Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/13/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of state and hired this company to move my things. We agreed, via contract, on a date of delivery. They did not deliver on the contracted date nor the extended date. There is a penalty for each day beyond the contracted delivery time frame which they promised to pay and have not. As soon as my items were packed they simply put them in their warehouse and put my job out to bid -- they did not tell me that was the process. I have numerous messages from a staff member who quit about the bad faith practices of the owner. The owner never called to explain nor apologize. I want what is due for missing the agreed upon delivery date. I expected them to be honorable - they were not. I believe they act in bad faith and mislead customers knowing they have an 'out' beyond the agreed upon terms. They are now delaying my refund to avoid paying it at all. It is not a lot of money which is not the point. They are unethical and predatory. Once they have your furniture you are at their mercy. I am a senior citizen and they behaved badly.

  Customer Answer

  Date: 11/27/2024

  The moving company finally paid as requested. This matter can be closed.

• Initial Complaint

  Date:03/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been contacted by united Movers since early December before Christmas. I was looking for Movers in the ********** area because I had to move my house in ********** and my apt in ******* to *****. ***** who I think is a sales person would call me at all hrs of the day even past business hrs. She was trying to secure my business. So eventually when I was ready to move, I went with united Movers, because they work so hard to secure my business. ***** and I first conducted the first estimate of the moving cost, she added in the $950 from ********** to *********** ** this was conducted on January 20. I got a low cost of *******for the final move, with that I secured it with a $1280. But she said she was gonna call me at a later date just to make sure, and we can add things on. United Movers claims they record all conversations. Later on she called me to conducting and additional estimation to see if I needed more space, I didnt realize at first I was being charge for this until I got the estimation of ****. Then I let her know I could afford this. Then she finally gave me an estimation of $7242. 64. She gave me this because she was adding extra boxes by them, and some more extra space. United Movers picked up my stuff on January 27, 2023. There was to Movers and they moved my house from ********** and my house from *******. I left a few things behind and then they added more things to the estimate that I decided to bring that were small. the Movers claim I did not go outside my estimate or my budget. Then the mover said that my things would be delivered within five days. ***** estimated 5 to 14 days. Ive been calling to receive my move for a 1month &4days. I have called numerous times throughout the month to check on my move. Where I was Gaslite and told they had to talk to the owner to put me on the schedule on numerous occasions. They finally called 28 to say they were bring me&Nothing. I filed a complaint today against them and now they say will bring it.

  Business Response

  Date: 03/07/2023

  In regards to the Service Complaint for customer, ***********************. Yes, our Sales Manager, ***** has been in contact with their since early December trying to earn her business and when asked, ***** reached out as requested to work around her schedule and her own. 
  After many conversations, on January, 20th 2023, ************** reserved her move. This move would entail United Moving Solutions picking up 657 cubic feet (86 pieces of inventory) from two separate locations. One in ********** and the 2nd in *******, 220 miles away. ************** was describing the items from memory and made arrangements with our Sales Manager for a routine ***************** call when she would be present in her grandmother's home to give a more accurate account of the items. This call was scheduled on January, 25th 2023. During this call, the items added to the estimate increased to 126 pieces which added 252 additional cubic feet to the pick up. ************** was told that our prices are determined by the space that is occupied on the truck several times. Our estimates  are binding based on the information she provides. Her total move was $7242.64 less the deposit of $1280.00 that she made on January, 20th 2023. Which was explained, agreed and signed by the customer prior to sending out our movers on her scheduled pick up date of January, 27th 2023. There were no additional charges to the final price as the pick up was accurate to the estimate. 
  As far as the delivery, delivery was ESTIMATED **** business days. Per the contract, United Moving Solutions has up to 30 business days for delivery. We delivered on the 27th business day based on reasonable dispatching drivers and trucks availability. As we understand waiting for one's personal items can be frustrating, transportation and logistics takes time and we are very clear what to expect after the time of pickup. We are well within the allotted time frame per DOT regulations. 
  Lastly, our office has been in communication with ************** several times. After reviewing our communication log of text messages and recorded phone calls dated the following;
  - January 30th, 2023 Ms. ****** HHG arrived in our warehouse where it was stored awaiting delivery availability. 
  - February 2nd, 2023 ************** reached out to our dispatch department and she was told that the schedule is unknown as it is only 4 business days into her ESTIMATED window. 
  - February 23rd, 2023 ************** was notified that we are working on putting the schedule together and we will be in touch shortly as there has been unprecedented weather to please bare with us. (Business day 19)
  - February 28th, 2023 ************** calls our office expressing her frustration, as we explain to her we are finalizing the route. (Business day 22)
  - March 3rd, 2023 Delivery balance and delivery schedule sent to ************** letting her know her HHG have been loaded onto the truck. (Business day 25)
  - March 4th, 2023 Our office reached out to ************** letting her now that she will get an ETA from driver on Monday, March 6th. 
  - March 7th, 2023 Delivered HHG (Business day 27)
  
  

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the worst moving company ever! Communication is terrible and you'll be lucky to receive your items. Our items were picked up on 10/29 and we were told by the driver he was driving to ******** (our final destination) and would deliver on Monday 10/31. They never showed up, so we began calling and were told that the truck was in Vegas and being scheduled. On Friday 11/04 they called and told us that we would have our shipment on 11/5 or 11/6. The morning of 11/05 they called and told us that there was an accident, and we would have to wait until Monday to get any information. On 11/7 we were told that there was a fire, and our stuff is completely damaged. They will not tell us what happened or provide a police report. All they sent were a few pictures of a fire and a video of damaged items. In neither the video or pictures can we tell damage or if the items are ours. No police report or any other details have been provided. We are requesting that our items be return no matter the condition and they will not do this either.

  Business Response

  Date: 11/08/2022

  We are deeply sorry for the loss of the customer's household goods that were damaged in the fire that occurred this past weekend. We understand that it is a lot to process. However, it was no fault of our own. It was an unfortunate accident caused by mechanical issues with the trailer. As this has just transpired, we are still in the process of getting all of the documentation and information to pass on to the customer. 

  
  As far as the lack of communication that the customer speaks of, that is incorrect. Our dispatch manager has been in constant communication with the customer from the day of their pick-up on October 29th, starting with the organization and sorting out the details with the customer on all aspects of their move. Also, our dispatch manager did not specify the delivery date as October 31st. There was not a final schedule made at that point. The customer was informed by the initial Broker that scheduled their move that the delivery window could be one to fourteen business days from the day of their pick-up. On November 4th, we provided the delivery ETA of November 5th or 6th in the morning so that they would receive their items. 

  
  We were notified on November 5th that there was an accident with the trailer. Our team promptly reached out to the customer and told them the information that we knew thus far. Upon learning more about the accident, our dispatch manager reached out to them Monday morning, November 7th, when our office opened to give the customer an update. We sent them all the pictures and videos of what we had. 

  
  We will continue to update the customer and give them all the support we can. We understand that this situation is unfavorable. As of now, we still do not have the fire report. As soon as we receive it, we will pass it along. 
  

  
  

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  United Moving ************ Moving service in 08/29/21 Total cost of $1,883 *********, ** to ******, ** Most of the furnitures were damaged due to employees of moving company. I wouldve had let it go if it was minor but this is just some another level type of service. Think of hiring someone to drag your mattress on an ashpalt driveway, I mean literally. Ive used moving service about 4 times and this one is one that I just cant let go. Business contacted me in regards of settling at $249, which wouldnt even cover what the bed sheets were for the mattress that was dragged. Never took the settlement because I would rather not take it and see what the company has willing to do, which was nothing. The business contacted me regarding to this matter today of 10/18/22 trying to settle at what ever they can minimumly resolute this. Im seeking a fair dispute regarding this incident and hopefully BBB can help me to. Thank you.

  Business Response

  Date: 10/21/2022

  Hello Taegon, first and foremost I would like to apologize for the experience that you have received from United Moving Solutions, it is never our intention to damage any of our customers household goods. However, we always try and make things right with our customers. When delivering your items to **********, you were presented inventory sheets of the items you moved from NV to CA. The inventory sheets do not have any exceptions done by you of any damaged items, therefore United Moving Solutions was not aware of the damages done. Legally, after the move is completed and if the customer has damages to household goods, the customer has to file a claim in order to be reimbursed for any damages that occurred. Per the Interstate Bill of Lading Contract-Valuation Selections, you waived the Full Replacement Value Protection and selected the standard minimal valuation of $0.60 cents per pound per article. Meaning that when it comes to claims, any damaged items would be assessed at $0.60 cents per pound per article. After you filed the claim with our CSI claims department, CSI settled your claim at $274.50 (based on the $0.60 cents per pound per article that you claim). 
  On 01/05/2022 you reached out to our office and spoke with *****, the Financial Manager. Please see notes below from our system:
  01/05/2022 07:11:09 PM  The customer called asking for additional reimbursement on top of the claim. the claim was settled, at $274.50. He said he spoke with ****** and she said we would be able to add an additional amount to his claim. He is unhappy and wants half of his balance back. I told him that we wouldn't be able to do that but I told him I`m willing to add $25.50 to his claim to make it $300. He agreed and we settled at $300 and I will call CSI and let them know to add $25.50 to his claim in good faith. Full name to put on check is ***** ******************* and address is ******************************************************* -***** After speaking with you, we offered an additional $25.50 from United Moving Solutions directly for good faith to make the full settlement $300, to which you first accepted the offer and then stopped replying to emails and phone calls. Please note that ***** has sent you 3 different emails to try to rectify this matter but have yet to receive a response from you.