ComplaintsforUNIRISC, Inc.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I just completed a move from Huntsville, Alabama to Westminster, Colorado using **** to transport all of my possessions. The move consisted of 4 large **** filled with furniture and household items. The **** were packed very carefully by trusted professionals and unloaded by professional movers. 3 of the 4 **** had absolutely no damage however the 4th *** was apparently dropped or sustained a substantial blow damaging a large portion of the contents including a glass desktop, 2 tables with legs shattered, severe damage to a Breakfront, dining chairs scratched & dining table edge crushed. I have not been able to get anyone to contact me to discuss the issues. I did get a case # ********. My customer # is *********. The container in question is ******* and was sent to Atlanta before coming to Colorado, unlike the other 3 which came directly to the Longmont, Colorado facility. Both the Huntsville and Longmont facilities provided excellent communication and careful placement of my containers at my locations. Corporate however, has been less than responsive.

  Business response

  05/18/2023

  I am in receipt of your correspondence concerning **** Enterprises, LLC customer, **** *******. **** Enterprises LLC. can only respond on how the coverage was presented, therefore any claim disputes or requests for updates would need to be addressed directly through Unirisc Inc.  Please have this complaint/request removed from **** Enterprises LLC. and forwarded to Unirisc Inc., **** ******* **** Suite ***, Orlando, FL ***** as Customer’s remaining concerns are based solely on the the claim. Please reference the complaint filed with the West Florida BBB complaint# ******** on behalf of Customer name to Unirisc Inc.
  
  We place tremendous value on our customers and strive to attain the highest standards in the industry. We sincerely regret any inconvenience that **** ******* may have endured.  **** Enterprises LLC. prides itself of its quality customer service and I regret that **** ******* feels he experienced anything less. We sincerely apologize for any instance where a customer is not completely satisfied with a **** experience.  When a customer notifies our company of a less than satisfactory experience, we endeavor to review the processes that gave rise to the customer feedback and take appropriate measures to address their comments. With receipt of this correspondence **** Enterprises, LLC considers this matter resolved/forwarded appropriately.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used **** for my recent move in November 2021. I purchased additional insurance to cover my property during the move. UNIRISC was the third party that was used for this. We packed and moved in mid November. Everything was padded 3 times, rolled, taped, and all large objects were placed and strapped down as **** recommends on their tips and tricks for a successful move. Upon arriving at our property in Texas about 90% of our belongings were damaged, broken, split, and not repairable. I filed a claim in late November. I called UNIRISC to make sure they had all the information needed. My claims adjuster said she had everything needed. 2 weeks later I received an email saying the file was corrupted and she couldn't open it. Delaying the claim another 5-10 days til we could reach a consensus that she could open it. From that moment in late November to now its been 50 days without any approval for the damages to my property as a total result of damage on **** part. The container was damaged upon arrival and **** lied about that. I am still waiting on a answer from UNIRISC on my $9000+ claim. I believe this shouldn't take more than 15 days to reach a consensus and given the damages, 70+ pictures of proof that were sent over, I have reasonable knowledge that this claim should've been handled speedily and not at length.

  Business response

  03/10/2022

  From: ********************* <***************@unirisc.com>
  Date: Thu, Mar 10, 2022 at 3:17 PM
  Subject: Fwd: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: *********************** <*******************@mybbb.org>
  
  Hello ****************,
  
  Note that we made a goodwill payment of $3,400 to **************************** on 2/10/2022.
  
  Kind regards,
  
  Kate
  
  Kate G********** | Managing Director

  Customer response

  03/25/2022

  From: *************************************** <************************>
  Date: Thu, Mar 24, 2022 at 7:23 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  
  Resolved

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Moved from Colorado to Iowa at the end of October/first part of November with **** and purchased insurance incase anything was damaged. Well needless to say, several pieces of furniture were completely destroyed and Unirisc is consistently starting out is our fault. There was obvious damage to the shipping container, but **** has not shared any photos of that with us or the insurance company and the photos that have been shared show that the half inch thick plywood flooring is split and bowed up from underneath, but they still say the damage is out fault. Sorry of having a crane to lift the container on to a truck myself, I fail to see how damage to a container holding my property is my fault qualifying them to deny a claim made in good faith. If I would have know this is how they do business, I would have just rented a24 for moving truck and not had this headache with an insurance company that is more than happy to take your money, but unwilling to even reasonably evaluate your claim.

  Business response

  01/26/2022

  Hello....our adjuster sent the following response to ************ yesterday:

  Hello....our adjuster sent the following offer to ************ yesterday:

  Dear ************:
  
  ** ********* ********, Inc. insures **** ***********, LLC for Commercial Inland and Worldwide Cargo Marine Insurance Coverage under policy ************, with a policy effective date of January 1, 2021 until December 31, 2021. The effective dates of coverage on the above-referenced property are October 22, 2021 until November 16, 2021.  UNIRISC, Inc  acting on behalf of ** ********* ******** has completed the investigation of the claim.
  
  We were requested to reopen the claim for further review. Our investigation has established that there was no indication the reported loss to your property is a covered loss. Therefore, as a gesture of goodwill only and in an effort to resolve this matter amicably, we are offering a settlement of $1,813.54, per the attached adjustment statement, in the resolution of the claim. In accordance with your policy, the deductible of $100.00 is being applied to the Actual Cash Value of $1,913.54. 
  
  Your coverage is not a replacement cost policy, rather it is an actual cash value which means that depreciation applies based on the age and type of item. 
  
  In order for us to prepare a release, please provide your full legal name and if applicable that of a spouse. We will then forward you a release to be completed and returned. Upon receipt of the release and our authorization of the payment, a check will follow within 14 business days.
  
  By stating our coverage position, ** ******************* **** in no way intends to waive or be estopped in regard to any other basis of determining coverage which may or may not be presently apparent.  If you obtain any information, whether or not requested herein, which may be pertinent to our investigation, we ask that you forward it to us immediately for our review and consideration.

• Initial Complaint

  01/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My employer, **********, paid ******** ********** to relocate my family to New Jersey for a new position in the beginning of August.The relocation did not take place on the contracted day due to the truck driver not arriving, therefore, my plans were adjusted and I was unable to be at my home when the movers were packing my belongings. My home was severely damaged, wood floors scratched, walls damaged and trash left all over the home. My goods were destined to arrive at my new home on August 30, however the driver notified me that he would not bring the goods on that date, which caused significant issues- and allowed my driver to hold my possessions at his home in his truck for several days. My goods were partially delivered on August 2 and again on August 3. The company placed the boxed goods in my home and did not assist with h packing at all and on August 3, my additional goods were placed in mini storage. On the day of arrival, I notified my relocation agent that many of my goods were damaged, and Within 2 days of my goods arrival, I notified the relocation company that many of my items were missing and I did not receive a list of goods moved (manifest). The company sent out additional movers to review the items in storage and segregate damaged from non damaged goods. I again notified the company of the significant damages and missing materials to which the relocation company sent me a claim form for Unirisk. Unirisk took several weeks to reply to my claim and then when the adjuster arrived, I was informed that he would not evaluate the damages in storage and that the company would not cover missing items, which was not at all what was expressed. It has been 4 months and the company has still not reviewed my storage items and I have not even remotely gotten an adequate settlement. I have provided the company with all emails and documentation to support the claim. And the company has only provided me with documentation of their driver forging my sig

  Business response

  02/11/2022

  ***************'s shipment delivered into a self storage unit, at which time his coverage under the policy ended.  He did not note an damaged or missing items at that time, as required by the policy.  He then later filed a claim for undocumented missing items, which are strictly excluded under our policy.  We cannot to make any acccommodation under this circumstance given the shipper's failure to note any of the missing items upon delivery into the self storage unit.

   

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My employer, ******* contracted the relocation company ****** to move my household goods (HHG) from where I was stationed in Italy to my new home in Andover, Kansas. On 28 April, 2021, my HHG to include my 2017 ******* ****** were picked up by the movers for eventual transport to United States. On 2 September, 2021, my HHG arrived at my home in Andover, Kansas. Our vehicle sustained close to $9,000 in damage during shipment. I filed a claim that included dated before and after photographs and written repair estimate with ******' insurance company, UNIRISC, on/about 16 September, 2021. On 17 December, via email, I was notified that our claim was being denied because my wife signed a delivery document (written in Italian with English translations). UNIRISC claims that by signing this document and not annotating any damage (other that was was annotated pre-shipment) that we, in essence, were stating there was no damage that occurred during shipment. No where on this form are there sections dedicated to post-shipment. As a matter of fact the form is clearly labeled PRE-Shipment Vehicle Condition in bold near the top of the form. The movers were supposed to walk around the vehicle with my wife in order to annotate any/all/none damage to the vehicle that was not already annotated. This DID NOT happen. My wife simply signed this document to signify receipt of the vehicle. ****** had previously mentioned to us that we had 100 days from delivery to file a claim, so this document was not deemed of too much importance at the time. The damage to the rear hatch can be clearly seen, but more damage was found once I washed the vehicle on 5 September. With the filthy condition of the vehicle when delivered, there was no true way to determine actual damage other than the rear hatch and windscreen scratches. UNIRISC had responsibility for the vehicle from pickup to delivery. This damage occurred while in their care.

  Business response

  01/27/2022

  The customer has filed a claim of $8,992.08 for undocumented damages to a ******* ****** which he states took place while the car was in the car, custody, and control of ***************** which is the relocation company used during his relocation from Italy to Andover, Kansas. Because damages can occur to autos at any given time, all transit damages to vehicles must be noted on the moving destination documents. Unfortunately, **. ****** made no notations during the delivery of the vehicle. and we were therefore unable to accept liability. 
  
  Since the denial letter was issued, UNIRISC was given authority by the underwriters to have the auto inspected, without accepting liability.  An appointment has been scheduled with the customer by **** ****** Appraisers of Kansas on 01/28/22.  Once UNIRISC has received the final estimate from **** ****** Appraisers, we will review it for further consideration.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Had used **** moving container services for a move back in November 2021. Included in my container was a queen extra firm mattress(have a bad back) bought from ******* ********** in 2018. **** came and picked up my container on November 8th and delivered on the morning of Nov. 15th. Upon opening my container that morning, I noticed that my mattress is no longer firm! It couldn't even stand up straight against the wall and kept slipping to ridiculousness! Before I was able to place the mattress by itself on the side on 14 inch without any support. Now I can't even pick up the mattress because it was so deformed! I took picture as asked to by showing the mattress showing it can't even stand against a flat wall in my garage. I spoke to the claim specialist, sent her the picture and the claim form. She told me it would take 30 days may be more. This was on Nov 22. She emailed me back a day later and told me it would conduct an investigation and may take more than 30 days. At exactly 30 days right before Christmas on Dec 22, she sent a letter "concluding our investigation" followed by some BS that they found no physical damage to the container. Well everyone knows that when drive, things are going to move around especially if you are driving across state on different road conditions. It is how you drive to get there. In addition, there are more than 1 containers being driven when I spoke to the drivers that picked up my *** container, being transported so the containers may be bumping into each other where I received no such report. The email I received was a very canned letter refusing to pay for the damages I endured. It appears they're lazy and trying not to pay any claims right before Christmas and year end for their mistakes. I paid $2199+tax for that mattress and now it costs even more due to covid! I want my money back plus surcharge I'll need to pay for the exact same mattress that **** has ruined! **** need to make it right !

  Business response

  01/21/2022

  Our investigation has established that the damage was the result of improper packing and/or shifting of contents in the container. Since the customer either hires their own packing service or they pack the containers themselves, damages resultant from loading or shifting of contents is a specific exclusion.
  
  In reviewing the customers claim form and her photos, see attached, you will find that she did not box the mattress and per her claim form she propped it against the wall rather than laying it flat. It is the inherent nature of mattresses to bend if propped against a wall. Therefore, regrettably, we have determined that this damage is a result of **** mishandling or negligence and must maintain our position that this is not a covered loss.
  
  Please also note that the Contents Protection only covers the contents of that is packed in the container for a move, there is no coverage for move fees, loss of use, item and inconvenience, etc. In view of this we are unable to consider her request for a refund.  We have attached the claim form and pictures in support of our decision.

  Customer response

  01/27/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because:  The complaint claimed that because I put the mattress down on the wall that's why its not able to stand straight.  NO!  The mattress was ruined during the transport, that's why the mattress wasn't able to stand up straight.  Of course if I lay it on the floor (or anything for that matter), it would be straight.  It doesn't take a genius to know that.  
  I wanted to show the damage that it was done to the mattress during the transport and as I attempted to put the mattress against the wall, it just kept slipping and this is an extra firm mattress of 14 inches that kept falling down.  If ***s and its insurance company cared about customer service, they would do the right thing by reimbursing me for the mattress that they damaged.  

  Regards,
  
  *****************

  Business response

  02/04/2022

  Hello,

  Our adjuster sent ************** the following email yesterday:

  Hello....our adjuster sent ************** the following email yesterday:

  Dear **************:
  
  We have been requested to reopen the claim for further review.
  
  ** ********* ********, Inc insures **** ************ *** for Commercial Inland and Worldwide Cargo Marine Coverage under policy ************, with a policy effective date of January 1, 2021 until December 31, 2021. The effective dates of coverage on the above-referenced property are November 4, 2021 until November 22, 2021.  UNIRISC, Inc acting on behalf of ** ********* ******** has completed the investigation of the claim.
  
  Our investigation has established that there was no indication the reported loss to your property is a covered loss. There was no physical damage to the container that would indicate mishandling and had there been mishandling there would have been other items damaged as well. Therefore, as a gesture of goodwill and in an effort to resolve this matter amicably, we are offering a lump sum of $1,000.00, in the resolution of the claim. In accordance with your policy, the deductible of $100.00 is being applied to the lump sum amount for a settlement of $900.00.
  
  A copy of the certificate has been attached for your reference.
  
  In order for us to prepare a release, please provide your full legal name and if applicable that of a spouse. We will then forward you a release to be completed and returned. Upon receipt of the release and our authorization of the payment, a check will follow within 14 business days.
  
  By stating our coverage position, ** ********* ********* *** in no way intends to waive or be estopped in regard to any other basis of determining coverage which may or may not be presently apparent.  If you obtain any information, whether or not requested herein, which may be pertinent to our investigation, we ask that you forward it to us immediately for our review and consideration.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Paid a ton for insurance coverage on our *** and after items broke during transit they said it was our fault, even though we packed very carefully. We watched the container get tipped at a steep angle while it was coming in for delivery (who knows what happened during the rest of transport), but they said if the container itself wasnt damaged then they arent liable for "normal shifting". The container being tipped steeply is not "normal shifting".They're correct that the *** itself was not damaged, but that is not a reasonable measure for how carefully the *** was treated during transport and delivery. There are a bunch of responses from UNIRISC on here blaming customers in the exact same way. Talk about tone-deaf lack of customer service by a greedy insurance company.

  Customer response

  12/06/2021

  Hi *****, thanks for the followup. Here's the info:

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

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

  *****

  Business response

  01/07/2022

  Although the damage sustained by the ******'s shipment is not covered under the policy, underwriters have approved a goodwill payment of $252.80, and our adjuster has advised the ****** of the settlement.

  Customer response

  01/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  11/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ******************** Services (AMS) serviced my household's move from Boise, ID to Morrisville, NC on August 6th.All the moving items were labelled and marked except 3 paintings (Our wedding day painting, professional painting of our niece and a gallery painting) that were not properly labelled.*** has failed to deliver our 3 paintings. We did file a claim with them several days after the delivery day. They said they will investigate and reply back.*** failed to follow up with me! Once I sent them an email that I will not rest until my items will be found, otherwise I will approach the BBB, only then the *** CEO called me asking me for some images (where were you before?!).They then forward me to file a claim with their claim department/ insurance company (Unirisc). My claim was denied since the tracing did not succeed, I signed that all my items were counted for at the day of delivery (my paintings were never even labelled) and that I did not file it within the allowed time frame (I had 100 days to file a claim and I did file it with no more than a week).Luckily we have images of the day of the move to support our claim.The entire claim was handled poorly and even ignored. If it was properly processed at the day I filed it (asked me for the paintings images so they would know what to look for, etc.) they would find it with no problem. The fact that the *** CEO asked me over the phone for images just after I emailed them (one month after I filed the claim) was a little too late!! and even with that, he nor none of his employees have ever followed up with me.My desired resolution is to GET MY PAINTINGS!!!! If they claim that they cannot find them, I want compensation .

  Business response

  12/07/2021

  It is our understanding that the paintings have been located by the mover, so we would suggest that the complainant contact **********'s directly for delivery.  We are solely the third party administrator for ******, who arranged for this move.

  Customer response

  12/20/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************
  

*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. ↩