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:06/22/2025

  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.

  06/12/2025 I found a less expensive company to move my possessions. I let United know within ***************************************************** on the phone. "you will never get your money back!" They performed two transactions from my checking account. $1800. and $1500. and have performed no service, and I have verbally cancelled the request. They refuse to refund my money. Upon reading their company reviews online, I am deeply disturbed by this company's code of ethics and treatment of people who, like me are simply trying to find a trustworthy company to move my things safely. Can you please help? Thank you

• Initial Complaint

  Date:04/21/2025

  Type:Billing 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 canceled this within 24 hours according to your company instructions to cancel and you have not responded and have not received a refund. Ive attached the form so you can reference my account and give me an update to my deposit refund,Binding Moving EstimateReference No: UF3699210 United First Class Moving and Storage *************************************************************************************************** DOT: ******* MC: ******* Customer Rep:Grantw Phone:************** Direct:************** Email:[email protected] Web:******************************************************************************************** Moving FromMoving To ****************************************************************************************************************** Phone: *********** ******************* ******************************, ** ***** Relocation Details Job No:UF3699210 Estimate Date:03/01/2025 Representative:Grantw

• Initial Complaint

  Date:03/27/2025

  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.

  I contacted United First Class Moving and Storage on February 14 and signed a binding moving estimate. One week before the move, the company requested that I send an updated list of items to be moved along with pictures. After this the company informed me that the move would cost more than initially estimated. They stated this despite the fact that the overall square footage of items to be moved was decreased (we left a dining room table, 6 chairs, a bookshelf, and two large carpet cleaning vacuums). The total square footage of boxes estimated to actual boxes being moved also decreased. The company stated that our couch was bigger than expected. They did not do their due diligence when quoting us for our couch. We added 4 small items (a small doll house, an infant car seat, and 2 baby gates). All of which are not nearly the size of all the items that we decided to leave behind and remove from the initial quote. The manager told me that the only way our estimate would increase is if we added something like a baby grand piano. Company also added recliner to estimate when we dont even own one. It is clear that the company purposefully lowballed our initial estimate to secure a deposit. The company told us that if we do not want to pay more, we should just pack our most important things first and leave behind the rest once we hit the square footage they quoted us. This was incredibly misleading and deceptive. We decided to cancel our move with them, it had become clear that they would likely charge us significantly more on the day of the move. We cancelled our move and requested a refund from the company on March 13 after the aforementioned events. The company informed us that they would not refund us our deposit of $1,500.00 and claimed that our estimate increased because we increased the total square footage of items to be moved which is clearly not true. This company preys on people when they are in a vulnerable position; and corner them into paying more money.

  Business Response

  Date: 03/28/2025

  Dear Savanna,
  
  We are saddened by your review and would like to again take the opportunity to explain the moving process in detail.
  
  You received a Binding Moving Estimate on February 14, 2025. Per the *********************************, a binding estimate is a written agreement that guarantees the total cost of the move based upon the inventory and services listed in the estimate. This type of estimate is not based on weight, but rather on the itemized list of belongings provided by the customer. If the inventory remains the same and no additional services are requested, the price will not change.
  
  However, if the inventory changesby either adding or removing itemsthen the binding estimate must be revised. The ******************************************* (FMCSA) clearly states that any adjustments in the inventory require either a new binding estimate or a conversion to a revised-binding estimate.
  
  In your case, although you stated that some items were removed, you also added others items. You also increased the size of specific items such as your couch, which was larger than initially reported. While some of the additions may seem minor individually, they collectively added approximately 100 cubic feet of space. This is a measurable and chargeable difference when planning space and logistics for a long-distance move.
  
  Additionally, you expressed concern about a recliner being listed, though it was never mentioned as an intentional addition. It is entirely possible this was an error on the updated inventory, and if so, we certainly could have corrected it during the review process. However, this one item did not impact the revised pricing significantly, and we were transparent about what was added and why the pricing changed.
  
  You were presented with two clear options:
  1.Keep the original inventory and original price.
  2.Proceed with the revised inventory, which would increase the price by only $200.
  
  Rather than proceeding with either option, you elected to cancel the move on March 13nearly a month after booking and reserving your truck, crew, and materials. As stated clearly in your agreement, your reservation deposit is non-refundable due to these prior commitments. However, we also informed you that your $1,500 deposit remains on file as a credit, valid for up to 24 months. You may use this credit at any time with just 7 days notice for a future move.
  
  Our company does not engage in misleading or deceptive practices. Our process and terms are based on federal regulations designed to protect both customers and carriers. We provided updated information promptly and gave you the opportunity to maintain your original estimate or approve a modest adjustment based on your updated request. We understand that moving is stressful, but changing inventory at the last minute impacts logistics, and unfortunately, that change comes with associated cost adjustments.
  
  If you have any further questions or wish to discuss rescheduling a move using your existing credit, please contact us directly at [email protected].
  
  Sincerely,

  Kourtney *****
  United First Class Moving & Storage

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23125154
  
  I am rejecting this response because: 

  You state that our couch was "larger than initially reported". This is factually incorrect. We were completely transparent regarding the size of our 5-piece-sectional. Even going so far as to tell the person giving us the quote the exact amount of seating. We were quoted for a 5-piece-sectional. We did not change the size of our couch. We sent an image of a 5-piece-sectional. You say that your company does not partake in deceptive business practices. This is clearly deceptive and you continue to be deceptive when saying that our couch was larger than initially reported when it was in fact not. Your company did not do its due diligence when providing the initial estimate. And it is clear that you are attempting to shift the blame to us. 

  Furthermore, you claim that the items we added resulted in an increase of 100 cubic feet. If so, then the items that we removed more than made up for that change. As a dining table, 4 chairs, a book shelf, and two large carpet cleaning vacuums take up far more than 100 cubic feet. Not to mention that our boxes to be moved also decreased by approximately 30 cubic feet. 

  Regarding your options given, we decided to not move forward with you because it became clear that it would likely not just be a $200 increase after one of your managers suggested to us that we just pack our most important stuff first and leave behind anything we don't need if we don't want to pay more money.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 04/02/2025

  Dear *******,
  
  Thank you for your continued feedback. We understand your frustration and appreciate the opportunity to clarify the details of your estimate and move.
  
  Your inventory is listed in the Binding Moving Estimate with all items specifically outlined, including the five-piece sectional. This document was reviewed and signed by you, as required to proceed with services. A copy of this signed estimate has also been provided to the BBB for reference.
  
  To be clear, your five-piece sectional was always included in the original estimate and did not account for the increased cost. The increase in price was due to additional items you requested to be moved beyond the originally quoted inventory. Per state tariff regulations, additions to a binding estimate are charged at $7.00 per additional cubic foot. In your case, this resulted in an increase of $200.00 from the original estimated price. You were also provided with the option to proceed with only the originally listed items, in which case the price would have remained the same.
  
  The Binding Moving Estimate and Terms and Conditions, which you acknowledged and signed, state the following:
  
  Understanding Your Estimate"

  
  This BINDING estimate is based upon the specific items to be moved and services ordered as listed on the estimate. Your estimated price will not change unless you order additional services, add additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate. [] Your price will increase accordingly. In order to avoid last minute price changes, we urge you to verify the accuracy of the description of services and items to be moved on this estimate and to notify your salesperson if you wish to make any changes to the services ordered and number of items to be moved.
  
  We understand that you believe the items removed should have offset the additional volume. However, the calculation is based on the total cubic footage of the final list of items, which included your additions. This was reviewed with you prior to your decision not to proceed with the move.
  
  Regarding your concern that one of our managers suggested leaving behind items to avoid additional charges this was not intended as pressure, but rather to provide options and remain within your originally quoted price.
  
  We are sorry that you do not agree with the facts of the situation. We have provided all documentation to both you and the BBB, and we have remained fully transparent throughout this process. You were kept informed and presented with options at every step.
  
  We wish you the best of luck with your future endeavors. Should you have any further questions, please dont hesitate to reach out.
  
  Sincerely,
  ******** *****
  Customer Care Team
  **********************

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23125154
  
  I am rejecting this response because:
  
  Now suddenly you are stating that the couch had nothing to do with the price increase when in all correspondence thus far you have indicated that our couch was larger than expected and that that is why there was an increase. 
  

  Furthermore, you are stating then that a small doll house, a car seat and two baby gates are larger than a dining table, 6 chairs, two large carpet cleaning machines/vacuums, and a bookshelf. This is incorrect. Because those items we added are quite literally significantly smaller than all the items removed from our inventory. 
  

  Your company is clearly deceptive and blatantly lies.

  We will continue to pursue a refund for our deposit. 

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

• Initial Complaint

  Date:03/26/2025

  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.

  On March 14th, 2025 I booked for a move to ***** from ********. Two days later on the March 16th, I called in to request a refund. The policy states on the website you have 72 hours to cancel to receive refund. I called in and spoke to a representative and he said he was out of the office. The person I spoke with said to call back in one hour. I called back roughly an hour later and he said he was in the process of contacted billing and assured me my refund would take place. About 3 hours later I called back but no answer. I called the following day and several days after and the company would hang up on me. The would transfer the call and disconnect the line. I finally spoke with someone 6 days later after the deposit and he said I called the wrong number to cancel and also said I needed to send in email in canceling. The first person I spoke with initially said nothing about sending an email and did say he was in touch with billing to process refund. None of the calls are recorded and they basically said I was lying about the situation. Now the only way to get in touch is through email but now theres no response from email. The total amount I paid was ***** dollars. I followed the rules to obtain a refund but they dont want to comply. I feel like my money has been stolen. I would understand if I made contact outside of the 72 hour window and that would on me. This is a lot of money and theres no talking with this entire team. I have all the call logs when I initially reached out to have a refund.

  Business Response

  Date: 04/14/2025

  Dear Better Business Bureau and Mr. ***** *******,
  
  Thank you for the opportunity to respond to Mr. ******* complaint regarding his cancellation and refund request.
  
  We understand the importance of transparent and respectful communication, especially during a stressful event like a long-distance move. After a thorough review of our internal records, call logs, and email correspondence, we respectfully submit the following clarification:
  
  ?
  
  Timeline of Events
  March 13, 2025: Mr. ******* placed a reservation and paid a partial deposit of $1,250 for his move from ******** to ******
  March 16, 2025: Mr. ******* called and spoke with a representative outside of normal business hours. The representative advised Mr. ******* that to initiate cancellation and be eligible for a refund under the 72-hour cancellation policy, he would need to submit a written cancellation via email to customer service. This policy is clearly outlined in the estimate and terms provided at the time of booking.
  March 19, 2025: Mr. ******* submitted a cancellation request via emailoutside of the 72-hour cancellation window. At this point, services had already been initiated, including:
  The assignment of a truck and carrier crew,
  Dispatch of job orders, and
  Pre-ordering of custom packing materials as requested in his reservation.
  March 2326, 2025: Our customer service and billing departments communicated with Mr. ******* via email, confirming the receipt of his written cancellation and informing him that his request was under review by management. Mr. ******* was informed that because services had already been rendered, a full refund was no longer eligible.
  
  ?
  
  Communication History & Customer Conduct
  
  Contrary to Mr. ******* claim that we failed to respond, we communicated through multiple channels, including:
  Verbal interactions by phone,
  Written email responses on March 19, 23, and 26,
  Clear explanation of refund terms and status updates.
  
  Mr. ******* also acknowledged speaking with multiple team members, though unfortunately not all interactions were received positively on either side. While we regret that he was frustrated by the communication process, our team maintained contact and acted within company policy and industry standard.
  
  ?
  
  Refund Policy & Terms
  
  Per the Terms and Conditions provided at the time of booking:
  Cancellation must be made in writing within 72 hours of paying the deposit to be eligible for a refund.
  Once services are renderedincluding scheduling, truck/crew assignment, and ordering materialsthe deposit becomes non-refundable, even if the customer later cancels the move.
  The ******************** complaint and public review filed prior to the refund review violates our service agreement, which states that disputes must first be addressed with our internal support team prior to external escalation.
  
  Due to the timing and violation of this policy, Mr. ******* deposit has been forfeited, and no refund is available at this time.
  
  ?
  
  Goodwill Credit Offer
  
  Despite the situation, we have extended Mr. ******* the option to apply his deposit as a full credit toward a future move with United First Class, provided the new move is scheduled with at least 7 days advance notice. This offer remains available should he wish to proceed with services in the future.
  
  ?
  
  In Conclusion
  
  We believe we have acted in accordance with the agreed-upon terms, and we have made multiple good faith efforts to communicate with Mr. ******* and resolve his concerns. At this time, we have no additional updates to provide.
  
  We respectfully request that this complaint be marked as closed, as we have fully addressed the matter and followed all applicable policies.
  
  Sincerely,
  ******** *****
  Billing Department
  United First Class Moving and Storage

• Initial Complaint

  Date:03/22/2025

  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.

  On December ******* I spoke to ****** ******** from united first moving and storage about moving my furniture from ** to ******* he told me the I gave him a list of things that I will be moving, He then gave me the price of US$1950 .00. A few days later I spoke to ***** who also assured me that the price is $1950 00 $450.00 first down payment on12/23/24 the and a second deposit of $500.00. on 02/09/25 Which I paid.they send me a bill of lading to sign which I didn't sign as yet I have up to 2 days before pick up date to sign. The moving date should be March,20,2025 we changed the date to April 10 and I gave the an update on the items and add 3 pieces to the original list. They sent me another bill of lading with only half of the original items. I spoke with ***** today and he told me that the truck cannot hold my items because the truck size is 4 feet which makes no sense at all. Therefore they have to give me a different truck and raise the cost from$1950.00 to$6000.00.I ask for my money back they told no because I sign the bill of lading which I never did. The service was never done and I would like to get my money back. Please help me.Thank you.

  Business Response

  Date: 03/24/2025

  Dear ****** *******,

  
  We have received your review and wanted to take a moment to clarify some issues you brought up. Upon further investigation into the claims you inquired about your move this move back on Dec. 22nd 2024. Here is the email correspondence you requested information with customer service and all the concerns you raised were promptly answered.
  
  E-mail on 01/15/2025
  
  Questions answered
  Dear Mr *********** style="color: rgb(0, 0, 0); font-family: Arial; font-size: *******px; background-color: rgb(238, 238, 238);">I hope this email finds you well. I`m reaching out regarding my schedule move from *************** ** to ***************, onMarch 20-21,2025. I have reviewed the provided bill of lading and wanted to clarify a few points before finalizing everything.
  Could you please provide detailed answers to the following questions.
  1: Is the current estimate binding or could the final cost increase? If so under what circumstances?
  2: What carrier will handle my shipment and can you provide their USDOT and MC number.
  3: How will the final weight/volume of my belongs be calculated and verified,will I be able to present for this process?
  4: What are steps to take if items are damaged or missing upon delivery?
  5: Can I get a detailed itemized and
  binding estimate in writing with time frame between pickup and delivery.
  6: are there any potential post contracts fees or charges I should be prepare for?
  7:What does full value protection covered and how is the value of my items determined?
  8: Am I allowed to inspect my items before making final payments at delivery,
  What happens if I`m unable to make final payments at delivery?
  I appreciate your assistance in addressing these questions and helping me ensure a smooth process. Please let me know ifyou require any additional information from me at this stage.
  Looking good forward to your response.
  Best regards
  ****** *******
  Response to email on 01/15/2025
  Hello Lornel,
  
  Your bill of lading is a government issued document. As interstate house hold goods brokers and carrier`s we are required to all follow all rules the same. You received a Binding Moving Estimate. In the link provided below this is also in the Binding Moving Estimate you received under the section Full Value Protection. However I provided you the *** link. this will answer all questions.
  
  Please click link below as this answers all of your questions. Keep in mind all rules and regulations are the same for all interstate household goods carrier and brokers so all of these questions can be found on the ******************************* website:
  
  ****************************************************************************************************** style="color: rgb(0, 0, 0); font-family: Arial; font-size: *******px; background-color: rgb(204, 204, 255);">
  
  Response to questions:
  
  1: Is the current estimate binding or could the final cost increase? If so under what circumstances? Inside your rights and responsibilities hand book this is exactly the same for interstate moving services:
  
  Binding Estimates A binding estimate guarantees that you cannot be required to pay more than the amount on the estimate at the time of delivery. However, if you add additional items to your shipment or request additional services, you and your mover may: o agree to abide by the original binding estimate; o prepare a new binding estimate; or o agree to convert the binding estimate into a non-binding estimate. If you and the mover do not agree to one of the three options listed above, the mover is not required to service the shipment. If the mover does not give you a new binding estimate in writing, or agree in writing to convert the binding estimate to a non-binding estimate before your goods are loaded, the original binding estimate is reaffirmed. Under these circumstances, your mover should not charge or collect more than the amount of the original binding estimate at delivery for the quantities and services included in the estimate. If there are unforeseen circumstances (such as elevators, stairs, or required parking permits) at the destination the mover can bill you for these additional expenses after 30 days after delivery. Charges for services required because of impracticable operations (defined at the end of this booklet) are due at delivery, but may not exceed 15 percent of all other charges due at delivery; any remaining charges will be billed to you with payment due in 30 days. If you are unable to pay 100 percent of the charges on a binding estimate at delivery, your mover may place your shipment in storage at your expense. In an effort to schedule delivery of your shipment from storage, you will have to pay the required charges and storage fees, if listed in the tariffs, after your shipment arrives at the residence.
  
  2: What carrier will handle my shipment and can you provide their USDOT and MC number. We will once assigned with dates so we are for sure who the carrier will be.
  3: How will the final weight/volume of my belongs be calculated and verified, will I be able to present for this process?
  Your list in inside the Binding Moving Estimate:
  
  Articles List 10 Items, 51 Pieces
  Qty Items
  2 BED, HEADBOARD
  1 BED, KING (WITH MATTRESS)
  1 BED, QUEEN (WITH MATTRESS)
  40 BOX, MED. PBO 18X18X18
  Qty Items
  1 CHEST, MEDIUM
  1 DRESSER, SINGLE
  1 FILE CABINET, 2 DRAWER
  Qty Items
  2 NIGHT STAND
  1 T.V. FLAT SCREEN- 33-60
  1 T.V. FLAT SCREEN- 60-100
  4: What are steps to take if items are damaged or missing upon delivery?
  Your Movers Liability and Your Claims In general, your mover is legally liable for loss or damage that occurs during the transportation of your shipment and all related services identified on the bill of lading. The extent of your movers liability is governed by the Surface Transportation Boards Released Rates Order. The **************************** is an independent ************** that has jurisdiction over *** motor carrier tariffs and valuation for lost or damaged goods. You may obtain a copy of the current Released Rates Order by visiting the ***************************** website at: ******************************** uploads/files/docs/householdGoodsMoving/41845.pdf. In addition, your mover may, but is not required to, offer to sell you separate third-party liability insurance. All moving companies are required to assume liability for the value of the household goods they transport. However, there are two different levels of liability that apply to interstate moves Full Value Protection and Waiver of Full Value Protection - Released Value. It is important you understand the charges that apply and the amount of protection provided by each level.
  
  5: Can I get a detailed itemized and
  binding estimate in writing with time frame between pickup and delivery. You receive that at the time of loading with a valuation walk through listing the condition of each items and receive a itemized list of all goods loaded.
  
  6: are there any potential post contracts fees or charges I should be prepare for?
  Please reffer to link for answers to same questions.
  
  7:What does full value protection covered and how is the value of my items determined?
  Full Value Protection This is the most comprehensive option available to protect your household goods, but it will increase the cost of your move. The initial cost estimate of charges that you receive from your mover must include this level of protection. Your shipment will be transported at this level of liability unless you waive Full Value Protection. Under your movers Full Value Protection level of liability, subject to the allowable exceptions in your movers tariff, if any article is lost, destroyed or damaged while in your movers custody, your mover will, at its option, either: 1 Repair the article to the extent necessary to restore it to the same condition as when it was received by your mover, or pay you for the cost of such repairs. 2 Replace the article with an article of like, kind and quality, or pay you for the cost to replace the items. The exact cost for your shipment, including Full Value Protection, may vary by mover and may be further subject to various deductible levels that may reduce your cost. The minimum level for determining the Full Value Protection of your shipment is $6.00 per pound times the weight of your shipment. Your mover may have a higher minimum value or you may declare a higher value for your shipment (at an additional cost). The charges that apply for providing Full Value Protection must be shown in your movers tariff. Ask your mover for the details under its specific program. Under this option, movers are permitted to limit their liability for loss or damage to articles of extraordinary value, unless you specifically list these articles on the shipping documents. An article of extraordinary value is any item whose value exceeds $100 per pound (for example, jewelry, silverware, china, furs, antiques, oriental rugs and computer software). Ask your mover for a complete explanation of this limitation before your move. It is your responsibility to study this provision carefully and to make the necessary declaration.
  
  8: Am I allowed to inspect my items before making final payments at delivery,
  What happens if I`m unable to make final payments at delivery? They will be checked coming off the truck at delivery. If damages are reported the item on your paperwork at delivery and instructions on claim forms will be provided and documented.
  
  I appreciate your assistance in addressing these questions and helping me ensure a smooth process. Please let me know if you require any additional information from me at this stage.
  
  Looking good forward to your response.
  Best regards
  You were informed that if you needed to revise the list of items to be moved and or added additional services you needed the movers to preform your price would increase based on a revised list of item. We did assure you that the price would remain the same for the exact list of items you provided to be moved. You inquired about updating this list and changing dates for *********** also were given these exact responses in writing via email. Your space is based on your list of items. If your list of items change then you would be charged price per cubic ft. whatever the increase. You are misunderstanding what was being explained to you in regards to the truck. Each line down the inside of the moving truck represents 100 cubic ft. You have on your allotted space inside that truck. You had reserved 371 cubic ft of inventory based on the list of items you provided. That means you had close to 4 lines within the truck of 100 cubic ft.
  

  Articles List 10 Items, 51 Pieces
  Qty Items
  2 BED, HEADBOARD
  1 BED, KING (WITH MATTRESS)
  1 BED, QUEEN (WITH MATTRESS)
  40 BOX, MED. PBO 18X18X18 Qty Items
  1 CHEST, MEDIUM
  1 DRESSER, SINGLE
  1 FILE CABINET, 2 DRAWER Qty Items
  2 NIGHT STAND
  1 T.V. FLAT SCREEN- 33-60
  1 T.V. FLAT SCREEN- 60-100
  After you requested to add additional items to your inventory your list of items you wanted the movers to move went up in side from 371 cubic ft. to 600 cubic ft as shown on the list you provided on 03/21/2025.
  Articles List 16 Items, 63 Pieces
  Qty Items
  2 BED, HEADBOARD
  1 BED, KING (WITH MATTRESS)
  1 BED, QUEEN (WITH MATTRESS)
  40 BOX, MED. PBO 18X18X18
  3 CHEST, MEDIUM
  1 CURIO CABINET Qty Items
  1 DRESSER, DOUBLE
  1 ENTRANCE TABLE
  1 FILE CABINET, 4 DRAWER
  2 FLOWER POT
  1 MISC HHG Qty Items
  4 NIGHT STAND
  1 QUEEN BOX SPRING
  2 SIDE TABLE
  1 T.V. FLAT SCREEN- 33-60
  1 T.V. FLAT SCREEN- 60-100

  
  You were issued an increase in price because you increased what you wanted to be moved. You were informed that you could keep the exact same price for the exact same list of goods you requested to be moved in the original estimate. We understand moving is stressful and have always remained transparent with you from the time you inquired about moving services till now. You then instead requested to cancel the move.
  
  
  
  Your cancellation policy is also in writing and you had to electronically sign and check **** that you understood the terms and conditions. Because your move was already dispatched to a licensed, Bonded, and insured motor carrier your reservation deposit services have been rendered in full and you were aware when signing that you would not be eligible for a refund after 72 hours from signing and making the payment.
  Electronic Signature:
  
  I hereby confirm my signature on the following document: Thank You for choosing United First Class Moving and Storage (Broker). This is your cancellation policy: Your broker fee is not refundable, unless you notify United First Class Moving and Storage in writing within 72 hours after booking at *************************************************************************************** of your intent to cancel the estimate. All cancellation requests must be sent to *************************************************************************************** within 72 hours of making payment. Estimates may be canceled penalty free and broker fees are fully refundable only if the customer cancels the move in writing during the 72 hour window. If a customer books their move within fourteen (14) business days of the pick-up date, the 72 hour window is null and void.
   Thank you for choosing United First Class Moving and Storage.
  
  
  
  
  Document Emailed On: Monday, 01/06/2025 03:36:48 PM (ET)
  Document Signature Name: ****** *******
  Document Signature Email: ***************************************>Document Signature Date: Wednesday, 01/08/2025 06:32:59 PM (ET)
  Document Signature IP Address: ****************>Internet Browser: Chrome
  ------------------------------------------------------------------------------------
  
  You are ineligible for refund because services for your truck, crew, and materials have been held since you signed on 02/10/2025. However, because your move was dispatched on 02/10/2025 services were rendered in full. You requested to canceled after 03/22/2024. Your move deposit can be used as a credit for up to 24 months post the date you requested to cancel you would need to give 7 days notice in advance of the date you would need for loading when you are ready for your move to be loaded.
  
  If you need further assistance you can reach out to us vial email in writing to [email protected].
  Sincerely,
  ******** *****

  
  

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23101483
  
  I am rejecting this response because:united first class moving  claim that I sign documents stating  I agreed  with the bill of lading.  They have no signature  from me neither  did I check any box on that bill of lading it was send to me *** times asking me to sign,and I never  did. And they have no return email from me saying I sign the documents. Mr ***** told me by phone  that it was a electronic signature and he is looking  at My signature as he sit there. I'm 1000%sure  that they don't have my signature on any documents except the tow checks I wrote to them. So if they have any other  signature of mine that mean they  forge my signature. And that is wrong. More over my original items  that I gave  to ****** is not what they have on the bill of lading. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/25/2025

  Response to Rejected BBB Complaint Case #********
  Customer: ****** *******
  
  
  Dear ******************** Representative,
  
  
  We are responding to the customers rejection of our initial response regarding complaint #********.
  
  
  Dear ******,
  We understand your concerns; however, your statements are not consistent with our documented records.
  
  
  You were asked on multiple occasions to sign the revised Bill of Lading to reflect updated loading dates. While you declined to sign the revised version, you did in fact sign the original Bill of Lading and Binding Moving Estimate when you booked your move on January 8, 2025.
  
  
  Additionally, your electronic signature on the terms and conditions, including our cancellation policy, was completed and submitted on Wednesday, January 8, 2025 at 6:32:59 PM ET using IP Address ************* from a Chrome browser. Below is the exact verbiage of that electronic signature acknowledgment:
  
  
  
  
  
  
  Electronic Signature Confirmation:
  I hereby confirm my signature on the following document: Thank You for choosing United First Class Moving and Storage (Broker). This is your cancellation policy: Your broker fee is not refundable, unless you notify United First Class Moving and Storage in writing within 72 hours after booking at *************************************************************************************** of your intent to cancel the estimate
  
  
  Document Emailed On: Monday, 01/06/2025 03:36:48 PM (ET)
  Document Signature Name: ****** *******
  Document Signature Email: ************************************
  Document Signature Date: Wednesday, 01/08/2025 06:32:59 PM (ET)
  IP Address: *************
  Internet Browser: Chrome
  
  
  Your request to cancel services was received on March 21, 2025, which is more than two months after signing the original contract documents. As clearly stated in the agreement you signed, cancellations must be submitted in writing within 72 hours of booking, and the broker fee is non-refundable outside of that window.
  
  
  Furthermore, there is no evidence or indication of forgery. All electronic signatures are verifiable through DocuSigns secure authentication process and are legally binding
  
  
  Sincerely,

  Kourtney Stine 

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23101483
  
  I am rejecting this response because: I did not put my  signature or check any boxex on any of your documents agreeing to any terms and conditions. I also did not send *** text or email asking any one to cancel my move.I asked Brooke  and Jacob  to change  the moving date  Due to some family medical emergencies. The last phone  conversation I had with ***** he told me he have a 4 ft truck for me and it can't hold my items. I send him a email right  after the conversation asking him to look into those prices and let me know, that was my last correspondence I had,and no one responded so your statement are untrue.

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

• Initial Complaint

  Date:03/14/2025

  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.

  In October 2024, contacted business a month in advance for an estimate to move from ********* to ******* and was quoted $1300 which i thought was reasonable for what I had. They asked for a $300 deposit which I sent them electronic check. About three plus weeks goes by and 5 days before the scheduled pick up date I receive a call from ***** *****, Senior Dispatch Mgr, stating that there was not enough room on the truck scheduled and would only be able to take about half my belonging so in order to pick up everything Id have to pay another $1300. Being it was only 5 days ahead of the pick up date and Grant basically was like either pay the extra $1300 or leave stuff behind. I felt intimidated and pressured by Grants demeanor so at the time I agreed to it and had to fill out another contract and give him another $1000 deposit via electronic check. I could not sleep that night thinking about how I was treated with what i believe is a bait and switch practice I looked over the contract and had the option to cancel the contract and if I cancelled before 72 hours before the pick up date that I would be able to get my deposit back so that is what I did.I completed the refund agreement form and sent it back for which I received an email stating the agreement was received. The agreement form stated a check will be sent within 60 BUSINESS days so i waited 3 months which is well over the 60 business days and have received a check for $1300. Ive contacted the business multiple times with no reply or response. The work order of the contract is Job ID # ********* and Grants phone contact is ************** or ************** and email address [email protected] have posted a review on TrustPilot giving the company 1 star and if you look at all of the 1 & 2 star reviews you see that most all of them are comments about their bait and switch practice. With the refund agreement they accepted and approved from me and not refunding me my $1300 is theft In my mind.

  Business Response

  Date: 04/08/2025

  Dear ******,
  
  Thank you for reaching out. We understand the concerns youve raised and would like to provide clarification regarding your moving estimate, services rendered, and the subsequent cancellation.
  
  ****** originally received a Binding Moving Estimate based on a self-reported inventory totaling approximately 300 cubic feet, which included 16 articles and 36 total pieces, including boxes. This estimate was provided in good faith, based solely on the information ****** gave during initial setup.
  
  Approximately 710 days prior to the scheduled pickup, as part of our standard policy and per DOT regulation 49 CFR *******, we conducted a pre-move review to confirm inventory. At that time, ****** requested to substantially increase his inventoryby more than 50%. This necessitated the use of a larger truck, a revised crew, and a complete reworking of logistics. Due to the increased size and weight of the shipment, we were legally required to revise the Binding Estimate to reflect the new details.
  
  We would like to take a moment to explain the difference between a Binding Estimate and a Non-Binding Estimate:
  A Binding Estimate outlines a guaranteed, fixed cost based on declared inventory and cannot be changed after pickup unless the inventory changes.
  A Non-Binding Estimate is based on actual weight and services at the time of the move and can vary in final cost.
  
  Because ****** estimate was for a Binding Estimate, we were required by law to issue a revised version that reflected the newly updated inventory. This updated Binding Estimate was issued on 10/26/2024, and ****** reviewed and signed it, fully acknowledging the new terms.
  
  On 10/29/2024, ****** called our office to cancel his move. At that time, it was clearly explained that his reservation deposit was non-refundable as outlined in the signed estimate. The cancellation policy, which ****** electronically signed on 10/04/2024, clearly states:
  
  Broker fees are non-refundable unless the customer notifies ********************** in writing within 72 hours after booking. This policy is void if the move is booked within 14 business days of pickup.
  
  ****** booked his move within the 14-business-day window, rendering the standard 72-hour cancellation policy void. Therefore, his deposit became non-refundable, as the services tied to that depositincluding reservation, scheduling, customer service, and reassignment of a licensed carrierhad already been rendered.
  
  Despite being advised of the non-refundable policy, ****** canceled the move. We even offered a credit toward a future move, provided he gave 7 days notice before any rescheduled loading datean offer still valid at the time.
  
  On 12/03/2024, as a gesture of goodwill, our billing department offered ****** a $300 refund in exchange for a signed non-disparagement agreement (***). ****** accepted, signed the ***, and agreed to remove and refrain from posting further negative reviews. However, ****** proceeded to violate the *** by continuing to post defamatory content on various platforms.
  
  Due to this breach, the agreed refund was nullified, and ****** was informed that his deposit was forfeited as a result. The matter was escalated, and our legal department is now reviewing his actions in full.
  
  To be clear, this was not a case of bait and switch. All revisions to pricing were prompted by ******* significant change in inventory, which required compliance with federal regulations governing moving estimates. No actions were taken without ******* consent or signature. Suggesting otherwise is both misleading and defamatory.
  
  At this time, we will no longer engage in further communication regarding this matter. ****** has been advised of this decision.
  
  Thank you,
  United First Class Moving and Storage
  Customer ********************

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23067116
  
  I am rejecting this response because: United First Class Moving and Storage is exaggerating in their comment concerning multiple key areas. 1. They stated I had 16 articles and 36 pieces including boxes when in fact it was 8 pieces of furniture (pictures were emailed to ****** *****) and 17 boxes for a total of 25 pieces. 2. They stated I requested to increase my inventory by 50% when in fact it was ***** ***** who called me 5 days before pick up date and he was the one that told me I needed to increase the size of the space needed for my items after re-reviewing the items I initially informed them of. He said I needed to either double the space or leave half my stuff behind so with this information ***** provided I felt pressured to do what he stated being only 5 days before pick up date so a new contract was drafted with me providing another $1000 deposit to make it a total of $1300. 3. They stated when I called to cancel the move that I was informed my deposit was non-refundable which is a bold face lie. It was ***** I spoke to and he NEVER mentioned my deposit was non-refundable at that time and said he would send me their cancellation form to fill out and return which I did. Why would ***** even send me the form to complete if he supposedly told me it was non-refundable. As a matter of fact, if I would have been told this I would have reluctantly stayed with my move and been a very unhappy customer since I would not have wanted to lose $1300. 4. They go on to state in their comment that I was offered a credit towards a future move provided I gave them 7 days notice before any rescheduled loading date which is another lie. 5. When ***** sent the supposed cancellation form it appears he actually sent me their *** form which is a different form he never explained to me what I would be signing. If ***** would have been truthful about explaining things correctly to me again I would have most likely agreed to not post negative reviews and get at my first initial $300 deposit back.

  I believe ***** knew exactly what he was doing when he sent me the *** form to complete instead of the cancellation form as we discussed. His position with ********;S is Senior Dispatch Manager and my definition of the word Senior in a job title means he should be experienced in his job and know how to deal with customers. Maybe my bait and switch comment should be aimed at ***** for saying hed send me one form but actually sending be another complete. I also believe he wasnt truthful to his own company because of the discrepancies in the comment received by the BBB. I wish I would have recorded the conversions because if I did I would file a lawsuit instead. I suggest he be retrained and Senior part of his title removed as it appears he doesnt know your forms or may be thats just how he treats customers who want to cancel a contract.

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

  Business Response

  Date: 04/21/2025

  Dear BBB and ******,
  
  Thank you for the opportunity to respond. We would like to provide clarity regarding this matter, including the nature of the customers estimate, cancellation, refund eligibility, and recent conduct.
  
  ****** initially received a Binding Moving Estimate based on a self-reported inventory of approximately 300 cubic feet, including 16 articles and 36 total pieces (e.g., boxes). This quote was created in good faith using only the information ****** voluntarily provided during his call with our booking department.
  
  Per our standard protocol and in accordance with DOT regulation 49 CFR *******, our dispatch team conducted a pre-move inventory confirmation 710 days prior to pickup. At that point, ****** requested a significant increase in his inventoryexceeding 50% of the original amount. This substantial change required us to issue a revised Binding Estimate, as the shipment size, truck requirements, crew needs, and route logistics had changed materially.
  
  It is important to understand the legal distinctions between estimate types:
  A Binding Estimate guarantees the cost based on declared inventory and cannot increase unless inventory or services change.
  A Non-Binding Estimate is based on actual weight and may vary at time of move.
  
  Because Denniss inventory expanded, we were required by federal law to revise and reissue the Binding Estimate. This updated estimate was sent and electronically signed by ****** on 10/26/2024, confirming his acceptance of the revised terms and associated costs.
  
  On 10/29/2024, ****** chose to cancel his move. However, as outlined in the cancellation clause he signed on 10/04/2024, cancellations are only eligible for refund if made in writing within 72 hours unless the move is booked within 14 business days of pickupin which case, the policy becomes void. ****** booked within this restricted time frame; thus, his $1,300 deposit was non-refundable. Nevertheless, we extended an option for him to apply the deposit as a full credit toward any future move, provided he gives a 7-day notice.
  
  Refund Agreement & NDA Violation
  
  Despite the terms, and as a goodwill gesture, our billing department extended a Refund Agreement on 12/03/2024, offering $300 in return for ****** signing a non-disparagement agreement (NDA). ****** signed the agreement via ******** and was advised that receipt of the refund was conditioned on compliance, including refraining from public negative commentary.
  
  However, ****** breached the *** shortly thereafter by continuing to post defamatory reviewsincluding those on TrustPilotcontrary to the terms he agreed to. He was notified that the refund had been voided due to this breach. This was communicated directly, and ****** acknowledged receipt.
  
  He later contacted **************** multiple times, and the matter was fully explained. He remains eligible to use his deposit as a credit for a future move at no additional charge, with at least 7 days notice required.
  
  Mischaracterization of Events
  
  This situation was not a bait and switch. All changes to pricing were lawfully based on federally mandated estimate revisions after ****** increased the size of his shipment. Every estimate, cancellation policy, and refund term was presented in writing and signed by ******.
  
  Alleging theft or deceptive practices is not only inaccurate, it is damaging and defamatory, especially given that ****** was offered both a refund (under clear conditions) and the continued use of his deposit for future services.
  
  Violation of BBB Community Guidelines
  
  Lastly, we respectfully bring to your attention that ****** appears to have filed multiple separate complaints against our business with the BBB. As outlined in the BBB Community Guidelines, complainants should not submit multiple complaints for the same matter. We kindly request that BBB review the history associated with this consumer and consider consolidating or removing duplicate complaints per policy.
  
  ?
  
  Summary:
  ****** accepted and signed all estimate and cancellation terms.
  The estimate increased due to his own changes in inventory.
  He signed and violated a refund agreement with a non-disparagement clause.
  He has been in communication with our team and is aware his deposit remains available as a credit.
  Multiple BBB complaints on the same matter violate submission policy.
  
  We consider this matter closed and will not be engaging in further correspondence. We respectfully ask that this complaint be evaluated in line with BBBs policy on duplicative reviews and contract disputes.
  
  Sincerely,
  Customer Relations Department
  **********************

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23067116
  
  I am rejecting this response because:
  Its obvious that the people at ********;S dont know how to research a complaint because if they did they would listen to their taped phone calls between myself and ***** and they would hear multiple times he said one thing and did another which is deceiving the customer (me). It goes to show that UFCM&S doesnt care about deception as long as they get money.

  Another thing, this isnt multiple complaints thru BBB, its one complaint going back and forth to your untruthful responses. 
  I guess with UFCM&S being a corporation they must need the money more than a retired person living on social security so they most likely use these tactics to get as much as they can. 
  I can only hope that ***** does some kind of tariffs or creates a law that punishes companies for using deceptive practices. You must be very proud  of yourselves and I will continue to inform the public anyway I can to avoid your company. 
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/02/2025

  Type:Order 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 hired them to move from ************* to the ******* area. We meticulously videoed each room and counted boxes to ensure an accurate quote. We entered into a BINDING agreement. When they came this morning, they randomly added thousands of dollars to the price and said they couldn't go forward with the previously agreed upon move. They brought up ridiculous up-charges that weren't in the agreement and we had to refuse their service, even though we had measured the cubic footage of the material being moved and it was right on target. When we called after the movers refused to load our belongings, the customer service representative was extremely aggressive on the phone. They have a cancellation policy that is ineffective because you have to cancel 72 hours before the move, but I was not given the date of the move. I was given a two-day window (Saturday or Sunday) and they said they would confirm by Thursday. They did not and I had to call Friday afternoon because I hadn't heard from them and was informed the move would be Sunday, so even if I had wanted to cancel in time for a refund, I couldn't have.

  Business Response

  Date: 03/17/2025

  Dear BBB and ***** *********,
  
  We appreciate the opportunity to address Ms. ********** concerns regarding her move from *************, **, to ***********, **. We understand that moving can be a stressful experience, and we regret that she was dissatisfied with her service.
  
  Ms. ********* initially reached out on February 17, 2025, to receive a Binding Moving Estimate for her long-distance move. During this process, she provided a detailed inventory list of the items to be moved and the services she required. Based on this information, a Binding Estimate was issued, which she reviewed and signed.
  
  On February 26, 2025, our team attempted to contact Ms. ********* to reconfirm the inventory list and any additional services she might require. At that time, she indicated that no changes were needed. On March 2, 2025, a formal pickup confirmation email was sent, specifying the exact date and time for loading.
  
  However, upon the movers arrival on the scheduled pickup date, additional services and items were requested that were not included in the original Binding Estimate. These included:
  Packing services for a bed and mirror,
  A mattress slipcover,
  A mirror box, and
  Additional inventory beyond what was initially disclosed.
  
  As per the terms of the agreement, any additional items or services beyond the original Binding Estimate would require a revised cost adjustment. Our customer service representative, *****, reviewed these additions with Ms. ********* and informed her of the associated costs. To minimize any additional charges, she was given the option to pack the mirror herself using a mirror box purchased separately.
  This is also in bold letters inside the Binding Moving Estimate tersm:

  VERY IMPORTANT - IF YOU ADD ***** AT PICK-UP OR IF THE ***** ARE A DIFFERENT VOLUME AND/OR WEIGHT FROM WHAT IS ESTIMATED ON THIS AGREEMENT:
  1. The mover must provide you with a revised estimate.
  2. Contact our office at ************** so that we may assist you with any revisions.
  3. DO NOT allow the mover to load the truck or perform any services before you CALL US. You must agree in writing to the new estimate. We will assist you with this.
  4. If you have not signed the mover`s revised estimate, and the mover loads the truck, then federal regulation requires that the mover has reaffirmed the original estimate and cannot demand additional payment at delivery for the additional items.
  This is why we ask you to notify us of modifications at least 3 business days before the scheduled pick-up date, to avoid surprises at pick-up! On the day of pick-up, your ******* may offer you a new revised estimate listing all costs for the entire move including the additional services ordered or additional items to be moved, if any. The total price will be the same as the price listed on this estimate if your inventory estimated weight/volume has not changed and if you do not require additional services. If your inventory estimated weight/volume increases or if you require additional services, however, then your price may change based on the rate per pound and/or cubic feet stated in this estimate.
  
  
  Ms. ********* ultimately declined the additional charges and refused service, sending the moving crew away. Per the terms of the agreement, her deposit is non-refundable as services were rendered, including truck dispatch and labor costs. However, as a goodwill gesture, we have offered to apply her deposit as a credit if she chooses to reschedule her move with at least seven days notice.
  
  If Ms. ********* has any further concerns or would like to reschedule, our customer service team is available to assist her.
  
  Sincerely,
  ******** *****

  Business Response

  Date: 03/17/2025

  Dear BBB and ***** *********,
  
  We appreciate the opportunity to address Ms. ********** concerns regarding her move from *************, **, to ***********, **. We understand that moving can be a stressful experience, and we regret that she was dissatisfied with her service.
  
  Ms. ********* initially reached out on February 17, 2025, to receive a Binding Moving Estimate for her long-distance move. During this process, she provided a detailed inventory list of the items to be moved and the services she required. Based on this information, a Binding Estimate was issued, which she reviewed and signed.
  
  On February 26, 2025, our team attempted to contact Ms. ********* to reconfirm the inventory list and any additional services she might require. At that time, she indicated that no changes were needed. On March 2, 2025, a formal pickup confirmation email was sent, specifying the exact date and time for loading.
  
  However, upon the movers arrival on the scheduled pickup date, additional services and items were requested that were not included in the original Binding Estimate. These included:
  Packing services for a bed and mirror,
  A mattress slipcover,
  A mirror box, and
  Additional inventory beyond what was initially disclosed.
  
  As per the terms of the agreement, any additional items or services beyond the original Binding Estimate would require a revised cost adjustment. Our customer service representative, *****, reviewed these additions with Ms. ********* and informed her of the associated costs. To minimize any additional charges, she was given the option to pack the mirror herself using a mirror box purchased separately.
  This is also in bold letters inside the Binding Moving Estimate tersm:

  VERY IMPORTANT - IF YOU ADD ***** AT PICK-UP OR IF THE ***** ARE A DIFFERENT VOLUME AND/OR WEIGHT FROM WHAT IS ESTIMATED ON THIS AGREEMENT:
  1. The mover must provide you with a revised estimate.
  

  2. Contact our office at **************

   so that we may assist you with any revisions.

  
  3. DO NOT allow the mover to load the truck or perform any services before you CALL US. You must agree in writing to the new estimate. We will assist you with this.
  4. If you have not signed the mover`s revised estimate, and the mover loads the truck, then federal regulation requires that the mover has reaffirmed the original estimate and cannot demand additional payment at delivery for the additional items.
  This is why we ask you to notify us of modifications at least 3 business days before the scheduled pick-up date, to avoid surprises at pick-up! On the day of pick-up, your ******* may offer you a new revised estimate listing all costs for the entire move including the additional services ordered or additional items to be moved, if any. The total price will be the same as the price listed on this estimate if your inventory estimated weight/volume has not changed and if you do not require additional services. If your inventory estimated weight/volume increases or if you require additional services, however, then your price may change based on the rate per pound and/or cubic feet stated in this estimate.
  
  
  Ms. ********* ultimately declined the additional charges and refused service, sending the moving crew away. Per the terms of the agreement, her deposit is non-refundable as services were rendered, including truck dispatch and labor costs. However, as a goodwill gesture, we have offered to apply her deposit as a credit if she chooses to reschedule her move with at least seven days notice.
  
  If Ms. ********* has any further concerns or would like to reschedule, our customer service team is available to assist her.
  
  Sincerely,
  ******** *****

  
  

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23009887
  
  Dear Better Business Bureau and United First Class,
  I am writing to formally dispute United First Class' response to my complaint regarding my move from *************, **, to ***********, **. Their statement contains multiple inaccuracies and misrepresentations, which I will address below with reference to the contract terms.
  
  1. Inventory List and Space Estimate
  United First Class claims that I added additional items and services on the day of the move. This is false. The inventory list I provided at the time of the Binding Moving Estimate was identical to the list presented on the day of the move. Furthermore, the original spacing estimate of 400 cubic feet was correct, as later confirmed by another moving company that successfully completed my move using the same specifications. The contractors sent by United First Class erroneously claimed that the space estimate was inaccurate without legitimate justification.
  
  2. Deposit and Refund Policy
  United First Class asserts that my deposit is non-refundable because truck dispatch and labor were utilized. However, the contract does not explicitly state that simply sending a truck and labor justifies keeping the deposit, especially when no services were actually rendered due to their failure to honor the Binding Moving Estimate. Since they refused to complete the move under the agreed-upon terms, I was left with no choice but to hire another moving company, incurring additional costs and inconvenience.
  
  3. Notification of Inventory Changes
  United First Class' statement suggests that I was required to notify them of modifications at least three business days before the move. However, I made no modifications, so this clause is irrelevant to my case. They are incorrectly applying a policy meant for customers who actually change their inventory list, which I did not do.
  
  Given the contract violations and the financial burden I faced in hiring another company, I request a full refund of my deposit. United First Class failed to adhere to the terms of their own agreement, attempted to impose unauthorized charges, and wrongly withheld my deposit despite their refusal to complete the move. I urge the BBB to review this matter thoroughly and hold United First Class accountable for their unfair business practices.

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

  Business Response

  Date: 04/14/2025

  Dear Better Business Bureau and Ms. *********************** you for the continued opportunity to respond to ******************** ongoing dispute regarding her scheduled move from *************, **, to ***********, ***
  
  We understand Ms. ********** frustration and regret that she remains dissatisfied with the outcome. However, after a thorough internal review and re-verification of the events, documentation, and signed agreements, our original response stands, and we must respectfully reiterate our position.

  
  1. Inventory List & Space Estimate
  
  Ms. ********* continues to assert that her inventory and volume estimate did not change from the original Binding Estimate. However, our on-site crew documented additional services and materials requested at the time of pick-up that were not included in her signed estimate. These included:
  Packing services for a bed and a mirror,
  A mirror box,
  A mattress slipcover, and
  Additional volume not previously accounted for in the initial estimate of items she needed for packing.
  
  Per federal regulations and the terms outlined in the signed Binding Estimate, any deviation from the original inventory or required services must be reflected in a revised estimate before loading begins. The relevant section of the estimate clearly bolded and acknowledged by signature states:
  
  **If you add items at pick-up or if the items are a different volume and/or weight from what is estimated on this agreement:
  
  1.The mover must provide you with a revised estimate.
  ********* our office
  **** NOT allow the mover to load the truck or perform any services before you CALL US.
  ***** must agree in writing to the new estimate.**
  
  These procedures are required by federal law and are not subject to internal discretion. They are designed to ensure transparency and consent for both parties when conditions differ from the original estimate.
  
  2. Deposit and Refund Terms
  
  Ms. ********** assertion that no services were rendered is factually incorrect. While she declined to proceed with the actual transport, our company fulfilled several logistical and operational obligations, including:
  Truck and crew dispatch,
  Coordination of labor and equipment based on her reservation,
  Administrative handling of schedule, insurance, and documentation.
  
  Under the terms of her signed agreement, once resources have been allocated and dispatched, the deposit becomes non-refundable. This policy is not contingent upon the customers final decision to proceed with loading, but rather on the reservation and mobilization of services.
  
  3. No Notification of Changes
  
  We acknowledge Ms. ********** position that no changes were made on her end; however, our crews documented assessment and request for added services on-site indicate otherwise. Whether intentional or not, undisclosed service needs trigger the contractual clause requiring advance notification and revised approval a process clearly stated in the Binding Estimate and the pre-pickup confirmation email sent to Ms. ********* on March 2, 2025.
  
  
  4. Offer of Goodwill Credit
  
  Despite these circumstances, we extended a goodwill gesture allowing Ms. ********* to apply her full deposit as a credit toward a future move, provided she gives at least seven days notice. This offer remains available to her as a resolution option.
  
  Final Clarification
  
  We recognize that Ms. ********* does not accept our response. However, our obligations under federal regulations and our contract have been met in full, and we stand by our actions as compliant and fair.
  
  Unless new material evidence is submitted, we consider this matter resolved and respectfully request that the BBB treat our response as final. Should Ms. ********* wish to utilize her credit or speak further with our team, we remain available to assist her.
  
  Sincerely,
  ******** *****
  Customer Relations Manager
  **********************

• Initial Complaint

  Date:02/12/2025

  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.

  October 14, 2024 we hired United First Class Moving and Storage to move us out of 2 storage units on November 1, 2024, paid them 50% ($3,500) of their relocation estimate they provided (attached). On October 26, 2024 they called to tell us that the price was $14,000 because our estimate was for only 1 unit (even though we clearly told the agent 2 - otherwise how would they have known prior to the move to call us and demand additional money to complete the move). I immediately cancelled the move with them. It is my fault that I did not read all the fine print or understand the sq footage, so with that in mind and signing their agreement I understand that 20% of the estimate ($1,400, 20% of $7,000) is not refundable. I have tried several times to have written communication to get the $2,100 refunded and those efforts have failed. I refuse to communicate on the phone with these people as they are rude, condescending (the man that I spoke with to cancel the move) and untrustworthy, as the conversation with their sales guy, what he knew, what he agreed to verbally was not what transpired. I will own my part in not reading more closely or understanding the bid, which $1,400 is more than enough to teach me a lesson, as they did nothing, moved nothing, didn't come out, nothing, just gave me a price, increased it and the move was cancelled. This order was cancelled 7 days before the event.

• Initial Complaint

  Date:01/14/2025

  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 tried hiring United First Class Moving and Storage to move my belongings from *** to *****. I gave them a list of the items I was sending and they wrote the sizes wrong, therefore wanting to charge me more 2 days before the said move. I gave them a $1000 deposit on a $3000 move. I tried to get a refund to no avail. I would like a full refund. They have turned what is already a hard move into a nightmare.

• Initial Complaint

  Date:01/12/2025

  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.

  ***** ***** - Customer Service Manager, ********************** ************; ***************************************************************************************** ***************************************************************************** US DOT: ******* MC: ******* This moving company originally contracted my pick-up date to be Fri, Dec 27. They stated their truck broke down and had to send another one, Sat Dec 28.Their email stated the driver would contact me between 11-3; that did not happen. The driver, *****, said he would be there between 3-4; that did not happen. I gave a very detailed itemized account of what needed to be moved. It was not a full household, but a few pieces of furniture, boxes, plastic containers, and a digital piano. No mention of an extra handling fee for the piano was mentioned or seemingly included in the original estimate. When the driver finally arrived, he showed me panels in the truck and stated my estimate was for "two panels, side-to-side, and to the top". There was NO WAY my recliner, chair, and digital piano would fit in that area much less the other items, boxes, and containers. I feel this was a "Switch and Bait".He went through and estimated what the actual cubic footage would be which caused the price to be doubled. I was offered a chance to refuse, but it was late in the evening, I was already packed and was in my new home awaiting the furniture.I gave him the $1200 I had brought for the original estimate. Owing $1277 more, he said he would take the cash for the pick-up and if I would have the money Monday, I could give it to the delivery crew then. Fairway Moving did not honor that agreement. It has been 11 business days, and I still have not gotten my furniture. They are awaiting a delivery going to ************, or one nearby to pick up after my delivery. NONE OF THIS is what I agreed to. I texted to ask how much extra it would take to get my furniture -- no reply. They don't even know or won't tell WHERE my stuff is.

  Business Response

  Date: 02/07/2025

  Dear BBB,
  This is not one of our customers. It looks like this customer signed paperwork with separate business called Fairway Moving services.  I would suggest the customer to reach out to the correct business for information on her items. The estimate that was given to this customer by ****************************************************************** was for $1452.00 she ultimately decided to reserve her move with the carrier and did not use our services nor have we loaded transported or moved her belongings. Please advise this is not a customer that used ******************************************************************. She went directly with Fairway moving.

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

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

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

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

  Sincerely ,

  Customer Support ********************

  Customer Answer

  Date: 02/08/2025

   
  Complaint: 22800730
  
  I am rejecting this response because:I have a signed contract with United First Class Moving and Storage, LLC .  They sent a letter saying that Fairway Moving LLC  would be my carrier:  

  
  Saturday, 12/28/2024   
  Hi ****, This is Customer Support with **********************. Your pickup is scheduled for Saturday, December 28th between 11am - 3pm. Please keep in mind that this is an estimate and is subject to change. Please do not make any travel arrangements for your backup date.
  
  Your carriers name is FAIRWAY MOVING LLC. Please be sure to have your pick up payment made out to them using one of the following methods:
  
  1. Cash
  
  2. Postal Service money order
  
  3. Zelle
  
  Your current balance is $952.49 paid 50 - 70% at the time of loading. Your most recent estimate is valid for 291 cubic feet. Please be advised that if you require or elect for additional services (such as packing for glass or fragile items), or if your shipment increases in cubic footage, your pickup balance may change. Your driver will help you to understand where an increase may be coming from, if any.
  
  If you have any questions please let us know and have a wonderful rest of your day. Thank you
  
  Sincerely,
  
  ***** *****
  Customer Service Manager
  United First Class Moving and Storage
  **************
  **************
  [email protected]
  ********************************************************************************************
  US DOT: 4167466  MC: 1602319

  I believe this to be a bait and switch.   I have issues with BOTH companies -- doubling the initial estimate, keeping my furniture (albeit legal) 19 days for a 135 mile trip.  Then stating they will not bring the furniture to my condo unless they have another $500.   The move was handled poorly. Expensive items damaged, items missing, and I found rocks and seed pods INSIDE my boxes.   All of which I have pictures and documentation in emails and texts.   I am not very computer savvy, am 70 years old, but I think this whole thing STINKS.

  Please advise.

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

  Business Response

  Date: 03/03/2025

  Hello,

  Again she is contacting the incorrect company and this needs to be referred to FAIRWAY MOVING LLC.

  This is the company she contracted with Directly. Please remove this complaint as this is against the incorrect business. 

  Fairway Moving LLC 
  **********************************************************************************
  DOT: ******* MC: 1492974
  CS ************ ***** ************

   

  Sincerly,

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

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22800730
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 03/06/2025

  I don't know what clarification you need??     The original complaint was for shady moving practice (bait and switch), and improper handling of the furniture.    The company, United First Class Moving and Storage stated I did not contract with them, but independently went with another company.     I supplied the documents showing that United First Class SENT ME....Fairway Movers and that I did NOT independently go to another service.

  United First Class still claims I did not contract with them, and I should go seek our Fairway Movers.    I had 10 days to reply, and did so in the time limit.   I included my Binding Moving Estimate with United First Class and highlighted their handling of the move.     Yes, they sent Fairway Movers and I had to, under duress, go with them....thinking they worked for United First Class.

  If United First Class was NOT the moving company, then I'm asking for the refund of $500 that I sent them.

   

  Business Response

  Date: 03/17/2025

  Dear Better Business Bureau,
  
  We are in no way affiliated with this matter and you continue to send the same email to us. Mrs. ******* has been given the correct contact information for the business she contracted with directly. You are sending updates to the wrong business. Please correct this.
  
  Sincerely,
  ******** *****

  Business Response

  Date: 03/17/2025

  Dear Better Business Bureau,
  
  We are in no way affiliated with this matter and you continue to send the same email to us. Mrs. ******* has been given the correct contact information for the business she contracted with directly. You are sending updates to the wrong business. Please correct this.
  
  Sincerely,
  ******** *****

  Customer Answer

  Date: 03/17/2025

  Why are you folks not stepping in as the BBB to see this is a scam operation.    I HAVE A CONTRACT WITH THESE PEOPLE.     They did not honor their contract, and said I went to Fairway Movers "on my own" which I did NOT.

  This is a switch and bait company.    They are not addressing the charges nor their neglect, only stating I'm dealing with the wrong company.     But my contract was with United First Moving and Storage -- which I have submitted.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 22800730
  
  I am rejecting this response because: They state they are the wrong company, but my contract is with THEM.    If I did not do business with THEM, I'd like my deposit back.    To keep saying my business is NOT with THEM is inaccurate.  They ALSO stated I went out on my own to contract with the "other" company, yet AGAIN, I showed an email from United First Class Moving and Storage that stated THEY were sending the "other" company  Check previous attachments showing the signed contract from THEM.  Their contract guaranteed certain provisions which were not met.    I'll deal with the "other" company later.   

  This sounds like a ************ working on a "bait and switch" deal.     I am not sure how much more evidence I need to present to refute their denials.

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

  Business Response

  Date: 04/14/2025

  Dear Better Business Bureau and Ms. **** *******,
  
  Upon further investigation, we have once again confirmed that United First Class Moving and Storage was not the motor carrier responsible for facilitating Ms. ******* move. We directly contacted the motor carrier assigned to her relocation, using the same contact information provided to Ms. ******** That carrier has confirmed that her move was successfully delivered as of January 29, 2025.
  
  We respectfully reiterate that our company was not involved in the physical execution of Ms. ******* move, and we do not hold any contractual relationship with her. Her main issue is with a separate motor carrier that she entered into a contract with, Fairway Moving and Storage.
  
  We are uncertain as to why Ms. ******* continues to reject our responses, despite multiple clarifications. If she requires further assistance, she must contact the actual carrier who handled her move for any follow-up or dispute resolution. All the information is readily available on ****** with a simple ****** search of the company she is having issues with.
  
  At this time, we have no additional information to provide and no involvement in this transaction. Therefore, we are formally requesting that this complaint be closed or removed as it has been misdirected to the incorrect company.
  
  Sincerely,
  ******** *****
  Customer Relations Manager
  **********************

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 22800730
  
  I am rejecting this response because:   MY CONTRACT WAS WITH YOU.     You stated I went with another carrier, however, the email I submitted earlier says YOU ASSIGNED the carrier to me.

  However, MY SIGNED CONTRACT WAS WITH YOU!!

   

  This will be going to the ************************* as a "bait and switch".    I will NOT remove this complaint.    You are TOTALLY DISHONEST.

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

  Business Response

  Date: 04/15/2025

  Dear ****,

  Again, We respectfully reiterate that our company was not involved in the physical execution of Ms. ******* move, and we do not hold any contractual relationship with her. Her main issue is with a separate motor carrier that she entered into a contract with, Fairway Moving and Storage. You signed a Government bill of lading with a completely different company..

  Your contract that is in question that this review is based on is with your carrier. You signed and entered into a contract at loading with a separate carrier and again we encourage you to contact the company that you have the contract with directly. We cannot assist you in any way with any issues you may have with a completely different business. We appreciate you time however there is no further response please again contact the business you hired and signed a contract with.
  
  At this time, we have no additional information to provide and no involvement in this transaction. Therefore, we are formally requesting that this complaint be closed or removed as it has been misdirected to the incorrect company.
  
  Sincerely,
  ******** *****
  Customer Relations Manager
  **********************  

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 22800730
  
  I am rejecting this response because:   I signed a contract with United First Class Moving and Storage AND paid a $1200 deposit which they kept.   If I did not do business with your company, REFUND THE DEPOSIT.

  Your company told me "your truck broke down" and would be sending another 'truck' .... nothing was said about a DIFFERENT COMPANY.    I have all the text messages indicating this.

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