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:01/09/2023

  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 wanted to post a review of our experience with United van lines. Our house was packed in ************** Az on December 27th at 730 am. The process of the team packing our house was great, the driver ***** was outstanding. The staff or their corporate office was absolutely horrible. Once our house was packed and loaded on the truck the communication by ******** our delivery coordinator not only ignored our phone calls but also ignored our emails once our house was packed and loaded. ******, our original says associate also ignored our calls and e-mails until he finally decided to call us back and said verbatim I assure you we are all doing our jobs and not sitting with our thumbs up our **** clearly aggregated that we called to get a status of our delivery date which was promised in writing on January 2nd 2023. We called repeatedly to get and update, then finally on January 4th 2023 we received a call from the driver stating our items would be delivered on January 5th (3 days late) which was never communicated by our delivery coordinator. We (**** and myself) spent $17,000 dollars to have our items shipped only to be treated like complete garbage by this international company that absolutely run the business like no one matters and no ones belongings matter. On top of all this, the insult to injury was that this was the most expensive and stressful process resulting in $17,000 spent to have our home packed and shipped. We expected to be treated like valued clients that spent a ton of money, not like trash that absolutely did not matter. In closing, if you use this company to ship youre home do NOT expect to matter in any way. We should have received daily update on our delivery. Our home sat in a yard in Yuma Az from the 27th until the 1st of January. This company is extremely unprofessional and once they receive your money will not treat you like a valued client.

  

  Business Response

  Date: 01/10/2023

  We are sorry to hear of your concerns.  Could you please provide a copy of your Bill of Lading that includes your order number or at a minimum your Order # which will be in a format similar to xxx-xxxx-x.  Thank you.

• Initial Complaint

  Date:12/15/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I utilized ********* to move my belonging and things have been damaged in the total amount 13,659.80, the company inspector came out and seen the damages and was appalled at how the job was done. Antiques and a sewing machine was transported across country without any protection and carried by hand. A lot of my belongings have been broken and or damaged due to the way they packaged and the way my belonging have handled during this move. I have taken pictures. I have reached out to the company and they have only offered to give me a 1000.00 for my damages.

  

  Business Response

  Date: 12/22/2022

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

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

  Order Number: *********

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

  To whom it may concern:

  I am responding on behalf of ********* ******** *** ************) with regard to Mr. and Mrs. ******** concerns arising from their interstate move identified as ********* Order Number*********. Mr. and Mrs. ******** complaint was forwarded to *********** Law Department for investigation and response.Mr. and Mrs. ****** have chosen not to accept *********** cargo claim settlement offer and completed repairs. Mr. and Mrs. ****** have requested arbitration of their disputed cargo claim through the ******** ******** ************ ********* ***** Dispute Settlement Program. ********* has agreed to Mr. and Mrs. ******’s request to submit their disputed cargo claim to binding arbitration. Thus, both Mr. and Mrs. ****** have agreed to be bound by the arbitrator’s binding decision regarding resolution of Mr. and Mrs. ******’s disputed cargo claim.As this matter is currently pending in binding arbitration, ********* believes that it would be inappropriate to address the specifics of this claim dispute any further.Thank you for the opportunity to review and respond to Mr. and Mrs. ******’s concerns.If there are any questions, please contact me. Sincerely,****** ****** ****** ********** ***** **********

• Initial Complaint

  Date:12/14/2022

  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.

  The Unigroup was the company I paid to move from Texas to Georgia. We had some damaged and they refuse to repair the damaged items or pay to have them replaced. One item is a one of kind table. They claim it was ready to break anyway. I have asked for any proof to this statement and they have not responded. I want the table repaired, payment for the damage to my washer and either repair or replacement of the adjustable bed that no longer works.

  

  Business Response

  Date: 12/23/2022

  The shipper accepted a customer service gesture in lieu of arbitration in the amount of $600.00. His complaint has been resolved.

   

   

  Respectfully,

   

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

  Customer Answer

  Date: 12/28/2022

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

• Initial Complaint

  Date:12/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired United Van Lines to pack and move my things from NJ to FL, because I used them in 1993 and found them to be trustworthy. Unaware; they sent **** ***** ****, an agent I have found to be an untrustworthy company. Their representative came out, twice, and gave me the first estimate of $8645.55 and secondly a lowered estimate of $8592.00, which he said was final. The day of my move, they said that cartons needed to be added and upped the cost to $9383.59. I had to sign the agreement because my home was sold and I needed to be out in 3 days and they said if I didn’t sign it, that they would just leave. But I did note on the paperwork: “TO BE DISCUSSED”. Then, after the delivery and when I was able to finally go through all the cartons, I found many to be half full. I should also note that the agent sent to give me my estimate(s) told me that it was not necessary to weigh my shipment. He could just prepare the shipment by estimating the weight by merely looking at it. The majority of items were unwrapped and cartons poorly marked. Many items were damaged. Some smashed beyond repair. Three items are missing/stolen. I filed a claim and sent them an email, inclusive of photos. In return, I have received two ‘form’ letters showing me that they have no real concern. I am just another client that did not accept their offer to settle with a quick check of $500; because my total for damages and losses came to $2717.99. All materials remain in the delivered cartons in the destinations to which they were delivered waiting for inspection.

  

  Business Response

  Date: 12/15/2022

  Better Business Bureau Serving Eastern Missouri & Southern *********** ** ************* ******* ****** ** *******:****** ******** United Van Lines, LLC Order Number: **********BBB complaint ID# 18515508To whom it may concern:I am responding on behalf of United Van Lines, LLC (“United”) regarding Ms. ********’s concerns arising from her interstate move. Ms. ********’s shipment was identified as United Order Number**********. Ms. ********’s complaint was forwarded to United’s Law Department for investigation and response. United is the motor carrier that Ms. ******** contracted with and thus United is the appropriate party to respond to Ms. ********’s complaint.Ms. ******** contracted with United for the interstate transport of her household goods and personal property from New Jersey to Florida. To reduce the cost of her move, Ms. ******** limited the amount of containers and packing services to be provided by United. Ms. ******** agreed that she was going to provide all other containers and perform all other packing services prior to United arriving to load her shipment for interstate transport.Because Ms. ******** did not complete the packing that she had agreed she was going to perform, Ms. ******** asked United to provide additional containers and packing services that were not included in the estimate. Ms. ******** signed an Additional Services Performed form acknowledging the additional containers and the additional packing services that were actually being provided by United to complete her move. United provided an additional twenty-five cartons and packing services (this was an increase of over 34% in the number of containers and packing) that became necessary when Ms. ******** failed to complete the packing that she had indicated she was going to complete when United gave her its estimate.Ms. ******** signed a revised binding Estimate and revised Order for Service/Bill of Lading (“Bill of Lading”) contract prior to United loading her shipment for interstate transport. The only changes to the revised documents involved the number of containers and amount of packing services. The changes reflected the actual containers and packing services which Ms. ******** requested United to perform.On March 3, 2022, United delivered Ms. ********’s interstate shipment to her Florida residence and into a self-storage facility as directed by Ms. ********.22-*********SLQ47POW0D1OWMv1On November 27, 2022, over eight months after delivery of her shipment had been completed, United received Ms. ********’s cargo claim.On November 28, 2022, United’s Claims Department sent Ms. ******** correspondence acknowledging receipt of her cargo claim and provided Ms. ******** with a choice of two different options for handling her cargo claim. One of these two options offered was a cash settlement offer. The other claim settlement offer was to get an inspection of the reported damaged articles and to perform a trace for reported missing items.On December 1, 2022, Ms. Sullivan rejected United’s cash settlement offer. Instead, Ms. ******** chose United’s second claim settlement option. On December 2, 2022, United’s Claims Department provided Ms. ******** with information about the independent professional inspection firm which would be contacting her to schedule the necessary inspection of the reported damage items. Ms. ******** was also informed that a trace for reported missing items had been initiated.On December 8, 2022, the inspection firm provided Ms. ******** with their phone number via email along with instructions about scheduling the inspection appointment.Ms. ******** was unable to accept the first available inspection appointment. The inspection of the reported damaged items is scheduled for December 22, 2022.On December 8, 2022, Ms. ******** filed her complaint with the BBB demanding a refund of the interstate tariff charges for her move. Ms. ******** thinks she should receive a refund to compensate her for the reported damaged items. United is unable to refundthe costs for the move as governing federal regulations prohibit a refund or rebate.United’s Claims Department is waiting on the necessary inspection and any trace results so that it can then respond to Ms. ********’s cargo claim.We regret that our services did not fully satisfy all of Ms. ********’s expectations. Thank you for the opportunity to review and respond to Ms. ********’s concerns.If there are any questions, please contact me. Sincerely,

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

  Customer Answer

  Date: 12/18/2022

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

  I
  am a senior citizen with a disability. Further, I am without a partner. And
  most of my friends are older than I am; so I am pretty much on my own. Luckily,
  I have a nephew who holds three jobs, but was able to help me pack and either
  discard or donate some of my belongings on his days off.  So, although it is very costly, I found that
  I needed to hire a moving company to both pack and move my belongings. As
  stated previously, I contracted what I thought was United Van Lines (UVL), to
  transport my household goods and personal property from NJ to FL; because I had
  used UVL in 1993 and found them to be reputable. I later learned that I was
  actually going to be dealing with **** ***** **** (WOW), one of UVL’s agents;
  which I have found not to be so reputable.

  
  
  

  Mr.
  ****** from WOW first came to my home on January 18, 2022 to discuss with me
  what needed to be packed and moved. At that time, I advised him that there were
  some large items that I may be leaving with the person purchasing my home. In
  addition, I would be packing some of my more fragile and personal items (which
  I did); if that is what Ms. ****** is referring to by containers.  After this first inspection by Mr. ******, I
  was given the estimate of $8645.55. After discussions with the realtor for my buyer, it
  was decided that he would keep some large items inclusive of furniture and a
  55” mounted flat screen TV. I downsized, tremendously, by donating to Lupus,
  United War Veterans Council and Goodwill. In addition, along with my nephew and
  some friends, we packed up some of my special and personal items. I had these
  items placed near the front of my NJ home, to separate them from the items that
  the movers would be transporting. I called and had Mr. ****** come back out to
  look over what now had to packed and transported. He came back out on February
  16^th and lowered my estimate, to what he said was the final
  estimate, to $8592.00. It might have been lower, but during his first
  inspection, he missed the pantry in my kitchen. How do you miss a pantry? So,
  it was not that I was limiting the amount of containers and packing services; I
  was just downsizing as best I could. 
  When Mr. ****** gave me the final estimate, I asked if the movers would
  be able to pack the boxes that I had packed and ready, into my car; if I was
  not able to get someone to assist me. He said that I should take that up with
  the movers and they would probably do it for a fee. However, the Sunday before
  the movers came, my nephew came and helped me pack all the boxes and personal
  items (plant, suitcase, etc.) into my car (photos attached); as well as make one
  last trip with some items, including furniture, to Goodwill.  So, no. I did
  not fail to complete the packing that I had said I was going to do; as per
  Ms. ******’s statement. But, she can only go by what she was told.

  
  
  

  When the first group of movers (three men) came on Monday,
  February 21^st; the first thing the lead mover, *****, said after
  going over all that was to be packed and moved was; that he did not have enough
  boxes.  He specifically noted that he did
  not have enough wardrobe cartons. I told him that my home was viewed, twice,
  for items to be packed and moved. ***** asked me who was the agent that
  provided my estimate, and I told him Mr. ******. He just said; “Oh, **** (said
  full name); and laughed along with the other men. I said to him; “I take it that
  this is not the first time that he has miscalculated the needs for a
  move”.  And they just laughed, again. He
  then told me that he was going to need to order more cartons. I asked if he was
  going to go and get them. And he told me; “no”. 
  The next group of movers scheduled to come the next day, February 22^nd;
  would bring them and pack the remainder of my belongings.  When I was later told by Ms. I **** (the
  person at the WOW office, that became my contact for the remainder of the move);
  that there would be an increase in the cost of my move, I asked her why, if Mr.
  ****** had made an error in the estimate? I further told her that by the
  reaction of the movers and their comments; that this was not the first time
  that Mr. ****** has made such an error.

  
  
  

  On that second day of the move, the lead mover, I believe his
  name was Manny, had a paper for me to sign, stating that I would accept the
  increase in the estimate. I told him that this was still being discussed. He
  just shouted out to the other men to hold up. If I didn’t sign the paper, they
  were to leave.  So, what was I to do? The
  closing on my house was in 3 days. I didn’t have time to pack and move myself.
  And why would I? The whole reason that I hired UVL was because I was not able
  to pack and move myself. I put my trust in them.  So, I signed the paper, making a notation on
  it, “To Be Discussed”. A copy of this paper has previously been provided.  Was Ms. ****** not given a copy of this
  document?

  
  
  

  And; yes.  I filed my
  complaint to UVL within the time line of 9 months. Delivery was made March 3^rd
  and I was advised by some of the agents that I spoke to at UVL (not WOW), that
  I had up until December 3^, 2022.  I wanted to file a partial complaint sooner. But
  I was advised by the UVL representatives that it would be best to file my claim
  all at once.  I was not able to lift some
  of the larger boxes that the movers had stored three tiers up. So, I needed to
  wait for a friend that was coming to visit during the week of November 14th; so
  that he could lift the boxes for me. Once I had help with that, I was able to
  go through everything.

  
  
  

  The day after I filed my complaint, I received a form letter
  from UVL offering me a cash settlement in the amount of $500. My claim is for
  $2,717.99 (for only the damaged and lost/stolen items). Five hundred dollars will
  just about cover the cost to repair the damage done to my floor. Besides, I
  want the inspector to come out and see what they did. And, after receiving
  their form letter, I investigated as to what should be done when you have
  problems with a move. That’s when I learned about the FMSCA.  And when I called the FMSCA, they told me
  that it was my right to have my shipment weighed, and to be there for the
  weighing. I had asked Mr. ****** about this and he said that it was not
  necessary. That was an error on my part. I trusted him. I should have looked
  into this further. But, a move is a big undertaking for one person. I left the particulars
  in the hands of the experts. I would never do that again.  And I am hoping that my complaints to both
  the BBB and the FMSCA helps others, that are able to read my complaints, with
  their future moves.

  
  
  

  I was called about the inspection and they could not come on one
  day I was available; and I was not available for another day that they were. I
  advised the lady I spoke to that I was in no hurry. I have had the boxes at my
  two locations for 9 months.  Another few
  months would not make much of a difference. They are now scheduled to come
  first to my home and then second to my storage facility (the two delivery
  sites).  The date that they will be coming
  is Wednesday, December 21^st (not December 22^nd as noted
  by Ms. ******).

  
  
  

  Also, I am not sure where Ms. ****** got the idea that I filed a
  claim with the BBB ‘demanding’ a refund for the interstate tariff charges for
  my move. I never made such a demand and that is not at all which has come into
  play here. Clearly this is another error in communication between Ms. ******
  and UVL and/or WOW.

  
  
  

  As
  noted in my complaints to both the BBB and FMSCA with regards to what I would appreciate
  to happen now; l only would like to have those items that can be repaired;
  repaired.  In addition, receive a fair
  compensation for those items that cannot be repaired as well as for those items
  that have been lost or stolen.

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

  

  Business Response

  Date: 12/27/2022

  Better Business Bureau Serving Eastern Missouri & Southern Illinois

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

  RE:****** ********United Van Lines, LLC

  Order Number: *************

  complaint ID# ********

  To whom it may concern:

  I am responding on behalf of United Van Lines, LLC (“United”) regarding Ms. ********’s supplemental response regarding her concerns arising from her interstate move.In her initial BBB complaint, Ms. ********’s desired settlement is identified as “Refund”.With her supplemental response to the BBB, Ms. ******** asserts that she is not making any request for a refund of the applicable tariff charges for her interstate shipment.Ms. ******** explored her available options and requested various changes to the services to be provided by United as she downsized. Ms. ******** received United’s initial estimate on January 20, 2022. Ms. ******** requested and received changes to that estimate. Ms. ******** was provided a revised estimate  on February 17, 2022. Ms. ******** requested and received further changes to that estimate on February 18, 2022. On February21, 2022, Ms. ******** had not completed all of the packing she had previously agreed to do in the February 18, 2022 estimate. Ms. ******** acknowledges that a crew member advised her that additional packing services would be required. These services were completed,and Ms. ******** signed United’s Additional Service Performed form agreeing that these services were performed. The Additional Service Performed form specifically notified Ms. ******** in writing ofthe following: “CUSTOMER NOTE: SOME ADDITIONAL SERVICES PERFORMED REQUIRE ASSESSMENT OF EXTRA CHARGES.”Ms. ******** does not dispute that the services were performed. She was advised that additional services would be necessary to prepare her shipment and acknowledged that the service were performed on the Additional Service Performed form. After being advised of the necessity of the additional services and agreeing in writing that they were performed, Ms. Sullivan refused to sign United’s Bill of Lading without writing “To Be Discussed” on the final shipping documents. This does not change the fact that Ms. ******** was advised of the additional services prior to them being performed and has agreed they were performed. ****************************With United’s prior response, United confirmed that United’s Claims Department provided Ms. ******** with a choice of two different options for handling her cargo claim. One of these two options offered was a cash settlement offer. The other claim settlement offer was to get an inspection of the reported damaged articles and to perform a trace for reported missing items.Ms. ******** rejected United’s cash settlement offer. Instead, Ms. ******** chose United’s second claim settlement option. Ms. ******** acknowledges that no inspection of any items had been completed as of her December 19, 2022 response as she had scheduled the inspection for after that date. United’s Claims Department is waiting on the necessary inspection and any trace results prior to any further response to Ms. ********’s cargo claim.We regret that our services did not fully satisfy all of Ms. ********’s expectations. Thank you for the opportunity to review and respond to Ms. ********’s concerns.If there are any questions, please contact me.Sincerely,****** ****** Senior Paralegal, Cargo Litigation

  Customer Answer

  Date: 01/02/2023

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

  In reading Ms.
  ******’s response I cannot help but get the feeling that either I was not clear
  in my clarifications/corrections or she might have been multitasking with
  another claim while writing her response and therefore got my claim mixed up
  with someone else’s.  Therefore, much of
  my below reply will be redundant of my previous reply in hopes to make this
  more clear in addition to adding more information and photos.
  I
  am a senior citizen with a disability, no partner, older friends, and older
  relatives; except for my nephew who works three jobs. So, although it is very
  costly, I found that I needed to hire a moving company to both pack and move my
  belongings. As stated previously, I contracted what I thought was United Van
  Lines (UVL), to transport my household goods and personal property from NJ to
  FL; because I had used UVL in 1993 and found them to be reputable. I later
  learned that I was actually going to be dealing with **** ***** **** (WOW), one
  of UVL’s agents; which I have found not to be so reputable. I should also note that
  in 1993 I did not actually hire United Van Lines.  They were selected by my
  company, a major pharmaceutical company, to move me as part of a large relocation
  package.  So I was not just a little
  person asking for their help in that instance; as I was this time.  In 1993, it was a major company that they
  were dealing with and I can only now assume that they did not wish to
  disappoint them in fear of losing their business for future endeavors.
  Again,
  Mr. ****** from WOW first came to my home on January 18, 2022 to discuss with
  me what needed to be packed and moved. At that time, I advised him that there
  were some large items that I may be leaving with the person purchasing my home
  (WHICH I DID –PHOTOS ATTACHED)  In
  addition, I would be packing some of my more fragile and personal items and
  loading and transporting them in my car  (WHICH I DID – PHOTOS WERE PREVIOUSLY
  ATTACHED, AND AGAIN HEREWITH).
  After
  this first inspection by Mr. ******, I was given the estimate of $8645.55.
  After discussions with the realtor for my buyer, it was decided that he would
  keep some additional large items inclusive of an Entertainment Center and a 55”
  mounted flat screen TV among other things.  Additionally, I downsized, tremendously, by donating to Lupus, United War
  Veterans Council and Goodwill (ATTACHED HEREWITH IS A PHOTO OF ONE SHIPMENT
  PICKED UP BY LUPUS).  In addition, along
  with my nephew and some friends, we packed up some of my special and personal
  items. I had these items placed near the front of my NJ home, to separate them
  from the items that the movers would be transporting. I called and had Mr.
  ****** come back out to look over what now had to  be packed and transported. He came back out on
  February 16th and lowered my estimate, to what he said was the final
  estimate, to $8592.00. It might have been lower, but during his first inspection,
  he missed the pantry in my kitchen. Not a very professional mistake for
  an agent to make.  So, again, it was not
  that I was limiting the amount of containers and packing services; I was just
  downsizing as best I could.  AND I DID.  Ms. ****** keeps saying that I did not.  She is wrong. I did and it would be wise for
  her to refer to some of the attached photos for her reference. 
  When Mr. ****** gave me the final estimate, I asked if the
  movers would be able to pack the boxes that I had packed and ready, into my
  car; if I was not able to get someone to assist me. He said that I should take
  that up with the movers and they would probably do it for a fee. However, the
  Sunday before the movers came, February 20th, my nephew came and helped me pack
  all the boxes and personal items (boxes plant, suitcase, etc.) into my car (PHOTOS PREVIOUSLY AND HEREWITH, AGAIN, ATTACHED,
  ALONG WITH AN ADDITONAL PHOTO WITH SOME DONATIONS TO THE LEFT AND PARTIAL VIEW
  OF THE BOXES I TOOK IN MY CAR TO THE RIGHT); as well as make one last trip
  with some items, including furniture, to Goodwill. 
  As for transporting any large containers on my own; this would
  be totally ridiculous and not at all cost effective as I would need to hire
  another moving company to do this. Which I had no intention of doing. 
  Again, when the first group of movers (three men) came on
  Monday, February 21st; the first thing the lead mover, *****, said
  after going over all that was to be packed and moved was; that he did not have
  enough boxes.  He specifically noted that
  he did not have enough wardrobe cartons. I told him that my home was viewed,
  twice, for items to be packed and moved. ***** asked me who was the agent that
  provided my estimate, and I told him Mr. ******. He just said; “Oh, **** (said
  full name); and laughed along with the other men. I said to him; “I take it
  that this is not the first time that he has miscalculated the needs for a
  move”.  And they just laughed, again. He,
  at that time, told me that he was going to need to order more cartons because
  Mr. ****** did not order enough. I asked if he was going to go and get them.
  And he told me; “no”.  The next group of
  movers scheduled to come the next day, February 22nd; would bring
  them and pack the remainder of my belongings.  When I was later told by Ms. I **** (the person at the WOW office, that
  became my contact for the remainder of the move); that there would be an
  increase in the cost of my move, I asked her why, if Mr. ****** had made an
  error in the estimate? I further told her that by the reaction of the movers
  and their comments; that this was not the first time that Mr. ****** has made
  such an error. Later that day, I received an email from Ms. I**** that there was
  an increase in my moving estimate. I emailed her back voicing my surprise at
  this since the additional cartons required were due to an error on Mr. ******’s
  part (EMAILS ATTACHED).
  However, on that second day of the move, February 22nd, the lead
  mover, I believe his name was Manny, had a paper for me to sign, stating that I
  would accept the increase in the estimate. I told him that this was still being
  discussed. He just shouted out to the other men to hold up. If I didn’t sign the paper, they were to leave.  So, what was I to do? The closing on my house
  was in 3 days. I didn’t have time to hire another moving company. And I didn’t
  have time to pack and move myself. And why would I? The whole reason that I
  hired UVL was because I was not able to pack and move myself. I put my trust in
  them.  So, I signed the paper, making a
  notation on it, “To Be Discussed”. A copy of this paper has previously been
  provided. 
  Later on February 22nd, I received an email from Mr. Ed Odell
  telling me that my shipment was en route and to pay the final invoice. I sent a
  return email to Mr. ***** advising him that I had discussed this matter with
  Ms. I**** and that although I am not in agreement with the additional charges,
  I will pay it expecting to discuss this at a later time (EMAILS ATTACHED).  I never
  received an acknowledgement from Mr. Odell. All this could have been avoided if
  Mr. ****** would not have told me that a weighing of my shipment was not
  necessary and allowed me to be there for the weighing.
  With regards to the following line in Ms. ******’s response: “****************************With
  United’s prior response…”, I do not know what **************************** is
  referring to, so I am not able to respond to this.
  Further, again, I filed my complaint to UVL within the time line
  of 9 months. I rejected UVL’s offer of an immediate $500 reimbursement for my
  damages and missing items because it did not cover anywhere near the actually
  losses.  I was advised of the company
  that would be contacting me to arrange to come out and inspect my losses.  The date was set for Wednesday, December 21st.  However, when the inspector, Leon, came out
  there were two problems.  First, my claim
  was for 22 items; and  he only had a list
  for 21 items. I provided him with a copy of the email in which the 22nd item was included and he proceeded to inspect the last item and include it in
  his report.  In addition, item 16 on the list
  was for my damaged flooring.  At that
  time, and not before, Leon advised that he was told that he was not to inspect
  the flooring.  Someone else would be handling
  the claim for the damaged flooring. Once Leon left, I immediately emailed the
  claims department and told them that Leon was told that
  the flooring was not something that he should inspect.  Someone else will
  be handling that.  I further asked them when will someone be coming out to
  inspect the damage done to my floor? Also, at that time, I was told to contact
  another UVL claims department, [email protected], regarding the flooring.  Which I did; immediately, twice.  As of today, I have not received a reply from them.  So, today, I sent another email to the claims
  department with the questions as to why was it that I had to learn from Leon
  that he would not be inspecting my damaged floor?  Why wasn’t I alerted of this by the claims
  department on December 2nd so I could have immediately sent  ********************** an email and made arrangements for them to come and inspect the flooring?
  At this time, I am waiting for the results from the December
  21st inspection; in addition to a response from [email protected] regarding my
  flooring.  Again, as noted in my
  complaints to both the BBB and FMSCA with regards to what I would appreciate to
  happen now; l only would like to have those items that can be repaired;
  repaired.  In addition, receive a fair
  compensation for those items that cannot be repaired as well as for those items
  that have been lost or stolen.
  Thank
  you, BBB, for your kind assistance with this matter.

  
  Regards,
  ****** ********

  
  

• Initial Complaint

  Date:12/05/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We used Mayflower's local office in Tacoma, WA to arrange our move from Port Orchard,WA to Waterloo, IL. They charged an upfront cost of $13.6k for a full moving service of 5 crates with the understanding that if we did not fill all 5, we'd receive reimbursement for the less difference. We packed up 4 containers but our items were rearranged in transit and delivered in 5 containers without our consent. The office has refused to answer calls and resolve this issue and now is charging an additional a $360 for unknown service using cash app. Load up was May 7th 2022 and delivery was July 7th, 2022. ***** was who I dealt with most often, ************************ and she did not resolve any of this and never took our calls.

  

  Business Response

  Date: 12/08/2022

  December 8, 2022 Better Business Bureau Serving Eastern Missouri & Southern Illinois *** ** ******** ***** **** *** ****** ** ***** *** ***** ******* Mayflower Transit Order ************ BBB Complaint ID# ******** To whom it may concern: As the Lead Customer Care Specialist, I have been asked to review and respond on behalf of Mayflower Transit regarding the customer’s concerns. The customer agreed to the estimate price quote and terms of $13,635.15 for the transportation of five (5) Containers and 30 days of Storage-in-Transit. The transportation of the containers is a bound service and the final cost is based on the actual number of containers used. A total of five containers (priced at $13,635.15) were needed to transport the customer’s household goods. An additional charge of $360.00 was billed due to Storage-in-Transit exceeding the 30 days that was included in the estimate. The final billed amount was $13,995.15. During the customer’s survey, the estimated weight of the move was 5,900 pounds. Each container can safely transport up to 1,250 pounds of goods and, therefore, the estimate was for 5 containers. After loading at the customer’s home, the containers were delivered to the agent’s warehouse, where prior to shipping, were weighed and the items repacked for safe transport. While the items at loading may have fit into 4 containers, the weight per container was over the load limit. On behalf of Mayflower Transport and our agents, we sincerely apologize for any frustration and inconvenience that the customer experienced. It was not anticipated when the move was accepted, nor was it intentional in anyway. Thank you for allowing us the opportunity to respond to the customer’s complaint. Sincerely, **** ********* Lead Customer Care Specialist Mayflower Transport ************

  Customer Answer

  Date: 12/08/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I was never notified of my items being moved from 4 to 5 containers. As a result additional wear and tear occurred on some of our furniture that did not occur upon initial loading. Items were lost because of this being done without our knowledge. As a customer who signed an agreement that our items would not be touched once the containers were sealed, your company broke an agreement. I understand now the surcharge for the additional storage, however, based on the 6 months it has taken to resolve what has been happening, damage to my property, loss of my property, and overall violation of the agreement on mayflowers part, and consistent lying and avoidance from the office of origin, I am very dissatisfied as a customer. I was the one who had to track all this info down additionally. Please remove the extra storage charge and I am willing to cease pursing a refund for my 5th container that wasn't loaded at origin. Weight limits are understandable, but I never received a call, email, or additional correspondence to be notified of containers being opened and reshuffled to balance out weight. I was not respected as a customer in this entire endeavor. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 12/13/2022

  December 13, 2022 Better Business Bureau Serving Eastern Missouri & Southern Illinois *** ** ******** ***** **** *** ****** ** ***** *** ***** ******* Mayflower Transit Order ************ BBB Complaint ID# ******** To whom it may concern: Regarding Mrs. ********* last letter, we are removing the additional storage fee of $360.00 as a customer service gesture. We regret any frustration that she or her family has experienced. Thank you for allowing us the opportunity to respond to the customer’s complaint. Sincerely, **** ********* Lead Customer Care Specialist Mayflower Transport ************

  Customer Answer

  Date: 12/13/2022

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

• Initial Complaint

  Date:11/20/2022

  Type:Product 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.

  ORDER ************ / Multiple pricey pieces of furniture have been damaged during the january 19th 2021 move from FL to CA which cost me $6.657. When i spoke with them over the phone BEFORE i committed, the assigned moving expert promised me MULTIPLE TIMES they would "cut a cheque for any damaged item". When i received multiple damaged items, suddenly they started saying they know people who can fix them. What happened to the cheques you promised multiple times which would've made my life a lot easier than to chase and call repair experts ? I would like to be refunded these damaged items, some of which were noticed by their own movers the same day.

  

  Business Response

  Date: 12/07/2022

  Good afternoon –

  We have received your BBB complaint in our office. From our understanding you are requesting an update on the payment that was agreed to in the amount of $500.00 to resolve your claim amicably. I have provided a copy of the check issued to you that you should receive. This was issued on 12/2/22 so please allow 10-14 business days to receive this check.

  Customer Answer

  Date: 12/08/2022

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

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am requesting a refund of $6337.28 payments made to ************************************ value of items lost/damaged because they were grossly negligent in the performance of the service. They lost about 1/4 of my possessions during the move & damaged other items. They have refused my requests for compensation for the loss of my precious possessions. Their moving truck hit a bridge yet they will not provide me with the incident report in an attempt to shield themselves from culpability for their negligence. On 4/18/22 I called ******* Moving ************************* Moving Specialist. He said if I used them I wouldnt need to stress or worry. He explained that they now use wooden moving crates like with military moves so that my items are not mixing with others. When I asked him about insurance, he asked me if my items were packed well. I assured them they were and he said to me if they are packed well basic will be fine because nothing ever happens, or words to that effect. 5/5/22 In Colorado 2 ******* Moving employees arrived with a moving truck to load my possessions. They packed all of my items into 4 wooden crates that were sealed & undamaged when the truck left my sight. 5/27/22 A small Mayflower moving van arrived at my home in *************. The first thing the driver ***** said to me was, well, I guess you heard your truck hit a bridge. That was the first I heard that my items were involved in an accident. I noticed was that my shipment was no longer inside crates- boxes were stuffed in the back of a small truck. 9/2/22 After multiple emails to Claims Team asking when they were going to settle they sent for $1716 (uncashed). The replacement value on the items they lost & damaged totaled over $17,000, which I am also requesting they pay. Attached documents explain in detail the lengths this company has gone to avoid taking responsibility for their negligence.

  

  Business Response

  Date: 11/16/2022

  We have reviewed the BBB complaint submitted by the above referenced customer. We understand her frustration of the move and damages that have occurred but we have provided her a settlement based off of her total valuation. She had chose the .60 per lb valuation while booking her move. The Bill of Lading (attached) shows the valuation selected. Therefore, we have offered her the maximum amount we can. When she had submitted a dispute to our office we had provided her Arbitration paperwork because she was paid based off of total valuation and settlement was appropriate.

   

  Thank you,

   

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

  Senior Cargo Claims Specialists

  Customer Answer

  Date: 11/16/2022

  Complaint: 18363464
  
  I am rejecting this response because:

  My complaint is based on the fact that this company was negligent in the performance of the service I paid them for. It has nothing to do with insurance. I would not have suffered a loss had their moving truck, by their own admission, hit a bridge, and then failed to protect the contents of that truck. Their failure to provide me with any information regarding what they called a "catastrophic loss" is further proof that they ar covering up their capability and acting as though all of this is my fault for choosing the wrong coverage (which their agent ***** advised me to choose).

  Please refer to the detailed chronology I provided you with my original complaint to see the extent to which I have gone to get satisfaction from this company for the loss that their negligence created.

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

  

  Business Response

  Date: 12/06/2022

  The customer had a contract for the bound amount of $5,554.22 to transport ***** lbs from ******** to *************, which included the Released Valuation of $.60 per pound per article. The terms and conditions of this contract are explained on page 1 and page 3 of the signed Estimate/Order for Service; as well as The Rights and Responsibilities When You Move booklet and the Ready to Move brochure. These documents were signed indicating that the customer received this information.

   

  Under ************ interstate carriers must offer two different liability options referred to as valuation coverage: (1) Full Value Protection or (2) Released Value. Released Value is offered to the customer at no additional charge. Under this option, the carrier assumes liability for no more than $.60 per pound per article. For example, if a 10-pound lamp was lost or damaged, the customer would receive $6.00 in compensation ($.60 x 10 pounds). Compensation is based on the weight of an item and not its actual value.

   

  On September 2, 2022, the customers cargo claim was settled in the amount of $1,716.00. Again, the customers shipment was released to the carrier at a value not to exceed $.60 per pound per article.

   

  The moving and storage industry has an arbitration process available if the customer is not satisfied with their settlement and would like to escalate their claim.  

   

   If you disagree with our position as outlined, United, LLC participates in an independent arbitration program available through the *** (American Trucking Associations) Dispute Settlement Program. Please include the following items when requesting arbitration:

  The name, address, phone number and email address of the person(s) under which the shipment moved.

  Your name, address, phone number and email address if different from above.

  The carrier name (United, LLC).

  The order number for the shipment.

  The pick up and delivery dates for the move.

  The monetary value of the loss and damage claim.

   

  Information to provide to consumers:

  American Trucking Associations

  ATTN: Dispute Settlement Program

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

   

  Phone ************* Fax: **************

  Email: **************************** 

  *** Arbitration Program

  Contact: *******************************

  Arbitration Program Specialist *********************

   

  Important points to remember about submitting a claim to arbitration:

  Arbitration is offered at no charge.

  The entire claim must be submitted for arbitration.

  Your letter of notification to the *** must be received within 90 days from the date of this letter.

  You may be asked to return any settlement amounts previously issued.

  You may be asked by *** to send supporting documentation. Do not send documentation with your initial request. Please be aware that the decision of the arbitrator is binding.

   

  On behalf of United Van Lines and our agents, we sincerely apologize for any frustration or inconvenience that the customer has experienced. It was not anticipated when the move was accepted, nor has it been intentional in any way.

   

   

  Thank you,

   

  Claims Team 5

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

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

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

  Customer Answer

  Date: 12/07/2022

  12/07/2022: Mediator sent an email to the consumer requesting an update. [CR]  No, the complaint has not been resolved. I just left you a phone message but heres my phone number: ************. I have an appointment at 3 today but am available up till then, and from probably 4 pm on. I will be available all day tomorrow.

  Looking forward to your help.

  12/19/2022: The moving truck was in an accident and they allowed my belongings to be stolen. I made a police report and will reach out to the ATA.

• Initial Complaint

  Date:11/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BOL: M521-5063-2 This complaint is against Mayflower and its agent ********** Transportation. We hired ********** for a full carrier pack and move with storage. They ultimately forged documents, did not provide the packing services for which we paid, stole and damaged our belongings, and showed up outside of the agreed up pick-up window. Following delivery, ********** has refused to respond to our claim, which was submitted over 2 weeks ago (Oct. 19, 2022). Below is additional detail:Document Forgery: On the day of the move, ********** did not have us sign our high value inventory declaration, despite us requesting several items in our shipment be declared as high value. The documentation that we received upon delivery showed that they had forged our signature on the inventory declaration the day after our move (Aug. 27, 2022) and indicated none, which completely misrepresented our shipment and direct conversations and earlier documentation submitted to **********.Packing Services: ********** represented that they provided full packing services. At our in-person move survey conducted by ********** salesperson *****************, it was represented that ********** would pack all our belongings in protective wrapping and padding, using dish packs, wardrobe boxes and mirror boxes, as needed. The movers ********** sent were untrained and did not do any protective wrapping or padding, basically just throwing all of our belongings into large boxes.Theft: We had a PlayStation 5 console, which we requested be classified as a high value inventory item. One of the movers indicated that it might get stolen, which seemed very strange at the time. Upon delivery of our shipment, we found that the PlayStation was missing. Based on what the mover said, were assuming he personally stole it.

  

  Business Response

  Date: 11/11/2022

  November 10, 2022 Better Business BureauServing **************** & ********************************************. **********************:*********************** Mayflower Transit Order ********** BBB Complaint #********** To whom it may concern:As the ************* Manager, I have been asked to review and respond on behalf of Mayflower Transit regarding the customers concerns.*********************** agreed to the contract price quote and terms of $14,299.44 which included the transportation of 4 Containers; Pack 86 Cartons; Pack/Unpack 3 mattress cartons/bags; 1 Memory Foam Mattress; Non-Bound Services that included 30 days of Storage-In-Transit (SIT) at Destination (Sept 7th to Oct 3rd); as well as Full Value Protection of $40,000 with no deductible.Mayflower Transit fulfilled its contractual agreement with *********************** as we transported their household goods from *********, ** to *****, **. Packing and unpacking services were performed as requested. We held the 4 containers in Storage-In-Transit (SIT) at the destination for 30 days as requested. The customer signed the Bill of Lading on October 3, 2022, confirming shipment was received in apparent good condition except as noted on inventory and Services order were performed.Please see that I have provided three different High Value Inventory Sheets, two of which were completed electronically by the customer and one that the packing crew noted as none. Instructions for the High Value Inventory read On move day, you must show the lead packer and load crew all items that you list on this form. Do not seal the boxes. On October 3, 2022, the customer again signed that they acknowledged receipt of the above listed items with exception as noted on the carriers descriptiveinventory. Only one item, #***, was noted as being crushed. No other items were documented. The terms and conditions regarding cargo damage and/or missing item claims are explained on page 4 of the customers estimate; as well as the Know your Rights and Responsibilities when You Move booklet and the Ready to Move brochure. We provide these documents to the customer so that they are aware of all aspects of the move. When a customer submits a claim for damaged or missing items, that claim will be resolved pursuant to Mayflower Transits interstate operating tariff and applicable federal law. Records indicate that we have received the customers cargo claim and it is being handled by Claims Team 1. All questions and inquiriesas to the status of a claim, the process, resolution, and/or arbitration can be directed to Claims Team 1 at ************** or **************************************. The customer can file a report with their local authorities if they believe a theft has occurred or the documents were altered in any way. We will fully cooperate with any investigation. Since we are required by law to charge and collect for all services requested and performed, we must respectfully deny the customer's request for any adjustment of the transportation charges. Thank you for the opportunity to review and respond to customer's concerns.
  

  
  

  Customer Answer

  Date: 11/13/2022

  Complaint: 18350837
  
  I am rejecting this response because: The packing services that were paid for were not provided. This included not using the mirror boxes and wardrobes that were itemized in the contract. I'm requesting that Mayflower provide an itemization of the move expenses, indicating what portion of the cost went towards the packing services. Additionally, while we are still in the damage claim process, Mayflower has not yet made good on the lost item (PlayStation 5). The trace was initiated over a month ago on this item and Mayflower indicated this trace would take 30 days. Now that the 30 days is lapsed, this amount should be paid in full.
  
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/21/2022

  November 21, 2022 Better Business BureauServing Eastern Missouri & *****************Suite 2060************************RE:*********************** Mayflower Transit Order 521-5063-2 BBB Complaint #********** 2nd Response To whom it may concern:As the ************* Manager, I have been asked to review and respond on behalf of Mayflower Transit regarding the customers concerns.*********************** had a binding contract for $14,299.44. Per the terms and conditions, this included the transportation of 4 containers, packing materials, and packing and unpacking services. Again, this is a bound estimate, which means the final price is based on the estimate, not on the actual packing or weight. A bound estimate is used so that we can guarantee the price since our goal is to reduce the stress of moving. Again, since we are required to charge and collect the bound contract amount of $14,299.44, we respectfully deny the customers request for any adjustment of the charges. I have supplied a copy of the Detail of the Actual Charges and Invoices for review. On November 17th, a cargo claim settlement letter was emailed to the customer along with a check for $2,166.99. The PlayStation 5 was included in this settlement. Again, any questions and inquiries as to the status of a claim, the process, resolution, and/or arbitration can be directed to Claims Team 1 at 1-855-629-1839 or **************************************. On behalf of Mayflower Transit and our agents, we sincerely apologize for the frustration and inconvenience the customer experienced. It was not anticipated when the move was accepted, nor has it been intentional in any way. Thank you for the opportunity to review and respond to the customers concerns.

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unigroup/United moved us from SC to GA in 2 days. We were guaranteed by our moving team that the van went straight from our home to the warehouse, and straight from the warehouse to our destination. We were told that nothing came on or off the van while it was at the warehouse where it was under lock and key. We received all boxes. When we finished unpacking, we realized that our two cameras-valued at over $4,500-were the only items missing. They were in our house the day of the move, and we were missing nothing else. They were stored in different locations in our house in their own bags, and we received everything else in close physical proximity to them. In fact, the one piece of equipment we have remaining is a single camera strap that was overlooked. The cameras were conveniently left off of all inventory sheets, and the movers were very pushy with the paperwork with my wife. She had intended to pack the cameras in her personal vehicle, but by the time the movers had rapidly packed up our belongings, she did not suspect anything in our then-empty house. One of the movers in particular was very interested in discussing monetary topics. He even directly asked me how much we had paid for our new home. When I attempted to resolve the issue with the local movers, I was told repeatedly "we are working on it" and to "file a claim". I requested video files and GPS records of the truck to no avail. I also truly feel that they were skirting responsibility for the theft. The claims company (United/Unigroup) denied the claim on the grounds that we signed for all boxes received - a fact that I was not at any point disputing. Of course, we received all boxes, but the cameras were never packed in one - thus they were never assigned a number. We would not have known that the cameras were stolen until we had fully unpacked everything - a process that took days. I would certainly not recommend the use of United/Unigroup if they enable these sorts of things to happen.

  

  Business Response

  Date: 10/28/2022

  Better Business Bureau Serving Eastern Missouri & Southern Illinois

  211 N. Broadway Suite 2060

  St. Louis, MO 63102

  RE: **** ***** United Van Lines, LLC

  Order Number: 420-5445-2

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

  To whom it may concern:

  United Van Lines, LLC (“United”) appreciates the opportunity to respond to **** ******* ***** ******* response. United’s Claims Team 4 has investigated *** ******* cargo loss and damage claim. United’s response was issued on October 13, 2022 to *** *****. As was previously communicated to *** *****, he may request binding arbitration by writing to:

  American Trucking Association (“ATA”)

  Attention: Dispute Settlement Program

  80 M St. SE, Suite 800

  Washington, DC 20003

  [email protected]

  *** ******* letter may also be sent by facsimile to fax number ************ or completed online at www.trucking.org. His letter of notification to the ATA must be received within sixty (60) days from the date of this letter. Along with *** ******* name, address and telephone number, the following information should be included in his letter of notification to the ATA:

  * The name of the carrier and the identification number of the shipment;

  * Any assigned loss and damage claim number;

  * The name the shipment moved under;

  * The dates and location of pickup and delivery; and

  * The monetary value of the loss and damage claim involved.

  Documents supporting *** ******* position on the claim should not be sent initially, but instead, should be kept for later use when the actual arbitration forms are submitted to the National Arbitration Forum.

  We regret our services have not met *** ******* expectations. Thank you for the opportunity to address *** ******* complaint.

   

  Sincerely,

  ** ********

  Claims Counsel, Cargo Litigation

  Customer Answer

  Date: 10/28/2022

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

  From the beginning, this has been treated as something that was simply "lost in the shipment", which I regard as entirely inappropriate. I never claimed that any luggage was lost in the shipment - all boxes numbered were indeed received. I am asserting that the movers intentionally and selectively stole our cameras and photography equipment and covered themselves with the "paper trail" by not recording anything to do with the cameras on the inventory sheets. I find it nearly impossible that all our photography equipment would simply be "missing" if it was stored in separate areas of our home and we received everything else from those areas. Surely, even if the movers accidentally forgot to record the photography equipment on the inventory sheets, at least SOME of it would have ended up in the shipment - rather than ALL of it disappearing at the origin when it was physically present the morning of the move.
  

  I would not like my case to be treated as if something was simply lost and for it to be treated for what it truly is.
  
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mayflower moved me from NY to NC in 9/21. I filed a claim for damaged and missing items in 6/22 as per the 9month policy. Claim settlement offered excluded missing items. Company claimed items weren’t listed, however I never checked that all items were received. I checked item numbers as they were bought into the house and reported sku numbers of missing items which correlate to actual items listed on detailed inventory.
  
  Company also sent a 3rd party company who attempted to assemble furniture, but instead damaged it. Unigroup refuses to compensate me nor will they pay for another company to make the repairs. Their reasoning has also changed. Their communication is mostly vague two sentence emails. Request for clarification via telephone is never honored y the claims rep.
  
  I’ve spoken with the supervisor to request a different rep but my request wasn’t honored.
  
  Outstanding:
  1) settlement offered for patio umbrella
  2) compensation to replace missing items (golf clubs & ladder one of three)
  3) repair and assembly OR compensation for wall unit

  

  Business Response

  Date: 10/25/2022

  Claims Team 9 and the shipper have come to a resolution with her claim settlement. We maintained that the wall unit was assembled properly after 2^nd opinion inspection. She has accepted an additional payment of $1,099.00 to bring her claim to a close. The email communication of her acceptance is attached  Please let me know if you have any additional questions.

   

   

  Respectfully,

   

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

  Manager, Cargo Claims

  UniGroup