Complaints

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

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  United One Van Lines

  1835 S Perimeter Rd Ste #170 Ft Lauderdale, FL 33309

• 

  United One Van Lines

  6288 NW 186 ST Hialeah, FL 33015

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:05/28/2025

  Type:Product 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 first estimate was for $5,793.09 with a deposit of $2,379.00 on 4/21/2025. On 5/8/25 a few days before my move was scheduled we went over the items creating a new estimate $7,664.00 and I had to add to the deposit now totaling $3,329.00. This time my boxes and furniture were measured & even pictured to send to the representative for clarification. My move pick up was scheduled for Monday 5/12/25 and Tuesday 5/13/25. No one showed on Monday. I had to call you to find out they werent coming. On Tuesday 5/13/25 in the afternoon the truck finally arrives but United Van or prime moving told the day workers to go to a completely different location hours from my house.The driver then gave me a third price I needed to pay in cash because now my total was going to be $11,475. I called to ask for a refund of my deposit $3,329.00 and was told no! This jump in price is unacceptable. Why do I have to pay extra for their incompetence? My options were to lose $3329 or pay another $3720 in cash to proceed with the move. They werent finished on the 13th. No one on the 14th. When he came back on the 15th I was charged for another $975. I have paid a total of $8,024.09. This exceeds the first and second estimate they provided. They raised the price four times. I never received any paperwork on the 3rd and 4th time the price increased. I asked multiple times. To take an estimate from $5,793.09 to $13,425.00 is completely unacceptable. This is more than 110% of an increase. This company is deceptive. I believe they intentionally worked with prime moving company to deceive me and take additional money because I was trapped. When I spoke with both sales representatives I was told that my metal shelving units would be completely disassembled in ** and reassembled in ** to save as much space as possible. In reality they wrapped empty frames to create more bulk. That should be illegal. I do not feel that I should have to pay an additional $4,695.00 to get my belongings back.

  Business Response

  Date: 05/30/2025

  ***** ****** booked her interstate move through United One Van Lines on March 18, 2025. At the time of booking, Ms. ****** was fully informedboth verbally and in writingthat United One Van Lines is a licensed moving broker, not a motor carrier. Our role, as clearly outlined in the signed Binding Moving Estimate and reiterated in the booking call, is to coordinate fully licensed and insured household goods carriers to perform moving services on behalf of our clients. The initial deposit collected was in payment for these brokering and logistical services, and this was clearly disclosed to the customer.
  Ms. ******* original estimate, based on an inventory of approximately 127 household items, was calculated at ***** cubic feet at a rate of $3.25 per cubic foot, totaling $5,793.09. A deposit of $2,379.00 was collected upon booking. This quote was provided as a non-binding estimate, in accordance with ***** regulations under 49 CFR *******, which state that actual charges are determined based on the cubic footage and services provided at the time of pickup.
  In keeping with our quality assurance process, Ms. ****** participated in a scheduled ***************** (QA) call on May 8, 2025, during which she added 26 items to her inventoryitems that had not been disclosed in her original inventory. These included a massage table, multiple plastic bins, drawer sets, a safe, suitcases, and a request for packing materials. The revised volume increased by approximately 630 cubic feet, resulting in a new estimated total of ***** cubic feet and an updated quote of $7,664.00. Her deposit was adjusted to $3,329.00 accordingly, which she paid. Both the revised estimate and updated inventory were documented and agreed upon by Ms. ************* May 13, 2025, the assigned motor carrier, *****************, arrived and began loading. Upon completion, the driver documented that Ms. ******* belongings occupied ***** cubic feet673 cubic feet more than the revised space allocation. Under ***** law and the signed contract (Section #9), customers are responsible for any charges resulting from additional volume or services provided. Ms. ****** was advised at pickup by both the General Manager and **************** Manager that her volume exceeded the estimate and that proceeding with loading all items would result in additional charges. She opted to continue with loading.
  Due to remaining items still not loaded on the 13th, the carrier returned on May 15, 2025, and loaded an additional 600 cubic feet, resulting in a total space used of ***** cubic feet. A second Bill of Lading was issued, documenting a final cost of $13,425.00. Ms. ****** made payments totaling $8,024.09, leaving a balance of $4,695.00, which remains due prior to delivery.
  Regarding the complaint that she did not receive documentation for the price increases: both Bills of Lading were provided to Ms. ****** at the time of pickup and again electronically via email by both the carrier (****************.) and United One Van Lines. These Bills of Lading detail the final service charges, delivery terms, and terms of liability per ***** standards. The client's claim that the prices were raised without documentation is unfounded.
  As to her concern regarding the shelving units being wrapped as bulk, its important to clarify that, per the Release of Liability form signed at pickup, the carrier is permitted to repack or wrap items as necessary to secure and protect them in transit, especially those with frames or exposed parts. This is standard industry practice and a safety precautionnot an attempt to artificially inflate cubic footage.
  Lastly, while we regret any confusion or delays during pickup, scheduling disruptions do not alter the legal obligations outlined in the Service Agreement and governing federal statutes. Delays are addressed in our Terms & Conditions and are not considered a breach of contract unless they exceed the 30-business-day delivery window under standard service (49 CFR 375.505).
  In conclusion, all charges assessed were lawful, documented, and fully in line with the ***** regulations and the contractual obligations that Ms. ****** acknowledged and signed. The increase in cost was directly tied to the significant increase in the volume of her belongings, and she was informed of and agreed to these adjustments at each stage of service.
  We respectfully deny any claim of fraud or deception. We have fulfilled our responsibilities as a broker and provided clear documentation of services rendered and charges incurred.
  
  

  Customer Answer

  Date: 05/30/2025

  In response to United one Van lines 1st of all, it was never revealed to me over the phone when I spoke to the first sales agent that they were a broker service. Clearly it was hidden in the contract, but as I stated, Al told me I didnt have time to read over the contract because I would lose out on the deal if I didnt sign immediately. Creating a false narrative to get me to sign and be locked into this contract.
  next, when I spoke to both Al and **** during both service calls, I explained I had 98 foot shelving units that were easily broken down because they require no tools and was promised they would be collapsed so that they wouldnt take up all this extra cubic space. That was a lie as I have shown you in the pictures they wrapped the frames to create as much bulk in my opinion, making this a fraudulent price increase.

  when I called and said I was unhappy with the fourth third bill I was told I was not allowed to get my refund. How am I supposed to lose over $3000? I expressed over and over again how unhappy I was and that my call with **** was not much different than what was actually there at the time of pick up.

  it is absolutely false information that I received the bill of lading after the third increase or the fourth increase. Prime movers told me it would be scammed into the system and I would immediately be emailed a copy that never ever ever happened. I called for four days after they took my belongings, begging for the list and the bill of labeling, and I never received it. So that is a bold face lie. I even tried to ask the guy if I could take a picture of what he was charging me and he wouldnt give me the time to take a picture of the document. I think that says a lot about this company and who they brought on.  
  Upon arrival, the difference is from the second bill of lading provided to me by **** from United one van rentals. The difference is are as followed.
  Added day of- 2 flat tables no more than 4 in width / 1 mirror / 6 tubs/ 5 ** boxes/ 6 med boxes/ 7 small boxes/ 2 wardrobe boxes. What was removed day of was the golf bag/ 8 plastic containers/ wire rack/ wooden branch.
  I can understand being a few hundred dollars off but the difference between the list estimated and the list at pick up do not in any way reflect that the cost should be more than doubled.

  this is absolutely been a complete scam. United one van line and prime moving are in cahoots to steal money from people. They lock you in and tell you you cant get your money back when they have more than doubled the estimate. That should be illegal. And, if not illegal, I should at least be compensated for the fact that they are so bad at their jobs and they were so incredibly wrong the difference should come out of their pockets not mine. I believe there should be a cap on what the difference can be upon arrival. 
  But I know for sure that the items added to this list along with the items removed from the list in no way should have more than doubled the estimate they sent me days before pick up.

  United one van line also tried to imply that they had impeccable customer service. I will also be attaching a picture of them, leaving me on hold for more than six minutes until the phone actually hung up on me. They ignored my calls. They stopped responding when I was asking for the new third and fourth bill printed out so I could actually see those differences.
  Luckily, I took my own inventory so I can look at what was actually picked up and what was discussed ahead of time and thats why I can accurately give you those differences. I guarantee you united one and prime moving cannot do the same since they did not accurately inventory anything while packing. Which in my opinion is why I never received the third and fourth bill of lading. 
  I would also like to conclude by saying that I only one person involved in this move. I have no dining room table or chair chairs. I have no mattresses. I have no barstools. I have no couches other than a plastic outside, that was listed from the beginning. To charge one individual more than $13,000 to move a truckload of stuff seems ridiculously high.
  Again after I have paid more than $8000, I do not believe that I still owe them another $4650 upon delivery. 
  I would be happy to settle on paying them $500-$1000 upon delivery but anything more than that is just a blatant scam. 

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23389526
  
  I am rejecting this response because:

  In response to United one Van lines 1st of all, it was never revealed to me over the phone when I spoke to the first sales agent that they were a broker service. Clearly it was hidden in the contract, but as I stated, Al told me I didnt have time to read over the contract because I would lose out on the deal if I didnt sign immediately. Creating a false narrative to get me to sign and be locked into this contract.
  next, when I spoke to both Al and **** during both service calls, I explained I had 98 foot shelving units that were easily broken down because they require no tools and was promised they would be collapsed so that they wouldnt take up all this extra cubic space. That was a lie as I have shown you in the pictures they wrapped the frames to create as much bulk in my opinion, making this a fraudulent price increase.

  when I called and said I was unhappy with the fourth third bill I was told I was not allowed to get my refund. How am I supposed to lose over $3000? I expressed over and over again how unhappy I was and that my call with **** was not much different than what was actually there at the time of pick up.

  it is absolutely false information that I received the bill of lading after the third increase or the fourth increase. Prime movers told me it would be scammed into the system and I would immediately be emailed a copy that never ever ever happened. I called for four days after they took my belongings, begging for the list and the bill of labeling, and I never received it. So that is a bold face lie. I even tried to ask the guy if I could take a picture of what he was charging me and he wouldnt give me the time to take a picture of the document. I think that says a lot about this company and who they brought on.  
  Upon arrival, the difference is from the second bill of lading provided to me by **** from United one van rentals. The difference is are as followed.
  Added day of- 2 flat tables no more than 4 in width / 1 mirror / 6 tubs/ 5 ** boxes/ 6 med boxes/ 7 small boxes/ 2 wardrobe boxes. What was removed day of was the golf bag/ 8 plastic containers/ wire rack/ wooden branch.
  I can understand being a few hundred dollars off but the difference between the list estimated and the list at pick up do not in any way reflect that the cost should be more than doubled.

  this is absolutely been a complete scam. United one van line and prime moving are in cahoots to steal money from people. They lock you in and tell you you cant get your money back when they have more than doubled the estimate. That should be illegal. And, if not illegal, I should at least be compensated for the fact that they are so bad at their jobs and they were so incredibly wrong the difference should come out of their pockets not mine. I believe there should be a cap on what the difference can be upon arrival. 
  But I know for sure that the items added to this list along with the items removed from the list in no way should have more than doubled the estimate they sent me days before pick up.

  United one van line also tried to imply that they had impeccable customer service. I will also be attaching a picture of them, leaving me on hold for more than six minutes until the phone actually hung up on me. They ignored my calls. They stopped responding when I was asking for the new third and fourth bill printed out so I could actually see those differences.
  Luckily, I took my own inventory so I can look at what was actually picked up and what was discussed ahead of time and thats why I can accurately give you those differences. I guarantee you united one and prime moving cannot do the same since they did not accurately inventory anything while packing. Which in my opinion is why I never received the third and fourth bill of lading. 
  I would also like to conclude by saying that I only one person involved in this move. I have no dining room table or chair chairs. I have no mattresses. I have no barstools. I have no couches other than a plastic outside, that was listed from the beginning. To charge one individual more than $13,000 to move a truckload of stuff seems ridiculously high.
  Again after I have paid more than $8000, I do not believe that I still owe them another $4650 upon delivery. 
  I would be happy to settle on paying them $500-$1000 upon delivery but anything more than that is just a blatant scam. 

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

  Business Response

  Date: 06/02/2025

  We understand your concerns and have reviewed your most recent statements carefully. While we respect your right to voice dissatisfaction, we must once again reiterate the facts of this matter as outlined in the agreements you signed and the legal standards that govern household goods relocations under federal law.

  First, as disclosed in both the Booking Confirmation Email, the Binding Moving Estimate, and your booking call, United One Van Lines operates solely as a moving broker. This designation is not hidden; it is expressly stated in all documentation and governed by 49 CFR *****. You were informed of this at the time of booking, and the broker-client relationship was acknowledged when you signed the contract. Allegations that our representative misled or pressured you to sign are not supported by any evidence on record.

  Regarding the changes in volume and cost: you initially booked for ***** cubic feet of inventory, which was revised during the ***************** call to ***** cubic feet after you added 26 items. These additions were documented, and your updated quote of $7,664.00 reflected this increase. At the time of pickup, your actual volume loaded into the truck totaled ***** cubic feeta ***** cubic foot increase over the revised estimate. This measurement was taken using the standardized markings in the truck (100 cu. ft. increments) and was verified by the carrier, *****************

  We would like to clarify that you were not forced to accept the additional charges. At the time of pickup, our **************** Manager and General Manager explained that you could avoid additional fees by limiting your load to the estimated ***** cubic feet. Instead, you chose to have the carrier load the entire volume, despite being told this would result in increased charges. This is a critical point: your decision to proceed with the additional space constitutes explicit acceptance of the price adjustments, as outlined in Section 9 of your signed agreement, which states:
  IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT, CUBIC FOOT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES.

  Your statements regarding the shelving units being intentionally wrapped to increase space have also been reviewed. According to the Release of Liability for *********** Furniture you signed, the carrier has discretion to wrap or protect fragile structures for transit stability. Wrapping empty frames is standard practice to prevent damage and does not constitute manipulation of volume for pricing purposes. Moreover, the carrier is under no obligation to disassemble furniture unless specifically contracted to do so in writing.

  On the subject of documentation, your Bill of Lading was physically presented to you at the time of pickup, as required by law. While you claim you were not allowed to photograph the document, the Bill of Lading was also emailed to the address on file, along with an inventory receipt. We have documentation confirming those messages were sent. If you did not receive or review them, that does not invalidate the signed legal documents that govern this service.
  We understand your frustration at the final cost and your view that it should not exceed $500$1,000 more. However, this position ignores both the facts and the contractual terms you agreed to. The cost increase is not based on the number of people in your household or types of furniture moved, but solely on the actual space occupied within the truck, which is how charges are calculated under federal tariff rules.

  To date, you have paid $8,024.09. The remaining balance of $4,695.00 reflects the services rendered, the additional space used, and the terms to which you agreed. This balance must be paid in full prior to delivery, as required by your Bill of Lading and in accordance with FMCSA regulation 375.505(b)(6). Partial payment or settlement offers cannot be accepted, as this would be a direct violation of the governing tariff rules and our carriers operating authority.
  In conclusion, all procedures, charges, and communications were in full compliance with the ****** household goods regulations and the legally binding agreements you signed. While we are sympathetic to your dissatisfaction, your claim of fraud is unsupported, and your financial obligation remains unchanged.

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23389526
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  by not collapsing, the nine bookcases as agreed-upon when I was contracting with you youve defaulted by bulking the shipment. 

• Initial Complaint

  Date:05/22/2025

  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.

  01/??/2025 - searched for a moving company and found these people claiming to be the cheapest moving company in the ***01/20/2025 - **** ****, (who has left the company now) pressured us to pay the non-refundable deposit in the amount of $947 through Cash App to ***** ***** (owners' last name is *****).In the first black screenshot, the amount that we were quoted was given, and the $947 stated. Fast forward to 1 month from the moving date, we can't get in touch with anyone. ****** contact options all were disconnected, the phone number on their main website went to a health service line, and I only got a call from them when I threatened to charge back the amount paid. They then assured me that they were real and they have trucks moving every single day. I did some research, in the screenshots attached, you can see a real moving company and United One Van Lines broker company information from ***** with *** provided IDs. On the moving company side, we see fleets of trucks, insurance coverage, miles driven. On the brokers side, zip, zilch, nada. Additionally, almost every review I have found on this company mentions their scam of taking deposit and not returning them. THIS COMPANY SHOULD BE SHUT DOWN. Returning to my story, upon asking a billion questions, they answer them and leave me trusting that they had my best interest in mind. Now we are 1 week from the moving day, our quality assurance call added a few more boxes (they claim we had 50 more, which is a lie) and the price jumps from 2700 to 3900 (including our deposit we paid). The ** man told me that 90% of moving companies are brokers (lie), told me that they were going to refuse my refund request and all but called me an idiot during the long call discussing our issues with the company this far. We just want our money back, a police report will be filed as well. Why they may legitimately operate as a broker, they are shady, scummy and uncompassionate as h*** Please do something.

  Business Response

  Date: 05/29/2025

  ******** ****** booked her move with United One Van Lines on January 20, 2025. At the time of booking, Ms. ****** was informed that United One Van Lines operates as a moving broker. Our role, as outlined in the signed agreement, is to coordinate and dispatch fully licensed and insured household goods carriers on behalf of our clients. The initial deposit paid was for brokering services rendered, which is clearly disclosed in both our contract and the recorded confirmation call.
  Clients are given a 24-hour cancellation window for a full refund. We have no record of Ms. ****** requesting cancellation within that window. After this period, a carrier is dispatched, and the brokering process is considered completed per the terms of the agreement.
  Ms. ****** initially provided a list of approximately 50 household items to be moved. Based on this inventory, her move was quoted at 479 cubic feet of space with a binding rate of $3.75 per cubic footresulting in a total quote of $2,725.88. This quote included her $947 deposit and was accepted by Ms. ****** through her signature on the Binding Moving Estimate.
  As part of our standard process, a ***************** (QA) call was conducted on May 22, 2025. During this call, Ms. ****** disclosed an additional ********************** the original inventory. These included, but were not limited to: a mini fridge, bookshelf, electric piano, multiple guitars, and large mirrors. The increased inventory required a revised space allocation of 630 cubic feet. Per the original agreement and quoted rate of $3.75 per cubic foot, the total cost of the move was adjusted accordingly.
  Following this adjustment, Ms. ****** expressed concern over the original representative, ****, no longer being with the company and confusion regarding contact information. We explained that **** had left the company for personal reasons and that all clients are provided with a dedicated customer service contact line, which had also been shared via email and the signed documents. Our records indicate that the correct contact number was provided to Ms. ****** multiple times.
  It is also important to clarify that United One Van Lines is a licensed and insured moving broker authorized by the *********************************. Our responsibility is to connect clients with vetted, professional motor carrierssomething we have done successfully for hundreds of satisfied customers.
  Regarding online reviews, while we understand Ms. ******** frustration and acknowledge that there are some negative reviews, we emphasize that they do not represent the broader experience of the majority of our clients. We are committed to transparency, professionalism, and delivering a high standard of service in every relocation we coordinate.                                                                                                                                                                                            We take all customer feedback seriously and strive to address concerns respectfully and in accordance with our agreements. While we regret that Ms. ****** did not feel satisfied with her experience, we have reviewed this matter thoroughly and find that all actions taken were consistent with the signed terms and standard industry practice. We remain committed to delivering dependable service and maintaining full compliance with all federal and state regulations.

  Customer Answer

  Date: 06/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:02/07/2025

  Type:Product 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.

  January 14, 2025 THIS IS THE LAST CORRESPONDENCE I HAD WITH UNITED ONE VAN LINES. I RECEIVED NO RESPONSE. I JUST WANT MY DEPOSIT OF $1100 BACK. PLEASE HELP ME:I'd like to request a refund of our down payment. I'm not sure if I need to contact you or your UNITED ONE CORPORATE office, but we've had nothing but delay after delay; no follow up, and after having been delayed for the FIFTH TIME we were not able to go forward with the move. I explained to the EMERGENCY PHONE PERSON that blaming the fires as the cause of these five delays was INCORRECT. I should have been told that by the date we were contacted by you (January 7.) that due to the fires we would have to postpone the pickup. But that's not what happened. My son waited all day Saturday, then Sunday, (we were told 8-12 window), then we were told 2 pm, then we were told 4-5 pm, then we were told Monday!

  Business Response

  Date: 02/21/2025

  *** and Mrs. ****** booked with United One Van Lines on 09/05/2024. Upon booking, the client was made aware that our role is a broker and coordinator and the deposit they are paying is a fee for locating and dispatching a fully licensed household goods carrier. Within the contract, it is stated that clients have a 24 hour cancellation window for a full refund. After the 24 hour cancellation period, a carrier will be dispatched and our brokering services are considered rendered per the signed agreement. We do not have any record of this client requesting cancellation within the 24 hour cancellation period.

  Upon accepting the moving quote from our company, the client was emailed a moving estimate and contract to review and sign. This signed agreement has been attached below with the relevant terms and information highlighted. This agreement lists the estimated pickup window as 1/11/2025 - 1/12/2025. The agreement also further explains in term # ** that all pickup, load, and delivery dates are only estimates and cannot be guaranteed. This is because there are a lot of factors out of our control in the moving industry, such as weather, mechanical issues, or traffic. 

  Unfortunately, during this clients pickup window, their pickup location and surrounding areas were impacted by the California wild fires making it difficult for the carrier to get the truck to the pickup location. Originally, the carrier was estimated to arrive on 01/12/2025 between 8am - 12pm. Due to the fires in *********** and the surrounding areas the drivers were delayed in making it to the pickup location on 01/12/2025. On 01/12/2025 this client spoke with customer service regarding this issue. **************** clarified the signed agreement stating that no dates are guaranteed because of the unforeseen delays we are unable to control. Regardless of the signed agreement, customer service offered this client a discount on the move due to the pickup being pushed to 01/13/2025. However the client refused this discount and demanded a full refund. Upon being notified of the cancellation policy listed in the signed agreement, the client disconnected the line and has been unreachable since then. 

  United One Van Lines is very sorry that our services were unable to satisfy *** and Mrs. ******* however our final decision will be to adhere to the agreement provided to and signed by this client. We are more than happy to reschedule the reservation and complete the move in accordance with the service agreement. If *** and Mrs. ****** wishes to reschedule the reservation and retain use of the deposit payment, we encourage them to reach out to customer service at *************.

  Customer Answer

  Date: 02/21/2025

  According to ****** at United One, our move was still moving forward as of 1/07/2025.  The move was  scheduled  on 1/11/2025, then moved to 1/12/2025, then 1/13/2925.  I relied on our son to be there at the location, since we moved out of state.  He waited two full days for a move that never happened; and, no one EVER gave him or myself ANY feedback or follow up.  We had to keep inquiring as to the whereabouts, ETA, or whatever was going on!   My son could not be there for a third day....he had to return to his job!  Many many phone messages went unanswered.  Also, WE WERE NOT GIVEN A SPECIAL DISCOUNT FOR THESE DELAYS AS YOU STATE IN YOUR REPLY !  All we want is our down payment, which we allowed you to keep for 4 months prior, because we believed that you would be a trusted company to deliver our furniture.  YOU DID NOT DELIVER AND YOU ARE NOT A TRUSTED COMPANY!   SO JUST RETURN OUR DEPOSIT 

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22912718
  
  I am rejecting this response because:

  According to ****** at United One, our move was still moving forward as of 1/07/2025.  The move was  scheduled  on 1/11/2025, then moved to 1/12/2025, then 1/13/2925.  I relied on our son to be there at the location, since we moved out of state.  He waited two full days for a move that never happened; and, no one EVER gave him or myself ANY feedback or follow up.  We had to keep inquiring as to the whereabouts, ETA, or whatever was going on!   My son could not be there for a third day....he had to return to his job!  Many many phone messages went unanswered.  Also, WE WERE NOT GIVEN A SPECIAL DISCOUNT FOR THESE DELAYS AS YOU STATE IN YOUR REPLY !  All we want is our down payment, which we allowed you to keep for 4 months prior, because we believed that you would be a trusted company to deliver our furniture.  YOU DID NOT DELIVER AND YOU ARE NOT A TRUSTED COMPANY!   SO JUST RETURN OUR DEPOSIT
  
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/25/2025

  After reviewing this response from **** ******, there is a lot of information that is untrue and misrepresented. The moving reservation was never scheduled for a guaranteed date of 01/11/2025 nor did any representative of United One Van Lines or the ******* **** Moving advise pickup was scheduled for that date. At the time of booking, this client chose and signed agreeing to a 2 day estimated pickup window of 01/11/2025 - 01/12/2025. This can be viewed and verified on the signed moving estimate attached to our recent response and to this response. During booking it was explained that the client must be available for the entirety of that window and our team would reach out the day before to confirm the estimated time of arrival for the truck and crew. As mentioned in our previous response, the contract further clarifies that delays are possible which is why we are unable to guarantee specific dates. 

  On 01/07/2025, the client spoke with our ***************** Manager ****. It is Nicks responsibility to review the inventory list and make any necessary changes to ensure enough space is available on the truck for our clients items. At the time of the ***************** appointment, according to the schedule everything appeared to be moving forward without issue. However, as explained in our previous response, there are a lot of variables out of our control in the moving industry that can cause unforeseen delays. Unfortunately, the fire preventing the truck from getting to the pickup location was not something we could have foreseen prior to it being communicated to us. 

  One piece of misrepresented information in this clients complaint is that her move was supposed to take place on 01/11/2024. At no point in time did United One Van Lines let this client know the truck would be arriving on that date. Contrary to the claim and as advised at the time of booking, United One Van Lines and ******************* reached out to this client the afternoon before the pickup window began to advise the estimated date and time of arrival would be 01/12/2024 between 8am - 11am. The screenshot this client attached to the complaint only shows the client expressing that she expected pickup to be on 01/11/2025 despite the agreed to two day window on the contract. 
  Moreover, United One Van Lines did negotiate a discount for the delayed pickup with ******************* and this was relayed by our customer service team, as well as ******************* customer service team. 

  Once again, United One Van Lines is regretful that we were unable to meet this clients needs and expectations. However, we do not appreciate the misrepresentation and disregard for the service agreement provided prior to this client placing their deposit. Our final decision will be to uphold the service contract signed by the client at the time of booking. This agreement does not allow for a refund of the deposit, but United One Van Lines remains willing to reschedule and service this clients relocation. Should *** and **** ****** wish to reschedule their reservation for a time when they will have someone available at the pickup location, We encourage them to call ************* and our customer service team will be more than happy to assist them. 
  
  

  
  

  Customer Answer

  Date: 02/25/2025

  Just a last note:

  NO ONE OFFERED US A DISCOUNT; NO ONE EXPRESSED A DELAY DUE TO FIRES, PRIOR TO PICKUP; WE ALWAYS HAD TO CONTACT COMPANY...THEY NEVER REACHED OUT TO US FIRST.  WE FOUND ANOTHER MOVING COMPANY SO WE DON'T NEED THIS COMPANY'S SERVICE...EVER.  THANKS BUT NO THANKS 

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22912718
  
  I am rejecting this response because:

  Just a last note:

  NO ONE OFFERED US A DISCOUNT; NO ONE EXPRESSED A DELAY DUE TO FIRES, PRIOR TO PICKUP; WE ALWAYS HAD TO CONTACT COMPANY...THEY NEVER REACHED OUT TO US FIRST.  WE FOUND ANOTHER MOVING COMPANY SO WE DON'T NEED THIS COMPANY'S SERVICE...EVER.  THANKS BUT NO THANKS
  

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

• Initial Complaint

  Date:02/05/2025

  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 received a quote on 12/19/24 to move several items from ****** to **. I gave the estimator a description of all items that needed to be moved. He assured me he included additional space just in case I missed anything. I was quoted $2,198.77. I thought that was fair and gave them a $723.00 deposit. Movers came to get the items and wanted to charge me an additional $1500 to move the 3. to 4 items I had. At $2,198.77 I thought that was reasonable for the service. At $3,698.77 we might as well buy new. It was not worth it. I told them to leave. The attached quote lists my items and the salesman estimated the volume. Not up to me to estimate the volume. Bait and Switch

  Business Response

  Date: 02/25/2025

  ****** ***** booked with United One Van Lines on 12/19/2024. Upon booking, the client was made aware that our role is a broker and coordinator and the deposit they are paying is a fee for locating and dispatching a fully licensed household goods carrier. Within the contract, it is stated that clients have a 24 hour cancellation window for a full refund. After the 24 hour cancellation period, a carrier will be dispatched and our brokering services are considered rendered per the signed agreement. We do not have any record of this client requesting cancellation within the 24 hour cancellation period. 

  At the time of booking, the client was asked to list off the items being moved, to the best of their knowledge. It was explained to the client at this time that they would be charged based upon the space occupied within the moving truck. Therefore, the inventory list provided would determine the final cost of the relocation services. This client provided a list of 39 items that needed to be moved. Based on the provided inventory list, it was determined the client would need a space reservation of 300 cubic feet of space within the moving truck. Along with the 300 cubic foot space reservation, the client was also assigned a binding rate per cubic foot of $4.75. The binding rate per cubic foot ensures that if any additional items or cubic feet are added over the space reservation prior to the day of pickup, it will only be charged at $4.75 per cubic foot. A quote of $2,198.77 was offered to the client based on the services their reservation would require and the inventory list the client provided. After consideration the client accepted the quote by signing the Binding Moving Estimate. Included in the $2,198.77, was an immediate deposit payment due of $723. The client paid this deposit via Electronic Check and signed an authorization form permitting United One Van Lines to proceed with the transaction. 

  All clients are scheduled for a routine ***************** call closer to the moving dates. This call is to go over the inventory list one last time prior to pickup to ensure enough space is reserved on the moving truck for our client. This client completed their ***************** appointment on 01/06/2025 at 2pm. At this time the client advised our team that the inventory was correct and there were no additional items to what was listed on the original contract from booking. At that time it was explained to the client that if any additional items were added, the pickup crew would revise the quote cost in accordance with the binding rate per cubic feet of $4.75 to accommodate for the additional services. 
  On 1/10/2025 prior to the pickup being completed United One Van Lines spoke with the client to advise the driver and crew would be calling within 20 minutes to confirm their timeframe of arrival. At this time, customer service told the client to call our team if there were any onsite issues and we would be able to assist them. The client never called to notify that there was an issue or cost increase, had this client contacted our team it is possible that we would have been able to negotiate a discount on their behalf. 

  In reviewing the Bill of Lading filled out by the crew onsite, it appears that the client had an additional 6 items that were not advised to our team during booking or quality assurance. As advised to this client several times by our team, the crew adjusted the cost to accommodate the additional space this client needed for the additional items. We understand that moving is stressful and we do our best to avoid these last minute cost increases. However, being that we were not advised of these additional items, it would have been impossible for our team to account for the additional space to have it factored into the cost. In regards to the client's request for a refund, the service agreement this client signed at the time of booking advises that onsite refusal of services will be considered forfeiture of the deposit paid.

  United One Van Lines is regretful this client was left unsatisfied with our services. However, we are unable to take responsibility for the price increase, as we were provided with an inaccurate inventory and at no point were we provided with the updated inventory items prior to the pickup. Moreover, the client did not attempt to reach us during the onsite issues during pickup. Had the client given us a call we would have been able to assist the client and possibly had additional discounts placed on the increased amount. Our final decision in this matter will be to adhere to the signed agreement and the client will remain ineligible for a refund as a result of their onsite refusal of services. United One Van Lines encourages this client to reach out to our team directly with any concerns not addressed in this response. Should the client wish to reschedule their reservation and either downsize to the original space reservation or pay for the additional space the missing items would take up we would be happy to assist them with that. Our team can be reached at *************. 
  
  

  
  

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22902239
  
  I am rejecting this response because:

  This arrangement was to move the following items from a studio (344 sq. ft) apartment.  (1)queen size bed and mattress, (1)small sofa, (1 ) tv stand and (1) 42 inch tv and (3) boxes.   The sales person *****, kept adding items, saying just in case you need more room, yadda yadda yadda.  So his list totalled 39 items for the original price quoted.  I had under 10 items to move. 

  I don't know what they are talking about with regard to the additional 6 items.  This makes no sense, as ***** over quoted the amount of items to begin with. 

  They are also mistaken  that I did not contact them during the pickup time.  If they record the conversations, I most certainly did talk to a women at the time of pickup who informed me that I have zero options.  I tried to reach the original sales person ***** I think,  with no response

  I do not recommend this outfit to anybody.   Again, a bait and switch

   

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

  Business Response

  Date: 02/27/2025

  We apologize if there is any confusion, but we do not have a record of this client contacting our team while the moving crew was onsite. It is possible that the client spoke with the actual motor carriers customer service team. We understand that the solutions and options provided to this client at the time of pickup were not satisfactory. However, per the service agreement signed at the time of booking, this client agreed if the items needing to be moved occupied more than the provided 300 cubic foot space reservation, they would be required to pay the binding rate per cubic foot for the overage. 

  After speaking with this clients carrier ****************, they advised that the client was advised of their options at the time of pickup by their customer service team and by the crew. This client was given the option to pay for the additional space needed in the truck over the original space reservation, reduce the load to the 300 cubic feet accommodated for within the agreement, and finally the client was advised that the onsite refusal of services would forfeit the deposit paid. Regardless of the clarification of the service agreement this client signed, they still proceeded with the refusal of services and are demanding a non-contractual refund. 

  As mentioned in the previous response, United One Van Lines is regretful that this clients move was not performed smoothly. However, we do maintain the position that the service agreement that this client signed agreeing to at the time of booking was upheld and the clients several alternatives to refusing service was outlined clearly. Ultimately, the client decided to refuse service while the crew was already onsite with the knowledge it would be a forfeiture of the deposit payment. We wish the client had utilized one of the alternative options, however the offer to reschedule the reservation is still available to this client should they choose. Our final decision in this matter will remain to honor the signed agreement and this client will remain ineligible for a refund of the deposit paid.
  
  

  
  

• Initial Complaint

  Date:01/21/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 had signed and given a deposit using Pay Pal (sent to ***** *****) for a move using United One Van Lines. Shortly after, I was made aware of a medical issue in my family that had just occurred, and we needed to cancel the move. I notified United One well within the *************************************************************************************** to verify my notification and said I would get a refund less 15%. When some time had gone by, I e-mailed them about the refund and they e-mailed me back saying it would take 21 business days for their billing ***** to look things over. We are well past that time, and I have both e-mailed and called their customer service department (4 times). I keep getting the same person who keeps saying the same thing, "I have to check with our billing department." When I asked to speak to either someone higher than her or someone in the billing department, she said that was not possible. No one else that I had dealt with during the proposal process has returned my voice mails. I have now been ghosted through e-mails as well, and I getting the feeling this is a scam or fraudulent business. I would really like my deposit less the 15% back (approx. $972), and would appreciate any help you can give.