ComplaintsforU Load

• Initial Complaint

  06/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I gave a 250 deposit to ULOAD for a move from Somerville TN to Fargo ND. I have never moved before and was told the basic information about the size of the vehicle and dates I needed it for. After a couple weeks, the house I was supposed to move into in Fargo was going to take longer to become available so I reached out to my contact at ULOAD to make them aware and change the destination of delivery of my goods to a storage unit the house rental property was providing me until my house became available. I received a call back from ULOAD asking about the accessibility of the truck to get into where the storage area was and upon talking to the ULOAD department a manger Al, was now questioning whether the moving truck would even make it into my driveway based on very specific info I was given by Al. This new info was never discussed prior to me placing my $250 non refundable money to ULOAD. I was told by Al that was my responsibility to know if the truck would work for us before giving the deposit. I told Al how was I supposed to know, that this was the first I'm hear of these specific requirements. I was basically told it was too bad, it was my responsibility to know it. I explained again how this specific info about gravel, trees, width of the road by my house how how many extra feet were needed in my driveway, and how long my drive needed to be was just now shared with me. He again refused to refund based on this lack of information given by his company and terminated my move with his company. I believe this should be investigated as they have also misrepresented themselves as a moving company and are actually just a broker. I believe this is bad business scamming good people. Shame on them. Please investigate this. I want my deposit back based on the fact that this specific info was not provided to me and I'm sure others have fallen prey to this as well.

  Business response

  08/31/2022

  Business Response /* (1000, 8, 2022/07/21) */ Uload LLC. is a moving broker, we are not a motor carrier and we do not own or operate moving trucks. We offer our customer's quotes for different types of moving solutions. In this case the customer booked a Self Service move, where a trailer would be provided to the customer to load the items themselves, and a carrier would haul the trailer to the destination. The customer is solely responsible to confirm accessibility and arrange for Parking, Labor, Loading, and Unloading. The customer bears the full responsibility to make sure that the equipment can be delivered to the location at both origin and destination and be parked Safely and legally for the duration of the window requested. Prior to any deposits paid, we ask the customer to sign an estimate with the terms and conditions listed (see attached Estimate). In the estimate, we do request that the customer: 4. Before your move day: * Secure approximately 40' space at your origin and destination locations for safe delivery, drop off, and pickup of a 28 foot pup trailer * Reserve a legal parking spot where overnight parking is permitted for your ULoad trailer * Some residential and city areas do require a small amount of planning beforehand, however. Check with your city, police department, building manager, or homeowners association to find out if your ULoad move will require a permit or any other special permissions. The driver can refuse pickup, delivery, or parking if there are no safe options for parking the trailer. You are responsible for any fines, taxes, levies or penalties, monetary or otherwise resulting from the trailer being parked at your designated location and for your use of the trailer. Since as a broker we are not at the location nor do we or our carriers offer onsite inspections, the customer is solely responsible to make sure that the trailer can arrive to, and be dropped off at their location before signing the agreement, and that the final discretion does fall to the carrier's decision. Uload arranged for a move with a destination address that was later changed after signing the estimate to a storage facility, because their home was not ready yet, we asked the customer if a trailer can safely and legally arrive and be parked at the new location. The customer did not know if the trailer would fit, so we reminded the customer of the information in the estimate and asked her to confirm with the storage facility if a trailer can be parked. The customer then advised that there might possibly be an issue with accessibility and parking at the origin, and asked for alternative solutions. We offered the options of finding an alternate parking spot or loading the trailer at the carrier's yard, but the customer refused both and requested to cancel the move. Consumer Response /* (3000, 11, 2022/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because the additional and very specific requirements for dropping off the truck at the origination was never disclosed to me. Only after I called to change the destination of the truck was I informed of things such as tree clearance, type of gravel I could have, extra feet needed on width of driveway and even the specific width of the road needed directly in front of my house. Please advice as to where that is listed in the paragraphs this fraudulent company has provided as proof of their rights to keep $250 dollars of my hard earned money because they failed to disclose this very specific information. I want a refund period. Business Response /* (4000, 13, 2022/08/01) */ Uload LLC. is a moving broker. In the estimate the customer signed (see previously attached Estimate) we provide a description of the Equipment (Trailer) and the information needed for trailer parking: 4. Before your move day: * - Secure approximately 40' space at your origin and destination locations - for - safe delivery, drop off, and pickup - of a - 28 foot pup trailer - * - Reserve a legal parking spot where overnight parking is permitted - for your ULoad trailer Ultimately, the customer is responsible to confirm that the parking at both origin and destination is safe and legal before signing the estimate using the information provided. The customer cancelled the move after the fact due to potential parking issues that should have been looked into before the estimate was signed. The customer did sign the estimate, confirming that the address was suitable for trailer parking and acknowledging that the $250.00 Deposit is non refundable.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Uload caused hundreds of dollars worth of damage during the transit of my property. I filed an insurance claim on the damage and they have ignored me for over a month. I sent follow up requests and they ignored those as well. I want my money for the property that was damaged.

  Business response

  01/05/2022

  Business Response /* (1000, 8, 2021/11/15) */ ULOAD is a moving broker, and damages are compensated through a claims process with the carrier, as noted in the estimate that is signed off for by the customer (see attached estimate). This is notated in the estimate under Section 8 "Liability for Transportations Services". 8. Liability for Transportation Services 8.1: You are responsible for the safe packing, loading, securing, and unloading of your belongings ... ULoad, LLC. is arranging transportation services for you, but is not the actual carrier, and therefore is not liable for the actual transportation services provided. ULOAD arranged for a self loading service where the customer was responsible for loading and securing the shipment and the carrier (Estes Sure Move) would transport the trailer. The carrier would be responsible if there were damages to the trailer, negligence by the driver, theft of the trailer, etc. The carrier (Estes Sure Move) responded back that the damages were not a result of these perils and not responsible for the damages (see attached Claim Reply). ULOAD was not a party in that decision made by the carrier. Consumer Response /* (3000, 11, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told before payment that there would be coverage for damage to property during transit. The damaged item was wrapped tightly with numerous layers of padding and was still smashed to pieces. So it was not my fault it got smashed. This company wasted weeks on this insurance claim and did not respond to my numerous emails until I filed this bbb complaint. Which says a lot about their treatment of customers. They lied to me about the extent of the coverage and then ignored my insurance claim until I filed a bbb claim. I am asking this this company's bbb rating be changed to reflect the unprofessional and conduct of its employees. I am also asking that the company reimburse me for the damage to my property. Business Response /* (4000, 13, 2021/11/18) */ ULOAD is a broker and was not involved with the loading and securing of the items nor the transportation of the goods. In the estimate signed by the customer (see attached estimate) before services can be arranged, in "Section 8: Liability for Transportation Services" it does state liability coverage for any damages. The carrier denied any claims under the aspect that they did not load the shipment and there was no damage to the trailer. This is a self load service and the customer was responsible for loading and securing the shipment. Consumer Response /* (4200, 16, 2021/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) It sounds like ULoad is saying I was negligent in packing the item that was damaged. Their terms say they will accommodate customers damage claims with the carrier. ULoad is saying the carrier is not covering the damage because their trailer was not damaged. Whether or not their trailer was damaged does not have any bearing on whether I was negligent in packing the item. As I said, it was wrapped tightly in multiple layers of padding. As the photos I send with the claim showed. The only way it could have been smashed the way it did was due to the carrier's negligence, not mine. They also did not respond to my point about how slow their responses were to my repeated attempts to follow up. If the only way a customer can get in contact is by filing a bbb complaint, then that level of customer service should be reflected on their bbb profile. Business Response /* (4000, 18, 2021/12/03) */ ULOAD is a broker and was not involved with the loading and securing of the items nor the transportation of the goods. ULOAD did submit the claims request to the carrier (Estes) who then denied the claim. That decision to deny the claim was not made by ULOAD but by the carrier who transported the items. The carrier put up a partition to separate the customer's items from the rest of the truck, and put on a seal so that nobody could tamper with the customer's items. The carrier only drove the trailer at that point. The customer is responsible for how the items are loaded in the trailer, same as for any self loading option.

*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. ↩