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 ComplaintThe 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:09/15/2022
Type: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.
******* moving and storage, United Van lines moved my household from ********** to ********** 11/2001. There was significant damage and loss to my household goods. I purchased the highest level of insurance from United Van lines prior to the move. United Van lines sent an adjuster to my house to appraise the damage which was documented and photographed. Now United Van Lines is saying they will not pay and are refusing to adjudicate the claim. my order number was ************.
Business Response
Date: 09/08/2022
The customer's contract for this interstate shipment is with United Van Lines. ******* Storage & Moving is acting as an agent for United Van Lines in this transaction. The complaint should be transferred to the St. Louis *********************Customer Answer
Date: 09/08/2022
Complaint: 17923937
I am rejecting this response because: not clear how to transfer to ******** bbb
Sincerely,
*************************Business Response
Date: 09/21/2022
Good Afternoon-
The team is currently reviewing the claim to determine the van lines settlement position. There has been no refusal to adjudicate the claim and provide the position to the customer as quickly as possible.
Thank you,
*************************
Customer Answer
Date: 09/22/2022
Complaint: 17923937
I am rejecting this response because: there has been nothing quick about this. This is a simple damage claim. They have photos and sent someone out to document. They are dragging this process out unnecessarily.
Sincerely,
*************************Customer Answer
Date: 11/01/2022
11/01/2022: In July the company came out to inspect the damaged items, they agreed to repair and replace the damaged items, however we have received nothing but a run around since. This company is now stating it has to assigned to a new adjuster due to the item being moved from a storage unit. They picked up the items from the storage unit so they knew all along that it was moved from storage to the home.
12/06/2022: Mediator left an email for the consumer.
Business Response
Date: 11/04/2022
11/04/2022: Mediator sent an email to the business. [BR] Please reach out directly to ************************* and feel free to get back in touch with me if youre unable to reach him. Im out of the office leaving now until Wed.
11/09/2022: Mediator sent an email to *********************** regarding mediation.
11/18/2022: Mediator sent an email to ****** and ***** requesting an update.
11/21/2022: Please reach out directly to ************************* regarding the ****** complaint. I see that he is out of the office this week, returning on November 28th.
12/06/2022: Mediator sent an email to ************************* regarding this complaint.
Business Response
Date: 12/23/2022
The team is currently working with the customer on their dispute. The customer accepted the settlement and cashed the settlement check but is upset she cashed the check. There is verbiage on the check that states if a check is cashed then the customer is in agreement with the settlement. We will review the information from the customer wants she submits her dispute.
Thank you,
*************************Initial Complaint
Date:09/14/2022
Type: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 ********** to move me from ****************, ** to **************, ** in June of 2021. They sent me a person who had retired, was 70 years old, and proceeded to dump my items in boxes instead of wrapping them and carefully loading the box. He just wanted to leave to go to a wedding. They sent me a person over 65 years old who had a hand so crippled he could hardly hold a pen let alone pack. The driver of the large van was so slow in loading the truck, that instead of being done by Saturday as promised, it went into Sunday. My goods were not put into storage as promised for minimum of 3 months if then. They were supposed to bill me monthly for storage and instead sent me an email in July saying I now owe over $16,000 in storage fees. The amount is also over what I thought it would be. They do not respond to emails in a timely fashion and I've been waiting almost 2 weeks for the owner to contact me. He never did contact me as requested summer of 2021 and I gave up for the time being. there are just multiple things that went wrong with this move and I have experience in moving from east to ********** and in between 8 times and this 9th time was by far the worst.Business Response
Date: 09/23/2022
September 21, 2022
Better Business Bureau Serving Eastern Missouri & *****************
*************** Suite 2060
*******************
RE:********************* Mayflower Transit Order 521-5062-1 BBB Complaint #**********
Dear Better Business Bureau,
As the Lead of ************** I have been asked to review and respond on behalf of Mayflower Transit regarding the customers concerns. ********************* had an Estimate with a Bind date of May 5, 2021, which was signed on or about May 28, 2021 agreeing to the contract terms which included the transportation of ******pounds, packing 323 cartons/bags at origin, unpacking 7 carton/bags at destination; Storage-in-Transit (SIT) based on 30 days at the estimated weight of ****** pounds, and 3rd party services to prep and secure a treadmill and elliptical (non-bound). The bound amount was $35,206.71.This type of contract also provided a weight credit allowance if the actual weight was less than the estimated weight. The estimated weight was ****** pounds. The actual weight was ****** pounds. Per the contract, the weight allowance credit is as follows: ****** ****** = 3,904; 3,904/100 = *****; ***** x $10.00 = $390.40The customer is entitled to receive a weight credit allowance of $390.40. Please note that on page 3 of the customers Bill of Lading it reads: all items and services noted are bound; except any non-bound charges for Storage-in-Transit (SIT). Non-bound items can increase or decrease. The SIT charges were based on 30 days at the estimated weight of ****** pounds. The actual storage charges were based on ****** pounds inbound on 6/6/21 12/2/21 and Permanent Storage from 12/3/21 9/22/22. Reduction on weight, however over a year in storage, which results in a greater cost.
***** ***** has been in communication with the ************* Department we will continue to work with the customer to reach a mutual agreement. When a shipment converts to permanent storage information must be gathered from the local agency, in this case **********. We are working to validate/confirm details to ensure Ms. **************** style="font-size: *****px; font-family: sans-serif;">m is invoiced correctly for the outstanding charges on the interstate shipment, as well as the applicable local storage and delivery charges, which are NOT part of the Mayflower interstate shipment. I will be able to contact ************** next week once I have received all the information Ive requested from **********. On behalf of Mayflower Transit, we apologize for any misunderstanding, frustration, and inconvenience the customer has experienced with services provided by ********** Transportation System, Inc., an agent of Mayflower Transit and we will continue communications with ************** to resolve as quickly as possible.Thank you for the opportunity to respond. *************************Lead ************* Specialist
Initial Complaint
Date:09/14/2022
Type: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 completed a move with this company back in early July. Several items were missing and/or damaged. One item was a tote of individual perfume bottles that I didnt think needed to be claimed as high value. When I filed the claim for all of my missing/damaged items this is the only line item that wasn't paid. I was asked to provide bank statements/receipts showing purchase. I explained that collection had been built over time with some being gifts so I would not be able to do that. Prior to filing the claim I was assured that as long as we had taken out full insurance coverage that my claim would be paid in full. We had full coverage. Instead I was only offered half. Now I cannot get the company to send me steps to go into arbitration. I have requested several times with no response. I am not sure what else to do to get a response.Business Response
Date: 09/23/2022
Good afternoon,
The customer has been provided with the information for arbitration that they requested. They will be able to dispute their setlement through the arbitration process.
Thank you,*********************
Initial Complaint
Date:09/08/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This moving company picked up our belongings on June 9 and finally had our belongings delivered June 30. From June 30th we had 30 days to file a claim of missing or damaged items. On July 30 we turned in our claim. Our claim involved a couch missing couch cushions, a ******* adjustable weight set, a headboard not installed right, and a broken book shelf. This company had someone come out to assess the missing and damaged items. He was able to fix the head board but was could not fix the other items. In response to our claim UniGroup wanted receipts for the items. Since we were unable to do so we provided them with links for the exact same items and even the location of where the couch was purchased. They responded with denying our claim on the couch due to us signing off that the couch was received with no damage from their bar code tagging system. The bar code was placed on the actual couch and the couch cushions were packed all in separate boxes. The actual couch made the move but some couch cushions did not and were not bar coded. Even their own person who verified, in person, stated that a “sofa without the cushions is useless.” As for the ******* dumbbells. UniGroup “lowballed” us with an offer half the amount we paid. They claimed that they could not tell if it was damaged in transit. These were tagged and checked by the movers as they put them on the truck. Upon delivery they did not work and the claim was filed. They do not allow multiple and force you to file all at once otherwise we would have filed this the first week.Business Response
Date: 09/14/2022
Hello,
We have reviewed this BBB and our response is as follows:
We will pay as claimed for the exercise equipment as claimed, however will be maintaining our denial for the missing item. Per the paperwork (attached), the shipper waived their right to a check off.
To establish a proper claim against United for loss or damage, three criteria must all be met, and failure to meet any of these elements will result in denial of a claim. The criteria are:
• The items are given to the carrier in good condition at point of origin;
• The items were delivered by the carrier in a damaged condition or not delivered at all; and
• An amount of damages is specified for each item in question.
Their claim for the missing item does not meet the second prong and therefore does not meet the valid claim criteria.
Thank you.
Customer Answer
Date: 09/14/2022
Complaint: ********
I am rejecting this response because:Well the couch was picked up by carrier with all cushions there. This is confirmed by the carrier and since they did not mention that there was a cushion missing at the time yet notated other items that were missing or broken we can conclude everything was fine. Carrier would be correct IF they packed the couch with ALL the couch cushions together and it could be inspected at the moment of delivery. They did not do this, they packed the cushions in boxes. Due to the fact they separated the cushions from the couch and packed the cushions in various random boxes they cannot state that we accepted couch in full. Their policy states that we had 30 days to file the claim because items are in various boxes. Would the carrier have stayed at our home until we went through every box to find the couch cushion?
Prong 2 states: "The items were delivered by, the carrier in a damaged condition or "NOT DELIVERED AT ALL......."
Due to the couch cushion not being here after checking every box, we can safely conclude that it was "NOT DELIVERED AT ALL."
It is not our fault that their "packing policies and procedures" does not instruct packers or movers to keep all items relating to the couch ON THE COUCH for easy verification upon arrival. Once the cushions were placed in the random moving boxes, they void their ability to claim that we checked off on it. It should be considered in the 30 day claim process unless they were willing to wait at our home until we finished unpacking our boxes. Why have a 30 day claim process if you are going to deny a claim because it wasn't found the day of delivery?
We can have witnesses verify the couch cushion was there upon pick up, the moving company sent a person over to verify the claim, and he also showed that the cushion was missing.
For the weight set, please explain how you will not pay the full amount for something that was broken in transit. Is there another "loophole" the carrier is trying to expose? This meets each of the 3 criteria they laid out yet they will not pay the full amount or have it fixed. We have not issue with them sending someone over to fix our adjustable dumbbell set. At least then they could be used. The amount offered does not replace item or even offer an acceptable option.
The carrier also attached a checklist of items that did not belong to us or our family and dated for 1/22/2020 proving that they are unorganized and the lack of policy and procedures. They did not redact the other families private information.
Sincerely,
****** *****Business Response
Date: 09/22/2022
Our apologies for the, please use the information below regarding arbitration. Given the information we are maintaining our position of the offer presented. We have reviewed the file related to the concerns outlined in the rebuttal and we do not see that an adjustment can be made. We are willing to offer a goodwill gesture of $650 without acceptance of liability to amicably resolve the claim. If they wish to further dispute their claim and settlement, we do have an arbitration process that is conducted by a 3rd party (***) and this would be the next step in the claims process. Please let us know if they would like accept our offer of $650.00 as a full and final settlement. We do appreciate your patience and working with us to resolve this claim.
If you disagree with our position as outlined, United Van Lines, LLC participates in an independent arbitration program available through the *** (******** ******** ************) 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 Van Lines, 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.
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.
Thank you,
Initial Complaint
Date:09/02/2022
Type: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.
Failed to deliver inventory, see attachmentsBusiness Response
Date: 09/07/2022
Hello,
rd party had accidentally mixed up the container with another shipment.
-U0001-00139-2 BOL
Claims Team 5
Initial Complaint
Date:09/02/2022
Type: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.
CMS was hired to move my family's possessions from *******************, *** to ***********, *****. January 19th, 2021 Order #**********. The mover's REMOVED a LARGE number of our items from the truck. We have filed a claim with the company to which we have we have received NO RESPONSE. This claim was filed within the Federal Guidelines (within 9 months of the move) The claim was filed on September 2nd, 2021. It has now been 9 months without a resolution to the 98 missing items at a dollar value of $14,656.09. I have spoken to the Claims Team 5 many times. I am basically told that they are working on it. The last contact was with *** on April 20th, 2022. He was hopeful that we would see an "offer" within 2-3 weeks. That was 6 weeks ago. Their direct phone number is ************. Their email is *************************************Business Response
Date: 09/13/2022
Hello-
6/28/2022: ******* agreed to settlement offer and sent signed release for claims settlement of $9,575.35.
7/1/2022: Payment was issued and overnighted to shipper via ****
7/3/2022: Tracking information for check emailed to shipper
7/5/2022: Payment delivered via **** (proof of delivery attached)
7/8/2022: Shipper deposited check. (copy attached)
Thank you,
***************************
***********************
*********************
*****************************
Senior Cargo Claims SpecialistsCatastrophic Team
P: ************
The UniGroup Companies
United Van Lines | Mayflower | UniGroup Worldwide Moving | ************************* | UniGroup Logistics
Drive. Collaborate. DELIVER.
Initial Complaint
Date:08/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I used Mayflower to move me from ********, SC to ***** ****, IN- pickup on July 6th 2022 and delivery on July 14th. I paid $10423.44 for the move. The first issue, I was charged an additional technician fee to have my washer and dryer secured by a third party despite having a signed contract. I was told it was because the unit was stacked however, there is a recorded video where the assessor and myself identified that it was stacked. The representative informed me that it was not in the contract and that I would have to pay or else the technician would not secure it for moving. The next issue, I have several broken furniture items, all antiques, and I am missing the base to my new ** *** **** TV. Pictures are attached. I filed a claim on 7/26/2022, it is now 8/27/2022 and the issue is still unresolved. I have 6 emails stating that different furniture company's will come out- I have had one but still get emails that they are sending another. There were so many issues with this move it was not even funny, the fact I have tried calling the ClaimsTeam and emailed them with limited replies astounds me. I have the original cost of my furniture, my TV is still sealed so that it can be confirmed the base is missing (the base was wrapped in a moving blanket separately).Business Response
Date: 09/08/2022
The team just recently received the inspection report and currently reviewing the information to determine the van lines liability. The review could take 15 business depending on if additional information is required from the customer.
Thank you,
***** *******Initial Complaint
Date:08/23/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This was an extremely disappointing experience, particularly that we had used Mayflower for a cross-country move and had a positive experience. We first learned the day before the move that there was no driver available to deliver our items, therefore a local crew would collect our items and bring them to their warehouse to await an available driver. After the pick-up, the communication was very poor as I was constantly contacting them to request information. The day before the close of the delivery window I learned that they would not honor their commitment and would be late. When we finally received a delivery date (13 days after the pick-up), I learned that the truck experienced a mechanical issue and that it would not make the (late) delivery. When the items were finally delivered, I was told that they were moved from the disabled truck to another truck, therefore our items were moved three times. The result was that our boxes and containers were crushed and many items were damaged. Since we packed the items ourselves, we were told theres no recourse for broken items as, which is completely unfair as they crushed the boxes with three moves. The delivery team acknowledged that they were unable to fit all of our items and left things behind, for which we never received. I submitted a claim for damaged items and was told I would receive a response in three business days, but six days later there has been zero response.Business Response
Date: 08/23/2022
Please transfer this complaint to the Eastern Missouri BBB so that Mayflower Transit can respond appropriately.Business Response
Date: 08/30/2022
Hello-
- 7/13/2022 Packed/Loaded/G-11
- 7/18/2022 7/25/2022 Deliver Window
- 7/20/2022 Hauler loaded shipment from G-11
- 7/26/2022 Shipment delivered 1 day late
- 8/9/2022 Customer filed Household Hoods Claim and Delay Claim
- 8/17/2022 Claims Adjuster Contacted customer confirming confirmation of claim.
- Missing items are listed on claim, therefore a trace has been requested with the hauler and warehouse
- Claims Adjuster requested substantiation from customer on items claimed over $200
- 8/23/2022 Claims Adjuster followed up on status of the trace with warehouse and reviewing paperwork/photos of the damaged items.
- 8/26/2022 Goal is to have this claim settled out within 30 days with the customer. We have requested a waive of inspection and a bingo from the liable agent and just waiting on their approval.
Thank you,
***************************
***********************
*********************
*****************************
Customer Answer
Date: 08/30/2022
Complaint: 17728125
I am rejecting this response because there were never any "bingo sheets" and it has been more than enough time to resolve this issue.
Sincerely,
***********************Initial Complaint
Date:07/31/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We/ve had 9 uneventful interstate moves – United Van Lines / ******** *********** was not the low bidder, and then subbed the execution to an outfit in ***** with horrible results. They used a driver who could care less and who subbed the actual labor to totally untrained and very reckless labor who drove 3 hours to the site. They ignored contract terms requiring a shuttle and 3 hours later hired a local * ****. After much dmage, disarray, broken furniture, reckless handling and poor customer support I would avoid these companies!Business Response
Date: 08/09/2022
To whom it may concern:I am responding on behalf of United Van Lines, LLC (“United”) regarding *** and Mrs. Dunne’s concerns.After arriving at the access road to the destination unloading residence, the interstate van operator determined that the 53’ interstate tractor and trailer could not safely use the access road. United was thus required to complete delivery of their shipment via a shuttle. The shuttle was performed with a vehicle that could safely use the access road to their destination residence. United completed delivery of their interstate shipment within the agreed upon delivery spread of dates on the Bill of Lading contract.*** and **** ******* complaint mentions purported cargo damages. As of August 4, 2022, United has not received any written cargo loss and damage claim for their shipment. A cargo loss and damage claim can be submitted online at “https://www.unitedvanlines.com/claims”.We regret that our services did not meet *** and *********** expectations. Thank you for the opportunity to address *** and *********** complaint.If there are any questions, please contact me.
Thank you.
Sincerely,
****** ******
Senior Paralegal, Cargo Litigation
Initial Complaint
Date:07/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We relocated from ****** to ******** in July 2022. The household was moved by United Van and one car was moved by Mayflower. When we received the car on 7/20, 6 days after loading, we couldn't tell any obvious damages. We sent the car for safety inspection the next day due to local law. The shop found front lower control arm damaged and passenger side light assembly loose. We submitted a claim and got denied because the Unigroup claim team stated the damages were original. I carefully looked through the paper work prior to loading and there's nowhere mentioned the light assembly had an issue and lower control arm damaged. The control arm is under the car. Without an inspection, we wouldn't notice the problem. The car has all required maintenance since we purchased as new and the latest service was on 3/29/2022 without any failure. No accident happened since then. There are scratches and dents but none of them is what we claimed for. If Unigroup decided the damages, lower control arm and light assembly are original damages, please show me the proof, as the paper work of the car description didn't point any of those. I must clarify that as a driver with limited knowledge of car, we would't know the issue until a professional inspected the car and notified us the lower control arm damage, which didn't exist before shipping. We spent $2700 to ship the car now need to pay another $1600 to fix it. We could have saved the money for a new car if we had known this would happen. Never experienced like this in our previous car shipments.Business Response
Date: 07/29/2022
We have received the documents you filed with the BBB. Please provide a copy of the Estimate/Bill of Lading that you were given for the transport of your vehicle so we can look into your concerns further. Thank you.Customer Answer
Date: 08/04/2022
I've attached the quote for the auto shipping. This was paid in full on 7/2/2022.Business Response
Date: 08/16/2022
At the time of delivery, the customer was given documents to notate any new damages to the vehicle. The customer signed that there was no new damage to the vehicle when we delivered it to them. Vehicles are susceptible to damage at any time, and without the customer notating new damage we have no evidence that the vehicle was damaged while in our custody and control.Thank you,
***** *****
Customer Answer
Date: 08/16/2022
Complaint: ********
I am rejecting this response because:1. The reason for decline my claim was not what the company responded. The settlement letter was below
Denied-Pre-Existing Damage Found
Prior to loading your household goods, the (United) representative completed a Household Goods Descriptive Inventory, a document required of all interstate carriers. The Inventory serves two purposes: to list each item presented for interstate shipment, and to indicate the condition and quantity of every item tendered to the carrier. When the inventory and loading of your shipment was complete, (you or your designated representative) signed the Descriptive Inventory, indicating that all items listed were tendered for shipment and that all items were in the condition noted by the crew member. A review of the Household Goods Descriptive Inventory reveals that the (item), claimed as damaged in transit, was inventoried at origin as having the same damage you have claimed. Because the damage existed prior to (United’s handling of the shipment, United must deny liability for the (item).Please see the quoted
"A review of the Household Goods Descriptive Inventory reveals that the (item), claimed as damaged in transit, was inventoried at origin as having the same damage you have claimed. Because the damage existed prior to (United’s handling of the shipment, United must deny liability for the (item)."
I asked the company to show me the documented damages on the lower control arm and light assembly and they failed to respond me. They denied not because we didn't find damage when we signed to receive the car. They denied because they assume the damages were original. But those damages are not recorded on their pre-loading inspection.2. For the light assembly, ****** service center did a easy fix without charging any. The first claim submitted was to replace that assembly but no longer needed. For the lower control arm, it's under the car. We wouldn't notice it before the safety inspection. If the city doesn't ask for it, we would drive the car until next service due or an accident happens whichever comes first, as for not being an mechanician, we have little knowledge of that part which we can't see without an expert pointing out. The car was drivable when we received it. The next day, the car failed the inspection due to the lower control arm damage. The mileage cost between loading the car and safety inspection was only 6 miles, exactly matching the distance between our home to *** then mechanic shop. Like I stated early, we regularly servicing our car and the latest report had no warning about the control arm or anything else. We were confident that our car was in good mechanic condition (except scratches).
We submitted the original claim for $1600 because the first mechanic shop quoted to replace both parts. We got a second opinion from ****** center and was told we might not need to replace the light assembly. After Unigroup sent the appraiser for inspection, we immediately had the car repaired and successfully reduced the cost to under $700. I mentioned the cost could be less than what we submitted. But Unigroup denied the claim using a very irrelevant excuse.
Sincerely,
**** ***Business Response
Date: 08/26/2022
We will be reaching out to the customer to offer a customer service gesture in the amount of $509.95 based on the receipt provided by the customer from the ****** Dealership to resolve this dispute.Sincerely,
***** ******
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