Complaints

This profile includes complaints for United Regions Van Lines LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  United Regions Van Lines LLC

  1515 Ellis St Waukesha, WI 53186-5633

• 

  United Regions Van Lines LLC

  11414 W Park Pl Ste 202 Milwaukee, WI 53224-3500

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:05/13/2024

  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 letter was sent to the company on April 29, 2024 without a response.I recently moved from ********, ** to ******, ** with my furniture pick up date on Wednesday, April 17, 2024 with drop off on April 19, 2024. My costumer number is *******. The initial contract price for my move was $8446. A down payment of 20% ($2236) was made on March 26, 2024 using my debit card. On April 9, 2024, I was called and my items to be moved were verified and my cost was then increased to a total of $10,995.79. The day of the move the movers arrived and stated I would need more room for the items reported and the price of my move increased to $18,000. In my initial correspondence with costumer service, if informed them that we were closing on our home April 19, 2024 at 10:00 am our furniture would have to be delivered after that time. The representative informed me he would not be able to deliver until April 20, 2024 and we were fine with that date. However, when the movers arrived for pick up, they informed me that they would deliver on April 19, 2024. I once again told them that we would not have access to the home until after closing on April 19, 2024 around 11 am. They arrived at 7:15 am. Upon their arrival, they informed me that they would not be able to drive the semi truck into our neighborhood and would have to get a smaller truck to load and unload, which cost me an additional $3900, and since I did not have access to the home when they arrived I was charged a 3 hour late fee. So the total cost paid to United Regions Van Lines was $24,896, which has more than doubled from the initial quote. Not only did the price increase, I was harassed repeatedly regarding payment. The initial down payment was made using my debit card, however, I was not informed that the remainder of the payments were to be made in cash or **** money orders, and with the continuing changing cost, this was very difficult to arrange in the middle of a move and being told the new amount during hours when getting this amount of money was not possible. I expected the additional payments could also be made with my debit or credit card. We have been here for one week and I have had a chance to open all packed items and one of our 48 inch Vizio TV's was not delivered. The movers packed several items that I specifically told them not to pack, and were not going, such as boxes of hangers and bags of clothes I was donating to a nonprofit organization and items in the garage, which increased my cost. They also severely damaged my master bedroom dresser and headboard (pictures attached). I am requesting compensation of $8,000 for severely damaged and missing items, shipment of items not requested to be shipped and for late fee charges.

  Business Response

  Date: 05/29/2024

  Thank you for bringing your concerns to our attention and for your patience while we address them. We deeply regret the inconvenience and frustration you have experienced during your move from ********, ** to ******, **. Please allow us to address the specific issues you outlined in your letter dated April 29, 2024.
  We have thoroughly reviewed your case and would like to respond to each point in detail:
  Price Increase: The initial contract price of $8,446 was based on the information provided at the time of booking. Following the verification of your items on April 9, 2024, the cost was adjusted to $10,995.79. On the day of the move, our team assessed that additional space was required, resulting in a final cost of $18,000. We understand how this significant increase can be distressing. While estimates can change based on actual volume and logistical needs, we apologize if this was not communicated clearly.
  Delivery Timing: We understand you were informed that delivery would take place on April 20, 2024, but the movers arrived on April 19, 2024, earlier than expected. We apologize for this miscommunication and any inconvenience caused. The additional $3,900 charge for using a smaller truck and the late fee due to early arrival was necessary to accommodate logistical constraints, but we regret not conveying this information more effectively.
  Payment Methods: We apologize for any confusion regarding the payment methods. While the initial down payment was made using a debit card, the remaining balance was required in cash or **** money orders. We recognize that the changing costs made it challenging to arrange payments, and we regret any inconvenience this caused.
  Missing and Damaged Items: We are deeply concerned to hear about the missing 48-inch ******** and the damage to your master bedroom dresser and headboard. Additionally, we regret that items you specifically requested not to be packed were included, increasing your costs unnecessarily.
  To address your concerns and requests for compensation, we propose the following steps:
  Damage and Missing Items Claims: Claims for damaged and missing items are handled by a third-party processor. To initiate a claim for the damaged furniture and missing TV, please contact our office or visit the third-party claims processor's website to file your claim online. For updates, you will need to contact the third-party claims processor directly.
  Compensation Review: We will review your request for $8,000 in compensation for the damaged and missing items, the shipment of items not requested to be shipped, and the late fee charges. Our claims department will contact you within 7-10 business days to discuss the next steps and any potential reimbursement.
  Improved Communication: We are taking steps to ensure better communication regarding cost adjustments, payment methods, and delivery schedules to prevent similar issues in the future.
  Your satisfaction is important to us, and we are committed to making this right. If you have any further questions or need additional assistance, please do not hesitate to contact our **************** Team directly.
  Thank you for your understanding and patience.
  Sincerely,
  **************** Team
  **********************

  Customer Answer

  Date: 05/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have paid United Regions Van Lines a total of $24,896, therefore, according to their response my bill was $21,900, meaning I have already overpaid in the amount of $2,996. In addition, I should receive compensation for extra boxes packed and the late fee charge due to the company's change in my delivery date and time. I would like to also be compensated for damages to my furniture and will need the 3rd party claim information, which was not stated in their response. I would like to settle this matter before I will accept that the company has resolved my complaint. 
  
  Regards,
  
  *********************

  Business Response

  Date: 06/11/2024

  Thank you for your patience as we address your concerns regarding the charges and compensation related to your recent move. We understand the importance of clarity and transparency in these matters, and we aim to provide a thorough response.
  Charges and Payments
  Total Paid: You mentioned paying a total of $24,896 to United Regions Van Lines.
  Bill of Lading Amount: The Bill of Lading (***) amount was $21,428.
  Post-Contract Services: The additional charges beyond the *** amount account for post-contract services, which were necessary to complete your move. These services and their associated costs were provided in accordance with our policies.
  Refund and Compensation
  Based on our records:
  The additional $2,996 paid covers post-contract services that were agreed upon and provided.
  The charges are accurate, and no refund is due based on the services rendered and the agreement in place.
  Claims for Damages and Compensation
  We acknowledge your request for compensation related to extra boxes packed, the late fee charge, and damages to your furniture. To address these concerns:
  Extra Boxes and Late Fee: The charges related to extra boxes and any adjustments for delivery are in line with the services provided and the terms of the contract.
  Damaged Furniture: We take damage claims seriously. For compensation related to damaged items, please follow our standard claims process.
  Claims Process
  To file a claim for any damaged items:
  Contact Our Office: Please reach out to our customer service team for detailed instructions on the claims process.
  Third-Party Claims Processor: Claims are handled by a third-party processor. Our customer service team will provide you with the necessary contact information and guidance on how to proceed.
  Conclusion
  We believe that the charges applied are justified based on the services provided. If you still have concerns or require further clarification, our customer service team is available to assist you.
  Thank you for your understanding and cooperation. We are committed to resolving any outstanding issues and ensuring your satisfaction.
  Sincerely,
  Customer Service Team
  **********************

• Initial Complaint

  Date:04/19/2024

  Type:Sales and Advertising 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.

  The sales person at United *********************************** ****** (last name redacted) did a very poor and unprofessional estimate of the cost to move. His initial BINDING MOVING ESTIMATE came in at $9445.64. This was approximately $3,000 less that a quote that I had gotten from another moving local company. He also offered to wave fees on some heavier items which he later rescinded.****** kept repeating his line how he had been in the moving business for many years, driven a truck and how much he new about moving. In essence he shot a LOW-BALL price to get the job and the systematically increased the price as the move date approached. This is clearly a case of misrepresentation about their service cost and service. In addition, the waver The shipper has elected to waive the physical and virtual survey and signed the waiver agreement before the shipment is loaded in accordance with 49 CFR ******* (a). I was never offered an option to have either of these surveys done. The second BINDING MOVING ESTIMATE came in at $12906.85 in line with the local mover.I was told by the moving crew that they would be delivering my items in the trucks that it was loaded on. My goods were then transferred to a tractor trailer. When I inquired about this **** (last name redacted) made the terse statement was Its in the contract which she repeated multiple times when I inquired why my items were placed on a tractor trailer and not on the original trucks. The final move cost was $20,590 more than double the initial BINDING MOVING ESTIMATE.

  Business Response

  Date: 05/09/2024

  Thank you for sharing your feedback. We'd like to address the points you've raised in a transparent manner.
  
  1. **Initial Estimate:** Our estimates are based on the information provided by the customer. If any items or services are added or removed, the cost naturally changes. The initial estimate is designed to give a rough idea of the cost, which may not be final until all factors are considered.
  
  2. **Price Adjustments:** The adjustments in the estimate reflect any changes in inventory or additional services requested. Our team strives to provide accurate estimates with the information available at the time.
  
  3. **Waiver of Survey:** The waiver signed indicates that the shipper elected to waive a physical or virtual survey. This process allows us to proceed with the estimate provided by the customer.
  
  4. **Change in Truck Type:** It is standard procedure for items to be transferred to a larger tractor-trailer for long-distance moves. This allows for efficient consolidation of shipments. 
  
  5. **Final Cost:** The final cost was not more than double the original estimate. The final estimate was $20,590, but the final bill was $17,872.
  
  We're committed to transparency and ensuring all aspects of the moving process are clearly communicated. If there are any additional concerns or questions, please feel free to reach out to us directly. 
  
  Best Regards,  
  The Team at United Regions Van Lines

• Initial Complaint

  Date:04/15/2024

  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.

  The movers picked up my household items, and moved me from ********** to *****. three complaints:1. They damaged many items, and have advised they will pay .60 cents per pound of damaged goods. They broke my TV, furniture, its a mess. They are refusing to replace my items.2. They provided me an initial quote of 6600 to move me, then raised the price to *****. (Approx) they counted items twice some times three times and charged me for this!3. They provided me a guaranteed delivery date by three representatives from the company in the window of mar 30 through April 1st) when I called to find out what happened, I was told they would look into this, and offered a credit or rebate. They never called me back, not provided the credit.In short, Ive been shafted and feel heavily shorted. Bad on me for trusting this company- now I deeply regret it.Please help

  Business Response

  Date: 04/24/2024

  We deeply regret the issues you've encountered and sincerely apologize for the dissatisfaction caused by the handling of your move from ********** to *****. Heres how we aim to address your complaints:
  
  1. **Damage Settlement**: We apologize for the damage to your items. As per our policy and the insurance coverage chosen during the booking process, the compensation is calculated at $0.60 per pound of the damaged items. If you believe this does not adequately cover the damages, please fill out a claim form, providing specific details and photographs of the damaged items. We will review these on a case-by-case basis to ensure a fair resolution.
  
  2. **Billing Discrepancy**: It appears there has been a misunderstanding regarding the billing. Our records show the initial estimate was $11,890, and the final charge was $10,951.50, which is actually less than initially quoted. If there are concerns about items being counted multiple times, please provide the inventory lists you have, and we will audit these charges immediately to ensure accuracy and fairness.
  
  3. **Delivery Timing and Communication**: We apologize for any miscommunication regarding the guaranteed delivery date. Our policy clearly outlines that the delivery window is subject to a range of business days. We aim to adhere to these timelines strictly, and your shipment was delivered within the expected timeframe. However, the lack of communication you experienced is not up to our standards, and we are reviewing our processes to ensure more reliable customer service responses in the future.
  
  Your trust is important to us, and we are committed to restoring it. Please contact our customer service directly so we can expedite the review of your case and make things right. Thank you for your patience as we work to resolve these issues.

  Customer Answer

  Date: 05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Their people had absolute lack of regard for my personal items.

   

  1. On day of moving, it started to rain and instead of trying to get it into the truck - they left my boxes outside for over an hour in the rain. They could have moved it into the truck, but the movers made the decision to just leave it. Instead they kept bringing items from inside the house and kept parking it outside in the rain! The damaged the *** my late wife's standing jewelry container/mirror. I will attempt to follow their request to submit a claim - although I have my doubts.

  2. I paid ********. I did not get a discount. If I'm told it came out to be less (per their response), then please refund me the difference.

  3. I was told I would get a discount because of the delivery challenges, and promised a call back confirming this. This never happened.

  4. I just want to be treated fairly. I'm not looking for the world. I just want the key things that were damaged or outright broken - to be replaced or repaired to the state they were before the move.

  5. Lastly, I have not plugged in my fridge either. It too was damaged during transit. Dented. My guess is some boxes fell crashing into it. 

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

  Business Response

  Date: 05/07/2024

  Thank you for sharing your concerns. We apologize for any inconvenience or distress you may have experienced during your move. We would like to address each of your points:
  
  1. **Rain Damage to Boxes and Belongings:**  
     We apologize for the handling of your belongings in the rain. Please fill out our claims form to report any damages to your TV, standing jewelry container/mirror, and other affected items. Our claims team will review your submission and respond according to the coverage on file.
  
  2. **Final Bill and Refund Inquiry:**  
     With all due respect, your final bill was $10,951.50, not $11,890.50. If there is any discrepancy in the payment or you believe an error occurred, please contact our office directly, and we will be happy to review this further.
  
  3. **Delivery Discount:**  
     We understand your frustration. However, since you were ready for delivery on March 30 and the shipment was delivered on April 5th, it was within our estimated delivery window of 0-17 business days. Your shipment was delivered on the 5th business day, so no discount is due.
  
  4. **Fair Treatment and Claim Settlement:**  
     We understand your desire to have damaged or broken items repaired or replaced. Please ensure that all damaged items are included in your claims form so that they can be appropriately assessed and settled according to the coverage on file.
  
  5. **Fridge Damage:**  
     Please include the damage to your fridge in your claims submission. Our claims team will ensure it is reviewed and assessed fairly.
  
  We are committed to addressing your concerns and ensuring a satisfactory resolution. Please contact our office directly if you have any further questions or need assistance with the claims process.
  
  

• Initial Complaint

  Date:04/11/2024

  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.

  On 2/14/24 I had a representative from United Regions Van Lines come and do an in person walk through of our house to provide a residential moving quote. I specifically asked this representative about items like propane tanks, bulk household items like laundry detergent, lotions, etc that were unopened and they said it wouldnt be an issue taking them. We were provided a quote of $25,282.68 for the white glove full home pack and transport to our final destination. I signed an electronic contract between myself and United Regions Van Lines for this amount. The day of our move the company showed up with paperwork providing it to my husband and required him to sign saying it was the day of paperwork, it was an entire new contract for over $40,000. My husband who couldnt read without his glasses (they were packed) stated that we had already paid in full and asked what he was signing the representative said day off paperwork and we were all good. I was never notified in the change of contract and the contract was between myself and the company, not my husband. I had contracted this company to perform a straight delivery and have the email thread to confirm. This company took our belongings to a different location to unload and reload it (not what we were told would happen). Then they told us they would need an additional $15,526 to deliver our belongings. Due to the fact that the one party cannot unilaterally change the terms of a contract without both sides agreeing to the terms and signing off on the contract, the contract they failed to provide to me (the contracted party) should not be valid. Per the ***** 110% rule I believe the cap in what we should have been charged is $2528.26. I believe we were extorted $12,998 in an unethical manner.

  Business Response

  Date: 04/24/2024

  At United Regions Van Lines, we take every complaint and client experience seriously, and it is our goal to ensure transparency and satisfaction in all our interactions. It seems there has been a significant misunderstanding regarding your moving contract and the services rendered. Let's clarify the situation:
  
  1. **Contract and Charges**: Our contracts are detailed and explicitly outline the scope of services and costs involved. If there was a discrepancy between the initial quote and the paperwork presented on the moving day, it is crucial for us to investigate this matter thoroughly. The difference in price you mentioned is substantial, and we are committed to understanding why this occurred.
  
  2. **Documentation and Consent**: It is never our intention to mislead or provide incorrect information to our clients. The claim that a new contract was signed without proper explanation or the appropriate party's consent is deeply concerning. We ensure that all contractual documents are clear and require the explicit agreement of the contracting party before any changes are implemented.
  
  3. **Handling and Delivery of Belongings**: Regarding the handling and rerouting of your items, our policy is to communicate any changes in the delivery process as soon as possible. If this was not communicated effectively, we apologize for the oversight and any inconvenience it may have caused.
  
  4. **Compliance with FMCSA Rules**: We adhere to the regulations set forth by the ****** including the 110% rule. If we have charged beyond what is legally permissible, we will address this issue promptly and adjust the billing accordingly.
  
  Given the seriousness of your claims, we urge you to contact our customer service department directly. We are prepared to conduct a detailed review of your case, including the contracts signed and the service charges applied. Please provide us with the opportunity to rectify any mistakes and ensure that your experience with our company is concluded fairly and to your satisfaction.

  Customer Answer

  Date: 05/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have reached out numerous times to their customer service number provided in the instructions and have not received any response. I have also inquired twice via email to **** ***** who we had been dealing with in the past, she responded once to instruct me to file a claim with a third party for damages but is ignoring my direct questions/concerns related to this complaint.
  
  Regards,
  
  ***************************

  Business Response

  Date: 05/14/2024

  Thank you for reaching out and sharing your concerns. We apologize for any difficulties you've experienced in communicating with our team.
  
  1. ****************** Response:** We strive to respond to all inquiries as promptly as possible. If you've not received a response, it may be due to high volume or an oversight. We urge you to contact us again, and we will ensure your concerns are addressed immediately.
  
  2. **Regarding **** *****:** It's our policy to direct clients to our claims department for any damage-related issues as they are equipped to handle such matters effectively. However, we understand you have additional concerns that need to be addressed directly. We will ensure that **** ***** or another representative gets back to you as soon as possible to discuss your concerns in detail.
  
  3. **Price Adjustment and Compensation:** Based on our records and the terms agreed upon in your contract, we believe the pricing was calculated correctly.
  
  Please contact our customer service again, and we will prioritize your inquiry to resolve any outstanding issues swiftly.
  
  Best Regards,
  The Team at United Regions Van Lines

• Initial Complaint

  Date:04/09/2024

  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.

  The moving company misrepresented their product and services. Despite multiple conversations and questions regarding their moving process, the sales team neglected to disclose hidden costs within the contract and failed to incorporate into the move estimate despite these standard fees being disclosed in the contract. The sales team falsely claimed they provided safe and secure packing of items and handle transportation with care. Items arrived to the destination grossly damage, not wrapped and secured as promised. There was no order to the packing of the truck resulting in damage to antiques and personal valuable items. The moving products included in the pricing and ensured would be used to secure the safety of our household items were inflated - I believe we were charged for items not used. The organization and communication within the company was poor. The information I provided was not relayed resulting in constant need to facilitate information that was already provided. Even on the day of the delivery the driver had to ask me for the address and unit number. I was told different dates and time for delivery. We wasted money on plane tickets to receive the items, only to be told the truck was still not loaded and the dates provided on the recorded line would not happen. I as the customer had to initiate all communication to ask for timelines and status of our items. There was a blatant disregard for handling our items with care, I was not provided an appropriate estimate of the moving costs- we felt our items were held hostage and required to pay hidden fees in cash prior to unloading the truck. We do not have confidence in this companys ability to move our items. We even received another customers belongings. They werent even in a box, just free floating items like a small jewelry box brought in from the truck! Nothing was tagged or labeled as promised. They also promise reassembly of furniture at deliver - no tools we brought on delivery to complete

  Business Response

  Date: 04/24/2024

  We sincerely regret to hear about the frustrations and challenges you've experienced during your move with us. While we strive to provide clear and transparent services, it seems there were significant misunderstandings and shortcomings in your case. Let's address your concerns:
  
  1. **Estimates and Hidden Costs**: Every estimate provided by our sales team is based on the information available at the time and the expected resources required for the move. Our contract does detail all potential costs, and we encourage clients to review these documents thoroughly to understand all possible charges. If there were discrepancies or hidden fees not covered in the contract, we would certainly need to investigate this matter.
  
  2. **Packing and Handling**: The safety and security of your items are paramount to us. It's concerning to hear that your items were not packed and handled with the care we promise. This is not the standard of service we aim to uphold, and we take such feedback seriously to improve our training and procedures.
  
  3. **Communication and Coordination**: Effective communication is key to a successful move. It is unacceptable if you had to repeatedly provide information already given to our team. We will review our internal communication protocols to ensure that all pertinent information is properly relayed and accessible to all relevant parties, including drivers.
  
  4. **Delivery Issues and Mismanagement**: Delays in delivery and incorrect scheduling are deeply regrettable. We understand the inconvenience and cost implications such occurrences can cause. Furthermore, the issue of receiving another customer's belongings is extremely serious and indicates a failure in our process, which we will investigate thoroughly.
  
  5. **Assembly and Tools**: Our policy includes reassembly of furniture where specified. If this service was promised and not fulfilled, it is a failing on our part, for which we apologize and will seek to rectify.
  
  It's clear from your experience that we have areas to improve, and your feedback is invaluable in guiding these improvements. We hope to resolve these issues to your satisfaction and restore your confidence in our services. Please contact our customer service team directly so we can address and resolve each concern you've raised effectively.

• Initial Complaint

  Date:03/22/2024

  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.

  April 21, 2023-contract signed with United Regions Van Lines Date to be moved out of present retirement home June *****. Not moved until July 1, ***************************************************************************** Sun. They came Saturday night at 9:30 pm and against the home's policy insisted for us to okay their packing.We were berated by our ad We were gone on June 30 as we said we would. Our son drove 25 mi. to be there as we could not go due to our age and health, both 86 years. They needed our signature to actually our things but could not take until we signed. We made arrangements the next morning, July2 to meet and sign papers so they could move things to truck which, against our better judgement, we did.We were berated by our adinistrator for moving on Saturday and Sunday and charged for rent and other monies. We were charged much more than original contract. We paid for full pack and packed 2/3 of our own things.When goods arrived in ** we were missing at least 5-6 boxes. .We found 3 delivered to ***** and lady there called us and finally fedXed them to us as moving company did not after being notified for over a month. 2 or 3 other boxes are still missing and I am trying to work with the moving claims company for that and they are not not cooperating. This move was a nightmare and and we were not treated well at all. Phone calls and many text messages were not answered and no help was given as promised.

  Business Response

  Date: 04/12/2024

  We at United Regions Van Lines understand the challenges involved in coordinating a move, and we strive to align our services with the specific requirements and schedules of our clients. We regret any misunderstanding that occurred during your move, particularly with respect to the timing and the policies of your retirement community.
  
  1. **Scheduling and Communication**: While we always attempt to accommodate preferred dates and times, it seems there was a crucial oversight regarding the specific moving restrictions at your community. We appreciate that more effective communication from your end regarding these restrictions would have helped prevent this situation.
  
  2. **Packing and Delivery Concerns**: We also acknowledge the issues with the delivery and tracking of your belongings. It is our priority to ensure all items are accounted for and handled with care. If any of your possessions were misplaced or delivered to the wrong location, we are committed to resolving these issues promptly.
  
  3. ****************** and Support**: We aim for excellence in customer service and regret if your experience did not meet our standards. We are actively working on improving our customer communication to ensure clarity and promptness in our responses.
  
  We encourage you to contact our customer service team to discuss further how we can address your concerns, particularly any additional costs incurred due to the move's timing and the handling of your belongings. Our goal is to resolve these issues to your satisfaction and ensure that all aspects of your experience with us are handled appropriately.
  
  Please reach out to us so we can make the necessary adjustments and provide the support you need. We value your feedback and are here to help.

  Customer Answer

  Date: 04/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.] There was a lack of communication on the part of  moving company. I called  and texted many times with no response from them.I did what they told me to do as filed in the complaint.

  I had a very hard fall on my face April 10 hence the delay in this response. 

  I am also waiting to hear from their insurance company as I filed a claim in February. Sent papers twice and still no response.

  
  Regards,
  
  *******/*****************************

  Business Response

  Date: 04/30/2024

  We regret to hear about the difficulties you have experienced with communication and the unfortunate incident that led to a delay in your response. We strive to maintain prompt and responsive communication with all our clients and apologize if this standard was not met in your case.
  
  Regarding your communications, our records show that the last interactions with our customer service were on January 11, 2024. We would like to investigate further any subsequent attempts you made to reach out that did not receive a response. Please provide us with specific dates and times of these attempts, if possible, so we can thoroughly review our call logs and messages.
  
  Concerning your insurance claim, we understand the urgency and importance of resolving these matters. If you have already submitted the necessary paperwork twice without a response, we urge you to directly contact our claims department again for an update. If there are any discrepancies or further information required to expedite your claim, our team will provide immediate assistance.
  
  Please reach out to us directly at your earliest convenience, so we can address these issues promptly. Your satisfaction and the resolution of your concerns are very important to us.

  Customer Answer

  Date: 05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *******/*****************************

  Customer Answer

  Date: 05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  I have contacted Moving Claims many times and they keep sending me the same form letters.  We are getting no help from them or you.

  We don't know what to do as we request help and we get nothing. I have sent them our claims papers via registered mail and have received the return signed receipt which means they did receive it.  I sent a second set of claims papers April 10 and no respnse to them either. 

  Regards,
  
  *******/*****************************

  Business Response

  Date: 05/07/2024

  Thank you for reaching out to us again regarding your claim. We apologize for the frustration you are experiencing with the claims process. It is important for us to streamline and address your concerns efficiently.
  
  We want to clarify that all claims are processed electronically to ensure faster and more accurate handling. To expedite your claim, please submit your information through our online claims form. This method helps us to track and manage your claim more effectively, ensuring no paperwork gets misplaced or delayed.
  
  If you have already submitted your claims online and still have not received a proper response, please provide us with the claim number or confirmation of submission so we can investigate this matter directly and provide you with an update as soon as possible.
  
  We are committed to resolving your issues and appreciate your patience as we work through this process. Please contact our customer service team directly if you need assistance filling out the online form or have any other inquiries.
  

• Initial Complaint

  Date:03/17/2024

  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 Regions Van Lines was hired based on rates they gave me which later changed. This is the absolute worst moving company Ive ever heard of.Communication is terrible. They quoted one price then hit me up at midnight during packing for $10k more even though the way they were packing was designed to take more space. They told me if I didnt approve I could move the stuff myself. There was no customer service to talk to at this time.The movers were taking food out of my pantry and eating it right in front of us. They drove rented trucks. They drive these trucks all over my lawn causing damage and I was told thats not their problem.The customer service team was closed for a couple of days after my items were picked up and ignored my claims but called me back to figure out how I was I going to pay them more money. I debated how much they were charging and was told I needed to pay to get my stuff. It took 3 weeks to get my stuff. They would not tell me when it was coming. This is maddening. When the moving truck came I measured the space filled and it was considerably less then what I was charged for and customer service would not acknowledge.There was a considerable amount of damage to my items. The movers didnt do a proper job labeling the boxes so the movers on the delivery end had to open up all boxes to figure out where they get delivered to. By my calculations I was overcharged by $10k. Stay away from this company. Doing business with them feels like you are being constantly violated and taken advantage of. I have researched them quite a bit since my experience and found that they have consistently terrible reviews and the safety of their drivers and equipment is unsafe according to government websites. There is absolutely no reason to deal with these people.

  Business Response

  Date: 03/28/2024

  At United Regions Van Lines, we're dedicated to providing clear communication and transparent services to all our clients. Its important to clarify that any changes to the initial quote are a result of adjustments in the inventory which directly impact the total cost. We ensure that all packing methods are in compliance with industry standards to safeguard your belongings during transport.
  
  We sincerely apologize for any inconvenience or discomfort you experienced due to the behavior of the moving team; this is not representative of our company's standards. Our fleet consists of leased trucks that undergo regular maintenance and safety checks, ensuring reliability regardless of whether they are owned or leased.
  
  Our customer service operates with the commitment to be responsive and available to our clients needs. We regret any communication gaps you might have experienced and assure you that our team is on hand to address concerns as they arise.
  
  Regarding the delivery window, our aim is always to deliver within the estimated timeframe, taking into account the logistical challenges that can affect moving schedules. We understand the importance of receiving your belongings in a timely manner and strive to keep our clients informed throughout the process.
  
  If there's a discrepancy in the billed space usage, we encourage clients to provide specific details so that we can address and resolve any issues directly. Were committed to fair billing practices and are open to reviewing any concerns you have regarding overcharging with the appropriate documentation.
  
  Your feedback is invaluable for us to improve and ensure that our service meets the high standards our customers expect. We invite you to reach out directly to our customer service team to discuss any unresolved issues, including any claims for damages, to find a satisfactory resolution.
  
  Thank you for bringing your concerns to our attention. We are dedicated to continuously improving our service and customer experience.

   

  Sincerely,

  United Regions Van Lines.

  Customer Answer

  Date: 03/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They were notified several times about the overbilling and ignored it or told me I was wrong. The amount of goods was actually less than what they quoted out. They based their quote on a video call where they could see everything that was being moved. Communication was absolutely terrible. They have still never addressed the theft, damage to my property and the overbilling. Terrible company with a terrible reputation. Give me back the money you owe me, $10,000 and please stop holding peoples stuff hostage and extorting them for more money. 
  
  Regards,
  
  *********************************

  Business Response

  Date: 04/04/2024

  We're sorry to hear about your experience and want to address each of your concerns directly:
  
  - **Overbilling Concerns**: We take claims of overbilling seriously. If there's a discrepancy between the services provided and the charges applied, we're committed to investigating and resolving the issue. We encourage you to provide specific details so we can review your case accurately.
  
  - **Inventory Count Discrepancy**: The initial estimate based on a video call is designed to give us an understanding of your moving needs. However, it's not uncommon for the actual inventory to differ once everything is prepared for the move. We aim to provide the most accurate estimate possible, and any adjustments are made transparently and with customer acknowledgment.
  
  - **Communication**: We apologize for any lapses in communication you experienced. Providing timely and clear communication is a priority for us, and we are continuously working to improve our customer service experience.
  
  - **Theft and Damage**: We are very concerned about your mention of theft and damage. We urge you to file a claim with our claims department if you haven't already. This process is in place to ensure that any issues with theft or damage are properly documented and addressed according to your moving insurance policy's terms.
  
  - **Company Reputation**: While we regret that your experience was not positive, we strive to ensure satisfaction for all our customers. We take feedback seriously and use it to improve our services. The majority of our customers have had positive experiences, and we work hard to maintain and build upon that standard.
  
  We understand your frustration and would like to work with you to resolve these issues. Please contact our customer service team directly so we can take the appropriate steps to address your concerns. Our goal is to ensure that all customers have a satisfactory experience with United Regions Van Lines, and we're here to help make that happen for you.
  
  Sincerely,

  United Regions Van Lines.

  Customer Answer

  Date: 04/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I was overcharged for 1000 cubic foot. I communicated this several times. Please refund what you owe and stop scamming people.]
  
  Regards,
  
  *********************************

  Business Response

  Date: 04/10/2024

  We appreciate your feedback and understand your concern about the charges. According to our records, the initial estimate provided for your move was based on 3600 cubic feet. However, the final billing was actually for 3350 cubic feet, which is 250 cubic feet less than estimated. This indicates that, contrary to being overcharged, you were billed for less space than initially anticipated.
  
  We take all claims of overcharging very seriously and are committed to ensuring our pricing is transparent and fair. If there's a discrepancy in the charges or if there's further information or specific details regarding the 1000 cubic feet you mentioned, we encourage you to provide us with more details so we can investigate the matter thoroughly.
  
  Our goal is to resolve any issues amicably and to your satisfaction. Please contact us directly with any additional information you can provide, including any communications or calculations leading to the belief of being overcharged, so we can address and rectify the situation accordingly.

  Customer Answer

  Date: 04/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *********************************

  Customer Answer

  Date: 04/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [This is not accurate. The intial quote was 2333 cubic foot and that is close to what you used. ]
  
  Regards,
  
  *********************************

  Customer Answer

  Date: 04/12/2024

  Charged more than space used. Charged more than quote. 

  Business Response

  Date: 04/30/2024

  We have carefully reviewed your situation and, after thorough consideration, we regret to inform you that a refund cannot be issued based on the terms of the signed agreement and the services provided. We understand this may not be the outcome you were hoping for, and we are genuinely sorry for any inconvenience or dissatisfaction you have experienced.
  
  We remain committed to providing our customers with transparent and fair service. If there are other ways we might assist you to address any remaining concerns, please let us know. Our goal is to ensure that all of our customers' experiences with United Regions Van Lines are positive, and we are here to help in any way we can within the framework of our policies.
  
  Thank you for bringing your concerns to our attention. We value your feedback as it helps us improve our service and customer interactions. If you have any further questions or need additional clarification on the details that led to this decision, please do not hesitate to contact our customer service team.

• Initial Complaint

  Date:03/15/2024

  Type:Delivery 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.

  Outlined below is information and documentation, regarding a formal business practices, complaint against United *********************** Van ************************ first contracted with them on 12/12/2023. The pickup date was 1/30/2024 and the delivery date was 2/14/2024. During the entire process of choosing, and then contracting with, United Regions Van Lines, I was defrauded. I consistently received inaccurate and false information from the company representatives.During the contracting process, I was told at once our goods were picked up - they will remain on the same truck that would deliver the items to our new home. That was untrue. The movers who picked up our goods, arrived in rental vehicles. The driver told me he was taking the items to a depot in ********. The items would then be loaded onto a different truck for transport across the country.Eventually, I was charged 25% more than the initial estimate I received and 60% more than the final estimate.I was charged $1410 for packing supplies such as blankets, bubble wrap, tape and boxes. Besides the furniture, the packing materials were used for items I had already packed into totes and boxes. I was never told in advance that I would need cash on hand for this amount.When I was given the final estimate of just over $9900 prior to the pick up, I was told I would need $4225 cash on hand for the driver. After the driver recalculated the load to be 2200 cubic feet, the amount I actually need to have on hand was over $7200.On the day our items were picked up, I was told that the total cubic feet in the truck was over 2200 ft. This was significantly more than our second estimate of 1600 cubic feet.I was told that our total item count was 276 items, yet the document sheets from the driver totaled only 186 items. We received all of our items.

  Business Response

  Date: 04/12/2024

  At United Regions Van Lines, we take allegations of misinformation and discrepancies in service very seriously and regret any misunderstanding or inconvenience you may have experienced during your move.
  
  1. **Miscommunication Regarding Truck Use**: We apologize for any confusion regarding the transportation of your goods. It is our standard practice to transfer items to a central depot for long-distance moves to consolidate loads efficiently. This process ensures safer and more organized transport, though it does involve transferring items between trucks. We aim to provide clear communication about this process, and we regret any oversight in conveying this to you initially.
  
  2. **Billing and Estimates**: Regarding the charges, the initial estimate provided was based on the anticipated volume and services required as per the information available at that time. The final billed amount of $15,910, which was less than the initial estimate of $16,467, reflects the actual volume after loading. It appears there was a misunderstanding about the volume and final costs. The need for additional packing materials and their associated costs typically arise from the actual packing process, where the objective is to ensure the safety and integrity of all items during transport.
  
  3. **Payment Requirements**: The necessity for cash payment is a standard industry practice intended to ensure the payment is settled at the time of service completion. We understand this might not have been communicated clearly, and we apologize for any inconvenience this caused. We strive to make all financial requirements as transparent as possible during the contract phase.
  
  4. **Inventory Discrepancies**: As for the cubic feet and item count discrepancies, it seems there might have been an error during the inventory documentation. We take responsibility for any errors made and appreciate your understanding that such discrepancies were not intended to mislead or overcharge.
  
  To address these issues and ensure your satisfaction, we invite you to contact our customer service team directly. We are committed to reviewing your case in detail and discussing potential adjustments or refunds for any discrepancies in billing and service. Please reach out to us at your earliest convenience so we can resolve this matter to your satisfaction.

  Customer Answer

  Date: 04/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I will contact the business directly, per their invitation to do so in their response.  I am hopeful that we will resolve this matter and we can move on from the complaint.  However, in the event we cannot resolve this matter, I am writing this response below to ensure the BBB case is still active.

  Regarding the response from the business, I am countering each of their points:

  1. One of the business representatives told me that all conversations with customers are recorded.  I am requesting a copy of all of the transcripts.  The agent assured me there would be no transfer of goods on 2 or 3 dfferent occasions.  It's one of the main reasons I chose your company.  It was not a mistake by the agent, it was deliberate delivery of false information.

  2. The original estimate I was provided on 12/12/2023 was $11,244.11 - not $16,467 as you stated in your letter.  I was asked to pay a 25% deposit, which I did.  The amount I paid was $2,754 - which is 25% of 11,244, not 16,647.  The second estimate I was provided was for $9,996.00  That's $2,400 less than the original.  Your final bill was $6,000 higher than the 2nd estimate.

  4.  I will be in touch with the business to discuss the inventory discrepancies.  Hopefully, this will resolve the matter.  Thank you.
  
  Regards,
  
  *******************************

  Business Response

  Date: 05/03/2024

  Thank you for your detailed response. We apologize for any confusion or inconvenience that *** have occurred. It's crucial for us to ensure that all information provided is accurate and transparent. To discuss this further and address the discrepancies you've highlighted, please contact our office directly at your earliest convenience. We're committed to resolving these issues and ensuring your satisfaction. Thank you for bringing these matters to our attention.

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have called the business twice since receiving the responses from the business, through the BBB. tje first call was on April 29 and the second was today, May 7. 
  

  Even though the response from the business was inviting me to call them to resolve my issues, both calls resulted in an immediate refusal to discuss my complaint. On todays call, company representative **** *****, said she never read my complaint, didnt intend to, and said she was under no obligation to read it or to speak with me. 
  

  I find this treatment to be irresponsible and inappropriate. Id like a refund of $4,000 to compensate for their errors and overcharging. 
  

  Please advise as to next steps. 
  

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

  Business Response

  Date: 05/14/2024

  We regret to hear about your continued dissatisfaction and the communication issues you've experienced with our team. Our goal is always to provide responsive and considerate customer service.
  
  1. **Communication:** It's concerning to hear about your experience with our representative. We take such feedback seriously as it helps us improve our service. I will ensure that this matter is addressed internally and that our staff are reminded of the importance of thorough and respectful communication with all our clients.
  
  2. **Review of Complaint:** While not all staff members may be directly involved in handling complaints, it is our policy that anyone in a customer-facing role should be familiar with ongoing issues to assist effectively. We apologize if this was not the case during your interactions.
  
  3. **Refund Request:** Based on the information previously reviewed and the terms of your contract, we maintain that the charges were appropriate. However, we are committed to ensuring customer satisfaction and are willing to review the details of your case once more to ensure all charges were correctly applied and no errors occurred.
  
  4. **Next Steps:** Please send us a detailed account of the errors and overcharging claims via email, including any supporting documentation you might have. We will review this information promptly and get back to you with a resolution.
  
  Please reach out to our dedicated customer service line and request to speak with a manager or a member of our resolutions team. We aim to resolve your concerns to your satisfaction.
  
  Best regards,
  The Team at United Regions Van Lines

• Initial Complaint

  Date:03/13/2024

  Type:Delivery 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.

  On 8 Feb 24 United Regions van lines came to pick up my belongings. They were to ship it to me in ********** from **. I paid a deposit of ******* then ******* at pickup based on what ******************************* stated it would cost. The movers said my shipment weight was more than estimated even though I told Champion everything I had down to the number of boxes. I had already purchased the ** and asked what to do? The ************** said you can pay the rest at delivery. I received a call on 15 Feb 24 that stated I had to paid an additional amount over ***** before they would move my belongings. My things were supposed to be delivered on 16 Feb 24. The customer service lady said that was only the first estimate and they had ***** more days before they had to deliver my things. I called on ************************************************************************** ** in a warehouse waiting for a freight to come to **********. I have been sleeping on an air mattress and have gotten sick due to this. They are not answering the phones when I call. I am a senior citizen that they have taken advantage of. It does not take over a month to ship belongings. I found others that have or are having the same issues. When I reviewed them United was supposed to be a reputable company. United Regions van lines is not associated with them. Please help me gety money over $5000.00 thus far and my belongings.

  Business Response

  Date: 03/28/2024

  At United Regions Van Lines, we strive to provide transparent and accurate information throughout the moving process. We apologize for any confusion regarding the pricing and shipping estimates. Our estimates are based on the initial inventory provided by the customer, and any changes to the inventory or additional services requested can affect the final cost. It's important to clarify that our pricing model is based on volume rather than weight, which is a common industry practice designed to offer customers a more precise estimate.
  
  We understand that changes to the estimated cost can be frustrating, and we aim to communicate these adjustments as clearly as possible. The method of payment, including the use of money orders, is designed to facilitate a smooth transaction process for our customers. We're sorry if there was any miscommunication regarding the payment of the balance at delivery.
  
  Regarding the timing of deliveries, our contractual agreement outlines a delivery window that begins on the first available day for delivery. This window allows us to manage logistical complexities and ensure the safe transport of your belongings. We regret any inconvenience caused by delays in the delivery of your shipment. Our team is committed to keeping our customers informed of their shipment status, and we apologize if you felt that communication was lacking at any point.
  
  We take the concerns of all our customers seriously, especially those of senior citizens, and we do not condone taking advantage of anyone's situation. Our goal is to provide a service that is both reliable and accommodating, and we are continually working to improve our communication and delivery processes.
  
  We are here to address your concerns and provide support throughout your moving experience. Please feel free to reach out to our customer service team for any further assistance or clarification. Your satisfaction and peace of mind are of utmost importance to us, and we appreciate your patience as we work to resolve any outstanding issues related to your move.
  
  Sincerely,

  United Regions Van Lines.

  Customer Answer

  Date: 04/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [United Regions van lines has done this type of business with customers before . I recently found this out. They would not answer my calls to clarify anything. I don't understand why what their representative an I went over TOGETHER was then considered based on something other than what was told to me. I did not misunderstand. The delivery date stated 10 days from first delivery which would have been on 26 February 2024 not in the middle of March. My belongings were in a warehouse for no legitimate reason at all. I am still missing a small TV. I had no means of clothing and furniture. When my supervisor contacted them , who is a military officer, then they decided to deliver my belongings.]
  
  Regards,
  
  ****** Good

  Business Response

  Date: 04/10/2024

  We understand your concerns and would like to address them thoroughly:
  
  - **Communication**: We are committed to maintaining open and transparent communication with all our customers. Our office staff is consistently available to answer calls and provide clarifications. If there was any difficulty in reaching us, we sincerely apologize for the inconvenience and will look into improving our responsiveness.
  
  - **Clarification on Agreement**: It's crucial for us that all agreements and understandings between our representatives and customers are clear and mutually agreed upon. If there seems to have been a misunderstanding regarding the terms discussed, we are open to reviewing the conversation and ensuring that all parties have a consistent understanding moving forward.
  
  - **Delivery Window**: The delivery window provided in our agreements is typically expressed in business days, aiming to accommodate for various logistics and scheduling needs. If there was any confusion regarding the delivery timeframe, we apologize for any inconvenience this may have caused. We always strive to meet our delivery schedules as closely as possible, and any delay in the warehouse was in the effort of consolidating shipments for efficiency and environmental considerations.
  
  - **Supervisor's Intervention**: While we treat all our customers with equal importance and urgency, we appreciate the additional context your supervisor provided. It was never our intention to delay your delivery, and we aim to resolve any issues as swiftly as possible, regardless of the parties involved.
  
  - **Missing Items**: The issue of the missing TV is taken very seriously. Please be assured we are committed to resolving this matter. We ask that you file a detailed claim through our claims process so we can expedite a search and compensation for the missing item if it cannot be located.
  
  Your feedback is invaluable to us, and we are committed to using it to improve our services. Please reach out directly for any further assistance or clarification.

• Initial Complaint

  Date:02/13/2024

  Type:Sales and Advertising 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.

  I paid upfront a large sum around $3,235.00, discount $1,900.00. Then $1,781.85 for packaging. Then $they added or increased to $14,027.85 in *********. Then when I finally moved to ********** ****. They added $5,000.00 which in both cases One withdrawal from my ***** Fargo account. One was wire transfer. Then upon receipt of goods I had broken glass picture frames, damaged electronic equipment cd changer,bedding screws missing. My **** multi channel av receiver k**** damaged. Poor customer service support. Over payment of services.

  Business Response

  Date: 02/14/2024

  Dear Customer,
  
  Thank you for reaching out and sharing your concerns. At United Regions Van Lines, we strive to ensure a seamless moving experience for all our clients, and we regret to hear that your experience did not meet these standards.
  
  Regarding the financial aspects of your move, we understand your concern about the payment and charges incurred. Based on the records, the original estimate provided to you was $11,097. The final charge amounted to $11,907. This slight increase is attributed to the actual services rendered, including packing and materials that were necessary for the safety and security of your belongings during the move. We assure you that all charges were calculated in accordance with our policy and the services requested.
  
  We are genuinely sorry to learn about the damages to your belongings, including the glass picture frames, electronic equipment, and the missing screws for your bedding. Additionally, we acknowledge the damage to your **** multi-channel AV receiver k**** United Regions Van Lines takes full responsibility for the well-being of your items while in our care, and we encourage you to file a claim form for any damaged or missing items. Our claims department is committed to processing your claim efficiently and ensuring a fair resolution.
  
  Please contact our customer service team to initiate the claims process. We will need detailed information about the damaged items, including any available photographs and descriptions, to assess the damages accurately and provide appropriate compensation as per your moving coverage option.
  
  We apologize for any inconvenience and frustration you have experienced and want to assure you that we are dedicated to resolving these issues to your satisfaction. Our team is here to support you through this process and address any further concerns you may have.
  
  Thank you for your patience and understanding. We value your business and are committed to making this right.
  
  Sincerely,
  United Regions Van Lines **************** Team