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:07/27/2023

  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.

  ******* ******, a Unigroup company, packed my home at ***** * ****** ****** ******* *** ******* ** ***** on March 21, 2023 and loaded the truck on March 22, 2023. I left the supervision for the move with my realtor, ******* ******, and my sister, ***** *****. I had to leave to arrive ahead of the truck and needed an extended timeframe due to my medical issues and driving to Wilmington NC with my dogs.
  
  I paid for the deposit in AZ with a personal check and was informed by ******** at *******, that I could pay for the remainder with a check. My lease began on, 4/1/23, and when the movers arrived, I was informed that a cashiers check was required before they would unload. It was a Saturday and I didn’t even know where my bank was. I found an open BofA, left them at the house and obtained the check. Upon returning, they had started unloading without my supervision. Rugs, furniture and boxes were in the wrong rooms (I had to pay $800 the following day for one of the workers to correct this.) I heard someone say, when unwrapping my sofa, “Hey dude, don’t use the box cutter on the sofa.” The mover had sliced my ****** and ****, leather sofa cushion. I have spoken with ****** and ****. The cost to replace it is over $10000 and it can’t be repaired. I’ve requested multiple times, access to my online contract and they won’t return my call nor provide a copy. The movers broke multiple items, used my clothes as packing materials, mixed food with cleaning supplies and even the dogs pooper scooper! The check sent to me is for approximately $2800. My possession are supposed to be valued at replacement value. Now I need to file with the USDOT.
  
  I’m 71, have had 29 surgeries including the removal of my colon, fused spine and neck as well as a hip replacement, RA, neuropathy, etc. I’m not able to provide everything to them again! Please help me.

  

  Business Response

  Date: 08/03/2023

  Good Afternoon-

   

  The assigned team received the claim and assigned a repair firm to do an inspection of the reported damages. United maintains a published tariff as required by federal law, and every interstate move has, as its official contract, a Bill of Lading.  These documents govern the rights and responsibilities between you, our customer, and United.   

   

  According to the tariff and the Bill of Lading,United has the right to inspect all items claimed damaged during an interstate move.  The purpose of this inspection is to establish that the claimed damage is transit related and to determine the cost of repair or replacement.  Because several items were not available for inspection, United is not able to accept liability for claimed damage. 

   

  Also, another purpose for the inspection is to determine the cause of damage and determine if the damages were caused by carrier mishandling. The submitted report confirmed the damages to the clock, metal table, recliner and the armchair were pre-existing and not related to transit. United Van Lines is unable to accept liability without evidence the damages occurred while in the care and custody of the van line.

   

  Thank you,

   

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

  Customer Answer

  Date: 08/05/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I did not have several items for inspection since all photos were sent to Star at *******. I’m claiming for damages to the sofa, glass globe, Vermont Woods chair scratches, clothing used as packing materials (photos are available. Items must be dry cleaned), Cuisinart ice cream maker and items that were photographed by the inspector. Some of the items photographed were listed as unavailable and no value was provided. I can’t attach all the photos sent to Star at ******* since I received an error message. I’ve sent the ****** and **** document. 
  

  A copy of the replacement cost for the ****** and **** sofa, provided by ****** and ****. My estimate was based on the website and was an estimate only. ****** and **** has provided an exact amount.

  I have left multiple phone messages and emails to *******. They won’t return my calls. I have requested a copy of the contact, bill of lading and Amy other documents from the move. 
  

  My possessions were treated as trash. Photos are available of food items packed with cleaning supplies and even the dogs pooper scooper. 
  
  
  Sincerely,
  
  
  ******* ***

  

  Business Response

  Date: 08/17/2023

  The claim is in review with out litigation team.

• Initial Complaint

  Date:07/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********* moved me from Northern Iowa to central AL in May. The workers who packed, loaded on the trailer and then unloaded at the other end were terrific.
  
  However, the truck hauling my HHG's broke down for roughly 10 days- 2 weeks. Then when my goods arrived some of my possessions were missing namely a 6+' tall hand carved wood bear, a live edge bench and a large cargo box full of tools that was locked when it left IA.
  
  I obtained a pic showing my bear in one of their moving trailers; The cargo box could be seen in the pic opened! Also my bench was in the pic as well.
  
  The items are sitting in Nashville at their terminal I was told.
  
  I am thinking someone fancied those items and placed them in the area meant for the next person's items that were loaded in Des Moines.
  
  They are dragging their feet like crazy in getting my possessions to me even though I have been very persistent about yelling about it. I paid over $16,400 for my stuff to be moved. I WANT MY THINGS.

  Customer Answer

  Date: 07/20/2023

  Another thing that I didn't put in my complaint was that I have an antique real brass bed.  I had told the pick up  driver that "all things in this room go".  They took the head and foot boards but didn't take the side rails which plummets the value by close to 90%.  They refused to have those bedrails freight shipped down to my address.  Those rails are essential to putting the bed together.

  

  Business Response

  Date: 07/25/2023

  July21, 2023Better Business BureauServing Eastern Missouri & Southern Illinois211 N. BroadwaySuite 2060St. Louis, MO 63102RE:Lori Essig M977-24-3BBB Complaint #ID 20348306Dear Better Business Bureau,As the Lead Customer Service Specialist, I have been asked to respond to the customer’s concerns regarding her recent move.In response to *** ******* complaint, we regret that the shipment resulted in an Overflow. We understand this can cause uncertainty as to when the rest of the items will arrive. We are working diligently to get these items delivered as quickly as we can. While these items were at the warehouse due to the overflow, it was noticed the bear had what appeared to be termite dross. This required the item to be inspected by a licensed pest control professional. The findings came back as carpenter antinfestation. The items required treatment before they could be loaded into a truck. This is the reason for the delay.*** ***** states there was a lock on the toolbox. The photo taken does not support that there was a lock on the toolbox. We are terribly sorry that an overflow has occurred and several of her items have not yet been delivered. However, with there being pests involved, the bear had to be addressed and treated.We regret our services did not meet Ms. Essig’s expectations. While nothing can remedy the frustration she experienced, we apologize for the difficulties *** ****** countered during her move.Thank you for allowing us the opportunity to respond to the customer’s complaint. Sincerely,**** ******** Lead Customer Care Specialist ********* *******************

  Customer Answer

  Date: 07/25/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: They are working on getting my goods to me but not very hard.

  There were 2 padlocks on that cargo box which have many tools in it.

  I was told by a person in the facility near Nashville that the pest control people decided not to treat the bear for the ants so they just locked the trailer and let the hot weather take care of any pests.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 08/16/2023

  Dear Better Business Bureau,As the Customer Care Manager, I have been asked to review and respond to the customer’s continued concerns regarding her move with ********* ******* and agent **** ****** * ******* *******. On behalf of ********* ******* and **** ******, I would like to sincerely apologize to *** *****. ********* prides itself on providing a great moving experience for all our customers. Despite our best efforts, situations occurred that prevented us from that happening. We did not anticipate any difficulties when we accepted the move, nor has it been intentional in any way. The customer’s Order for Service/Bill of Lading included the transportation of 11,671 lbs. from Saint Louis, MO to Sylacauga, AL; with a delivery spread of May 25, 2023, to June 2, 2023. We loaded approximately 12,958 lbs. on May 22, 2023. On May 23, 2023, we realized that some items had accidentally been left behind. These items included a washer, dryer, 2 toolboxes, and a bookshelf. We were able to load the items onto a separate truck that would later meet the first truck that was already en route. When the driver of the second truck stopped at another agency in Tennessee, he discovered a possible termite infestation. Rather than jeopardize other shipments, the infested items were set off at that agent’s location. These items included a wood bear statue, a folding chair, a mirror, and a bench.The first truck delivered on May 31st. The second truck delivered on June 3rd. We had to consult several different pest companies to determine how to treat the wood bear statute without destroying the statute. And because of this, it took longer than it should have. We were instructed by a local pest control company to shrink-wrap the statue in plastic until a scheduled in-person inspection could be performed. A pest control company performed an inspection and confirmed that it was infested with carpenter ants and not termites. It was also determined that moving the statue and the heat drew the ants out of the statue. That pest control was unable to treat the infestation, and another company had to be consulted. We contacted Terminix, who inspected the statute and Essig determined that they could treat the infestation. On July 31st, Terminix was able to treat the statue and the trailer it was in successfully, getting rid of the infestation with no damages.The statue, along with the other items, has been scheduled to be picked up by a driver no later than Wednesday, August 16th. Once loaded we can provide the customer with updates. Again, we sincerely apologize for the frustration and inconvenience the customer has experienced with us.Thank you for allowing me to respond to the customer’s complaint.Kindest regards, ******* ************* ******** **** ******* ********* *******************

• Initial Complaint

  Date:07/06/2023

  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 hired United Van Lines to move us from Illinois to New Hampshire. We wanted things delivered no later than 7/3/2023. We paid an additional $645 dollars to have the company load on a Saturday so we could have the "guaranteed" delivery window of 6/27 to 7/3. We were informed our delivery would likely be toward the end of the delivery window because of a driver delay. We delayed leaving Illinois since the delivery would be toward the end of the window. I was "guaranteed" on more than one occasion during that week, including the Friday afternoon 6/30/2023, that our delivery would be here 7/3. I was told it would not be first thing, but it was "guaranteed" for 7/3/2023. We left Illinois on 7/1/2023 so we could make it by the evening of 7/2/2023 and be here for the delivery 7/3/2023. At approximately noon on 7/2/2023, I was called by the driver who said he was on a 32 hour hold and could not drive again until sometime Sunday. Clearly the company knew this was going to be the case before 6/30, as he had just finished a different delivery. He said he might be able to get to New Hampshire by 7/3, but it would be late and he likely could not get people to unload the truck. Obviously he would not be able to get people to unload on 7/4 either. We incurred additional costs for lodging and meals given the delay and being without anything to sleep on or cook with during the delay. We also had to take an extra day off of work so that we were available on 7/5. We had already taken a day off of work for 7/3 to be available. When I contacted the company, they said their policy was to give us 100 for each day they were delayed, which was calculated from the end of the day on 7/3. So for all of the additional cost and inconvenience and missed work, they are compensating us 100 dollars. This cannot be acceptable way for a company to do business or to compensate customers for their failure to deliver the service we paid for promptly.

  

  Business Response

  Date: 07/21/2023

  July 11, 2023 Better Business Bureau Serving Eastern Missouri & Southern Illinois 211 N. Broadway Suite 2060 St. Louis, MO 63102 RE: ********* ******* ******** BBB Complaint #ID ******** Dear Better Business Bureau, As the Lead Customer Service Specialist, I have been asked to respond to the customer’s concerns regarding his recent move. As the Lead Customer Care Specialist, I have been asked to respond to the customer’s concerns regarding her recent move. In response to *** ********* complaint, we regret that the shipment arrived a day late. We understand delays can cause undue stress on our customers. According to the tariff we must adhere to, we can offer $100/day on late deliveries. There are also federally regulated rules of operation that drivers must follow regarding the number of hours they are allowed to drive per day. It appears our driver was coming to his end time and needed to pull over to rest, causing the delay. Every effort was made to keep the customer updated with all delays concerning her shipment. The driver even called the customer himself to update her. We are terribly sorry this caused the one-day delay, but these regulations are put in place for the safety of the driver as well as all the other motorists that encounter his truck on the road. We regret our services did not meet *** ********* expectations. While nothing can remedy the frustration she experienced, we apologize for the difficulties Ms. Webster encountered during her move. Thank you for allowing us the opportunity to respond to the customer’s complaint. Sincerely, **** ******** Lead Customer Care Specialist United Van Lines 636-305-4012

  Customer Answer

  Date: 08/02/2023

  We were told by our United Van Lines coordinator on June 30, 2023 end of the day our delivery date was still guaranteed for July 3rd. On the morning of July 1, 2023 we loaded up two dogs two cats and all of us and headed toward our destination to be there for July 3rd delivery date. It was not until midday on July 1, 2023, when we were already headed toward our destination across country, that the driver called us to relate he was on a 32 hour hold. Clearly the driver would have known this prior to June 30, 2023 and we could have been informed so we did not leave intending to be there for a scheduled delivery date of July 3rd, for which we had already taken off work to be at the residence for. Because of the lack of communication on United Van Lines part, we incurred additional lodging and meal costs as well as had to take an additional day off on July 5th to be there for the delivery. We could have been notified promptly on June 30, 2023 so we did not incur those additional costs and did not head toward our destination until July 3rd for the delayed July 5th delivery date. We also would not have incurred the additional lodging, meals, and costs of an additional day taken off work. 

  Customer Answer

  Date: 08/02/2023

  We reject the company's response.
  
  They did not communicate with us in a timely manner resulting in our incurring additional lodging and meal costs as well as time off of work. Compensation of $100 dollars does not cover even one night of lodging, much less more than one night we incurred due to their failing to inform us of the delay in delivery in a timely manner. We also incurred meal costs and had to take an additional day off of work. Had we been notified in a timely manner, we would not have incurred the costs. Please see below.
  
  We were told by our United Van Lines coordinator on June 30, 2023 end of the day our delivery date was still guaranteed for July 3rd. On the morning of July 1, 2023 we loaded up two dogs two cats and all of us and headed toward our destination to be there for July 3rd delivery date. It was not until midday on July 1, 2023, when we were already headed toward our destination across country, that the driver called us to relate he was on a 32 hour hold. Clearly the driver would have known this prior to June 30, 2023 and we could have been informed so we did not leave intending to be there for a scheduled delivery date of July 3rd, for which we had already taken off work to be at the residence for. Because of the lack of communication on United Van Lines part, we incurred additional lodging and meal costs as well as had to take an additional day off on July 5th to be there for the delivery. We could have been notified promptly on June 30, 2023 so we did not incur those additional costs and did not head toward our destination until July 3rd for the delayed July 5th delivery date. We also would not have incurred the additional lodging, meals, and costs of an additional day taken off work. 

  

  Business Response

  Date: 08/04/2023

  August 3, 2023

  Better Business Bureau Serving Eastern Missouri & Southern Illinois

  211 N. Broadway Suite 2060St. Louis, MO 63102

  RE:********* ******************

  Complaint #ID ********

  Dear Better Business Bureau,

  As the Lead Customer Care Specialist,

  I have been asked to respond to the customer’s concerns regarding her recent move.As stated in our prior letter, according to the tariff we must adhere to, we can offer $100/day on late deliveries. There are also federally regulated rules of operation that drivers must follow regarding the number of hours they are allowed to drive per day. It appears our driver was coming to his end time and needed to pull over to rest, causing the delay. Every effort was made to keep the customer updated with all delays concerning her shipment. The driver even called the customer himself to update her. The customer’s delivery spread was June 24, 2023 –July 3, 2023. The customer received their shipment on July 5, 2023. We delivered two (2) days outside of the delivery spread dates, and the customer is entitled to $200. A check in the amount of $200 was processed and mailed to the customer on July 11, 2023.Again, we sincerely apologize for the customer’s frustration and inconvenience for the delayed delivery. It was not anticipated when the move was accepted, nor was it intentional.Thank you for allowing us the opportunity to respond to the customer’s complaint.

  Sincerely,

  **** ******** Lead Customer Care Specialist United Van Lines

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

  Customer Answer

  Date: 08/07/2023

  We reject the business' response. The business knew well in advance of our communication with them at 4:30 on June 30th when they "guaranteed" us our delivery on July 3rd. They would have been well aware their driver would need to be on a 32 hour federally mandated hold on July 1st and 2nd by June 30th when we last communicated with them. Considering the driver contacted us midday on July 1st, the driver as well as the company was well aware of the upcoming 32 hour hold and should have advised us of that when we specifically inquired at the end of the day on June 30th. This would have avoided unnecessary expenses for us as well as the need to take an additional day off of work. Were the company to have to make good on guarantees and provide a 10% discount as other businesses do when there is a delay and inconvenience caused to their customers, I have no doubt we would have been readily informed of any delay, they would have secured a driver to get our things to us on the date they "guaranteed," or would have provided more of a good faith remuneration for our expense and inconvenience. 

  Customer Answer

  Date: 08/09/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  We reject the business' response. The business knew well in advance of our communication with them at 4:30 on June 30th when they "guaranteed" us our delivery on July 3rd. They would have been well aware their driver would need to be on a 32 hour federally mandated hold on July 1st and 2nd by June 30th when we last communicated with them. Considering the driver contacted us midday on July 1st, the driver as well as the company was well aware of the upcoming 32 hour hold and should have advised us of that when we specifically inquired at the end of the day on June 30th. This would have avoided unnecessary expenses for us as well as the need to take an additional day off of work. Were the company to have to make good on guarantees and provide a 10% discount as other businesses do when there is a delay and inconvenience caused to their customers, I have no doubt we would have been readily informed of any delay, they would have secured a driver to get our things to us on the date they "guaranteed," or would have provided more of a good faith remuneration for our expense and inconvenience.
  
  
  Sincerely,
  
  
  
  ********* *******

  

  Business Response

  Date: 08/11/2023

  Attached please find our 8/3/23 response to Ms. Webster's complaint.  We are sorry our services did not meet your expectations.

  Customer Answer

  Date: 08/13/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Again, the company would have been well aware their driver was coming to the end of his allowable driving time when I made the inquiry in the afternoon on 6/30/2023 (a friday) and was assured we were "guaranteed" delivery for 7/3/2023 (Monday). Conveniently, our service coordinator was leaving the office at the end of the day on 6/30/2023 (i received the return guarantee of delivery for 7/3/2023 email from the coordinator at 4:30pm CST) until 7/5/2023. It takes at least two days by car to get from Chicago to New Hampshire and more than that with a moving van. Clearly, if the driver was coming to the end of their allowable drive time and the company was well aware of this, as they had him on another delivery on 6/30/2023 (which is what the driver indicated when we heard from him midday on 7/1/23), there would be no way for the company to not be aware that his need for 32 hour down time and subsequent 2.5 days it took him to get to New Hampshire would mean delivery on 7/3/2023 was impossible. Had the company readily notified us of this fact and let us know it would not be until 7/5/23, I would not have taken the day off on 7/3/2023 for delivery and we would not have packed everyone up in our vehicles and started out early on the morning of 7/1/2023 so we could be in New Hampshire on time to meet the delivery we were told was "guaranteed" for 7/3/2023. We would not have incurred added lodging and meal costs as well as needed to take an additional day off of work on 7/5/2023 to again be available for the delivery. Clearly the company uses the word "guarantee" completely outside the accepted definition of the word and has no regard for their negligence causing others added expense. We were charged almost 700 dollars extra to pack on a Saturday so we would have the "guaranteed" delivery window we wanted and then were "guaranteed" delivery on the last day of the window when clearly the company had no intention of having it delivered by 7/3/23 and readily knew this when I inquired on 6/30/2023. Again, 200 dollars does not cover negligence on the part of the company to inform us of the delay in a timely manner so we did not incur the added costs that we did. That the company feels it is appropriate to mislead a customer, engage in negligent behavior, and then provide remuneration that is laughable is unconscionable. At the very least, you could have returned the added cost we paid to have the van packed on a Saturday that we were required to pay to ensure our "guaranteed" delivery window. Your company could not even find it good customer service to do that. It is clear having repeat customers is not a concern for the company nor is customer service. The fact that you hide behind a laughable sum "as per contract" rather than acknowledging you charged us an extra charge to ensure our "guaranteed" delivery window and then did not deliver and never thought it important to communicate the delay to us in a timely manner is deplorable. 
  
  
  
  Sincerely,
  
  
  
  ********* *******

  

  Business Response

  Date: 08/25/2023

  Dear Better Business Bureau,

  As the Lead Customer Care Specialist, I have been asked to respond to the customer’s concerns regarding her recent move.Services in the moving industry are often significantly more expensive on Saturdays than they are during the week. Many other moving companies can attest to this.By adding on the Saturday Pack, the customer was guaranteed that they could leave the house on a specific day and hour. Note that the team also loaded the contents from a POD onto the driver's truck after unloading it at the customer's garage. We must respectfully deny the customer's request for a refund as the services requested were performed.Again, we would like to express our sincere regret that the customer's shipment was delayed by circumstances beyond the driver's control. It was in no way deliberate.Thank you for allowing us the opportunity to respond to the customer’s complaint.

  Sincerely,

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

  Lead Customer Care Specialist United Van Lines

  Customer Answer

  Date: 08/26/2023

  We reject the response. Unloading the POD was part of the quote, so that was not something extra that was done out of the goodness of the company's heart. Again, we request return of the extra loading fee for a Saturday move, given the packing on Saturday was not to ensure a specific move out date for us, but to ensure we had the delivery window we wanted, as that was what we were told would be needed to ensure the delivery window we were "guaranteed," which the company failed to deliver. 

• Initial Complaint

  Date:07/01/2023

  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.

  Mover mixed up our belongings with another load on the truck. Found 3 boxes of ours with other load but driver refused to allow us to look through what was still on the truck and covered with blankets. Driver insisted only the 3 boxes were mixed up and then left in a hurry, telling us the other load was being delivered to a storage unit in Colorado. That's where our belongings should be. Weeks after filing a claim listing the missing boxes and furnishings, moving company says our belongings can't be found. Since we can't prove the value of lost family photos, a lifetime collection of sewing fabrics and notions, a wardrobe, etc., we suspect this moving company simply couldn't be bothered to look for our lost belongings which are of no value to them. Or perhaps they can’t find our belongings because they were stolen, but they offer no explanation as to why they cannot trace our missing possessions.

  

  Business Response

  Date: 07/13/2023

  July 13, 2023

  Better Business Bureau Serving Eastern Missouri & Southern Illinois

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

  Re: ******* ******* ********* ******** *** ***** *** ********* BBB complaint ID# ********

  To whom it may concern:

  As counsel for Mayflower Transit, LLC (“Mayflower”), I have been asked to respond on behalf of Mayflower regarding ******* *******’s concern about her interstate shipment with Mayflower. Mayflower received Ms. *******’s claim for cargo loss and damage on June 13, 2023. Mayflower is actively working to search for Ms. *******’s reported missing cartons. Mayflower conducted an initial trace for Ms. *******’s items, which was unsuccessful. Mayflower’s Claims Team has been in communication with Ms. ******* and is currently conducting a second trace in an attempt to locate the claimed items. We regret our services have not met Ms. *******’s expectations. Thank you for the opportunity to address Ms. *******’s complaint.

  Sincerely,

  ** ********

  Claims Counsel, Cargo Litigation

  Customer Answer

  Date: 07/13/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: Mayflower rep advised us that they would inform us about their search for our missing belongings 2 weeks ago, and we still don't know the status of this search or whether or not we should start replacing many lost items. The last we heard from Mayflower, they planned to contact the agent who drove off with our boxes and furnishings to find out what he did with them. It seems implausible that they haven't been able to get an answer to that question for the six weeks since we informed Mayflower of our devastating losses.  Here's what Mayflower told us 13 days ago:

  * ***** ********** ***** ** ***
  * ******** *** ********** *******
  >
  > 
  > Hello,
  >
  > Please see the attached email. On 7/5 we informed you that we had reopened the trace investigation. The agent confirmed today that they are in need of another day or so to confirm all potential areas have been covered.
  >
  > Once the trace investigation is wrapped up, we can then move your claim forward for settlement.
  >
  >
  > Thank you,
  >
  > Claims Team 10
  > *************************
  * ************
  
  
  
  

  

  Business Response

  Date: 07/25/2023

  To whom it may concern: I am responding on behalf of Mayflower Transit, LLC (“Mayflower”) regarding Ms. *******’s supplemental response regarding her concerns arising from her interstate move. Mayflower has continued to conduct a trace for the items Ms. ******* has claimed as missing. Mayflower has notified the other customer whose shipment was on the same trailer as Ms. *******. That customer’s shipment was recently delivered. The customer did not initially identify any items that were not part of their shipment. However, they are continuing to unpack and are aware that Mayflower is searching for Ms. *******’s reported missing items. We regret our services have not met Ms. *******’s expectations. Thank you for the opportunity to address Ms. *******’s complaint.

• Initial Complaint

  Date:06/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In our move with United Van Lines many of our items were damaged by the mover. Some of these items were irreplaceable antiques and were damaged beyond repair. While the repair service that they worked with was very good, and did a fantastic job of repairing most items, there were some items which were not capable of repair. One example was in the warped top of a dresser due to too much weight being placed upon it. Two table top mirrors that would cost $1000 each to replace were broken and not paid for to replace due to us not being able “to substantiate” the value. It cannot be refuted that these were damaged and needed to be replaced, but instead of offering a value they just said no coverage. They believed that for all damages that $650 was a fair offer for all, yet they know that there is more value for these items. This is a criminal organization, taking peoples money and falsely representing their insurance services. A criminal investigation should be made into their practices. While I believe that we are due $2,300, I would want to warn all from using their services. Our move with United was: *****************

  

  Business Response

  Date: 07/03/2023

  We have communicated the settlement position to the customer.  The customer references a warped desk and we follow up with the assigned repair firm and it was determined the damage had nothing to do with transit.  The van line did accept liability for the mirrors and it’s the responsibility of the customer to substantiate the value of their items and Mr. ******** was unable to provide sufficient substantiation.  The remaining items were denied because there was no established evidence of a misdelivery.  The customer was given two options to resolve his claim which were instructions to file for arbitration or a customer service gesture. 

   

  Thank you,

   

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

• Initial Complaint

  Date:06/09/2023

  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 recently moved out of state and used United Van Lines to transport my household items. My experience with this company was EXTREMELY poor. My shipment was delayed by 30 days. The delivery driver caused damage to my property with the truck. Many of my items arrived damaged. The claims for the items I submitted were handled very poorly. I spent hours navigating an arbitration process, I even needed to hire a lawyer because this process was so complicated and drawn out. Every employee of this company I had interaction with throughout the process was rude and unhelpful. The service I was provided with was unacceptable and the way my claims were handled is outrageous. This company is corrupt, as can be seen by the MANY other reviews here with very similar stories.

  

  Business Response

  Date: 06/30/2023

  ****** ******* BBB Case ID: ************** Van Lines, LLC Order No. : ********Dear Dispute Resolution Department:This will acknowledge receipt by United Van Lines, LLC (“United”) of the complaint that was submitted to the Better Business Bureau of Eastern Missouri and Southern Illinois (“the BBB”) by ****** *******(“Ms. *******”). Ms. ******* previously requested and agreed to submit her claim dispute with United to binding arbitration with the American Trucking Association (“ATA”),under its Household Goods Dispute Settlement Program.United also agreed to submit the ******* claim to binding arbitration.On June 7, 2023,an arbitrator with the National Arbitration Forum (“FORUM”) reviewed all evidence and submissions that were submitted by the parties and issued a binding award. Ms. *******is represented by counsel.Ms. *******’s counsel filed a Request for Reconsideration of the binding arbitration Award with the FORUM.United will be timely filing its response to Ms. *******’s Request for Reconsideration of the binding arbitration award. Since the parties are in the midst of the binding arbitration process regarding Ms. *******’s claim dispute, United does not believe it appropriate to provide any further comment. Sincerely,****** ****** *********** ******* ************ **** ********** **********

• Initial Complaint

  Date:05/18/2023

  Type:Customer Service 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 the vendor to move my household from Oregon to New Mexico. Post my inspection the moving company damaged and lost some of my personal items. Following the agreement with the company, I filed a damage claim providing pictures of damages for items that were delivered and provided clear description of items the vendor lost during the move. The company hired a third party to inspect the damages, the third party contacted me expecting me the customer to perform the work on their behalf. I communicated to Armstrong and their claims team that I would not perform the work.
  
  To date the company has not settled the claim and continues to fault me for this not being resolved. As a result of the damages I had to procure a new desk to support working from home. I also have damaged items stored in my garage preventing me for utilizing the space as desired.

  

  Business Response

  Date: 05/15/2023

  BBB,
  

  RE: ******** ***** ***********

  Please transfer this complaint to the Eastern Missouri BBB
  as the Terrence **** shipment moved under United Van Lines, LLC
  ("United") interstate operating authority. For purposes of this
  interstate move, Armstrong Relocation ("Armstrong") was acting solely
  as a disclosed household goods agent of United.  As a disclosed household
  goods agent, Armstrong cannot be liable for damages arising out of United's
  performance under its interstate Bill of Lading.
  
  Therefore, please remove Armstrong from the complaint and
  forward the complaint to the Eastern Missouri BBB, and please advise when the
  complaint has been moved.
  
  ***** ***
  
  ******** ****

  The Armstrong Company

  Customer Answer

  Date: 05/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:Armstrong Relocation has yet to resolve the damage claim filed in accordance with the agreement. To date the company continues to stall settlement, and refuses to accept responsibility for items lost during the move. Initially the company attempted to force me to accept virtual assessment of damages, creating additional work for myself when I refused to do the work the company attempted to close the claim. Armstrong has had the damage claim since February of 2023 and continues to penalize me for the issues created by their employees.
  
  
  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 05/26/2023

  In response to the BBB complaint filed by customer ******* **** I wanted to update with the following:

   

  • Additional review was completed of the submitted claim and supporting details/information.
  • Customer was contacted and spoken to verbally by claims adjuster from the handling team (Claims Team 10). Customer was informed that a revision to the settlement is being made to compensate for the claimed missing items. Adjuster asked if there were any additional issues with the settlement and customer advised there were no other issues and were happy with the re-review and revisions being made.
  • Customer was sent a follow up email with the revised settlement. See attached email follow up to customer from management (myself) as well as the revised settlement letter.

   

  Thank you.

   

  Sincerely,

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

• Initial Complaint

  Date:05/17/2023

  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 am contacting you with a complaint against the following federally regulated companies and sub-entities that conduct business in your state. These companies moved my household goods.
  
  Unigroup, *** ******* ****** ******* ** ***** *********** ********* ****** *** ***** **** *** ******* ****** ******* ** ***** ********** ******** ********* ********** ******* **** **** ** **** ******* ***** **** ******* ****** ** ***** ************ ********* The shipment was moved under my own name along with my husband; ******** ******* and ***** ******. Items originated at 8600 Twin Lake Drive, Boca Raton, FL 33496, were packed and removed from our home on 4/10, 11/2018, stored, and delivered to ***** ****** ****** ****** ***** ** ***** *********.
  
  The claim number (bill of lading account number) is U0071-71011. I am enclosing both Bill of Ladings. In total, I have paid this company over $42,000.
  
  The documented monetary value of loss exceeds $190,000. Full value protection exceeding this value was purchased. The following issues have occurred (but not limited to...):
  1) Double charged items in excess of $10,000
  2) Extensive loss and damage to belongings
  3) Failed to provide Full Value Protection purchased
  4) Failed to provide alternate dispute resolution options, despite requests to do so, for two years
  5) Failed to maintain proper inventory
  6) Misrepresented an agent as a state licensed professional in order to gain access to private home
  7) Failed to correspond in a timely or consistent manner in order to "run the clock" on deadlines
  
  The file on this claim is voluminous, detailed, and complete. Please do not hesitate to request any additional supporting documentation. Attachments to this correspondence are enclosed for your reference.

  

  Business Response

  Date: 05/30/2023

  Good morning Dispute Resolution Department,

   

  This responds to the Complaint identified as ******** that was submitted to the Better Business Bureau (“BBB”) by ******** ******* ****** (“Ms. ******* ******”).

   

  The complaint from Ms. ******* ****** raises a series of concerns including a reported over charge for her move and released rate valuation; alleged lost and/or damaged items; alleged service failures and/or failures to timely respond to her inquiries; and an alleged failure to provide her with information about dispute resolution with regard to her interstate move with United Van Lines, LLC (“United”). 

   

  Ms. ******* ******’s shipment originated from a permanent storage warehouse facility in Pompano Beach, Florida and was transported by United to Toluca Lake, California.  The issues described by Ms. ******* ****** have been referred to the undersigned for review and investigation.   One issue involves Ms. ******* ******’s assertion that items that she reports to have been damaged will have a loss of value after repair efforts.   To investigate this assertion will require 3^rd parties that are qualified to determine if such a reported loss of value has occurred as is being asserted.    Investigating these assertions will require additional time.  

   

  Once United completes its investigation,  United intends to address directly with Ms. ******* ****** all of the issues that she has raised in an attempt to amicably resolve same. 

   

  Thank you.

   

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

  Customer Answer

  Date: 05/30/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  Although the business claims in it’s correspondence it will resolve this issue directly with me, no understanding has been reached. In fact, the business has failed to contact me directly since filing this complaint. 
  
  
  Please refer to previously provided attachments which document the chronic, systemic, and ongoing bad faith efforts of this business to resolve this dispute. 
  
  
  
  Sincerely,
  
  
  
  ******** *******

  Customer Answer

  Date: 06/01/2023

  Please be advised the company has not reached out to me since the date of my complaint. There has been NO settlement or resolution to this claim and request it stay open and active with your office.

  Thank you,

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

  Customer Answer

  Date: 06/26/2023

  Please be advised, the previously filed complaint against the above named entities has not yet been resolved.  There has been no direct response or communication from any of the companies to me since the complaint was filed with your office.  Any appropriate investigation or enforcement within your jurisdiction should remain active and ongoing at this time.

• Initial Complaint

  Date:05/13/2023

  Type:Customer Service 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.

  You don't provide enough room to explain our situation so it will be quite truncated. We'd like to write more. What is presented is only part of the story. We used Mayflower Transit/VIP Transport Las Vegas (the movers) for a cross-country move in mid-November 2022 from Henderson NV. 1. When bidding the job, we specifically asked if our furniture would be put reassembled, and were assured it would be. Not! They failed to put 34 shelves back in various credenzas, breakfronts, and office furniture, saying “we don’t do that.” 2. They refused to reconnect the 3 parts of a large breakfront, about 12 feet wide, and 8 feet tall. We had to wait weeks to hire someone to reconnect the pieces before we could use it, costing almost $400, for which the movers deny any responsibility. 3. When the movers bid the job, we specifically asked them to look at our large custom built entertainment center, 10 ft wide by 8 feet high, to be sure they could move it. The rep looked at it carefully, and said it would be no problem. We relied upon that.Late in the morning of the move, the movers told us they couldn’t move the piece, because it was too heavy. Isn’t that what movers are paid to do, move heavy furniture? We were stuck, with no choice but to leave the piece in Nevada, and no chance to make other arrangements to try to recoup our investment in it, which cost us approximately $4,300, in 2013, and which will cost us 3 times that to replace it. The movers only gave us a credit of about $110 for not moving it, an amount we feel is absurdly low, given it was so heavy that it couldn’t be moved. 4. The movers weren't careful. We filed a claim for damage to 14 items, including breaking the arm off a priceless robot sculpture. I saw one of the movers trying to cover up the broken arm by placing it next to the sculpture so we wouldn’t know it was broken. The movers paid us some compensation, less than what we claimed. It took us months of hassling to receive anything.

  

  Business Response

  Date: 05/24/2023

  Better Business Bureau Serving Eastern Missouri & Southern Illinois

  211 N. Broadway Suite 2060 St. Louis, MO 63102

  Re: ****** *********

  Mayflower Transit, LLC

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

  BBB complaint ID# ********

  To whom it may concern:

  As counsel for Mayflower Transit, LLC (“Mayflower”), I have been asked to respond on behalf of Mayflower regarding ****** *********’s concern about his interstate shipment with Mayflower. Mayflower received Mr. *********’s claim for cargo loss and damage on February 23, 2023. The entertainment center Mr. ********* references in his complaint was included in that claim. Mayflower’s claims team investigated why the entertainment center was not transported. It was a very large piece, over 20 feet long and 10 feet tall. Mr. ********* originally told Mayflower’s salesperson that the entertainment center could be disassembled into three smaller pieces. When Mayflower’s moving team arrived, it was determined that the piece could not be disassembled, as the pieces were glued together when it was originally assembled, in addition to being screwed together. It was impossible to disassemble the item without destroying the item. Mayflower determined that it could not move the entertainment center since it could not be disassembled, and the glued together panels likely would have been damaged during transit. After receiving Mr. *********’s claim, Mayflower promptly assigned an inspection to inspect the claimed items. Mayflower received the inspection report on April 21st. Mayflower issued its full and final settlement position to Mr. ********* on April 28, 2023. This settlement offer included the denial of Mr. *********’s claim for the entertainment center, as it was not disclosed prior to loading that the entertainment center could not be disassembled. Mr. ********* endorsed and negotiated Mayflower’s full and final settlement check in accord and satisfaction of his claim, including for the entertainment center. I have received Mayflower’s claim notes for Mr. *********’s shipment. Mr. ********* did not previously report his concerns regarding the breakfront and shelves. Mayflower is currently investigating this issue. We regret our services have not met Mr. *********’s expectations.

  Thank you for the opportunity to address Mr. *********’s complaint.

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

  Customer Answer

  Date: 05/25/2023

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

  
  
  Thank you for forwarding to me a letter of May 24, 2023, signed by Mr. ** ********, counsel for Mayflower.  Sadly, Mr. ********’s letter is rife with untrue and misleading statements.   
  
  First, Mr. ******** claims the entertainment center was “over 20 feet long and 10 feet tall.”  In fact, the entertainment center was ten feet one and one-half inches wide, and eight feet, three and one-quarter inches high.  Attached is the drawing of the entertainment center made by the designer, confirming it was less than half the size of Mr. ********’s exaggeration.  I don’t know why Mr. ******** would exaggerate the size as much as he did.  Perhaps he was misinformed by his client. 
  
  Second, Mr. ******** claims I “originally told Mayflower’s salesperson that the entertainment center could be disassembled into three smaller pieces.”  That is simply untrue.  Mayflower’s salesperson never asked me whether it could be disassembled, and I never told the salesperson anything of the sort. I was concerned about whether the entertainment center could be moved, so I drew the salesperson’s attention to it and asked him to inspect the piece to determine whether Mayflower could indeed move it.  The salesperson did just that.  He inspected the piece, and told me Mayflower could and would move it, no problem.  In fact, I also asked each of the other two movers who we received estimates from the same question about the entertainment center.  Both of them inspected the piece, and both also told me they could and would move the entertainment center.  Thus, three moving companies all said the same thing about the piece.  If it was so difficult to move, as Mayflower contends, you would think at least one of the three moving companies would have expressed some reservations.  But they didn’t.  That proves the entertainment center could have been moved, had the moving team been so inclined.
  
  I did tell the salesperson the large dining room breakfront could be disassembled into three smaller pieces.  I suspect the salesperson may have been thinking of the breakfront when he spoke with Mr. ******** about this, and confused the breakfront with the entertainment center.  
  
  Third, when the moving team arrived, the excuse given by the moving team for not moving the piece was it was “too heavy.”  Indeed, the son of the owner of the moving truck, who spent most of his time packing and unpacking the truck, told me he could bench press 500 pounds but he couldn’t move the piece.  Isn’t that what reputable national moving companies do?  They move heavy pieces.  But not in this case.  What Mayflower did do was tell me it could and would move the piece, a statement upon which my wife and I relied, to our detriment.  It seems to me that constitutes either negligent misrepresentation, or fraud.  
  
  Had we known ahead of time Mayflower would take the position it wasn’t going to move the entertainment center, we would have made other arrangements to move it, as the entertainment center was my wife’s favorite piece of furniture in our house.  Instead, we were forced to leave the piece in the house, and replacement cost will be well over $10,000.

  By the way, the moving team waited until more than two-thirds of our furniture was out of the house before informing us it wouldn’t move the piece, thereby placing us in an untenable position where we had no alternatives.  We were under duress at this point. What the moving team should have done was to look at all of the furniture before it moved any out of the house.  That way we could have stopped them from taking anything right at the beginning.  But we weren’t given that choice.  
  
  Fourth, Mr. ******** asserts we didn’t disclose “prior to loading that the entertainment center could not be disassembled.”  This is a misstatement of the facts.  As set forth above, I was never asked by anyone whether it could be disassembled until the moving team told me it was “too heavy” to move.  And then I told them I had no idea whether it could be disassembled.  How they moved the piece was not up to me.  That was up to them, the so-called professionals and experts, which is how Mayflower holds itself out to the public.
  
  Fifth, Mr. ******** fails to disclose I was given no choice regarding Mayflower’s payment to me for damage to my household effects.  My claim was comprised of 16 different items, including the entertainment center.  Mayflower paid me compensation for 14 of those items, denying any compensation for the entertainment center, and ignoring one item entirely at that time, which it has since paid for.  Mayflower strongarmed me when it told me that I either had to accept its position on all items as a whole, or I would not be paid for any of the items, but rather would be forced to go through some sort of legal proceeding to attempt to recover for the damage Mayflower acknowledged it did to 14 of the items.  I am 78 years old.  My wife just turned 76.  We are retired, and are not in a position to hire a lawyer to represent us in a legal proceeding against a wealthy company like Mayflower.  We weren’t given a reasonable choice.  I believe the way Mayflower treated us with respect to payment, and the moving of our household effects, may have had something to do with our ages, which suggests it could be liable for elder abuse.
  
  Sixth, Mr. ******** says he’s received Mayflower’s claim notes, which he presumably read prior to preparing his letter.  He asserts that “Mr. ********* did not previously report his concerns regarding the breakfront and shelves.”  That is also simply untrue.  I reported those concerns, as well as others, by email dated November 21, 2022, exactly one week after receiving delivery of our household possessions.  Attached is a copy of that email.  I also sent other emails to our credit card company, with a copy to Mayflower, regarding these issues.  Is Mr. ******** telling us that Mayflower didn’t include these documents and this information in the claims notes which it gave to him?  Hiding the facts from your own lawyer doesn’t sound like a good strategy to me.
  
  Seventh, Mr. ******** asserts that “Mayflower is currently investigating” the issue addressed in the immediately preceding paragraph.  If that is so, it’s news to me.  Mayflower hasn’t had the courtesy to let me know anything about such investigation, if it even exists.
  
  I stand by my complaints against Mayflower, none of which have been refuted by Mayflower.
  
  
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 05/31/2023

  Better Business Bureau Serving Eastern Missouri & Southern Illinois 211 N. Broadway Suite 2060 St. Louis, MO 63102 Re: ****** ********* Mayflower Transit, LLC Order No. 2835-1103-2 BBB complaint ID# ******** To whom it may concern: I am responding on behalf of United Van Lines, LLC (“United”) regarding Mr. *********’s supplemental response regarding his concerns arising from his interstate move. Mr. ********* accepted Mayflower’s settlement offer on his cargo loss and damage claim, which included the entertainment center. Mayflower confirmed with its salesperson that they asked wither it was assembled with hardware and if it could be disassembled. Mr. ********* confirmed that it was assembled with hardware and could be disassembled. Mr. ********* did not disclose that the pieces were glued together in addition to the hardware. Gluing the pieces together made the piece impossible to disassemble and transport. Mayflower determined that it could not be safely transported. Even if Mayflower’s crew was able to load the piece, the glued panels could have ripped apart during transit. Mayflower removed the weight of this item from the final charges Mr. ********* paid. Mr. ********* did not report his concerns regarding the breakfront and shelves when he filed his claim with Mayflower or at any time in his correspondence with Mayflower’s claims team. Mr. *********’s concerns have been forwarded to Mayflower’s claims team for review. We regret that our services did not fully satisfy all of Mr. *********’s expectations. Thank you for the opportunity to review and respond to Mr. *********’s concerns. Sincerely, ** ******** Claims Counsel, Cargo Litigation

  Customer Answer

  Date: 06/05/2023

  Dear BBB:

  The latest communication written by Mayflower’s lawyer says he is “responding on behalf of United Van Lines, LLC (“United”).”  I wonder if Mr. ******** could let all of us know what this dispute has to do with United?  We didn’t hire United.  Perhaps Mr. ******** just has his facts confused.  That isn’t surprising given that he seems to have other facts confused, and just plain wrong.

  This latest response simply repeats what he has said before, and makes the same false assertions, as if Mayflower thinks by continually repeating something false it becomes true.  My previous correspondence debunked what Mr. ******** previously said.  As I said, the salesperson never asked me if the entertainment center was assembled with hardware and if it could be disassembled.  I never “confirmed” such a statement.  We had no such discussion with reference to the entertainment center.  As I’ve pointed out before, that conversation was with reference to the large dining room breakfront, not the entertainment center.  
  
  In any event, after moving the three pieces of the large breakfront into our new house, Mayflower refused to reassemble it.  It seems Mayflower simply didn’t want to deal with our large pieces of furniture.  I wonder if that is because my wife and I are in our late 70s, and Mayflower felt it could easily manipulate us, and take advantage of us, because we are elderly?  Sounds like elder abuse to me.  
  
  If this case were ever to get to litigation, I wouldn’t be surprised if discovery would uncover very large pieces of furniture, larger than our entertainment center, had been moved by Mayflower on numerous occasions.  It seemed to us at the time the moving crew  simply didn’t want to take the time, or make the effort, required to move our entertainment center, not that they couldn’t do so without causing damage to it.  After all, isn’t that what they do on a regular basis, move heavy and difficult pieces.  Or is their motto “If it’s easy and light, we’ll move it.”
  
  Mr. ******** goes on to do the thing that causes most of the public to dislike lawyers, by misleadingly contending I didn’t report my concerns regarding the breakfront and shelves when I filed my claim with Mayflower, or to Mayflower’s claims team.  He doesn’t deny I reported those concerns to Mayflower within one week of delivery of the household goods, as is proved by the attachment to my previous explanation to the BBB.  Nor does he claim Mayflower didn’t know about those claims.  
  
  I sent my email of November 28, 2022, already provided to you, to ******** ********, who was Mayflower’s move supervisor or coordinator, in charge of all aspects of the move.  Thus, Mayflower was informed about our claims regarding the breakfront and shelves within seven days of the move.  I can’t help it if Ms. ******** never told the claims people about my claims, if in fact she didn’t.  I suggest internal Mayflower correspondence might prove she did share it with the claims people.
  
  Moreover, I instituted a dispute with my credit card company, explaining that Mayflower had failed and refused to perform certain contractual duties and shouldn’t be paid a portion of the charges.  Both I and Mayflower engaged in correspondence with the credit card company regarding that dispute.  Attached is an explanation prepared by me dated January 26, 2023, which includes reference to the breakfront and shelf issues.  I am advised the credit card company provided this document, or the information contained therein, to Mayflower.  Indeed, in one of Mayflower’s submissions to the credit card company it included a legal memorandum prepared by one of its lawyers to support its incredible position that a customer has to pay the full amount of the estimate even if the carrier doesn’t fully perform.  Thus, someone on Mayflower’s legal team was fully aware of the dispute and my contentions.  To suggest otherwise is ludicrous.
  
  In view of these facts, to claim that I didn’t direct the attention of the claims team to our claims regarding the breakfront and shelves is a red herring, designed to obfuscate, rather than to enlighten.
  
  Last, Mayflower did credit us with the sum of approximately $110 for its refusal to move the entertainment center, an amount that is laughable on its face, for a piece of furniture that Mayflower itself claims was too heavy and difficult to move.  Of course, they did that after two-thirds of our furniture had been taken out of the house.  What choice did we have in dealing with Mayflower?  They had us over a barrel, with our backs literally to the wall, having dealt with  us in unconscionable manner.  We had no choice in the matter.
  
  This isn’t simply a question of failing to meet expectations.  Mayflower shouldn’t be permitted to get away with taking advantage of us like it has.  The  BBB should take whatever action it can to persuade Mayflower to suggest a way to remedy its abject failures to perform, so that this matter can be fully resolved now.

  Sincerely,

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

   

  

  Business Response

  Date: 06/19/2023

  To whom it may concern: I am responding on behalf of Mayflower Transit, LLC (“Mayflower”) regarding Mr. *********’s supplemental response regarding his concerns arising from his interstate move. As previously stated, Mr. ********* accepted Mayflower’s full and final cargo claim settlement offer which included the entertainment center. On June 7th, Mayflower issued a settlement offer to Mr. ********* regarding the shelves and breakfront. We regret that our services did not fully satisfy all of Mr. *********’s expectations. Thank you for the opportunity to review and respond to Mr. *********’s concerns. Sincerely, Ed ******** Claims Counsel, Cargo Litigation

  Customer Answer

  Date: 06/19/2023

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

  Just to set the record straight, Mayflower offered me nothing regarding the entertainment center. Zero.  Nada.  Zilch.  
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2021 I moved from NY to FL. *** ******, a representative for the move, informed me that I had $40,000 worth of insurance based on my items and that I did not need further insurance. Mayflower delivery was delayed by 21 days post contracted arrival date. I was in contact with them on may occasions during this time. When my furniture arrived, the boxes were crushed, bed frame broken, figurines shattered and designer hats destroyed. I have many pictures to support my case. Mayflower scheduled Furniture Medic to come and assess the damages. They took the broken bed frame to the shop for repair and took pictures of all the broken items. ***** ****** explained that the broken items were "shocked" which he explained meant dropped which is why the items were shattered without the boxes broken. I dealt with the claims2 team for several months following their instructions about getting the value of the items, sending pictures and the websites that I needed to prove the price amount I was submitting. After many months or back and forth requests, they sent me a check for $250 for the crushed hats only. They stated there was no other proof of the broken items. I disagreed with them, provided proof of all the damage and they referred me to the American Trucking Association. I mailed all documents to them and have not heard anything. I have 38 emails to Mayflower from 6/9/21 thru 7/11/22. I have spoken to *** ******, ******* ******** and ***** ***** from Mayflower and ****** **** (subcontracted to Mayflower) and nothing is resolved. Many items are of sentimental value from my grandmother and my husband that cannot be replaced. Monetary value is placed at $3,098.98, sentimental value for some items are priceless. I've done everything I can to be compensated fairly with no resolution. They have blatant disregard for what they have done with my personal property and I need help from you. Can you please provide an email address so I can send the pictures of the damage.

  

  Business Response

  Date: 05/10/2023

  Good Morning-

   

  The claim was settled within the liability of the van line.  I checked the inventories and the team explained in the settlement letter why the van line does not accept liability for cartons that were packed by you.  Since you pack your own cartons, the crew has no knowledge of the contents, the condition of the contents or the method of packing. Mayflower is unable to assume liability for damaged contents without evidence of mishandling the cartons and must deny liability on the claimed items packed in cartons. The amount of reported broken items would indicate the packing was not sufficient and likely caused the damages.  There were no indications of damage to the carton to support the cartons were damaged while in the care and custody of the van line.  The team offered you a customer service gesture to amicably resolve your claim which you rejected so arbitration information was provided.

   

  Additionally, based on your remarks in your dispute, it seems that you are actually claiming sentimental value.  Accordingly, there are no provisions in the operating tariff that require the carrier to compensate for sentimental value that you seem to be describing.  The carrier is only liable for actual loss or damage that has been established to have occurred while the shipment was in the carrier’s care, custody and control, not for consequential or special damages.

   

  There will no further compensation and the customer will need to proceed with arbitration.

   

  Thank you,

   

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