Complaints

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

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• 

  UniGroup

  1 Premier Dr Fenton, MO 63026-2989

  
• 

  UniGroup

  1 Worldwide Dr Fenton, MO 63026

• 

  UniGroup

  3122 Mike Padgett Hwy Augusta, GA 30906

• 

  Cook Moving Systems, Inc

  2195 Arthur Ave Elk Grove Village, IL 60007

• 

  United Van Lines

  15850 SANTA FE TRAIL DR. Lenexa, KS 66219

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:06/02/2025

  Type:Sales and Advertising 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.

  Weve been dealing with United Van lines since we had to file a claim against a move they did for us. We had numerous damaged and missing items. The claim is close to $12,000 and we cant seem to get a resolution after 3 and a half months now. The moving contract says we are covered for $70,000 at full replacement cost so I dont understand the issue. We would like the full amount we claimed paid in full immediately.

  

  Business Response

  Date: 06/17/2025

  Please see attachment for business response.

   

  Customer Answer

  Date: 06/17/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair 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.

  Contracted ******** Moving and Storage for a move from ************, ** to ************ ** that was completed on 10/10/2024. We identified multiple items were damaged and file a claim with ********. We received a check for $799 for two items that could not be repaired. The remaining items were repaired by a repair company hired by ******** that did a poor, substandard job. We appealed and asked to another repair firm to come out, or have the original firm come back out to fix or pay an amount of $1400 for reduced value and we would repair ourselves. As of 5/13/25, I have not heard anything from the repair company and now the claims team is not returning my email requests for update. Additionally, the claim team said not to cash the check for the 2 items that could not be repaired until the other items are handled.

  

  Business Response

  Date: 05/28/2025

  Please transfer this complaint to the Eastern Missouri BBB as the ****** ***** shipment moved under United Van Lines ("United") interstate operating authority. For purposes of the ****** ***** interstate move, ******** Moving & Storage ("agent name") was acting solely as a disclosed household goods agent of United. As a disclosed household goods agent, ******** Moving & Storage cannot be liable for damages arising out of United's performance under its interstate Bill of Lading. Therefore, please remove ******** Moving & Storage from the complaint and forward the complaint to the Eastern Missouri BBB (Better Business Bureau Serving Eastern Missouri & **************************************************************************************************************; ***********************************************************************************).  You may reference the interstate order #U327-203-4 for identification to the carrier, United Van Lines.

   

  Thank you,

  *** *******

  

  Business Response

  Date: 06/03/2025

  I reached out to the shipper and offered $800.00 as a customer service gesture to resolve the claim and the shipper accepted. 

  Customer Answer

  Date: 06/04/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair 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.

  03/13/2024 I contracted them to pack and move my house. They drove my belongings to ******** and delivered them on 03/23/2024. My Jukebox, which was declared a "high value item" was damaged in the move. They did not pack the inside of the Jukebox and the CDs shifted around, the guide rails were warped and the Jukebox has not worked since. I paid them $26,403.99 for the job. I reported the damaged item. They had a man come inspect it to see if it could be repaired and it cannot. They they required me to get a certified appraisal, which I did and it appraised for $10,800. The appraisal cost me $1200. They did not accept that. They said they had to have their own appraiser, appraise it. Their appraisal came in at $1100. They originally sent me $700 when I reported it broken. I told them that that was unacceptable. I knew it was worth a lot more. After their appraisal, they sent me another $400 and said the matter was closed.

  

  Business Response

  Date: 05/19/2025

  Mrs. ****** filed a claim for her damaged jukebox on 6/23/2024. An inspection and appraisal were completed for the damaged jukebox. Mrs. ******** jukebox was settled for the appraised value provided by our *** certified appraiser. Mrs. ****** was provided with 2 settlement checks. She has cashed both settlement checks. Mrs. ****** has also been provided with the information for arbitration should she wish to further dispute her settlement. 

  
  

  Customer Answer

  Date: 05/24/2025

  Complaint: 23344641
  
  I have reviewed the business' response and am rejecting it because:

  I hired a Certified Appraiser, per the company's request.  This appraiser, ****** ******, provided a very thorough 32 page appraisal and credentials and rationale for his appraisal of $10,800.  The company did not like the number ****** arrived upon and then hired their own appraiser, not as qualified, who did their own appraisal in one day....versus the weeks that it took ****** to research and provide an accurate appraisal on the jukebox.  The appraiser that the company hired appraised the jukebox for $1100.  The company accepted the much lower appraisal that they provided, not mine.  If they were going to provide their own appraiser, they should've said so from the beginning.  They REQUIRED me to find my own, certified appraiser, pay for it (which cost me $1200....more than what they settled with me for) and then decided the matter was closed.  I spent hours locating a professional that was qualified to do the appraisal.  It is a special, collectible  jukebox and was, fully functional, prior to my move to *********  I cannot replace it for $1100.  I also told the company that I was depositing the check "under protest" and that I did not accept that payment as final.

  I paid to insure this item for replacement value and Unigroup is not honoring our contract. 

  I will see what the ************************* has to say about the matter.  And, if need be, will also file a complaint with the Department of Transportation.

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

  

  Business Response

  Date: 05/30/2025

  I am sorry to hear that Mrs. ****** is unhappy with her settlement. Our team had an appraisal completed by an *** certified appraiser. She was paid the appraised value of her damaged jukebox. She has also cashed the settlement check that was sent to her. We have provided her with the information for the ****************************** (***) arbitration program as a next step to dispute her settlement. The *** is an independent 3^rd party that will review her claim dispute for her once she files it.   

  
  

  Customer Answer

  Date: 06/19/2025

  After filing with the ************************** ***** ***** from United Van Lines reached out to me and offered ma a compromise settlement of 1/2 of the appraised value...an increased settlement to me of $4300.  This was an additional payment to the $1100 payment originally received.  Total settlement was $5400 versus the $10800 appraised value of my jukebox.  They also offered me an apology for their appraiser making disparaging remarks about my late husband, who refurbished the jukebox. ***** *****, also felt that the remarks were inappropriate.   Taking the matter to arbitration or hiring a lawyer was my only two other options.  I accepted the offer to "meet me halfway."  The matter is resolved with a compromise.  Thank you.

• Initial Complaint

  Date:04/16/2025

  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.

  Entire contents of our house were packed exclusively by Mayflower using all their employees and materials. All contents were moved and delivered to *******, ******* by Mayflower. Unfortunately, within a few days, circumstances dictated we move back to ******* asap. At least half of our belongings were still completely packed, unopened in the original Mayflower packaging. Upon consulting the Mayflower claims adjuster, at that time we filed a claim only for the damage that was apparent from that move. Since we were also commissioning Mayflower for the return move, we were strongly advised to simply leave all the unpacked items alone and were assured once the return move was completed and everything was unpacked there would be no issue at all with covering all damage exposed by unpacking. We were further assured not to worry as we purchased the additional coverage that supposedly provided "Full (Replacement) Value with No Deductible". Now after following their instruction and submitting the final claim for the exposed damage, as well as some additional damage from the second move, Mayflower's "ClaimsTeam1" representative is refusing to honor the claim citing it was moved twice, even if it was exclusively by Mayflower. As much as we appreciate the gesture, offering $250 for $3150 in damage they obviously caused is insulting. The cost for the premium insurance coverage was more than that. We are respectfully requesting that Mayflower Transit, LLC, ClaimsTeam1, Unigroup or whoever is actually making this decission be held to their word and honor the claim for the items we trusted them to be responsible for. Thank you, ***** *****

  

  Business Response

  Date: 04/25/2025

  Please see attachment for business response.

  Customer Answer

  Date: 05/02/2025

  Dear BBB, Thank you for the email. The response from Mayflower seemed to simply serve to inform the BBB that the case would be moving to arbitration. As there was no offer of resolution contained therein, I was unaware a response was expected from the complainant at this time. To better inform you as to any progress, nothing has been resolved, and Mayflower has not made any attempt to resolve the issue. My wife and I submitted our information to the arbitration board this morning, May 2, 2025, so will be waiting on further correspondence. Thank you!  

  

  Business Response

  Date: 05/15/2025

  May 14, 2025
  Better Business Bureau
  Serving **************** & *****************
  ***************
  Suite 2060
  ************************
  RE: ***** ***** and ******** ******
  Mayflower Transit, LLC Order Number: 2866-54-4
  BBB complaint ID# ********
  To whom it may concern:
  I am responding on behalf of Mayflower Transit, LLC (Mayflower) to the concerns
  raised by ***** ***** and ******** ****** (hereinafter collectively referred to as Claimants)
  with the Better Business Bureau (BBB) arising from their above-referenced interstate move with
  Mayflower.
  As was communicated by Mayflower in its April 25, 2025, response to the BBB, Claimants
  previously submitted a request for binding arbitration of their disputed cargo claim to the American
  ******************** (ATA).
  On April 21, 2025, Mayflower accepted Claimants request for binding arbitration. That
  same day, the *** provided Claimants with the program rules, procedures and Claim Document
  Packet for their review and use in submitting their cargo claim dispute to binding arbitration with
  the National Arbitration Forum (Forum).
  Claimants confirmed in their May 6, 2025 follow up correspondence sent to your office
  that they are proceeding with binding arbitration of their claim dispute through the ****
  Household Goods Dispute Settlement Program. Mayflower received Claimants submission
  materials from the Forum on May 12, 2025. Since this claim dispute is proceeding to binding
  arbitration through the **** Household Goods Dispute Settlement Program, Mayflower will
  provide its position on the disputed claim to the arbitrator.
  Thank you for the opportunity to review and respond to Claimants additional
  correspondence with your office. If there are any questions, please contact me.

  Sincerely,
  ****** Chance
  Senior Paralegal

  Customer Answer

  Date: 05/23/2025

  Dear BBB, PLEASE do not close this case! Mayflower has made no attempt whatsoever to resolve this matter. I received your first notice of closure a few weeks back and responded with the below information:

  (Dear BBB, Thank you for the email. The response from Mayflower seemed to simply serve to inform the BBB that the case would be moving to arbitration. As there was no offer of resolution contained therein, I was unaware a response was expected from the complainant at this time. To better inform you as to any progress, nothing has been resolved, and Mayflower has not made any attempt to resolve the issue. My wife and I submitted our information to the arbitration board this morning, May 2, 2025, so will be waiting on further correspondence. Thank you!)

  At this time, the case is supposedly being reviewed by an arbitration board provided by The ***************************** that Mayflower is a paying member of. I wish I had known that the BBB had such an active involvement in disputes and also provided access to unbiased arbitration as I would certainly have preferred to have you hear the case vs. an agency that is paid by Mayflower.

  I will keep you better informed as information becomes available to me.

  Thank you again, ***** *****

• Initial Complaint

  Date:03/12/2025

  Type:Delivery 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.

  I contracted with Canton, **, based, Humboldt **************** to pack certain furnishings and to move all my belongings from *********, **, on 4/10/24, and into storage in ******, **. On 4/12/24, Humboldt debited $9,296.89 from my checking account.Paid Humboldt $1,894.01 for storage from April-July. All payments were to ********. Not a single one to United.On 8/9/24, United Van Lines truck arrived. This 68 yo had to manage three men shouting out the white sticker # of every single item brought into my home so I could check it off the list they gave me; in addition to fielding there q's about where to deliver an ******* the end, ***, the Mgr, checked his white sticker lists against mine. He was alarmed to see that I could not account for three boxes (meaning no one counted off those stickers to me.)When he asked me to sign the ppw that I had received delivery, I asked about the missing boxes. His response: "don't worry, I will let them know about them and I've also identified the damage to ur furniture. Signing is a formality that you rec'd delivery." He didn't leave me with the mismatched documentation of his inventory against mine.A mo. later, I contacted ***** ********, moving coordinator, and began detailing missing items. Predominantly, boxes from the garage which were the last to be loaded onto the truck, in addition to one box of irreplaceable momentos including the ashes of three cats and momentos of my father and children.I realize it is this Senior's word against an international moving *** Just received United's determination which denies all the missing boxes and items since this "customer marked all items rec'd. No notation of missing items." They plan to compensate me for the damage to multiple pieces of furniture including the t-boning of my bike.Had I known a local moving *** would b bought out by the likes of a United, I would never have contracted them bc this is the v behavior I would have expected.

  Customer Answer

  Date: 03/13/2025

  Is it possible to delete ***** *********** name and just use her initials?

   

  Thank you

  

  Business Response

  Date: 03/20/2025

  Please see attachment for business response.

  Customer Answer

  Date: 03/20/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/04/2025

  Type:Delivery 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.

  I hired United Van Lines to help me move from ********** AL to **********. There were multiple issues in the beginning (not packing all my items, double labelling items). Pick up occurred on 8/29/24. Delivery of my items was on 8/31/24. Another customers items were on the same truck as well. On delivery, there remained 30+ items/boxes not identified as being delivered. The driver tried to force me to sign stating all had been delivered; we almost had to call the police to get him to leave so I was unable to sign any partial delivery as he would not accept it (driver's name ******* ********). I was told by ******* ***** (coordinator) to go through all my items and if I was still not able to find them to report it to United. I reported that I remained with missing 21 boxes/bags to United in early Feb 2025. I was offered a $250 compensation (for items that likely total $3000+). United claims team justified this based on a forged signature and falsely dated 10/1/2024. Someone with United forged my signature as receiving all of the items and dated it over a month after they were supposed to be delivered. Now United is trying to use said forged signature as justification that I am not missing items. Forged signature uploaded. Documents I provided to United (which is all they had provided me with) to keep track of items as they arrived is also uploaded.

  

  Business Response

  Date: 03/13/2025

  Please see attachment for business response.

  Customer Answer

  Date: 03/17/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I did NOT receive any direct communication from the manager, Ms. ************** as stated in the original response. However, United did review the case again and I am satisfied with the resolution. It is unfortunate it had to come to this much trouble for what should have been done in the first place. 
   
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:02/26/2025

  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.

  Unigroup, Mayflower movers were contracted for cross country move: *********** to **********, ***Packed & loaded *********** 2/12, delivery date 2/18-2/21. Our family flew to CA 2/13, rented an ****** to wait for belongings. After ZERO updates, we were told our belongs didn't leave *********** till 2/23, TWELVE DAYS AFTER LOADING TRUCK. In the meantime, our family has to move to a second ******. We have no delivery scheduled and no belongings, but this morning 2/26 - the full charge of the move was charged to my CC.We have a disabled, diabetic son who is out of *************** are desperately trying to secure out of state RX's, my 72 yr old husband has run out of b/p rx. Unigroup is tone deaf and incomprehensibly incompetent.

  

  Business Response

  Date: 03/05/2025

  Please see attachment for business response.

  Customer Answer

  Date: 03/06/2025

  Complaint: 22993302
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 03/10/2025

  I have attached a PDF, I reject the "contract agreement" of $800 compensation.  It is amazing that Mayflower has the gall to quote contract agreements, when in fact, they failed on every level in said contract.

  Not only did they keep all our belongings in *********** for 12 days, they failed to inform us, until we started calling.  We got several lies in the process:  the driver got sick, (not my problem), the original team couldn't take the shipment, (not my issue), the scheduled team couldn't fit the shipment in the truck, (figure it out).  We moved twice, incurred numerous unplanned expenses.  We ran out of prescription medications, because we didn't plan for 17 days.  My son was hospitalized, my husband had no b/p Rx.  Yet Mayflower/Unigroup felt so confident they charged our CC the full amount days before we even had a delivery date, let alone our belongings.

  Then on 2/28, we get a call in the evening, to tell us the truck will deliver our move the next day at 9:00 am.  We had been searching for hotels for a 3rd move, since we still had no delivery schedule.  We get up early, to clean our way out of our second ******* take our sick, recently discharged from the hospital son, and get to our empty residence to secure parking & elevators.  We arrive about 8:30am to be ready for our 9:00 am scheduled and confirmed move.  At 9;45, we get a call to say movers will arrive around 11:30!!!

  PLEASE MAYFLOWER, CONTINUE TO QUOTE ME YOUR CONTRACT.  It is obvious that delivery times, schedules, and confirmations are a one sided contract agreement.  

  The stress, pain, suffering, cost and tension of dealing with Mayflower, trying to determine when we can have our belongings and the vague explanations are not covered by $800.

  It is incredible to me that EVERY delivery company can track deliveries to the minute it arrives on your doorstep, but Mayflower is incapable of using any technology at all, deliveries are a complete mystery.

  Mayflower's corporate answer is unsatisfactory

  

  Business Response

  Date: 03/19/2025

  Please see attachment for business response.

  Customer Answer

  Date: 03/19/2025

  Complaint: 22993302
  
  I have reviewed the business' response and am rejecting it because: it fails to state that information about delays were only because of our calls to investigate what the status of our delivery was, and updated delivery status.  We were told by ********, our customer contact : a driver got sick, a truck couldn't fit the load, I don't know where your shipment is.  When we pressed for upper management, we were told "due to unforeseen circumstances"  our belongings sat in a *********** warehouse for 12 days, before even starting the journey to our new residence.  Multiple conversations were had, and a firm delivery date was not given to us, UNTIL THE ***** BEFORE 2/28, delivery scheduled for 3/1 @ 9 am.  Called to us and confirmed.  Upon showing up at the CONTRACTED AND CONFIRMED DELIVERY TIME OF 9 am, we waited 45 minutes for a call, telling us delivery would be at 11:30 am.

  Mayflower movers/Unigroup did not adhere to a single delivery date, time or inform us.  We had to relocate twice, while waiting a total of 17 days vs the contracted time of 3-5 days.  Corporate contracts that are one sided, that take advantage of the consumer, then have the audacity to quote said contract about "agreed terms."  Unigroup is obtuse to the pain and suffering, the expense and the stress put on our family because of the "unforeseen circumstances" excuse of Mayflower/Unigroup.

  We wholeheartedly reject this corporate double-speak about how we have to adhere to the contracted $100/per day reimbursement, but Mayflower/Unigroup can use the excuse of unforseen circumstances and charge full pricing for a disastrous move, and meet zero terms of the contract.  
  
  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:02/13/2025

  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 have made multiple attempts to resolve this issue, as outlined in the attached documents. I feel misled, deceived, and scammed by fraudulent practices from Mayflower and IMS Relocation, subsidiaries of UniGroup.The original estimate was $8,875.16, yet the final charge amounts to $9,719.75. Even with the additional storage fee of $844.59an amount not mentioned in the contractthe total still doesnt add up. I am concerned that my elderly mother, who simply needs her belongings delivered, may be taken advantage of during this process.I request a detailed breakdown of how the total charge of $9,719.75 was reached. Please clarify any additional charges that were applied beyond the original estimate. The contract mentions no extra storage fees beyond the 30-day Storage-In-Transit (SIT) period, raising doubts about the legitimacy of these additional charges.I have reviewed the Bill of Lading for potential legal concerns regarding hidden or unreasonable fees. Key issues include:Hidden or Unreasonable Add-Ons: Third-party charges, such as disconnecting/reconnecting appliances, were not disclosed in the original estimate. This violates 49 U.S.C. *****, which mandates that all charges be disclosed upfront.Unfair Contract Terms: The contract allows the carrier to withhold delivery until 100% of charges are paid, even if they exceed the estimate. This could violate 49 C.F.R. *******, which requires movers to provide notice of additional charges before delivery.Unclear Storage Fees: The contract references Storage-In-Transit (SIT) but fails to provide clear details on how and when extra storage fees are applied. This may be deceptive and in violation of consumer protection laws.Furthermore, I was told that my items would leave storage on February 11, 2025, yet they were reported to have left on February 12, 2025. I request a breakdown of daily storage charges to ensure we are not being unfairly charged for an extra day due to this miscommunication.

  

  Business Response

  Date: 02/21/2025

  Please see attachment for business response.

• Initial Complaint

  Date:01/10/2025

  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.

  I moved from ******* to *******. I received a quote with a delivery of 7/29. They tried to deliver on 7/27 and charged me to crate my belongings and store them until they decided to deliver them for $3,787.48. They lost a lot of my possessions in this process, damaged / destroyed many antiques that had been in my family for generations, etc. I submitted a claim with the company on 8/5/2024 and as of 1/10/2025, have not received even a preliminary report in regards to my loss. ********* and other 3rd Party companies were involved by Unigroup who prepared reports on my belongings after being in my home and no one has shared these reports with me so that I am aware of what is going on. I also witnessed Unigroup personnel do damage to my property, and submitted that to the driver and the company directly when it happened, and they turned this over to Travelers who decided that the damages to my property were worth $0. My current claim with Unigroup is in excess of $178,000 with $90,000 of ************** The possessions that were lost by Unigroup should not be included in this total and should be refunded to me so that I can repurchased those possessions.

  

  Business Response

  Date: 01/21/2025

  On January 13, 2025, United Van Lines, LLC (United) received ***** ******** consumer
  complaint that was filed with the Better Business Bureau. Mr. ******** complaint has been directed
  to the undersigned for review and response.
  Mr. ******* contracted with United to transport his household goods from ******* to ********
  The Bill of Lading contract reflects an agreed upon delivery spread of dates from July 27, 2024 through
  July 30, 2024. This means that the shipping customer must be ready to accept delivery at any time
  within this agreed upon spread of delivery dates.
  On July 27, 2024, when United arrived to deliver the shipment, Mr. ******* was unable to
  accept delivery. Apparently closing on Mr. ******** destination residence had been delayed and
  prevented him from accepting delivery.
  The terms and conditions of the Bill of Lading contract provide that if the shipping customer
  is unable to accept delivery within the agreed upon dates, then the carrier will deliver the shipment to
  a local warehouse for Storage-in-Transit at the shipping customers expense. ********************** subsequently
  delivered Mr. ******** shipment to his destination residence.
  Mr. ******* filed a series of claims with United. Mr. ******** most recent cargo claim
  filed with United was received on November 22, 2024. Uniteds ***************** continues in its
  efforts to review, investigate, and respond to all of Mr. ******** cargo claims. Uniteds Claims
  Department is working on completing a final review of the cargo claims received.
  United appreciates the opportunity to respond to Mr. ******** concerns. If any clarification
  is needed, I am happy to assist.

  Customer Answer

  Date: 01/21/2025

  Complaint: 22795848
  
  I have reviewed the business' response and am rejecting it because: The response does not handle any of the problems that happened.  1) Witness the delivery personnel damage the property, but they do not want to pay towards that.  2) Loss tons of property and damaged the rest.   Anything that United was solely responsible for or touched got damaged.  3) They used sub-standard workers, and those people didn't care about my possessions or my property.   

  In the 4 months that this claim has been open, only two 3rd party individuals have attempted to do anything in regards to this claim.   There are supposed reports from these third party individuals, and those reports have not yet been shared with me so that I know anything that is going on.   The Claims Team 5 that is assigned is not forthcoming with information or responses.   As of 1/21/2025 (claim filed beginning of September 2024) there has been nothing of note in regards to the claim.   I have not received a preliminary offer, still have to store all the damaged property in my garage and around the house, and this delay is not letting me get to living in my home. 

  The only small information that I received was that a piece of antique wood furniture could be refinished and repaired for $75 - $125, which is not a reasonable amount of money at all.   Additionally, in those 4 months, none of the missing items have been found or located.   There should technically be two claims, one for the damages done to the property that was delivered, and one for the lost / stolen property that is no longer available to be delivered. 

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

  

  Business Response

  Date: 01/29/2025

  To Whom it May Concern:
  On January 21, 2025, United Van Lines, LLC (United) received ***** ********
  supplemental consumer complaint filed with the Better Business Bureau.
  Regarding the claim of residential property damage to Mr. ******** residence, United
  and its agents must defer to the conclusions of the adjusters assigned to the claim by a third-party.
  In this case, a professional third-party adjuster assessed the damage and concluded that no payment
  was warranted.
  United has previously addressed Mr. ******** concerns regarding reported loss and/or
  damage to his household goods. The claims team anticipates providing Mr. ******* with a claim
  settlement offer by January 31, 2025.
  In his January 21, 2025, supplemental complaint, Mr. ******* mentions a customer
  service issue regarding the quality of the workers handling his shipment. Uniteds claim settlement
  offer will be issued in accord with the terms of the parties Bill of Lading contract, the inspection
  report, and Mr. ******** ability to meet his burden to establish a compensable claim.
  United appreciates the opportunity to again respond to Mr. ******** concerns.

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a container move with United, who had ********************* and Storage manage my move from ** to **. The salesperson, **** *******, told me that a container move results in less shuffling of your belongings because items go right into the container, the container is moved (and in my case stored), and then delivered in the container. This is what I wanted and what I paid ****** moving contract says "3 containers" with my old address, and I was going to provide my new address once I had it. No where on the contract does it say that the movers might use a moving truck to pickup/deliver my items, versus the containers. However, without my consent and without any prior communication, my items were picked up in a moving truck and delivered in a moving truck (not container trucks). Not only was I given a different type of move, but the move at origin was poorly executed. The head mover there told me I should have had 4 movers for a move this size, but I only had 2 movers. They were at my home for 7 hours. Additionally, the head mover said he did not realize this was supposed to be a container move. He wanted to use moving paper, instead of blankets to wrap my furniture, but he ran out of paper and just stacked my patio furniture with paper between the chairs (instead of wrapping them). My patio table was not wrapped at all. I expressed concern and frustration after my items were picked up, and I tried to schedule a meeting after my items were delivered and I was ignored (email 10/24/24). I'd like a refund of $1168.78 ($973.18 for the difference between the semi move and container move + $195.60 for the extra hotel stay after I didn't have enough movers to complete my move efficiently and had to stay an extra night).

  

  Business Response

  Date: 11/15/2024

  This complaint will need to be transferred to the Eastern Missouri BBB for United Van Lines as the shipment moved under United Van Lines, LLC (United) interstate operating authority. For purposes of the interstate move, ******* Storage & Moving (*******) was acting solely as a disclosed household goods agent of United. As a disclosed household goods agent, ******* cannot be liable for damages arising out of Uniteds performance under its interstate Bill of Lading. Therefore, please remove ******* from the complaint and forward the complaint to the Eastern Missouri BBB for United Van Lines.

  

  Business Response

  Date: 11/29/2024

  This is not A customer of US Van ********************** ****

  

  Business Response

  Date: 01/07/2025

  Please see attachment for business response.