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:04/25/2023

  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 queen-sized mattress was heavily soiled during a cross-country move from CA to NC while using United Van Lines that occurred from 1/23/23-2/5/23. Unigroup was handling the claim for damage. The company sent an individual from ********* ********* *** *n 2/2023 to examine the mattress and the individual did a very basic exam of the mattress, missing that the soiling seeped into the foam. This person was supposed to schedule cleaning of the mattress but never did so. Five separate documented attempts starting on 4/5/23 were made to contact this individual to arrange cleaning but these attempts have been ignored. Unigroup is refusing to pay for full replacement of the mattress that was covered by the insurance I elected to pay for as property protection under the initial claim that cleaning was made prior their inspection, which did not occur, and then changed their reasoning to that they were told the mattress could be cleaned although their inspector did a basic visual exam only of the mattress without seeing how deep the soiling was and is ignoring all attempts at scheduling cleaning. They have offered to pay for cleaning but will not answer questions about what would occur should the cleaning be unsuccessful or unsatisfactory.

  

  Business Response

  Date: 05/01/2023

  The team responded to the customer and explained how the repair cost was determined.  It was explained the customer would need to have the repairs/cleaning done and if for some reason the cleaning was not successful, the customer can submit the information for review and the team would review and determine if an additional settlement needs to be issued.

   

  Thank you,

   

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

  Customer Answer

  Date: 05/02/2023

  Complaint: ********
  
  
  
  I am rejecting this response because as the individual who came out to inspect the mattress did not inspect it to see how far the soiling went into the mattress. I documented this and sent proof of the depth of the soiling to Unigroup as I don’t believe this can be cleaned as it seeped into the foam itself and Unigroup ignored this extra information. They can send an additional person to examine the mattress and determine if it can be cleaned but there have been extensive delay in getting this resolved.

  
  

  

  Business Response

  Date: 05/10/2023

  We understand you feel the mattress can’t be cleaned but we consulted with a professional who provided the cost for a mattress cleaning.  There are several ways to deep clean a mattress and any professional mattress cleaner will be able to perform the cleaning.  We would not be able to offer any additional settlement until the cleaning as taken place and its determined it can not be fully cleaned.

   

  Thank you,

   

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

  Customer Answer

  Date: 05/12/2023

  Complaint: ********
  
  
  
  I am rejecting this response because I contacted a different mattress cleaning company called GHC Building Maintenance and communicated with Ron. I provided the same pictures and information that the professional that was sent to do the initial eval had and he came to the conclusion that the mattress cannot be cleaned as there is possible mold as the mattress is still damp in areas that occurred during the move. The professional sent to do the initial eval also noted this area but told me that this was no issue and that it would dry. Attached is correspondence with GHC Building Maintenance. As I have stated before, the mattress cannot be adequately restored to it’s previous state prior to the move and I am requesting a full reimbursement for the mattress.
  

• Initial Complaint

  Date:04/20/2023

  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.

  This complaint against the Unigroup Corporation, which operates United Van Lines, Continental Van Lines, and Mayflower Moving, concerns a proposed insurance settlement on household goods "lost" or damaged when my partner and I moved from Redmond, WA, to Southern Pines, NC, last year.
  
  The proposed settlement was received on April 19th from Mayflower (referenced as "************* *******") via my partner's adult daughter and representative, ***** *******, who is now out of the country. Our two highly documents claims totaled $25,892.91 versus the company’s $4,275.92.
  
  Mayflower dithered nearly four months in completing the review, after we were promised an "expedited review" by **** ****** at Continental Van Lines. The proposal stated that a substantial number of Items -- and by some odd coincidence, most of the high value items -- were moved again after delivery. We did move from a temporary rental. HOWEVER, we have time-stamped photos of a number of these items before our move into our permanent home.
  
  Mayflower's claim team did seek clarification on a few items during their lethargic review process, to which we responded promptly. But now Mayflower is seeking to pressure us into accepting their low-ball offer.
  
  We have lost all confidence in this soulless corporation to do the right thing. The incredible incompetence of a moving company "losing" over twenty boxes, along with the lackadaisical processing of the claim, has resulted in very real hardship in what was already a difficult move for a couple of seniors, We are retired professionals who have spent a lifetime accumulating with discrimination quality goods that were (under the most generous interpretation - theft was considered) treated indifferently by the movers. No amount of money can ever replace the heirloom items that disappeared.
  
  We can submit extensive documentation to BBB, along with time-stamped photos, but the files are so large that they will have to be sent in several different packets.

  

  Business Response

  Date: 05/16/2023

  Good afternoon –

  We had reached out to the agent for any additional information or photos of items prior to the items being moved again so we could confirm any damages of the denied items. The agent does not have any from the customer. We have also reached out to the customer with an update on 5/4/23 advising any additional information we needed. If they provide substantiation for items of higher value we can review that for any additional payments. Also, we advised if she had time stamped photos from the date of delivery of damaged items prior to them being moved again we could review those at that time. She did follow up with an email that she received our email with that information on 5/5/23. We have not had any further communication, or any documentation provided to us by the customer since then. At this time this is what we are waiting on for any additional compensation. The basis of the denial was valid so we have maintained that unless she can provide the necessary documentation.

   

  Thank you,

   

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

• Initial Complaint

  Date:04/19/2023

  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.

  One box is lost thus far. I put in my claim for a settlement. The claim was denied solely on the basis that I did not make the claim the day of delivery. I made the claim within two weeks of delivery. The documents I signed with mayflower, the mayflower website, the mayflower driver, mayflower customer service and various federal transportation resources says it’s my right to claim for damage items, missing items or injury within 9 months. The claims department is not applying the law correctly nor enforcing the legal agreement I made with them when I signed my bill of lading that gives me a full 9 months to make a claim. I just want this claim paid and acknowledgement that in still have 8.5 months to make as many claims for missing or damaged items as I please. Furthermore I’ve asked mayflower to check inside of the SUV that was inside of the trailer as the movers were running out of room and may have put some of my items in that SUV. When I suggested this it’s as if no one believed there was a SUV in my trailer. Isn’t it reasonable that my items may have been put inside of the SUV since it was not enough room in the trailer?

  

  Business Response

  Date: 04/25/2023

  Good Afternoon-

   

  We have reviewed the concerns outlined by the customer.  The customer’s claim was not denied by time frame limitations as the customer is suggesting, the reported missing items were denied because they were not noted missing at the time of delivery and the customer checked and acknowledged all items tendered for transport were delivered by the van line.  A trace was conducted and the reported items were not located.  The customer was unable to provide information that supported the items were lost during transit.  Her signature on the delivery documents support the items were delivered.  The customer requested instructions to file for arbitration and the information has been provided.

   

  Thank you,

   

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

  Customer Answer

  Date: 04/26/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Driver verbally told me I had 60 days to unpack and could file a claim of loss, missing or damage. Driver left a blank property inspection report so I could fill in if any damage or missing items. Appears the driver is mistaken and mayflower customer service does not know its own policy as they advised me I had months to file a claim EVEN if I did not sign something  missing the day of delivery. I gave mayflower one chance to get it right with me, and will not use you for personal or military moves again.  I will contact the Mayflower GSA contracting officer with my concerns about what your workers say and do versus what the policies are.  Short of paying my claim, there's nothing else required for mayflower at this time other than advise me what to do with the items that are mixed in with mines. I have items not mine that were put into my bins on the truck and would like to extend that courtesy of getting the items back to the other customer, although mayflower failed to extend the same couresty to me. 
  
  
  
  Sincerely,
  
  
  
  ***** ***

  

  Business Response

  Date: 05/01/2023

  The van line is not denying the claim based on time limitations.  The claim for missing items is being denied because the customer has provided no evidence the items were lost in the care and custody of the van line.  We will have a member of our overage and shortage team reach out to provide instructions for the items she received.

   

  Thank you,

   

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

   

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

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contracted with Mayflower Transit, LLC who outsourced the job to **************** and Storage to move the contents of our home from **************, ************** to **********, ** at a cost of $17,909.09. The order/job # was **********. They arrived at our home in ** on November 4, 2022 to begin packing and delivered our belongings to our new home on November 10, 2022. They arrived at the home on November 10 at 2:00 pm to begin unloading the truck. They did not leave until after midnight. This was unacceptable for anyone but especially for my 83-year-old Mother and Aunt to had to endure the late hours. The movers had no lights in the truck, and we had to loan them two flashlights. And they continued to unpack in the rain leaving several pieces of our furniture dirty and water damaged. When asked if they could come back and finish the next day, they said they did not want to pay for a hotel room and they wanted to get on the road. After they rushed to leave, this is what we found: Multiple boxes misplaced in rooms, boxes clearly marked for the second 2nd floor were on the first floor, boxes marked bathroom were in the building behind the house, very heavy kitchen boxes with dishes and pans were found in the bedroom, the vacuum cleaner was found in the shed behind the house, boxes were thrown on top of each other, trash cans and garden tools were thrown in the yard, dining room chairs were stacked on top of each other, and some were found in the second-floor attic, the dining room table legs had been removed and not reinstalled, we found broken chair legs, the hardwood floors were scratched, dishes were broken, pieces of furniture were missing, etc. We submitted a claim form to ************************** on January 30, 2023 for damages totaling $6,671.48. The claim form is attached for reference. On March 3, 2023, we received a settlement offer from ****** ************* for $200.00. They have not responded to our emails since we received the offer.

  

  Business Response

  Date: 04/04/2023

  To whom it may concern: I have been asked to respond on behalf of Mayflower Transit, LLC (Mayflower) regarding ******************** (************) concern. Mayflower takes the issues ************ identified in her complaint seriously. Mayflower is investigating and will take appropriate action to address the issues ********ed in the complaint. Ms. ***** claim identified residential property damage and cargo loss and damage. The residential property damage has been addressed by the appropriate party. Unfortunately, there was a delay in Mayflowers ***************** receiving Ms. ***** cargo claim. It has been assigned to a claims team and is being addressed. Mayflower is currently completing its investigation of the cargo claim. Mayflowers settlement position will be provided upon completion of the investigation. We regret our services have not met Ms. Wards expectations. Thank you for the opportunity to address Ms. Wards complaint.

  Customer Answer

  Date: 04/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19596121.  Thank you for your response.  For reference:

  The claim form was submitted on January 30, 2023 as requested by The Claims Manager at **************** and Storage.  There was no direction that our claim for the cargo damages needed to be sent to Mayflower. It was unfortunate that there was no action from **************** & Storage to forward our request to Mayflower until March, 2023.  Mayflower did send a representative to our home on March 23, 2023 to view the damages.  The final outcome is pending.

  Below is a copy of the direction provided by **************** & Storage:

  Good morning,  ************, please see the attached property damage form for you to fill out, once you complete the form it will need to be emailed back to *** at *********************. *** will be your person of contact moving forward. You can also reach her by phone or text at ************ if you have any questions or concerns. ****** apologizes for any loss or damages that occurred from your move with us. 

  Thank you,
  
  *****************************
  Claims Assistant
  **************** & Storage
  **************************************************** 29203

   

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

• Initial Complaint

  Date:03/13/2023

  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 moved from Menomonee Falls, WI to Tuscaloosa AL and it was recommended to use ********* ****** to move my possessions. I journeyed ahead while my brother oversaw the move in WI. While I was down in AL the ****** broke a window in my former apartment. While I was taking crucial onboarding, my cell phone began to blow-up because of this. I was forced to stop what I was doing to try and "fix" the issue that had occurred thousands of miles away. I was even forced to fill out and fax and insurance incident report. I thought the worst was over, boy was I wrong.
  A few days later, I received a phone call from the ******. They told me they were in Nashville, TN. They asked me would anyone be there if they got there after 5pm. I said 'no' and that I did not have a key because I had not been at the apartment yet. They said fine. For some reason, they did not listen, because at 6pm that night while I was at my hotel, I received a phone call stating that they were outside the apartment complex and that nobody was there to let them in. I told them that, the office that I worked with to set up receipt of everything was only their until 5pm, that was not good enough and they wanted me there. I drove there and told them that I did not have a key. The next day they got in, with the assistance of the office and began to unload. I was informed that because of the extra night, I had to pay an extra $105. Extortion at it's finest! Finally I got my stuff. When I got home from work I began to inspect. I saw they destroyed furniture. They broke more glass and instead of picking it up, it is still in my apartment. A flag holder, which holds the American Flag that was above my Grandfather's coffin was broken. There were other things as well.
  I filed a claim and when I called to ask about progress I spoke to a ****** who was very short with me and she stated "we just got it" and "we will look into it."
  I don't want glass everywhere, I want to clean up and move on from this nightmare!

  

  Business Response

  Date: 03/17/2023

  We have received the customer’s full claim and have assigned a repair firm who will assist in clearing the broken glass and removal of broken pieces. Once we receive their inspection report, we will finalize their claim accordingly.

   

  Thank you.

   

  ****** ***
  Manager, Cargo Claims
  UniGroup
  One Premier Drive
  Fenton, MO  63026

  ******_**********************
  Direct:  ************

• Initial Complaint

  Date:02/21/2023

  Type:Billing 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.

  04/13/21 - Contracted with Unigroup UVL for a personal move on 5/14/21
  05/11/21 - Advised no Unigroup drivers available
  05/14/21 - Advised local agent would pickup goods to hold at local whse
  06/02/21 - Advised by Unigroup "most" of our goods loaded from whse
  06/07/21 - Driver arrived with part of our goods. Obvious damage noted as soon as trailer doors opened. Driver attempted to deliver goods that weren't ours, & wanted us to keep them, and wouldn't allow us to check off items on inventory or note damages. Purposely misled us in attempt to get us to sign that everything delivered. Would not provide copies of docs.
  06/24/21 - Remainder of goods delivered. This allowed us to check original inventory forms. 21 missing items and 17 damaged pieces.
  07/07/21 - Filed initial claim required for Unigroup to initiate trace on lost items. Nothing was ever found
  02/28/22 - Final claim filed once every carton and item was inspected.
  8/12/22 - 1st settlement offer received. Was 42% of claimed amount.
  11/14/22 - 2nd settlement offer received. Was 68% of replacement. Move included Full Value Replacement Protection. Due to included protection I disputed both offers.
  12/20/22 - Unigroup refused to settle for claimed replacement value.
  
  This process has dragged on for over 1-1/2 years, which is why the delay in filing a complaint. We were attempting to settle in good faith for what our Protection promised. Unigroup had possession of our goods for almost 6 weeks, in which the damage and loss occurred. Unigroup suggested binding arbitration by ATA which would prevent any further action on our part to collect for the items they lost & damaged.
  
  It also appears Unigroup/UVL is attempting to settle for a flat rate per box, not on the actual cost of replacing contents of the box. This is nowhere noted in the Order for Service of the Rights and Responsibilities booklet.
  
  I have dozens of emails, docs, pics, and claim correspondence that I'm unable to send with a 5MB limit.

  

  Business Response

  Date: 02/22/2023

  Good Morning-

   

  The claim was settled within the guidelines outlined on the Bill of Lading.  The team offered repair costs for items which is the van line’s first option to satisfy a customer’s claim.  The bear was packed by the owner so the van line would not know the condition of the packing and the carton arrived undamaged so there is no evidence of a misdelivery. The amounts offered for the missing boxes are in line with the size of the cartons.  The customer was offered instructions for arbitration which would be his next course of action if he wishes to escalate the claim.

   

  Thank you,

   

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

  Customer Answer

  Date: 02/28/2023

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

  Unigroup/United Van Lines might be under the impression that the claim is settled, but it’s not. I advised them in writing that I disputed their 2nd attempted claim settlement amount as it doesn’t include the cost of replacing the goods that they lost and were unsuccessful with locating as per their documents state.

  
  I would think that considering the United drivers continued attempts to deceive and mislead us with required paperwork, they (UVL) would be anxious to make an unhappy customer satisfied. I would hope the deception used by the driver regarding the paperwork process isn’t a normal procedure used by UVL corporate in an attempt to avoid paying rightful claims for loss and damages. A copy of the delivery BOL stating the drivers refusal to allow us to check off items delivered or damaged, as well as refusing to provide us with signed copies is attached. The attempt by the United driver to convince us to keep items belonging to another customer that were loaded in the middle of our goods makes us wonder if he did something similar with our lost items.

  
  I’ve attached PDF’s of the Rights & Responsibilities booklet and the Order For Service with appropriate pages dealing with Full Value Protection highlighted. The only place I can find a mention of settling a claim based on the weight of an item is if the Full Value Protection is declined by the shipper, in which case the $0.60 cents per pound is used, which isn’t the case with our move.

  
  The booklet and BOL clearly state that claims with Full Value Protection are settled by either repairing the items or paying the current cost to replace the item if the item is not repairable or the items are lost. There is no deductible or depreciated value noted on our BOL / Order for Service. There is no mention of claim settlement based on the size of the lost carton(s).

  
  United did suggest arbitration which I did not agree to participate in. United’s arbitration is done by the ATA, which per the ATA’s website appears to be one of the larger, if not the largest lobbying groups for trucking companies in the United States. This is from the ATA’s website: “The American Trucking Associations (ATA) is honored to welcome members of the moving and storage industry into the ATA Federation.  By joining forces, moving and storage members will have a seat at the table in formulating policies affecting companies operating heavy-duty trucks on our nation’s highways. Joining with ATA provides the moving and storage segment a significant boost in advocacy firepower on Capitol Hill and before the regulatory agencies while also allowing the broader trucking industry to present a more unified front before lawmakers and regulators.” It's been suggested to me that this hardly sounds impartial and unbiased. Not to mention the fact that the ATA’s decision is binding. By participating, I give up any further rights to collect the funds needed to replace the items that United lost and damaged. The wording supplied by United’s claim department is attached. If needed I’ll take this to court and will add legal fees to the settlement, and will also tell our story to Consumer Advocate reporters at our local TV News stations in both our origin and destination markets in hopes of helping others avoid going through what United is putting us through.

  
  The bear in question was in fact packed with bubble wrap, shrink wrapped, and labeled “FRAGILE” and “TOP LOAD ONLY” when the origin crew loaded it. The crew stated is was packed and marked well. When the 1st part of the shipment arrived, it was no longer bubble wrapped nor shrink wrapped. It was wedged in between the 4 legs of a smaller outside table, which wouldn’t have been possible with the bubble and shrink wrapping in place, which apparently is the reason the packing was removed.

  
  I have written about our experience from the day we started our relocation planning to present, which you are more than welcome to visit if you need further details. You can access the story at: ********************
  
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 03/22/2023

  Good Morning-

   

  This is in response to the additional information submitted by the customer.  I have reviewed the information and nothing was provided that would support an amended settlement.  The team provided the instructions for arbitration which would be the next course of action if the customer does not agree with the settlement.  The van line covers the cost of arbitration which is $650.00 as a customer service gesture for the van lines customers.  We can offer the $650.00 directly to the customer as a customer service gesture in lieu of arbitration and to amicably resolve the claim.

   

  Thank you,

   

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

  Customer Answer

  Date: 03/29/2023

  I respectfully decline to close this issue at this time. We
  again must stress United Van Lines is refusing to settle for what the “Agreement
  for Service” and the “Rights and Responsibilities” booklet clearly state, which
  is that our move includes Full Replacement Value Protection, not a previously
  determined by United Van Lines flat rate based on the size of the lost cartons.
  I have attached additional documentation that spells out replacement costs as
  well as what we were claiming, which in some cases is significantly less than
  what it will cost us to replace the items. We also accepted lesser amounts that
  were offered on some items by United in a gesture of good faith hoping that
  would help to speed up the claims process. This has all been previously
  submitted to United Van Lines Claims Department.
  
  The attorney we have been getting counsel from in this
  matter has recommended we do not enter United’s Arbitration process. He likens United’s
  process to having one of our children abused by a teacher in school, then
  letting the teachers union decide if the teacher should be punished or not. We
  don’t trust United’s process. After all that has happened, why would we? It’s entirely
  possible and maybe even probable that the system is tilted in favor of United. If
  we participate in arbitration, the arbiters finding is final. We would give up
  any and all future recourse. We’re not willing to do that.
  
  We have contact numerous media sources with the story of our
  relocation. My family has been interviewed and we have shared all the documents
  pertaining to the move with one print publication. We have also been contacted
  by the news desk at 2 television stations, who we have shared our documents
  with as well as our ******* video, and webpage detailing our experience which
  in our opinion, has moved United Van Lines down the list from someone we
  thought we could trust to just another “rogue mover”. Our goal now is to help
  others that are planning to move with a “professional” mover avoid the soon to
  be 2 year long process that is still ongoing that United Van Lines has put us
  through, and we hope to continue to get our story out to the public prior to the
  2023 peak season.
  
  Just an FYI - an additional check for $4085.00 on top of the
  check United Van Lines previously mailed in their second settlement attempt
  would satisfactorily settle this claim and allow us to replace the  goods that can be replaced that United Van
  Lines lost while the goods were in their possession for close to 6 weeks.  
  Please note that I have removed all personal information
  from the 2 attached documents in the event any of our details are posted on the
  BBB website. 

  Customer Answer

  Date: 03/29/2023

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

  I respectfully decline to close this issue at this time. We
  again must stress United Van Lines is refusing to settle for what the “Agreement
  for Service” and the “Rights and Responsibilities” booklet clearly state, which
  is that our move includes Full Replacement Value Protection, not a previously
  determined by United Van Lines flat rate based on the size of the lost cartons.
  I have attached additional documentation that spells out replacement costs as
  well as what we were claiming, which in some cases is significantly less than
  what it will cost us to replace the items. We also accepted lesser amounts that
  were offered on some items by United in a gesture of good faith hoping that
  would help to speed up the claims process. This has all been previously
  submitted to United Van Lines Claims Department.
  
  The attorney we have been getting counsel from in this
  matter has recommended we do not enter United’s Arbitration process. He likens United’s
  process to having one of our children abused by a teacher in school, then
  letting the teachers union decide if the teacher should be punished or not. We
  don’t trust United’s process. After all that has happened, why would we? It’s entirely
  possible and maybe even probable that the system is tilted in favor of United. If
  we participate in arbitration, the arbiters finding is final. We would give up
  any and all future recourse. We’re not willing to do that.
  
  We have contact numerous media sources with the story of our
  relocation. My family has been interviewed and we have shared all the documents
  pertaining to the move with one print publication. We have also been contacted
  by the news desk at 2 television stations, who we have shared our documents
  with as well as our ******* video, and webpage detailing our experience which
  in our opinion, has moved United Van Lines down the list from someone we
  thought we could trust to just another “rogue mover”. Our goal now is to help
  others that are planning to move with a “professional” mover avoid the soon to
  be 2 year long process that is still ongoing that United Van Lines has put us
  through, and we hope to continue to get our story out to the public prior to the
  2023 peak season.
  
  Just an FYI - an additional check for $4085.00 on top of the
  check United Van Lines previously mailed in their second settlement attempt
  would satisfactorily settle this claim and allow us to replace the  goods that can be replaced that United Van
  Lines lost while the goods were in their possession for close to 6 weeks.  
  
  Please note that I have removed all personal information
  from the 2 attached documents in the event any of our details are posted on the
  BBB website. 
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:02/14/2023

  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 contracted UniGroup in May 2022 to move my household items from my apartment in Denver to my new apartment in London. They picked up the things on June 13, 2022 and after many delays inflicted by them and considerable back and forth between myself and them, they delivered the shipment on January 20, 2023. I purchased insurance through them.
  
  A majority of the boxes arrived crumpled, but the things in them only had moderate damage. However, some of the items arrived with considerable damage, including all of the records, a camera, and a turntable. I filed a claim with Unigroup on January 31. Heard an immediate response that they wanted a different format. I provided it and since then they have ignored my messages. They guarantee a turnaround of 2 days on claims on their form but I have heard nothing.
  
  They are a consistently dishonest organization that drags its feet and needs to be forced to deliver the services that they are paid for. I want this to be over as soon as possible -- please help.
  
  My order number is **************

  

  Business Response

  Date: 02/22/2023

  Hello,

   

  We have received and registered this claim manually. The claims team will go ahead and reach out to the customer and handle accordingly.

   

  Thank you.

   

  ****** ***

• Initial Complaint

  Date:01/24/2023

  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.

  We used this company to relocate from TX on June 30, to FL July 5.
  Several items were damaged and stolen, including a credit card fraudulently used the day of our move.
  The company has settled for damaged items but is refusing to settle for missing items, or apologize for an employee using our credit card hiding behind “we do back ground checks”.

  

  Business Response

  Date: 01/30/2023

  Dear Better Business Bureau,

  As the Lead Customer Service Specialist, I have been asked to respond on Behalf of ***** ***** ********** and ********* ******* *** to the customer’s concerns regarding their move in July of 2022. Ms. ******* filed a cargo claim on August 15, 2022. The claim for damaged items was settled and a check was sent to Ms. ******* on 9/2/22. Regarding the missing items, that portion of the claim was denied due to signed delivery paperwork stating all items were received. The team handling her claim did offer Ms. ******* a Customer Service Gesture in the amount of $500.00 in November. As of today, January 26th, this offer has not been accepted. If Ms. ******* wishes to accept the Customer Service Gesture, she needs to reach out to **** ****** from Claims Team 1 at ************************. Pertaining to the allegation of the use of Ms. *******’s credit card, all allegations of theft must be reported to and handled by the local authorities where they have occurred. You can be assured that our agents and their employees will cooperate fully with any investigation performed by the proper authorities. We apologize for the difficulties Ms. ******* encountered during her move. We do want to assure you the incident she described is isolated and not in keeping with the quality-of-service standards maintained by Mayflower Transit. This matter is being handled internally and all parties have been notified. We regret our services have not meet her expectations. While nothing can remedy the frustration she experienced, we hope Ms. ******* will accept our apologies in the spirit offered. Thank you for allowing me to respond to the customer’s complaint.

  Regards,

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

• Initial Complaint

  Date:01/17/2023

  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 used mayflower to move me from Hendersonville N.C to my current address. I am missing one chair that belongs to a dinning room set, and a side table. There is damage to my car. The drivers seat belt needed to be replaced. Damage to a buffet chest, new scratches on my studio grand piano. I also had a a lot of broken dishes, I did not claim that. They were very carless with my boxes and my furnishings. The day they moved me end. The driver had a lot of papers for me to sign. I signed the papers, but I am 78 years old and it took me a few days to go through things to see what is what, and that is when I noticed that a chair is missing, side table, damage to my car and scratches on my studio grand piano. The driver contacted me and stated he located the chair and the side table and they both had a broken leg. He also stated that he is having them fixed and will deliver them to where I live in Highland ranch. I tried to reach him a few times and he never returned the call. I would like replacement of the two missing pieces of the furniture and money for the seat belt of my car. The buffet chest I have managed to fix. The scratches on the piano I am willing to let go if the other items can be taken care of.

  

  Business Response

  Date: 01/25/2023

  Good Afternoon-

   

  We have reviewed the customer’s concerns and our review indicates Mayflower does not have liability for the reported claim.  The customer did not note items missing on the Inventory Control form so there is no evidence of a misdelivery.  We provide our customers a tool called the Inventory Control Form to help establish items were not delivered.  The customer checked off their shipment and marked yes that everything was received.  The piano had extensive pre-existing damages and the damage was inspected and the repair firm could not confirm the damages occurred while the item was in the care and custody of the van line.  The team explained the denials to the customer and provided instructions for arbitration.

   

  The automobile was handled by a separate team and the damages were not deemed to be caused during transit and Mayflower would have no liability without evidence.

   

  Thank you,

   

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

  Customer Answer

  Date: 01/30/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Dispute Resolution Department,
  
  In Mayflower’s response to my BBB Complaint they totally deny culpability for the loss of two pieces of my furniture as well as the damage to several other pieces of furniture. In addition they deny that they are responsible for the damaged driver’s seatbelt of my Jeep which they shipped for me.
  
   In all cases they say that I have no proof of damage, because I did not note my damaged and missing items on the Inventory Control Form that I signed at the end of the delivery day. In my defense I would like to point out that the driver, ******* ******* handed me a huge stack of papers at the end of a 12 hour day. I am a senior citizen (78 years old), and I was completely exhausted. He told me he could get out of my apartment as soon as I signed each of these papers. We were sitting at my dining table (the one missing the chair) and were completely surrounded by boxes stacked four to five feet tall. It was pretty obvious I would not be able to attest to having received everything listed in this stack of papers. I would have to open all the boxes to do that. This is definitely part of Mayflower’s scam to deny culpability of any damages.
  
  I signed the papers and allowed the driver to leave. It was the next day or so that I discovered the missing chair and side table, and I also realized that a very significant piece of furniture had been damaged. It was an antique buffet chest. A carved wooden medallion on a door was pushed forward and out.  I took pictures of this and sent them to Mayflower.
  
  The piano had been to delivered to a storage unit, and we were unable to inspect it for several months. However the owner of the storage facility did take some photographs for us. We compared these to the photos I took before Mayflower removed the piano from my NC home. This was how we noticed the new scratches that Mayflower caused.
  
  I called my move coordinator ***** ***** (who worked with ********, a local subsidiary of Mayflower). I also called my driver *******, because he had given me his number. I got a call back from ******* telling me he had located the two pieces of furniture and that both had a broken leg. He said he would personally have them repaired and return them to me by the end of November, but he never did. I have a number of emails between the move coordinator and myself corroborating these details. I’ve sent all these corroborating emails to Mayflower/Claims Team 2 several times. They told me they would investigate the two missing pieces of furniture, but they never told me the result of their investigation.
  
  My daughter ********* ***** has been helping me file my claim against Mayflower. We filed our original claim around January 17, 2022. We’ve gone back and forth with Mayflower’s Claims Team for months. They offered a Quick Claim Settlement of $500 on February 2nd, but the amount was in no way acceptable. They said we needed to send proof of our claims — even though we had already submitted all of this with our initial claim in January. We essentially sent everything again, along with pictures and email corroboration. In June we received another settlement offer of $655. I did not accept this because they denied the two missing pieces of furniture because of the Inventory Control Form. Also they denied the repairs to my Jeep which they said I couldn’t prove (although I had sent them a picture of the driver’s seatbelt completely extended, that I had had to replace.)
  
  We continued to negotiate. About the second week of September we received a settlement check for $1,773, allocating $500 for the missing chair, $375 for the missing side table, $898 for the repairs to the piano. This offer did not, however, allow any money for the damage to the antique chest or any reimbursement for what I had had to pay to replace my Jeep’s seatbelt. Therefore, I had to reject this settlement. I sent a very detailed email in early November explaining why I had to reject the $1,773 settlement. I asked them to explain to me what they had found when they investigated the driver, ******* ******, and his loss of my two pieces of furniture. I told them if I did not hear back from them by November 18th, I would be filing a complaint with the BBB.
  
  My last email from the Claims Team was dated November 8th and told me I needed to participate in an independent arbitration program through the ******** ******** *********** (***). I would need to essentially submit my whole claim yet again to the Arbitration (***). This was when I decided to contact the BBB and ask for their help.
  
  I’m very dissatisfied with the way I’ve been treated by Mayflower. They deny any responsibility for the damages and loss that I suffered by choosing Mayflower to move me across the country. I chose them because they were so large and I assumed they would move me with care. They did not, and I would like for other potential Mayflower customers to read about what happen to this elderly woman who entrusted all her furnishings and personal belongings to them.
  
  
  
  
  Sincerely,
  
  
  ****** *****

  

  Business Response

  Date: 02/08/2023

  We have provided information regarding arbitration which would be the customer’s next escalation point.  We will not be adjusting our settlement position.

   

  Thank you,

   

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

  Customer Answer

  Date: 02/10/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Mayflower has told me  my next escalatory step is to file the Arbitration Form they sent me, which I have done. I tried to send it to you as an attachment. They also say in their response to my complaint against them that they will NOT be adjusting their settlement. This does not seem to me to be arbitrating and negotiating in good faith. Please take a look at the two documents I have attached to understand better my position. It's very difficult to negotiate with a company who states at the very beginning that they will NOT be adjusting their settlement.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:01/15/2023

  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.

  We hired Unigroup to ship our belongings from USA to Singapore. The quote gave an 8 week to 14 week maximum timeline from pickup to the date of unpacking. It was verbally noted however that the norm was 4 to 8 weeks. They insisted they have availability and have executed shipments on this route many times. We agreed to move forward based on their word that they were ready to ship and had a container ready. They weren’t the cheapest option from the quotes we received.
  
  12 emails June to October pushing back our shipping date by 2-3 weeks at a time. 1 email before we were packed, all others after. We had to request the status multiple times.
  
  The first week of July, we found ourselves across the world with our 3-year-old and trying to plan to rent an apartment based on when we were told our belongings would arrive. In the meantime, we continued to stay in short term housing (at a considerable expense) as we continued to be told our items would be shipping shortly.
  
  Contractually our belongings were meant to come no later than October 11th (14 weeks) and based on continued assurances delivery would come sooner, we decided to sign a lease on an apartment. We carefully timed our lease and eliminated options to avoid our items languishing in storage. Unigroup also made clear that there would be additional fees for storage and other costs if they were unable to delivery once the container arrived.
  
  Despite the contract, our house was packed on June 23rd and unpacked on November 4th.
  Unigroup charged $2k in various fees.
  
  The movers that unpacked us moved a dresser without furniture pads that scratched wood floors. (Unigroup said they would address this and has a company coming shortly for repairs). We later found we had at least one box was missing, reported without resolve.
  
  Not only do I not recommend Unigroup, I warn people to avoid the company at all costs.

  

  Business Response

  Date: 01/30/2023

  Dear Better Business Bureau,

  As the **** ******** ******* **********, I have been asked to respond to the customer’s concerns regarding his recent move. In response to Mr. ****’s complaint, we regret the multiple shipping delays which extended the actual transit time beyond what could be reasonably expected. Like other businesses in the industry, we are still recovering from the effects of Covid. This in not an excuse, but a fact. Every effort was made to keep the customer updated with all delays concerning his shipment. Regarding the customer’s billing, property damage, and missing item; an adjustment to the customer’s invoice will be made and Mr. **** will be receiving a refund in the amount of $705.50. Our ************* ********** will be contacting him regarding this refund. The damage to the floor during delivery has been addressed and repaired to the customer’s satisfaction. Our ************* ********** is actively searching for the missing box and will continue to update the customer. We regret our services did not meet Mr. ****’s expectations. While nothing can remedy the frustration he experienced, we apologize for the difficulties Mr. **** encountered during his move. Thank you for allowing us the opportunity to respond to the customer’s complaint.

  Sincerely,

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

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

  Customer Answer

  Date: 02/06/2023

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

  
  

  1. Shipment still did not arrive in stated estimated timeline and no financial responsibility taken.  There should be a refund especially since the company did not hesitate to charge various fees in regards to the delays. 
  

  2. The cost of shipping included unpacking to surface level, the movers
  left most boxes unpacked because the day was over.  No reimbursement
  provided for this either.

  3. I waited a few days to respond to see if anyone would reach out to me about the missing boxes, no response. Shouldn't this be covered under insurance?

  4. I have emails that show there were at least two times I had to
  reach out to see if our shipment had been dispatched on the stated date
  and it was not, very poor communication

  5. The insurance company reimbursed me the minimum they could for damaged goods,
  

  
  

  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 02/09/2023

  Dear Better Business Bureau,

  As the **** ******** ******* **********,

  I have been asked to review and respond to the customer’s concerns regarding his recent move. Attached you will find an email sent to Mr. **** on February 8, 2023. I believe this email addresses the concerns Mr. **** has stated in his last letter to the Better Business Bureau. ****** *** ***** ************* has offered a Mr. **** a refund for storage fees and an inconvenience payment in the amount of $1,705.75. We are currently waiting for banking information to initiate the transfer. During delivery, Mr. **** signed his inventory form stating that all items were received. Additionally, this form also shows that of the 139 packages received, 106 were unpacked by the delivery crew. Mr. **** agreed to the unpack the remaining 33 boxes. Regarding the cargo claim, the settlement was handled according to the GPP (Global Protection Program) policy. Mr. **** agreed to a quick claim settlement offer of $500.00 with no further documentation required. If the value was higher, Mr. **** had the option to support a higher claim value. We apologize for the multiple delays with the shipping of his household goods and for not meeting the expected transit times. Our ************* ********** tried to keep Mr. **** informed of the numerous issues encountered and regret any information that was not shared in a timely manner. Thank you for allowing us the opportunity to respond to the customer’s complaint. Sincerely,

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