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 United Dr Fenton, MO 63026

• 

  UniGroup

  1 Mayflower Dr Fenton, MO 63026

• 

  UniGroup

  19 W. College Dr. Arlington Heights, IL 60004

• 

  UniGroup

  1 Premier Drive Fenton, MO 63026

  

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:07/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Mayflower transit to move me from ******** to ***** after the death of my husband. I have 2 curio cabinets that I have had for 30 years. I wrapped each of these cabinets in bubble wrap so they would be prepared for the journey. When the cabinets were put in the trailer the legs were removed, which they did not have to be as they were already wrapped. I was unaware that this was happening. The driver who should of been monitoring everything was taking a nap with his dog in the truck. I have emptied all packed boxes because I found they had taken a lot of things apart and stuck parts in boxes. The legs to these 2 curio cabinets are missing. I have contacted Mayflower's ************************* several times regarding this issue. The last message I got from her was on July 6, 2022. I have not heard anything since. I want these legs replaced so I can use these cabinets. As I have said the legs should never have been removed I had these 2 cabinets wrapped because I never take the legs off when moving them. They are responsible for what they put in their trucks and now I have 2 cabinets I cannot use.

  

  Business Response

  Date: 07/28/2022

  I have reached out to the customer to get her to file an online claim for the involved items so that we are able to process her claim. I will follow up with her in a couple days to see if she has completed this.

   

  Thank You,

   

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

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted Mayflower (UniGroup) on 3-15-2022 for an interstate residential move from Boston, MA to Chicago, IL. The date of pickup in Boston was 4-25-2022 and the date of delivery was 5-12-2022. In that time I had two articles of furniture damaged; a dresser and an armoire. Per the moving contract that was signed, I have coverage of damage up to $10,000. Mayflower is responsible, per the contract, to ensure that the articles are either repaired, replaced, or I am reimbursed for their value. Mayflower gave me the contact information for their third party repair firm who has not responded to my multiple messages. I have also reached out to Mayflower about this multiple times with no response. I need my items repaired, replaced, or reimbursed per my contract.

  

  Business Response

  Date: 08/01/2022

  Good Afternoon-

   

  We have been reaching out to the assigned repair firm to obtain the necessary information to resolve the claim and bring it to a final resolution.  The repair firm has been non responsive and if we do not hear from them by the end of the week, we will reassign the claim to another repair firm in the area.

   

  Thank you,

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

• Initial Complaint

  Date:07/19/2022

  Type:Customer Service 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 submitted claim for a vehicle that was transported and damage. It was assigned to claim team 4. I was seen by an adjuster in 05/2022 and have yet to receive any update by email or by phone I call daily and am only left on hold.

  

  Business Response

  Date: 07/22/2022

  Good afternoon,

  
  Claims Team 4 has settled the claim with **************** for his claimed damaged vehicle. 

  
  Thank you,

   

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

  Customer Answer

  Date: 07/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I havent received the check but have recieved information that it is on the way now. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/12/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed a contract with ******************* from Aaction Movers/United on 4/25/22 for a cross country move that was to take place in June with a delivery between 6/21/22 - 6/28/22. Our furniture was picked up on 6/14/22 in *******, ** and taken back to the warehouse. We were told that a truck was coming on 6/16/22 to pick up our stuff from the warehouse and it would arrive to us in **** between 6/21/22 - 6/28/22. It wasn't until 6/21/22 that I decided to login to our United account and get the status. To my surprise, our furniture had never left *******. I reached out to ***************************** on 6/21/22 via phone and no one answered and I again reached out on 6/22/22 via phone and again no answer, so I finally emailed her on 6/22/22 for an update. During this time, no one from Aaction or United Van Lines thought to call us and let us know that our furniture was never picked up and was still sitting in the Arizona heat.After a week of getting the run around and the "we are trying to get another driver scheduled as soon as possible," my husband and I decided to reach out to United Van Lines and spoke with ********************* who escalated our case. After several more days and no pickup date scheduled, I then reached out to ********************* (President of United Van Lines). At that point ********************* notified us that our furniture was scheduled to be picked up on July 1st and delivered on July 6th by 8am. Our items were finally delivered on 7/6/2022, but to our surprise 20% of our items were missing and many items damaged beyond repair. As of today 7/11/22 we still do not have answers from either Aaction Movers or United Van Lines. The estimate between the missing items and damages total $15,296.96.

  

  Business Response

  Date: 07/19/2022

  Better Business Bureau ************ style="font-size: *****px; font-family: serif;">Serving Eastern Missouri & ***************************** style="font-size: *****px; font-family: serif;">*************************** style="font-size: *****px; font-family: serif;"> Suite 2060************ style="font-size: *****px; font-family: serif;">******************************* style="font-size: *****px; font-family: serif;">Re: ************ style="font-size: *****px; font-family: serif;">**** and *********************************** style="font-size: *****px; font-family: serif;"> United Van Lines, LLC Order No. 747************ style="font-size: *****px; font-family: serif;">-617************ style="font-size: *****px; font-family: serif;">-2 ************ style="font-size: *****px; font-family: serif;">BBB complaint ID# ******** ************ style="font-size: *****px; font-family: serif;">To whom it may concern:************ style="font-size: *****px; font-family: serif;">As counsel for United Van Lines************ style="font-size: *****px; font-family: serif;">, LLC (************ style="font-size: *****px; font-family: serif;">United************ style="font-size: *****px; font-family: serif;">), I have been asked to respond on behalf of United ************ style="font-size: *****px; font-family: serif;">regarding ************ style="font-size: *****px; font-family: serif;">**** and **************************** style="font-size: *****px; font-family: serif;"> (hereinafter referred to as Mr. and *********************) ************ style="font-size: *****px; font-family: serif;">concern ab************ style="font-size: *****px; font-family: serif;">out ************ style="font-size: *****px; font-family: serif;">the delay in ************ style="font-size: *****px; font-family: serif;">transit of their household goods************ style="font-size: *****px; font-family: serif;"> and reported cargo loss and damage************ style="font-size: *****px; font-family: serif;">. ************ style="font-size: *****px; font-family: serif;">An exploding hous************ style="font-size: *****px; font-family: serif;">ing************ style="font-size: *****px; font-family: serif;"> market and continued labor and van operator shortages are placing ************ style="font-size: *****px; font-family: serif;">significant pressu************ style="font-size: *****px; font-family: serif;">re not only on household goods ************ style="font-size: *****px; font-family: serif;">moving industry, but ************ style="font-size: *****px; font-family: serif;">also on many ************ style="font-size: *****px; font-family: serif;">other transportation ************ style="font-size: *****px; font-family: serif;">carriers, such as the U.S. ************** and Amazon. ************ style="font-size: *****px; font-family: serif;">Unfortunately, ************ style="font-size: *****px; font-family: serif;">United************ style="font-size: *****px; font-family: serif;"> was unable to ************ style="font-size: *****px; font-family: serif;">timely ************ style="font-size: *****px; font-family: serif;">deliver ************ style="font-size: *****px; font-family: serif;">Mr. and Mrs. ********************* style="font-size: *****px; font-family: serif;"> shipment within the ************ style="font-size: *****px; font-family: serif;">contracted delivery spread************ style="font-size: *****px; font-family: serif;"> of************ style="font-size: *****px; font-family: serif;"> June 14, 2022 ************ style="font-size: *****px; font-family: serif;">through ************ style="font-size: *****px; font-family: serif;">June 28, 2022. ************ style="font-size: *****px; font-family: serif;">United completed delivery of Mr. and ************ style="font-size: *****px; font-family: serif;">Mrs. ********************* style="font-size: *****px; font-family: serif;"> shipment on July 6, 2022. ************ style="font-size: *****px; font-family: serif;">Claim settlement payments are not deducted from the tariff charges for a shipment. Unit************ style="font-size: *****px; font-family: serif;">ed has ************ style="font-size: *****px; font-family: serif;">initiated the delay claim process for ************ style="font-size: *****px; font-family: serif;">Mr. and *********************. United will************ style="font-size: *****px; font-family: serif;"> issu************ style="font-size: *****px; font-family: serif;">e a separate ************ style="font-size: *****px; font-family: serif;">delay claim ************ style="font-size: *****px; font-family: serif;">payment to Mr. and *********************. ************ style="font-size: *****px; font-family: serif;">With their July 11, 2022 complaint, ************ style="font-size: *****px; font-family: serif;">Mr. and ********************* ************ style="font-size: *****px; font-family: serif;">attached a copy of their July 11, 2022 ************ style="font-size: *****px; font-family: serif;">cargo loss and damage claim filed with United. Uniteds ***************** has received Mr. ************ style="font-size: *****px; font-family: serif;">and Mrs. ************ style="font-size: *****px; font-family: serif;">Fullwoods cargo claim. Mr. and ********************* have been contacted by Uniteds *****************. ************ style="font-size: *****px; font-family: serif;">Uniteds Claims************ style="font-size: *****px; font-family: serif;"> Department will continue to contact Mr. and ********************* as United investigates and ************ style="font-size: *****px; font-family: serif;">responds to their July 11, 2022 cargo claim.************ style="font-size: *****px; font-family: serif;">We apologize for the frustration that ************ style="font-size: *****px; font-family: serif;">Mr. and ********************* experienced. We regret that we failed ************ style="font-size: *****px; font-family: serif;">to meet all of Mr. and Mrs************ style="font-size: *****px; font-family: serif;">. ********************* style="font-size: *****px; font-family: serif;"> expectations.************ style="font-size: *****px; font-family: serif;">Thank you for allowing us to respond to Mr. and Mrs. ************ style="font-size: *****px; font-family: serif;">********************* style="font-size: *****px; font-family: serif;"> concerns************ style="font-size: *****px; font-family: serif;">. ************ style="font-size: *****px; font-family: serif;">Sincerely,************ style="font-size: *****px; font-family: serif;">********************************* style="font-size: *****px; font-family: serif;"> Claims Counsel, Cargo Litigation

  Customer Answer

  Date: 07/20/2022

  Complaint: 17554149
  
  I am rejecting this response because: it was never addressed as to why our furniture wasn't picked up from the warehouse on June16th, like we were originally told. We were told that they had to store our stuff for 2 days because their driver couldn't be there until June 16th. When I asked ****** on June 20th, why our stuff was not picked up on the 16th like we were told, she said the driver had come but couldn't fit 10% of our items so she didn't send it; nor did she call us to notify us of what had gone on. She didn't even take it upon herself to coordinate a new pickup time. It took my husband and I calling United and reaching out to ********************* in order to get something scheduled.

  
  

  On another note I have reached out to the ****************** several times and left voice messages (When you call the number that is all they allow you to do) and no one has responded back to me. So the fact that ******************** says that they will continue to contact us, but they have yet to respond back to my messages doesn't make me feel great about having to deal with them.

  
  

  I also would love to know how you lose 16 chairs and 15 boxes and know one seems to have answers as to where they were. Should we report them as stolen?
  

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

  

  Business Response

  Date: 07/27/2022

  To whom it may concern: ************ style="font-size: *****px; font-family: serif;">This letter is in response to the BBBs request ************ style="font-size: *****px; font-family: serif;">for an additional response dated July 20, 2022. ************ style="font-size: *****px; font-family: serif;">United Van Lines, LLC (United), and the transpor************ style="font-size: *****px; font-family: serif;">tation industry as a whole, is impacted by an ************ style="font-size: *****px; font-family: serif;">exploding housing market and continue************ style="font-size: *****px; font-family: serif;">d labor and van operator shortages.************ style="font-size: *****px; font-family: serif;"> United regrets that it was unable ************ style="font-size: *****px; font-family: serif;">to deliver Mr. and Mrs. ********* shipment within ************ style="font-size: *****px; font-family: serif;">the delivery spread. Mr. and Mrs. ********* delay ************ style="font-size: *****px; font-family: serif;">claim payment has been pr************ style="font-size: *****px; font-family: serif;">ocessed and mailed to them. ************ style="font-size: *****px; font-family: serif;">United hired an independent repair firm, Justices ************ style="font-size: *****px; font-family: serif;">Finishing Line, to perform an inspection of the ************ style="font-size: *****px; font-family: serif;">claimed items. The repair firm contacted Mr. and Mr************ style="font-size: *****px; font-family: serif;">******************** and recently insp************ style="font-size: *****px; font-family: serif;">ected the claimed items. ************ style="font-size: *****px; font-family: serif;">United received the inspection report early this week a************ style="font-size: *****px; font-family: serif;">nd has authorized repairs to************ style="font-size: *****px; font-family: serif;"> several items. The trace ************ style="font-size: *****px; font-family: serif;">for the items Mr. and ********************* reported as missing ************ style="font-size: *****px; font-family: serif;">is ongoing. For further information about their ************ style="font-size: *****px; font-family: serif;">cargo loss and damage claim, Mr. and ********************* may contact Claims Team 10 at ************ style="font-size: *****px; font-family: serif;">************************************************* style="font-size: *****px; font-family: serif;">. ************ style="font-size: *****px; font-family: serif;">We apologize for the frustration that Mr. and Mrs. ************ style="font-size: *****px; font-family: serif;">******** experienced. We regret that we failed ************ style="font-size: *****px; font-family: serif;">to meet all of Mr. and Mrs. ********* expectations. ************ style="font-size: *****px; font-family: serif;">Thank you for allowing us to respond ************ style="font-size: *****px; font-family: serif;">to Mr. and Mrs. ********* concerns. ************ style="font-size: *****px; font-family: serif;">Sincerely, ************ style="font-size: *****px; font-family: serif;"> ********************* ************ style="font-size: *****px; font-family: serif;"> Claims Counsel, Cargo Litigation

  Customer Answer

  Date: 08/01/2022

  Complaint: 17554149
  
  I am rejecting this response because initial questions haven't been answered. I feel as if we keep getting a generic response.

  First ********************* as well as AAction Movers already confirmed that our stuff is missing so I am not sure why the claims department is still looking for it. Also why did a driver show up on June 16th and not pick up our stuff. ****** confirmed that he showed up but never really explained why it wasn't picked up. Also why didn't someone from AAction Movers or United follow up with us and explain the situation and discuss rescheduling? United has a major communication breakdown! Why is there an online portal but no one updates the portal or contacts the customer when things arise? Why was our contract suddenly take down from this portal on July 10th after I sent a complaint to BBB, the Attorney General and *********************?

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

  Customer Answer

  Date: 08/03/2022

  08/03/2022: ************ has sent out a repair team to work on some of our furniture, there are still missing and broken items that they have not paid us for. Please contact me next week, if they have not reached out I would like to mediate or get more information on how to proceed.

  08/11/2022: Mediator left a detailed voicemail for the consumer requesting an update.

  08/12/2022: ************ reached out to me the other day claiming they are still searching for our missing items, which was exactly what they keep saying. I feel they are giving us a run around and not resolving this issue as they should be.

  08/19/2022: We have not received any calls or settlement offers from this company.

  08/23/2022: I wanted to let you know that as of today we have not received a Letter of Settlement from United Van Lines or Unigroup.

  09/01/2022: Mediator provided the consumer an update on the settlement letter, mediator will follow up with the consumer on Friday September 9th

  09/09/2022: Mediator left a detailed voicemail for the consumer, requesting an update on settlement letter.
  

  
  

  

  Business Response

  Date: 08/19/2022

  08/15/2022: My name is ****** and I am the manager for claimsteam10.

  We have been handling Ms. ********* claim accordingly. There are a few items that have been repaired successfully and a few others that are still being repaired. The other non-repairable items will be replaced.

  Regarding the missing items, we have been working with the agent warehouse where the items were last seen as they have been conducting a trace of their warehouse.

  At this time, we have not received any disputes from ******************** however, we will be sending a settlement letter to her latest by end of day tomorrow.

  08/23/2022: Mediator sent an email to the business requesting a status update of the promised settlement letter.

   

  08/30/2022: Ogonna is out of the office until September 6th, I will reach out to her department to request an update on the status of the promised settlement letter. Please reach out to ****** after September 6th.

  09/01/2022: [email] I received an apologetic email from our ************ for the delay in responding to the ******** claim.  The settlement letter has been finalized and will go out to the customer today. 

   

  
  

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern,
  On September 16, 2021, I signed a contract with ****** ****** ****** to transport my belongings form Indianapolis, IN to Madrid, Spain. I paid the company $6,339 for a contract to safely move my belongings from door to door.
  They collected my items on October 11th and delivered them in Spain on February 18th. Upon arrival, the delivery crew told us that at some point of the transit, the container had been dropped. I exchanged emails with the agent in Spain, who provided pictures of the state of the container upon arrival to their warehouse. In those pictures, it can be seen the broken container and damages to my belongings. Attached are hers and some of my pictures.
  Damages account for more than $20,000. I purchased a protection plan with the company and have filed a claim with them. I have been assigned to Claims Team 10. My claim # is *************. I purchased a plan with a maximum of $10,000 to be protected. In no way I ever thought any thing like this would happen. At this point, in their settlement, they are offering me $5,000, and keep asking me to provide the same information over and over to confirm damages. They are denying items for coverage. My contract with them was not for them to destroy my belongings in transit and waste my time. I requested to be reimbursed for my payment to the company and they stated that another company was responsible for the damages, they had already pay them, and they could not reimburse me. My contract was with ****** ******. They are responsible for dropping my container and I’m the one living with the losses. They are not following through with their statement in the contract “As with everything we do at ******, we are guided by our core values of T.E.A.M.: Trust, Empowerment, Accountability, and Mesh.” They are acting as if items could be refurbished without taking into consideration that would not only take money, but time, resources, and there are things that cant be refurbished or exchanged.

  

  Business Response

  Date: 07/19/2022

  Management reviewed this claim and we are paying the customer as claimed for her items. She has accepted. See attached.

   

  We have advised her to discuss directly with ****** for any refund requests as we are only handling the claims portion.

   

  Thank you.

   

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

  Customer Answer

  Date: 07/20/2022

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

  I have not accepted their settlement. I proposed to split the loss of transporting and destroying my belongings. I proposed  ****** ****** assumes $3169.5 of the loss and I assume the other $3169.5. They are sending me to another department of the company when the protection plan is with the same company. Additionally, they are not addressing my broken table and destroyed pictures and negatives. 

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

  

  Business Response

  Date: 07/22/2022

  Hello,

   

  Additional response regarding claim is as follows:

   

  We have advised the customer that her move was handled by ****** Moving and Storage so she would have to go through them to request any refunds as we only handle the claims portion.

   

  We also let her know she will have to provide substantiation of value for the items she is claiming in order for us to increase our current offers.  This is also explained in the letter.

   

  Thank you.

   

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

  Customer Answer

  Date: 07/26/2022

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

  I have provided the photos the company requested. I have attached some here. 

  Waiting on new offer including split of cost of me paying for them to destroy my belongings; although the ethical way to address this would be to fully reimburse me. I do not need to talk to anybody else, as they state in their email. my time is valuable and I have been dealing with this company for too long now. This issue has been affecting me financially, emotionally, and taking priceless time from me. 

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