperwork backs that the pricing was true and correct.

  Thank you for the opportunity to address the customer’s complaint.

  **** ******

  Manager Customer Care

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  United Van damaged property and lost 4 of my boxes during our move and will not compensate us fairly for the damage and loss. They were dishonest with their quote.

  

  Business response

  10/12/2021

  Good afternoon -
  
  We sent the settlement on this file to the customer on September 17th. The customer has not responded stating they were dissatisfied with the revised settlement.  At this time, our file is paid, settled, and closed. 
  
  Thanks
  
   ******* *. *******

• Initial Complaint

  09/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired United Van Lines (Unigroup) to pack/unpack and move my stuff from Phoenix, AZ to my new apartment in Austin, TX. They picked up my stuff on 8/24/21 and agreed (in writing as well) to deliver my stuff on 9/3/21. On the morning of 9/3/21, as I was waiting in my new empty apartment, I decided to give customer support a call because I had no contact from them at all regarding my stuff. They were supposed to let me know what time everything will be delivered that day. When I called them, they told me that my stuff HASN'T EVEN LEFT PHOENIX. I set up the move with them on 7/27/21, so with more than a month notice, they couldn't deliver my items on the agreed date and didn't give me any advanced notice about the delays either. Customer support has been unresponsive and they are still not providing me any type of ETA. My stuff is now 12 days late at the time of writing this. They are making me follow up with them everyday for updates rather than proactively giving me updates.

  

  Business response

  10/11/2021

  October 8, 2021

   

  Better Business Bureau

  Serving Eastern Missouri & Southern Illinois

  211 N. Broadway

  Suite 2060

  St. Louis, MO 63102

   

  Re:  ****** **********

  BBB complaint ID# ********

   

   

  To whom it may concern:

   

  I have been asked to respond on behalf of United Van Lines regarding the customer’s concern regarding the transit of their household goods.   

   

  The customer’s shipment had a registered delivery date of September 3, 2021. The shipment was delivered to the customer on October 1, 2021. Per the signed contract, delay provisions are $100 for each day the shipment is late. This shipment delivered 28 days after the last day of the delivery spread. The customer is entitled to a Delay claim in the amount of $2,800.00. This compensation was made in three payments: a $1,000 advance on September 8th, a $500 advance on September 18th and a final delay payment of $1300 was sent on October 5th, 2021.

   

  We went outside the guidelines to offer Mr. ****** a $500.00 good will gesture as an apology for his frustration. The gesture was accepted and sent on September 23rd, 2021. 

   

  We apologize again for the frustration that the customer experienced regarding the delay of the transport of their shipment. However, due to the high volume of shipments transporting during Peak Season and the shortage of drivers and equipment industry wide, we used every available avenue to get the customer’s shipment to them within a timely manner.  

   

  We did not anticipate difficulties when the move was accepted nor was it intentional in anyway. We regret that we failed to meet the customer’s expectations.

   

   

  Thank you for allowing us to respond to Mr. ******’s complaint.

   

  
  

   

  **** ******

  Manager, Customer Care
  

• Initial Complaint

  09/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The United Van Line was supposed to deliver our home stuff on Sep 3 but they keep promising us everyday that the they deliver the next day. We got a email from them that they schedure the delivery for Sep 28 while they have our stuff since Aug 18. We are being extremely humiliated by the way the company treats us and we got our health in danger due to the excessive stress that they are giving us. PLease PLease have our voice heard. Thanks, ******

  

  Business response

  09/15/2021

  We are sorry to hear there's been a delay in delivery of your items.  In order to look into the concerns you've raised, we will need an Order number.  The Order number can be found in the top right-hand corner of your Estimate/Order For Service.  It will be in a format such as:  xxx-xxx-1.  Please either provide the Order number or attach a copy of your Estimate/Order for Service.  Thank you.

*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. ↩