ComplaintsforUniGroup

• Initial Complaint

  08/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  United Van Lines was used to move my household goods from CA to TX. Items went into storage while a home was purchased. United Van Lines policy is 9 months to report any damages or missing items. I signed paperwork stating no all items received, but could not provide a description since items were packed or wrapped and placed in storage. Upon moving into my home and realizing missing items, I filed a complaint. Immediately received a settle statement of 50% (I reported ~$700, they offered $350). I asked them to investigate, which got a standard reply of approximately 10-15 days. I sent them a follow up email after 22 days, which next day reply was $0 for missing items. They claim I didn't report missing items, I showed them paperwork shows items are missing. They want me to go through arbitration. No one will return calls, cannot speak to a manager, all replies are standard replies. I have offered proof (pictures, receipts, etc.)

  

  Business response

  08/06/2021

  We have reviewed the Inventory Control Form and the missing items that were claimed were not noted missing on the delivery documents.  We are maintaining our denial and information regarding arbitration has already been provided to the customer.

   

  Thank you,

   

  Chuck Russell

  Customer response

  08/06/2021

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

  They need to read their own form (attached) and follow their policy.  I clearly checked "NO" to the question, "Was Everything Received"?  I also noted many, many items that no inventory tag.  This is how poorly handled a $12,500 move on their behalf was handled.  

   

  Again, everything was delivered to a storage facility (not a house).  There were approximately 100-125 boxes, furniture, blanket wrapped items, etc.  It would've been impossible to identify what was missing while the driver and staff waited.  The driver specifically told me to check off that not everything was received based on how many inventory stickers could not be crossed off.  The driver told me this would cover me when I carefully opened each item and inspected them for damage or loss. 

   

  This has to be the poorest customer service policy and no-one at Allied, United or Mayflower, since the forms all have different headings.  No one will return a call to speak.  It's all standard scripted replies and now there is an arbitration form that just postpones the inevitable.  They will not accept responsibility for losing my gym equipment.  

   

  They made a an offer of $350 (half of the loss) based on my original email with documentation.  Now after proof with their form, they still deny liability or culpability.  

   

   

  
  
  Sincerely,
  
  **** ***

• Initial Complaint

  07/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order #*********** Date of transaction: May 21, 2021 Amount paid: $7,754.31 Furniture moving from San Antonio TX to Leesburg GA. Packing date: 6/21/2021 (already fulfilled). Delivery promised date: June 24-30, 2021 (not yet received until today July 30, 2021). company is also refusing to give us a delivery date till now. As a result of not delivering the furniture till now, my family, especially my kids are suffering by sleeping on the floor for more than a month. My kids lost their vacation because of the delay in delivering furniture and they may miss the beginning of their school because of this delay. There was also a problem with reckless movers acts. I also sent them a video and pictures with details such as: Playing with and throwing the pillows in the truck, not warping any furniture for protection including mattress, Flipping containers and boxes upside down.

  

  Business response

  08/05/2021

  To whom it may concern:

   

  I have been asked to respond on behalf of United Van Lines to the customer's concerns and desired settlement.

   

  The agreed to pick up date for Dr. and Mrs. ******'s household goods was performed per the terms of the bill of lading on June 21, 2021. The agreed to delivery spread was June 24 through June 30, 2021. The ******'s are correct in that we regretfully did not deliver their household goods by the last day of the delivery spread.

   

  We apologize for the frustration the customers have experienced regarding the delay of the transport and delivery of their household goods to Leesburg, Georgia. Not only has the household goods moving and storage industry experienced shortages in drivers and crews, the entire transportation industry has been experiencing driver and crew shortages and delays so we are all dealing with this issue. We used every available avenue to get the customer's shipment to them in a timely manner.

   

  The delay was not anticipated when the move was accepted nor was it intentional in any way. We apologize for the delay and regret that we failed to meet the customers' expectations.

   

  Arrangements ha''e b.•en mad•. to de!.'ver th•. custom°.re’ =oods to them n 8•turda'„ .^.um•us! ?. Th!s *'i!! meet the customers’ desired settlement of delivering the furniture and finishing the job. The bill of lading addresses compensation for delay in delivery which is $100.00 per day for each day delayed. We will be preparing a check in the amount of $3,800.00 payable to Marwa ****** as compensation for the delayed delivery which addresses any hardship that may have been experienced. Household goods moving and storage is a regulated industry and does not allow for refunds of transportation charges, but we will be including an additional $200.00 as an apology for the delay making the total amount of the check to the customer $4,000.00.

  
  

  A member of UniGroup's Customer Care team, Kim Washington, has been communicating with Dr. ****** as well as the move coordinator from Dependable Moving and Storage.

   

  Again, we apologize for any inconvenience and wish the ****** family the best as they settle into their new home.

• Initial Complaint

  07/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This is related to my previous complaint against ************************* of United moving company. But This is more of ****'s fault. **** is the one who arrange and handle the moving and she is SO HORRIBLE that she NEED TO BE FIRED! She never called us back for days with updates and she delayed the movers for 3 weeks. We have been living in this apt without furniture for 3 weeks BECAUSE OF HER! She also LOST my $600 foam mattress! I want her fired. I want that business to shut down. I do NOT recommend her to anybody at all. Fire that woman.

  

  Business response

  08/17/2021

  ********************** We would like to apologize for being unable to communicate good news to you when delivery of your shipment was delayed.  It is never our intent to avoid being transparent when it comes to a customers requests.  We regret that we were unable to meet your expectations.
  

  Thank you for making us aware of your concerns so they could be addressed with the agent.  We apologize for the inconvenience and wish your family the best as you settle into your new residence. 

  Customer response

  08/18/2021

  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.  the dispute with the two moving companies has been resolved.  We got the money from them to replace my foam mattress.  I am sorry for not replying back before.  It was a busy month for us.  But it is all good now. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with them to move my household belongings from ************** ***** to Mt. ***********. I was told that they would pick up on June 28th and deliver between July 2nd and July 8th. I flew to ** to accommodate the schedule they provided me. I called several times for a more accurate delivery date that they said they would provide after picking up my belongings. They kept telling me they would check with dispatch. There was no proactive communication from them, it was always me either calling or sending an e-mail to inquire. Finally, on July 2nd, they told me they were working to find a driver and that they were still optimistic to get my belongings to me by the 8th. i did not hear from them again until July 12th after I sent multiple message asking for status updates. It is now July 27th and there is still no resolution and my belongings are still in a warehouse in **. I live in a house with no belongings and they do not care.

  

  Business response

  08/17/2021

  ********************** - We would like to apologize for being unable to communicate good news to you when delivery of your shipment was delayed.  Thank you for making us aware of your concerns so they could be addressed.  We regret that we were unable to meet your expectations.

  
  Again, please accept our apology for the inconvenience and we wish your family the best as you settle into your new residence. 

• Initial Complaint

  07/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Two Issues with a move from KCMO to MSP end of March, 2021 that revolve around rejection of damage and misdirection claims without appropriate consideration and after accepting additional monies for their best insurance. 1) Inappropriate packing of fragile items- a large terracotta vase packed without bubble wrap/peanuts etc and placed on top of a much smaller item resulting in the complete destruction of the item without any visible damage to the box. Denied out of hand by customer service without providing the contact information to the claims department. 2) Refused to pay to have a painting shipping to the intended recipient when misdirected. Fry Wager depends upon an "inventory" they create which lists "pictures" and then relies upon this to deny the claim. In reality, it is the label they created and affixed to the item which they rely upon to direct items to the proper recipient- and in this case, their label clearly states that the other party should have received it.

  

  Business response

  07/28/2021

  
  Fry-Wagner Moving & Storage (“Fry-Wagner”) respectfully asks that this complaint be transferred to the Eastern Missouri BBB of United Van Lines/Mayflower Transit (“United/Mayflower”) as the [insert shipper name] shipment moved under United/Mayflower’s interstate operating authority.  For purposes of the [insert shipper name] interstate move, Fry-Wagner was acting solely as a disclosed household goods agent of United/Mayflower.  As a disclosed household goods agent, Fry-Wagner cannot be liable for damages arising out of United/Mayflower performance under its interstate Bill of Lading.  Therefore, please remove Fry-Wagner from the complaint and forward the complaint to the Eastern Missouri BBB for United/Mayflower.  Thank you.

  

  Business response

  08/03/2021

  Good evening,

   

  An attempted call was made to the number provided in the attached correspondence where a voicemail was left and a follow up email was sent after (attached). Once contact has been made, I will be working directly with ***** ******** to address her concerns from her recent relocation, walk her through any claims filing questions, assist with filing a claim and then work with her to resolve this matter as quickly as possible.

   

  Sincerely,

   

  Maria, Christina, Ashley & Regina

• Initial Complaint

  07/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I booked a move with Mayflower transit who used simplicity relocation as their local movers. I was promised a delivery on 6/30 but still do not have a ETA. They change the delivery date everyday and have already charged me $4000 with no telling as to when my stuff will be here. I really need help!! I am a young physician and have been without my stuff for 3 weeks now. I want a refund and loss claim for my goods. **************** is very unhelpful.

  

  Business response

  07/21/2021

  Dear Dispute Resolution Department:

   

  This will acknowledge receipt by Mayflower Transit, LLCs (Mayflower) of the above referenced complaint that was submitted to the Better Business Bureau of Eastern ******** and Southern ******** (the BBB) by ******* ******* (Ms. *******). In her complaint, Ms. ******* expressed her dissatisfaction with Mayflowers interstate moving services. Specifically, Ms. ******* asserts that her shipment was to be delivered by Mayflower on June 30, 2021, but that as of the date of filing her complaint, her shipment still had not been delivered by Mayflower.

   

  Mayflower does not dispute that unfortunately there was a delay in the delivery of Ms. *******s household goods shipment. The pandemic has caused labor and truck driver shortages and interfered with infrastructure. Mayflowers services have been impacted as well. Mayflower expressed its apologies to Ms. ******* about the delay in delivery and worked diligently to get her shipment delivered as quickly as possible.

   

  On July 20, 2021 Mayflower completed delivery of Ms. *******s shipment at her designated delivery location. Mayflower has communicated to ****************** and her counsel what compensation she is entitled to for the delay in delivery of her shipment.

   

  In addition to the delay damages that she is entitled to in accord with the parties contract, ****************** has demanded a full refund of the cost of her move.   Mayflower is prohibited under federal law from providing a refund of any portion of the interstate tariff transportation charges.

   

  Since ****************** has engaged counsel who has sent a demand to Mayflower, it would be inappropriate for Mayflower to provide further information in this public forum.

   

   

   

   

   

   

   

  In summary, Ms. *******s shipment was delayed, but has now been delivered. Mayflower intends to continue working with Ms. *******s counsel in an effort to reach an amicable resolution of the issues 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.

   

• Initial Complaint

  07/19/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I used Unigroup corporation moving services to move my articles. Upon packing, they broke my flat screen TV, I was watching them pack the TV and I saw them drop the TV onto the floor. I claimed for replacement of the TV and I have not heard from the company and they have not returned my emails. Further, upon arrival, over 10 items of my articles were scratched/dented/damaged. I claimed all the items with pictures and they sent me a settlement check for $700 while my claim was over $6000. I had insurance for full replacement value, which I paid extra for. The company asked me to reply to the settlement email with proofs and which I did. It has been over 3 weeks and they have not responded. They did not even acknowledge they received my email. I cc my husband to the email and my moving coordinator which they assigned to me, and their moving manager. I sent the email again after a week and still no response from anyone for over 3 weeks. Thank you for your attention.

  

  Business response

  07/19/2021

  I have reviewed the concerns outlined in the correspondence sent to the BBB by ******* *******. I have completed an investigation regarding your claim.  A review of the shipping documents reflects her shipment was delivered to 3325 N 16^th St at a storage unit and the items were moved again by the customer to ***** * ***** ***  We did provide a settlement to the items that were noted damaged on the delivery documents.   

   

  It appears the goods in her shipment were moved a second time, after being delivered by United and before you filed your claim. According to United’s tariff and Bill of Lading, the carrier is entitled to inspect and verify claimed damages before any goods are moved again.  Without performing an inspection, we are unable to differentiate between damages that may have occurred while the goods were in possession of United or during the subsequent move. 

   

  If the customer still disagrees with our position as outlined, United participates in an independent arbitration program available through the American Trucking Associations (ATA).  Please include the following items when requesting arbitration: 

   

  ·                  The name, address, phone number and email address of the person(s) under which the shipment moved.   

  ·                  Your name, address, phone number and email address if different from above. 

  ·                  The carrier name (United Van Lines, LLC). 

  ·                  The order number for the shipment. 

  ·                  The pick up and delivery dates for the move. 

  ·                  The monetary value of the loss and damage claim. 

   

  Please send the above information to: 

   

  American Trucking Associations 

  ATTN:  Dispute Settlement Program 

  950 N. Glebe Road, Unit 210 

  Arlington, VA  22203 

  Phone (703) 838-1932 

  Fax:  (703) 838-1999 

  Email: ConsumerSupport@trucking.org 

   

   

  Important points to remember about submitting a claim to arbitration: 

   

  ·                  Arbitration is offered at no charge. 

  ·                  The entire claim must be submitted for arbitration. 

  ·                  Your letter of notification to the ATA must be received within 90 days from the date of this letter. 

  ·                  You may be asked to return any settlement amounts previously issued. 

  ·                  You may be asked by ATA to send supporting documentation.  Do not send documentation with your initial request. 

  ·                  Please be aware that the decision of the arbitrator is binding. 

   

   Thank you,

   

  Chuck Russell

  Customer response

  07/19/2021

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

  The TV flat screen was destroyed in my house at the time of packing. They did not cooperate with me and refused to take the broken object from the box to be review at the origination and they refused to take the object out of the box at the destination when I specifically asked them to do so since I told them they had broken the object during packing. 

  I was single lady with 4 moving personnel at both the destination and origination. I alone would not be able to take a 60” TV out of the box myself. They refused and so I had to wait until my husband helped me take the item out of the Box. The box has no exterior damage. The box does have the damage caused by the personnel dropping the TV into the box and I was a witness to.

  There claim is not justified when they say that owners have to check during destination when they refused to take it out of the box when I was there. They are suppose to assist take our objects that are installable out of the box in destination and they refused. 

  I called the office during the move on the move destination date and i was upset and told them that many of my items are damaged upon delivery. I was told by their personnel that I should open and check everything before I claim all my damages. They did not say that they have to be present to open and check everything. They said to keep original box and which I did. Therefore I took pictures of damaged items at the storage facility and sent them the pictures at the storage facility that shows the damages. I was told to note all items and then claim only once. I only had one chance to claim. I made sure I open all the boxes to claim the missing items. 

  I had a newer table tennis which was taken and brought back to me with missing wheels and base.  I was told by the movers that they placed those parts in the storage destination which was false. As I checked the items in the storage I realized that they were missing. I did note on their delivery page that not all items were delivered. I still wanted to make sure that I do not falsely accuse anyone of any wrong doing until I was sure.

  How can they refute that? I have my signature on the sheet and I put my initials stating not all items received. 

  There personnel are witnesses to my damages and missing items since in front of them I showed the damages and I showed the missing parts. There peronnel are witnesses to dropping the TV and breaking it in front of me. Any company that refutes such claims, looses credibility and respect. 

   

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

• Initial Complaint

  07/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  At the beginning of June I reached out to United Van Lines to pack and move our apartment from Denver to Chicago. I filled out a form online. I later recieved a call from United to get a general estimate. Over the next few days I spoke with Chad Kruetz who was the move estimator. I asked that we have a delivery date of Aug 2nd and he said that would need a pickup date of July 15th. I signed the contract for this estimate on June 8th. Over the next 5 weeks I spoke with the move coordinator, Jodi Hnlendrickson, multiple times to try and change the card listed on our United online portal, though never succeeded. We last spoke with Jodi on July 13th to try and change the card. On July 15th, the movers were to arrive at 8am. By 9 we still hadn't seen or heard from anyone, so I called. I spoke with Amanda so said that they were still moving someone who was supposed to be moved 2 days ago and we would move at noon. Since that 9am phone call we've been repeatedly delayed and misled.

  

  Business response

  07/27/2021

  After discussions with Mr. ******** on July 20, 2021, he has decided not to use the services of United Van Lines for his move.

  Could you please remove this complaint as Mr. ******** is not a customer of United Van Lines, LLC.

  

  Business response

  07/27/2021

  We have been in touch with the customer and are addressing his concerns.  We respectfully request your patience and ask for an additional week in order to be able to fully respond to Mr. ********'s concerns.  Thank you.

  Customer response

  07/27/2021

  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

  07/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with the Liberty Group/Unigroup to move our possessions from New Jersey to Colorado. We were told by the sales representative that they did not subcontract and would ship our items directly to us in one shipment. Our date to meet the movers was July 7th. The truck came with 2/3 of our possessions (30-40 boxes of books and no wardrobe or personal items shipped). We were told by the movers that day that only part of our shipment was on this truck as the remaining items were for another stop in Colorado. Despite repeated phone calls and emails to the moving company, we have only been told that they are aware of the problem and working on it, with no date given to provide our remaining items. We are incurring expenses to maintain living without our possessions including purchasing clothing, kitchen items, etc. The company is paid in full while we are without our possessions. Our desired resolution is delivery but the company has been misleading in their advertising too

  

  Business response

  07/27/2021

  July 26, 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 delivery of their remaining goods.

   

  While it is our intent to load each shipment onto one truck, there are times when it becomes necessary to divide a shipment among two or more trucks.

   

  This can happen when the shipments that are loaded prior to the next pick up are greater than estimated taking up space set for the next pick up. This can be caused by additional items being added, bulkier items loaded, or a customer decides to take more than what was estimated.

   

  Rather than jeopardize the entire shipment from being delivered late, the driver is to load essentials on the first truck so that a customer can set up their household.

   

  The customer had a delivery spread of July 7, 2021 to July 13, 2021. The main portion shipment was delivered to the customer on July 7, 2021. The overflow portion is currently scheduled to load. The Move Coordinator, Celeste, or Louise, Customer Care, will update our customer once we receive an estimated time of arrival for delivery out to their home.

   

  We apologize for the frustration that the customer experienced regarding the delay of the transport of their Overflow 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 J. Castiglioni

  Lead Customer Service Specialist

• Initial Complaint

  07/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ********* Relocation is a moving and storage company.We were moving from ********** ** to *********** AR and needed to vacate our TN property by May 10, 2021, and had to wait until June 1, 2021 to take possession of our AR property,Moving - Storage - Moving was needed.********* was referred to us by a trusted friend.They quoted (and charged) $43,000+ for their services.They came on-site and reviewed our items needing to be packed, stored and moved to AR.High valued, vulnerable items were identified and set aside for 3rd party crating. Fifteen items including large art/paintings, large mirrors, chandeliers and statuary were listed.We were asked to pack our clothes in large wardrobe boxes.When delivered in **, two dozen baked items were destroyed.Worse, much of our clothing is missing; three to six wardrobe boxes were never delivered.Value if damaged goods could be $20,000.Value of missing clothes could reach $100,000. St. **** suits, coats, Zigne slacks/coats

  

  Business response

  07/16/2021

  We are still reviewing this file for settlement and collecting information we need from the agent and from the customer.

  The claim was received June 30^th and we have not finalized the claim yet.

   

   

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

*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. ↩