Important information
- Customer Complaint:Due to a conflict of interest with federal guidelines, ABF U-Pack Moving is not able to participate in arbitration. This business is classified as a motor carrier, not a household carrier, because the containers or trailers are entirely loaded and unloaded by an individual other than an employee or agent of the motor carrier. Thus, this business is not subject to all of the same US Code of Regulations as a household carrier.
Complaints
This profile includes complaints for U-Pack's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 43 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/26/2023
Type: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.
Upac* estimated my Pod delivery between May 18-22. It’s now the 25th and I’m told delivery won’t be until May 30th at the earliest. I’m now going for wee*s longer than promised with no furniture and the personal items I could fit in a suitcase. Calls to upac* are met with unhelpfulness and rudeness
Business Response
Date: 05/26/2023
I'm so sorry for the delay with your shipment to Hawaii. I'm not showing our customer care team has spo*en with you, but I do apologize if who you've spo*en to at the local service center has not been helpful. To compensate you for the delays, I have added a refund in the amount of $250 to your reservation. This will show as a credit to the same card you used for payment and typically ta*es 3-5 business days. Again, I apologize for the inconvenience this has caused and we appreciate your patience. Please let us *now if you have any further questions. Than*s! -Nic*i *.Customer Answer
Date: 05/30/2023
Complaint: ********
I am rejecting this response because:thats fine, but I haven’t seen the credit post to my account yet. Please let me *now when the credit is posted and I’ll verify and close my complaint than* you
Sincerely,
Chris OsheroffBusiness Response
Date: 06/01/2023
Hi Chris! We processed from our end on 5/26, and it generally ta*es 3-5 business days to reflect on your account. If you don't see it within the next day or so, please let me *now. Than*s! -Nic*i *.Initial Complaint
Date:05/04/2023
Type: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 shipping company refuses to deliver the containers to the designated address, holding my possessions. The contract was prepaid ($3060). Ref #* ********** from Oakton, VA to Whitwell, TN. The problem is that the delivery company UPack uses, say they do not have the equipment to do the job, and refuses to allow another company perform the delivery of their shipping containers (liability).
My possessions are stranded at a transit yard in Chattanooga, and I am being asked to transfer my possessions from the pod containers at that location and arrange my own delivery. That is a breach of contract.Business Response
Date: 05/04/2023
Unfortunately, due to safety issues with a curvy road and no place to park the truck/trailer, the service center is not able to deliver to your location. I apologize for the inconvenience. Our records indicate we have given you extra holding time while you make arrangements to pick up at our service center. I have also issued a refund in the amount of $350 for you picking up at our service center. Please let me know if you have any further questions or concerns.
Thanks,
***** *.
Customer Answer
Date: 05/08/2023
Complaint: 20018402
I am rejecting this response because: The costs being incurred on me are in excess of the relief provided. The company is unwilling to allow a different flatbed truck to be used to deliver the crates. This is the simplest and most cost effective resolution. The ABF company has my property hostage, and is unwilling to deliver or allow another company to deliver the crates. The only resolution I have been offered is for me to arrange for unloading, repacking, and redelivery of my goods with another company. This cost exceeds the allowance offered. An acceptable solution is for them to cover the contract cost for the delivery as is specified by the original agreement.
Sincerely,
******* ****Business Response
Date: 05/09/2023
As previously discussed, unfortunately for liability reasons we are not able to allow an outside party to drive our equipment. Our records indicate you are currently working with a supervisor to deliver your shipment to an alternate address or you have the option to pick up at our service center. We apologize for the inconvenience.Initial Complaint
Date:04/05/2023
Type: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.
Used U-Pack to move cross country with 2 trailers. Because of an Oak tree the trailer was dropped in my driveway very far >900ft from my house. Taking longer to unload I spoke to ***** at ABF dispatch on Tuesday the 28th at 1:03pm and asked her to swap out the trailers Thursday as I needed another day or two to unload. She agreed but then sent a driver 3 hours later while we were out and took the trailer with my belongings. I filed a claim on items known to be damaged and broken and they referred back to the move agreement and offered $0.10/lb for my troubles on over $7k of damages. Not to make me whole or refund me that trailer costs. This was not my fault and wasn't during the move it was a negligent pick up on their part. They took it without permission and cut my lock off the trailer, realized their mistake and then brought it back all messed up. HelpBusiness Response
Date: 04/05/2023
I am so sorry for the negative experience you had with our service. I see you previously spoke with ******* and he sent you the claims form and offered $100 for the confusion, which you accepted. For further information/discussion regarding your claim, I suggest you reach out to that department direct as it is handled separately. Thank you for using our service and I'm truly sorry you are not satisfied. -***** **Business Response
Date: 04/05/2023
The $100 compensation ******* applied was for the confusion of the early pick up. The compensation for the damaged items is handled through our claims team.Customer Answer
Date: 04/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 19897160, no further confusion. Will handle the rest with claims. Thank you
Sincerely,
***** *****Initial Complaint
Date:03/29/2023
Type: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 husband (whose name the order was in) and I are relocating across numerous states and relayed to U-Pack the intended destination from the start. Once our truck had left California, we received a call wanting to confirm our condo building could support a 28ft truck, which we confirmed. They called again asking for us to verbally confirm with our building, we did so (I have text receipts) and as we are two days from receiving our truck (we paid extra to have guaranteed delivery on a certain day), we were told they basically don’t believe us and are refusing to deliver our truck to our building and told us we’ll need to get permits from the city to be able to park the truck somewhere in the city and not in the convenient truck bay that is designed for this very reason. They refuse to talk to the building managers to confirm and as were unsure how long it would take to get a permit (we’re leaving CA today to begin the long car ride to MN) or what will happen to our belongings in the meantime. This is completely solvable by U-Pack making a simple phone call and they have handled the entire situation unfairly and unprofessionally.Business Response
Date: 03/29/2023
We would be happy to take a closer look at your move. Please either provide the reference # here or have your husband give us a call (since the move is in his name) at ************. Thanks!Initial Complaint
Date:03/02/2023
Type: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.
U-Pack moved me from Philly to Ft. Lauderdale January 2023. I wish I had seen these complaints, as the cost of the damage exceeds what Pods or a full-service move cost. My truck was packed by licensed, professional movers, and braced . The driver left the truck at my house without instructions on setting up the ramp, which no one mentioned is so heavy, it needs two people to set it up. The driver said to purchase a lock, but did not mention it had to be a specific kind for their locking mechanism. At the destination, another team was to unload the truck. One of the locking mechanisms failed and the steel bracing bar was bent. I had to get a diamond saw blade to cut through it which took over 2 hours, (3 men paid hourly). When the door was opened, everything in the back was crushed or smashed against the back wall. A brand-new hand truck at the top of my items was also stolen. The plywood door stops 3 or 4 feet from the truck's roof, so someone had either reached or hopped over it. I supplied a list and receipts to U-Pack and received an email within 2 days saying they would not compensate me for anything, as I had packed the trailer and they had nothing to do with it. Additionally, when the truck was picked up, the driver drove over my neighbor’s lawn, leaving a noticeable, deep trench about 20 feet long. I followed up with Erin Harris, who said he'd track down my stolen hand truck. He sent an email saying they couldn't find it, and they'd reimburse me, but nothing else. Everything at the front 14 feet of the truck was fine with no damage. So U-Pack’s claim of normal shifting or poor packing doesn't add up. I am out a 1 yr old 65” TV, 3 pieces of original mid-century furniture, and 2 brand-new lamps, and the cost to re-sod my neighbor’s lawn. I will use social media to prohibit anyone thinking of using U-Pack, suggesting they hire full-service movers, or Pods, who by the way, sent me a check covering a damaged bookcase that happened on a prior.Business Response
Date: 03/03/2023
*****,
I'm so sorry to hear you had a negative experience. Although I'm not able to compensate for damaged/missing items since we do not pack or load the trailer, I can certainly compensate you for the faulty bulkhead. I will add a credit in the amount of $150. I will also alert our property damage team so we can get a claim started for your neighbor's lawn. We also sent you a claims form for your items that were damaged/missing, so I encourage you to send that in if you haven't already done so. Again, I apologize you're having to deal with this unfortunate situation. Please let me know if you have any further questions.
Sincerely,
***** **
Customer Answer
Date: 03/07/2023
Complaint: ********
I am rejecting this response because:I submitted a claim for the damaged and missing items. I received an email saying I would not be compensated for any damages, only the stolen hand truck. For someone to steal the hand truck, they had to climb over the plywood door. The damaged items i seek remuneration for, were all in the area of the plywood door. So when someone accessed the trailer while in your care, they accessed my personal belongings, jumped into my portion of the storage in the truck, crushing things and stealing. I would be happy if you would send a check or reimburse my credit card in the amount of cash $800. A number much lower than what I have lost.
Sincerely,
***** ******Business Response
Date: 03/08/2023
Unfortunately I'm not able to compensate for damages as that is handled through our claims team. I did apply the credit for the bulkhead and I have submitted your claim for the damage to your neighbor's yard, so someone should be in contact with you soon regarding that issue.Initial Complaint
Date:01/17/2023
Type: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 got two rented containers, there was a payment of over $3000 in the middle of August for transportation. I been paying monthly $300 for storage of my containers and they charged my card without my authorization twice in September. I called their customer service and they told me they didn’t withdraw my fees doble for the month of September. They charge my card twice in September and now seven days ago they send me a message asking for an extra payment and I told them the payment was not due yet and sent them the bank account information since my payment was due until this week. They withdraw the money from a credit card that is not even under my name. They charge the credit card that the first payment was made on and the credit card is not even under my name and the owner is telling me he wants his money back. I had proof from my bank that there has been five payments of $300 and the containers we picked up in the middle of August and arrived 10-15 days after to Maryland. The storage payment should be five including January but they withdraw a Sixth payment from a credit card that is not mine. I requested a billing summary when I called customer service and they didn’t even send me the detail billing information. I want them to refund the funds they withdrew fraudulently from the bank account that was not under my name and to provide me with a detail summary of the charges and payment that has been done in my account. Reference # ********** ********* * ********* *** **********Business Response
Date: 01/17/2023
Good afternoon! I apologize for any confusion surrounding your storage payments. Our records indicate we have charged you for 6 months of storage (every 30 days) beginning in August. Therefore we have the initial charge in August 8/16, the next month was billed 9/19, the next month 10/19, then 11/18, 12/18, and now today 1/17. If you would like to reverse any of the storage charges and provide a different card for payment, please give us a call at 800-968-3285 and we would be happy to help. Thanks! -***** **
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