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:12/13/2024

  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.

  After interviewing companies, we made the decision to hire United Regions based on information/binding estimate $13,432.24 received from salesperson ******* **************. He guaranteed the companies algorithm calculates the job within dollars, yet there was an $8,805.86 increase. Room by room inventory with pictures used for the estimate.After long conversations how moving companies hook you in then true colors are exposed during your most vulnerable time; items are loaded, if you don't pay, they will not move/deliver your items - you're held hostage. Pay/sign paperwork or your stuck even if you DISPUTE the bill (put in writing). Before the move, we were contacting by **** **************. We reviewed inventory again to ensure everything was captured. Well, it wasn't. Many of our shop equipment/machines were not accounted for by the salesman even though we provided the pictures. Our price was elevated to ($14,679.14). We accepted that and continued with utilizing this company.Our final bill was $23,485.00. We were charged for bulk items that were already calculated into the 2 previous quotes, yet they were added on to the final price. It was not disclosed to us that they do not have an interstate license and that our items would be picked up from our residence and then removed from the trucks into another truck. This resulted in damage to our motorcycle (pouring oil when taken off truck), damage to furniture (they packed and charged for), damage to my new home (front door stoop, garage stoop entrance, dents in my walls etc.,) We would not have agreed to this.This company were negligent in providing the correct estimation of the move utilizing their so-called algorithm. Did not disclose very important licensing information and in addition, the bulk charges added were double charges (already included in pricing quote). We are owed approximately $2400 overpayment and ADDITIONAL funds for damage to our property (home) and personal items.

  Business Response

  Date: 12/16/2024

  Thank you for taking the time to share your concerns regarding your recent move with United Regions Van Lines. We regret that your experience did not meet your expectations and appreciate the opportunity to address the points raised in your correspondence.
  

  Addressing the Estimate Discrepancy
  Initial Estimate and Adjustments:
  Your original estimate of $13,432.24 was based on a room-by-room inventory and photographs provided at the time of booking. Estimates are generated using industry-standard algorithms that account for the volume and complexity of a move.
  During the ***************** (QA) process, additional items were identified, including shop equipment and machinery not included in the original inventory. This adjustment resulted in a revised estimate of $14,679.14.
  Upon loading, the final inventory revealed additional items not previously disclosed or properly accounted for, leading to a final bill of $23,485.00. These adjustments are outlined in the Bill of Lading, which was reviewed and signed by you at the time of loading.Bulk Charges: Items classified as bulk were explicitly detailed in the final estimate and Bill of Lading. While some charges may have been included in previous estimates, the need for additional space or handling during loading and transit necessitated these charges. These are standard practices in the moving industry, as outlined in the contract.

  
  Licensing and Logistics
  Interstate License:
  ********************** operates fully within the parameters of its licensing and is in compliance with all federal and state regulations governing interstate moves.
  It is standard industry practice to consolidate shipments to optimize transportation logistics. Your items were safely transferred between trucks, and while we regret the damages incurred, these processes were communicated in the terms of service.
  Communication and Transparency:
  While we strive to provide clear and accurate information, we acknowledge that some customers may feel surprised by operational nuances such as load consolidation. We will use your feedback to improve communication during the booking and QA processes.
  
  Damages to Items and Property
  Motorcycle Damage:
  We regret the damage to your motorcycle. If you have not already filed a claim for this, please submit a claim form along with photographs and documentation of the damage. Compensation will be processed according to the valuation coverage selected in your contract.
  Furniture and Home Damage:
  Damages to furniture and your new home, including walls and ******, are also covered under the valuation protection plan you selected. Please provide detailed documentation to initiate the claims process.
  
  Refund Request
  Regarding your claim of an overpayment of $2,400, we are unable to confirm this based on our records. The charges reflected in the final invoice correspond to the services provided, as outlined in the signed **** of Lading. If you believe there was an error, we invite you to submit any additional documentation for review.
  
  Moving Forward
  We sincerely regret that this move fell short of your expectations. While we believe the charges are in line with the services rendered and the contract terms, we remain committed to addressing your damages through our claims process. Please reach out to our ***************** for further assistance.
  Thank you for your feedback, and we hope to resolve this matter to your satisfaction.
  Sincerely,
  Customer Service Team
  **********************

  Customer Answer

  Date: 12/20/2024

  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.
  
  I have attached a letter describing why we are still in dispute over the final billing.  Our quotes received from the moving company prior to the move INCLUDED the bulk items yet, we are being charged for them again in the final bill.  Nothing was added that was not previously discussed with the second inventory with employee ****. 
  
  Regards,
  
  ***** *****

  Business Response

  Date: 01/06/2025

  Thank you for reaching out to share your experience. We take all feedback seriously and strive to address any concerns raised by our customers. Below, we have reviewed the details of your move and provided clarifications based on our records and company policies.
  
  1. Estimate and Inventory Process
  Original Estimate: Your initial estimate was based on 275 items, as provided during the room-by-room inventory walkthrough and photos submitted to our representative.
  Revised Estimate: A follow-up inventory review with **** increased the item count to 308 items, reflecting additional items such as shop equipment/machines that were not initially accounted for. This revision, including bulk charges, was clearly communicated and accepted by you before the move.
  Final Inventory Count: At the time of pickup, 500 items were recorded, representing a significant increase from both the original and revised estimates. Charges for this additional volume were applied according to the terms of your contract, which is based on cubic footage utilized, not solely item count.
  We understand the financial impact of an increased estimate. However, the adjustments were a direct result of the substantial difference in the volume of items loaded versus those originally estimated.
  
  2. Bulk Charges
  We confirm that bulk charges were applied only once and were not double-charged as claimed. These charges were included in the revised estimate and reflect the handling of large and heavy items like machinery and motorcycles, which require special attention and space.
  
  3. Interstate License and *************************** operates in compliance with all regulations, including interstate transportation licensing. While some shipments may involve transferring items between trucks for logistical purposes, this process is handled carefully to minimize risks. Unfortunately, in your case, it appears that your motorcycle and furniture sustained damage during transport. We regret this and encourage you to file a formal damage claim within 90 days of delivery to ensure proper investigation and resolution.
  
  4. Delivery Day Issues
  We acknowledge your concerns regarding the delivery process:
  Item Count: The driver is responsible for ensuring items are accounted for upon delivery. However, as you noted, the final item count was incomplete. While the Bill of Lading was signed, it included a note of dispute, which preserves your right to address missing or damaged items.
  Handling of Items: We regret that the delivery teams handling of your items did not meet your expectations. Boxes stacked improperly, heavy machinery left in the wrong location, and missing hardware are unacceptable oversights. These issues will be reviewed with the crew to prevent recurrence.
  
  5. Damage to Property and Items
  We are sorry to hear about the damages to your new home and personal items, including the motorcycle, dining table hardware, and walls. As per our policy, damages must be documented and submitted through our claims process. This process allows us to evaluate and provide appropriate compensation under the coverage terms of your contract.
  
  6. Payment Concerns and Overcharges
  Your final balance reflects the actual cubic footage loaded and is consistent with your signed contract. The increased item count and additional space utilized directly impacted the total cost. However, we encourage you to provide documentation supporting the claim of a $2,400 overpayment, and we will investigate further.
  
  7. Better Business Bureau and Reviews
  We acknowledge your concerns regarding reviews and complaints. We are committed to improving our service and addressing valid concerns raised by customers. Your feedback will be reviewed internally to identify areas for improvement, particularly in communication, handling, and customer service.
  
  Next Steps
  To ensure this matter is resolved, we recommend the following:
  File a Claim: Submit a claim for damages to your home, motorcycle, and other items through our claims process. Ensure all supporting photos and documents are included.
  Review Payments: Provide details of the alleged overpayment for further investigation.
  Contact ***************** Our team is available to assist with claim submissions and answer any additional questions you may have.
  We regret that your move did not meet your expectations and appreciate the opportunity to address these issues. Please let us know how we can assist further.
  Sincerely,
  Customer Service Team
  **********************

• Initial Complaint

  Date:12/11/2024

  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.

  12/5/2024: United Regional Van Lines. In attempting to discuss a problem with customer service and/or management, I am met with defensiveness, pushiness, being talked over and not listened to, and a total lack of care regarding my concerns. When someone finally did respond responsibly, then I was just put in que to have the issue dealt with, with no follow through. Although I could not be guaranteed a pick up date for my move, I was assured by the sales team that the company would make the requested date possible. This did not happen and they came a day early, resulting in a loss of business for me of $1000. I had stressed the importance of the requested date many times and was assured they would make that work. I feel like I was told what I wanted to hear by the salesman in order to secure my contract, and then there was a switch.On the move date, two men were sent to handle a large job and it took them from 11:00 AM to 3:30 AM to complete it. This was unreasonable and poorly planned, and I did not get home and to sleep until 4:30 AM and had to be up at 7:00 AM to work. I was so exhausted at the end of it all, that I couldn't properly discuss the final price given to me, which was much higher than the original quote - not to mention that there was no one for me to talk to at 3:30 AM. 147 extra cubic feet was added to the move. The company charged $5.75 per cubic foot for this. When I research average moving costs and how they are calculated, this is very high.

  Business Response

  Date: 12/16/2024

  Thank you for taking the time to share your feedback. We deeply regret that your experience did not meet your expectations and appreciate the opportunity to address your concerns.
  

  Scheduling Concerns
  We understand the importance of adhering to requested pickup dates. While we make every effort to accommodate customer preferences, logistical factors such as availability, routing efficiency, and unforeseen scheduling challenges may necessitate adjustments. This is why our contracts and conversations explain that specific dates cannot be guaranteed, although we understand how frustrating this situation was for you.
  

  Staffing on Moving Day
  We sincerely apologize that the move took longer than anticipated. While our crews strive to complete jobs as efficiently as possible, larger jobs or unexpected complexities can extend the timeframe. The team should have been better prepared to manage your move more efficiently, and we will review this with our operations team to ensure better planning in the future.
  

  Additional Cubic Footage and Pricing
  Regarding the increase in cubic footage, the adjustment reflects the inventory loaded onto the truck that exceeded the original estimate. Our pricing structure, including $5.75 per cubic foot, is consistent with industry standards and accounts for labor, equipment, and operational costs. However, we understand your concerns and encourage you to review the inventory list provided on the day of the move to ensure accuracy. If you believe there are discrepancies, we are happy to review this further.
  

  Communication Challenges
  Your concerns about our customer service interactions are troubling. We aim to provide every customer with attentive and respectful communication. Your feedback highlights an area where we must improve, and we will address this with our customer service team to ensure better support and follow-through in the future.
  

  Next Steps
  We value your business and want to ensure that your concerns are properly addressed. If you have any unresolved issues or require further clarification on your charges or experience, please do not hesitate to reach out to our customer service team directly. We are committed to finding a satisfactory resolution.
  We appreciate your patience and understanding as we work to improve our services.
  Sincerely,
  Customer Service Team
  **********************

• Initial Complaint

  Date:12/04/2024

  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.

  United Regions Van Lines took a deposit for a service and failed to provide said service in the agreed upon timeframe.They did not show up on 10/8/2024 as agreed upon in the BoL, and when contacted indicated they would arrive in awindow of 12pm-3pm on 10/9/2024. This was to complete what they estimated as a 2 day move for a 3000 sq ft homeeven though we scheduled the property to be vacated by 5pm on 10/9/2024 when scheduling with them in order to meetour closing date. After asking for a refund, they refused referencing their cancellation policy even though they were inbreach of the contract. United Regions Van Lines failed to properly fulfill its contractual obligations through a lack ofcommunication and absence during the move dates agreed upon in the bill of lading. This absence represents a materialbreach of contract, entitling us to damages associated with their breach of contract (to include a refund of the depositregardless of the Explicit Agreement to the Policy, Seven-Business-Day Written Notice Requirement for RefundEligibility, and Forfeiture of Deposit for Late Cancellations.

  Business Response

  Date: 12/16/2024

  We appreciate the opportunity to address your concerns regarding the service scheduled for October 8-9, 2024. It is important to clarify the timeline of events and the contractual terms to provide a clear response to your complaint.
  

  Timeline and Communication
  Scheduled Pickup Dates: The Bill of Lading (BoL) outlined a scheduled pickup window for October 8-9, 2024. This timeframe was agreed upon as part of the moving contract.
  Day of October 8, 2024: While the crew was unable to arrive on the first day of the pickup window due to logistical factors beyond our control, the moving team confirmed their arrival for October 9, 2024, between 12 PM and 3 PM. This communication was promptly shared with you.
  

  Move Completion Window: Our estimates indicated that this would be a two-day move for your ***** sq. ft. property. Arrangements for the scheduled pickup and completion of services were fully within the outlined timeframe, with flexibility built into the process to accommodate potential variables inherent to the moving industry.
  
  Contractual Obligations and Breach Allegations
  Your claim that United Regions Van Lines was in breach of contract is unfounded based on the following:
  Defined Pickup Window: The contract and BoL explicitly provide for a two-day pickup window (October 8-9, 2024). While the pickup did not occur on October 8, the service was scheduled to be fulfilled on October 9, well within the agreed-upon timeframe.
  

  Cancellation Policy: Our cancellation policy, which you explicitly agreed to when signing the contract, states that deposits are non-refundable unless written notice of cancellation is provided at least seven business days prior to the first scheduled pickup date. No such notice was received, and the service was not canceled by the company.
  

  Material Breach: There was no material breach of contract, as United Regions Van Lines remained ready and willing to provide the agreed-upon services on October 9, 2024, within the pickup window.
  
  Refund Request
  The request for a refund does not align with the agreed-upon terms and conditions, as outlined in the signed contract:
  The cancellation policy clearly states that deposits are non-refundable after the seven-business-day deadline unless the service is canceled by the company, which was not the case.
  The service was not refused; rather, it was rescheduled within the agreed pickup window.
  
  Addressing Damages
  While we understand your frustration regarding the delay, we fulfilled our obligation to provide services within the scheduled timeframe. Any associated damages, including the timeline you set for vacating your property, fall outside the scope of our liability under the contract.
  
  Conclusion
  United Regions Van Lines takes contractual obligations seriously and acted in full compliance with the agreed terms. While we regret the inconvenience caused by the delay on October 8, 2024, the service was prepared to be completed on October 9, 2024, within the agreed timeframe.
  If you have additional questions or concerns, we encourage you to reach out to our customer service team directly for further clarification.
  Sincerely,
  Customer Service Team
  **********************

  Customer Answer

  Date: 12/17/2024

  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.
  
  The merchant references the dates in the bill of lading as a "window". This was not the agreed upon understanding, nor is that mentioned anywhere in the contract. The bill of lading has a section for "move date" which reads as 10/8/2024-10/9/2024. Within the text of the cancellation policy, there is a section that reads "prior to the pack or load date (whichever comes first) listed above". This provides clarification that 10/8/2024-10/9/2024 (i.e. "the dates listed above") are not transit days or a window, but dates that the merchant should have been packing/loading. As soon as they missed this window, they were in breach of contract. Furthermore, they made no proactive attempts at communication or efforts to remedy the situation.

  In their response to this complaint, reasons aside, the merchant admits that they did not fulfill that obligation "While the crew was unable to arrive on the first day of the pickup window due to logistical factors beyond our control, the moving team confirmed their arrival for October 9, 2024, between 12 PM and 3 PM." They further agree that the move was agreed upon to be a 2 day job (hence 10/8/2024-10/9/2024 as loading/packing dates) "Our estimates indicated that this would be a two-day move for your ***** sq. ft. property.". Outside factors that impact the ability to fulfill contractual obligations have the potential to be resolved, however the merchant seems to have taken the approach that they would just move on as though nothing happened and did not communicate the 10/9 arrival until we called multiple times to ask where they were.

  They go on to make the argument that they would fulfill this 2 day job by starting between 12pm-3pm on 10/9/2024 (the second of 2 days). It simply isn't reasonable that they would be able to fulfill their obligations by starting mid afternoon on the second day. Especially given they never communicated any arrangements they would make to do so.

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

  Business Response

  Date: 12/19/2024

  Response to Customer Concerns Regarding Pick-Up Dates and Scheduling:
  Thank you for sharing your feedback. We strive to provide clear communication and transparent service, and we regret any confusion that arose during your move. Allow us to address the points raised in your complaint, focusing on the terms of your contract and the actions taken by *****
  
  1. Interpretation of Pick-Up Dates
  The contract and supporting documents, including the Binding Estimate and Bill of Lading, outline that pick-up dates are provided as a window for arrival unless ************************** (PGS) is purchased. In this instance, the pick-up window of 10/8/202410/9/2024 represented the timeframe within which the moving crew was scheduled to arrive and begin services.
  Clarification on Pick-Up Window:
  The Bill of Lading confirms the moving team was scheduled to arrive during this window, and the cancellation policy further corroborates this by referencing the "pack or load date" as a starting point for the cancellation timeline. The contractual obligation is to arrive during the pick-up window, not necessarily to complete the job within this timeframe unless explicitly stated otherwise.
  
  2. Communication and Arrival on October 9, 2024
  The crews arrival on October 9, 2024, was within the agreed-upon pick-up window. While logistical delays on October 8 prevented arrival on the first day, the team confirmed their scheduled arrival for October 9 between 12 PM and 3 PM.
  Customer Canceled the Move:
  Despite this confirmation, the customer chose to cancel the service before the job began on October 9. It is important to note that the cancellation occurred before **** could fulfill the contract, and as such, the move was not completed through no fault of URVL.
  
  3. Two-Day Job and Feasibility
  The Binding Estimate projected that this would be a two-day job due to the scope of the move and the size of the property. Starting on the afternoon of October 9 would still have allowed the move to proceed as planned.
  Feasibility of ****************************** completing the move under similar circumstances demonstrates that the timeline was reasonable. There is no basis to claim that **** would not have been able to complete the job.
  
  4. Proactive Communication
  While we acknowledge that the customer may have experienced frustration, URVL communicated the updated timeline for October 9 promptly after logistical adjustments were required. The customer was informed of the scheduled arrival on the morning of October 9, aligning with industry standards for updates during the pick-up window.
  
  Conclusion
  URVL acted within the terms of the contract by arriving within the pick-up window of 10/8/202410/9/2024. The cancellation of services before the move began on October 9 prevented us from completing the job as agreed.
  We respectfully encourage customers to review the terms of their contract carefully to avoid misunderstandings. Should you have further questions or concerns, please reach out to us, and we would be happy to assist.

• Initial Complaint

  Date:11/21/2024

  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.

  Key Issues:1. Misrepresentation During Sales Process Senior Relocation Specialist ***** initially assured protection for delicate items like the marble table Stopped communicating after receiving deposit Failed to clearly explain item preparation responsibilities Failure to resolve outstanding concerns 2. **************** Failures Missed multiple QA appointment times QA representative, sales agent, and movers contradicted previous assurances about item wrapping **************** manager ******* provided inconsistent and unhelpful support Nothing offered for several inconveniences 3. Moving Day Problems Arrived late outside the scheduled window Movers failed to provide accurate etas without the customer initiating phone calls Refused to move marble table without additional $250 fee Claimed inability to locate recorded phone call conversations Inefficient moving process (6 hours for a small apartment) Movers frequently distracted and unproductive 4. Delivery Complications 19-day delivery delay (compared to previous 2-day interstate move with other carriers) Unexpected payment method requirements Repeated delays in providing delivery estimates 5. Property Damage Damaged items included: o Floor lamp $400 o Nightstand $500 o White marble table with major scuffs $7000 Potential for additional undiscovered damages

  Business Response

  Date: 12/16/2024

  Thank you for providing the detailed feedback regarding your experience with United Regions Van Lines (URVL). We value your input and would like to address your concerns based on the contracts and documents governing our services, ensuring transparency and clarity.
  
  1. Misrepresentation During Sales Process
  Protection for the marble table:
  The Valuation Addendum and Packing Materials documents clarify that the shipper is responsible for the appropriate preparation and packing of delicate or fragile items unless full-service packing was specifically ordered and agreed upon in writing. While it is regrettable that communication from the Relocation Specialist ceased after the deposit, the responsibility for ensuring the wrapping of delicate items, like the marble table, lies with the shipper unless the crating or packing was explicitly included in the service order.
  Item preparation responsibilities:
  The documents clearly state that fragile items (e.g., marble) require proper preparation to avoid damage and may incur additional charges if movers are required to provide such services on-site.
  
  2. **************** Failures
  Missed QA appointments:
  While it is unfortunate that scheduling conflicts occurred, the Revised Written Estimate and ************* Services documents emphasize that final inventory confirmation and other pre-move coordination efforts are critical and dependent on shipper availability and timely responses.
  Inconsistent wrapping assurances:
  Company policy only obligates URVL to pack items when this service is explicitly agreed upon in the contract. Otherwise, preparation is the responsibility of the shipper. Assurances outside the signed agreements are non-binding unless documented.
  
  3. Moving Day Problems
  Arrival delays:
  The Bill of Lading states that pickup and delivery times are not guaranteed unless the ************************** (PGS) is selected. Without PGS, scheduling is subject to reasonable dispatch, road conditions, and other factors.
  Additional $250 for wrapping the marble table:
  The Packing Materials and ************* Services documents list additional charges for crating and wrapping as optional services that must be paid in full before they are performed. These charges are standard across the industry and in compliance with federal regulations.
  Efficiency of movers:
  Movers are required to work efficiently and ethically; any unprofessional behavior should be reported with specifics for internal review. However, the time taken can vary depending on the nature and complexity of the move.
  
  4. Delivery Complications
  19-day delivery delay:
  As per the Bill of ************************ (S.S.) allows for a delivery window of up to 21 business days from the first available delivery date, excluding weekends and holidays. This timeline adheres to the agreed terms.
  Payment method issues:
  The Revised Written Estimate and **** of Lading specify that final payments must be made using post-office money orders or cash upon delivery. This policy is non-negotiable and outlined to avoid discrepancies.
  
  5. Property Damage
  Damaged items and claims process:
  **** offers two levels of liability: Limited Liability (default, at $0.60 per pound per article) or Full Value Protection (FVP) if purchased. Claims must be filed within nine months of delivery, with damages noted on the inventory list at the time of delivery. For items of extraordinary value, their specific listing and valuation are mandatory for coverage.
  
  Resolution Path
  Claims for Damages:
  File a written claim with documentation (e.g., inventory list, proof of ownership, photographs). **** will evaluate the claim as per the selected valuation option.
  Further Disputes:
  URVL offers an arbitration program, a cost-effective alternative to litigation, as outlined in the Bill of Lading.
  
  Final Remarks
  While we regret your dissatisfaction, URVL acted within the scope of the agreed terms and conditions. Many of the issues highlighted relate to responsibilities clearly delineated in the provided agreements. Should you have additional documentation or evidence, we encourage you to submit it for review.
  Thank you for taking the time to provide feedback.
  

• Initial Complaint

  Date:11/08/2024

  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 was quoted $9,093 to move my belongings from SC to ** but ended up paying $15,153. I was told my household goods would fit into one 26 truck several times and that United Regions Van Lines used there own trucks. When the movers arrived in two trucks, one from Enterprise and the other from Budget I was very surprised and uneasy. The movers proceeded to pack the 2nd truck with items from the shed and pool area. Then began with the 1st truck with my household goods. I was told that my goods wouldnt fit into one truck at 7pm on a Saturday and the cost went up by 60%. I feel that the company representative grossly underestimated my household in order to gain my business. They delivered on a Sunday when no one was in the office to dispute the rise in costs and was told that my costs would increase by another $1,000 minimum if they had to leave and return another day. I had to come up with an additional $6,000 in cash to avoid the extra cost. On Monday when I called I went into the voicemail system several times. I called from another phone and was connected right away. I spoke to customer service and was told they didnt have the documents yet but they would call me when received. On Wednesday I called back again as I wasnt called back and was told that the additional goods caused the increase in price and nothing could be done, they refused to refund any of my money. I asked to speak with a manager and was told the owner would call me back. I have yet to receive a response from anyone at ************************* moving date was 10/26 delivery was 10/27/24. The move went from 1700cf to 2700cf, this was an increase of outrageous proportion and in my opinion purposefully done.

  Business Response

  Date: 11/19/2024

  Thank you for your feedback regarding your recent move with United Regions Van Lines. We understand that moving can be a stressful process, and we take all concerns seriously. Allow us to address the specific points raised in your message:
  
  Estimate vs. Final Costs
  Your initial estimate of $9,093 was based on an inventory provided at the time of booking. The final volume of your shipment was measured at ***** cubic feet, a significant increase from the original estimated ***** cubic feet. This difference accounted for the additional items loaded, which were not disclosed during the initial inventory process. Adjustments to the final cost were made accordingly, and this is standard practice within the moving industry.
  While we make every effort to provide accurate estimates, it is important to note that estimates are based on the information provided by the customer. If additional goods are included, as occurred in this case, corresponding charges will apply.
  
  Multiple Trucks
  Our goal is to ensure all goods are transported safely and efficiently. Given the increase in cubic footage, two trucks were necessary to accommodate the full inventory. It is standard procedure to use additional trucks if required, and this decision is made to ensure all items are moved promptly and securely.
  The trucks provided were part of our logistics network, which includes rental vehicles when needed to meet scheduling demands. While we understand your unease about the use of rental trucks, this does not compromise the quality or security of our service.
  
  Delivery Timing
  Your move was completed within the agreed timeframe, with delivery taking place on October 27, 2024, the day after pickup. This is an expedited delivery timeline, ensuring that your belongings were delivered promptly. Any adjustments requested after the move began, such as delaying delivery, would have resulted in additional charges for storage and rescheduling, as outlined in your contract.
  
  Communication with Customer Service
  We regret any difficulties you experienced in reaching our team. We strive to provide timely responses to all inquiries and understand that delays in communication can be frustrating. Our records indicate that our representatives reviewed your case and confirmed that the additional charges were due to the significant increase in inventory. If you would like to discuss this further, we encourage you to contact our customer service team directly for additional assistance.
  
  Moving Process
  We are committed to transparency and professionalism in all aspects of our service. The increase in cubic footage and corresponding charges were based on the additional goods loaded onto our trucks. We assure you that no intentional underestimation was made during the quoting process, and adjustments reflect the reality of the inventory moved.
  
  Resolution
  While we understand your concerns, the final charges are consistent with the services provided and the inventory loaded. We appreciate your feedback and are continuously working to improve our processes and communication.
  If you would like to further discuss your concerns or request additional clarification, please do not hesitate to reach out.
  Sincerely,
  Customer Service Team
  **********************

• Initial Complaint

  Date:11/07/2024

  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 hired them to move my belongings from ******* to ****. The salesperson, *****, stated he would be in constant contact and my belongings would arrive in **** in a few days. They picked up my stuff on October 28th. They loaded the truck then demanded almost $1,000 more. ***** stated my stuff would be taken to a warehouse overnight then on a truck the next day to ****. Today is November 7, still do not have my stuff. They only person who answers any extension is ******* who is not helpful. She cannot tell me when I will receive my stuff. I cannot reach the salesperson *****. No return calls even when messages are left. ******* just says neither ***** nor ***** should have given me information because they don't know what they are talking about. Have paid $5,862.13 so far and they want more when they deliver.

  Business Response

  Date: 11/19/2024

  Thank you for sharing your concerns. We take all feedback seriously and strive to address every issue in a clear and professional manner. Let us provide clarity on the points raised:
  
  Pricing and Payment Adjustments
  The original estimate for your move was $8,444.89, based on the inventory provided at the time of booking. Upon pickup, the final inventory and additional services required resulted in an adjusted bill of $9,337. While this represents a necessary adjustment, it does not, as you state, "almost double" the original estimate. All adjustments are consistent with the inventory and services rendered, which are clearly outlined in the signed contract.
  
  Delivery Timeline
  Your First Available Delivery Date (FAD) was October 31, 2024. The contract specifies an estimated delivery window of 0-17 business days from the ***. Delivery of your belongings on November 13, 2024, is well within this contractual timeline. While we understand that waiting can be inconvenient, this timeline adheres to industry standards and was communicated to you during the booking process.
  
  Communication Concerns
  We regret any frustration caused by communication lapses. It's important to note that while our sales team, including *****, is available to provide initial estimates and guidance, once the move is underway, the operations team is the primary point of contact for updates. ******* is part of this operations team and provides information based on the most accurate updates available at the time.
  
  Additional Charges
  The balance due at delivery reflects the remaining portion of your final bill, consistent with your contract terms. We do not impose arbitrary fees, and any charges have been clearly itemized and documented.
  
  Resolution
  We understand moving can be a stressful process, and we sincerely apologize for any miscommunication or inconvenience. However, we believe the services provided were within the agreed terms and delivered within the outlined timeframe. If there are specific concerns you would like addressed further, we encourage you to contact our customer service team directly.
  We hope this explanation provides clarity and resolves your concerns.
  Sincerely,
  Customer Service Team
  **********************

  Customer Answer

  Date: 11/20/2024

  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 spent over an hour on the phone with the sales person doing a detailed inventory. When they showed up to move my stuff, then they claimed I had more stuff than they were aware of. Not true, as they had a complete inventory list. The sales person told me he would be available every step of the way and I could contact him at any time. Not true. Once they picked up my stuff, I was no longer able to speak with him. **************** told me that I could not talk to him. when they picked up my stuff, the driver told me my belongings would spend the night in the warehouse and be on a truck the next day to ****. **************** told me that was not true. **************** said he should never have said that. Some of my belongings are soaking wet and ruined. I was told it rained. Rained inside their truck? Rained inside their warehouse?  When they finally got around to delivering my belongings, the driver wanted to put everything in my garage and just leave it. I was told that they would put things where I wanted them as far as which room, and I was told that they would put together anything they took apart. I had to repeatedly ask for this to happen. customer Service is no help whatsoever. It is one person in there **************** and she is so rude. Its ridiculous. No help at all.

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

  Business Response

  Date: 11/21/2024

  We sincerely regret to hear about your dissatisfaction with your moving experience. We aim to ensure every move goes smoothly, and while we respect your perspective, we feel it's essential to address some key points to provide clarity:
  

  Inventory Discrepancy:
  Our records indicate that the estimate was based on the inventory provided during the consultation. However, upon arrival, our team identified additional items not listed in the initial inventory, which accounted for the changes. We understand this can be frustrating, but adjustments are standard when there are discrepancies between the estimate and the actual load.
  

  Communication with Sales Representatives:
  Sales representatives are involved during the booking and planning phase. After the move begins, operational logistics are handled by our **************** team to streamline communication. We regret if this transition was not explained clearly and caused any inconvenience.
  

  Wet Belongings:
  We investigated the claim regarding wet belongings, and the only item reported as wet was a dog bed. This may have been an isolated incident, and we apologize if it caused concern. Our trucks and warehouses are designed to be weatherproof, and any damage claims can be filed for review.
  

  Delivery Concerns:
  Our delivery teams are instructed to place items in designated rooms and reassemble furniture as required. We apologize if this was not executed to your expectations initially but are pleased that the team ultimately fulfilled this request. We encourage feedback to help improve our service further.
  

  **************** Experience:
  We are disappointed to hear you felt our **************** was not helpful. We strive for professionalism and politeness in all interactions. If a specific issue occurred, we would like to investigate further. Please share any additional details about this interaction so we can address it appropriately.
  

  Threatening Behavior:
  We were made aware of threats made to our team during delivery. While we aim to accommodate requests, aggressive behavior creates a challenging work environment for our staff. We encourage constructive dialogue to resolve concerns respectfully.
  We value your feedback and hope to resolve any outstanding issues amicably. Please contact us if you wish to discuss this matter further or require assistance with a damage claim.
  

  Sincerely,
  **************** Team
  **********************

• Initial Complaint

  Date:10/30/2024

  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.

  They broke a king size bed frame with 4 large drawers, broke the legs off of a desk and damaged A queen size bed frame.When I filed a claim, they said they would refund $60. So so unfair.The worth of the items is almost $700.They are such a scam. It took one month for them to deliver my items from ************** to **********.

  Business Response

  Date: 11/21/2024

  Thank you for sharing your concerns about your recent move with us. We understand your frustration, and we would like to address the points raised to provide clarity and context.
  

  Damage Claim:
  Our records show that the items in question were assessed under the valuation protection option selected at the time of booking. The standard valuation provided under federal regulations is $0.60 per pound per item unless additional coverage was purchased. If the items' value exceeds the standard compensation, we recommend purchasing higher coverage at the time of booking, as outlined in our contract.
  While we regret the damage reported, the $60 refund offered aligns with the valuation coverage chosen. Unfortunately, the claim amount of $11,000 for items valued at $700 does not correspond to the protection option selected.
  

  Delivery Timeline:
  Your shipment was delivered within the agreed delivery window specified in our contract. We understand that waiting for belongings can be inconvenient, but our estimated delivery times are based on logistical and operational requirements. ************** to ********** is a long-distance move that requires careful planning to ensure safe transport.
  

  Moving Process Transparency:
  We take these claims seriously and aim to ensure fairness and transparency. If you feel the resolution provided does not meet your expectations, you are welcome to reach out to our claims team for further clarification. Additionally, we encourage customers to thoroughly review contract terms and coverage options before booking.
  

  Our goal is always to provide a fair and efficient service to all our customers. We remain available to address any additional concerns or clarify any misunderstandings.
  

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

  Customer Answer

  Date: 11/26/2024

  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.]

  United Regions Van Lines said that i claimed $11,000 for the damaged items. That is totally false.

  I did have the insurance at .60/pound. I estimated the weight of the damaged items to be 400Lbs for a total of $240.00.

  Where they got the amount of $11,000 claimed is beyond my understanding.

  They sent me a settlement of $60 for the 400 pounds. The contract clearly states .60/pound.

  I submitted a dispute claim and the changed they amount to be reimbursed to $110. That is clearly again not 400 x .60.

  I am completely mortified by the fact that they said I claimed $11,000. They are clearly either lying or incorrect. I do not know where they got that number.
  

  All am I asking for the amount of $240: 400 pounds x .60/the contract which does not cover the value of the claimed items.They also broke the legs off of a desk and damaged a queen size bed frame.
  

  I had to purchase a new king size bed frame for $600 for the frame that they ruined beyond repair.  The original frame was quite heavy because it had 4 large drawers attached.

  Thank you for the opportunity to respond to a false statement.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:10/28/2024

  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.

  We had a really unfortunate experience with UnitedRegionsVanLines in October of '24, and in comparing reviews, we believe these practices are common and indicates bad business practices. Main pain points:1) vastly incorrect estimate: we did a video call & asked VERY detailed questions about furniture/decor. Quote was 40% shy of the final cu ft/price despite assurances, increasing our bill by almost double. Other reviews suggest this is common practice. Indicates: extreme incompetency or intentional misleading.2) hidden fees: bulk items/fuel surcharge: we asked multiple times about potential additional fees. Still, we got hundreds of $ in "bulk" fees for items discussed in detail in the 6 wks prior to move. No party (incl QA) mentioned fees. We request reimbursement for these, esp since some of the items were damaged. Indicates: incompetency or intentional misleading 3) contract had mattress covers/TV boxes, but not used 4) poor packing/damage: most items had no packing material and no regard to fragile vs heavy items, hence damage occurred even for generator&smoker(which we paid special handling fees)5) driveway damaged by trucks 6) OSHA violations: PPE violations, all employees 7) dishonest contract process: forced to sign multiple contracts that incl service compliance before service took place (ex: signing delivery forms stating no issues/damages before ******* allowed trucks to be unloaded). Indicates: fraudulent practice 8) poor communication/cust service: brought issues to the **** right away. Associates claimed they couldn't help, yet didn't allow us to talk to a manager/sales team. There was no intention to resolve our issues. They wouldn't authorize delivery until we paid a bill we were currently disputing. Indicates: fraudulent practice Since our issues are still not be resolved, & these experiences are consistent w/ other customers, we believe this company has bad business practices and would not recommend working with them.

  Business Response

  Date: 11/13/2024

  Thank you for sharing your feedback regarding your October move with us. We truly regret that the experience fell short of your expectations and appreciate the opportunity to clarify the details surrounding the concerns youve raised.
  

  Estimate and Inventory Changes: The original estimate was based on an item count of 162. At the time of pickup, the actual inventory had increased to 203 items, naturally resulting in an adjustment to the final charges. We aim to offer accurate estimates based on initial information provided by customers, and any additional items are factored in at the time of loading.
  

  Disclosure of Fees: We understand that fees can sometimes be a point of concern, which is why our contract clearly outlines charges for bulk items, additional packing needs, and other services. While we make every effort to review these details in advance, customers are encouraged to review the signed contract to ensure a thorough understanding of these disclosures.
  

  Packing Standards: ******** followed all standard procedures for packing, which includes wrapping items in protective materials. In cases where mattress covers may not be available, for instance, we apply blanket and shrink-wrap to ensure the best protection possible.
  

  Forms and Documentation: To clarify, delivery forms are intended to note any immediate visible issues and do allow for detailed notation if there are concerns during unloading. It is never our practice to misrepresent or conceal documentation requirements.
  

  Communication with Our Team: We understand that it can be frustrating if questions seem unresolved, especially during a high-stress process like moving. Our goal is always to address concerns as they arise, and were continuously working to improve communication to make this as seamless as possible.
  

  Thank you again for providing detailed feedback, and please let us know if there are any additional questions or remaining concerns. We are committed to customer satisfaction and always aim to make improvements based on customer experiences.
  Sincerely,
  

  Customer Service Team
  **********************

  Customer Answer

  Date: 11/15/2024

  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 see our below responses inserted into the MESSAGE FROM BUSINESS:
  
  Estimate and Inventory Changes: The original estimate was based on an item count of 162. At the time of pickup, the actual inventory had increased to 203 items, naturally resulting in an adjustment to the final charges. We aim to offer accurate estimates based on initial information provided by customers, and any additional items are factored in at the time of loading.

  RESPONSE: item count did not increase.  In fact, special item count decreased as we took some of these large bulk items ourselves.  They are referring to an increase of boxes which we specifically asked about during the estimate/quote process.  They said box count was not necessary for the estimate as it did not affect it and that it could be "figured out later".   This is blatant false information as they later used the increase box count to increase our price significantly.
  
  Disclosure of Fees: We understand that fees can sometimes be a point of concern, which is why our contract clearly outlines charges for bulk items, additional packing needs, and other services. While we make every effort to review these details in advance, customers are encouraged to review the signed contract to ensure a thorough understanding of these disclosures.

  RESPONSE: A bulk fee was added to an item during the estimate process.  Hence, we specifically asked about any other items that needed additional bulk fees.  They said there were none, however they still charged over $500 of bulk item fees on items that were on the original quote that we specifcally asked about.  This is blatant false information.
  
  Packing Standards: ******** followed all standard procedures for packing, which includes wrapping items in protective materials. In cases where mattress covers may not be available, for instance, we apply blanket and shrink-wrap to ensure the best protection possible.

  RESPONSE: This is completely false.  See attached images.  The only packing material used was for kitchen items.  All other rooms of the house were packed without any packing material, with no regard to fragile or heavy items. TV boxes were in our contract, yet none were provided.
  
  Forms and Documentation: To clarify, delivery forms are intended to note any immediate visible issues and do allow for detailed notation if there are concerns during unloading. It is never our practice to mis***resent or conceal documentation requirements.

  RESPONSE:  the ******* would not allow his team to unload the trucks without is signing paperwork before inspecting the goods. It doesn't make sense to have us sign that there are "no damages" if we are not allowed to inspect the goods.
  
  Communication with Our Team: We understand that it can be frustrating if questions seem unresolved, especially during a high-stress process like moving. Our goal is always to address concerns as they arise, and were continuously working to improve communication to make this as seamless as possible.
  
  RESPONSE: After reading other reviews, it appears that communication has not been improved over time, nor does it appear to be of concern for the business.  We we told we "were not allowed" to speak to the original sales *** after issues arose, and at no point was any management team member brought into the conversation to resolve.  Anyone can tell this is not good communication practices.
  
  
  Regards,
  
  ***** **********

  Business Response

  Date: 11/19/2024

  
  Dear Ms. ******************** you for your detailed feedback regarding your recent experience with United Regions Van Lines. We value the opportunity to address your concerns and provide clarity on the matters raised. Below, we have carefully reviewed and responded to your points.
  
  Estimate and Inventory Changes
  Our Response: The original estimate was based on an inventory count of 162 items. At the time of pickup, the actual inventory reflected an increase to 203 items, which contributed to the adjusted final charges. Additional boxes or unanticipated items can affect the space requirements and overall cost.
  Clarification to Your Response:
  We understand your claim that the item count did not increase, but our records indicate otherwise. Specifically, additional boxes were added to the shipment, which inherently impacts cubic footage and the final cost. While box count may not have been detailed during the initial estimate, it directly correlates to cubic footage and subsequent adjustments. We apologize if this was not made clear during the quoting process, and we will review internal communications to avoid such misunderstandings in the future.
  
  Disclosure of Fees
  Our Response: All fees, including those for bulk items and additional packing, are disclosed within our contract. These are reviewed with customers at multiple stages, and we encourage customers to review the document carefully to ensure alignment on all charges.
  Clarification to Your Response:
  If a bulk fee was previously discussed and you were assured that no additional items would incur such fees, we understand your frustration. However, our records indicate that certain items may not have been properly identified as bulk during the initial estimate. These discrepancies can sometimes occur due to the subjective nature of estimating bulk status, but we will investigate whether additional clarity or follow-up from our team could have prevented this issue.
  
  Packing Standards
  Our Response: Our teams adhere to industry-standard packing protocols to ensure the safe transit of all items. When specific materials like mattress covers are unavailable, alternative protective measures, such as blanket and shrink-wrapping, are applied to safeguard items.
  Clarification to Your Response:
  We reviewed your attached images and appreciate your concerns about the lack of packing material used in certain areas. While this falls short of our expected standards, please note that packing options, such as enhanced packing materials for TVs, are contingent upon availability and the scope of services requested at the time. We acknowledge any shortfalls here and will reinforce our training protocols to ensure consistency across all teams.
  
  Forms and Documentation
  Our Response: Delivery forms are designed to allow immediate notation of damages or issues upon unloading. Customers are encouraged to make thorough inspections before signing, and it is not our practice to misrepresent or conceal documentation requirements.
  Clarification to Your Response:
  If you were required to sign forms indicating no damages before inspecting your items, we apologize for this deviation from protocol. Such actions contradict our company policy, and we will investigate this incident further to ensure compliance and prevent recurrence. Your feedback is invaluable in addressing these lapses.
  
  Communication with Our Team
  Our Response: We aim to provide clear, accessible communication throughout the moving process. Any difficulties or lapses in responsiveness are not reflective of our companys goals and will be addressed to improve future interactions.
  Clarification to Your Response:
  We regret that you were unable to speak with your original sales representative or escalate your concerns effectively. It is not our intention to restrict communication, and we will evaluate how these breakdowns occurred in your case. Your feedback on this matter will be used to enhance our internal escalation procedures and customer support systems.
  
  We understand that your experience did not meet expectations, and for that, we sincerely apologize. We will use your feedback to address gaps in our processes and ensure that our practices are more transparent and consistent moving forward.
  Thank you for bringing these matters to our attention. If there are further unresolved concerns, we welcome the opportunity to discuss them with you directly.
  Sincerely,
  Customer Service Team
  **********************

• Initial Complaint

  Date:09/23/2024

  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.

  United regions van lines pick up all my belongings on Aug. 26. My first delivery day was Aug 30. It is now Sept 23 and I still havent received a delivery date. Each time I call the company an employee gives me a different excuse. I finally spoke to the customer service manager today. She was rude and unhelpful. Im worried my belongings are lost, or that people at this company are scammers.

  Business Response

  Date: 09/30/2024

  Thank you for bringing your concerns to our attention. We understand the frustration and worry that can arise in situations like this, and we sincerely apologize for any inconvenience you've experienced.
  

  We want to reassure you that your belongings are not lost. The delivery is currently on its way and is scheduled to arrive by Wednesday. Our driver has already provided the 48-hour notice for the delivery, so you can expect your items to be delivered on time.
  

  We appreciate your patience during this process. Should you have any further questions, please do not hesitate to contact us.
  

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

• Initial Complaint

  Date:09/23/2024

  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.

  Where to begin.The short and sweet of it is these people didn't finish the job. They left our armoire sitting in our garage instead of moving it upstairs to our bedroom. The delivery driver was unable to safely move it upstairs. He said the moving company would be contacting me to schedule a team out to move it upstairs. Weeks went by and I heard nothing. When I called the moving company, they refused to move the armoire upstairs. I have sent repeated emails which have been ignored.They claim they don't have to move the armoire upstairs since the driver couldnt do it. Yet they, did not schedule a team to help the driver move our stuff in. 5.5 hours of watching him move our house by himself before he was able to find his own help, which was just one extra guy. Yeah, the guy had no chance of carrying the armoire up the stairs himself because United Regions Van Lines cuts corners and didnt supply adequate help.All this after jacking the price up on his by $6300 the night of the move LOL. They sent two guys to our house who showed up late, and spent 15 hours packing our house. I drove my family from ******** to ************** on three hours of sleep to make our closing down here in time. Just another example of their inadequate planning and ********** truth, I will never ever use or recommend United Regions Van Lines again.However the least they could do to make any of this right, is to get a team out here to move this armoire upstairs, or pay us $350 to hire our own team.

  Business Response

  Date: 09/30/2024

  Thank you for bringing your concerns to our attention. We want to provide you with a detailed response and address every issue raised in your complaint to offer you the clarity you deserve.
  

  1. Armoire Left in the Garage:
  The decision to leave the armoire in the garage was not due to a lack of assistance, but because of the size and weight of the item. Upon arrival, our delivery driver assessed the situation and determined that safely moving the armoire upstairs would be problematic. This was discussed with you, and a mutual decision was made at that time to leave the item in the garage to avoid any potential damage or safety issues.
  

  2. Lack of Assistance:
  Contrary to your statement, a full crew was initially scheduled to assist with your move. The delivery driver did have support available; however, large, bulky items like the armoire sometimes require additional considerations to ensure both the item and property are not damaged. Our company always prioritizes safety and the condition of your belongings.
  

  3. Failure to Contact for Additional Assistance:
  We acknowledge that there was a gap in communication regarding the armoire. However, the reason for not sending another team was based on the assessment that even with additional personnel, the armoire could not safely fit through the stairs due to its size. We regret that this wasn't communicated to you more effectively.
  

  4. Increased Costs:
  The increase in costs was due to the final inventory differing significantly from the original estimate. Our records indicate that the total number of items increased substantially from what was initially quoted. We discussed and provided a revised estimate before proceeding with the job, which you agreed upon.
  

  5. Crew Arrival and Extended Packing Time:
  The moving crew worked diligently to ensure all your belongings were packed securely, even though this process took longer than expected. Delays can occur when moving a large number of items or handling complex packing needs. We apologize if the situation caused you inconvenience, especially regarding the tight timeline for your closing.
  

  We understand that moving can be stressful, and we appreciate your patience. We are committed to working with you to find a satisfactory resolution.
  Sincerely,
  Customer Service Team
  United Regions Van Lines

  Customer Answer

  Date: 10/09/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22323135, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I am not even surprised that such a scummy company is not willing to even reimburse $350 to make one of many grievances right.  Based on the reviews and complaints from the multitude of other dissatisfied United Regions Van Lines customers, it's clear this is standard operating procedure.  I will respond to your points:

  1. Armoire Left in the Garage:
  The decision to leave the armoire in the garage was not due to a lack of
  assistance, but because of the size and weight of the item. Upon arrival, our
  delivery driver assessed the situation and determined that safely moving the
  armoire upstairs would be problematic. This was discussed with you, and a
  mutual decision was made at that time to leave the item in the garage to avoid
  any potential damage or safety issues.

  This would be a lie, but again I am not surprised by anything with United Regions Van Lines at this point.  We did agree to leave the armoire in the garage, after I was told that United Regions Van Lines would be sending a crew out to bring the armoire upstairs at a later date.  It absolutely was left because he could not bring it up to the second floor himself with just one helper, a failing of United Regions Van Lines to provide adequate help.

  2. Lack of Assistance:
  Contrary to your statement, a full crew was initially scheduled to assist with
  your move. The delivery driver did have support available; however, large,
  bulky items like the armoire sometimes require additional considerations to
  ensure both the item and property are not damaged. Our company always
  prioritizes safety and the condition of your belongings.

  You claim a full crew was initially scheduled to assist with my move.  Where were they?  My wife and I watched the driver unpack our house, alone for 5.5 hours before he found one guy from Charlotte to come help him bring the bigger items in.  That is absolutely a failing of United Regions Van Lines.  You don't prioritize safety, you allowed a senior citizen to unpack my house by himself in 90 degree heat to save a few bucks.

  3. Failure to Contact for
  Additional Assistance:
  We acknowledge that there was a gap in communication regarding the armoire.
  However, the reason for not sending another team was based on the assessment
  that even with additional personnel, the armoire could not safely fit through
  the stairs due to its size. We regret that this wasn't communicated to you more
  effectively.

  Not communicated, at all - and was contrary to what was communicated to me by your representative on the job.  We were told a crew would be coming out to move the armoire upstairs.  Never once did anyone say it could not safely fit through the stairs.  Whose assessment was this?  United Regions Van Lines never darkened our doorstep, only the driver who told us another crew would be coming.

  4. Increased Costs:
  The increase in costs was due to the final inventory differing significantly
  from the original estimate. Our records indicate that the total number of items
  increased substantially from what was initially quoted. We discussed and
  provided a revised estimate before proceeding with the job, which you agreed
  upon.

  You're either horrible at estimating, or this is a clear bait and switch.  The price went up 75%.

  5. Crew Arrival and Extended
  Packing Time:
  The moving crew worked diligently to ensure all your belongings were packed
  securely, even though this process took longer than expected. Delays can occur
  when moving a large number of items or handling complex packing needs. We
  apologize if the situation caused you inconvenience, especially regarding the
  tight timeline for your closing.

  Your apologies are hollow.

  For anyone reading this prior to making their decision on who to hire, do not hire United Regions Van Lines.  They are crooks and will deny any responsibility for their wrong doings.  As you can see, after jacking up the price 75% and leaving items in the garage, they won't even reimburse us the cost of moving said items to their final destination in the house or send out another team.  They will create bold faced lies to excuse their actions, but God knows the truth and there's very few worse than those who will take advantage of people in their time of need.

  
  
  
  Regards,
  
  
  
  Shane Smith

  Business Response

  Date: 10/15/2024

  Thank you for your feedback. We understand that you are frustrated with your experience and want to address your concerns directly based on the facts and policies we have in place.
  

  Armoire Left in the Garage:
  Our records indicate that a mutual decision was made to leave the armoire in the garage after evaluating the situation for safety reasons. We regret if there was any miscommunication regarding additional assistance. However, it was assessed that, even with extra personnel, the armoire would be difficult to move upstairs without risking damage or injury. We understand this is frustrating, but safety remains a priority for both your items and our crew.
  

  Lack of Assistance:
  A full crew was indeed scheduled, but logistical challenges arose that delayed additional help. The driver acted in good faith to continue the process despite these difficulties and arranged for local assistance. While we regret the delay, our priority was completing the job safely and within reasonable time constraints. We understand your concerns and acknowledge that it could have been better handled, especially given the weather conditions.
  

  Failure to Contact for Additional Assistance:
  We acknowledge that there may have been a gap in communication regarding sending another crew to assist with moving the armoire upstairs. The decision not to send additional help was based on safety concerns about the size and fit of the armoire in your stairway. While the driver informed you about possible further assistance, we regret that the final decision was not conveyed more clearly.
  

  Increased Costs:
  The increase in costs was a result of the final inventory differing from the original estimate. The 75% increase occurred because additional items were either added or their volume was underreported in the initial inventory. We provided a revised estimate before proceeding, and it was agreed upon. This was not a "bait and switch" but rather a standard adjustment based on the actual volume of your move.
  

  Crew Arrival and Extended Packing Time:
  We understand the extended time taken for packing may have caused inconvenience, particularly with your closing timeline. Our crew worked to ensure your items were packed safely and securely, which sometimes takes more time than initially expected. We apologize for any delays this caused, but our priority remains the protection of your belongings.
  

  We regret that your experience with United Regions Van Lines did not meet your expectations. While we strive to provide the best service possible, logistical challenges and misunderstandings can occasionally arise. Should you wish to discuss this further or seek a resolution, we encourage you to contact our office directly.
  Sincerely,
  Customer Service Team
  United Regions Van Lines