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:10/28/2024

  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.

  Date: September 28, 2024 Initial amount paid $9,361.77 Additional amount we were force to pay under duress: $2,300.00 Mayflower was hired to move our entire belonging from ********** to ********. **** ***** Relocation Consultant told me not to worry about delivery dates. **** ***** said they were flexible and could "Store the trailer in a secured facility at no additional charge" but when we were waiting for our belongings to arrive within their schedule Oct 5th - 11th **** sent an email demanding $2,300.00 for unauthorized 2 day storage or he wasn't going to deliver our belongings. He was holding our life belongings hostage for ******.The business sided with **** forcing us to pay. They even sent an invoice claiming we our even more money, $699.74 which means if we don't pay this completely bogus invoice, we can't file any claims for damages (There's a lot of damages) because their contract states we can file if we still owe money.

  

  Business Response

  Date: 11/06/2024

  
  As the Manager of ************** I have been asked to respond to the customers concerns regarding
  their recent move.
  As *****************, we are governed by regulations that specifically prohibit us from giving a customer
  a partial refund, rebate, or a free move based on the perceived level of services. These regulations also
  prohibit the customer from accepting a refund of the applicable tariff charges for the move. Attached is a
  copy of our Memorandum of Law for additional information. (See Memorandum of Law)
  The terms and conditions of the Estimate/Bill of Lading are explained on page 1 of the estimate and page
  3 of the signed Bill of Lading; as well as the The Rights and Responsibilities When You Move booklet
  and the Ready to Move brochure. The customer agreed to the terms based on the electronically signed
  acceptance agreement.
  On August 29, 2024, ***** ****** agreed to the Order for Service/Bill of Lading terms which included
  the transportation of *****lbs; pack 48 cartons; unpack 5 cartons; Extra Labor required for a Safe at both
  origin and destination; as well as Full Valuation Protection of $45,800 with a zero deductible. The
  estimated total price for these charges/services was $9,361.77.
  The customers Order for Service/Bill of Lading is bound, meaning that the charges are based on the
  estimated weight and services, not on the actual carton, packing, unpacking, or weight. This is done so
  that we can provide the customer with price certainty. With a bound Order for Service/Bill of Lading, the
  customer can budge their moving costs and not be worried if there is additional packing or if the weight
  goes over the estimated amounts.
  The customers weight did not go over. But the actual cartons and packing increased from the estimated
  48 to 98 packed cartons.
  The customer also agreed to be available to accept delivery between October 5, 2024, to October 11,
  2024. Per the The Rights and Responsibilities When You Move booklet, page 31, it states it is your
  responsibility to be available to accept delivery on the dates specified. If you are not available and are not
  willing to accept delivery, your mover has the right to place your shipment in storage at your expense or
  hold the shipment on its truck and assess additional charges.
  On October 3, 2024, the customer informed us that his residence was not ready, and he would not be
  able to accept delivery until October 9, 2024. The driver had other shipments on the truck that also had
  delivery spreads of their own. Unfortunately, the driver was not able to accommodate the customers
  request and had to deliver on October 7, 2024.
  Since the customer was not able to accept delivery on October 7, 2024, or provide an alternative address,
  the driver placed the shipment into a sister agents warehouse. The warehouse provided the customer
  with a new delivery date and advised the customer of the additional delivery charges that needed to be
  collected.
  All orders are subject to an audit, and if necessary, will be corrected by refund or additional billing within
  30 days of delivery to the customers residence. An invoice was emailed to the customer indicating that
  there is a balance due of $699.74 for Storage-In-Transit (SIT).
  We are required to charge and collect for all services requested and performed before we can settle a
  customers claim for damages and/or missing items. The customer has nine (9) months from the day of
  delivery to submit their written claim.
  Mayflower Transit transported the customers household goods from ********, **, to Duenweg, ***
  We loaded and delivered the shipment as per the electronically signed acceptance agreement.
  Attached are the documents that substantiate that move services were provided.
  We regret any frustration, distress, or inconvenience the customer has experienced, and must
  respectfully deny the request for any refund.
  Sincerely,
  ******* *************
  Manager *************

  Customer Answer

  Date: 11/06/2024

  Complaint: 22481007
  
  I have reviewed the business' response and am rejecting it because: At no time did we agree to storage or storage fee. They purposly and unlawfully forced us to pay an additional $2,300.00 or refused to release our life's belongings. **** ***** sent an email stating that there would not be any more charges but again they unlawfully sent an invoice for $699.71. We are continuing to seek criminal charges in this matter. There are no laws stating they can't refund but there are laws such as extortion and the RICO *** or 1970. Mayflower has a history of this which can be found here: ***************************************************************************** We want the $2,300.00 extortion money returned a.s.a.p.
  
  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/10/2024

  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.

  Date May 29th 7800K for service ************** Complaint is did not finish job, damaged goods, lost goods, defaming character, lost our dog.United is aware of the situation but refuses to take accountability. They did not finish packing our house. Nor did we ever have a walk through. We have evidence of the items left at our home via the new owner. They also damaged goods, and we have a few missing items that which were not left at our old house. We incurred expenses because the crew United hired let our dog out. The dog took off. The dog was found 5 days later 5 miles from our old home. Neighbors found him. We had to drive all the way **** to ***** to get our loved dog. We had gas expenses, food, lodging, not to mention the stress and anxiety of the incident. United contracted us out to ***************. They were hired through Central Transportation out of *******. This company as well refuses to take any accountability of the events that occurred on moving day. Theres a very detailed review left on ****** for Cental Transportation and ***********************. We would like our things that which were left by the company. They refuse to pick up the two boxes and ship them to us, claiming its been to long or we had a walk through in which we DID NOT.

  Customer Answer

  Date: 10/09/2024

  Here is the attached United Van Lines Contract and Estimate, if you need anything further, pls ask **

  

  Business Response

  Date: 10/10/2024

  Good morning Mr. ************** I don't have enough information in your BBB complaint to find your order in our system.  Could you please provide me with a copy of your ************************** that should contain an Order # in a format such as U xxx-xxxx-4.  Or you can respond without the attachment by just providing me with the Order # in the format I just provided, or if the order is under a different name that would be helpful also.  Thank you.

  Customer Answer

  Date: 10/11/2024

  Attached is invoice, attached is binding signed contract.  I also have bank statement with payment in full and email from United showing paid in full, plus much much more.  Pls ask if you want anything further.

  

  Business Response

  Date: 10/17/2024

  Please see attachments for business response.

  Customer Answer

  Date: 10/17/2024

  Complaint: 22401581
  
  I have reviewed the business' response and am rejecting it because:
  
  We did not have a walk through.  It is apparent that United is ignoring the whole events of that day which we were submitted as a review. Attached here are the photos from the new owner showing the items in which were left in our kitchen.  We paid for our kitchen to be packed, and it was not fully packed.  We will not file a claim as these are not lost items, but left items by the crew they hired.  Some of these items are family heirlooms and need to be sent to us by United.  On June 1st they delivered what items were on the truck only, not all items as they were left.  United was aware we were in a rental, and we were in processes of buying a house.  The missing items were noticed missing once everything was unpacked in our new home we are currently in now.  We have a verbal correspondence from the new owner contacting us about the items left, and also the pictures she sent showing said items.  I would highly suggest United read the full review on this day, as it is clear that the crew and Alto with Central Transport is not making United aware of the occurrences and circumstances of the day events on moving day.  Once again from a four hour delay of not packing due to the inaccurate weight disagreement between the driver and estimator, to walking off the job, loading then unloading the truck, not leaving untill 11pm with NO walk through, and last letting our dog out, which still is not being addressed by United in regard to this matter as well. Central Transport is claiming there were no issues on June first and we never contacted, in which this was false.  We called about our dog, we called about broken and missing items, in which a claim form once sent to us by Appleton. Again, central transport knew we were not unpacking until we moved into our new home.  Thats when we unpacked, thats when we noticed items were missing, thats when the new owner verified left items, thats when new owner sent us verbal confirmation of left items, thats when new owner sent us pictures of left items. Again, stating for record once again, we had no walk through as the driver left at 11pm because of all the days events that put him behind schedule. We had to leave because WE had to be in *********** to meet said driver.  I was unable to attach a continuation of the days events as the system would not allow for more attachments. We want our items pictured in said pictures. We want a resolution for the expenses accrued by the loss of our dog. Gas, food, lodging.  
  Here is the link to the two reviews of that day left at Central Transport and ********. Read pls, as it has the whole days events.
  ************************************************************
  if unable to read photo copies can be sent.
  
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 10/17/2024

  At your convenience, please forward the pictures you referenced.  The link you provided results in this message:

  Short URL (************************************************************) not found

  Customer Answer

  Date: 10/24/2024

  The message you sent about the link (BBB) those pictures were a,ready submitted through email and uploaded by BBB.  If you have any further comments, pls let us know.  We are still waiting on reply from Uni from the last rejection we did. 

  Customer Answer

  Date: 11/05/2024

  Why did you close this?  I did respond.  You asked for me to upload documents from a link as photos .   Those were uploaded.  They are in the evidence.   Id like this investigated, as I did comply, and I did respond.  The ones that never responded were the merchant after the fact. I expect a reply as someone has messed up.

  Customer Answer

  Date: 11/05/2024

  Attached is evidence I did respond, and the requested photos were uploaded, per your email to me. These photos included the requested photos from said link.  Again why did you close the complaint, as I did respond? This complaint needs to reopened. 

  Customer Answer

  Date: 11/09/2024

  The new owner of our old house sent us some of the items United failed to pack. Mainly items that were my grandmothers.  Picture shows items returned and paid for by new owner.  

  Customer Answer

  Date: 11/09/2024

  The new owner of our old house sent us some of the items United failed to pack. Mainly items that were my grandmothers.  Picture shows items returned and paid for by new owner.  

  Customer Answer

  Date: 11/09/2024

  Another picture of items failed to be packed by United return to us by the new owners expense. 
  we paid for  a service to have our kitchen packed.  There was no walk through. If we paid for a service, and it was not completed, then the job was not complete. We should be refunded or compensated for a service that which was not finished. We also are waiting on an agreement because the movers letting our dog out, and was lost, and as United knows we incurred unwarranted expenses because of their crews irresponsible, and unprofessional actions in regard to dog. 

  Customer Answer

  Date: 11/18/2024

  I cannot in several attempts get the business response to come up.  You click it and nothing happens. 
  How can one respond if the BBB system is not working properly?   
  unicorp contacted me 3-4 days ago.  They asked if I was able to retrieve my items from my old residence.  I replied to them.  I assume they acknowledge they did not finish packing my kitchen by asking the question. 
  if the BBB can resolve the issue that by clicking view response, I then can reply properly. 

  Customer Answer

  Date: 11/19/2024

  More evidence of items left.  Also, showing kindness of neighbors by our old house trying to step in and send us our items left behind by the movers.  Good people indeed. 

• Initial Complaint

  Date:09/01/2024

  Type:Order 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.

  The United ************** is refusing to cover our damaged goods. We paid $1614.10 for full value protection with a $0 deductible. They are only giving us $252.95. We are requesting our furniture to be repaired as well as $903.80 (in addition to the $252.95) in replacement value of our damaged goods. I have attached the email trails as well as receipts for coverage. Please let me know if you need any further information. We initially submitted this claim April 22, ********************* the process of trying to get our claim money.

  

  Business Response

  Date: 09/09/2024

  Good Morning,

   

  Respectfully,

   

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

  

  Business Response

  Date: 09/09/2024

  Good Morning,

   

  Respectfully,

   

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

  Customer Answer

  Date: 09/16/2024

  Hi! I responded to the company via email which they sent me and said thank you but I forgot to click resolved bia bbb before it closed my case. Anyway we can change it to resolved. Thank you for your help! 

  
  

• Initial Complaint

  Date:07/31/2024

  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.

  Wow where do i start, First off. Run don't walk away from these people. They are NOT good people and arent honest! They will LIE to you and not deliver your furniture on time. Many Many people are upset but don't put the time in to make a complaint. Don't make the mistake I did!!! I had the *** come to my house and do a walk through to give me a price. **** gave me a price. Against my better judgement I agreed. *********************** then took my file over and she wasnt nice from day 1. Not returning calls, making excuses about basic questions. I thought, "wow this isnt good" The day of the move they had an easy job because my wife and I had all the boxes either in the garage or in the front of the home. They finished and this is when the horror began. First they told me they would be loading an 18 ******* and would go right to *******. They had 3 box trucks and took all of my belongings back to their facility. I'm hearing this while I'm driving down to ******* with my daughter and 2 dogs. My wife flew with my son to meet the movers in *******. I started calling for updates and the rudeness began, The lies began. OH a driver got stuck, oh a driver is sick. Story after story why they havent left yet with all of my belongings. As the owner of these belongings you feel exposed, scared not knowing what to do. THEN my bank calls me. The card I used to pay them got compromised and someone used it. WOW!!! Really?? and in the same state their corp office is in. I was speechless. So I had to give them another card. Funny how then they called me real quickly. These movers were over 7 days late and always constantly made up excuses. They said they would refund me money and give me more when what the "breached" contract said they signed. I want the promised money back. STAY AWAY FROM THIS COMPANY THEY ARE BAD PEOPLE!!!

  

  Business Response

  Date: 08/08/2024

  Please see attachment for business response.

  Customer Answer

  Date: 08/09/2024

  Complaint: 21995786
  
  I have reviewed the business' response and am rejecting it because:

  I spoke to ******* and she told me they were authorizing more money as a refund based on their poor performance 
  
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/24/2024

  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.

  The original arrangements were made in April 2024 for our move from ************* to *********** - for packing, loading, delivering and unloading our furniture and boxes. The full payment was made the day before packing was to begin. Packing occurred 6/17-19 as planned and the service was exceptional. Loading the truck was planned for 6/20. When the loaders came at 11am, they noted that they were called last minute, that same day, and there was no truck or moving equipment. The management ignored our phone calls for hours until finally answering extremely rudely. The truck showed up at 3pm and the loaders started. The contract was for delivery to occur 6/24-27. This was delayed but not communicated to us. The United Van Lines contract explicitly states online that this must be communicated and new date given in writing. We never received this despite asking for it multiple times.We took pictures of the loaded furniture and boxes on the truck, confirming that they were secured. Afterwards, without notifying us or obtaining our consent, all of this was moved to another truck - improperly secured and mixed up with another client's belongings. When delivered, we found >$4000 of belongings damaged to the point of being unusable (baby cribs that are unsafe secondary to the damages, Peloton Bike + had handles and wiring ripped off, broken dining chair). We have found this amount of damage after only going through 10% of our belongings. We asked multiple times how to file a complaint for reimbursement with no response. Their contract explicitly states that the driver who picks up would be the driver who delivers, but this was not the case - another breach of contract. The company has misrepresented their service to gain our business and failed to meet multiple contractual obligations.

  

  Business Response

  Date: 07/25/2024

  Please provide the order number so that we can look into the issues you've mentioned.  The order number can be found at the top of the Estimate/ Order for Service.  Thank you.

  Customer Answer

  Date: 07/26/2024

  Order number was U0600-12788-4

  

  Business Response

  Date: 08/02/2024

  Please see attachment for business response.

  Customer Answer

  Date: 08/02/2024

  Complaint: 22039077
  
  I have reviewed the business' response and am rejecting it because:
  

  There were contractual obligations that were broken by United Van Lines. Here is an explicit email I had written to United Van Lines management on several occasions dating as far back as June 20. After multiple emails and phone calls, no response was received. Of note, the document noted below clearly states "If your mover fails to pick up and deliver your shipment on the date entered on the Bill of Lading and
  you have expenses you otherwise would not have had, you may be able to recover those expenses
  from your mover. This is what is called an inconvenience or delay claim. Should your mover refuse to
  honor such a claim and you continue to believe you are entitled to be paid damages, you may take your
  mover to court under 49 U.S.C. *****. The ******************************************* (*****) has no
  authority to order your mover to pay such claims."

   

  Hi,
     I am attaching our Bill of Lading, with a binding date of 4/2/2024. It explicitly states a delivery spread of 6/24 - 6/27. 
  
  The United Van Lines website within our account provides a list of documents clearly stating binding and contractual obligations. The "rights and responsibilities" document clearly states under SubPart F, page 29, that if "reasonable dispatch service" - ie delivery of goods in "timely manner" within time window of the agreed upon delivery spread - is not possible, the "mover" must provide notice of the delay immediately at the mover's expense, in writing, and provide an amended date, in writing. This notification must be made immediately when it becomes apparent.
  
  Please honor the Bill of Lading and the contractual obligations as defined by United Van Lines. In other words, please honor the delivery dates or provide in writing a guaranteed amended date with re-calculation of expenses to include reimbursement.
  

   

  The delay caused significantly more expenses than $100 per day. The biggest of which was pushing my start date back on my new job, missing out on a full day of salary. We are not filing any of these expenses but are happy to include them. We are claiming only the damage to the items as listed in first submission. 

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

  

  Business Response

  Date: 08/13/2024

  Please see attachment for additional business response.

  Customer Answer

  Date: 08/13/2024

  Complaint: 22039077
  
  I have reviewed the business' response and am rejecting it because:
  

  1. They failed to address the contractual break of failing to provide written notice of delay in shipment despite multiple requests.

  2. They failed to address the contractual break of different truck driver who picked up from the one who delivered.

  3. They failed to address the contractual break of moving our items from one truck to another without notifying us or requesting our permission.

  During our search for a moving company, the above was assured to us which resulted in us requesting services from United Van Lines. As such, they mis-represented their service, failed to provide service as per their contractual obligations listed on their website, and are failing to address these now. We would not have requested their business had we known that the furniture would be moved and the truck drivers would be different.

  In no location on their posted contract online is $100/day of delay mentioned and yet **** ******** is mentioning that now. He should read the contract which explicitly states "delays will cover all costs incurred as a result of the delay". These costs were far more than $100/day. Once again, we are not requesting the delay be re-imbursed but we are happy to provide this number if **** ******** desires. We are requesting the three points above to be addressed verbally and financially and the damaged items (as a result of the above) to be addressed verbally and financially. As a reminder, there was a total of >$4000 of damage. The delays resulted in >$10,000 unforeseen costs incurred. We are happy to request it all if **** ******** desire but we are only requested damaged items be addressed. 

  Mark - please address the damaged items, and the three points above. 

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

  Customer Answer

  Date: 11/14/2024

  11/14/2024 AB: Called consumer left a vm. 

  11/19/2024 AB:  Called and spoke to consumer, consumer what like another call back on 11/20/2024 after 12pm.

  12/09/2024 AB:  Called consumer and left a vm, will be sending a email to the consumer as well if I do not hear anything by Friday 12/09/2024. I will close the complaint. 

  12/16/2024 AB: Consumer has not returned call back or responded to the email that was sent to her on 12/09/2024. 

• Initial Complaint

  Date:07/09/2024

  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.

  Driver/employee against instructions from company refused to hire a shuttle to transport our household goods to our new home. Shuttle was included in our estimate. Driveway is long/narrow w/sharp curve/dropoff & the driver was told repeatedly that it was unsafe to drive a semi onto the property & that past moves used a shuttle. Despite this, he decided to back down the driveway. His semi got stuck while backing up, destroying 100 feet of fencing, damaging a hill/drainage channel, rutting the driveway, & crushing numerous plants. He had to hire a wrecker to extract his semi & in the extraction numerous pieces of furniture were damaged/destroyed. ****** promised multiple times in front of witnesses that all damaged/destroyed furniture would be replaced at "full replacement value." He told us this was because no furniture was damaged prior to his decision to back down the driveway; it was only damaged because of the semi extraction process which was solely needed due to his negligent actions. Company to date has refused to offer reasonable compensation for the furniture & is to date taking no action to fix the external property damage their employee caused. We have provided the requested bids from licensed contractors (landscaping, driveway, hill/fencing). Driver removed destroyed ************** have provided photos demonstrating the extent of that damage. Company admitted in email that the damage is directly caused by the driver. We have demanded arbitration & the company is ignoring that request, offering $500 in settlement for the furniture. In terms of external property damage, they are refusing to recognize legitimate bids from licensed contractors & instead are trying to force us to get other bids from less reputable sources that will be less expensive and not properly fix the damage they caused. Their liability for the reckless and irresponsible actions of their driver totals roughly $17,200.

  

  Business Response

  Date: 07/01/2024

  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.

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21917282

  I am rejecting this response because: ******* is attempting to deflect their responsibility for damage caused directly by their driver. There are two issues in this case.

  The first issue is solely the responsibility of ******* Moving and Storage, headquartered in ********* and ******** (**): (303), L.L.C, company number ***********. Their employed driver, *********************, caused significant property damage due to willfully making an unsafe decision while on our property against advice of his employer and us: he was instructed multiple times to hire a shuttle to transport our household belongings from the semi to the home and refused to do so until after his semi got stuck and needed to be towed from our property. We are directly dealing with representatives from ******* regarding this damage and they are being obstructionist. In emails and phone calls they are attempting to minimize the significant damage caused by their employee's reckless and dangerous actions (an employee who KNEW he needed to hire a shuttle to navigate our driveway but tried to show off his "skills" regardless of all advice and common sense). He needed to get towed out after getting stuck. ******* representatives have said that they are the ones who will be handling this portion of the claim repeatedly, but to date are refusing to take action. The damage estimated caused by their driver backing his semi down our driveway, demolishing our fence, undermining the stability and usability of our driveway (deep ruts and other damage), and mowing down landscaping is estimated at approximately $15,000 by reputable licensed contractors. We were told by *************************** (operations manager, ********) that they have taken corrective action with ************** and other employees involved with our relocation. This indicates the company knows that this action is their responsibility. ********* also told us in an email that *********************** would be our point person handling our property damage claim. ****************** is employed by ******* Moving and storage in ********. Initially ****************** said we did not need multiple estimates for repair, but now is demanding multiple bids in an attempt to delay payment. We have also been speaking with ********************* (CEO), also based in ******** working for a ********************* It is entirely appropriate that ******* Moving and Storage is held responsible for this portion of the complaint because they in written statements have taken responsibility for the handling of the repairs. The issue is they are refusing to take any action on payment. 
  

  The second issue is the personal belongings damaged or destroyed in the move caused by ****************** irresponsible decision. For that portion of the claim we will refile against United Van Lines, as their insurance arm is the section we have been dealing with and were directed to speak with by **********************. However, we wish to note that a ******* employee (*****) as a representative of the **************** made a verbal contract as to how the damage/destruction to our personal belongings would be handled by ******* Moving and Storage (as opposed to United Van Lines). He said we would receive "full replacement value" for all items harmed by his decision because the belongings were not damaged in the transport, but instead on our property due to his actions. He repeatedly said in front of multiple witnesses and that he personally and ******* Moving and Storage, a ****************, would do everything in their power to make this right. ******* to date has refused to inform their parent company to honor that verbal contract. They could and should do so. Instead we are being damaged by the company's actions, and repair/replacement, including our ability to move into our home, has been delayed. This is causing not only monetary damage (property loss) but a emotional duress.
  

  This company has been a nightmare to deal with and is attempting to dodge full responsibility for their unprofessional and willfully destructive actions. They need to be held accountable.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/23/2024

  Please see attachment for business response.

• Initial Complaint

  Date:07/01/2024

  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.

  I moved from **************** to ***** August 23. I paid Mayflower $11,034.23 to store and shop my house hold item, including tools and equipment I use for my business. Additionally, I paid extra for full replacement value protection. My house hold goods were delivered March 24. I asked delivery driver how long I would have to inventory all my items to make a claim for anything lost or damaged. He said 9 months the paperwork I was signing now just said I didn't notice anything at the time. When I started noticing item missing I contact A&E Relocation Services the company I originally shipped throught. **** ******** their representative said I had 9 months to file a claim. Boxes were not marked, the delivery team did not have a complete inventory, I had to find that in my truck a day later. The claim team is stating because I signed for the delivery they owe my nothing. I don't want anything extra I just want my items replaced that were "misplaced" while in their care. They have offered me $250 as a gesture. ************************************

  

  Business Response

  Date: 07/09/2024

  We have completed a review of Mr. ******** complaint and the claim was settled appropriately. Mr. ****** signed at delivery acknowledging that he completed the item checkoff and that all items were received. Our team ran a trace for the missing items and the trace came back negative. There is no evidence that Mr. ****** did not receive all of his items. We are sorry that Mr. ****** is not satisfied with the settlement, but we are unable to pay him for items he signed that he received at delivery. Our team has offered him a customer service gesture of $250.00 which he declined. 

   

  Thank you,

  ***** *****

  Cargo Claims Manager

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

  ************ (fax)

  
  
  

  Customer Answer

  Date: 07/09/2024

  Complaint: 21925905
  
  I am rejecting this response because:
  
  There was no way to conduct a full inventory at the time of delivery. The delivery driver/crew didn't not have paperwork with full inventory. I was told by the delivery driver I mislead by the to sign the damage paperwork so they could leave. He said that if I found any missing, damaged or destroyed item after they left even if I signed the paperwork I had 9 months file a claim.  I followed this with their representative at Relocation Services in ***** **** ******** and was told the something when she followed me the claim forms. Both these people are ffollowing DOT requirements for filing claims. 

  There is evidence that boxes were not marked and my tuff boxes broken into. I saved all the boxes, their own claim agent saw these items. They can send another claim agent out if they like. 

  I'm asking that they honor extra insurance I purchased and cover the cost the items that are missing. 

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

  

  Business Response

  Date: 07/22/2024

  Good morning,

  
  

  The inventory control form used to check off items as they are being delivered was utilized at the time of delivery. Mr. ****** signed this form acknowledging that he did the checkoff and that all items were delivered. There is an area on this form to notate any damaged or missing items noticed at the time of delivery and the form was signed without any damaged or missing items noted. Due to this we have no evidence that the customer did not receive all the items. A courtesy trace was run to try to locate any possible missing items, but the trace came back negative. We are sorry that Mr. ****** is unhappy with the settlement, but we have found no evidence to support his claim. 

  
  

  Thank you,

   

  ***** *****

  Cargo Claims Manager

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

  ************ (fax)

  Customer Answer

  Date: 07/22/2024

  There were broken item at the time of delivery. Items were noticed missing at the time of delivery. The delivery driver even showed me a broken table and dresser. The claims company own inspector took pictures of damaged items and broken into storage container. As for conducting a complete a 100% inventory at the delivery would have been impossible due to amount of boxes and items in them. The driver stated when signing the paperwork he needed so he couls leave and he insured me I would have 9 months complete a claim for any missing or damaged item. This information was again repeated by the company he worked for when they sent me the paperwork to fill out for the claim. And it follows *** regulations for filing claims. I see no other choice but to ask for mediation.  I do not think there was full investigation to find my missing items. And the claim agency doesn't want to honor the Full Value Protection coverage I paid for. 

  Customer Answer

  Date: 11/14/2024

  11/14/2024 AB: Called consumer left a vm. 

  11/19/2024 AB: Called consumer left a vm. 

  12/03/2024 AB: Called consumer left a vm.

  12/09/2024 AB:  Sent a email to consumer letter her now this complaint has been assigned to a mediator.

  12/09/2024 AB: Consumer called back after the email sent out to.  consumer states that the business has not resolved the issue.  Consumer desired resolution would be his tools back or to be reimbursed for the $10,000.00 worth of tools from his home business or fair value for the tools that have been stolen. 

  12/15/2024 AB: Consumer sent documents to email and I have uploaded those documents to this complaint. 

  01/10/2025 AB:  Called consumer left a vm,  I did not to go over with the consumer what the business has stated and I need question about the police report and possible give the consumer the number to ********************************************

  01/24/2025 AB:  Called consumer left a vm. 

  01/28/2025 AB:  Sent email to consumer to schedule a day and time to talk about this complaint. 

  01/30/2025 AB:  Called consumer after they scheduled a time for today to talk about the compliant, left a vm for a call back. 

  01/30/2025 AB:  Spoke to the consumer and he confirmed that the business did offer him money but the consumer feels that what was stolen is greater than what was offered, consumer was given the department of transportation. 

   

  

  Business Response

  Date: 12/16/2024

  12/16/2024 AB:  Called business and I was instructed to reach out to the claims manager who's name is **** and his contact number is **********.  Called ***** and left a vm stating that this complaint has been assigned to mediation.

  12/31/2025 AB:  Received a vm from ***** requesting a email be sent to him with the compliant.  Emailed complaint to ********************************************************************************************** through Outlook.

  01/08/2025 AB:  Sent another email to ************************************ requesting if he would to talk about the complaint have not received anything back from ***** from the previous email that was sent. Received a message back that ***** is currently out of the office. 

  01/09/2025 AB:  Business email received on 01/09/2025:

  Good afternoon,

  
  

  I have completed my review of the customers complaint and the customers claim was settled appropriately. At the time of delivery the customer signed the delivery paperwork that all items were received and made no notations to missing items or damaged cartons. Due to this we have no evidence that the claimed missing items went missing while in our custody or control. A trace was run on the missing items and unfortunaly it came back negative. The claims team has offered the customer a $250.00 customer service gesture which was declined by the customer. Please let me know if you have any questions.  

  
  

  
  

  Thank you,

   

  ***** *****

  Cargo Claims Manager

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

  ************ (fax)

• Initial Complaint

  Date:06/09/2024

  Type:Billing 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.

  No actual weight of the load was provided and charged for the estimate weight only even though the estimate was much heavier than the actual. Multiple requests for the actual weight information has been ignored by the agent (***********************, Aaction Movers, ************************************* ****, AZ ***** *************************** Phone: **************)

  

  Business Response

  Date: 06/11/2024

  Please see attachment for business response.

  Customer Answer

  Date: 06/11/2024

  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 so long as the refund of $631.38 is posted in a timely manner, as stated in the business response.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order number is **********. ***** ****** on April 1st did a remote inspection. **** ******* was my personal move coordinator. I decided to purchase shipping insurance for one hundred thousand dollars for my high value collectables. Due to this, my move date was delayed two days, since I had to fill out multiple high value forms for ****. So when the crew arrived on April 5th they can inspected and repackaged any previous packages I originally packaged. I brought the high value collectables into the living room. They were originally in brown boxes, now open, that were in duffel bags that now were open, that were in canvas bags now open for inspection and repackaging. As I was exactly instructed to do by **** ******* otherwise they wouldnt move the items. Then I watched ****** ******** and his partner inspect and reseal everything. However due to both being unprepared with added shipping material they decided to use my packaging material with new material which they werent supposed to. In fact, they got rid of the duffel bags and only used the canvas bags.When my crate arrived, numerous items were damage of high value. I filed a claim to only be rejected since according to them, I chose to have them packed in the canvas bags, and they had no idea what was in the bags. Which wasnt true. Otherwise why would I purchase shipping insurance knowing it wouldnt cover my expense collectibles. In fact, I wouldnt even had use United Van Lines in that case. I dont see how Im responsible when I hired United Van Lines to repackage my very exclusive collectables and move them safely. Instead, what I got was **** ******* scamming me out of purchasing shipping insurance that was worthless. Having me open everything, exposing my items to being damage. Since both crew members, were irresponsible, lazy, unprepared, and reckless while handling my items. Cost of repairs $25,852.28. Not including other items they damaged I soon discovered from further inspection.

  

  Business Response

  Date: 06/11/2024

  Please see attachment for business response.

  Customer Answer

  Date: 06/13/2024

  Complaint: 21777681
  

  Im only declining this response to keep communications open here with ****** ******. As you know, *** filed two separate chargebacks, and a ***** complaint. What you dont know is I also filed a police report, and been in contact with an insurance agent and appraiser for guidance. 
  
  Addressing the chargebacks first. They were initiate will in advance before I submitted the application for arbitration. In fact, the claims department was fully aware of that happening after they started replying back to me with lies, and or excuses not to cover the damages that United Van lines is responsible for. I even contacted my personal move coordinator **** ******* for help and I was directly told by the claims department, how dare I contact her, Im not allowed too. Even though she was the one that sold me the shipping insurance, that according to the claims department was invalid, which is fraud. Also she was in charge of the van operator fulfilling the contract that I signed which he broke, making the contract invalid. Which all of this has been documented. I even have additional information Ive left out, for personal use if by chance we go to court. So its more than just damages or lost here. 
  
  Which is why I filed a ***** complaint and a police report. I initially didnt want to go to arbitration because I thought I would be dealing with that shady claims department again. Until I was advice it would be directly with United Van Lines instead, and then thats when I filed it on May 31st. 
  
  Now we are facing another huge issue cause I cant find a specific collectable. Thats worth three times then what Im asking for. So the amount Im requesting in arbitration will be higher. 
  
  If you want to contact me, regarding anything about this entire situation I would be happy to do so. I can be reach at ************. My email, ********************************

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

  Customer Answer

  Date: 11/11/2024

  11/11/24 KH: Contacted the consumer, no answer, left a message on vm with my callback contact.

  11/19/24 KH: Called the consumer, no answer, unable to leave a vm due to mailbox being full.

  11/22/24 KH: Called the consumer, no answer, unable to leave a vm mailbox is still full, I will reach out via email to the consumer. 

  12/03/24 KH: The consumer responded back from my email that I sent, I called back but no response, I was able to leave a message on Mr. ********* vm.

  12/13/24 KH: I have called the consumer again, no response, left another message on vm.

  01/2/2025 KH: I made a final attempt to contact the consumer again, no response, mailbox is full, unable to leave another message.

  

  Business Response

  Date: 11/11/2024

  11/11/24 KH:

• Initial Complaint

  Date:04/15/2024

  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 used this company to move from the west coast to the east coast. I had damaged items and I was never told by the representative to hold on to broken items. I sent pictures of the damaged items. I discarded the damaged items. They will not reimburse me for the items i did not hold on to.

  

  Business Response

  Date: 04/15/2024

  This customer was not a ***** Moving and Storage customer.  They worked with ******** Moving and Storage out of ******* ** solely on this move.  Contact info ************ or ************ customer order # *********** moved from ********* ** to ***  They would need to contact Mayflower headquarters at ************ (**** ******** is who they have been talking to) or ******** in ***  

  

  Business Response

  Date: 04/15/2024

  This customer was not a ***** Moving and Storage customer.  They worked with ******** Moving and Storage out of ******* ** solely on this move.  Contact info for ******** is ************ or ************ customer order # *********** moved from ********* ** to ***  They would need to contact Mayflower headquarters at ************ (**** ******** is who they have been talking to) or ******** in ***  

  

  Business Response

  Date: 04/29/2024

  Good afternoon.  Without shipment information, we are unable to address Mr. ********* concerns.  Please provide an Order # that can be found on your Estimate/Order for Service.  Thank you.

  Customer Answer

  Date: 04/29/2024

  Address is *****************.  Ocala fl.   *****. ******* Buckley 

  Customer Answer

  Date: 04/30/2024

  6518527838A2E

  Customer Answer

  Date: 04/30/2024

  Address is *****************.  Ocala fl.   *****. ******* Buckley 

  6518527838A2E

  

  Business Response

  Date: 05/07/2024

  The customer filed a claim for damages and disposed of the items prior to the inspection. Mayflowers operating tariff provides that our company has the right to inspect every item claimed as damaged. The tariff requires this because when items are repaired, replaced or discarded prior to an inspection, Mayflower is unable to determine whether the damage is transit-related, nor can it determine the actual value of the items. Because the items were discarded before the inspection, Mayflower cannot accept liability or confirm the damages occurred while in the care and custody of the van line.

   

  Thank you,

  

  Business Response

  Date: 05/07/2024

  The customer filed a claim for damages and disposed of the items prior to the inspection. Mayflowers operating tariff provides that our company has the right to inspect every item claimed as damaged. The tariff requires this because when items are repaired, replaced or discarded prior to an inspection, Mayflower is unable to determine whether the damage is transit-related, nor can it determine the actual value of the items. Because the items were discarded before the inspection, Mayflower cannot accept liability or confirm the damages occurred while in the care and custody of the van line.

   

  Thank you

  Customer Answer

  Date: 05/10/2024

  Complaint: 21576097
  
  I am rejecting this response because:
  
  I was never told by ******** to hold onto the broken items. Months had gone by before I was told someone was going to come and look at the items. If I was told ahead of time, I would have held onto the items. You have pictures and dates of what was broken with a date.
  

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

  Customer Answer

  Date: 05/15/2024

  They still owe me money 75$ for damage goods. Its over 3 months!! I get NO calls back. I call every week and talk to ********. She promised she get back to see what the hold up is but never does. Boxes were missing and a tv left on the wall at the old house. Also after a time I throw away damaged items but took pictures of them all. 2 months later they say someone would come to see the items. I did have some items like a mattress and coffee table still here. When I got the final notice they would not pay me cause I didnt still have them I was never told by ******** to hold on to them !! Why would I ??? The 75$ is from a bill I paid cause the washer hole broke I was told to pay it and get reimbursed for it. They still owe me 75$. *************. So sorry I used them. Thank you

  

  Business Response

  Date: 05/28/2024

  Good Morning-

  We will have a team member reach out to the customer to discuss a customer service gesture to resolve this matter.

  Thank you,

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

  

  Business Response

  Date: 05/28/2024

  Good Morning-

  We will have a team member reach out to the customer to discuss a customer service gesture to resolve this matter.

  Thank you,

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

  Customer Answer

  Date: 05/28/2024

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

  Customer Answer

  Date: 05/28/2024

  I accepted prematurely because an amount was not discussed. When they made an material offer of ***** I found it not acceptable. 

  Customer Answer

  Date: 05/28/2024

  I accepted prematurely because an amount was not discussed. When they made an material offer of ***** I found it not acceptable. 

  Customer Answer

  Date: 06/11/2024

  At the time we told them yes we want to go forward with the resolution.  We got something on the text saying we did not accept the $75.00, they did not pay us for the other damages.

  Customer Answer

  Date: 06/24/2024

  I have yet to receive a refund of $75, my complaint has not been resolved. 

  Customer Answer

  Date: 10/24/2024

  10/24/2024 PE:  Emailed consumer informing them of the mediation status of the case.  Asked for clarification of the refund of $75 and requested an email response.

  10/26/2024 PE  Received via text msg:  Hi.  This is ******* *******.  Tks for contacting me.  I never received any money from them. I had a complaint because they didn't pay for broken items!!

  10/28/2024 PE:  Emailed the consumers asking for a copy of the contract and a list of broken items and the value of the items.