ComplaintsforUniGroup

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/23/2020 I signed a contract with Mayflower to move my home content from Smyrna Georgia to Midvale Utah with $58,500.00 full replacement value protection coverage. Upon arrival in Utah several large furniture items were damaged beyond repair, the movers refused to assemble bedroom sets, living room and dining room tables, marble tops were cracked, hard ware was missing and boxes were tossed all over the house with no order. I requested a refund for the broken furniture and incomplete setup if furniture. Mayflower offer $4,000.00 which is not a fraction of the losses and damages. I appealed the offer and they refuse to take my calls and settle the losses. Contacts are ***** ******** and ****** ***** at 800.858.5192.

  

  Business response

  10/07/2021

  Dear Dispute Resolution Department:

   

  This will acknowledge receipt by Mayflower Transit, LLC’s (“Mayflower”) of the Better Business Bureau of Eastern Missouri and Southern Illinois (“the BBB”) correspondence dated October 7, 2021 advising Mayflower that the BBB showed no record of receiving a response from Mayflower to the complaint filed by ****** ********** (“Ms. **********”) on September 13, 2021.

   

  Mayflower’s records establish that Mayflower provided its response to this complaint with the BBB via email on September 27, 2021 at 3:30 pm. See copy of email below:

   

  From: *******, *****

  Sent: Monday, September 27, 2021 3:30 PM

  To: ******, ***** <*****_******@unigroup.com>; ******, ****** <******_******@unigroup.com>; Better Business Bureau

  <[email protected]>

  Subject: FW: BBB Complaint - ****** ********** - M2876-370-0 and M2876-371-0

   

   

  Good afternoon

  This file has been settled, but customer is not satisfied with the settlement.

  We have the rebuttal and will review and respond by end of day Friday, October 1st Thanks

   

  ******* L. ******* Manager, Cargo Claims UniGroup

  One Premier Drive Fenton, MO 63026

  *****_*******@unigroup.com

  Toll free: 1.800.325.9970 Ext. 2750

  
  

  Direct: 636.349.2750

  Fax: 800.283.5714

  
  

   

  Mayflower has also recently received a letter of representation from Ms. ********** counsel. Mayflower notes that the complaint filed by Ms. ********** seeks a refund of the interstate tariff transportation charges she paid to Mayflower due to alleged cargo loss and/or damage and alleged service failures.

   

  Mayflower is prohibited under federal law from providing a refund of any interstate tariff transportation charges as requested by Ms. **********. Mayflower is in the process of reviewing Ms. **********’s claim file in order to provide a detailed and timely response to her counsel.

   

  Since the issues raised by Ms. ********** in her BBB complaint are now being handled through counsel for each party, it would be inappropriate for Mayflower to provide further information in this public forum.

   

  In summary, Mayflower intends to continue working with Ms. **********’s counsel in an effort to reach an amicable resolution of the concerns raised in this complaint.

   

  Mayflower works hard to follow all applicable federal laws and regulations in conducting business as an interstate motor carrier of household goods. Thank you for the opportunity to review and respond to this inquiry.

   

  Sincerely,

  
  

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

  Sr. Litigation/Arbitration Administrator

• Initial Complaint

  09/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Received an estimate from Mayflower Movers and reviewed it over 6 times with the estimator. Received a quote and 3 days before moving I received a call that the estimate was incorrect and I owed over $2000.00 additional dollars. I was assured by the original estimator of no additional charges. The bait and switch you days before the move as they then have you over a barrel, as they already have your initial deposit. So unethical!

  

  Business response

  09/09/2021

  ******************** - In order to review your concerns, we'll need to know the Order # assigned to your shipment.  The Order # can be found at the top right corner of the Estimate / Bill of Lading.  Please either attach a copy of the Estimate / **** of Lading that contains the Order #, or respond back with the Order #.  It will be in a format similar to:  M x** - x** - 1.  Once received, we will be happy to look into the concerns you've raised.  Thank you.

• Initial Complaint

  08/31/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In July of 2021, United Van lines was contracted through the military to move us from Louisiana to Montana. In the process of moving we had several items go missing, including a high value painting ($3455). First UniGroup refused to look for the missing items until we had filed a claim. We filed the claim and three days later a company rep contacted us to inform us that the painting had been located in ND and would be shipped back to us. A week later I called to check the progress and found out that United does not have the painting in their possession, they know where it is, but the local moving agency is refusing to go and get it. It is at the home of another customer whose household goods had been shipped with mine. The Claims department will not do anything, they will not tell me or our moving coordinator where it is so we can arrange pickup ourselves. All requests for more information are met with “we are not at liberty to say.” They now hang up on me and ignore my emails.

  

  Business response

  09/07/2021

  The painting has been located by our overage and shortage department and is in the process of being returned to the customer. Our overage and shortage department has and will continue to provide the customer with updates until the painting is returned. 

  
  

  Thank you,

   

  Brett Rapps

  Customer response

  09/07/2021

  Complaint: ********
  
  I am rejecting this response because:
  United Van Lines claims that they are in the process off retrieving my item, they have been saying this for two weeks. They will not speak to me, do not answer my questions, or return my phone calls. Any emails I get all say they same thing. “We are working on it.” I contacted the local shipping branch in the city I suspect my painting is located and found out the corporate office had lied to me. They had made no effort to retrieve my painting, no effort to even contact the customer who has it in their possession and my emails requesting more information are still being ignored. As are my requests to speak with senior management. I am increasingly frustrated with the lack of honesty or transparency that UniGroup has displayed. It has been more than two weeks since they located it at the home of another customer, 5 weeks since it was noted as missing, and nearly TWO MONTHS since it was picked up for shipping from my home in July. My painting is STILL in the home of another customer and UniGroup is STILL refusing to either tell me where it is or retrieve it.

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

• Initial Complaint

  08/31/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Had Sorensen movers, contracted through Mayflower transport my household goods from Colorado Springs, CO to Palm Bay, FL. During the move, I documented 45 damaged or destroyed items. This claim was initiated on 20 May 2021 under the claim number *************, for a disputed reimbursement of approximately $2200 USD. Numerous calls have been placed to the claims department handing the issue (Claims Team 9, 800-858-5192) to ascertain status. I have been repeatedly told that my claim is being "reviewed" with no estimated timeline for the closure of my claim. I am unable to dispose of, repair, or otherwise deal with 45 broken items that are cluttering my house until this is resolved.

  

  Business response

  09/21/2021

  This claim has been settled to the customer’s satisfaction on September 17^th

  Thanks

   

  ******* *. *******

• Initial Complaint

  08/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have attached my Order for Service/Bill of Lading and my invoice. Agreed delivery spread of my goods via this business was 06/26/2021 to 07/03/2021 and actual delivery was 07/17/2021. $100 per day is owed to me for every day that my goods were not delivered beyond the agreed upon delivery spread in the Bill of Lading. I contacted this business on 07/19/2021 after my goods were delivered on 07/17/2021 to file a delay claim. I was informed by this business that my delay claim would be process in 15 business days. 15 business business days have come and gone and I have not received reimbursement from this business which is owed to me via breach of contract. Also, I have not received any coherent communication from this business detailing my delay claim status. I just want to be reimbursed for the delayed delivery of my goods per my Bill of Lading/Order of Service agreement with this business. $100 per day is a significant amount of money that is owed to me.

  

  Business response

  09/20/2021

  I have been asked to respond on behalf of United Van Lines regarding the customer’s request for assistance regarding processing of her delay claim compensation.
  
  The customer had a delivery spread from June 26, 2021 to July 03, 2021. The shipment was delivered to the customer on July 17th, 2021. Per the signed contract, Ms. ***** is correct that delay provisions are $100 for each day the shipment is late. The customer is entitled to a Delay claim in the amount of $1,400.00. The check was processed and mailed on or about Sept. 8, 2021, to *** ***** ****** ******** *** *****.
  
  We apologize for the frustration that Ms. ***** experienced regarding the delay of the transport of their shipment. We further apologize for the time it took to provide the delay compensation. The claim was assigned to an associate who unexpectedly left. This is a reason, but not an excuse, and it has helped us work on a better transition in such cases.
  
  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 the customer’s complaint.
  
  
  **** ******
  Manager, Customer Care
  United Van Lines

  Customer response

  09/21/2021

  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

  08/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I need paid for extensive damages to my antiques & furniture by Mayflower during a disastrous move/delivery on July 11, 2020! It's 133 days since Mayflower Unigroup acknowledged receipt of my claim on April 9. Moving companies must settle within 120 days & they are failing to do so! I paid for full-value protection on an out-of-state move & provided a high value inventory list. Mayflower requested that I have companies give repair/replacement cost estimates, which I did! My claim is detailed with photos, repair/replacement estimates, & cost/links to comparable replacements. Mayflower sent their own inspector, who took photos & assessed damage on May 6. I answered their additional requests on June 4 & July 9. By July 6, I called & was told by ClaimsTeam9 that my claim would be finalized in no more than 1 or 2 weeks!! It's late August & I'm living with broken antiques & I need paid at full value requested as well as compensated for part of transportation costs!!! Documents on request

  

  Business response

  09/21/2021

  This file has been settled and the customer has already been contacted.

  Thanks

   

  ******* *. *******

  Customer response

  09/24/2021

  Complaint: ********
  
  I am rejecting this response because:

  They contacted me by email only.  Within 24 hours, they sent me a check in the mail assuming that I would agree.  The check is only for $6,991.59.  The claim is for over $20,000.  I'll be sending documentation including emails.  The file has not been settled.  They never sent an appraiser.  They sent someone out in May to determine the damage, an estimator and verified damage, no pricing was involved. Photos were taken.  I have done everything Mayflower asked me to do.  Getting prices from manufacturers.  I paid for high value insurance.
  
  
  
  Sincerely,
  
  ******* **********

  Customer response

  09/28/2021

  To the Better Business Bureau,
  

       THIS FILE HAS NOT BEEN SETTLED, unlike the response you received from Mayflower/Unigroup!!! After filing my complaint with BBB on August 20th, I received an email on September 7, 2021 with a proposed settlement offer from Mayflower (see attachments 1 & 2). The very next day, Mayflower sent out a check for the amount of $6,991.59, intentionally avoiding any response from me! (See UPS tracking attachment 3 for date sent).I NEVER ACCEPTED OR AGREED TO THIS OFFER!I haveNOTcashed the check. The amount needed to cover the excessive damage done to my items isOVER $20,000!!Please see claim (attachments 4,5,6, & 7). Mayflower is required by law to respond with a settlement offer within 120 days of receipt of claim and they were negligent in this matter. Now, after 153 days (as of Sept 7) and my complaint to BBB, I received this inadequate settlement, which does not meet Mayflowers own insurance requirements to pay for equivalent replacement item! I paid for Mayflower'sHIGH VALUE REPLACEMENT COST INSURANCEand provided them with aHIGH VALUE INVENTORY LISTprior to my move! (See attachment 8 for bill of lading). I was told by Unigroup ClaimsTeam 9 to provide them with estimates from companies for repair or replacement if unrepairable.  Unigroup ClaimsTeam 9 said that they would not accept any auction value for a similar or like item, even in the case of antiques. Instead, I was told to provide them with a similar replacement item on my claim form. An estimator of their choosing (from Guardsman Furniture Pro) came to my home to inspect the damages and take additional photos on May 6, 2021. Now, their settlement proposal wrongly implies that an appraiser has seen the damaged items. No appraiser of theirs has ever been to my house and I have never seen any appraisal report as mentioned in their email!! I have done the work and provided Mayflower/Unigroup with estimates from companies and all necessary information to process this claim in full. I will send an additional three emails (four total) to BBB in order to provide full details on the items damaged and to send the necessary documents as attachments. Thank you for your help in this matter. I am contesting six items on the settlement, requesting Mayflower/Unigroup pay for the amount listed on my claim plus transportation reimbursement as allowed by the FMCSA!
  

  
  

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

  BBB Complaint # ********

  Customer response

  09/28/2021

  To the Better Business Bureau,

  As per my previous email, this email is in regards to Mayflower/Unigroup Claims # ************* and Mayflower's subsequent proposed settlement offer. I am contesting six items that need full replacement cost. On this email, I will provide information on two of these items: Hitchcock Yellow Dresser and Antique 1905 Spinet Desk. Please make sure to see attachments below.
  
  HITCHCOCK YELLOW DRESSER: 
                                      Mayflower Claim # *** 
                                High Value Inventory Item #** 
  
  Damage: Mayflower cracked and split both sides of dresser in 4 places, leaving condition compromised. Lost significant value as an original Hitchcock piece. Mayflower estimator saw damage and photos taken. (See Claim form attachment 6 of previous email - item 024)
  
  Mayflower/Unigroup Was Provided: They were provided the email from the HItchcock Chair Company representative, stating that the cost of repair would be greater than a replacement. Cost for the exact same Hitchcock Yellow Dresser (model 801 Avon Chest) is $**00. (See attachment 1 for email from the Hitchcock Chair Company) 
  
  Mayflower's proposed amountof $800 is unacceptable as this will NOT replace my Hitchcock dresser with actual cost being $**00 as per email from the manufacturer! 
  
  
  ANTIQUE 1905 SPINET DESK: 
                                       Mayflower Claim #005 

                           Mayflower Inventory Number *** (sticker tag)
                                   High Value Inventory Item #** 
  
  Damage: Mayflower mover dropped entire desk while unloading the Mayflower truck resulting in the desk leg being broken off and split in half at the screwed joint, plus a large split in the drawer, another leg scraped, as well as the front chipped. Not repairable and condition compromised. Lost antique value. (See claim form attachments 4 & 5 of previous email - item 005).
  
  Mayflower Requested: Mayflower/Unigroup Claims Team 9 said they would not accept auction prices for a similar antique, but that I must provide a comparable replacement item, along with cost for the replacement. 
  
  Comparable Replacement: Since my desk was an antique and it is no longer available, I am forced to find a reproduction of similar dimensions and features. My spinet desk opens up from a table to become a desk. It was made of solid wood, had multiple interior compartments and a small interior drawer, two long side drawers, as well as a slide out extender for the desk top.  My desk also had the original inkwell attached, so I am losing this feature as well as both antique value and sentimental value for my grandfather's desk with this replacement.
  
  Mayflower/Unigroup Was Provided: I provided them with a link to a comparable size and feature desk from Wayfair. When the selected color is vintage red, the current price at the time was $4000. Wayfair's prices change daily and the original price was $4781.70. Replacement costs should include taxes & any shipping costs! I will have no control over what it will actually cost me or even if it will be available, after such a long delay in Mayflowers response to my claim!! 
  
  Mayflower's proposed amountof $875 is totally insufficient, unreasonable, and inaccurate, and no appraiser of theirs ever came to my home. I provided the link/attachment to the Wayfair desk to them with my claim and once again to their estimator at my house. They requested it again on June 1, to which I responded by email on June 4th!!! I have spent many hours researching these items, getting estimates from companies, and constantly being requested by Unigroup to resend information they have already received!! This is harassment and their untimely delay of well over 120 days to make an offer is inexcusable!! They stated in their June 1 email that an accepted SOV would be a "like, kind, and quality item". I have provided a "like, kind, quality item" and it costs $4781.70 at full value!!!
  
  Please see all attachments and thank you for your help. I will be sending 2 more emails (total of 4) to give background information on the other disputed items in claim.
  
  Sincerely,
  ******* **********
  BBB complaint # ********
  Mayflower Claim # *************
  Unigroup ClaimsTeam 9

  Customer response

  09/28/2021

  To the Better Business Bureau,

    This is my fourth email with regard to the six contested claim items I have with Unigroup. This email is to cover claims for wicker hanging lamp, tennis table, and transportation reimbursement costs. Please see all previous emails with regard to this complaint as well as all attachments. Thank you.

  
  

  WICKER HANGING LAMP: 

                                           Mayflower Claim #*** 

                        Mayflower Inventory Number on Box= #*** (sticker tag)

                                      High Value Inventory Item #** 

  
  

  False Allegations:  Mayflower has listed on their settlement totally incorrect information! Mayflower packed box #***, I did NOT pack this box. I paid to have two wicker shades and globes packed by Mayflower. I requested an email from the Mayflower Representative, Brandon Nye, that estimated the cost for our move. He has provided an email (see attachment #1) stating that I did, in fact, pay for the wicker lamp shades and globes to be packed!! 

  
  

  Damage: Mayflower movers used only 2 sheets of paper to pack two wicker lamp shades and their globes! They did not remove the round globes or the light bulbs from the shades, but just left them on and laid the shades sideways! The weight of the unsupported globes over the 360 mile trip, bent the supporting stem of the lamp so that the globe was touching the side of the shade and the wicker shade was bent! This box was inspected by Mayflower's estimator (Cindy from Guardsman Furniture Pro) in May, who saw the damage, the box, and the way it was packed. 

  
  

  Mayflower/Unigroup Was Provided: Mayflower's customer survey/inventory form clearly shows that I paid for two 4.5 cu boxes to be packed by Mayflower from the 1st floor Sun Room with globes and wicker lamp shades (see attachment 2)!!  I also paid for 2 boxes and they only used one box = #***! Since this was a 1960's-early 1970's hanging lamp, I can not replace it, except with a similar item. I provided them with the most similar wicker hanging lamps that I could find. They are the Shades of Light coastal Kayla Pendant SKU PE ******* or the Shades Of Light Seaside Basket Pendant SKU ******* and with tax the cost is $538.** (prices change daily). All this information is on my claim. 

  
  

  DETROITER OFFICIAL ITTF TENNIS TABLE: 

                               

  Mayflower/Unigroup has referred to a Butterfly Tennis Table ** from Dicks Sporting Goods as the basis for their proposed settlement offer (see their settlement offer on my first email). In speaking with Dicks Sporting Goods, they explained that this same Butterfly Tennis Table ** is not available where I live and must be shipped. With tax and shipping it will cost $2024.59 as opposed to Unigroup's offer of $1499.99. Please see the email from Dick's Sporting Goods confirming this amount for the table Mayflower/Unigroup listed (See attachment 3 & 4!)

  Furthermore, the table that Mayflower is offering does not have the "PLAYBACK FEATURE" of my table tennis table! The equivalent table to mine (which has this playback feature) is available at Dick's Sporting Goods too = it is the Butterfly Octet 25 Rollaway Table Tennis table. This Butterfly Octet 25 table is priced at $2099.99 and it would also have to be shipped. With tax and shipping, the resulting price is at least $2675. Unigroup needs to pay the correct price to compensate me for a "like, similar item" as their insurance states, which is $2675.

  
  

  TRANSPORTATION REIMBURSEMENT COSTS:

  
  

  According to the rules of the Federal Motor Carrier Safety Adminstration (FMCSA), Mayflower needs to compensate me for transportation/moving costs for the percentage of my move that was damaged. Given that 28 of the 46 items on my high value item list were damaged (two-thirds), I believe I should receive two-thirds of my moving costs as reimbursement. This information can be found on page 33 of the book "Your Rights And Responsibilities When You Move" which states: "In addition to any money you (the owner) may recover from your mover to compensate for lost or destroyed articles, you (the owner) also may recover the transportation charges represented by the portion of the shipment destroyed." This would amount to $**60.00 = 2/3 of the $4888.77 paid.

  
  

  IN ADDITION, I have lost much valuable time, paid for numerous long distance phone calls, and because Mayflower/Unigroup neglected to settle this claim, I have not been able to repair or replace any of these damaged items! Mayflower/Unigroup is required by law to offer a settlement within 120 days, which they neglected to do! It has been six months since my claim was submitted and many of the replacement items are either no longer available or higher priced now.
  

  
  

  Mayflower should be aware that if this goes to court to be resolved, there were many other problems with this move:

  
  

  I was given an inexperienced, untrained driver/mover who had worked for the company less than 9 months. 

  The driver's limited English or his lack of training meant he did not read the movers forms correctly.

  This resulted in the Herlihy Mayflower owner calling me and without introducing himself, screaming into the phone with misinformation.

  After hanging up because he would not stop screaming, I called back and spoke to Leah at Herlihy, who said there was no problem and that it was written on the form that I had paid for the service mentioned.

  This was the second time the Herlihy owner had anger management issues as the first time was prior to the move, when he screamed that I did NOT live across from a school, so parking would not be a problem. In fact, I lived across from an entire school system with 3 schools, 5 tennis courts, track, baseball field, and playground!! I never received an apology or parking signs!

  On moving day in Ohio, the owner came through our front door and into our house without our permission, without introducing himself and with no Mayflower identification.

  In Michigan, the driver/mover used our bathroom without asking- and slammed our bathroom door so hard that he managed to get himself stuck in our bathroom for over 35 minutes, before the other movers (the ones he hired locally) told us.
  

  When I was asked to sign the bill of lading, I called Herlihy Mayflower because so many sticker tags were missing from items, that I had no idea if I had the proper number of boxes or ...whether I had all my items. They said they would note this, but that I had to sign, in order for the driver to be able to leave my home!

  I don't believe the driver had ever driven a truck interstate as he did not seem to know where Michigan was located (and he was in Ohio).

  The driver let his moving truck battery die, so he blocked our driveway an additional 2 hours at the end of the move. It was past dinner time. He would not call anyone (like the local Mayflower) for help and finally a neighbor agreed to jump start the moving truck for him.

  Should I go on? This was a disaster of a move and I deserve full compensation!

  
  

  I would appreciate the BBB informing Mayflower/Unigroup of all these issues! Please see the attached documentation at the bottom of all 4 of the emails.

  
  

  Most Sincerely,

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

  BBB Complaint # ********

  Mayflower Claim # *************

  Customer response

  09/28/2021

  To the Better Business Bureau,
  

   This is my third email of four to respond to items in the Mayflower/Unigroup claim. This email includes information of the Russell Woodard Wrought Iron Table with Glass Top and 4 matching Wrought Iron Chairs as well as information pertaining to the JOFCO Walnut Lateral File.

  
  

  
  

  RUSSELL WOODARD WROUGHT IRON TABLE WITH GLASS TOP:

                                 Mayflower Claim # *** 

                            High Value Inventory Item #** 

  RUSSELL WOODARD WROUGHT IRON CHAIRS (4 Chairs total):

                                 Mayflower Claim #'s ***************

                       High Value Inventory Item #** ( listed with table)

  
  

  Damage:Movers loaded truck resulting in my entire table top rim being bent, so that the glass top can no longer sit level and can no longer be supported! Glass top will break if not supported. Movers chipped chair legs, sides, and top edges of all four chairs as well as the table. The manufacturer's special powder coating process used to finish the table and chairs is baked on in multiple (nine) layers and requires sandblasting to redo, so it is impossible to refinish. In addition, chair 3 was also broken in 6 places on the bottom, so the seat would need to be re-welded and this would remove additional finish. Russell Woodard was manufacturer in 1950's of this top quality wrought iron set. Not repairable, must be replaced. (See Claim form attachments 5 & 6 from first email for items ***;0**;017;018; & 019)

  
  

  Mayflower Request: Unigroup ClaimsTeam 9 admitted on July 7 that they were unable to find an equivalent set and they requested that I provide them with a comparable replacement (See attachment 1 for Unigroup email). I had provided this information to their estimator in May and once again, provided the ClaimsTeam 9 in an email July 9, 2021, with the only manufacturer in the United States of heavy wrought iron, Stone County Ironworks.

  
  

  Mayflower Was Provided: I provided Unigroup with the link to Stone County Ironworks - Tree of Life Dining Table for $8000 plus tax (See attachment 2). This table is made (like mine) of heavy wrought iron with a pedestal style table and a glass top. However, It does NOT come with any chairs!! So, I am being very, very reasonable in asking only $8000 as my table had 4 matching ornate wrought iron chairs which were also damaged! In order to obtain an equivalent wrought iron set, I would have to order it from Europe and it would be a minimum of $**,000 plus shipping!!!! Because of the way I was required to itemize each item separately on Unigroup's claim form, I distributed the $8000 claim over the entire Russell Woodard Table and Chair Set.

  
  

  Mayflower/Unigroup proposed offeris unreasonable as the offer does not provide for any replacement of an equivalent heavy wrought iron and ornate set. Unigroup did NOT send an appraiser to my home. The Russell Woodard mid century modern quality is no longer made since the company has been sold off several times, sold at least twice since 2001! The plants in North Carolina, where this ornate heavy wrought iron was made, have been sold when the company was bought out. This set is made of very heavy ornate wrought iron with a nine layer baked on finish and intricate decoration. It is a large pedestal table with hand forged leaves and decorations on the chairs.  Unigroup's offer is an estimate for cheap furniture of low quality ($1200 for set)! And as they admitted, they cannot find an equivalent, so they should be willing to use the one I provided (at their request) with Stone County Ironworks!

  
  

  
  

  JOFCO WALNUT LATERAL FILE CABINET:

                              Mayflower Claim #*** 

                        Mayflower Inventory #*** (sticker tag)

                              High Value Inventory List #** 

  
  

  Damage:Mayflower movers dropped the 2 drawer lateral file cabinet on my wood stairs, causing the sides to be separated 8 inches from the cabinet. Then the mover decide to slam the side back into the cabinet with his fist, which resulted in damaging the cabinet further and splitting drawer and wood more.

  
  

  Mayflower/Unigroup Was Provided:I had Van Der Meulens Fine Finishers come to my home to inspect damage and they said the file cabinet could not be repaired, but needed replaced. I provided Unigroup ClaimsTeam 9 on June 4th with the estimate as well as several comparable lateral file cabinets, (See attachments below for Van Der Meulens Estimate & two comparable lateral file cabinets.)

  
  

  JOFCO Walnut Lateral File Cabinet Description: Though JOFCO no longer exists, JOFCO made high quality traditional style office furniture. This is a heavy duty traditional style walnut two drawer lateral file featuring separate locks for each of the two drawers. It is impossible to find two separate locks anymore, but I was able to find file cabinets made by Hooker, that had one lock that would lock both drawers. This is a necessary feature for my office files. The Hooker file cabinets range from $**19 to $3000.

  
  

  Mayflower/Unigroup's proposed offerof $259 will not buy any real walnut wood two drawer lateral file cabinet and certainly not a cabinet with DOUBLE LOCKS; a separate lock on each of the two drawers! I paid for high value replacement insurance, so that I would be covered for a comparable item replacement, not an inferior cheap pressed wood cabinet with plastic parts. My cabinet is heavy duty and it is a nice piece of furniture made with strong metal components and double locks!! 

  Mayflower's insurance states they will replace with a comparable item!!!!

  
  

  
  

  Thank you for your help in this matter.

  Sincerely,

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

  Mayflower Claim # *************

  

  Business response

  10/01/2021

  Customer did not submit a rebuttal for this claim for us to review. customer has to do that.

  We settled this file on 9/8/21.

   

  This customer disagreed with repair cost. We proceeded with an appraiser to verify the value of her items and customer paid based off of  that.

  At this junction, we are comfortable with our settlement and will proceed with sending customer arb info in the event they wish to pursue that route. 
  

  Customer response

  10/01/2021

  Complaint: ********
  
  I am rejecting this response because:  As evidenced by the Better Business Bureau's files, Unigroup is lying on all accounts! 

  #1 UNIGROUP ADMITS in this response that they "SETTLED THIS FILE ON 9/8/21". They NEVER SENT OFFER UNTIL 9/7/21 and as per the tracking number, they had sent the check already on 9/8/21. If they settled this file on that same say, then there was absolutely no time given for a response, was there?!!  I did respond through BBB the next day, 9/9/21, with MY REJECTION as can be found IN THE BBB FILES! Furthermore, Unigroup LIED again to BBB on 9/21/21 stating the file was settled, which it was obviously wrong, since I REJECTED IT on 9/9/21! I responded with four emails to BBB on 9/21/21 that have extensive documentation to prove my statements are true!  

  #2 Unigroup is stating that they "proceeded with an appraiser to verify the value of her items". As I have stated in previous documentation to the BBB, THERE HAS NEVER BEEN AN APPRAISER SENT TO MY HOME BY THEM!!! They have never named this "so called appraiser", nor have I received any reports referring to any such appraiser!! I did receive an email from Unigroup on July 23, saying they would schedule an appraiser at their own expense, however, I was never contacted by any appraiser and no appraiser ever came to my home! At Unigroup's request, I did get companies to come and give estimates for repair costs and replacement cost of items (if unrepairable). I submitted these companies estimates with my claims, as that is what Unigroup requested. Now they are refusing to pay these estimates and even refusing to pay for exact item replacements! Their HIGH VALUE INSURANCE states they will replace unrepairable items with "similar or like items", yet they will not pay for any exact duplicate?!!

  #3 I have not been paid off according to the value of my items!! Amount of claim is over $20,000! Since they have NEVER sent an appraiser and since they requested that I get companies from this area to come out, to give evaluations of costs needed to repair or replace, then they should abide by their own requests! For example, of the six items I am contesting, one antique is not repairable, but an exact replica is available from the manufacturer for $1800, but Unigroup is offering only $800. I submitted an email from the manufacturer as documentation stating repair would exceed cost of replacement and replacement is $1800!

  #4 Unigroup is even refusing to pay for damages done to a box that Mayflower packed. They say they did not pack the item, yet it is listed on all the Mayflower documentation and I have even sent an email from THEIR OWN MAYFLOWER REPRESENTATIVE stating that Mayflower packed the box! Apparently, Unigroup is unable to read their own forms and they do not believe the Mayflower representative that arranged for my move!!!

  #5 Please see all documentation provided in the 9/21/21 emails to BBB! All six items contested have full documentation.

  #6 Unigroup has not addressed the transportation reimbursement costs they owe me for damaging two-thirds of my High Value Items! According to the FEDERAL MOVING CARRIER SAFETY ADMINISTRATION, Unigroup needs to compensate me for the percentage of my move that was damaged. In the book, "Your Rights And Responsibilities When You Move" it states "IN ADDITION TO ANY MONEY YOU (the owner) MAY RECOVER FROM YOUR MOVER TO COMPENSATE FOR LOST OR DESTROYED ARTICLES, YOU (the owner) ALSO MAY RECOVER THE TRANSPORTATION CHARGES REPRESENTED BY THE PORTION OF THE SHIPMENT DESTROYED OR DAMAGED". This amounts to         $**60.00 = 2/3 of the $4888.77 paid.

  #7 Aside from the obvious lying, denial of my rights as a mover, purposeful delay of both the offer and payment of claim, and harassment , I have many more complaints with regards to this move for which I WILL be compensated should this go to court! 

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

  

  Business response

  10/04/2021

   

  There are only 2 items being disputed. The Hitchcock yellow dresser and antique spinet desk were paid per the certified appraisal report. These items were settled appropriately. If the customer has something else to support an additional payment we will accept that.

  Also, there are other items paid per the appraisal and the customer isn’t disputing those items.

   

   

   

   

   

  ******* L. *******

• Initial Complaint

  08/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ******* ********** Systems had promised to deliver our household goods shipment from ************, *******, to our new home in ************, ********, by July 26, 2021. As of July 29, 2021, they have not delivered the shipment and cannot provide a specific date for the delivery. The best they can say is sometime between two days and three weeks, with no guarantees even for that later date.

  Customer response

  07/30/2021

  I am hopeful that BBB intervention in this matter will cause ******* to expedite delivery of my household goods, which were supposed to be delivered by July 26, 2021. They have been unwilling or unable to even give me a new delivery date. 

  Customer response

  07/30/2021

  Documents attached.

  Customer response

  08/18/2021

  
  

  
  

  *************************** <******************	9:30 AM (1 hour ago)
  to me

  I wish to withdraw my complaint. The household goods were finally delivered. Thank you.

• Initial Complaint

  08/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  United Van lines was contracted to move my furniture and all my belongings from Moorehead, MN to Cape Coral, FL. They had a third party company load up my house on 7-7-21 and were supposed to deliver in Cape Coral on 7-26-21. Since then, they told me they couldn’t find anyone to bring it here. They kept my stuff in storage while I’m living in a vacant house with an air mattress and suitcase. I was NEVER able to get a call back from the moving coordinator at any time during this process. The only info I was getting was from the 3rd party movers. As of 8-17-21, I find out my things are in Naples, FL. The 3rd party mover in FL says they are 7-8 weeks out from my delivery. They also stated that United Van Lines KNEW this. I cannot live in an empty home for 3 months. I do not understand how they can do this and it’s legal. Especially when my contract states that it would be delivered on 7-26-21. I still cannot get ahold of United Van Lines to give me any answers.

  

  Business response

  09/01/2021

  Sept 1, 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:

   

  As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer’s request for assistance regarding the of their shipment.

   

  The customer had a delivery spread that ended on July 26, 2021. The shipment picked up by a 3^rd party company, that the customer hired, from our destination agency on August 19, 2021. Per the signed contract, delay provisions are $100 for each day the shipment is late. This shipment was loaded from our facility 24 days after the last day of the delivery spread. The customer is entitled to a Delay claim in the amount of $2,400.00. The customer’s check was mailed on August 31, 2021 via USPS mail.

   

  We apologize 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 the customer’s complaint.

   

   

  Amanda Castiglioni

  Amanda J. Castiglioni

  Lead Customer Service Specialist

• Initial Complaint

  08/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had hired United Van Lines to move my household goods from Mesa, AZ to Ballwin, MO. They loaded my items on 8/6/21 and I was told they would arrive by no later than 8/16/21. They have failed to complete my move and are failing to tell me when I can expect them to be delivered. I have reached out to my personal moving coordinator with the company, she told me to contact their customer care line. I reached out to the care line, they repeatedly told me that they will not allow me to speak with a supervisor, or anyone besides the employee that answered the phone. They have told me they will send a sheet via email to file a claim, it has never been sent to me. My coordinator will not return my calls to her either.

  

  Business response

  09/01/2021

  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:

   

  As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer’s request for assistance regarding the of their shipment.

   

  The customer had a delivery spread of August 10, 2021 to August 18, 2021. The shipment delivered to the customer on August 26, 2021. Per the signed contract, delay provisions are

  $100 for each day the shipment is late. This shipment will have delivered 8 days after the last day of the delivery spread. The customer is entitled to a Delay claim in the amount of $800.00.

   

  We apologize 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 the customer’s complaint.

   

   

  Amanda Castiglioni

  Amanda J. Castiglioni

  Lead Customer Service Specialist

*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. ↩