Complaints

This profile includes complaints for United Regions Van Lines LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  United Regions Van Lines LLC

  1515 Ellis St Waukesha, WI 53186-5633

• 

  United Regions Van Lines LLC

  11414 W Park Pl Ste 202 Milwaukee, WI 53224-3500

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:06/02/2025

  Type:Product 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 paid a total of $1431.00 as a deposit to this company on the 28th of April for our move, after reviewing and considering our options we decided not to proceed and requested a refund. Have been waiting for my refund for over three weeks now, when I first contacted the person that originally had contact with ( **** ******** ) he said he was going to reach out to the right department to resolve the issue, after a week of not seen my refund I reached out again and was told that I needed to send an email, which I did. This was done on the 19th of May and still havent received my refund yet. I honestly think this is unfair treatment to the customer since they have been holding the money for this long, I almost feel punished for not proceeding to do business with them. Can you please help me resolve this.

  Business Response

  Date: 06/06/2025

  We are responding to the complaint submitted by ****** ****** regarding a refund request following the cancellation of a relocation estimate.
  
  Timeline of Events:
  April 28, 2025 Customer paid a $1,431.00 deposit.
  May 19, 2025 Formal cancellation received from the customer.
  May 27, 2025 Refund process explained to the customer, with confirmation that the check would be mailed on June 3, 2025.
  June 2, 2025 Customer finally provided a valid mailing address for the refund check.
  June 3, 2025 Refund check mailed via **** Certified Mail.
  Tracking Number: *********** 02091186103
  
  Important Note Regarding Address:
  Although cancellation was received on May 19, no mailing address was provided at that time. We followed up and did not receive a confirmed address until June 2, 2025. The refund check was then processed and mailed the very next business day, June 3, exactly as stated.
  
  Policy Compliance:
  Our refund policy allows up to 14 business days for processing following written cancellation. The delay in providing a mailing address impacted the issuance timeline. Once the required information was received, the check was processed immediately and mailed with full tracking.
  At no point was the refund delayed due to inaction by United Regions Van Lines.
  
  Request for Review Removal:
  Given that:
  The refund request was handled within policy
  The check was mailed on time after address confirmation
  Tracking was provided
  There were multiple conflicting requests from the customer (in-person pickup, direct deposit, expedited delivery)
  We respectfully request that this BBB complaint and any associated review be removed, as it is based on inaccurate and incomplete information and misrepresents our handling of the situation.
  We consider this matter resolved. If the customer has not yet received the refund, they are encouraged to contact our office to begin the standard check void and reissue process.
  Sincerely,
  Customer *********************start="2500" data-end="2503">United Regions Van Lines
  Phone: ************

• Initial Complaint

  Date:05/13/2025

  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 got an over-the-phone, binding estimate of $19,953 on Feb. 17 for a move pickup scheduled tentatively for April *****. I accepted and paid $4,656.63. On April 7, I got a phone call from the company disguised as a "quality assurance call" from a different representative than the one who gave the original estimate. We went through the exact process as the first time over the phone yet this representative came up with a quote of more than $27,000, an increase of 35%. She sent me a link to the new quote which I looked at while on the phone with her. I then asked how to cancel the service. She gave me an email address to send the cancellation. I did. And immediately found another mover to do the same job for $20,000. I accepted and signed with them. United Regions then called me back later that day to tell me my move was in their 7-day window of no cancellations. Well, they called me THAT DAY on purpose to raise my quote within their non-refund window. Even later that day they'd backed out the new quote, so there was no way for me to get a screenshot of it. They called me back to tell me they'd honor the original cost. Even if I had not already signed with a new company, I would never have allowed United Regions to move me after their deceitful, despicable practice of deliberately trapping me within that window. They refused to refund my deposit and then lied to the credit card company saying there was no evidence of the $27,000 quote. Of course not, because they backed it out of their system. As if I would cancel them within a week of the move if everything was status quo. They list no executives and won't let you talk to anyone beyond their managers who perpetrate this awful practice. They know they are committing fraud it's a pretty sophisticated system of lies deceit they have set up to get away with it.

  Business Response

  Date: 05/19/2025

  Thank you for sharing these concerns. While individual interpretations of events can understandably vary, it is important for readers to understand how United Regions Van Lines (URVL) consistently operates within clearly defined legal, contractual, and regulatory parameters.
  

  URVL provides binding estimates based on customer-stated inventory, and these quotes are honored unless the customer requests changes that affect the overall cubic footage or scope of service. If adjustments are madesuch as through a follow-up quality assurance callit is to ensure that the inventory, services, and estimate accurately reflect the actual move. This step is required for compliance with ********************************* (***) regulations and is part of our commitment to transparency and accuracy.
  

  Any revised estimate resulting in an increased cost is always presented for customer review and must be approved and signed before it becomes binding. If a customer chooses to decline the revision, no further charges are assessed, and no changes are enforced without consent. However, all **** contracts include a clearly stated non-refundable deposit policy for cancellations made within seven business days of the scheduled pickup date. This policy is standard across the industry and reflects the allocation of fleet resources, staffing, and logistical planning that take place prior to a move.
  

  **** does not trap customers. All contractual termsincluding the seven-day cancellation window and deposit conditionsare disclosed and agreed to at the time of booking. It is not possible for a revised estimate alone to trigger a cancellation fee. That only applies if a customer actively cancels within the stated window, regardless of whether a revised estimate was accepted or declined.
  Regarding the claim that a quote was backed out to remove proof: **** does not delete customer estimates or signed documents from our system. All changes, revisions, and confirmations are recorded and retained as part of our required documentation practices. If a quote was not finalized or signed, it would not appear as an official change in the record.
  

  While it is unfortunate when a customer feels dissatisfied, URVL follows a strict documentation protocol, and disputes are handled through the appropriate resolution channels, including direct communication and third-party payment processors when necessary.
  For those with additional questions about contracts, cancellation terms, or pricing, we encourage you to call our office directly. Our team is available to walk through any documentation or clarify specific service questions.
  

  URVL remains committed to professionalism, accountability, and compliance in every customer interaction.
  Sincerely,
  Customer *********************start="2798" data-end="2801">United Regions Van Lines

  Customer Answer

  Date: 05/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  First, United Regions Van Lines does not even come close to operating within their stated parameters.

  *********** deliberately times the "quality assurance call" within the 7-day window to ensure customers are indeed "trapped" when they increase the supposed binding estimate. In this case, they increased the estimate by 35% (from less than $20,000 to more than $27,000) even though the process for the call was exactly the same as the original estimate call.

  This QAC, is - according to the mover I wound up hiring put it - the biggest scam there is. He termed it complete BS. And that's why they do it only within that window. 

  The revised estimate was sent to me in a link, which I reviewed and declined to sign because of the absurd increase.

  ---If they were at all ethical in their practices, they would lock in that 7-day window AFTER their quality assurance call. 

  ---If they were at all ethical, they would not have responded to the *************** inquiry with the blatant lie that they have "no evidence" of any increased quote. If they didn't increase the quote, why on earth would I cancel the move seven days out? Yet their response to the BBB clearly states they keep all updates of revised quotes, why did they not provide that information to the *************** when I contested the charges? 

  --- If they were at all ethical, they would allow me, the customer, or you, the ********************,  to know who their Senior Executives are to ensure accountability for their deceitful practices. That's because apparently those executive have done this practice under a previous corporation according to a post on Reddit. Obviously, this contributes to them not being accredited by the BBB.

  The below statement from their response to the BBB inquiry clearly shows their practice is absolutely a trap and scam to customers:

  "Any revised estimate resulting in an increased cost is always presented for customer review and must be approved and signed before it becomes binding. If a customer chooses to decline the revision, no further charges are assessed, and no changes are enforced without consent. However, all **** contracts include a clearly stated non-refundable deposit policy for cancellations made within seven business days of the scheduled pickup date. This policy is standard across the industry and reflects the allocation of fleet resources, staffing, and logistical planning that take place prior to a move."

  If they do their ***************** Calls within the cancellation window, how can the customer review and decline the increase without them keeping your deposit? They deliberately fail to mention of the timing of the call where they drastically increase the price being within that window. This is the biggest part of the scam.

  This company should have any operating licenses revoked as it is far and away the most deceitful I've ever dealt with. And the true term for them would not be allowed by the BBB because it has criminal connotations. 

  $4,600 might not seem like a lot of money to some, but to families moving across the country, already dealing with the stress and costs associated with it, $4,600 can be incredibly damaging, as it has been to our family. 

  If they were at all ethical, they would refund our money, which they did absolutely nothing to earn.

  Regards,

  
  ***** ******

• Initial Complaint

  Date:05/06/2025

  Type:Order 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.

  Further details are in attached documents.They raised the price significantly from 11/9/24 to 4/16/25, even after a 2 hour long inventory was assessed in November and after she got rid of a ton of inventory.A $395 "binding estimate fee" appeared on the 2nd contract even though it wasn't on the first contract. The verbiage of it in the contract is ambiguous and vague, saying it "may" be charged, and there's no dollar amount assigned to it.On 4/23/25 employee *** wrote in extra charges (which was a 3rd raise to the original contract) AFTER it was signed.Requesting a refund of latter two mentioned monies, although it would be fair to ask for more given the circumstances.

  Business Response

  Date: 05/19/2025

  Thank you for bringing these concerns to light. At United Regions Van Lines, we understand that moving is a significant and often emotional experience, and we appreciate the opportunity to clarify how our operations are designed to ensure fairness, compliance, and professionalism for every customer.
  While we recognize that misunderstandings can occur during complex, multi-phase moves, its important to note that our pricing and service structure strictly follow ********************************* (***) regulations and our own high standards for transparency and integrity. All service chargesincluding those related to revised estimates, binding estimate fees, and final delivery balancesare based solely on verified cubic footage and any changes initiated by the customer after the original agreement.
  In every case, we require a signed agreement reflecting the actual shipment size and service level before any moving services are performed. Revised estimates, when issued, are presented clearly to the customer and must be signed in advance. This ensures that customers are never charged for anything outside of what has been agreed to in writing. Additional fees, including the binding estimate fee, are contractually valid and only apply when a significant change in the scope of service requires a new binding agreement. This is not a hidden or arbitrary charge but a recognized part of industry-standard practice.
  

  We would like to emphasize that no contract or final balance amount is valid unless the customer signs in acknowledgment. If there are concerns about discrepancies, we strongly advise reviewing the signed documents and contacting our office directly for clarification. We also encourage all customers to retain copies of their signed paperwork and to raise any questions during the estimate and pre-loading phasewhere our team is fully available to assist.
  

  With regard to personnel conduct, we maintain a strong code of conduct for all drivers and moving crews. While minor incidents can happen, such as labeling oversights or brief delays, they do not reflect the overall quality and effort of our trained team members.

  Smoking policies are also clearly communicated to our staff, and crews are expected to act professionally and with respect for our customers' homes and belongings at all times.
  

  Any claims for damaged or mishandled items should be submitted through our standard claims process, which is designed to ensure a fair resolution in accordance with the protection options selected by the customer at booking.
  

  We take pride in delivering reliable service and honoring our contractual commitments. Customers with additional questions about pricing, cubic footage measurements, or contract terms are welcome to call our office directly. Our representatives are trained to explain the details of each move and help ensure every customer understands the services rendered.
  

  At United Regions Van Lines, we remain committed to professionalism, transparency, and the highest standards of customer service.
  Sincerely,
  Customer *********************start="3088" data-end="3091">United Regions Van Lines

• Initial Complaint

  Date:05/01/2025

  Type:Sales and Advertising 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.

  Company quoted us for around $9,900 for our move from ******* to ********, which was then updated to $11,000 after another call. On the move in date the movers showed up 2 hours later than the expected time frame ENDED, then took an extra day to pack. Once finished packing on the SECOND DAY (we were only expecting one day to pack white glove) they had made me sign a form which again updated the price to $15,000 and set an earliest delivery date (may 1st), which I expected to mean the earliest date to receive the items. The final form was given to me with minimal explanation by the driver whose primary language was Russian (not English) and said this is the date of earliest delivery. The other driver did not speak ANY English at all only Russian so I couldnt ask him. Since they have already taken our items I felt I had no choice but to sign, and since we learned that they have a delivery window of May 28th (a whole 27 days after the delivery date I requested) because their idea of a delivery date is the soonest it can leave the starting location not the soonest it can be delivered like implied. The form had a 0-17 day window for the delivery so I assumed the latest it would be delivered was 17 days past the date of pickup, however they mean 0-17 days after the delivery date, which again is NOT the date of delivery but rather the transportation date. They are now refusing to give us a date to meet them in ******** and refusing to allow us to pay for the packing and storage while taking our items to a different company to move them across the country.

  Business Response

  Date: 05/08/2025

  Weve reviewed your complaint in full, and while your frustration is clear, so are the facts and they tell a different story than the one youre presenting.
  Lets break it down point by point, with clarity and without spin.
  
  1. We were quoted around $9,900, then $11,000, then $15,000 at pickup.
  Thats not a bait and switch. Thats a case of math catching up to reality.
  Your original estimate was based on 156 items. When our crew arrived, you had 190 items a significant increase in inventory that directly increased the cubic footage of the shipment. We dont charge by weight. We charge by space. Thats clearly written in your signed contract.
  Per ********************************* (***) regulations, any time a customer increases inventory beyond the scope of a binding estimate, a new written estimate must be signed before loading begins. Thats exactly what happened. You signed the updated contract based on the actual inventory. Thats not shady thats compliance.
  
  2. Movers arrived two hours after the time frame ended.
  Our drivers work within live routes and federal driving limits. We provide estimated arrival windows, not guarantees, and thats explained during booking. Unexpected delays traffic, prior customers, weather can affect arrival. You were informed of your assigned pickup day, and your move was completed within your scheduled window.
  
  3. White glove service shouldve been one day, not two.
  White glove service includes full packing, protection, and loading for high-value or complex shipments. The actual time required depends entirely on the volume and type of items at pickup and you had significantly more than initially declared.
  The crew did not delay they adjusted to the real conditions of the job, and the service was still completed in a reasonable timeframe considering the volume added.
  
  4. The driver spoke Russian and didnt explain the paperwork.
  All paperwork is standardized, in English, and reviewed with each customer before signature. You were given documentation that included a delivery window of 017 business days, which is clearly defined as the number of business days from the first available delivery date, not the pickup date.
  This clause is present in every contract and was acknowledged by your signature.
  Lets make this simple:
  If the contract said first available delivery date: May 1 and delivery window: 017 business days, then the latest delivery day per your own agreement would be May 28. Not May 1.
  You're not being misled. You're choosing to misunderstand something thats written plainly and trying to pass that off as deception. Its not.
  
  5. They wont let us use another company or remove our items from storage.
  Per contract terms, once your items are packed and loaded, they are integrated into our dispatch and logistics system. Mid-transport withdrawal is not permitted unless the shipment is officially canceled which incurs applicable cancellation and handling fees, also disclosed in your signed agreement.
  Youre not being held hostage. Youre attempting to change the terms after the services were already rendered and the system doesnt work that way.
  
  So, heres the reality:
  You underreported your inventory
  You signed the revised estimate, in accordance with DOT law
  You received white glove service for a larger load than booked
  You were given the correct delivery window in writing
  You now want to rewrite the contract and blame us for your misunderstanding
  Lets ask the question no one else will:
  How can someone agree to a contract, sign off on every term, and then claim they had no choice after the fact unless they never intended to take accountability in the first place?
  You got the service you requested, and you signed the paperwork that governed it. We're holding you to the same standard every other customer agrees to.
  If you still have questions about your delivery window or claim process, we encourage you to call the office directly and speak with a live representative.
  Sincerely,
  Customer *********************start="4710" data-end="4713">United Regions Van Lines

• Initial Complaint

  Date:03/20/2025

  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.

  Hey , so ******* husband went with the movers , they was blowing up us , we finally booked they came & told our stuff would be here by the 15th of March ! Okay cool the 15th come and they calling us asking for more money ! Okay cool we pay it 5 days later we are still calling ! Because we have not to receive our things & now they saying we over ***** more than what we agreed on at this point we honestly just want our stuff to be delivered

  Business Response

  Date: 03/20/2025

  Dear ******* ********,
  

  We appreciate you reaching out to us. However, we were unable to locate your information in our system based on the details provided. To assist you further, could you please provide your Job # or any other relevant details regarding your move? This will allow us to review your request and respond accordingly.
  

  Please feel free to contact our office for further assistance. We look forward to resolving your concerns.
  Sincerely,
  ******************************start="553" data-end="556"> United Regions Van Lines

  Customer Answer

  Date: 03/21/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ********
  

• Initial Complaint

  Date:02/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  United Regions van Lines moved us from ******* to *****, we packed all our boxes and totes except for the tv's I was told 349 for packing and after all our belongings were loaded they informed me it came to ***** because you have to pay for all the blankets, plastic wrap and packing they do to your furniture, none of this was said when I booked. I also removed my washer/dryer, dining room table and 6 chairs but got no credit for that, we did have 18 more boxes than estimated and that additional cost was *****. Several delays occurred in getting our belongings and they finally arrived in mid January after being picked up in early December. I was present on arrival and periodically was looking at all the boxes and totes because I had them all counted out. I asked the driver towards the end if all the totes had been offloaded because 3 were missing, he said yes and looked all thru the house for the missing totes. I described them perfectly for him as they all contained the exact same thing my designer handbag collection which I have been collecting over the years and most were presents from our children. I informed him of such and put it on the paperwork I signed. Someone from customer service called me and asked the names of the handbags and wallets missing, I told her. Then I got an email from a third party that handles their complaints. I filed a complaint only to get an email with instructions to fill out. it once you to upload all your paperwork from the moving company but only allows you to upload one file and has a size limit. This was impossible to do. No one from the moving company or this third party has reached back out to me. We also noticed that our extension ladder was missing as well. This is just awful the handbags alone are worth ****** or better and the ladder 350. They don't intend to do anything and this is very frustrating. There is no way to file a claim the way they are wanting it and they don't accept any responsibility if you don't.

  Business Response

  Date: 02/24/2025

  We understand your frustration and appreciate the opportunity to address your concerns. However, we would like to clarify the facts surrounding your move:
  

  Inventory Increase & Pricing Adjustments
  Your original estimate was for 216 items, but on pickup, the actual inventory was 318 itemsa 47% increase in volume. This resulted in necessary cost adjustments, which were communicated per industry standards.
  

  Packing costs include protective materials such as blankets, plastic wrap, and other necessary packing supplies to safeguard your furniture. These charges are standard and outlined in our contract.
  

  Missing Items
  Your claim that we did nothing is simply not true. Our team conducted an extensive review, including video footage, photos, and reports, to locate the missing totes.
  Items of extraordinary value (such as a $17,500 handbag collection) must be declared on the inventory list and typically require additional insurance coverage for full reimbursement. Unfortunately, there is no record of such items being listed on your inventory.
  

  Claims Process
  Our claims process is handled by a third-party provider, as clearly stated in our contract.
  

  While we understand that submitting a claim may require document uploads, this process is in place to ensure all necessary paperwork is included for a proper review. If you are experiencing difficulties, we encourage you to reach out for assistance in submitting your claim correctly.
  

  We regret any inconvenience youve experienced, but our team has followed standard moving procedures and worked diligently to resolve your concerns. If you have any additional questions or need assistance with the claims process, please contact our customer service department directly.
  Sincerely,
  Customer *********************start="1940" data-end="1943">United Regions Van Lines

  Customer Answer

  Date: 02/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  **** ****

  Customer Answer

  Date: 02/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed

  i definitely dispute a lot of what was sent back, I never increased my load by over *************************************************************************************************************** because I told him what was in the totes. The pick up driver never gave me a copy of the paperwork that Im now supposed to produce to the third party. The third party has never once called me just sent a link and I am unable to upload because the file is to big but yet you can only upload one file that must contain all paperwork or they cant process but I wasnt given all paperwork, even at drop off I only got to take pictures of the paperwork. I also dont know what footage was reviewed since nothing at pickup or delivery was video taped. I think something right needs to be done for my loss.
  
  Regards,
  
  **** ****

  Business Response

  Date: 03/10/2025

  We understand that moving can be a stressful process, and we appreciate the opportunity to clarify the details regarding your concerns.
  

  Inventory Increase Our records indicate that your original estimate included 216 items, but on pickup day, the actual count was 318 items. This increase resulted in additional charges as outlined in the revised estimate. If there is a discrepancy, we recommend reviewing the inventory sheet signed at pickup.
  

  Special Inventory for Valuables Items of extraordinary value, such as your designer handbags, typically require a High-Value Inventory Form and additional insurance coverage. It is the customers responsibility to disclose these items explicitly. While we regret any loss or damage, valuables not properly declared or documented may not be covered under standard liability.
  

  Paperwork at Pickup Our drivers are instructed to provide copies of all signed documents at the time of pickup. If this did not happen, we encourage you to reference the pictures you took of the paperwork at drop-off.
  

  Claims Process The third-party claims provider handles all damage and loss claims. While we do not control their website, we suggest reaching out to them directly for assistance with the file upload issue. They also offer alternative submission options if needed.
  

  Video Footage While we review available documentation, our standard procedure does not include video recording of pickup or delivery unless explicitly arranged in advance.
  

  We encourage you to continue working with the claims department to resolve your concerns. If you require further clarification, our customer service team is available to assist.
  

  Sincerely,
  Customer *********************start="1767" data-end="1770"> United Regions Van Lines

• Initial Complaint

  Date:02/20/2025

  Type:Product 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 booked and paid a deposit of $2,967.00 for a potential move from ******* to **. I called and was told I could put the project on hold for up to a year. Since then our house moving plans fell through so I have tried to contact United Regions Van Lines for a refund of my deposit as I was promised by the sales associate ***** ******** on October 3rd 2024. He told me my deposit was fully refundable and I could move my booking to a floating reservation good for one year. I have tried calling several times and was told my customer service to send an email to ********************************* which I did last week. I have not had a response. I also called another associate **** ***** today who had also helped me make the booking along with ***** ********. **** tied to tell me my booking was out of the cancellation window. I was NEVER informed that there would be a window in which I had to cancel and was told I could do so anytime with a full refund of my deposit if I put the order into a floating reservation. I spoke with **** S on November 24, 2024 to add my reservation to the hold until we could confirm a date. At no time did she indicate to me that I could lose my deposit. I paid a higher rate for the floating reservation option as well. My order number is *******. Before I made the reservation I checked the rating of United Regions Van Lines on the BBB to be comfortable with dealing with what I thought was n honest and reputable business. The representations made to me were explicit. I asked several times are you sure I will be refunded my deposit. The answer was absolutely yes each time and the sales associate assured me the company was reputable and had a great rating on BBB. Please help me resolve this issue and receive a refund of my deposit.

  Business Response

  Date: 03/13/2025

  We have reviewed your concerns regarding your deposit and potential refund request. However, we must clarify that your complaint is no longer valid as you have since contacted us and confirmed your decision to proceed with your move.
  

  Deposit and Floating Reservation
  Per our policy, a floating reservation allows flexibility in scheduling but does not automatically qualify for a refund beyond the standard cancellation window. While our team worked to accommodate your needs, you ultimately chose to continue with our services, making any refund request unnecessary.
  

  Resolution
  Since you have confirmed your move with us, your booking remains active, and our team will proceed with your relocation as scheduled. If you have any additional questions regarding your upcoming move, please feel free to reach out.
  

  Sincerely,
  Customer *********************start="972" data-end="975">United Regions Van Lines

• Initial Complaint

  Date:01/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of move: July 22nd Given exact amount 5300 (approx). After filling the truck demanded another 2k in cash. We had no choice. Told they needed 7 days to deliver. The in the end delivered 30 days later. Incredibly rude. Only one man showed up so my husband and I had to help unpack the truck. One major box missing. Others crushed (despite heavy plastic). Dresser and side tables cracked. (Dresser beyond repair.) They refuse to discuss. Their insurance firm (not a normal one) has no one to talk to and offered *****. Nothing for lost goods or glassware (antiques). They claim it is based on weight (.60$) but by weight the dresser and furniture would be 400.00-500.00. I would accept that although my estimate was ******* based on all the lighter but expensive goods and loss.There are many on a page dedicated to complaints about this ******* one answers the 800 numbers. This is complete fraud.

  Business Response

  Date: 01/16/2025

  Thank you for bringing your concerns to our attention. We understand moving can be a stressful experience, and we appreciate the opportunity to clarify the issues raised in your review. Below is a detailed response to your concerns:
  1. Initial Estimate and Price Adjustment
  The initial estimate was based on 77 items, as provided by you during the inventory process. However, on the moving day, our crew noted 100 actual items, which significantly increased the cubic footage required. In compliance with federal regulations, a revised estimate was provided and signed before proceeding with the move. The adjustment was necessary to account for the additional items.
  2. Delivery Timeline
  The delivery was completed on August 26, with the first available delivery date (FAD) being August 21. This falls within the contracted delivery window of 0-17 business days, as outlined in your signed agreement.
  3. Labor Concerns
  As this was a smaller job, additional helpers were not deemed necessary. At no point did we request or require assistance from your husband during the unloading process. If your husband chose to assist, it was entirely voluntary and not requested by our team.
  4. Damage and Missing Items
  We regret to hear about the damage to your dresser and side tables, as well as the missing box. All claims for damages or missing items must go through our claims process, which is managed by an external insurance provider. The settlement offer of $88 is based on the standard valuation protection included in your contract, calculated at $0.60 per pound per item, as outlined in your agreement.
  While we understand this may not meet your expectations, the valuation method is standard in the moving industry unless additional insurance coverage is purchased. We encourage you to revisit the claims process for further review.
  5. Communication Concerns
  We are committed to providing responsive and clear communication. If you have experienced difficulty reaching our team, we sincerely apologize and invite you to contact our customer service department directly for assistance.
  
  Conclusion
  We remain committed to resolving your concerns within the terms of our agreement. If you wish to discuss this matter further or require additional guidance on filing your claim, please do not hesitate to reach out.
  Sincerely,
  Customer Service Team
  **********************

• Initial Complaint

  Date:01/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am extremely disheartened by the aggressive, fraudulent, and predatory practices of United Regions Van Lines. On 12/30, the company withdrew $1,573 from my checking account without my authorization for a "down payment" for a move quote. I filed a claim with ********** on 12/31 to prevent further unauthorized transactions, as the company now has my account details. On 12/28, I received a moving estimate from a representative named ******, who persistently pressured me to proceed. Although I felt uneasy providing my bank details, I dismissed my concerns because my husbands plumbing company, sometimes collects payments over the phone. Upon reviewing the paperwork, I became uncomfortable and informed ****** I would not proceed with the service. He continued calling, urgently pressuring me to complete the sale and to sign. I firmly refused, yet $1,573 was taken from my account via an unauthorized check.I promptly contacted my bank. The payment had already been cashed. Following their advice, I froze my account, filed a claim, and contacted the merchant as advised by my bank. On 12/31, I spoke with ******* at United Regions Van Lines, who admitted ****** should not have processed the transaction and told me I would be refunded. He requested proof of the transaction, which I sent. ******* confirmed I had not signed anything but then asked me to call back on Thursday, claiming the accounting team was unavailable due to the holidays. This raised suspicion, as I had called during working hours. Despite requesting written confirmation of the refund, I received nothing. Adding to my frustration, an incomplete DocuSign continues being sent to me to finish. Their policy states the $1,573 is non-refundable if the move is canceled within seven days of the pick-up date, making me believe they are purposefully delaying. Regardless, this is a service I never signed for! This is fraudulent practice and charge. I need help on recovering my money.

  Business Response

  Date: 01/06/2025

  We understand your frustration and appreciate the opportunity to clarify the situation regarding your deposit.
  1. Unauthorized Payment Concern
  Our records indicate that the payment of $1,573 was processed as a deposit for your scheduled move. While we apologize for any confusion, deposits are standard in the moving industry to secure reservations.
  2. Cancellation of Payment
  You canceled the check through your bank, which means the funds were never retained by our company. Since the payment was reversed by your financial institution, no refund will be issued, as there is no outstanding balance owed to you.
  3. Company Policy on Deposits
  Our cancellation policy states that deposits are non-refundable within seven days of the scheduled move date. However, since the move was not finalized and no contract was signed, we acknowledge that this situation required further review.
  4. Final Resolution
  As the payment was canceled on your end, there is no further action required on our part. If you have additional concerns, we recommend following up directly with your bank for any further clarification regarding the transaction.
  We apologize again for any inconvenience and appreciate your understanding.
  Sincerely,
  Customer Service Team
  **********************

• Initial Complaint

  Date:12/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attached my detailed account and complaint about our experience with United Regions Van Lines in the attached section below. I have paperwork, photos, etc., on other devices so wasn't sure how to attach/upload but if you can provide me with an email address to send my additional documentation and evidence to, I would be happy to do so.Thank you in helping me resolve this situation with United Regions Van Lines.

  Business Response

  Date: 01/13/2025

  We regret to hear about your dissatisfaction with your moving experience and would like to address the concerns raised. Our records indicate that all services were rendered according to the contract and industry standards, and we would like to clarify some key points.
  
  1. Pricing & Adjustments
  Your initial estimate was based on the inventory you provided. However, as per standard industry practice, final pricing is determined by actual cubic footage used on the truck, not just preliminary estimates.
  Your final inventory count increased, which resulted in necessary adjustments to the final cost.
  Long carry and additional services were required at delivery due to access limitations. These charges were communicated in accordance with your contract.
  We encourage all customers to thoroughly review their estimates and contract terms to ensure clarity before their move.
  
  2. Payment & Deposit Policy
  Deposits are collected to reserve truck space and ensure scheduling. The deposit is non-refundable within seven days of the scheduled move, per contract terms.
  Final payments must be made using the agreed-upon methods (cash, money order, or certified check).
  Our payment policies are clearly stated in the contract, and all customers are made aware of them before booking.
  
  3. Storage & Delivery Timeline
  The estimated delivery window was communicated as 0-17 business days, as outlined in the contract.
  While we strive to meet the earliest possible delivery date, factors such as route planning, weather, and storage scheduling can affect the final timeline.
  We apologize for any inconvenience caused by delays, but all services were provided within the agreed-upon time frame.
  
  4. Handling & Damages
  If items were damaged during transit, we encourage filing a formal claim through ****************, our third-party claims processor.
  This is the required process for all claims and follows federal moving regulations.
  **************** is a recognized industry-standard claims service, and we do not handle damage claims directly as per contractual agreements.
  We strongly recommend completing the claims process, as this is the only official way to receive compensation for damages.
  
  5. Theft Allegations & Customer Service
  We take all claims of missing items very seriously. However, there is no documented report of missing watches, fragrances, or other valuables made at the time of delivery.
  Customers are required to sign an inventory checklist at delivery to confirm receipt of their items.
  If any discrepancies exist, they must be reported immediately to ensure proper documentation.
  If you believe an item is missing, you are welcome to file a police report, and we will cooperate fully with the investigation.
  
  6. Final Thoughts
  We understand that moving can be stressful, and while we regret that your expectations were not met, we must emphasize:
  ? All charges were contractually agreed upon and based on actual shipment size.
  ? Delivery was completed within the estimated time frame.
  ? Damage claims must be processed through **************** as per federal moving regulations.
  ? There is no documented proof of missing or stolen items at this time.
  While we acknowledge your frustrations, our team followed all contractual and industry-standard procedures throughout your move. If you need further assistance, we encourage you to continue the claims process for damaged or missing items.
  Sincerely,
  Customer Service Team
  **********************

  Customer Answer

  Date: 01/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Firstly, United Regions Van Lines provided their cookie cutter response instead of dealing with the actual compliant (which they have multiples of).

  1. Our inventory DECREASED, not increased, as I noted what we removed from inventory after original quote in my compliant.  I suggest you read it.  

  2. United Regions Van Lines stated that the "Long carry" price was $150.  The driver charged me $575 for "Long carry" and $500 for two "extra time" hours.  When I spoke with customer service about it, they asked for the paperwork that stated the charges the driver charged me.  I did and United Regions Van Lines stopped communicating with me and are obviously covering up for their fraudulent driver who pocketed the additional $925.  The fact that United Regions Van Lines have evidence of stealing by their driver and will not acknowledging it in any way, is beyond unacceptable.

  3. Standard response - you didn't deliver within the 0-17 day window.  Why don't you just admit that?

  4. I already explained the issues with **************** in my compliant and how they are unqualified to handle and reimburse for thousands of dollars of damage.  I suggest you actually read my compliant although you are obviously very busy dealing with a lot of complaints.  Perhaps you should work on improving your business practices and staff.

  5. Again, you should actually read my compliant.  I immediately raise the alarm about missing items to the actual movers who were in the process of boxing our belongings.  I highlighted the missing items with them.  I conveyed all of this to customer service at both pick up and delivery.  Asked repeatedly for the driver's phone number at pick up, repeatedly asked for warehouse manager's phone number, etc.  United Regions Van Lines was alerted multiple times about our missing/stolen items and didn't response or care.

  I want United Regions Van Lines to rectify all of their unprofessional practices, ongoing incompetence, property damage costs and mental stress this move has created for me and my family.  For once, do the right thing and act like a legitimate business which actually takes pride in their promised services and displays ethical business practices.

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

  Business Response

  Date: 01/23/2025

  Response to Allegations:
  

  Inventory Adjustments:
  Thank you for clarifying that your inventory decreased. However, we rely on documented paperwork signed and verified at the time of the move. All items, including additional or removed items, were consolidated, with wardrobe boxes utilized as needed. The paperwork and inventory list were clear and confirmed at the time of pickup.
  

  Long Carry and Extra Time Charges:
  Your claim of being charged $575 for a "long carry" and $500 for "extra time" does not align with our records. As per the documentation, you were charged for a shuttle service (used to get closer to the delivery location) and an additional $75 for long carry and $75 for stairs.
  The purpose of a shuttle is to avoid long carries. If the driver were charging an excessive long-carry fee, a shuttle would not have been necessary. We do not condone any fraudulent behavior, but your claim lacks evidence to substantiate the accusations. If you believe otherwise, please provide clear documentation, and we will gladly review it.
  

  Delivery Window:
  Your assertion that we failed to deliver within the 0-17 business day timeframe is incorrect. Your first available delivery date (FADD) was March 23rd, and your items were delivered on April 4ththe 9th business day. This delivery was well within the agreed-upon timeframe. There is no failure to admit here, as the records speak for themselves.
  

  Concerns About ****************:
  **************** is an independent claims service used by many moving companies. While we understand your dissatisfaction with their process, we encourage you to work with them directly. All claims must follow the outlined procedure. We appreciate your feedback and are always looking for ways to improve our partnerships with third-party service providers.
  

  Missing Items and Communication:
  Missing or misplaced items should always be reported via proper channels, including your inventory lists, which are signed at both pickup and delivery. While you mentioned raising these concerns to the movers and customer service, we are unable to locate records substantiating your claims regarding specific missing items or escalations. If you have additional documentation, we are more than willing to investigate further.
  
  Conclusion:
  We regret that you found aspects of your move unsatisfactory. However, our records show that we operated within the terms of the contract, including delivery within the agreed window and the application of accurate charges based on services rendered.
  We value constructive feedback and are open to reviewing any valid evidence you may provide regarding alleged overcharges, missing items, or other discrepancies. Until such evidence is presented, we stand by the documentation, policies, and practices that governed your move.
  

  Sincerely,
  Customer Service Team
  **********************