Business Profile

Movers

United Moving And Storage LLC

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Complaints

Customer Complaints Summary

16 total complaints in the last 3 years.
3 complaints closed in the last 12 months.

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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:12/10/2024
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.
Dont use this company they are con artist giving Veterans a bad name! The price went from $2888.12 to $7660.03 the night of the move. I signed a contract and paid a $830.78 non refundable deposit for the lower price. To add insult to injury when I tired to call the company to complain about the increased amount all the numbers I had were non longer in service(DISCONNECTED)! I gave an extremely detailed list of all my items, gave sq. footage of the apartment, and did a video of everything. This was to make sure there was no confusion of what I had to move. The movers finally showed up after dark on the last estimated day of the move with the new contract to sign and the increased price. I refused to sign the new contract and they left. I am out of the $830.78 and still had to find last minute movers for an out of state move.
Business Response
Date: 12/10/2024
As outlined during the booking process our quotes are based on the volume and space the items utilize on the truck. According to our records, before pickup, this customer's estimate was based on an inventory of 29 items, 110 pieces. At the time of pickup, however, the inventory increased to 34 items, 142 pieces. This increase in items required additional space on the truck to accommodate, leading to a price adjustment. Much like adding items to a grocery cart, the total cost increases when more items are added. This process is in line with standard moving industry practices and is clearly outlined in the signed estimate. The deposit secures the reservation and covers the administrative costs associated with booking and coordinating the move. It is stated on the contract as well as in the electronic signature terms that if a customer cancels at the time of pickup all prepaid deposits are then forfeited. At the time of pickup, our team provided an updated contract reflecting the revised inventory and associated costs. When the customer declined to sign the updated estimate, the team respected their decision and refrained from proceeding with the move. We understand how this situation caused frustration and inconvenience, and we sincerely apologize for any stress it caused. Finally, we regret that this customer had difficulty reaching us during this process. Unfortunately, if it is outside of normal business hours the customer would get our voicemail system. Our phone system has always been up and running unless there are extenuating circumstances like a power outage, internet connectivity issues, etc. We can always be reached via email which is listed on the top of customer's estimates. We value all our customer's feedback and are committed to improving our services and customer experience. If this customer would like to discuss this matter further, please contact us at ************. We are here to help clarify any remaining questions or concerns.
Customer Answer
Date: 12/12/2024

Complaint: 22661279

I am rejecting this response because:
Everything the company is saying is a lie! I didnt add more items, I stated everything that needed to be moved as well as gave the square footage of my apartment. I allowed the company to tell me how much space was needed based on my items and they gave the wrong estimate. I did not call outside of normal business hours. Every number I previously talk to someone on was disconnected!
Sincerely,

***** *******
Business Response
Date: 12/16/2024
Before the customer's items were picked up the inventory consisted of 29 items, 110 pieces estimated to utilize 582cf of space on the truck. At the time of pickup, the customer had more items which took the inventory to 34 items, 142 pieces which we estimated to utilize 800cf of space on the truck. This increase in the inventory is what caused an increase in pricing because the customer needed more space on the truck to accommodate. The contract that the customer signed at booking states, "only the items listed above are included in this quote. Quote is based on the space that items utilize on the truck. Any additional items, volume, or services will result in additional charge." The customer was sent the revised estimate with the updated inventory and related pricing before the items were loaded onto the truck. The customer was given the option to stay at the previously reserved amount of 582cf and to fit select items into that space however the customer did not want to do that. It was explained that if they wanted to include all the items the price would increase since they would be needing more space on the truck. Since customer did not want to stay at the original estimate and they didn't want to pay anything additional we were forced to leave.
Customer Answer
Date: 12/16/2024

Complaint: 22661279

I am rejecting this response because:
My items didnt change from what I originally listed. The company gave me a significant lower estimate of how much space was needed. Then they steadily increased the amount saying I needed more space.

Sincerely,

***** *******
Business Response
Date: 01/06/2025
At booking customer had inventory of 22 items, 74 pieces estimated to use 520cf of space signed by customer on 11/15/2024. During quality assurance call before items are picked up to ensure there has been no changes in items since booking customer had inventory of 29 items, 110 pieces estimated to use 582cf of space on the truck signed by customer on 11/20/2024. At pickup on 11/24/2024 customer had more items than what he had told us 4 days prior. Inventory consisted of 34 items, 142 pieces estimated to use 800cf of space on the truck. It was this customers due diligence to give us a TRUE accounting of the inventory. More specifically during the quality assurance call these adjustments could have been made prior to the customer's items being picked up. Our operations manager did his very best to try to accommodate this customer throughout the entire process, however during the quality assurance call this customer decided not to include ALL of the items they needed moved. As stated on all the signed estimates, discussed during booking and reiterated during the quality assurance call the quote is based on the space the items utilize on the truck, and if at the time of pickup there are additional items that require more space they will be charged for the adjusted volume. Please reference the images of this customer's estimates.
Customer Answer
Date: 01/07/2025

Complaint: 22661279

I am rejecting this response because:
As I stated before I was given the estimate from United Moving and storage based on the same amount of stuff. I told the associate as well as had a video of the unit. I also gave square footage of the apartment. Their associate gave me a low ball estimate of space. Each time I spoke to the company to confirm, I would bring up how on the invoice says little inconsistencies like mattress and box spring but I told the initial person it was a bedroom set with dressers and night stands. Before solidifying the initial quote I brought this up and was told of it is noted but it wasnt. The company purposely gave me an inaccurate lie estimate of how much space I needed so they could increase the amount.
Sincerely,

***** *******
Business Response
Date: 01/07/2025
Thank you for your response. We understand your concerns regarding the estimate provided and the details discussed during the quoting process. Our sales representatives are trained to provide the most accurate estimate possible based on the information provided by customers, and they have no incentive to lowball estimates, as their commission is based on the total sale amount. It seems we have differing perspectives on this matter, and at this point, we will have to agree to disagree. We stand by the process and services outlined, as well as the terms of the agreement you signed.
Customer Answer
Date: 01/09/2025

Complaint: 22661279

I am rejecting this response because:
The customer service representative did just that of giving me a lower amount estimate. It is one thing to be a couple hundred dollars off, but not increase the amount by an additional $4000. Your company gives customers an inaccurately low estimate, have people pay the no refundable deposit, then show up the night of the move with a significantly higher price. It is done this way expecting to back people into a corner to pay the higher prices because of the last minute increase.

Sincerely,

***** *******
Business Response
Date: 01/09/2025
Thank you for your response. We understand your frustration regarding the difference between the initial estimate and final cost. Adjustments are made to reflect the actual space and resources needed based on the final inventory, not to pressure customers. Our sales representatives have no incentive to lowball estimates, and we stand by the terms of the agreement you signed. While it seems we are at an impasse, we appreciate your feedback and will use it to improve our processes.
Customer Answer
Date: 01/09/2025

Complaint: 22661279

I am rejecting this response because:
Nothing changed in my inventory from the first conversation vs the last conversation, other than the price. The price went from $2300 to $7600. I was wrongly quoted a low ball amount to get my business and then once the deposit was paid the amount significantly increased. If I was given the ending dollar amount originally I would not have moved forward with this company. I found the industry standard for all of my items to be shipped between $3400-$3750. The $7660 isnt even a reasonable price that United Moving and storage wanted to charge me.

Sincerely,

***** *******
Business Response
Date: 01/13/2025
There is nothing additional to add at this point. I have even attached documentation showing that the inventory had increased.
Customer Answer
Date: 01/15/2025

Complaint: 22661279

I am rejecting this response because:
The inventory increased because of your company. I told them the exact same amount of things. Each time United moving and storage gave me a reason of why I needed more space. My issue was I didnt increase my items from the initial conversation. United Moving didnt properly put the amount a space aside to give me an accurate quote. I want my deposit back because it was agreed to under false pretenses. United Movings employee gave me a purposely low estimate to get my money. I told the company accurately what items I had and with a video that didnt change on my end. Their prices kept changing.

Sincerely,

***** *******
Business Response
Date: 02/06/2025
I have responded to this complaint several times. There is nothing additional I can add at this point. If the customer does not understand the previous responses all I can say is that I've tried my best to be clear in my responses. Please refer to previous responses for detailed explanation.
Customer Answer
Date: 02/06/2025

Complaint: 22661279

I am rejecting this response because:
It isnt a matter of understanding. Your company mislead me by low balling the estimate in order to get my deposit money. The employee gave me an estimate that was more than $4500 less than the amount they tried to charge me. If the original estimate was within a few hundred of the final amount I wouldnt have an issue. An estimate means youre in the ballpark range of something, not a few thousand dollars off. I wouldnt have gave a deposit and would have said no thank you to this company, if I wasnt mislead into this transaction. My total amount of property didnt change your companys dollar amount kept changing.

Sincerely,

***** *******
Initial Complaint
Date:11/18/2024
Type:Order 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.
Moving To whom it may concernOn 9/17/2024 we hired and paid:United Moving and Storage4045 *************************************** Phone: ************** DOT #: ******* MC #: ******** On 9/17/24 we paid a depositOn 9/17/24 we paid 1 payment due on date of packing the truck and loading.We were told we had insurance and we had 45 days of storage. We were harassed by the moving company owner on 10/16/24, my balance was $3200 and he told me twice he was going to sue me for $10000, for him delivering before the agreed upon 45 days.We were told our billing was based on cubic space used in the truck, however my furniture was driven from ********** to ****** with furniture ruined and hanging off the back of the truck. I have a witness and video from the storage unit to confirm the furniture outside the truck.I had several items ruined and need to file a claim. He was made aware of it and never responded after receiving his final payment.I need BBB to request a copy of the contact including the insurance information since I can assume he didnt contact them once he was notified of the damaged furniture/ goods.Thank you ****** *****
Business Response
Date: 11/18/2024
We sincerely regret that this customer experienced difficulties during their move. We appreciate the opportunity to address this complaint and clarify our role in their relocation. As a moving broker, our primary responsibility is to act as a scheduling agent and coordinator. We work with licensed and insured carriers, such as A&L Moving and Storage, to facilitate the move. However, we do not physically handle or transport customers' belongings, nor are we responsible for the carriers' operations or conduct. We understand that damaged items and disputes regarding delivery dates are frustrating and stressful. Since the physical handling of this customer's belongings and the delivery was conducted by the carrier, any claims for lost or damaged items, or concerns regarding the service provided, must be filed directly with the carrier, A&L Moving and Storage. We recommend reaching out to their customer service department to initiate the process. We will also reach out to the carrier on your behalf. This is the first time we are hearing about the issues this customer encountered. We encourage our customers to contact us directly if any problems arise during the move, as this allows us to assist and address concerns promptly. Unfortunately, we were not notified of this customer's concerns until this ******************** complaint, which limited our ability to provide support sooner. To assist this customer further, we can provide guidance on filing a claim with the carrier or address any additional questions. Please contact us directly at ************ so we can help facilitate a resolution with the carrier. We value our customer's feedback and are committed to improving our services and communication. Thank you for giving us the opportunity to respond.
Business Response
Date: 11/18/2024
We have reached out to the carrier, and they were unaware that the customer was unhappy as well. It has been confirmed that the customer has 45 free days of ********************** on their contract. Since the customer's items were delivered before the 45 free day period ended the carrier has agreed to reimburse the customer for the 5 days that they did not have their items in storage. We tried calling the customer together on a ***** call, however she was not available. Hopefully we can get in contact with the customer because we would like a resolution that makes all parties happy.
Customer Answer
Date: 11/25/2024

Complaint: 22563117

I am rejecting this response because:
I requested a copy of the contract and did not receive it.

Sincerely,

****** *****
Business Response
Date: 12/04/2024
Since the move was performed by the carrier, A&L Moving and Storage the customer would need to reach out to them to obtain the contract. We have the booking contract for the customer but anything regarding pickup and after would be with the carrier. If the customer would like a copy of her booking contract, we would be happy to provide that.
Business Response
Date: 12/11/2024
This is the customer's paperwork from their carrier.
Initial Complaint
Date:06/17/2024
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 paid for a parcel of a truck to move from ***** to ******* with United Moving, scheduled with a window of May *****. This also was to include loading. I gave an inventory list, and was not told about additional fees for a recliner. They tried to charge me for stairsthere were no stairs. I was told I would be called between 6 and 8 pm the night before loading to give me a 2 hour window for the day of loading the following day. No one called on May 28, so I assumed the loading was going to be May 30. On May 29 no one called between 6 and 8. I called all the contacts I had and finally got in touch with someone at 9 pm. I was told the load would be on Thursday, May 30 between 5 and 7 pm. No one showed up due to heavy rain. After again making multiple calls, I was told it would now be the following morning. Only one guy showed up with a dolly for the movelate. He had his young daughter with him which made the process very inefficient. A friend and I ended up carrying about 1/3 of the boxes because of the delaysNOT what I paid for. Finally the job was done and I was on the road. I got a call at 7 pm that night that the driver could not cross state lines until I signed something. This could not have been communicated before this? It has now been 14 days since loading, and my items have yet to be delivered. It is difficult to reach anyone and I always get the same storythe truck is loaded and we will give you an updated ETA shortly. I have moved several times, and this is by far the worst service I have ever had. I dont know if I will actually get my items or not.
Business Response
Date: 07/02/2024
We spoke with customer at approximately 6 PM (PT) on 5/29/2024 to confirm her for pickup the following day 5/30/2024 with the driver to arrive between 5-7 PM. The customer was not happy that the crew was scheduled to arrive late in the day and with the additional bad weather that evening the pickup was rescheduled for 5/31/2024 with an arrival time of 8-10 AM. No one wants the customer's items to get wet so it was best to postpone pickup until the next morning. The customer's items were picked up on 5/31/2024 by Royal Moving and Storage who was this customers carrier. The customer was not charged for any stairs at her pickup location, although she was charged an additional $100 for an oversized recliner. The customer was sent her Bill of Lading via DocuSign on 5/31/2024 and this is the document that is required to be signed before the truck crosses state lines with the customer's items. It took a bit of time to get the paperwork together and once the dispatch manager had completed the documents, she reached out to the customer to sign. I apologize for any inconvenience caused by calling the customer in the evening when she was on the road driving. Regarding delivery, this customer had standard delivery service for her move which is an estimated delivery timeframe of approximately 7-14 days from the customer's **** (first available delivery date). This customer chose the date of 6/2/2024 as their ****. The **** is not a guaranteed date for delivery, it is the first date the customer is ready to accept their items for delivery at the destination location. Therefore, delivery can commence from the **** going forward, and no sooner. The ********** of ************** provides all intrastate carriers with 30 business days to deliver a customer's items from their ****. Although it rarely if ever takes Royal Moving and Storage that long to deliver customer's items. On 6/14/2024 the customer was notified that her items were loaded and in transit to her and that she could expect her delivery in the few days with the driver giving her a call once he got closer to her area. This customer's items were delivered on 6/16/2024 which was within the contracted dates for delivery. Also, we spoke with this customer many times from booking to pickup to delivery and after, so I'm confused as to why this customer is saying it was difficult to get ahold of us. We are always available to assist customers Monday-Friday ******* (PT) when they call into our customer service line at ************.
Customer Answer
Date: 07/18/2024
In the process of moving and starting a new job, I did not respond as timely as I should have. The company was not completely honest in their response, which is not surprising. They were extremely difficult to work with and did a very poor job. They ruined several of my items as well as damaged the artificial turf at the house I am renting. This has been a complete nightmare. I have opened a claim for the damaged items, which has had no response. I just hope to save other people from the headache of doing business with this business.
Business Response
Date: 07/23/2024
We don't process our customer's claims in-house. I suggest that this customer reach out to CSI Pros to inquire about the status of their claim. They can be reached at ************ or by email at *******************
Customer Answer
Date: 07/24/2024

Complaint: 21847993

I am rejecting this response because:
I have reached out to them, and they dont respond YOU are the ones who ruined my belongings and put me in a very difficult situation with my landlord. Worst experience Ive ever had with moving and it was a mistake doing business with you. *** left a review on Yelp explaining how it went with you to hopefully save anyone else from a similar experience.

*******************************
Business Response
Date: 08/09/2024
We do not process our customer claims in-house. We have a third-party company; CSI Pros file our customer claims for us. We sent ***********;********* the claim information via email on 06/24/2024 so that she could file a claim for compensation for any items that are missing and/or damaged during her move. As of 08/09/2024 Krista ********* has not submitted a claim. We do not do this for her, although we can assist if she has any questions or concerns or requires any paperwork. Customers have nine months from the date of delivery to file their claim. If the customer needs anything further, we are available Monday to Friday 9AM-5PM (PT). Please refer to previous response regarding customer's other issues.
Customer Answer
Date: 08/12/2024

Complaint: 21847993

I am rejecting this response because:
I got the attached confirm from CSI on June 28. Since then I have attempted to contact them multiple times to file a claim, but cannot reach a live person. Both companies have been a nightmare to deal with.

Sincerely,

*******************************
Business Response
Date: 08/14/2024
The claim process is done through their website and through email so that it can be documented. After registration with CSI Pros the customer is assigned a case manager, and they will be provided with their extension and email address. The information for CSI Pros is below:
************ Direct
************ Fax

Email: ******************
Web: ***********************
Initial Complaint
Date:04/04/2024
Type:Order 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 Moving and Storage for my family's move from ***********, ** to ********, ** on March 04,2024. *********, who said was the owner of United Moving and Storage, sent me a Binding Moving Estimate for the specific items I wanted to move. The binding estimate was to move the following 18 items(48 total pieces):12 SEAT PATIO 1BED, KING (WITH MATTRESS)1BED, TWIN (WITH MATTRESS)1BOOK SHELF KIDS 1BOOKCASE 6X3 25BOX, MED. PBO 18X18X18 1CHAIR, ROCKER 1COFFE BAR TABLE 6DINING CHAIR 1DRESSER, CHILD 2PATIO CHAIR 1ROWING 1SM BOOK CASE 1SM DINING TABLE 1SM PATIO TABLE 1T.V. FLAT SCREEN- ***** 1TABLE, ENTERANCE 1TODDLER TABLE AND CHAIR ********* emailed me the binding contract to sign, and I paid a $700 check for the deposit. The Job Number was UU4539307, he gave me a two day pick up window which was for 03/09/24 or 03/10/2024. The total moving binding estimate was $2,455.39 The movers did not come on 03/09/2024 or on 03/10/2024. On 03/10/2024, I received a call in the evening telling that the movers were running behind, and would not be able to come that day. I told the lady that was a great inconvenience for me, and the lady said that the movers would be able to come the next day firs thing in the morning, and that there was nothing she could do about that. The movers got there on 03/11/2024 at 1:00 pm, a day late and not first thing in the morning. As the movers where loading the truck, one of the guys told me to look at my email for my final estimate to sign. The email was from ROYAL Moving company not United Moving Company and the estimate was for $4,177.47 for the same 18 items above. I called United Moving to tell ask them why I am getting a different estimate the day of and by another company when I already had a signed binding estimate with United Moving Company. They said they would look into it and would call back, they never did. I called ************* to explain what happened and they were extremely rude and said I either pay the amount or cancel the move. I was not going to pay another company for my move and pay double when I already had a signed binding contract with United Moving Company. I have tried to resolve with United Moving Company and with Royal Moving Company to get my $700 deposit back and they have been non responsive, pushing me to voicemail or telling me they will call back. Royal Moving company told me they will not refund my money because I canceled the move the day of, they won't even listen to me to try to resolve this problem. I demand my $700 deposit to be fully refunded because this was United Moving Company breaching the binding moving estimate contract. They sent Royal Moving Company and they came a day late and wanted to double the amount for the move as they were loading up the truck. This cancellation was not my fault, they did not follow through with their responsibilities. I had to rent a U-Haul Truck that day and drive to ********, ** myself because of this. I just want what is fair and get my deposit refunded.
Business Response
Date: 04/09/2024
Were sorry to hear that ************************* feels as though we did not follow through with our obligations however, we attempted to provide her with services according to the signed contracts. To try and clear things up, ************************* booked her move with United Moving and Storage, who is a moving broker. As a broker United does not physically handle the move. The booking contract that ************** signed on 02/15/2024 states in big bold letters, Untied Moving and Storage has been hired as their moving coordinator/booking agent/scheduling and support team, not to handle or otherwise participate in the move as laborers or carrier, in acting as a shipper/logistics and scheduling agent only. United Moving and Storage is not responsible for any acts or omissions of the carrier or its employees or agents. Customer must pursue the carrier for all claims for property damage, personal injury, or death, including, without limitation, any claims for damage to property, stolen goods, lost items, delayed pickup or delivery, actions of estimators, drivers,packers, or movers. ************************* also signed her bill of lading on 03/06/2024 which lists Royal Moving and Storage as the carrier who will physically be handling the pickup and delivery of her goods. ************************* should not have been surprised or upset that Royal Moving and Storage arrived to perform her move,because she was notified of this prior to the pickup of her goods.
Regarding her quote, we supply a customer with a quote based on the items that they provide to their sales representative because they will be paying for the space that their items take up on the truck. If a customer does not supply to us accurate information regarding the items that they will be including, then we would not be able to provide them with an accurate quote. It was explained to the customer at the time of booking that the quote is just an estimated based on the items they provide,and any additional items or services would result in additional charges. This is also stated on the booking contract that ************************* signed on 02/15/2024.At the time of booking ************************* had 18 items, 48 pieces which was estimated to utilize 429cf on the truck. Her reservation was locked in at the price of $4.25/per cf, which means if there is additional space that is needed then she would be charged at that locked in rate per cubic foot. The total price of her move is not locked in because you can imagine then customers would intentionally not provide us with all of the items at booking in order to get those items included free of charge come the move day. Our reps explain that it is similar to shopping at the grocery store, if you add more items to the belt at check out then the price of your groceries would increase. At the time of pickup ************************* had additional items as well as some of her items were bigger than expected which consisted of a bed in a box, 1 headboard, master bedroom bed, misc. bags. This caused her items to need additional space on the truck which was estimated to be 650cf. We realize that the carrier did arrive 1 day outside of the pickup window, and she would have been provided compensation for that delay. A final estimate was sent to ************************* with the related pricing. It was explained that she could choose to stay at the previously reserved amount of space (429cf) and select items that would fit into that amount of space or if she chose to take all of the items, she would be required to pay for the additional space that her items were using on the truck.
Instead of choosing one of those options ************************* chose to cancel her reservation. Our dispatch manager explained that if she was canceling at pickup then her deposit would be non-refundable.This is stated on all the contracts that ************************* signed and agreed to. All of this was explained to ************************* over several phone calls between 3 different employees, so to say that we were not responsive is incorrect. It was explained to ************************* that the deposit covers the expenses of the crew,the truck, fuel, labor, and the space on the truck that no one else can use because it was reserved by *************************. On the day of pickup, the crew drove the truck from the trucking hub in *********, ** to the pickup location in ***********,**. The deposit covers the expense of this 1,166-mile round trip to and from the trucking hub. The fuel, taxes and tolls are all calculated into the deposit. The deposit also covers the space on the truck if it were to remain empty. It is only covered at a small percent rather than the full amount. The crew was ready and willing to provide services to *************************, however she refused our services which then makes her deposit forfeit per the contracts that ************************* signed on 02/15/2024, 03/04/2024, and 03/06/2024.
Initial Complaint
Date:07/12/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We signed up with United moving when we moved from CA to **. When we signed the contract they were United Movers, now they are Royal Moving Co We had to wait for our house to be built, so needed storage for many months. They assured us of many things that never happened. They promised and inventory, insurance would be offered, prompt and professional moving. -You can buy insurance for your property when we pick them up; this was never offered, the * Haul guys knew nothing about this. They pay .60 per pound for lost of broken items. They never allowed us to buy the insurance -They said they were not brokers, we initially spoke with a broker, mis representation -They did not show up per our pick up agreement: when they showed up to pick up our entire home of furniture, it was 2 guys and a rented *Haul. No insurance, no inventory -They followed up to request regular payments on our things, which we paid, but they did not keep us up on regular inventory and where are things were stored -When we finally had our things delivered, many items were missing, storage boxes broken and 5-6 missing boxes, our tempurpedic mattresses, our bases were broken, my antiques were scratched and broken, tools and dolly missing. -They will no unload anything until you pay them in cash or cashiers check. So you have no recourse for missing items, you must pay them to get your stuff out of the truck. -When we called to to have our things delivered, they said they could not get things on the date we requested and would be later that week, then they called and showed up the next day. We had to move fast -When its all said and done, we had to settle with them at .60 cents per pound!! being stored. -Pick up and. delivery were in unmarked trucks, *Haul on pick up and blank white truck for delivery, no uniforms or professionalism. I have no idea what happened to our missing Tempurpedic mattresses, boxes, tools and how so many things were broken. and destroyed. Very frustrating.
Business Response
Date: 07/13/2023
We apologize that this customer feels that the service we provided did not meet his expectations. We have spoken to **** and ************************* several times regarding the issues that they had with their move,however since they have posted this complaint we will address them again. *********************** booked with our brokerage company United Moving and Storage. The parent company of United Moving and Storage and name of the merchant account is Royal ********************** and Storage. It was never stated that United Moving and Storage is not a broker. This is stated on the booking estimate that *********************** signed on 01/04/2022 that he is booking with a broker and United does not act as carrier for his move. Royal Moving and Storage participated as carrier for *********************** move. It is discussed at the time of booking that we do not sell insurance,however if a customer wants additional insurance to cover their items during their move we can provide the name of an insurance company that we work with or they could add a rider to their own homeowners or renters insurance. It is stated on the booking contract that we provide the customer with the basic level of liability coverage free of cost in which compensation is 60 cents per pound per article for any damaged and/or missing items during their move. If a customer wants additional insurance, it must be purchased and set up prior to the customers items being picked up. *********************** spoke with customer service representative **** on 03/15/2023, which was just about a month before his pickup window, during this call she supplied him with the insurance information and referred *********************** to ***************** At the time of pickup *********************** requested additional insurance from the crew that was present. It was explained again that additional insurance had to be added before pickup and if they did not set that up already it was unfortunately too late to add it, but he still had the basic level of coverage. *********************** was not satisfied with that response and called into the office. We gave *********************** the same information regarding adding additional insurance that we had previously provided him with. For pickup the truck that we had dispatched out to pick up his items had mechanical issues on the road. In order to not delay his pickup, we rented a U-Haul truck to be able to accommodate his pickup on the requested dates.*********************** items were picked up on the 2nd date of his requested pickup window. On 05/26/2023 after the items were picked up *********************** called into the office to inquire about where his items were stored. We provided location information, pictures of his items and inventory were sent to him.Multiple representatives have spoken to *********************** on multiple occasions regarding additional insurance before and after his items were picked up. On 12/20/2022 *********************** gave us his FADD (first available delivery date) of 02/01/2023,which is not the specific delivery date, it is the first date that he is ready to accept his items for delivery. On 01/30/2023 *********************** called into the office asking for a delivery update. We explained that dispatch was still working on scheduling, but we would try our best to deliver as close to 02/01/2023 as is possible. *********************** was not happy with this answer, and he got very confrontational, therefore the operations manager was put on the phone to continue the call. *********************** told the operations manager that he was going to come down to our office to fight him, therefore he was told to call us back when he was calm. We delivered *********************** items on 02/02/2023, which is one day after his FADD. It is stated on his Bill of Lading and all estimates that acceptable payment forms at delivery are cash or US postal money order which is due to the driver before the unloading of the goods from the truck. This information is also provided to the customer when he is confirmed for delivery by the dispatch department. It is also standard procedure for moving companies to request payment before the unloading of the goods. After delivery *********************** called into the office to let us know that he had some missing and damaged items, so the claims information was provided. On 06/08/2023 *********************** was provided compensation of $797.34 for his claim settlement. We apologize if *********************** feels that this is not an adequate amount for compensation, however we cannot provide additional compensation over and above the level of coverage that he had for his items during the move.
Initial Complaint
Date:04/28/2023
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
On March 1, 2023 I paid a deposit of $700 to Royal Moving and Storage. I was promised a cost of $2491 for a delivery of no later than March 19. On March 3, I received a phone call informing me I would have to pay an extra $800 for a 3 day delivery window, and that my shipment was scheduled for "some time" in the two weeks after March 16. My moving coordinator, "***** LAST NAME UNKNOWN" at ******************, promised me that the delivery would be there by March 19 because the drivers had "notes" and that I would only have to pay for guaranteed delivery on March 16 - very much contrasting what I had been told officially over the phone. Since it was within a 72 hour window, I informed ************ would request a refund and sent an email out cancelling my services and requesting a refund. I tried calling and heard nothing. I created a dispute with my bank for the $700.00 charge. I then received a call from "****** LAST NAME UNKNOWN" at ****************** saying that if I were to cancel my dispute and let her know, she would refund me. I then cancelled my dispute and attempted to call her back to no avail. I sent an email on March 3 letting her know that I no longer had a dispute open and to please refund me to no avail. I tried calling that same number back many times.25 days later on March 28, I accepted that Royal Moving Storage had lied to me and would not refund me. I opened a dispute with my bank, Chase. I lost the dispute as *************** said that Royal Moving Storage said I never cancelled my services within the 72 hour window, another lie. I am looking for my $700 back. I have since found the Royal Moving Storage number and have talked to "**** LAST NAME UNKNOWN" at ******************, who consistently lied and told me I was wrong, while offering no explanation for my experience. She said they did not refund me because "of your ongoing dispute which you lost." I did not start an actual dispute until March 28. Why was I not refunded prior to March 28?
Business Response
Date: 04/28/2023
This customer was never "promised" a delivery date by his sales rep. All calls to and from this customer are recorded and have been reviewed. This customer had booked with standard delivery service from CA to ** which is an estimated **** day time-frame. When this customer spoke with our quality assurance manager regarding added expedited delivery service and the corresponding pricing, he did not want to pay anything additional and requested to cancel his booking. Per the customer's signed contract their deposit is nonrefundable since the customer booked his move within 7 days from his first scheduled pickup date. In an act of good faith upper management decided to provide this customer with a refund of his deposit even though it is not normally refundable in this situation since the scheduling and dispatching process was already in progress for this move. The account department then reached out to this customer to cancel his booking and provide the customer a full refund. However, the customer had disputed the charges with his bank already, so we were then unable to refund the deposit. It was explained to this customer that we would have to let the bank process the dispute and any funds if they were to be returned would then come from the bank. This customer says that they had cancelled the dispute, but we did not get a call from him notifying us that it was cancelled. When we received the dispute we had to respond to it as is normal protocol with our merchant account. This customer did lose his dispute since per contract the deposit was nonrefundable at the time of booking. The customer agreed to the terms and conditions of the contract when electronically signing his booking estimate. We have explained all of this to this customer on his multiple recent phones calls to our office this week. When a customer disputes charges with his banking institution the funds are then tied into the banking system for a period of time. We explained that he does have the option of submitting a second dispute, however we would still be required to answer it. When a customer cancels outside the cancellation window were the deposit is nonrefundable the funds can be put into escrow for a customer to utilize for 1 year from the date of cancellation.
Customer Answer
Date: 05/01/2023

Complaint: 19991652

I am rejecting this response because:
This customer says that they had cancelled the dispute, but we did not get a call from him notifying us that it was cancelled.

This is not true I did notify you on March 3 that I had cancelled the dispute via email to ************************************************
I also called the number who originally called me and instructed me to cancel the dispute in order to get the refund - ****** from accounting.

Sincerely,

******************************
Business Response
Date: 05/11/2023
We are not going to go back and forth with this customer regarding this situation. Multiple employees have spoken with this customer regarding this matter. Ultimately this customer filed a dispute with his bank, therefore the funds are tied ** in the banking system. We had reached out immediately after this customer let us know that he wanted to cancel to refund his deposit, however instead he chose to dispute the charges instead of giving us a moment to reach out to him to offer a refund. When someone disputes a charge with their bank, they suggest that you attempt to resolve it with the merchant first. This customer chose not to do that. We apologize that at this point there is nothing that we can do on our side.
Customer Answer
Date: 05/11/2023

Complaint: 19991652

I am rejecting this response because:
Here are facts:
1. I opened a dispute on March 3
2. Hours, not immediately after I had cancelled, ****** from accounting instructed me I could cancel the dispute in order to receive a refund
3. I canceled the dispute on March 3
4. I noticed your company
5. 25 days went by with no refund so I opened a new dispute which I then went on to lose because I dont know how to beat a predatory company

Sincerely,

******************************
Business Response
Date: 05/17/2023
This issue has been addressed with this customer on multiple platforms. We are not going to go back and forth with this. The customer disputed charges with his bank, therefore we have to respond to it. When a customer disputes their charges, the funds are tied ** in the banking system. We have spoken to this customer and let him know that his deposit cannot be refunded.
Customer Answer
Date: 05/17/2023

Complaint: 19991652

I am rejecting this response because:

youre saying you cannot refund me because of the dispute. However you told me on March 3 you could refund me if I cancelled the dispute? This was a lie. why did you say this?

Sincerely,

******************************
Business Response
Date: 05/29/2023
We have responded to this customer regarding this matter in length. We are not going to keep going in circles. We accept that unfortunately there will be no resolution with this customer.
Customer Answer
Date: 05/31/2023

Complaint: 19991652

The resolution is really easy:
Tell the bank how you offered me a refund and failed to refund me which is why I disputed it so the bank can give me the money back. Please stop lying in your correspondence with the bank
Sincerely,

******************************
Business Response
Date: 06/14/2023
We have responded to this customer regarding this matter in length. We accept that unfortunately there will be no resolution with this customer.
Customer Answer
Date: 06/14/2023

Complaint: 19991652

I am rejecting this response because:
The resolution is really easy:

Tell the bank how you offered me a refund and failed to refund me which is why I disputed it so the bank can give me the money back. Please stop lying in your correspondence with the bank
Yet, this company refused to play ball at all and instead will continue to be a predatory agency.

Sincerely,

******************************
Initial Complaint
Date:03/30/2023
Type:Order 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 with this company (********************************************************************************************** DOT *******; ph ************* Sales **** ****** ************* www.unitedmoving.co) for an interstate move on 3/28-3/29 from **** to *******. I talked with the ****** and went over a detailed list of my belongings. This past Sunday I additionally spent time on the phone with their ** person, ***********************. I let ****** know that I had eliminated quite a few furniture pieces but wanted to keep the quote the same so that I could add boxes up to the limit of the contract. I contracted for 100 boxes to be moved from my home and my storage unit. The young men who came to my house today told me I would have to 'prioritize' what I wanted to take because it would not fit in the truck. I said that I was willing to wait a day if they needed a bigger truck but that I had contracted for and wanted everything moved. The movers said that the agreed on cubic foot (****) would not accommodate all of my things and estimated I had **** cu ft of material. I said that I was told that the "binding" estimate would be honored and I would not be charged extra. Then one of the movers said that I was not the only one who has been upset. Together we called the sales **** ***** who did not answer multiple calls, and then called the ** person ****** who said that if I had more than the agreed on cu ft that it would cost extra or I would have to leave things behind. I said it was not my fault that they underestimated the cu ft, I told them exactly what I had in my home. I asked if their business model was to underestimate the cu ft so they could charge more when they got to a customer's house. ****** asked what I wanted to have happen, and I said I wanted every ***** of my $1640.00 deposit returned. Then I got a phone call from 'corporate" saying they would refund 1/2. I asked to speak to their boss and was told that ****** would call me back, but it has been hours and he has not called.
Business Response
Date: 04/10/2023
Our crew went out to this customer's pickup location in *****, **. When they got there it was explained the ****cf of space that she reserved on the truck would not be enough space for all of her items. It was estimated that the items would take up closer to ****cf in the truck. It was explained that we could take select items to fit in the ****cf that was reserved in which the price would stay the same, or take all of the items, however she would have to pay for the additional space that those items would take up on the truck. The customer would be charged at the binding rate of $4.00 per cubic foot for any additional space on the truck. It was also explained that our moving software attempts to get as close as possible to the actual cubic footage that a customer will need on the truck, however we will not know exactly how much space a customer's items take up on the truck until we are physically at pickup and view the items. Even if a customer provides the exact dimensions there could be some discrepancies because we will not know if all of the items are stackable until we arrive at pickup. This customer did not provide any dimensions for her items and when we arrived to the customer's pickup, we saw that multiple items were bigger than expected. Our contract states that if a customer cancels at the time of pickup the deposit is nonrefundable. In an act of good faith, we made a consideration in this situation and provided the customer with 50% refund of her deposit.
Initial Complaint
Date:01/30/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We hired this company to move our furniture and personal belongings from ******* to *****. On move out date 11/8/2022 we unfortunately realized we made a poor choice with this company but it was too late to find a new one. The cost doubled, the waiting time for our things to be delivered doubled as well. After several weeks waiting and frustration for the poor customer service skills of the people who run this company, we received notification of delivery. We were told we had to pay the balance cash before they would unload the truck, we did. The truck that was supposed to have more than half of our things ended up full of somebody elses furniture. I made the driver aware and he lost his professionalism with me out of frustration because he had to unload and then reload back on his truck. They had been paid, I did not have my furniture. A few days later another truck arrived, many items were damaged and missing. Extra items were left here, which did not belong to me. On 12/4/22 I called the company and emailed them pictures and description of broken and missing items as well as the items that were not ours. No call back, no response. I was able to find a way to contact the owner of the items that were left here, she received my missing items in ********** on 12/13/22, I talked to the driver who happened to be the same that picked up in *******, he assured me he will drive my items back to the warehouse and would be delivered to me. I have called several times to make sure my missing items are in the storage facility, I have received no confirmation just the same response we will call you when *************** going to *****. As of today 1/29/23 I have not received compensation for damaged items or a response about when my missing items -that are not lost, and should be in storage, will be deliver.
Business Response
Date: 02/03/2023
We have been in constant communication with this customer since the day of her delivery on 11/29/2022. We had explained the situation that some of her items got switched with another customer's load in error. This is the first time anything like that has ever happened and we are doing our very best to rectify the situation. Or claims department also explained that we have to process the claims in the order that they are received. It is my understanding that the claims department has sent this customer an email today, since they are currently processing the claim. We have notified the customer of the remaining items of theirs that we have stored in our NV facility, and that dispatch is scheduling out the delivery of these remaining items. The items will be going out on the next truck going to ID.
Customer Answer
Date: 02/06/2023

Complaint: 18947530

I am rejecting this response because first of all, we have not been in constant communication, I have called more than 4 times and have not gotten any specifics about when my items will be delivered or if they even were at the warehouse. I know they were found because I have been in communication with the other customer by my choice and because I located her.
I received an email response about my items after I submitted the complaint with BBB and I still dont have a date for delivery or reimbursement for damaged items.
I feel I have given you more than a reasonable amount of time to resolve the issue and the company has chosen to do nothing.

Sincerely,

***************************
Business Response
Date: 02/14/2023
We have processed this customer's claim for compensation, and it was sent to the customer on 02/07/2023.On 02/**/2023 the customer declined to sign the claim document sent via DocuSign to accept the claim settlement amount. Without the customer's signature accepting the settlement amount we cannot process the transaction.When we receive the customer's signature, we can then provide the compensation.Regarding the delivery of the remaining items, dispatch will reach out to the customer when they have completed scheduling. It is my understanding that there will be a truck going to ID this coming Sun/Mon, and we are hoping to be able to fit this customers items on that truck. Dispatch will call customer to confirm.
Customer Answer
Date: 02/14/2023

Complaint: 18947530

I am rejecting this response because:
Even though I received the claim form with the estimated reimbursement for damaged items, I have not received my missing items or an exact date they will be delivered. My response to their email was that I will sign the document once I have a delivery date for my missing items they claim they have in their possesion. This company has been responsive now that BBB is involved, before BBB was involved I kept getting the same answer "we will let you know when a truck is scheduled to go your way", I am sorry but at this point I don't trust them and will not close this complaint until my missing items are delivered to my house.

Sincerely,

***************************
Business Response
Date: 02/15/2023
Unfortunately, we can't provide information to the customer that is not available yet. Dispatch will reach out to the customer when the items are due to be loaded and depart our facility.
Customer Answer
Date: 02/26/2023

Better Business Bureau:

The company delivered my missing items on 2/26/23. Thank you for your help, I truly believe that the only reason they delievered them is because you were involved.
Sincerely,

***************************
Initial Complaint
Date:11/07/2022
Type:Service or Repair Issues
Status:
UnresolvedMore 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 signed a contract and completed the deposit with this company on 7/4/2022 for a move from *******, ** to ***************, **. We our agreement, the dates for my items to get picked up were 9/15/2022-9/16/2022. My items didnt get picked up until 9/18/2022, which was frustrating as I had to move my carpet cleaning appointment since our items werent out of our apartment yet. They asked when the first available drop off of my items could be, to which I gave the date 9/26/2022, while my husband gave the movers a date of 10/1/2022. I was told it could take **** days for our items. I didnt receive a call until 10/11/2022 saying our items would be loaded up on the truck the next day to come to us. Our items arrived on 10/20/2022, with more than half our items missing. The drivers had no idea I was missing anything, let alone so much. They said they only drive the truck but someone else loads the truck. I was given the number to customer service to call about my missing items. The representative told me to send her an email listing all the items Im missing. Later that day, I received a call from that same representative stating they had all my items at the warehouse and that they intentionally left the items behind because there was no room left on the truck, she stated that was in our file and that the truck drivers knew this information. I had to keep calling for almost 2 weeks to ask when my remaining items would arrive to which I eventually was told they dont have a date because there werent anymore moves coming out this way to batch my items with. On 10/29/2022, I emailed a supervisor explaining the situation and told her if my issue wasnt resolved I was going to file a complaint with the BBB. I never received word back from her but on 10/31/2022 I received a call saying my items would be loaded up the following day to get dropped off but it could take 3-7 days. This job cost me $5822 at minimum, I fully paid even though I was missing half my items. More info
Business Response
Date: 11/09/2022
All of this customers items did not fit on the truck to be delivered together on the first trip to the delivery location. Instead of holding up the delivery of all of this customers items, it was decided to send out as much as possible that would fit on the truck. The remaining items got assigned to go out on the ********** going to ** which is currently in transit to ****************, ** and is expected to be delivering this week. If this customers items are delivered past the 30 business days from their FADD (first available delivery date) then the carrier would compensate for the delay.
Customer Answer
Date: 11/09/2022

Complaint: 18366611

I am rejecting this response because: I dont understand the lack of communication from your company. Would it have been a huge deal to call and explain you couldnt fit everything on the truck before you sent it out? How come no one knew for hours why I only had half my delivery. I still havent heard from the delivery driver who has my remaining items (which is now 7 business days from when it sent out even though the window was 3-5 business days) and upon calling earlier, the manager couldnt even get in contact with the driver. After all the issues you guys have had, why am I not compensated to at least a partial refund? How do you not see that this is ridiculous on your part? You could do better.

Sincerely,

*******************************
Business Response
Date: 11/10/2022
We're sorry that the moving services that were provided to you have not met your expectations. The window that was given to you for delivery is an estimated delivery timeframe. There are many factors on the road that are out of the driver's control like, weather, traffic and road conditions, wait times at the *** weigh scales and *** inspections, accidents, other customer deliveries, etc. Your remaining items are currently in transit to you, so the driver should be reaching out to you any time now. We will have a manager reach out to you to discuss your concerns and speak with you regarding any compensation.
Customer Answer
Date: 11/11/2022

Complaint: 18366611

I am rejecting this response because: while I understand there are various reasons delays happen, it isnt my fault you guys separated my order in the first place. I am now without all the winter items I bought to come here. We just had a blizzard yesterday and Im having to go out and buy more items because your companies mistake of separating my delivery in the first place. When I called on Wednesday 11/9, the manager tried calling the delivery driver and he didnt answer her. She said she texted him my number and told him to call me to update me on where he is with my items to which I havent heard from him still. Today is the 30th business day from my first available delivery time. I am expecting at least a partial refund for the horrible service Ive received from your company. Not even including the various items Im going to have to make claims on from whats been broken through transit. I think youre trying to brush me under the rug and hope I give up but I will not because what youre doing is unacceptable and it isnt the type of service I should have to pay so much money for. If I knew all these issues Id have with your company, I wouldnt have chosen to work with you.

Sincerely,

*******************************
Initial Complaint
Date:10/19/2022
Type:Order 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 mother and I recently contracted with United Moving and Storage to move my belongings from ******* to *********. We were told that the move would take 7 to 10 days, likely closer to 10. Our original quote was $3090.81 to move 506 c.f. The pick up date was scheduled for 10/10 or 10/11. A representative called me on 10/9 to confirm that the dispatcher would call me that afternoon before 5:00 pm to let me know if the movers were coming on Monday. If I did not hear from them, they would be coming on Tuesday and would contact me before 5:00 pm on Monday to confirm. I did not receive any communications from any representative until Monday morning, at which point I was notified that they would be arriving at my apartment in an hour to pick up my belongings. Given the lack of notification I planned to finish working for the day and would not be available. They agreed to pick up my belongings the following morning (Tuesday). Upon pickup, the quoted storage space increased to 700 c.ft. for an increased total cost of $4271.52. We had given them an itemized list of belongings. There were some changes (fewer boxes and some added items), but the increase seems extreme. Today was the 7th day; so we contacted United for an update. They said they needed to check with the movers. When they called back, they said my items were in storage in ********** and should arrive some time next week, twice the quoted time. When questioned about the timeline they responded it was the estimate they provided all customers and was only an estimate. My mother and I went to the address listed on their website to talk with someone in person and we were told United did not have an office there. The business called the owner of United for me. When I told him I was a lawyer and understand contracts (I did NOT threaten to ***** he said he would only talk with me in emails and hung up and directed employees to do the same. No responses to emails have been received.
Business Response
Date: 10/19/2022
We ask that a customer is available for both days of their pickup window. These are dates that the customer chooses, so it should not be a surprise that we will be arriving on one of those days to pick up the items being moved. Dispatch did reach out to this customer on Sunday, 10/09/2022, but was unable to reach the customer later in the day to confirm for the following day. Since we were unable to reach the customer, we were able to accommodate her pickup for Tuesday, 10/11/2022 which is the 2nd day of her requested dates for pickup. This customer was explained the cubic feet overages at pickup by the crew that was there and when going over her paperwork over the phone. When changing those items, it will change the amount of space that they take up on the truck. We always give customers the option to stay at the reserved amount of cubic feet that is on the contract. She has agreed to the space increasing, and related charges, signed for this on her Bill of Lading and made her pickup payment. It has been explained to the customer that her quote only includes the items that we have on her inventory. Regarding delivery weve explained to this customer that the **** days timeframe for delivery that the rep provided her is an estimated timeframe based on previous moves like hers going from WA to NV. This customer does not have straight delivery or expedited delivery added to her booking; therefore, she will be delivered with standard delivery service. We have other customers that need to be delivered first that paid for expedited delivery service and other customers who simply booked before this customer. On 10/18/2022 customer service and management spoke with ***************** and her mother ********************* when they called for a delivery status update.We have also responded to ******************* emails.
Customer Answer
Date: 10/20/2022

Complaint: 18243066

I am rejecting this response because:
While United Moving (UM) did acknowledge their failure to confirm pickup time and the resultant delay, they have failed to address most of the issues raised.
Regarding delivery time, UM consistently quoted a delivery time of **** days. This quote was for standard delivery. This timeline was confirmed by UM prior to pickup and by movers upon pickup. UM now claims this was an only an estimate however they have failed to provide any further information beyond hopefully next week for delivery. UM should have known, based upon their scheduling of expedited and earlier moves, if this timeline were unrealistic and it was their obligation to provide this information to us when we asked for a planned delivery day (delivery on the 17th was repeatedly confirmed). UM vastly underquoted delivery time in an effort to charge even greater amounts for delivery.

As for space/volume concerns, changes to items on pickup actually amounted to fewer items of furniture, fewer large electronics, and significantly fewer boxes. Additions were in the form of storage bags/containers rather than boxes and approximately 8 of the boxes fit in the sections of an ikea storage cube.
The amount of space quoted was increased by nearly 50% and given the typical nature of this move that appears to have been an intentional, and egregious, overestimate. These increases in amount of space quoted were made well into the move and hardly left me any option but to say yes. The choice was leaving my possessions or paying for what I hoped would be a limited amount of additional space as I had already committed funds and had had most of my belongings loaded into the vehicle. Put simply, this was effectively coercion.
UM has not addressed the false address provided on their website and held out to customers. When proper address was requested, UM refused.
UM has failed to address their refusal to communicate following disclosure of my profession. UM provided an email address for communication and stated this was the only acceptable means going forward. This email address was fake and the email was returned by the ****** mail platform.
UM knowingly and willfully misrepresented the anticipated timeframe of the move on numerous occasions, up to and including on the day of the move. UM intentionally provided a significantly lower cost estimate to entice us to use their services, only to significantly increase the price well into the moving process, forcing us to agree with the change in terms. UM provided a false business address and refused to provide the appropriate location addresses as required by the ****
UM provided a false email address and indicated that all further communication would be through this email address, effectively halting all communication.
UM has engaged in moving fraud. A complaint to this effect has also been filed with the **** I expect a price adjustment and the immediate return of my possession in good condition.

Sincerely,

*****************
Business Response
Date: 10/21/2022
We have not tried to deceive this customer in any way. This customer states that we have refused to communicate to her, however we have answered all emails from her mother, ********************* as well as responded here through these comments. We have not gotten any emails from *****************. Once a customer says that they are going to start legal proceedings, policy is we then request all further communication to be by email only. ***************** was provided our email address over the phone, and it is also stated on her contract. *************** load was picked up on the 2nd day of her pickup window 10/11/2022; there was no delay in the pickup of her items. The timeframe provided for arrival on 10/11/2022 is an estimated timeframe. There are factors that our drivers encounter on the road that are out of our control like weather, road conditions, accidents,traffic, DOT weight scale lines and inspection delays, time that a previous job(s)with other customers will take, etc. The address that ***** and ********************* went to is one of our warehouses and dispatching offices. I cant answer as to why the person that spoke with ***** and ********************* turned them away. This customer can ask the crew at the time of delivery to show them their items on the truck before unloading and explain the amount of space in cubic feet. Each line on the walls of the truck correspond to a set amount of cubic feet. There will be no price adjustment since this customer has been provided services according to the terms and conditions of the contract. Pricing was calculated according to the amount of space that the items took up on the truck. As soon as dispatch is finished with the schedule for this customers delivery, they will reach out to provide that information. This customer let their rep know that they could not accept the delivery of their items until 10/17/2022, which was notated in the booking. That does not mean that delivery is guaranteed to be on 10/17/2022, that is the **** (first available delivery date), the first date that the customer is available to accept delivery of their items. This customer was not confirmed for delivery for 10/17/2022 at any time. We charge additional costs for expedited delivery because were bypassing all other customers to get the items picked up and delivered in the same truck directly from the pickup location to the drop off destination whether we are utilizing all of the space on the truck or not.
Customer Answer
Date: 10/24/2022

Complaint: 18243066

I am rejecting this response because:
UM continues to falsely assert that legal proceedings were threatened. As repeatedly explained, in discussing the contract terms with a man named "*****" who I was told was one of the owners of UM, he told me that **** days was "just what we tell everyone". I replied that this was misrepresentation and he countered about my lack of understanding of the contract. It was only at this point that I informed ******* that I, in fact, do understand contracts as I am an attorney. Assuring someone that I, based upon my professional background, do understand what I am saying IS NOT threatening a legal action. Regarding the email address that was provided during this conversation, ******* gave the address ***************************************************** I confirmed this was the address with him. The address is actually **************************************************** an item that I am confident he was aware caused confusion yet he confirmed that it was "dot com".
What UM is describing as "one of" their "warehouses" and "dispatching offices" is held out on their website as their physical address. This is also the address that is on record with the state for the **** Both webpages are attached for reference. Upon arriving at this office we were told by all four individuals that we spoke with that this was NOT the location of UM and that they DID NOT know why the address was held out as theirs. The individuals at the location indicated that they are a warehouse and dispatching office that contracts with, but is not affiliated with, UM. It was the individuals at this location that called ******* and on this call they stated that they did not know why this address was used. When I requested the local dispatch office address, if this was not it, ******* refused. I then tried calling customer service again and a second representative refused to provide this information. Furthermore, UM implies that it was rogue employees that refused to provide us with information when it was in fact a man holding himself out as the owner of the company.
UM is admitting that the delivery schedule for my items has yet to be determined. It is unacceptable that after exceeding my quoted time estimate they do not even have an idea of when my items will be arriving. UM either knowingly provided a false estimate, given that deliveries are not even planned until well after items have been moved from the customer's home, or UM is intentionally withholding my items now because complaints have been filed (or both). Either of these alone are deceptive business practices.
UM has also failed to provide any information about the weight of my items or weighing locations.
UM has taken nearly all of my possessions and is now storing them somewhere with no plan on delivery. This includes, but is not limited to, my clothing, my furniture, my work setup (desk, chair, monitor), my cooking and eating utensils, etc. I have not previously threatened legal action but if UM does not provide me with an update as to where my possessions are and when they will be delivered, within 24 hours, I will be pursuing criminal fraud charges.
Sincerely,

*****************
Customer Answer
Date: 10/26/2022

Complaint: 18243066

I am rejecting this response because:
Complaint: 18243066

I am rejecting this response because:
UM continues to falsely assert that legal proceedings were threatened. As repeatedly explained, in discussing the contract terms with a man named "*****" who I was told was one of the owners of UM, he told me that **** days was "just what we tell everyone". I replied that this was misrepresentation and he countered about my lack of understanding of the contract. It was only at this point that I informed ******* that I, in fact, do understand contracts as I am an attorney. Assuring someone that I, based upon my professional background, do understand what I am saying IS NOT threatening a legal action. Regarding the email address that was provided during this conversation, ******* gave the address ***************************************************** I confirmed this was the address with him. The address is actually **************************************************** an item that I am confident he was aware caused confusion yet he confirmed that it was "dot com".
What UM is describing as "one of" their "warehouses" and "dispatching offices" is held out on their website as their physical address. This is also the address that is on record with the state for the **** Both webpages are attached for reference. Upon arriving at this office we were told by all four individuals that we spoke with that this was NOT the location of UM and that they DID NOT know why the address was held out as theirs. The individuals at the location indicated that they are a warehouse and dispatching office that contracts with, but is not affiliated with, UM. It was the individuals at this location that called ******* and on this call they stated that they did not know why this address was used. When I requested the local dispatch office address, if this was not it, ******* refused. I then tried calling customer service again and a second representative refused to provide this information. Furthermore, UM implies that it was rogue employees that refused to provide us with information when it was in fact a man holding himself out as the owner of the company.
UM is admitting that the delivery schedule for my items has yet to be determined. It is unacceptable that after exceeding my quoted time estimate they do not even have an idea of when my items will be arriving. UM either knowingly provided a false estimate, given that deliveries are not even planned until well after items have been moved from the customer's home, or UM is intentionally withholding my items now because complaints have been filed (or both). Either of these alone are deceptive business practices.
UM has also failed to provide any information about the weight of my items or weighing locations.
UM has taken nearly all of my possessions and is now storing them somewhere with no plan on delivery. This includes, but is not limited to, my clothing, my furniture, my work setup (desk, chair, monitor), my cooking and eating utensils, etc. I have not previously threatened legal action but if UM does not provide me with an update as to where my possessions are and when they will be delivered, within 24 hours, I will be pursuing criminal fraud charges.
Sincerely,

*****************
[Click to View All Consu

Sincerely,

*****************
Business Response
Date: 11/14/2022
This customer's items were delivered on Sunday, 11/06/2022. We also provided the customer with a discount of $688.09 for and damages, delays and dissatisfaction with the services provided.

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