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.

close

Find a Location

United Regions Van Lines LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is fraudulent and scammers. I was quoted $10100 for my moving costs and theyve now extorted an additional $7k from me and I still dont have my items. They will only accept payment certain ways which is preposterous and suspicious. They load everything on a too small truck then youre basically forced to accept having to pay more money because now all you belongings are on a truck being help hostage.

  Business Response

  Date: 09/05/2024

  We take your concerns very seriously and want to clarify the situation regarding your move. We understand that moving can be stressful, and its essential for you to feel confident in the process.
  

  Regarding the price difference, your original estimate was based on an inventory of 189 items, as provided at the time of booking. However, during the actual move, our crew handled 267 items, which understandably increased the final cost due to the additional items and space required. Our pricing structure is directly tied to the volume of items being transported, and any changes in inventory will naturally affect the final cost.
  

  In terms of payment methods, we follow standard industry practices and communicate these terms upfront to ensure transparency. Our goal is to make the process as straightforward as possible for our customers.
  

  We would never "hold hostage" any of your belongings, and we regret if there was any miscommunication regarding the additional charges. If you have any questions or need further clarification, we encourage you to reach out to our customer service team so we can resolve any outstanding issues.
  

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

  Customer Answer

  Date: 09/05/2024

  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.
  
  $7k more seems excessive especially when you asked me to change my loading date to better accommodate your issues. Also , upon finally getting my items yesterday -my very expensive sleep number bed is damaged. It is $150 for service to come out and who knows how much to fix it once theyre actually here. 
  I had to spend an extra night in a hotel to accommodate your request of a pick up date. 
  Additionally, I just moved 2 years ago almost to the exact date with a different company and their process was much more simple and they were far more communicative. I got a date for loading I got a date for unloading, half was given as a deposit half was paid upon unloading and I could use my credit card  not this 3 day window nonsense that you told me for both pickup and delivery, not we can only accept these particular types of payment at different times if I can wire you money one time or provide a cashier check one time why is that not an option another time? Preposterous. Suspicious. Finally, it took your two guys that loaded items almost 12 hours (they were at the home well after midnight so I could not stay there to observe what they were doing) they brought a truck that was too small which I believe was done on purpose to force me to have to sign papers for an additional truck so you could force additional money out of me. You honestly mean to tell me that your estimators are THAT bad at their jobs!! That they would send the wrong size truck? I was very communicative with how many things I had in my home. There were only a few items from my move two years ago that were new for this move and that move was done for $8800. You mean to tell me in 2 years the price of moving/delivery services went from $8800 to just shy of $16500? It doubled in 2 years?! I call BS! 
  I expect my damaged bed (bc your loaders folded it in half!) to be reimbursed for repairs and service costs. Additionally, I think I should be compensated for the extra night I had to spend in a hotel to accommodate your change of pick up/loading. Finally, I want a $5000 reimbursement of my money Ive paid to you already as you forced me into an impossible situation holding my belongs for ****** basically and your employees did a poor job of planning for this move all the way around. I believe $11k+ is more than sufficient of a price to have paid for this move. 

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

  Business Response

  Date: 09/20/2024

  We appreciate the opportunity to further address your concerns. We understand that moving can be a stressful experience, and we apologize if our services did not meet your expectations. We would like to respond to the specific points raised in your recent communication.

  
  Billing Adjustment

  
  We understand that the final cost was higher than your initial estimate, and we regret any confusion regarding the changes in your moving cost. However, its important to clarify that the additional charges were a result of an increased inventory list that exceeded the original estimate. Your initial estimate was based on 189 items, but the actual job involved ************************************************************** the cost, which was discussed and agreed upon prior to the completion of the move, as per standard procedures.
  

  Truck Size and Additional Charges

  
  We can assure you that there was no intention to mislead you regarding the size of the truck or to increase the charges unnecessarily. Our estimators work with the information provided to us by the customer, and in some cases, adjustments must be made if the actual volume of items exceeds the initial estimate. The need for a second truck and additional charges were due to the increased volume of items.
  

  Payment Methods

  
  Regarding the payment options, the different types of payments at different stages of the move are part of our standard operating procedures, which were communicated in the contract and agreed upon prior to the move. These procedures are in place to ensure the security of the transaction and the logistics of the moving process.
  

  Sleep Number Bed Damage

  We are sorry to hear about the damage to your Sleep Number bed. You are entitled to file a claim for this damage, and we encourage you to do so through our claims process. We will review the claim and work toward resolving this issue fairly.
  

  Hotel Accommodations

  We understand that the change in your loading date caused an inconvenience, including an additional night in a hotel. While we strive to meet all customers' scheduling needs, there are sometimes unforeseen circumstances that require adjustments to our schedule. We will be reviewing the additional costs you incurred as a result of this delay.
  

  Compensation Request

  
  While we are unable to provide the $5,000 reimbursement requested, we are willing to review the situation regarding the hotel cost and bed repairs through our standard claims process. As for the overall cost of the move, we believe the charges reflect the additional inventory and services provided, as documented and agreed upon.
  

  We appreciate your patience and understanding as we continue to work toward resolving these issues. Please feel free to contact our customer service team directly or file a claim for any damaged items.
  

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

• Initial Complaint

  Date:08/14/2024

  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.

  See attachment with detailed timeline

  Business Response

  Date: 08/19/2024

  Thank you for providing such a detailed account of your experience with United Regions Van Lines. We regret that your move did not meet your expectations and that you encountered so many issues during the process. We want to address each of your concerns clearly and factually.
  

  Initial Estimate and Final Cost: The initial estimate provided by ******* was based on the information available during the FaceTime walkthrough. However, as with all moves, the final cost is determined by the actual volume and services required, which may differ from the initial estimate. We understand the frustration caused by a significant price increase, and we aim to make this process as transparent as possible.
  

  Communication and Dispatch Issues: We acknowledge that there were communication gaps, especially regarding the pickup and delivery timelines. While our standard delivery timeframe is 0-17 business days, we apologize for any misunderstandings or miscommunications regarding this. We also regret that your belongings were routed through ******** without prior notification, and we understand the frustration this caused.
  

  Packing and Additional Charges: The issues with packing, additional charges, and the confusion regarding the bill of lading are concerning. It is our responsibility to ensure that all charges are clearly explained and that our customers fully understand what they are signing. We will review the communication between you and our team to identify where improvements can be made.
  

  Delivery and Additional Shuttle Charges: We understand that being charged an additional $1,500 for box trucks upon delivery was upsetting, especially if other moving trucks of similar size had previously accessed your apartment. We will review this with our logistics team to ensure such decisions are made appropriately.
  

  Damaged and Missing Items: We are deeply sorry to hear about the damage to your belongings and the missing items. We understand how distressing this is and encourage you to continue with the claims process. While the initial offer of $84 is disappointing, we will look into this further to ensure that your claim is handled fairly and that you receive appropriate compensation for your losses.
  

  Overall Experience: We recognize that your overall experience with United Regions Van Lines was far from satisfactory, and for that, we sincerely apologize. We take your feedback seriously and will use it to improve our services and communication processes.
  

  We value your feedback and are committed to making things right. If there are any additional details you would like to share or if you need further assistance with your claim, please do not hesitate to contact us directly.
  Sincerely,
  Customer Service Team
  **********************

  Customer Answer

  Date: 08/20/2024

  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.
  
  While I do appreciate your response to my complaint, and acknowledgement of several failures on United Regions Van Lines part, I do not accept the response as a resolution to my complaint.
  Here are a few comments to your response:

  
  Initial and Final Cost Estimates:
  Completely understand this; however, for ******* to note from a FT call that we were only having mattresses moved when I told her we were moving our house and family to ******* is unacceptable. Those mattresses were clearly on bed frames with head boards and foot boards. The QA person who called to review actually commented on this blatant miss. It is my firm belief that ******* ignored the actual bed frames in order to keep the estimate lower and win the business. For the final estimate to be 55% greater than the initial estimate should never be the case if your team is doing their job appropriately.

  
  Communication and Dispatch Issues:
  ************************ lied to us about delivery dates and then ignored calls.
  She also tried to blame the dispatcher saying that he was new, when apparently she is the one who did not communicate properly.
  Due to Kristens lie, we lived out of a single suitcase each, slept on an air mattress, and ate out  or standing for TWENTY-SEVEN days.
  We had to purchase said air mattresses, sheets, towels, lawn chairs, and some kitchen supplies just to get by while we waited for our belongings.

  
  Overall Experience:
  To say that our overall experience was far from satisfactory is a tremendous understatement.
  It was absolutely dreadful. I would not wish this experience on my worst enemy.
  The hours spent on the phone, stress, lack of sleep (due to stress and body aches from sleeping on an air mattress) took a huge toll on myself and our family.
  

  All that said, this is my ask. I am requesting a $5,000 refund from United Regions Van Lines for:
  The complete misrepresentation of cost
  10 day delay to the 0-17 delivery timeline
  Damaged and lost items
  $1,500 charge for Box trucks to unload our belongings.
  

  If United Regions Van Lines agrees to this ask, we will release them from any further requests, and further reports to the **** Attorney General. We would also agree to not make any social media posts regarding our experience.
  
  
  Regards,
  
  *******************

  Business Response

  Date: 08/26/2024

  Thank you for your response. We appreciate your feedback and would like to address your points directly.
  

  Delivery Timeline: To clarify, our estimated delivery window is 0-17 business days with an allowance of up to 30 business days for delivery, as stated in our contract. Your belongings were delivered within this timeframe, so the delivery was made on time according to the terms you agreed to.
  

  Damaged and Lost Items: If you have items that were damaged or lost during the move, we encourage you to file a claim through our standard claims process. This process is in place to ensure that any issues are documented and addressed appropriately. Please fill out the claims form, and our team will review it according to our policies.
  

  Shuttle Service Fee: The $1,500 charge for the shuttle service was necessary due to the accessibility of your delivery location. When large trucks cannot access the delivery site, a shuttle is required to complete the move. This charge is standard and was correctly applied based on the circumstances.
  

  Resolution Request: While we understand your dissatisfaction, the services provided and the charges applied were in line with the terms of our contract. The delivery was completed within the agreed timeframe, and the shuttle fee was necessary due to the delivery conditions.
  

  If you still wish to pursue this matter, we are happy to continue the conversation. However, we believe that our services were delivered as per the agreement.
  

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

• Initial Complaint

  Date:08/12/2024

  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.

  I paid these scammers, CROOKS over 14K to move me from ********** to ***** on December 17th 2023. We hadn't found a home yet in ***** so they stored our belongings from the latter part of December until July 2024. I paid them $991 a month for eight months, equaling $7,928. The bill of lading is showing $850 a month for storage, but they told me my monthy storage fee was $991.Thin I was given the ****** amount of $3,704.20 night before they were scheduled to deliver AFTER I had already paid them over 23K!!! I contacted United Regions (****) via email on July 15th letting them know we needed our belongings delivered to our new home on August 1st. **** stated our items would be delivered on August 1st. No mention of a balance owed. On July 30th, I received a call from ******* (No mention of balance owed) stating our items would be delivered between August 6 and August 8. I was upset as part of our storage included a refrigerator and we needed it to keep our groceries from the place we were staying at, cold. On August 5th the United Regions driver called to tell me they would be delivering our storage on August 6th around 4:00 pm. He stated I have a balance (hostage fee) of $3,704.20 and that my storage won't land without making the (hostage) payment when they arrive. I contacted ******* and she stated I owed it and that they only accept a US Postal Money Order or Cash. Because we were desperate for our belongings, I paid the ****** amount of $3,704.20.In ********** we had items in a 1015 storage unit, which was filled to capacity. Those items were picked up, along with the items in our garage and it too was filled as well. After on August 6th over half the boxes were missing. Many of the boxes had busted, items fell out. Many of our items were damaged and missing.PLEASE ASSIST ME IN GETTING THE ****** MONEY RETURNED. Thank you

  Business Response

  Date: 08/19/2024

  Thank you for sharing your concerns with us. We take your feedback seriously and want to address the issues youve raised.
  

  Storage and Delivery Timing: We understand that the timing of your delivery was critical, particularly due to the need for your refrigerator. While we did communicate the expected delivery window between August 6 and August 8, we regret any inconvenience this caused you. Delays can occur due to various logistical reasons, but we always strive to meet our customers' schedules as closely as possible.
  

  Final Payment: The balance of $3,704.20 was in accordance with the terms outlined in your contract. The payment methods of U.S. Postal Money Order or Cash are standard for securing final payments. We understand the urgency of receiving your belongings and appreciate your cooperation in arranging the payment.
  

  Condition of Delivered Items: We are concerned to hear about the condition of your belongings upon delivery and the missing items. This is not the standard of service we aim to provide. We strongly encourage you to file a detailed claim for the damaged and missing items so that we can address these issues through the appropriate channels.
  

  Filing a Complaint: While we regret that your experience has led you to consider filing a complaint with the ****** we fully respect your decision. We are committed to cooperating with any investigations and will work to resolve your concerns.
  

  We apologize for the inconvenience and distress youve experienced. Our goal is to provide reliable and trustworthy service, and we regret that this was not reflected in your move. If you need assistance with the claims process or have any further details to share, please do not hesitate to contact us directly.
  Sincerely,
  Customer Service Team
  **********************

  Customer Answer

  Date: 08/19/2024

  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.]
  
  Regards,
  
  ****** ******

  Customer Answer

  Date: 08/20/2024

  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.
  My warranted complaint  and refund request was justified and United Region Van Line only responded with the generic, cookie cutter response they send to all the complaints they receive through the BBB. Never did they investigate my complaint. Please provide the paperwork where it states I have a $3,704.20 balance, because I do not see it on my paperwork.
  
  Regards,
  
  ****** ******

  Business Response

  Date: 08/26/2024

  Thank you for reaching out with your concerns. We understand your frustration, but we would like to clarify the situation regarding your balance.
  

  The amount of $3,704.20 was indeed the remaining balance due at the time of delivery. This balance is outlined in the documentation provided to you at the start of your move and was agreed upon as part of our contractual agreement. This payment was necessary to complete the delivery of your belongings.
  

  Regarding your complaint and refund request, we assure you that we thoroughly reviewed the details of your case. The response provided was based on the facts and documentation available to us. While we understand that you may feel our response was not what you were hoping for, we can confirm that all charges, including the final balance, were applied correctly according to the terms of the contract.
  

  If you require a copy of the paperwork where this balance is detailed, please let us know, and we will be happy to provide it to you for your records.
  

  We appreciate your understanding and are here to address any further questions you may have.
  

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

• Initial Complaint

  Date:08/01/2024

  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.

  1) There was an overcharge of $3220 due to overstated volume of goods transported. Originally charged $8054.60 for 1751 cubic feet. Driver claimed goods were 1850 cu sq ft upon pick-up and we were then charged an additional $455.50. Upon delivery of goods in *******, we had 1150 cubic feet and have documented proof of this volume. Although some variation can be expected between estimated volume as load moved between trucks, a variance of 61% is beyond an unintentional error.2) Our contract stated we would have an exclusive use truck with expedited delivery to ******* at an additional cost of $1850 Upon determining the failure to expedite the shipment in an exclusive use truck, United Region Van Lines stated that they do not provide those services. Although United Regions credited back the $1850, it does not cover expenses incurred. See note 4 below.3) We agreed that a shuttle service charges would not be required due to size truck planned for volume and exclusive use. United Regions upon delivery coordination, then took the position that a shuttle would be necessary because the exclusive use truck/size was never going to be honored. They stated I could pay the additional $1850, or the load would be moved into storage for me to coordinate pick-up and delivery independent of United Regions. Fortunately, the delivery driver revisited their position of requiring a shuttle, and delivered to the final address, and waived the $1850 shuttle charge.4) Goods were delivered 21 days following pickup and the agreement for delivery 4-6 weeks not honored. Additional expenses incurred due to restauraunt expenses, etc.5) General unethical business practices -aside from detailed examples above, there were unreturned phone calls, last minute rescheduling issues (which necessitated us changing flights) and extensive follow-up our behalf regarding status.

  Business Response

  Date: 08/12/2024

  Thank you for reaching out with your concerns. We value the opportunity to address each of your points directly.
  

  Volume Discrepancy: We understand your concern regarding the volume of goods transported and the associated charges. Please note that the volume was confirmed both when the goods were unloaded into our warehouse and when they were reloaded onto the semi-truck. Variations can occur, but a variance of this magnitude is unusual. If you have documented proof of the volume being 1150 cubic feet, please provide it to us so we can further investigate this matter.
  

  Exclusive Use Truck and Expedited Delivery: The option for expedited delivery was available based on the original pickup dates. However, when you changed the pickup dates within seven days of the scheduled move, the option for expedited delivery and exclusive use of a truck was no longer feasible, which is why the $1850 was refunded. We regret any inconvenience this caused, but the change in dates significantly impacted our ability to provide the service as initially agreed.
  

  Shuttle Service Charge: We appreciate your understanding regarding the shuttle service. The requirement for a shuttle was based on the logistics at the delivery location, and while we initially stated that it would be necessary, we were able to accommodate delivery without additional charges. Were glad we could resolve this aspect to your satisfaction.
  

  Delivery Timeline: The delivery was completed within 21 days, which falls within our standard estimated delivery window of 0-17 business days. While we aim to deliver as quickly as possible, delays can sometimes occur due to various factors. We apologize for any additional expenses you incurred as a result of the timeline.
  

  Communication and Coordination: We regret any frustration caused by unreturned phone calls, last-minute rescheduling, and the need for follow-up on your part. We strive to maintain clear and consistent communication with our customers and will use your feedback to improve our processes.
  

  We understand that your experience has not been ideal, and we are committed to addressing your concerns fairly. If you have any further documentation or require additional assistance, please do not hesitate to reach out.
  Sincerely,
  Customer Service Team
  **********************

  Customer Answer

  Date: 08/21/2024

  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.
  

  Response:  We agree that variations can occur and also agree that this variance is beyond reasonable.  Please see attached photos. It shows that the shipment required less than 16 of the front of the trailer.   The volume transported was 1150 cu ft. and we were charged for 1850 cu ft. (Photo Evidence of Volume upon delivery)

  Calculation:  1850* (4.60) = $8510 1150* (4.60) = $5290 Over Charge of $3220 Although some variation can be expected between estimated volume as load moved between truck, a variance of 61% is beyond an unintentional error

  
  Exclusive Use Truck and Expedited Delivery:
  Response: These statements contradict what was conveyed by your customer service, when I followed up to determine the status of the shipment. **************** conveyed that an exclusive use and expedited delivery for that volume could not ever have been accommodated, without a significantly higher cost, and disciplinary action was being taken against the sales staff. Additionally, customer service needed to investigate the status of the shipment, as its status was undetermined. The $1850 was refunded due to failure to deliver per the contract.
  

  Delivery Timeline: 

  Response:  Our expectation that was communicated to us by various employees and our contract agreement was that we were guaranteed expedited delivery.  

  Our expectation is that a refund of $3220 be processed commensurate with the claimed versus actual volumes which were beyond reasonable variances. 
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 08/26/2024

  Thank you for providing additional details and your perspective regarding the concerns youve raised.
  

  Volume Discrepancy: We acknowledge that variations in volume can occur during the moving process, especially when items are transferred between trucks. However, based on our records and calculations, the volume of 1850 cubic feet was confirmed at the time of loading. The charges applied were based on this volume. While you have provided photos indicating a smaller volume upon delivery, these photos alone do not conclusively represent the entire shipment or accurately reflect the volume loaded at the origin.
  The calculation you provided suggests an overcharge based on the difference between 1850 cubic feet and 1150 cubic feet. However, our records show that the 1850 cubic feet was correctly measured and charged according to the contract terms. The photos you submitted do not sufficiently demonstrate a discrepancy that would warrant a refund.
  

  Exclusive Use Truck and Expedited Delivery: Regarding the issue of exclusive use and expedited delivery, we apologize for any miscommunication that may have occurred. Its important to note that the $1,850 for expedited delivery was refunded to you, acknowledging that the service was not provided as initially agreed. Our customer service team did address the situation, and we regret any confusion caused by the process.
  

  Delivery Timeline: We understand that there were expectations for expedited delivery, and while we strive to meet all customer expectations, logistical challenges can sometimes prevent us from doing so. The refund of $1,850 was issued in recognition of the service not being delivered as contracted.
  

  Conclusion: While we appreciate the information youve provided, the photos alone do not substantiate a significant variance that would justify a refund of $3,220. We maintain that the volume was accurately measured and billed accordingly. As such, we respectfully decline your request for an additional refund.
  

  If you have any further questions or require additional clarification, we are available to discuss this further.
  

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

• Initial Complaint

  Date:07/30/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are concerned about a recent transaction with URVL. First, is the issue with them under-estimating the cost of service to obtain my business. Second, is the actual job itself. The ******* packed many items that were not on the Bill of Lading, and that we told them not to pack, refused to remove them from the truck, and then charged us for the extra "used space" at a cost of *****+ dollars more than the original estimate. This is secondary to the ******* being 1.5 hours late, telling us we were being too loud in our own home when he arrived, requesting we all stay in one room and out of their way, giving us his personal credit card to go get him food while he was working, cornering me in the kitchen about complaining to the office about him, refusing to give us the items they mistakenly packed back, admitting on a recorded phone call that he changed a document I signed after signing it and me finding out there is an active case against him for negligent driving causing an accident. I have been shuffled between the sales guy, 2 managers, customer service and now being told "the owner" would be looking into it (but could not be bothered to be contacted directly). I am left paying the overage or being charged a late fee or not getting my items delivered. Everything about this company is financially motivated, not customer related. They hire people to represent their company, and then don't take accountability for the problems they cause. One manager even told me I should have MADE them remove items they overpacked from the truck. Everything is on a recorded line, so I am sure there is record of all of this. You cannot have someone come to a customer house, pack considerably more than they were supposed to (they even packed my daughters laundry basket with dirty clothes in it and my animals bowl with food in it), and then charge the customer for using "more space", when the ******* refused to give the customer back the overpacked items. Attached is a PDF w/ full info.

  Business Response

  Date: 08/08/2024

  Thank you for bringing this matter to our attention. We would like to address the concerns youve raised directly.
  

  Cost Estimation: Our estimates are based on the information provided by the customer. If there were discrepancies in the final costs, it is likely due to additional items or services requested beyond the original scope. It is crucial for customers to provide accurate details upfront to ensure the estimate reflects the actual move.
  

  Packing and Additional Charges: Our team follows the instructions provided during the moving process. If additional items were packed, it was likely because they were present and needed to be moved to complete the job. The charge for the extra space used is a standard practice when the volume exceeds the initial estimate. The responsibility lies with the customer to clearly communicate what should and should not be packed.
  

  Foremans Conduct: While we expect our team to be professional at all times, it is also important for customers to facilitate a smooth working environment. The foremans requests to maintain order during the move were aimed at ensuring efficiency and safety. Regarding the additional items packed, customers have the opportunity to review and address any concerns during the moving process.
  

  Communication: We understand that multiple contacts can be frustrating, but it is standard procedure to involve different departments as needed to resolve specific issues. Our team is here to assist, but it is essential for customers to engage constructively to reach a resolution.
  

  Financial Concerns: The additional costs were incurred due to the increased volume and services required. It is important to note that all charges are aligned with the terms of the contract, and customers are responsible for understanding and agreeing to these terms before the move.
  

  We stand by the services provided and encourage you to review the terms agreed upon in the contract. If there are any outstanding issues, we are willing to discuss them further, but it is essential to acknowledge the responsibilities on both sides.
  

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

  Customer Answer

  Date: 08/08/2024

  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 response I reviewed appear below.
  

  While I appreciate the ***ly, It is not in fact a true ***resentation of the facts of the case. I will respond regarding each section ***lied to with ***, plus add MORE information after.
  
  Cost Estimation: Our estimates are based on the information provided by the customer. If there were disc***ancies in the final costs, it is likely due to additional items or services requested beyond the original scope. It is crucial for customers to provide accurate details upfront to ensure the estimate reflects the actual move. 

  **** We did a very thorough video walk through. It wasnt just telling someone what we had. We went through every closet and area of our house and our garage. The estimate was based on a visual inspection by YOUR qualified staff. In fact, we had a 20 cubic yard dumpster on the property that was FULL of items when UVL arrived to pick up our things, So, if anything, we had SIGNIFICANTLY LESS than we showed  in the original video call due to the amount of items we threw away before you arrived. We were low balled. I have read many other horror stories online about the same situation with YOUR exact company. In fact, there is an entire ************** dedicated to people sharing horror stories about UVL to hopefully warn others before hiring your company.

  
  Packing and Additional Charges: Our team follows the instructions provided during the moving process. If additional items were packed, it was likely because they were present and needed to be moved to complete the job. The charge for the extra space used is a standard practice when the volume exceeds the initial estimate. The responsibility lies with the customer to clearly communicate what should and should not be packed.

  
  *** I was very clear about what needed packed. Upon the ******* packing a comforter off my sons bed (that was to stay with his actual bed) we reminded him that the item was to stay. He said, and I ***eat you need to tell us what goes so we dont unpack and pack things 5 times. Please be advised this was one of the first 3 rooms we toured, so this was actually a part of our walk through prior to beginning, so your ******* was made very clear what was to go from those rooms. I left the room, and went to the other 2 gentlemen and made sure I was VERY clear about what was to go and stay. In fact, I specifically said do not pack anything in the ********** boxes. Those are the items we are taking with us and need while we are waiting for our house to be built and the things you are picking up to be delivered. More than half of those ********** boxes were packed, including one with my husbands social security card, which he needed to start his job. This isnt as simple as packing items by mistake. This has caused significant due hardship on our family. Packing dog bowls with dog food and laundry baskets of dirty laundry is absolutely un justifiable. 

  
  Foremans Conduct: While we expect our team to be professional at all times, it is also important for customers to facilitate a smooth working environment. The foremans requests to maintain order during the move were aimed at ensuring efficiency and safety. Regarding the additional items packed, customers have the opportunity to review and address any concerns during the moving process.

  *** Your ******* had been in my house under 2 minutes when we complained that our children and dogs (whom were caged and not free roaming) were too loud for that early in the morning. It was 1030am, and that is OUR HOUSE. Your ******* was so unprofessional that he cornered me in the kitchen when he found out about me complaining to customer service about his actions. There is a huge difference between wanting order, and being rude and disrespectful. The fact that you even let the ******* drive a truck is mind blowing. A simple ****** search of his name brings up a pending court case in ******, ***** due to unsafe driving and negligence in a company vehicle. That man should have never been allowed to transport ANY of our items, nor should he have been allowed on our job. 

  
  Communication: We understand that multiple contacts can be frustrating, but it is standard procedure to involve different departments as needed to resolve specific issues. Our team is here to assist, but it is essential for customers to engage constructively to reach a resolution.
  
  *** I do not mind different departments being involved. Thats actually helpful. What I mind is being told Im going to get a call or an email, that never comes over and over and over again. This means I am then chasing a ***ly or trying hard to get someone on the phone. It shouldnt be that difficult to get help to reach a resolution. If you truly cared about the customer experience, the customer would be treated as such. Point blank. It would t be me chasing down answers, making 50+ calls, sending ***eated emails over and over again. The fact that EVERY call is recorded is to my advantage. From the first call with *******, to talking to **** and being pressured to sign while driving, to dealing with ******* and ******, the unkindness just oozes from the phone. They are not there to help the customer. They are there to make UVL as much money as possible. In my initial text with ******* he touted your BBB reviews (you have an A he said), which, for anyone looking on this page is a LIE. 
  

  Financial Concerns: The additional costs were incurred due to the increased volume and services required. It is important to note that all charges are aligned with the terms of the contract, and customers are responsible for understanding and agreeing to these terms before the move.
  
  ***Your ******* went through the contracts with me in my home. He reviewed them, and had me sign them. AFTER signing them, he added significant charges, and information that I did not actually agree to and that wasnt there when I signed. For example, I signed for 1700cf, if you look at the contract there are charges for 300 extra cubic feet that was not on the document when I signed. He also added unpacking services, which I didn't ask for and honestly didnt even know they were a thing, as I never spoke to the sales *** about this service. My mom is flying in from out of state to assist with unpacking. I never wanted nor asked for this. This was simply added after the fact. There were several other contracts changed after I signed them. All of which were changed that cost me more money. While speaking to the ******* on a recorded call (I have a copy for anyone interested), he did admit to adding the information AFTER I signed, and did apologize for his inappropriate behavior while he was at my house. Changing a legal document is not only unethical, but its also illegal. 

  
  We stand by the services provided and encourage you to review the terms agreed upon in the contract. If there are any outstanding issues, we are willing to discuss them further, but it is essential to acknowledge the responsibilities on both sides.
  
  ***There are outstanding issues. I called into customer service after continuing to try to come to a resolution and asked to have one of the two months of storage removed (that **** had told me the day after you guys came was going to be removed and hadnt been), and ask for the unpacking services that were illegally added to my contract, to be removed. These two charges were for items I HAVE NOT YET used, so removing them (especially when fraudulently added) should have not been an issue. I was told by ******, that she would need to get approval to REMOVE them. Prior to this I had been offered a 700 credit to make up for the trouble (which in my opinion is an insulting offer), but when I asked to get the unused items removed, I was told I could no longer have the credit for the issues encountered. This told me everything I needed to know about the company and how the money is more important than the customer. You were taking away an Im sorry adjustment due to asking for services I did not want or need to be removed from the contract (that were not there when I signed at pick up). Once I finally got a email about this, the number was 250 LESS than what was due for the refund (1000 for the second month of storage and 1250 for the unpacking services I never asked for), for a total of 2050 instead of 2250. Along with this I received pretty much a threat, that my money would not be returned unless I signed that I would not seek any legal action. How about do the RIGHT thing so I DONT need to seek legal action. How about do the RIGHT thing and dont employ people who are going to disrespect customers and change contracts that have already been signed (again, I have this recorded). How about not lying up front and giving a low ball estimate to obtain business, only to have the amount almost double. How about have a customer service team that actually takes care of customer service. I would like to discuss this further, absolutely.
  

  How about this for a resolution:

  1. You remove the 2250 in services I didnt want/ask for. 
  

  2. You take what I have paid so far (over ******), deliver my items when they anre due to be delivered, and walk away so we can both be happy and avoid any litigation. 
  

  Thats my proposed resolution. 

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

  Business Response

  Date: 08/19/2024

  Thank you for your response. Its important to clarify a few points regarding the situation.
  

  Cost Estimation: The estimate provided was based on the information you shared during the video walkthrough. Its the customers responsibility to ensure that all details are accurate and complete. Any discrepancies between the estimate and final cost are typically due to additional items or services requested that were not initially disclosed. In this case, the increase in volume and additional services required were factors that contributed to the final cost.
  

  Packing and Additional Charges: We provided clear instructions for the packing process. Its important for customers to clearly communicate which items should be packed and which should not. If there were misunderstandings or changes during the process, its the customers responsibility to ensure that the movers are aware. The additional charges reflect the increased volume and services requested, which were necessary to complete the move.
  

  Foremans Conduct: The foremans role is to ensure that the move is conducted efficiently and safely. Any concerns about the working environment should have been addressed immediately with the team on-site. Its important to facilitate a smooth working environment to avoid misunderstandings or issues during the move.
  

  Communication: While we strive to maintain clear communication throughout the process, its essential for customers to engage constructively and follow the procedures outlined. If there were delays in communication, it was likely due to the need to coordinate between different departments to address your concerns.
  

  Financial Concerns: The charges applied were aligned with the terms of the contract you signed. Its the customers responsibility to review and understand these terms before proceeding with the move. Any changes to the contract were necessary to accommodate the additional services and volume that were required.
  

  We stand by the services provided and the charges applied. Its crucial to acknowledge the responsibilities on both sides. If you have any further concerns or wish to discuss this matter further, we are willing to have a conversation, but its important to understand that the charges reflect the services that were necessary to complete your move.
  

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

• Initial Complaint

  Date:07/13/2024

  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.

  pick up date 6/15/2024 @ ***************************************** Original price quoted *********. Deliverery 6/21/2024 @ ************************************************* **************************. Final price demand for release of possessions *********. Not delivered - Firepit set cushion ****** Value.Broken King size Platform bed $3,000.00 value.Broken Queen size Platform bed ******** value.Broken Entry table ****** value.

  Business Response

  Date: 07/15/2024

  Thank you for providing the details of your recent move and the issues you have encountered. We take all feedback seriously and would like to address your concerns directly.
  

  Delivery and Pricing
  Pickup and Delivery Dates: Your items were picked up on June 15, 2024, at ***********************************, and scheduled for delivery on June 21, 2024, at *************************************************
  Final Price: The original price quoted was $13,855.20, with the final price being $25,374.00. The increase in price was due to additional services and items that were not included in the initial estimate. These changes were documented and agreed upon during the move.
  

  Missing and Damaged Items
  Missing Firepit Set Cushion: We apologize for the missing firepit set cushion valued at $600.00. Please include this in your claims form so we can address it promptly.
  Damaged Items: We regret to hear about the damage to your King size platform bed ($3,000.00 value), Queen size platform bed ($2,750.00 value), and Entry table ($500.00 value). Please document these damages with photos and include them in your claims form for proper evaluation and compensation.
  

  Claims Process
  We take claims for missing and damaged items seriously and have a process in place to handle them efficiently. Please follow these steps to submit your claim:
  Claims Form: Complete the claims form with detailed descriptions and values of the missing and damaged items. Include photos of the damages.
  Review and Compensation: Our claims department will review your submission and provide a resolution based on the terms of the contract and the documented evidence.
  

  Next Steps
  Please ensure that all relevant details and supporting documents are included in your claim submission. If you have any further questions or need assistance with the claims process, please do not hesitate to contact our customer service team directly.
  We are committed to resolving your concerns and ensuring a fair outcome.
  Sincerely,
  Customer Service Team
  **********************

  Customer Answer

  Date: 07/18/2024

  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.]
  We went through the entire house with a video camera.  I was then quoted a price of $13,855.20, had I thought the price would increase to ********* I certainly would have requested quotes from other movers.  I took less furniture and belongings than originally noted nothing more. just to add a few reasons for the increase -  I was told shelving that was in the garage would be broken down and boxed.  I later found out that the entire shelving unit was taken as is.  Every sofa and chair ******* was boxed, why?  Adding addition cubic footage to the cost.   I told one of the people from ******* that this was nothing less than me being taken advantage of by scammers and that I had no other choice but to pay the increase to get me possessions.  If your calls are recorded as stated go listen to the conversation.  At one point the person I was talking to was totally ignoring me and speaking to someone else.  Your company takes advantage of people at the most stressful time in their lives.  I will hold off on my claim as I am continually finding more damaged furniture that need to be replaced. 

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

• Initial Complaint

  Date:07/04/2024

  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.

  I strongly believe United Regions Van Lines is a moving broker scam posing as an experienced, legitimate carrier. After extensive researching across various review and government sites and checking their listed DOT and MC licensing numbers, I believe this is a company that has operated under multiple different names and uses virtual addresses (I have communications, documents with a Florida address and a Wisconsin address) to skirt excessive negative reviews and/or avoid investigation. We've canceled well within the 7-day window stated on the estimate, but I feel certain the $2k deposit is gone. We have yet to receive a written confirmation of cancellation. We were told that the refund of the deposit would be processed and sent out via certified mail by July 15, 2024. We have not received any of this information in writing, all over the phone as they are completely unresponsive via email.

  Business Response

  Date: 07/09/2024

  Thank you for your feedback. We would like to clarify several points regarding your concerns to provide accurate information and address any misunderstandings.

  Company Legitimacy
  Licensing and Addresses: United Regions Van Lines operates under valid DOT and MC licensing numbers, which are publicly verifiable and legitimate. The use of multiple addresses, including those in ******* and *********, is a standard operational practice and does not indicate any wrongdoing.
  Not a Broker: Contrary to your assumptions, United Regions Van Lines is not a broker. We are a legitimate carrier, managing and executing our moving services directly to ensure quality and reliability throughout the process.
  

  Cancellation and Refund
  Cancellation Confirmation: Your cancellation was processed within the 7-day window as per the estimate. The refund of your deposit is being processed and will be sent via certified mail by July 15, 2024. We apologize for any delay in written confirmation, but rest assured, everything is on schedule.
  

  Deposit Refund: The refund process is underway, and you will receive your refund as promised. Please note that your concerns about not receiving the refund are unfounded, as the exact date of dispatch is July 15, 2024, and you will receive confirmation in writing.
  Communication
  

  Email and Phone Communication: While we strive to respond promptly via email, we have been actively communicating via phone to ensure immediate resolution of your concerns. We regret any inconvenience caused and are working to improve our responsiveness across all channels.
  

  DOT Compliance
  DOT Inspection: We recently passed our annual DOT inspection with flying colors, further confirming our compliance and legitimacy as a moving company.
  

  Final Note
  Your assumptions and feelings about potential issues do not reflect the reality of our operations. We are committed to addressing any legitimate concerns and ensuring you receive your deposit refund as promised. If you have any further questions or need additional assistance, please contact our customer service team directly.
  

  Thank you for your patience and understanding.
  

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

• Initial Complaint

  Date:07/04/2024

  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.

  Moving truck did not arrive on the promised date Men used to load the truck were not employees of the company. A couple of guys hired by the driver ***** was a beat up rental truck Driver did not arrive on time. By the time I had complaints and questions it was too late. in the day to reach anyone at the office.Driver stopped loading the truck when he "thought" the amount had reached the limit that was guessed by someone at the office. He then proceeded his extortion process. If I did not sign the new cost of the move he would have the truck unloaded. I am a 70 year old widow and felt very intimidated. I needed to get out of my house. I was moving from AZ to **, a 7 hour drive. My blongings were taken to a storage facility in **. I had an airtag in one of the boxes. I could not get a delivery date even though the person from ***************** asked me when I wanted my delivery. I said within 2 days. Long story short it took two weeks to get my items. I was sleeping on he floor. I was told they had the legal right to deliver within 30 business days. Yes, it was in the fine print. Oh, did I mention I never received any paperwork?When the driver arrived, finally, my items were again on some rental truck. The crew was certainly not employees of the company, The driver said the items that were broken was because they had not been wrapped properly by the other crew. Agin, not given paperwork. The driver told me to take pictures of the paperwork for my records. I have contacted the company regarding beginning a claim but even after speaking with **** who said she had just emailed me the info, I have not received anything. Yes, I checked my spam file. I have been texting with the sales person who says he will speak with **** but she never gets back to me. I copied reviews of other people and sent them to *******, the sales person. Now,, I have left **** about three messages. She finally called but I was able to answer. She left a message saying

  Business Response

  Date: 07/09/2024

  Thank you for sharing your concerns. We take all feedback seriously and aim to address your issues transparently and promptly. Lets address the specific points you've raised:
  

  Pickup and Delivery
  Pickup Date: The pickup window was scheduled between May 20th and May 22nd. The actual pickup occurred on May 21st, which was within the agreed timeframe.
  

  Rental Truck and Crew: We maintain a fleet of working trucks that *** show signs of use but are fully functional. The crew members are trained professionals. Any assumptions about their employment status are unfounded.
  

  Cost and Extortion Claims
  Volume and Cost Adjustment: The volume was assessed by professionals based on the inventory you provided. Adjustments to the cost are necessary to reflect the actual volume and services required. All paperwork and cost adjustments are standard procedure and necessary for the move to proceed.
  

  Delivery Timeframe
  Delivery Date: Our contract clearly states that the estimated delivery window is 0-17 business days. Your items were delivered on the 6th business day, well within the contractual timeframe.
  

  Paperwork and Claims
  Paperwork: You were provided with copies of all necessary paperwork at both pickup and delivery. If there were any issues with receiving or retaining these documents, we regret any confusion caused.
  

  Claims Process: We understand your frustration regarding the claims process. Our representative, ****, has attempted to contact you and provide the necessary information. If you have not received the emails, please ensure that your contact information is accurate and check all folders, including spam.
  

  Final Note
  We are committed to resolving any legitimate concerns and ensuring you receive the necessary support. If you have any further questions or need additional assistance, please contact our customer service team directly. We appreciate your understanding and patience.
  

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

  Customer Answer

  Date: 07/09/2024

  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 response is unacceptable.  Their rude treatment and lack of communication was astounding.  The parameters for pick up, delivery etc. are only made clear when they do not turn up for pickup, when they refuse to set a delivery date.  THEN customer service says "we don't know why anyone would have told you anything different". I understand there is fine print in anything that is signed but they do pressure you to sign quickly while verbally confirming exact dates WITHOUT saying they do not promise exact dates but ONLY operate on a window of dates.  I was told after two weeks of waiting for delivery that they actually have up to 30 BUSINESS days to deliver my items. Business days.   None of this is made clear.  They are hiding behind the signed contract which is a sham. 

  Also, I have no hope of getting any restitution for my completely broken, damaged and missing items.  One recent review said they made you go through so many difficult processes and then only to spit out a $75 reimbursement check 

   I figure I need $1000 to replace and repair items.  However, no one will send me the information to start a claim.  Last I spoke to **** she said had just sent it while we were on the phone.  That was about two weeks ago.  I even checked my spam file.  

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

  Business Response

  Date: 07/15/2024

  Thank you for providing additional details about your experience. We take your concerns seriously and would like to address them comprehensively.
  

  Communication and Clarity
  Pick-up and Delivery Dates: Our contract clearly states that we operate within a delivery window of 0-17 business days, with a maximum of 30 business days. It is important to read and understand these terms before signing. Any misunderstandings regarding these dates should be clarified prior to agreeing to the contract.
  Customer Service: We aim to provide respectful and clear communication. If you experienced issues, we will review and address them internally.
  Contractual Terms
  Signed Contract: The terms and conditions in the contract are binding and designed to ensure transparency for both parties. It is the customer's responsibility to read and understand these terms before signing. We do not pressure customers into signing without their full understanding.
  

  Damage and Claims
  Damaged and Missing Items: If you have items that are broken, damaged, or missing, we are prepared to address these through our claims process.
  

  Claims Process: If you have not received the necessary information to start your claim, we will ensure it is sent to you immediately. We will re-send the claims information to your email and follow up to confirm receipt. Please check all folders, including spam.
  

  Compensation
  Restitution for Damaged Items: Your claim for $1,000 to replace and repair items will be reviewed thoroughly once submitted. We are committed to a fair resolution based on the details provided.
  

  Next Steps
  We are committed to resolving your concerns. Please contact our customer service team directly for further assistance or to confirm receipt of the claims information.
  

  Thank you for your understanding.
  Sincerely,
  Customer Service Team
  **********************

• Initial Complaint

  Date:06/19/2024

  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.

  On 4/19/2024 a moving company called United Regions Van Lines LLC came to my home, and packed my possessions into a rental truck, after giving the driver money orders totaling $4,097.04. This was after giving them $3,054 deposit also a money order. I received a 4 page list of items packed and loaded. Approximately 1 month later, our belongings were to be delivered to our new home. At this time the driver needed $2,730.96 plus $1,289 for a shuttle service, because he claimed that he couldn't get his truck into our subdivision. The original truck they loaded was much smaller than the delivery truck that showed up to our new address, even though we were told the smaller truck would make the delivery. I rented my own truck to save the $1,289. The driver unloaded our possessions into my rental never showing me what any of the boxes contained, never checked the list. Turned out to be missing the last of 4 pages that listed all contents of my 2 car garage, and a 10ft x 20ft storage shed,containing over $15,000 in machinist boxes and tools. I need these items to continue my livelihood. We are senior citizens on social security, and need this devastating situation resolved.

  Customer Answer

  Date: 07/05/2024

  [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:06/10/2024

  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.

  The company picked up our belongings over two weeks ago (5/26/24), and we received zero communication from them about when our things will be delivered. Any time we called, all we got were recordings telling us to leave a voicemail, and then we got no response from the company. This whole experience has been nothing but frustrating.Today (6/10/24) I got a call from the driver who is delivering our things tomorrow. No call from the company, mind you, just the guy driving the delivery truck. The move entailed picking up belongings from two different addresses and delivering them to two different addresses (two moves in one), but the driver told me that they stored all of our belongings together at their warehouse and the guys who picked up at both places used the same color stickers on all the boxes. When our delivery driver went to pick them up, he was told everything was going to the same address. The moving company didn't even give him the right address. They gave him the address of the first delivery, but the different zip code of the second delivery, which is in a different city. When I finally spoke to someone in "customer service," the moving company said that he would deliver everything to one address and that's it. They refuse to admit any wrongdoing on their part. My mother paid thousands of dollars for this move. I filed a complaint with the ******************************************* as well.