Complaints

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

• Initial Complaint

  Date:13/02/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please find the formal complaint letter attached.

  Customer Answer

  Date: 13/02/2024

  Hello,
  
  You can find the brief outline of what is happening and what I am seeking from the business to resolve it below.
  
  During a move managed by a this moving service, my ** ** ** **** television was damaged due to being exposed to extreme cold temperatures (-30°C/-22°F) after the moving truck broke down. Despite not turning on the TV for over 48 hours after delivery to avoid damage from the cold, it was still inoperable. My claim for compensation was denied by the moving service, which I found surprising and unjust, considering the circumstances were beyond my control.
  I am now seeking a fair resolution, including a reevaluation of my claim with the hope of receiving partial reimbursement for the television or another form of fair compensation. I expect a response within 14 days to avoid pursuing legal recourse and/or involving consumer protection bodies. I hope for a prompt and positive resolution that acknowledges the inconvenience caused, and I am open to discussing this matter further through direct communication, hoping to maintain my patronage with the company if this issue is satisfactorily resolved.

  Business Response

  Date: 14/02/2024

  Dear Mr. *****,

  We
  appreciate you taking the time to communicate your concerns through the BBB
  regarding the damage to your television during your recent move with United Van
  Lines (Canada) Ltd. We understand the frustration that can arise from such an
  unfortunate incident and apologize for any inconvenience caused.

  Upon reviewing
  your claim, we must address several key points regarding the circumstances of
  your move. Firstly, we acknowledge the unexpected delay caused by the
  mechanical issue with the moving truck, resulting in an additional 2 days of
  transit. However, it's important to note that your shipment was planned to be
  in transit for 20 days, and the extension by 2 days does not significantly
  alter the overall transit duration. Therefore, attributing the damage to your
  TV solely to these two additional days is an unreasonable assessment.

  Furthermore, we understand
  your decision not to purchase coverage for your items and recognize that
  extreme weather conditions can pose risks to electronic devices. While we
  sympathize with the situation, we must clarify that our responsibility as a
  carrier extends to the safe transportation of goods under normal conditions. As
  such, we must adhere to industry standards and guidelines, and unfortunately,
  we cannot be held liable for damages resulting from circumstances beyond our
  control, such as extreme weather conditions during transit.

  Nevertheless, we take your
  concerns seriously and want to ensure a fair resolution. We have conducted an
  internal investigation, and at this time, there is no evidence of mishandling
  or that the television is not working as a result of the relocation. However,
  in the interest of transparency and resolving this matter amicably, we
  recommend having the TV inspected by an authorized ** TV repair shop to
  determine the specific issues and causes of damage.

  Should the inspection report
  indicate that the damage was a result of mishandling during the move, we
  encourage you to submit the report for further consideration. We are committed
  to addressing valid claims promptly and fairly.

  We
  appreciate your patience and understanding in this matter. Please feel free to
  contact us directly at ******@********.ca to discuss this further or provide any additional information you may have.

  Sincerely,

  Louise B.
  Customer Care Representative | Customer Care

  Customer Answer

  Date: 20/02/2024

  
  
  Complaint: ********
  
  
  
  Dear United Van Lines Ltd.,
  
  I hope this message finds you well. Following our recent communication and as per your suggestion, I reached out to **'s technical service for an assessment regarding the damage to my TV incurred during the move. The technical experts at ** have informed me that it is challenging to pinpoint the exact cause of the damage, whether it was due to physical mishandling or the adverse effects of being stored in extremely cold temperatures.
  
  In light of this, and to foster a constructive resolution to my complaint, I propose a solution that I believe is fair under the circumstances. If United Van Lines Ltd. is willing to cover the labor charges for the repair, which have been quoted at $150, I am prepared to consider the matter satisfactorily resolved. This compromise seems reasonable, reflecting a shared responsibility for the unfortunate situation and a commitment to customer satisfaction.
  
  I trust that this proposal demonstrates my willingness to work towards a positive outcome for both parties. Covering the labor charges not only showcases your company's dedication to exceptional service but also reinforces the trust that customers, including myself, have in your business.
  
  I appreciate your prompt attention to this matter and look forward to your response. Should you have any questions or require further details, please do not hesitate to contact me.
  
  Thank you for considering this resolution. I am hopeful for a swift and amicable conclusion to this issue.
  
  Warmest regards,
  **** *****

  Business Response

  Date: 29/02/2024

  Dear Mr. *****,
  
  Although the Carrier is not able to accept liability for this item, in the spirit of compromise and as a gesture of goodwill, our cheque in the amount of $150.00 will follow shortly by mail.
  
  Kind regards
  
  Louise B.
  Customer Care Representative
  

  Customer Answer

  Date: 12/03/2024

  Dear United Van Lines (Canada) Ltd. Team and Better Business Bureau,  
  
  I hope this email finds both parties well. I wanted to extend my heartfelt gratitude for your patience, support, and the collaborative efforts in resolving the complaint I filed. Additionally, I would like to explain that my delay in responding was due to awaiting a direct mail from the business regarding this issue, which I believed was essential for a comprehensive resolution.  
  
  To the Better Business Bureau, your platform has been instrumental in facilitating a fair and effective communication channel between consumers and businesses. I deeply appreciate the guidance, professionalism, and integrity with which my case was handled. Your commitment to ensuring consumer satisfaction through mediation is invaluable.  
  
  To the United Van Lines (Canada) Ltd. Team, thank you for your understanding and for the steps taken to address my concerns. Your prompt and considerate response has not only resolved the matter but also reinforced my confidence in your commitment to customer satisfaction. This experience has truly exemplified the importance you place on customer service and the lengths you go to ensure a positive outcome.  
  
  As an acknowledgment of our resolved matter and the exceptional service provided by both the BBB and United Van Lines (Canada) Ltd., I kindly request that this message be ******** to the case file. This gesture is intended to highlight the positive resolution achieved through our collaborative efforts and the high standard of care both parties uphold.  
  
  I am grateful for your patience and the opportunity to await the necessary communication from the business, which ultimately facilitated a satisfactory resolution. Thank you again for your dedication to resolving customer concerns with such diligence and empathy.  
  
  Warmest regards,
  **** *****

• Initial Complaint

  Date:03/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Employed by the Federal government and in February 2023 offered a new position at a new location. Along with the offer, I was entitled to relocation costs coverage under **** and the National Joint Travel Directive (NJC), including a full pack and move by United Van Lines.
  - Packing day was July 19, loading date was July 21.
  - All goods packed by 2 ladies.
  - All goods loaded by a crew of 1 adult and 5 high school kids.
  - Hot tub was emptied and easily located, as per the PreMove Information Booklet,
  - Goods sat in a transport until August 31, along with goods from come other location. Month of August was very hot.
  - Day of unpacking, the house was fully furnished, so goods stored in the attached double car garage ad hot tub put at back on concrete patio, where it would be set up. Good unloaded again by 2 adults and 3 teenagers.
  - Hot tub damage reported day of unloading, a form was completed and I have a copy. Pictures were taken of the damage and sent to United Van Lines in a claim.
  - We did our own unpacking, as the house was furnished. It came to our attention that we had nearly $2000 worth of women's articles missing and unaccounted for.
  - Claim denied by United Van Lines, as they stated "Unfortunately, it has come to our attention that your household goods were delivered to a garage vs. to your residence on the date of delivery. For this reason, the carrier is not able to accept liability."
  - The hot tub, and all our goods were delivered to our residence. The hot tub was put exactly where we would have used it.
  - I realize that because we unpacked out goods, we are out of luck for the $2000 worth of missing goods, but the hot tub issue was done by the book, as it was prepared as they asked for and damaged while in their possession and storage.
  - The hot tub was delivered to our residence, hence making their reasoning unwarranted.
  - We are asking for restitution of $8000, the value of the hot tub, which was also given to United Van Lines.

  Business Response

  Date: 06/11/2023

  Thank you for reaching out regarding your recent relocation. Please allow us some time to look into this matter further for you and we will get back to you as soon as possible.

  Customer Answer

  Date: 20/11/2023

  Sorry for the delay, as I was back and forth in contact with *****. 
  
  They are only offering to cover $3250 towards my hot tub. They are stating, “The settlement we have detailed for the soft tub is our maximum liability.  The item is of indeterminate age, i.e. no available serial number to verify when it was manufactured.  In addition, it was not declared as a high value item on the form provided for this purpose (in excess of $5,000.00) as is required by the contract that governed your move. The estimated depreciated value has been issued to you in the amount of $3,250.”
   
  
  Even thou the hot tub at the time, we had not estimated it to be over $5000.00, as we only paid approx.. $4000. Had we known the high probability of damage, we would have looked in it more, but honestly, everything was so rushed by them.
   
  
  Lastly, regarding the articles that seem to have never made it on the truck or disappeared from the truck, they had this to say: “Unfortunately, without documentation to substantiate missing articles, we cannot accept liability for them.”
   
  
  All this, to express my deep disappointment and frustration with the services provided by ***** moving, during my move from Alexandria to Portland. I had expected a smooth and stress-free relocation, but unfortunately, my experience has been far from satisfactory.
   
  
  Upon unpacking my belongings, I discovered that several items were missing altogether, and to my utter disbelief, it appears that they were stolen during the moving process, as they cannot be located anywhere. This has been an extremely distressing experience, and I feel compelled to bring these issues to your attention.
   
  
  I understand that unexpected incidents can occur during the moving process, but the scale of damage, loss, and theft I have experienced is unacceptable. As a customer, I entrusted ***** Vanlines with the responsibility of ensuring the safe transport of my belongings, and the current state of my possessions reflects a blatant disregard for professionalism and care.
  
  
  Thank you 
  Serge Picard 
  
  613-676-2684 
  

  Business Response

  Date: 20/11/2023

  Good day,

  Please note, ***** Van Lines is an entirely different
  company. Your employer contracted United Van Lines to provide your relocation
  services.
   
  We have paid you an advance of $3,250.00 towards replacement of the hot tub. Once
  the item is replaced, submit your receipt for additional reimbursement up to
  the carrier’s maximum liability of $5,000.00. ********** ****** ********.
  
  Your
  employers Pre-Move Information Booklet provided to you prior to your relocation
  explains High Value Items, the High Value Inventory form, and what is required prior
  to shipment. Your signature on the form acknowledges that you have read and
  understand the information contained in the booklet, *** ********.
  
  As noted in the Pre-Move Information Booklet, do not sign the
  inventory until you have examined your goods and noted any damaged or missing
  items on both the driver’s copy and your own copy of the inventory. If you fail
  to note damages/losses at this time, this portion of your claim may be jeopardized.
  You did not note any missing items at the time of delivery to your garage. As
  such, the carrier is unable to accept liability for missing items.
  
  If you suspect theft, we recommend you file a police report
  and provide a copy to our office.
  
  Regards
  
  Louise B.
  Customer Care Representative
  United Van Lines/Mayflower

• Initial Complaint

  Date:13/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are filing a claim for a broken freezer during a move with United Van Lines. Initially, we received an email confirmation with an attached PDF, which included the move price and our purchased valuation for full replacement coverage. However, after the move, United Van Lines declined to fully cover the cost of the freezer, citing the terms and conditions stated in their bill of lading. The main issue we encountered is that the emailed bill of lading we received when reserving the move did not contain any terms and conditions for us to review and sign on moving day. Furthermore, the bill of lading was only presented to us after the moving truck had already been loaded. Despite the freezer's original cost of $1,000, United Van Lines only offered partial coverage. We have become aware of similar cases reported in other cities, suggesting potential unethical practices resembling bait and switch tactics. Therefore, we strongly request an investigation into these immoral practices. While we would appreciate receiving the remaining $500 owed, our primary objective now is to urge the BBB to take appropriate action in order to protect future consumers from experiencing the same frustrations and financial losses we encountered. Please note that the contract is under the name ******* Poulter, but I have been handling all communication with United Van Lines on her behalf.

  Business Response

  Date: 17/07/2023

  While valuation coverage was purchased, it must first be
  determined that the damage being claimed is new and due to mishandling on the
  part of the carrier. At the time of delivery, there was no physical damage to
  the freezer noted.
  
  The damage being claimed is of a mechanical nature.
  Mechanical malfunctions are excluded from the carrier’s liability as we cannot
  know the functionality prior to transport. A service company inspected the
  16-year-old freezer and found it was not cooling as there was no freon in the
  system, likely due to a leak. This would not be considered new transit related
  damage. Worn parts or the age of an item can cause mechanical malfunction to
  occur at any time.
  
  The customer indicated that the freezer was working prior to
  the move. Although the carrier did not cause any physical damage to the freezer
  during transport, as a gesture of goodwill a settlement of $500.00 was
  provided. No further settlement will be issued.

  Customer Answer

  Date: 18/07/2023

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

  The freezer was working when it was picked up and broken when it was dropped off.  

  As I have emailed the BBB all of the information we were sent upon booking the move, please show me where in the terms and conditions it states that mechanical damage is not covered under the Full Replacement Coverage plan we purchased. 

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

  Customer Answer

  Date: 25/07/2023

  
  
  Complaint: ********
  
  

  Hello Heather,
  
  Can you please ask United Van Lines to specify in the documents provided to us when reserving their services and PRIOR to beginning the work, where we can find the terms and conditions mentioned in your last message?
  
  We have already submitted all the forms we received to the BBB, but I will attach them again to this message for reference.
  
  Thank you once again for your assistance. 

  Business Response

  Date: 28/07/2023

  Conditions of Carriage and Exceptions from Liability are on the reverse side of the Bill of Lading. The settlement we issued was a gesture of goodwill on our part and does not constitute acceptance of Carrier liability for the mechanical malfunction of a 16 year old appliance. 
  

  Customer Answer

  Date: 28/07/2023

  
  
  Complaint: ******** 

  Thank you for completely ignoring my question. I am assuming you did this because you know the answer is that you DID NOT provide us with this information prior to reserving services or loading our belongings into the container.  This doesn't seem line a very honest or transparent way to conduct business.  How are we supposed to make an educated decision about what we are purchasing if we are not presented with that information in advance?  Our decision was made on the information given to us from the sales consultant and the information available on your website.  Since neither said anything about the the terms and conditions you are now referring to how can you enforce policy that was not disclosed until afterwards?       

  Business Response

  Date: 14/08/2023

  The customer did sign on the face of the Bill of Lading. By way of her signature, she confirms she is the legal
  owner of the shipment and that she has been directed to read the conditions of
  carriage on the reverse side of that document. If she did not follow that
  directive the onus is on her.  

  The person filing the complaint claims she was not provided
  with a copy of the conditions of carriage which are written on the back of the
  document she signed. If at that time she did not agree with the terms of her
  moving contract, she could have refused to allow the loading of her
  shipment. 

  Despite these factors and having no liability for the
  mechanical malfunction of her 16-year-old freezer we paid her $500.00 as a goodwill
  gesture.  

  The customer had the option of cancelling her move but chose
  to proceed and by way of her own signature she was directed to read the conditions
  of Carriage at the time of loading.

  Customer Answer

  Date: 15/08/2023

  
  
  Complaint: ********

  So, let me confirm if I understand this correctly. You made a last minute swap of the contract without notifying the client, and now you're suggesting that it's her fault for assuming she hired an ethical business?
  I'm also quite curious to know, after the container had been loaded and locked, what would have occurred if ******* had realized that the contract had been switched, and she didn't agree to the new conditions on the backside that were suddenly presented? Would your team have had to invest an additional 8 hours of overtime to unload everything and return it to its original positions in the house?
  

  Could you please elaborate on how this kind of behavior isn't effectively holding the client ******* to your unilaterally altered terms and conditions? Especially considering that most individuals who are moving hire a moving team for a date close to when they need to vacate their current residence?

  We would greatly appreciate a clear explanation to address these concerns."
  
  

  Business Response

  Date: 18/08/2023

  We have addressed the customers concerns several times and provided a goodwill settlement. There is nothing more we can do. 

• Initial Complaint

  Date:03/01/2023

  Type:Customer Service 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 used the company to relocate from Toronto to Ottawa. During shipment, the moving company damaged four items and there is one missing item. This includes one table, one desk, one-floor lamp, one bookshelf, and one missing item 127. Pictures and correspondence have been sent via multiple items including Dec 16th, Dec 20th and Dec 28th. I initially sent the request to Sonia O.on Dec 8th and submitted the claim and get an automatic Order No. *********** on Dec 14th. Then I got an email from Debra V. . I contacted Debra four times but Debra is unresponsive to my replied emails on Dec 16th, Dec 20th and Dec 28th. I am not sure if Debra continues to work for this company however I see zero customer service skills. I have sent the request multiple times without any explanation or apology from the company further. There is no one contacting me since i submitted the damage claim. I am ghosted.
  Please be advised that the bookshelf should also be added to the claim. This was already noted on the forms.
  Total Amount Claimed without the bookcase was submitted for $593.79. I requested $593.79 plus the bookcase to be reimbursed asap. thanks

  Business Response

  Date: 04/01/2023

  We confirm receipt of the Mr. ****'s claim filed in our office on December 14th,  and we did acknowledge receipt of this claim in writing on Dec 16, we implemented a nation wide trace for his claimed missing carton. 

  Trace responses can take up to 10 business days to be received.   Unfortunately, this bought his claim into the holiday period which created a delay.   However, a settlement has been issued to him today along with our request for him to replace his damaged items and submit the actual replacement invoices to our office for final adjusting purposes.   An advance payment has been issued and the carrier does have 45 business days to settle

  a claim and we are well within this time frame. 

• Initial Complaint

  Date:28/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My grandmother passed away somewhat unexpectedly with none of her children living in Ottawa. We needed to move her items from Ottawa to Winnipeg, Calgary, and Whitehorse. The Winnipeg delivery being time sensitive. Move was booked June 16 with a delivery window of June 30 to July 13 (which was completely missed).
  
  The biggest issue is they have lost or ****** a box of memorabilia which was part of the Whitehorse delivery. Since this was reported August 1 there has been no details provided on where the box went missing or what has been done to locate it. All they say is "a trace has been put out but nothing has come up yet." They wanted us to submit a claim, which we did September 8 (despite not liking it seems focused on a cash settlement, we don't want a pay out, we want the box found and delivered). Since then, more of the same lip service about a trace, but when asked for details on what has been discovered - nothing.
  
  Because of the silence it is hard to believe they are even searching for the box, which was tagged with a number and labeled with the Whitehorse address and mobile number of that address. They should be able to at least say where it might have been lost. We also want them to contact their other deliveries to see if it was delivered to another client. The driver who took everything from Ottawa to Calgary (stopping in Winnipeg) had his three young children with him and was witnessed, unloading other clients' items on the street leaving them only supervised by the children, and then children were seen moving boxes around. Through this negligence it is possible the box was ****** while unsupervised or a child walked it into someone else's home if the box isn't sitting in one of their storage units.
  
  **** was who we booked this move with, so I complaint was also filed with them in the hopes someone helps us get this box found.
  
  Both companies have been awful to deal with and it has made a difficult time even worse.

  Business Response

  Date: 03/10/2022

  Our file No. **** ***** **

  A Nation-wide trace has been issued and will remain in
  effect indefinitely.   The fact that the
  missing carton has **** *****’s name and address on it, is a good thing, as
  this should help identify the carton when it is located / found.
  
  The Carrier has issued this trace notice to all parties involved with
  the move, we have communicated by email and phone to the movers involved and
  every effort is being made to check warehouses, with other shipments/customers,
  that had goods on the same truck.    
  
  Unfortunately,
  as of today nothing has been located.    If Mr. ***** feels a theft has taken place, he
  should proceed to notify the authorities. 
  
  Even if
  settlement has been issued to Mr. ***** and the carton is located (after the fact), we would
  still return this item to him.

  Customer Answer

  Date: 07/10/2022

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

  We still want a detailed list of who has been contacted when and if they responded. As your customer service staff have pointed out this was a confusing move as clearly you’re only able to do very simple A to B deliveries and are constantly mixing up the details. Obviously this points to deep unprofessional disorganization within your business, making it hard to trust you.
  
  For instance, the box does not have my name on it, the name on the box is ***** ***** as that was the third and final delivery location. So if your trace has been saying to look for a box with my name that is wrong and may be contributing to it not being found (although it also has the Whitehorse address and *****’s phone number on it, but I can see your staff missing those details).
  
  In another instance Michelle who is handling the claim we were forced to submit used the bill of lading from the Winnipeg delivery to point out the missing box wasn’t mentioned on the signed page. As it should be apparent, the box was part of the third and final delivery to Whitehorse, not Winnipeg, so the Winnipeg bill of lading has no relevance to the missing box.
  
  This all makes me concerned you have not reached out to “all parties involved” as United staff keep making these mistakes.
  
  Since you have provided no details on when the box was lost in your system it is hard to know which authorities you want me to contact to report the ***** of this box. What do you recommend? Can you tell us the last time this box appeared in your system?
  
  Again, we really just want you to find the box with our deceased loved ones’ memorabilia, and very little has been done to prove you have tried as all evidence points to you not caring.

  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 12/10/2022

  Dear Mr. *****, 

  In response to your recent correspondence, we able to advise that we have not received all responses to our trace efforts.   Your shipment was picked up in Ottawa and placed on trailer with other shipments on it. 

  We have reached out to each of these people in an effort to locate your missing carton.   In addition, ***** ****** *** ******* have checked their entire facility.  We are unable to provide you with a list of the other 

  customers who had mixed shipments on the same trailer with your goods, as this is confidential information.  I can assure you every effort is being made to locate the missing carton. 

  The fact the ***** *****'s name is on the carton rather than yours will not make a difference as the Whitehorse address is also on the carton.  

  Since this shortage was first discovered at the time of delivery in Whitehorse you should report this loss to the Whitehorse authorities.  

  We do understand the significance of this missing carton to you and your family, and we will continue to do everything we can to find this item.  

  Customer Answer

  Date: 18/10/2022

  
  
  Complaint: ********
  
  
  
  ****** *** **** ** *** * **** ***** *** * ****** ******** ******* ******** *** ********* We accept aspects of the response and appreciate the further information, but don't see this as case closed.

  We appreciate confirming that the Ottawa facility was thoroughly checked. What about the Calgary and Whitehorse facility? And any other facility it may have been off loaded at that we don't know about?

  To be clear, was not asking for the names of your other clients, but an idea of how many there are and how many have responded to the enquiry (for example, there were 10 clients between Ottawa and Calgary, 8 responded, 2 haven't, there were 5 clients between Calgary and Whitehorse, none responded, etc.).

  Can you provide that info?

  Can you also tell us when you'll have gathered responses from everyone? It has been over 2 months since the box went missing and is concerning that you haven't managed to reach everyone.

  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 27/10/2022

  As you will
  see from the attached origin inventory listing the contents of this portion of
  the shipment was received on June 17, 2022.  It was tagged and listed with orange tags
  starting at tag number 011 thru to tag 030 and on delivery August 1, 2022, in
  Whitehorse, the inventory was signed off confirming the entire shipment was
  delivered.   Nothing was noted as missing
  at that time.   It was a few days later when
  ***** ***** informed Kelly S. that she did not receive tagged item
  30.  A White Wine Box. 
  As soon as
  this was brought to our attention, we implemented a nation-wide trace for this carton. 
  ****’s ****** *** ******* facility was checked, the long-haul driver was
  consulted and confirmed he delivered the entire shipment to Pacific Northwest
  facility in Edmonton for furtherance to Whitehorse.  The Manager at the Edmonton location
  confirmed all 20 pieces of this shipment did arrive at their facility and was
  placed on a skid at that location, it was shrink wrapped to ensure the entire
  shipment stayed together.   On arrival at
  Pacific Northwest facility in Whitehorse the shipment was moved while remaining
  on the same skid, to a smaller truck for delivery.   Pacific Northwest facility in Whitehorse was
  also checked even though the shipment was moved directly from the long-haul
  trailer to the smaller trailer and was never brought into their facility.     The
  missing carton was not located at any of these locations.  
  
  We also
  consulted with all mixed shippers, and all have responded confirming they did
  not receive this carton.
  It is for
  this reason we recommended the authorities in Whitehorse be contacted as it
  appears the only place this could have gone missing would have been in the Whitehorse
  area.   We are more than willing to
  assist the authorities with their investigation.          

  Customer Answer

  Date: 01/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because facts are incorrectly stated and proof of receipt at various locations as stated is not provided.

  First of all, as I have said before, my mother *****, signed for the shipment as she was pressured to by the driver despite the form being illegible (as you can tell). She was very distressed seeing her deceased mother's belongings in her house which caused her to be unable to tell your driver to back down from rushing her and wait for her to check the photos to make sure everything was there. She did this after he left within a half hour and noticed the missing box. She alerted him immediately. Furthermore, as you can see from the PDF email communication attached in the original complaint, she let Kelly know that same day about the missing box. Please read your files carefully before yet again trying to blame us for your unprofessionalism.
  
  Second, the delivery was not shrink wrapped on a skid on the smaller truck when it was dropped off in Whitehorse. So clearly something else happened that should be investigated. Have other clients who were delivered to that day in Whitehorse been contacted regarding an extra box? 
  
  Since you like to bring up what documents we signed, what documents did the long-haul driver sign? The Manager in Edmonton? Please provide these.
  
  If you are correct that the box made it to Whitehorse, that means it was either left on the truck and delivered to someone else or one of your workers stole it. We’d like to make sure you checked about the former (and are correct it made it to Whitehorse) before we need to pursue the latter.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 07/11/2022

  This shipment consisted of 20 pieces and all 20 items were
  listed on the Inventory of Articles Shipped.  The Inventory of Articles Shipped is the
  delivery document presented to the customer at the time of delivery for
  reference and confirmation of receiving the shipment in the same count and
  condition.  The Inventory of Articles
  Shipped was signed by the shipper without annotation of any issues with the
  count or condition of the shipment.    
  Regardless of the shipment being received in the same count
  and condition, we searched for the carton the shipper claims is missing. The
  results of the search have not resulted in a carton being found.  
  A goodwill payment has been issued to ***** ***** for the
  carton, despite there being no record or evidence to support a carton is
  missing. 

  As requested, attached is the check-off used at our
  internal transfer of the shipment – completed by Pacific North West in Edmonton.
  You will note that the inventory items listed on the
  Inventory of Articles Shipped and tagged as items 11 through 30 have been
  checked off as received at the time of transfer.  

  Customer Answer

  Date: 17/11/2022

  
  
  Complaint: ********
  
  
  
  May I ask, have I been emailing the same person this entire time? It feels like it is someone new responding each time and that previous messages are not read at all and that the most recent message is only scanned. I am tired of repeating myself. 
  
  But here we go again.
  
  Nothing was annotated at delivery as your driver pressured my mother (who was very emotional seeing her dead mother’s things in her house) into signing quickly. He also did not call out tag numbers or let her check them off (as **** told us would be done). Just shoved an illegible sheet at her, demanding she sign.
  
  Until this message we had no idea a payment had been issued. This has never been what we’ve been asking for. We just want that box which was lost by United Van Lines.
  
  Thank you for finally sending proof it was received in Edmonton. We’ve been asking for this from the beginning, nice to have it after months of repeated asking.
  
  ONE FINAL THING WE NEED YOU TO DO – Please let us know if other clients in Whitehorse who were delivered to on August 1 were contacted and asked if the box was delivered to them accidentally.
  
  Again, not the first time we’re asking this. We want to be sure before we accept it was ****** while under your care and go to the authorities.
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 23/11/2022

  Yes, this is the same person responding to your messages.  

  We understand why the delivery documentation was signed at the time of delivery, without annotation of anything missing.   

  Payment was issued to you as we are unable to leave this matter open for an indefinite period.  Our nationwide trace remains in effect, and should we locate this carton it will still be returned to you.  

  All parties on the same trailers as this shipment have been contacted and no one has received this missing carton.  

  Respectfully