Business Profile

Moving Companies

UniGroup

Complaints

This profile includes complaints for UniGroup's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

105 total complaints in the last 3 years.
25 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/19/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Subject Headings:
Safety Violations
Unigroup movers' verbal abuse, berating, and knowingly creating post-delivery wreckage detrimental to safety & wellbeing of elderly customer, including smashing furniture and near toppling stacks of heavy boxes;
'Customer care' headquarters staff relentless evasions and written baiting, with intent to demoralize and medically distress elderly customer.
Breach of Contract & Failure to Complete Job
Unigroup movers disassembled roughly 48 items of household furnishings at origin, but willfully failed to document locations of parts & components at destination; hence making it impossible to reassemble said items.
Subsequently over a period of three months and contrary to terms of contract, Unigroup has repeatedly demanded that elderly customer locate missing parts & components as a precondition for them to reassemble items.
Desired Resolution:
In letters priority mailed to Unigroup's CEO and President, ***** ***** and Unigroup's Chairman ** *** ***** ******* ** ********, ******* has offered to cancel in progress damage claim as well as planned legal action, upon receiving an after tax stipend in the amount of $10,000.00.
Business Response
Date: 11/07/2022
To whom it may concern:I am responding on behalf of United Van Lines, LLC (“United”) regarding *** ********* concerns arising from her interstate move identified by the above referenced United Order Number. *** ********* complaint to UniGroup C.A. was forwarded to United’s Law Department for investigation and response. United is the motor carrier that *** ******* contracted with and thus the appropriate party to respond to *** ********* complaint. *** ******* did not enter into any contract with UniGroup,C.A..*** ******* contracted with United for the interstate transport of her household goods and personal property from Virginia to Michigan. In addition to *** ********* interstate shipment with United, *** ******* also made multiple trips with rental trailers and a rented 15-foottruck moving many items herself separate from her moving contract with United.*** ******* has expressed that she is not happy that United could not transport all items in “as is” conditionas they existed in her Virginia home before the move. For the health and safety reasons, United is unable to accept items for interstate transport that are potentially hazardous. *** ******* kept chickens in the basement of her Virginia residence. For health and safety reasons, *** ******* was requested to correct any potential contamination issues resulting from the chickens prior to United loading her household goods.*** ******* has also expressed that she is not happy that it was necessary for her to hire a third party to trim trees and bushes on her access road in order to make her delivery address accessible for the United moving vans.United presented *** ******* with a series of options for deliveryof her shipment.*** ******* chose to hire a third party, at her own expense, to trim the vegetation impacting her access roadso that United could safelyaccess anddeliver her household goods directlyto her residence.*** ******* contracted with United for packing services for her estimated 49,900 poundshipment. Instead of requesting United unpack all items in her entire shipment, *** *******contracted with United to unpack only five mattresses.*** ******* is dissatisfied with United’s services as it relates to assembly of items and additional unpacking services.****************************United’s Customer Care Department responded to all of *** ********* multiple communicationsandoffered to send a third party to assist *** ******* with reported assembly problems for the few itemsthat she needed assistance with.United remains willing to arrange for a third party to assist *** ******* with someitems for which she has indicated she needs additional assistance as a customer service gesture even though the contract does not require United to provide these additional services.*** ********* complaintto the BBBalso makes a reference to cargo damages. However, as of October 28, 2022, United has not received any written cargo loss and damage claim from *** ******* that meets the minimum claim filing requirements of the Bill of Lading contract.A shipper such as *** ******* must timely file a proper written claim within nine months from the date of delivery of the shipment that (1) contains facts sufficient to identify the item, (2) asserts liability for loss or damage to the item, and (3) makes a claim for payment of a specified or determinable amount of money for the item.*** ******* can file a cargo loss and damage claim for all items online at ***************************************.We regret that our services did not meet *** *********expectations. Thank you for the opportunity to address *** ********* complaint.If there are any questions, please contact me. Thank you.Sincerely******* ******Senior Paralegal, Cargo Litigation
Initial Complaint
Date:10/12/2022
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.
I used Amstrong Relocation / United Van Lines for a move from *******, ************** to ************, ************ and dealt with **************************** ******, and ******************************* specifically. I initially consented to and paid $5,987.94 for the move. After the move, I was sent an invoice from ********* Relocation / United Van Lines for a charge of $1,035.30 and was told the money was going to be taken from my bank account that I originally paid with, without my consent or explanation. I received an informal email from ***** saying the extra charge was for judgement calls that were not originally mentioned in our consultation.
Business Response
Date: 10/19/2022
To whom it may concern:As the ************* Manager, I have been asked to review and respond on behalf of United Van Lines regarding the customers bill concerns. The customer agreed to the estimated price quote and terms of $5,987.94 for the transportation of three(3) Containers. This price quote also specifies that the Final Move Price will be based on the actual number of containers used to perform the move. A total of four (4) containers (priced at $7,023.24)were needed to transport the customers household goods at the additional cost of $1,035.30. The customer is responsible for the actual number of containers and the costs.The following appears on the Estimate and Order for Service & Bill of Lading:Final Move Price Your Final Move Price will be based upon the actual number of containers used to perform your move.The customer received an invoice that indicated that there was a balance due for four (4) containers, and this would be charged on August 11, 2022. Per the customers signed credit card authorization form, in the event that the final audited charges are in excess of the estimates, the cardholder agrees to be responsible for the supplemental charges. We transported four (4) containers from *******, ** to **********, **. Services were provided, and the customer is responsible for the ********************** payment of those services. We sincerely apologize for the misunderstanding regarding the cost of the move. Thank you for the opportunity to review and respond to the customers concerns.
Customer Answer
Date: 10/19/2022
Complaint: 18016842

I am rejecting this response because:
******************, my moving surveyor from ********* Relocation told me via email after the move (please see the attached image of this email) that the last container "was not a full-size TWC" and that she would ask the accounting department to review this information and make an adjustment accordingly. She never reached back out with a conclusion until I included *******************************, Accounts Receivable Analyst at Unigroup and ***** said "I did request it, but the adjustment was denied". I have now asked ***** twice for the accounting department's denial in writing with an explanation as to why I'm being charged for a service that was not used nor was in the contract, to which she has ignored both requests. I have contacted ********* relocation twice via phone and have been sent to voicemail and have not had my calls returned, and I have reached out to ******************* via email as well who has ignored my message.
Therefore, I am rejecting this response because I am being charged an extra $1,035.30 for a full size container that was not used by United Van Lines.

***************************
Business Response
Date: 10/28/2022
October 27, 2022

Better Business Bureau
Serving Eastern ******** & Southern ******** ********************************************* class="EOP SCXW133091931 BCX2" data-ccp-props="{"201341983":0,"335551550":1,"335551620":1,"335559685":139,"335559737":5712,"335559738":1,"335559739":0,"335559740":240}" style="font-size: 10pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; line-height: 16px;">
Suite 2060
St. ********* 63102

RE: ****** ******* United Van Lines Order ********* BBB Complaint #********** 2nd

To whom it may concern:
As the Customer Care Manager, I have been asked to review and respond on behalf of United Van Lines regarding the customers bill concerns.
Records indicate that there has been a mutual agreement between the customer and our revenue accounting department. The customers billing has been revised and the balance due is $625. The customer has paid this with check #**********.
We again apologize for any frustration or inconvenience the customer has experienced with the billing.
Sincerely,
*****************************************
Customer Care Manager
Customer Answer
Date: 10/28/2022
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:10/11/2022
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 engaged the services of United Van Lines representative dba A Action Movers located in ***** AZ to move from AZ to **. The furnishings were picked up on 8/17 with a promised delivery date of 8/23. A partial delivery was made on 8/29 but many items were missing (eg hardware to put together a bed, wires etc to put together electronics, plates and silverware, glassware, etc., clothing, ). As of 9/12 we still do not have our furnishings, etc. with the result we have had to extend a stay in a hotel since we had no beds to sleep in and had to order out food since we could not cook for ourselves. This negligence on the part of the moving company has cost us a considerable amount of money. Their response has been we are sorry.
Business Response
Date: 10/10/2022
Per the rules and regulations of UniGroup (United Van Lines), this complaint needs to go directly to UniGroup (United Van Lines) in ******, **. All BBB complaints regarding United Van Lines order numbers need to be assigned to their BBB account as they are required to respond on behalf of any of its agents.
Business Response
Date: 10/27/2022

The team has reviewed Mr. ********* cargo claim and issued a settlement and sent a letter to him outlining Uniteds settlement position.

Thank you,

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

Claims Manager
UniGroup
1 **********************************************event-added="1" style="margin: 0px; font-size: 11pt; font-family: Calibri, sans-serif;">******, ********
*********************
Customer Answer
Date: 10/27/2022
Complaint: 18012942

I am rejecting this response because: the only part of the claim they dealt with was their losing and damaging furniture and other materials during the move. They have never addressed the issue of their undue delay caused me monetary damages. I had to extend my hotel stay because they failed to deliver any cooking utensils such as pots and pans, failed to deliver the master bed, etc. They failed to complete the move within 30 days.

Sincerely,

***************************
Initial Complaint
Date:10/07/2022
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.
United Van Lines (a company of UniCorp) moved belongs from TN to NY in July of 2021. Several items were lost and damaged. Claims were entered May through June on the claims section of their website. When I followed up they said they were not received. I went back on the website and saw they were listed. I scrolled to the bottom of the page and realized there was a final step at the bottom of the page (the “submit” button). As a result, they did not receive the claim. Once I learned of this, I submitted immediately. This was on August 15th. The claim (for over $2400 worth of loss) was declined bc the 9 month claim period expired. I explained the error and asked if they could consider the claims - since it was less than a month outside of 9 months and I had thought it was submitted. They declined.
Business Response
Date: 10/07/2022
Good Afternoon-

We completed our review and the customer did not file their claim within the 9 month filing period. The tariff and the Bill of Lading that govern United’s interstate moves require that a claim for loss or damage be received by the carrier, in writing, within nine months from the date of delivery. This cautionary statement also appears on the claim form. This time frame is considered reasonable and sufficient to allow customers the opportunity to examine all items shipped. The tariff has no provision for waiving the nine-month filing period.

Your shipment delivered 10-09-2021 and your cargo claim was received 08-15-2022, which is 10 months and 6 days after delivery. Because of the nine-month filing requirement, United must maintain the denial of your claim.

Instructions for arbitration have been sent to the customer

Thank you,
***** *******
Initial Complaint
Date:10/05/2022
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 moving company also known as ********** ***************** *** is very UNRELIABLE. First let me start off by saying they were 6 hours late upon arrival to pick up my things to be delivered and then they called me hours later to inform me that theyll be charging me a extra $300 because my dresser wouldve fit. And then I was told by the person handling my account to throw the things out that didnt fit out and purchase more . I informed them multiple times that I was on a budget and to let me know if it didnt fit a head of time because I wouldve driven my things myself to save money. Now Im stuck with a remaining balance of $300 and also I asked them to take the funds out my account so I could close it because the bank I bank with doesnt have a location in the state Im in now and they refuse to do so and its been almost 2 weeks and we now they wont return my calls to give me a delivery date which I informed them ahead of time that I needed my things delivered on that day because I have personal items I need and also I have to work that following week and amongst other things I had to do and now Im sitting here on a air mattress without knowing if Im even getting my things delivered at all. I wish I listen to the bad reviews and went with Allied now I see why they have so many bad reviews. I wouldnt recommend this company to anyone. I had a bad experience from the beginning TO THE END, theyll try to butter you up with kindness just so they can get you to sign those documents and then dont execute anything they promise this is the worst moving company I ever did business with. WARNING!!!!! DO NOT BOOK WITH THIS COMPANY
Business Response
Date: 10/10/2022
Dear Better Business Bureau,************ style="font-size: *****px; font-family: sans-serif;">As the ************ style="font-size: *****px; font-family: sans-serif;">Lead************ style="font-size: *****px; font-family: sans-serif;">of ************** I have been asked to review and respond on behalf of ************ style="font-size: *****px; font-family: sans-serif;">Mayflower Transit regarding the customers ************ style="font-size: *******; font-family: sans-serif;">concerns************ style="font-size: *****px; font-family: sans-serif;">. ************ style="font-size: *****px; font-family: sans-serif;">************************************* style="font-size: *****px; font-family: sans-serif;">had an Estimate************ style="font-size: *****px; font-family: sans-serif;">with a Bind************ style="font-size: *****px; font-family: sans-serif;">date************ style="font-size: *****px; font-family: sans-serif;">of ************ style="font-size: *****px; font-family: sans-serif;">August 15************ style="font-size: *****px; font-family: sans-serif;">,************ style="font-size: *****px; font-family: sans-serif;">2022************ style="font-size: *****px; font-family: sans-serif;">,************ style="font-size: *****px; font-family: sans-serif;">which************ style="font-size: *****px; font-family: sans-serif;">was signed on or ************ style="font-size: *****px; font-family: sans-serif;">about ************ style="font-size: *****px; font-family: sans-serif;">September 12, ************ style="font-size: *****px; font-family: sans-serif;">2022************ style="font-size: *****px; font-family: sans-serif;">. The ************ style="font-size: *****px; font-family: sans-serif;">agreed************ style="font-size: *****px; font-family: sans-serif;">-************ style="font-size: *****px; font-family: sans-serif;">upon************ style="font-size: *****px; font-family: sans-serif;">contract terms included ************ style="font-size: *****px; font-family: sans-serif;">loading************ style="font-size: *****px; font-family: sans-serif;">, ************ style="font-size: *****px; font-family: sans-serif;">and ************ style="font-size: *****px; font-family: sans-serif;">transportation of ************ style="font-size: *****px; font-family: sans-serif;">1 container from *****, ** to *********, ** for priority delivery on October 5, ************ style="font-size: *****px; font-family: sans-serif;">2022. The estimate also included additional packing for 2 ************ style="font-size: *****px; font-family: sans-serif;">Q/K mattress cartons/bags and mirror ************ style="font-size: *****px; font-family: sans-serif;">cartons at origin************ style="font-size: *****px; font-family: sans-serif;">; ************ style="font-size: *****px; font-family: sans-serif;">unpacking of 2 Q/K mattress************ style="font-size: *****px; font-family: sans-serif;">cartons************ style="font-size: *****px; font-family: sans-serif;">/bags************ style="font-size: *****px; font-family: sans-serif;">and 4 mirror cartons at destination************ style="font-size: *****px; font-family: sans-serif;">;************ style="font-size: *****px; font-family: sans-serif;">and full value protection of $10,000.00 with no deductible. ************ style="font-size: *****px; font-family: sans-serif;">The bound amount was $************ style="font-size: *****px; font-family: sans-serif;">4,453.50************ style="font-size: *****px; font-family: sans-serif;">.************ style="font-size: *****px; font-family: sans-serif;">Non************ style="font-size: *****px; font-family: sans-serif;">-************ style="font-size: *****px; font-family: sans-serif;">bound charges ************ style="font-size: *****px; font-family: sans-serif;">are************ style="font-size: *****px; font-family: sans-serif;">billed************ style="font-size: *****px; font-family: sans-serif;">within 30 days ************ style="font-size: *****px; font-family: sans-serif;">of************ style="font-size: *****px; font-family: sans-serif;">delivery. ************ style="font-size: *****px; font-family: sans-serif;">************** has contacted Mayflower Transit ************ style="font-size: *****px; font-family: sans-serif;">Customer Care to express her concerns************ style="font-size: *****px; font-family: sans-serif;">. Move ************ style="font-size: *****px; font-family: sans-serif;">services may begin between 8:00 a.m. ************ style="font-size: *****px; font-family: sans-serif;">************ style="font-size: *****px; font-family: sans-serif;">5:00 p.m. on the scheduled service date. However, ************ style="font-size: *****px; font-family: sans-serif;">************** was provided a shorter time window and did not meet the arrival. ************ style="font-size: *****px; font-family: sans-serif;">The crew************ style="font-size: *****px; font-family: sans-serif;">was************ style="font-size: *****px; font-family: sans-serif;">delayed on a previous stop, which caused ************ style="font-size: *****px; font-family: sans-serif;">the ************ style="font-size: *****px; font-family: sans-serif;">crew to arrive later tha************ style="font-size: *****px; font-family: sans-serif;">n ************** was ************ style="font-size: *****px; font-family: sans-serif;">promised************ style="font-size: *****px; font-family: sans-serif;">. ************ style="font-size: *****px; font-family: sans-serif;">Goods were loaded into 1 container, but a sofa would not fit safely into the single container and ************ style="font-size: *****px; font-family: sans-serif;">an ************ style="font-size: *****px; font-family: sans-serif;">additional container/unit is required to safely transport Ms. ************ style="font-size: *****px; font-family: sans-serif;">Joness************ style="font-size: *****px; font-family: sans-serif;">household goods. This ************ style="font-size: *****px; font-family: sans-serif;">additional container/unit does inc************ style="font-size: *****px; font-family: sans-serif;">lude additional fees. ************** expressed her situation and ************ style="font-size: *****px; font-family: sans-serif;">how she could not afford ************ style="font-size: *****px; font-family: sans-serif;">the ************ style="font-size: *****px; font-family: sans-serif;">additional cost.************ style="font-size: *****px; font-family: sans-serif;">To************ style="font-size: *****px; font-family: sans-serif;">help mitigate cost the agency offered to split the ************ style="font-size: *****px; font-family: sans-serif;">cost for the additional container unit.************ style="font-size: *****px; font-family: sans-serif;">We informed ************** of our Federally Regulated Tari************ style="font-size: *****px; font-family: sans-serif;">ff, which permits her to $100 per day ************ style="font-size: *****px; font-family: sans-serif;">from the required delivery date of October 5, 2022, until delivery. We were also able to have the ************ style="font-size: *****px; font-family: sans-serif;">destination agent commit to an overtime delivery on Saturday, October ************ style="font-size: *****px; font-family: sans-serif;">8************ style="font-size: 9.28px; font-family: sans-serif;">th************ style="font-size: *****px; font-family: sans-serif;">, 2022, and additional ************ style="font-size: *****px; font-family: sans-serif;">costs************ style="font-size: *****px; font-family: sans-serif;">were ************ style="font-size: *****px; font-family: sans-serif;">not passed t************ style="font-size: *****px; font-family: sans-serif;">o the customer.************ style="font-size: *******; font-family: sans-serif;">The customer has been informed of the delivery plan ************ style="font-size: *****px; font-family: sans-serif;">and agrees.************ style="font-size: *****px; font-family: sans-serif;">The delay claim provision entitles ************** to $300 for the 3************ style="font-size: *****px; font-family: sans-serif;">-************ style="font-size: *****px; font-family: sans-serif;">day delay and in the ************ style="font-size: *****px; font-family: sans-serif;">interest ************ style="font-size: *****px; font-family: sans-serif;">of customer service************ style="font-size: *****px; font-family: sans-serif;">,************ style="font-size: *****px; font-family: sans-serif;">an additional gesture of $200 was offered. ************ style="font-size: 16px; font-family: sans-serif;">Page ************ style="font-size: 16px; font-family: monospace;">2************ style="font-size: 16px; font-family: sans-serif;">of ************ style="font-size: 16px; font-family: monospace;">2************ style="font-size: *****px; font-family: sans-serif;">On behalf of ************ style="font-size: *****px; font-family: sans-serif;">Mayflower Transit************ style="font-size: *****px; font-family: sans-serif;">, we apologize for any misunderstanding************ style="font-size: *****px; font-family: sans-serif;">, frustration, and ************ style="font-size: *****px; font-family: sans-serif;">inconvenience the customer ************ style="font-size: *******; font-family: sans-serif;">has experienced************ style="font-size: *****px; font-family: sans-serif;">with ************ style="font-size: *****px; font-family: sans-serif;">move services as we strive for ************ style="font-size: *****px; font-family: sans-serif;">all************ style="font-size: *****px; font-family: sans-serif;">our ************ style="font-size: *****px; font-family: sans-serif;">customers************ style="font-size: *******; font-family: sans-serif;">to be 100% satisfied with our quality of service. ************ style="font-size: *****px; font-family: sans-serif;">Thank you for the opportunity to respond. ************ style="font-size: *****px; font-family: sans-serif;">************************************* style="font-size: *****px; font-family: sans-serif;">Lead ************ style="font-size: *****px; font-family: sans-serif;">Customer Care ************ style="font-size: *****px; font-family: sans-serif;">Specialist************ style="font-size: *****px; font-family: sans-serif;">UniGroup************ style="font-size: *****px; font-family: sans-serif;">636.305.************ style="font-size: *****px; font-family: sans-serif;">409************ style="font-size: *****px; font-family: sans-serif;">8
Customer Answer
Date: 10/28/2022
Unicellular/ MAYFLOWER moving company also known as ********** Moving & ******** *** is very UNRELIABLE. This is my second time filing a complaint. First I want to start from the beginning they were 7 hours late upon arrival to pick up my things to be delivered and then they called me hours later to inform me that theyll be charging me a extra $300 because my dresser wouldve fit. And then I was told by the person handling my account to throw the things out that didnt fit out and purchase more . I informed them multiple times that I was on a budget and to let me know if it didnt fit a head of time because I wouldve driven my things myself to save money. Now Im stuck with a remaining balance of $312. They delivered my things 3 days late they compensate me $200 for the delay days because $300 out of the money they compensated me I have to give the right back for the remained bill which I think is unfair because ALL OF MY MIRROR FURNITURE has cracks in it and broken and damaged my bed frame is broken and also theres hole in my furniture I HAVE VIDEOS AND PICTURES TO PROVE IT!!!! and I dont think its right for them to send me a bill after everything this company has put me through and my things come back damaged and broken
Business Response
Date: 11/01/2022
The team offered a customer service gesture that was accepted by the customer.

Thank you,

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

Claims Manager
UniGroup
1 ***************************************event-added="1" style="margin: 0px; font-size: 11pt; font-family: Calibri, sans-serif;">******, ********
*********************
Fax #: ************
Initial Complaint
Date:09/29/2022
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.
United Van Lines ("United"), a subsidiary of UniGroup, refuses to accept responsibility and pay for losing our entire overflow shipment from our move from *********, ** to ***********, **. Despite selling us a $200,000 full replacement insurance policy. The move paperwork and claims process is through United, but the move itself was handled by a United agent, ********* Relocation ("*********') of NJ. Their current position is that they don't owe me anything. Even though, there is an ample paper trail acknowledging our overflow shipment and the simple fact that it's lost, with both of their miscues along the way. On delivery day, I also noted on each of the Inventory Control Forms that it was "unknown" if everything was received since no details were ever provided as to what was ultimately loaded onto the overflow truck. Neither United or ********* is accepting any responsibility. I have also filed a complaint with the *********** of ******** Affairs against ********* in this matter. The attached supporting documents are the same files that I sent to them earlier today. I'm certainly not attempting to collect from both parties. I'm simply attempting to utilize all avenues to bring resolution. I appreciate any assistance that you can provide in bringing this to resolution.
Business Response
Date: 10/25/2022
Good Morning-

The missing items were denied because they were not noted missing at the time of delivery. When an interstate carrier, such as United transports household goods from one state to another, it must meet the terms and conditions in the Bill of Lading, the operating tariff, and federal laws.

These laws define what is required by the customer to file a proper claim against ********************** for cargo loss or damage:
1.                   to establish that the carrier received the items in good condition at origin;
2.                   to establish that the carrier delivered the items in a damaged condition or did not deliver them at all; and
3.                   to specify a value or an amount of damage for each item in question.

All three of these criteria must be met before United can accept any claimed liability. Based on these requirements, the customer was unable to meet the 2^nd requirement. We provide our customers an Inventory Control Form which is a tool that can be used to check off the shipment as its being received and document any items there were not delivered. This form can be used by the customer to help mee the 2^nd requirement and this customer utilized the form but did not notate anything was missing.

The team responded to the customer outlining the denial and provided instructions to the customer to escalate their claim thru the arbitration process.

Thank you,

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

Claims Manager
UniGroup
1 Premier Drive
******, MO 63026
*********************
Fax #: ************
Customer Answer
Date: 10/25/2022
I believe that the details are in the original files that I submitted. Bottom line, they lost my entire overflow shipment. Uniteds agent, ********* Relocation NJ, never entered this second shipment into Uniteds system. The claims & contract are through United. They claim that they dont have any record and because I didnt detail out all of the items upon delivery, that they arent responsible. It was impossible to detail out because they didnt detail what was put on each truck at origination, so I simple wrote unknown on the delivery paperwork at the destination. There are multiple emails in the original submittal where they acknowledge having our items in this second shipment and also losing all of these items. They also charged me for $200,000 for full replacement value of damaged or lost items & give you 9 months to file a claim, which I did once we determined what was missing. They acknowledge via email that they lost our stuff. Made me jump through hoops to file a claim. Then simply dismissed it, even though they sold me an insurance policy. Thank you.
Customer Answer
Date: 10/26/2022
Complaint: 18148245

I am rejecting this response because: Uniteds assertion that I didnt meet Criteria 2 is entirely incorrect in my view. On each of the referenced Inventory Control Forms, upon delivery there is the following question Was everything received? with the option to check yes or no. I did not check either box and instead wrote unknown and initialed. I also have emails from Uniteds origination agent, ********* Relocation NJ, both prior to and following delivery acknowledging the overflow shipment and ultimately acknowledging that they lost this shipment and instructing me to file a claim. Ive jumped through all of their hoops and have done everything that theyve asked me to do in filing this claim. United needs to be responsible for their agents actions, because the contract, insurance and claim process is through United. Everything that I referenced in this response is contained in the original files. Thank you

Sincerely,

*********************
Customer Answer
Date: 11/10/2022
11/10/2022: Mediator sent an email to the consumer requesting an update.[CR]   I appreciate your follow up with me. My complaint with Unigroup has not been resolved.
I cant call today, but will plan to contact your office in the morning.

Business Response
Date: 11/17/2022
Unfortunately, based on the signed documents, United is unable to accept liability for the missing items. We have provided the customer with instructions for arbitration which will be his next course of action if he wishes to escalate his claim.
Initial Complaint
Date:09/28/2022
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.
My company ***** ****** moved me from Northern California to Southern California using ********* and quite a lot of my furniture was damaged. I went through the process of claims and have had such poor communication and zero resolution. This all started on May 25th of this year and absolutely nothing has come of it. They sent someone to look at my furniture and then send the report.
Business Response
Date: 10/04/2022
Good Morning-

The claim was filed with ********* which prompted a furniture repair firm to inspect the reported damages. The repair firm submitted a report that outlines their inspection and provided information on the reported damages. Their findings were determined and they were unable to confirm new transit damages, In order for ********* to accept liability, we have to have determined evidence the items were damaged while in the care and custody of the van line. Since the damages do not appear to be transit related, ********* is unable to accept liability. The customer was provided instructions for arbitration.

Thank you,

***** *******
Initial Complaint
Date:09/26/2022
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.
I file a claim regarding the damages done to my vehicle, but they keep installing and taking their time to resolve and fulfill my claim. they offer a $500 settlement which is not enough to fix my truck which is more than $1300 to fix my truck. I provided them with a Body shop of my choice Estimate per their request, but they offered a quick settlement. settlement for what? these damages need to be paid by the insurance company. that's the whole reason I bought insurance for transporting my truck.
Business Response
Date: 09/27/2022
So that we can review and address your concerns, please provide the Order #. It should appear at the top of your Bill of Lading in a format similar to this - xxx-xxxx-x. Or provide a copy of your Estimate/Order for Service or the Bill of Lading. Thank you!
Customer Answer
Date: 09/27/2022
Status Update - S.O. # U511-91131-2, Masood Safari, ******** International. I do not need options just process my claim.
Business Response
Date: 10/13/2022

Hello,

Claims team ten is sending the attached settlement letter to the customer today.

Thank you!

Customer Answer
Date: 10/13/2022
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,

Masood Safari
Initial Complaint
Date:09/21/2022
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 contracted Unigroup to transport the belongings of a one bedroom apartment from Denver, CO, to London in the United Kingdom.

The goods were picked up on June 13, 2022. Estimated delivery was 7-13 weeks. Now, more than 14 weeks later, I don't know where my shipment is, and I don't have confidence that Unigroup knows where it is and have even less confidence that my shipment will be coming soon (or at all).

Since June, I have been told it was on a ship from New York on July 16, 2022. On August 5, 2022, I was told the shipment wasn't on the boat due to an error. I was told that the goods were then on a ship leaving August 11, 2022. On September 13, 2022, I was told "I am trying to get concrete information from the consolidator as to where your shipment is at this time."

I need to know where my things are, when they will get here, and will need compensation for the goods I've had to buy to live a normal life while I've waited.
Business Response
Date: 09/29/2022
September 28, 2022Better Business BureauServing Eastern Missouri & Southern Illinois*** ** ************* ******* ****** ** *********** ****** United Van Line Order ************ BBB Complaint #ID ********** whom it may concern:As the Customer Care Manager, I have been asked to review and respond on behalf of United Van Lines regarding the customer’s complaint. We have responded to Mr. ****** directly and reconfirmed to him that his shipment departed from the port of New York on September 24. It is currently scheduled to arrive at the destination port in Felixstowe, U.K. on October 19. His shipment had arrived at our ocean consolidator’s warehouse on June 27.We had previously incorrectly informed Mr. ****** twice that his shipment had departed which both times, was based on misinformation received from the consolidator.We apologized to Mr. ****** for the misinformation and the delays and offered him delay compensation.Thank you for allowing us the opportunity to respond to the customer’s request. Sincerely, ****** ******
Initial Complaint
Date:09/15/2022
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 hired Mayflower/Blue Chip moving from *********** to *********** because they are *** members and highly rated. I have received terrible customer service from a *************************, my assigned move coordinator. My shipment was picked up on 9/6, and I was promised in writing per the contract that my shipment would arrive from *********** to ************** on 9/17 or 18. I did not hear from my coordinator ****** for a week (last Thursday) I've received no updates, I texted ****** today, and she said that my shipment has been crated, put in storage in ***********, and there is no date for when it will be shipped as they do not have a driver. She also said I cannot call her on the phone that she has been texting me from, as it is her personal phone, she calls me from the office phone which I find highly unprofessional. So, I can only contact her through text on her personal phone and hope that she responds. I start my new job on 9/19 and have none of my belongings, no work clothes, as I work at a law firm and was anticipating that my belongings would arrive on the promised date. Now my belongings will be delivered sometime after the 12 day window that was promised on the contract, as they have no driver. I have to go buy shoes and clothes for work out of pocket. I expect a driver assigned asap. The survey coordinator *********************** says that Mayflower dropped the ball. I reviewed Mayflower on the *** website and they were highly rated, but now I have none of my belongings, the shipment is late. I would like a discount on my almost $7700 that I am paying for my shipment, for the hardship I am experiencing, aside from the out of pocket expense I am paying for work clothes. Mayflower has compensation for $100 a day AFTER the shipment is late, and at that point I have already spent money out of pocket. I've been told the shipment is going to be picked up today, but no indication of when it will be delivered.
Business Response
Date: 09/26/2022
September 26, 2022
Better Business Bureau Serving Eastern Missouri & *****************
***************, Suite 2060************************Re: ***************ski M1096-179-2
BBB complaint ID# 18032680
To whom it may concern:
As the Lead Customer Care Specialist, I have been asked to respond on behalf of Mayflower Transit regarding the customers concern regarding the transit of their household goods. The customer agreed to an estimated delivery spread of September 11, to September 18, 2022. Per the signed contract, delay provisions are $100 for each day the shipment is late. The shipment is being delivered to the customer Monday, September 26, 2022. This shipment will have been delivered 8 days after the last day of the delivery spread, which entitles the customer to a Delay claim in the amount of $800.00. On September 17, 2022, the customer was advanced $500.00 so she may purchase some clothing to continue working. This was an advance on the delay claim of $800.00 and the additional, $300.00 will be sent after delivery.We apologize for the frustration the customer experienced regarding the delay of the transport of their shipment. However, due to the high volume of shipments transporting during Peak Season and the shortage of drivers and equipment industry wide, we used every available avenue to get the customers shipment to them within a timely manner. We did not anticipate difficulties when the move was accepted nor was it intentional in anyway. We regret that we failed to meet the customers expectations.Thank you for allowing us to respond to the customers complaint.
*************************
Lead Customer Care Specialist

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