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:05/22/2024

  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.

  Public published review 5/22/24 We moved recently and used this company. When they unloaded the van into our new home and we started putting things away we noticed things did not show up. How do they put a sofa table and a metal bistro table with 2 chairs on a truck and they are not there when delivered!!!! There is also a large mirror missing. When you call or email them about these items they do not return your call or email. Costs alot of money for this move and your belongings are not important to them. DO NOT RECOMMEND !!!!!!!

  Business Response

  Date: 05/28/2024

  Thank you for bringing this issue to our attention. We sincerely apologize for the inconvenience and frustration you have experienced with your recent move.
  We are concerned to hear about the missing items, including the sofa table, metal bistro table with two chairs, and a large mirror. It is important to us that all of our customers' belongings arrive safely and securely at their new homes.
  We have not received any prior communication regarding these missing items. We take such matters very seriously and are committed to resolving this issue promptly. To assist us in addressing this matter, please provide the following information:
  A detailed list of the missing items.
  Any photographs or documentation you have of these items before the move.
  Your move reference number and contact information.
  Once we have this information, we will initiate an internal review to locate your missing items. Additionally, we will work with our third-party claims processor to ensure your claim is handled efficiently. You can also file a claim online with our third-party claims processor for further updates.
  We understand the importance of your belongings and deeply regret any distress this situation has caused. Please be assured that we are taking immediate steps to address your concerns and will keep you informed throughout the resolution process.
  Thank you for your patience and understanding as we work to resolve this matter. If you have any further questions or require immediate assistance, please do not hesitate to contact our **************** Team directly.
  Sincerely,
  **************** Team
  **********************

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was getting a quote for a move from *******, ** to ******, ma and I spoke to a moving specialist out of Ft. Lauderdale and during the infor Timon intake he said they would need a deposit if I booked the. Ive and I said ************ give credit card he said no echeck would be best. I provided my bank info and told him I need to review the agreement and do some checking with better business bureau and as getting quotes from other moving companies.There was no listing for united regions van lines on ***************, fl. I only had a company In ********* come up and there were so many complaints. I contacted the moving specialist names ***** and he said they r out of ********* but he is in Ft. **********. So I told him I was not going to go ahead with the move and to please remove my banking information. He stated, we do not keep your banking information an and we no longer have it. Later on I received a call from moving company wanting to know why I cancelled the move and I stqted. I didnt cancel any move as I never signed the agreement to hire your company he hung upon me. This morning an echeck for $2477 was processed through my bank and the ban said there was. I thing they could do because I had given them banking info. They suggested I contact police which I did and file a report which I did. I also am filing complaint here and with the BBB and DOT.

  Business Response

  Date: 05/28/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and distress you have experienced. We understand the seriousness of the situation and are committed to resolving it promptly.
  Firstly, we regret any confusion or miscommunication regarding the booking process and the handling of your banking information. It is our policy to ensure that all transactions are authorized and verified before processing, and it appears there was an error in this instance.
  We acknowledge that an eCheck for $2,477 was processed through your bank without a signed agreement. This was a mistake on our part, and we apologize for any inconvenience this has caused.
  To resolve this issue, we have already taken the following steps:
  Internal Review: We have initiated an internal review to understand how this error occurred and to ensure it does not happen again.
  Refund Process: We have arranged for the full amount of $2,477 to be refunded to you. Once the funds clear our account, we will issue a check and send it to you via **** certified mail. We will provide you with the tracking number via email for your convenience and peace of mind.
  We appreciate your patience and understanding as we work to rectify this situation. If you have any further questions or need additional assistance, please do not hesitate to contact our **************** Team directly.
  Again, we apologize for any inconvenience this has caused and thank you for allowing us the opportunity to make this right.
  Sincerely,
  **************** Team
  **********************

  Customer Answer

  Date: 05/28/2024

  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.
  
  [until I receive my money and their check has cleared in my bank this is not resolved.
  Regards,
  
  *************************

• Initial Complaint

  Date:05/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  United Regions Van Lines moved my household goods from ******* to ***********. The bill of lading (***) contract, which has my signature on it, includes a $1500 charge for "Extra Handle Items." I signed the *** at 1:30 in the morning at the end of the 10 hour packing of my goods (packing started at 3:30 on 4/24, ended at 1:30 on 4/25). I do not remember the $1500 charge being on the ***, although it could have been. The ******* absolutely did not mention it to me. There are not items listed on the *** that would warrant such charges. Upon seeing the full *** (emailed to me on 4/30) I realized the charges were on there and questioned my customer service representative ****** about them. She could not tell me what they were for. I continued questioning and continued not getting any answers, speaking with both ****** and **** (head of customer service). My goods were delivered and I have paid in full (the only way to get my goods). During multiple conversations with **** and ******, neither has been able to tell me what the charges are for, nor has either been able to identify any goods on the inventory that would warrant such a charge. I believe the charges are completely unwarranted. I have no items that were transported that relate at all to the items described in the contract that could trigger handling charges ("i.e., treadmill, canoe, extra agile floor based items etc,; piano, motorcycle"). I have asked for the monies to be refunded and the request has been refused. I do acknowledge that my signature is on the contract, but I know that they never told me about the $1500. I think the company has acted in a very unbusinesslike manner and that they have improperly taken $1500 that belongs to me.

  Business Response

  Date: 05/29/2024

  Thank you for bringing your concerns to our attention regarding the charges associated with your recent move from ******* to ***********. We deeply regret any confusion or frustration you have experienced and appreciate the opportunity to address these issues.
  
  We understand that you have raised questions about a $1500 charge for "Extra Handle Items" listed on your Bill of Lading (BOL), which you signed at the end of the packing process. We apologize if this charge was not clearly communicated to you at the time of signing and for any lack of clarity in subsequent communications.
  
  Upon reviewing your case, we have verified that the charge for "Extra Handle Items" was legitimate. This fee typically applies to items that require special handling due to their size, weight, or fragility, such as treadmills, pianos, or other large or delicate items.
  
  Although our ******* may not have highlighted this specific charge at the time, it was included in the signed BOL. We regret any inconvenience this may have caused and appreciate your understanding.
  
  To ensure clarity and transparency, we will:
  
  1. **Enhanced Communication**: Improve our protocols to ensure that all charges are clearly communicated and explained to customers before they sign the BOL.
  2. **Detailed Explanation**: Provide a detailed explanation of what constitutes "Extra Handle Items" to ensure customers are fully aware of potential charges.
  
  We apologize for any distress caused and are committed to improving our processes to prevent similar issues in the future.
  
  If you have any further questions or need additional assistance, please do not hesitate to contact our **************** Team directly.
  
  Thank you for your understanding.
  
  Sincerely,
  
  **************** Team  
  **********************

  Customer Answer

  Date: 05/30/2024

  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.]
  The response does not at all address the rationale for the charge.  It states "We understand that you have raised questions about a $1500 charge for "Extra Handle Items" listed on your Bill of Lading (***), which you signed at the end of the packing process. We apologize if this charge was not clearly communicated to you at the time of signing and for any lack of clarity in subsequent communications.
  
  Upon reviewing your case, we have verified that the charge for "Extra Handle Items" was legitimate. This fee typically applies to items that require special handling due to their size, weight, or fragility, such as treadmills, pianos, or other large or delicate items.
  
  Although our ******* may not have highlighted this specific charge at the time, it was included in the signed **** We regret any inconvenience this may have caused and appreciate your understanding."  

  I have acknowledged that at 1:30 in the morning, when the packing was complete, that I signed the ****  I did not notice the $1500 charge, and the ******* did not mention it.  

  United Regions Van Lines states "we have verified that the charge ... was legitimate" but states no justification for the statement.  There is nothing listed on the *** that qualifies for a $300 charge, much less five items (totaling the $1500 charge).  I continue to believe that the company erroneously charged me $1500 and despite my multiple attempts, United Regions Van Lines has continued to refuse to provide any explanation for the charges.  In my conversations with ***************** they have acknowledged in conversation that the *** has no items listed that would support the charges.  I see no rationale for the $1,500 and view it as a very poor business practice for a ******* to include an unwarranted charge after a 10-hour pack that is not brought to the customer's attention.    

• Initial Complaint

  Date:05/14/2024

  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.

  Regarding ********, had recently received resolution with a delivery issue from United Regions Van Lines today, 5/14/24, to be contacted by a mover at 4:39 pm to be advised that I would be receiving my delivery today as they would not be able to deliver my property on 5/16 to 5/18 due to another delivery. I was informed by the driver that I would need to pay in cash or with a "postal check". My bank closes at 5 pm and is a half hour away. Further, the driver could not tell me how much I owed but would be able to text back. I contacted Dispatch in an attempt to find out how much I owed, but no one was available. The mover told me again that I would not receive my delivery today if I could not pay, even though he did not know what my remaining balance was. I told the driver that I could not pay him if I did not know what the amount was in advance in order to have funds available. He also informed me that I would need to pay additional funds for location (third floor apartment).

  Business Response

  Date: 05/16/2024

  Thank you for bringing your concerns to our attention regarding the recent delivery experience on May 14, 2024. We deeply regret any inconvenience you faced during this process and appreciate the opportunity to address your concerns.
  
  We understand that you were contacted by our driver on May 14, 2024, with the offer to deliver your property earlier than the initially scheduled window of May *****. This offer was made in response to your previous feedback, indicating a preference for receiving your delivery as soon as possible. Our intention was to accommodate your request and provide a quicker resolution.
  
  Regarding the payment issues you encountered, we apologize for any confusion caused. Our driver should have provided you with the exact amount due before arrival. We recognize that the inability to inform you of the remaining balance in advance created an inconvenience, especially given the limited time to arrange for payment methods such as cash or a postal check.
  
  We also acknowledge the additional charges associated with delivering to a third-floor apartment. These charges are standard practice in the moving industry and were communicated to you by our driver. We regret any frustration this may have caused and are committed to improving our communication to prevent similar situations in the future.
  
  We value your feedback and are taking steps to ensure our team is better prepared to provide clear and timely information to our customers. Your satisfaction is important to us, and we hope to have the opportunity to serve you better in the future.
  
  If you have any further questions or concerns, please do not hesitate to contact our **************** Team. We are here to assist you.
  
  Thank you for your understanding and patience.
  
  Sincerely,
  
  **************** Team  
  **********************

  Customer Answer

  Date: 05/16/2024

  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 do not consider the issue resolved until I receive my property. As of today, May 16, this has not occurred. If I do not receive my property as of 5/18/24, I will pursue legal action against the company.
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 05/30/2024

  I finally received my property on May 17. 

• Initial Complaint

  Date:05/13/2024

  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.

  This letter was sent to the company on April 29, 2024 without a response.I recently moved from ********, ** to ******, ** with my furniture pick up date on Wednesday, April 17, 2024 with drop off on April 19, 2024. My costumer number is *******. The initial contract price for my move was $8446. A down payment of 20% ($2236) was made on March 26, 2024 using my debit card. On April 9, 2024, I was called and my items to be moved were verified and my cost was then increased to a total of $10,995.79. The day of the move the movers arrived and stated I would need more room for the items reported and the price of my move increased to $18,000. In my initial correspondence with costumer service, if informed them that we were closing on our home April 19, 2024 at 10:00 am our furniture would have to be delivered after that time. The representative informed me he would not be able to deliver until April 20, 2024 and we were fine with that date. However, when the movers arrived for pick up, they informed me that they would deliver on April 19, 2024. I once again told them that we would not have access to the home until after closing on April 19, 2024 around 11 am. They arrived at 7:15 am. Upon their arrival, they informed me that they would not be able to drive the semi truck into our neighborhood and would have to get a smaller truck to load and unload, which cost me an additional $3900, and since I did not have access to the home when they arrived I was charged a 3 hour late fee. So the total cost paid to United Regions Van Lines was $24,896, which has more than doubled from the initial quote. Not only did the price increase, I was harassed repeatedly regarding payment. The initial down payment was made using my debit card, however, I was not informed that the remainder of the payments were to be made in cash or **** money orders, and with the continuing changing cost, this was very difficult to arrange in the middle of a move and being told the new amount during hours when getting this amount of money was not possible. I expected the additional payments could also be made with my debit or credit card. We have been here for one week and I have had a chance to open all packed items and one of our 48 inch Vizio TV's was not delivered. The movers packed several items that I specifically told them not to pack, and were not going, such as boxes of hangers and bags of clothes I was donating to a nonprofit organization and items in the garage, which increased my cost. They also severely damaged my master bedroom dresser and headboard (pictures attached). I am requesting compensation of $8,000 for severely damaged and missing items, shipment of items not requested to be shipped and for late fee charges.

  Business Response

  Date: 05/29/2024

  Thank you for bringing your concerns to our attention and for your patience while we address them. We deeply regret the inconvenience and frustration you have experienced during your move from ********, ** to ******, **. Please allow us to address the specific issues you outlined in your letter dated April 29, 2024.
  We have thoroughly reviewed your case and would like to respond to each point in detail:
  Price Increase: The initial contract price of $8,446 was based on the information provided at the time of booking. Following the verification of your items on April 9, 2024, the cost was adjusted to $10,995.79. On the day of the move, our team assessed that additional space was required, resulting in a final cost of $18,000. We understand how this significant increase can be distressing. While estimates can change based on actual volume and logistical needs, we apologize if this was not communicated clearly.
  Delivery Timing: We understand you were informed that delivery would take place on April 20, 2024, but the movers arrived on April 19, 2024, earlier than expected. We apologize for this miscommunication and any inconvenience caused. The additional $3,900 charge for using a smaller truck and the late fee due to early arrival was necessary to accommodate logistical constraints, but we regret not conveying this information more effectively.
  Payment Methods: We apologize for any confusion regarding the payment methods. While the initial down payment was made using a debit card, the remaining balance was required in cash or **** money orders. We recognize that the changing costs made it challenging to arrange payments, and we regret any inconvenience this caused.
  Missing and Damaged Items: We are deeply concerned to hear about the missing 48-inch ******** and the damage to your master bedroom dresser and headboard. Additionally, we regret that items you specifically requested not to be packed were included, increasing your costs unnecessarily.
  To address your concerns and requests for compensation, we propose the following steps:
  Damage and Missing Items Claims: Claims for damaged and missing items are handled by a third-party processor. To initiate a claim for the damaged furniture and missing TV, please contact our office or visit the third-party claims processor's website to file your claim online. For updates, you will need to contact the third-party claims processor directly.
  Compensation Review: We will review your request for $8,000 in compensation for the damaged and missing items, the shipment of items not requested to be shipped, and the late fee charges. Our claims department will contact you within 7-10 business days to discuss the next steps and any potential reimbursement.
  Improved Communication: We are taking steps to ensure better communication regarding cost adjustments, payment methods, and delivery schedules to prevent similar issues in the future.
  Your satisfaction is important to us, and we are committed to making this right. If you have any further questions or need additional assistance, please do not hesitate to contact our **************** Team directly.
  Thank you for your understanding and patience.
  Sincerely,
  **************** Team
  **********************

  Customer Answer

  Date: 05/31/2024

  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 paid United Regions Van Lines a total of $24,896, therefore, according to their response my bill was $21,900, meaning I have already overpaid in the amount of $2,996. In addition, I should receive compensation for extra boxes packed and the late fee charge due to the company's change in my delivery date and time. I would like to also be compensated for damages to my furniture and will need the 3rd party claim information, which was not stated in their response. I would like to settle this matter before I will accept that the company has resolved my complaint. 
  
  Regards,
  
  *********************

  Business Response

  Date: 06/11/2024

  Thank you for your patience as we address your concerns regarding the charges and compensation related to your recent move. We understand the importance of clarity and transparency in these matters, and we aim to provide a thorough response.
  Charges and Payments
  Total Paid: You mentioned paying a total of $24,896 to United Regions Van Lines.
  Bill of Lading Amount: The Bill of Lading (***) amount was $21,428.
  Post-Contract Services: The additional charges beyond the *** amount account for post-contract services, which were necessary to complete your move. These services and their associated costs were provided in accordance with our policies.
  Refund and Compensation
  Based on our records:
  The additional $2,996 paid covers post-contract services that were agreed upon and provided.
  The charges are accurate, and no refund is due based on the services rendered and the agreement in place.
  Claims for Damages and Compensation
  We acknowledge your request for compensation related to extra boxes packed, the late fee charge, and damages to your furniture. To address these concerns:
  Extra Boxes and Late Fee: The charges related to extra boxes and any adjustments for delivery are in line with the services provided and the terms of the contract.
  Damaged Furniture: We take damage claims seriously. For compensation related to damaged items, please follow our standard claims process.
  Claims Process
  To file a claim for any damaged items:
  Contact Our Office: Please reach out to our customer service team for detailed instructions on the claims process.
  Third-Party Claims Processor: Claims are handled by a third-party processor. Our customer service team will provide you with the necessary contact information and guidance on how to proceed.
  Conclusion
  We believe that the charges applied are justified based on the services provided. If you still have concerns or require further clarification, our customer service team is available to assist you.
  Thank you for your understanding and cooperation. We are committed to resolving any outstanding issues and ensuring your satisfaction.
  Sincerely,
  Customer Service Team
  **********************

• Initial Complaint

  Date:04/19/2024

  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.

  The sales person at United *********************************** ****** (last name redacted) did a very poor and unprofessional estimate of the cost to move. His initial BINDING MOVING ESTIMATE came in at $9445.64. This was approximately $3,000 less that a quote that I had gotten from another moving local company. He also offered to wave fees on some heavier items which he later rescinded.****** kept repeating his line how he had been in the moving business for many years, driven a truck and how much he new about moving. In essence he shot a LOW-BALL price to get the job and the systematically increased the price as the move date approached. This is clearly a case of misrepresentation about their service cost and service. In addition, the waver The shipper has elected to waive the physical and virtual survey and signed the waiver agreement before the shipment is loaded in accordance with 49 CFR ******* (a). I was never offered an option to have either of these surveys done. The second BINDING MOVING ESTIMATE came in at $12906.85 in line with the local mover.I was told by the moving crew that they would be delivering my items in the trucks that it was loaded on. My goods were then transferred to a tractor trailer. When I inquired about this **** (last name redacted) made the terse statement was Its in the contract which she repeated multiple times when I inquired why my items were placed on a tractor trailer and not on the original trucks. The final move cost was $20,590 more than double the initial BINDING MOVING ESTIMATE.

  Business Response

  Date: 05/09/2024

  Thank you for sharing your feedback. We'd like to address the points you've raised in a transparent manner.
  
  1. **Initial Estimate:** Our estimates are based on the information provided by the customer. If any items or services are added or removed, the cost naturally changes. The initial estimate is designed to give a rough idea of the cost, which may not be final until all factors are considered.
  
  2. **Price Adjustments:** The adjustments in the estimate reflect any changes in inventory or additional services requested. Our team strives to provide accurate estimates with the information available at the time.
  
  3. **Waiver of Survey:** The waiver signed indicates that the shipper elected to waive a physical or virtual survey. This process allows us to proceed with the estimate provided by the customer.
  
  4. **Change in Truck Type:** It is standard procedure for items to be transferred to a larger tractor-trailer for long-distance moves. This allows for efficient consolidation of shipments. 
  
  5. **Final Cost:** The final cost was not more than double the original estimate. The final estimate was $20,590, but the final bill was $17,872.
  
  We're committed to transparency and ensuring all aspects of the moving process are clearly communicated. If there are any additional concerns or questions, please feel free to reach out to us directly. 
  
  Best Regards,  
  The Team at United Regions Van Lines

• Initial Complaint

  Date:04/15/2024

  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.

  The movers picked up my household items, and moved me from ********** to *****. three complaints:1. They damaged many items, and have advised they will pay .60 cents per pound of damaged goods. They broke my TV, furniture, its a mess. They are refusing to replace my items.2. They provided me an initial quote of 6600 to move me, then raised the price to *****. (Approx) they counted items twice some times three times and charged me for this!3. They provided me a guaranteed delivery date by three representatives from the company in the window of mar 30 through April 1st) when I called to find out what happened, I was told they would look into this, and offered a credit or rebate. They never called me back, not provided the credit.In short, Ive been shafted and feel heavily shorted. Bad on me for trusting this company- now I deeply regret it.Please help

  Business Response

  Date: 04/24/2024

  We deeply regret the issues you've encountered and sincerely apologize for the dissatisfaction caused by the handling of your move from ********** to *****. Heres how we aim to address your complaints:
  
  1. **Damage Settlement**: We apologize for the damage to your items. As per our policy and the insurance coverage chosen during the booking process, the compensation is calculated at $0.60 per pound of the damaged items. If you believe this does not adequately cover the damages, please fill out a claim form, providing specific details and photographs of the damaged items. We will review these on a case-by-case basis to ensure a fair resolution.
  
  2. **Billing Discrepancy**: It appears there has been a misunderstanding regarding the billing. Our records show the initial estimate was $11,890, and the final charge was $10,951.50, which is actually less than initially quoted. If there are concerns about items being counted multiple times, please provide the inventory lists you have, and we will audit these charges immediately to ensure accuracy and fairness.
  
  3. **Delivery Timing and Communication**: We apologize for any miscommunication regarding the guaranteed delivery date. Our policy clearly outlines that the delivery window is subject to a range of business days. We aim to adhere to these timelines strictly, and your shipment was delivered within the expected timeframe. However, the lack of communication you experienced is not up to our standards, and we are reviewing our processes to ensure more reliable customer service responses in the future.
  
  Your trust is important to us, and we are committed to restoring it. Please contact our customer service directly so we can expedite the review of your case and make things right. Thank you for your patience as we work to resolve these issues.

  Customer Answer

  Date: 05/02/2024

  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.
  
  Their people had absolute lack of regard for my personal items.

   

  1. On day of moving, it started to rain and instead of trying to get it into the truck - they left my boxes outside for over an hour in the rain. They could have moved it into the truck, but the movers made the decision to just leave it. Instead they kept bringing items from inside the house and kept parking it outside in the rain! The damaged the *** my late wife's standing jewelry container/mirror. I will attempt to follow their request to submit a claim - although I have my doubts.

  2. I paid ********. I did not get a discount. If I'm told it came out to be less (per their response), then please refund me the difference.

  3. I was told I would get a discount because of the delivery challenges, and promised a call back confirming this. This never happened.

  4. I just want to be treated fairly. I'm not looking for the world. I just want the key things that were damaged or outright broken - to be replaced or repaired to the state they were before the move.

  5. Lastly, I have not plugged in my fridge either. It too was damaged during transit. Dented. My guess is some boxes fell crashing into it. 

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

  Business Response

  Date: 05/07/2024

  Thank you for sharing your concerns. We apologize for any inconvenience or distress you may have experienced during your move. We would like to address each of your points:
  
  1. **Rain Damage to Boxes and Belongings:**  
     We apologize for the handling of your belongings in the rain. Please fill out our claims form to report any damages to your TV, standing jewelry container/mirror, and other affected items. Our claims team will review your submission and respond according to the coverage on file.
  
  2. **Final Bill and Refund Inquiry:**  
     With all due respect, your final bill was $10,951.50, not $11,890.50. If there is any discrepancy in the payment or you believe an error occurred, please contact our office directly, and we will be happy to review this further.
  
  3. **Delivery Discount:**  
     We understand your frustration. However, since you were ready for delivery on March 30 and the shipment was delivered on April 5th, it was within our estimated delivery window of 0-17 business days. Your shipment was delivered on the 5th business day, so no discount is due.
  
  4. **Fair Treatment and Claim Settlement:**  
     We understand your desire to have damaged or broken items repaired or replaced. Please ensure that all damaged items are included in your claims form so that they can be appropriately assessed and settled according to the coverage on file.
  
  5. **Fridge Damage:**  
     Please include the damage to your fridge in your claims submission. Our claims team will ensure it is reviewed and assessed fairly.
  
  We are committed to addressing your concerns and ensuring a satisfactory resolution. Please contact our office directly if you have any further questions or need assistance with the claims process.
  
  

• Initial Complaint

  Date:04/11/2024

  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.

  On 2/14/24 I had a representative from United Regions Van Lines come and do an in person walk through of our house to provide a residential moving quote. I specifically asked this representative about items like propane tanks, bulk household items like laundry detergent, lotions, etc that were unopened and they said it wouldnt be an issue taking them. We were provided a quote of $25,282.68 for the white glove full home pack and transport to our final destination. I signed an electronic contract between myself and United Regions Van Lines for this amount. The day of our move the company showed up with paperwork providing it to my husband and required him to sign saying it was the day of paperwork, it was an entire new contract for over $40,000. My husband who couldnt read without his glasses (they were packed) stated that we had already paid in full and asked what he was signing the representative said day off paperwork and we were all good. I was never notified in the change of contract and the contract was between myself and the company, not my husband. I had contracted this company to perform a straight delivery and have the email thread to confirm. This company took our belongings to a different location to unload and reload it (not what we were told would happen). Then they told us they would need an additional $15,526 to deliver our belongings. Due to the fact that the one party cannot unilaterally change the terms of a contract without both sides agreeing to the terms and signing off on the contract, the contract they failed to provide to me (the contracted party) should not be valid. Per the ***** 110% rule I believe the cap in what we should have been charged is $2528.26. I believe we were extorted $12,998 in an unethical manner.

  Business Response

  Date: 04/24/2024

  At United Regions Van Lines, we take every complaint and client experience seriously, and it is our goal to ensure transparency and satisfaction in all our interactions. It seems there has been a significant misunderstanding regarding your moving contract and the services rendered. Let's clarify the situation:
  
  1. **Contract and Charges**: Our contracts are detailed and explicitly outline the scope of services and costs involved. If there was a discrepancy between the initial quote and the paperwork presented on the moving day, it is crucial for us to investigate this matter thoroughly. The difference in price you mentioned is substantial, and we are committed to understanding why this occurred.
  
  2. **Documentation and Consent**: It is never our intention to mislead or provide incorrect information to our clients. The claim that a new contract was signed without proper explanation or the appropriate party's consent is deeply concerning. We ensure that all contractual documents are clear and require the explicit agreement of the contracting party before any changes are implemented.
  
  3. **Handling and Delivery of Belongings**: Regarding the handling and rerouting of your items, our policy is to communicate any changes in the delivery process as soon as possible. If this was not communicated effectively, we apologize for the oversight and any inconvenience it may have caused.
  
  4. **Compliance with FMCSA Rules**: We adhere to the regulations set forth by the ****** including the 110% rule. If we have charged beyond what is legally permissible, we will address this issue promptly and adjust the billing accordingly.
  
  Given the seriousness of your claims, we urge you to contact our customer service department directly. We are prepared to conduct a detailed review of your case, including the contracts signed and the service charges applied. Please provide us with the opportunity to rectify any mistakes and ensure that your experience with our company is concluded fairly and to your satisfaction.

  Customer Answer

  Date: 05/05/2024

  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.
  
  I have reached out numerous times to their customer service number provided in the instructions and have not received any response. I have also inquired twice via email to **** ***** who we had been dealing with in the past, she responded once to instruct me to file a claim with a third party for damages but is ignoring my direct questions/concerns related to this complaint.
  
  Regards,
  
  ***************************

  Business Response

  Date: 05/14/2024

  Thank you for reaching out and sharing your concerns. We apologize for any difficulties you've experienced in communicating with our team.
  
  1. ****************** Response:** We strive to respond to all inquiries as promptly as possible. If you've not received a response, it may be due to high volume or an oversight. We urge you to contact us again, and we will ensure your concerns are addressed immediately.
  
  2. **Regarding **** *****:** It's our policy to direct clients to our claims department for any damage-related issues as they are equipped to handle such matters effectively. However, we understand you have additional concerns that need to be addressed directly. We will ensure that **** ***** or another representative gets back to you as soon as possible to discuss your concerns in detail.
  
  3. **Price Adjustment and Compensation:** Based on our records and the terms agreed upon in your contract, we believe the pricing was calculated correctly.
  
  Please contact our customer service again, and we will prioritize your inquiry to resolve any outstanding issues swiftly.
  
  Best Regards,
  The Team at United Regions Van Lines

• Initial Complaint

  Date:04/09/2024

  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.

  The moving company misrepresented their product and services. Despite multiple conversations and questions regarding their moving process, the sales team neglected to disclose hidden costs within the contract and failed to incorporate into the move estimate despite these standard fees being disclosed in the contract. The sales team falsely claimed they provided safe and secure packing of items and handle transportation with care. Items arrived to the destination grossly damage, not wrapped and secured as promised. There was no order to the packing of the truck resulting in damage to antiques and personal valuable items. The moving products included in the pricing and ensured would be used to secure the safety of our household items were inflated - I believe we were charged for items not used. The organization and communication within the company was poor. The information I provided was not relayed resulting in constant need to facilitate information that was already provided. Even on the day of the delivery the driver had to ask me for the address and unit number. I was told different dates and time for delivery. We wasted money on plane tickets to receive the items, only to be told the truck was still not loaded and the dates provided on the recorded line would not happen. I as the customer had to initiate all communication to ask for timelines and status of our items. There was a blatant disregard for handling our items with care, I was not provided an appropriate estimate of the moving costs- we felt our items were held hostage and required to pay hidden fees in cash prior to unloading the truck. We do not have confidence in this companys ability to move our items. We even received another customers belongings. They werent even in a box, just free floating items like a small jewelry box brought in from the truck! Nothing was tagged or labeled as promised. They also promise reassembly of furniture at deliver - no tools we brought on delivery to complete

  Business Response

  Date: 04/24/2024

  We sincerely regret to hear about the frustrations and challenges you've experienced during your move with us. While we strive to provide clear and transparent services, it seems there were significant misunderstandings and shortcomings in your case. Let's address your concerns:
  
  1. **Estimates and Hidden Costs**: Every estimate provided by our sales team is based on the information available at the time and the expected resources required for the move. Our contract does detail all potential costs, and we encourage clients to review these documents thoroughly to understand all possible charges. If there were discrepancies or hidden fees not covered in the contract, we would certainly need to investigate this matter.
  
  2. **Packing and Handling**: The safety and security of your items are paramount to us. It's concerning to hear that your items were not packed and handled with the care we promise. This is not the standard of service we aim to uphold, and we take such feedback seriously to improve our training and procedures.
  
  3. **Communication and Coordination**: Effective communication is key to a successful move. It is unacceptable if you had to repeatedly provide information already given to our team. We will review our internal communication protocols to ensure that all pertinent information is properly relayed and accessible to all relevant parties, including drivers.
  
  4. **Delivery Issues and Mismanagement**: Delays in delivery and incorrect scheduling are deeply regrettable. We understand the inconvenience and cost implications such occurrences can cause. Furthermore, the issue of receiving another customer's belongings is extremely serious and indicates a failure in our process, which we will investigate thoroughly.
  
  5. **Assembly and Tools**: Our policy includes reassembly of furniture where specified. If this service was promised and not fulfilled, it is a failing on our part, for which we apologize and will seek to rectify.
  
  It's clear from your experience that we have areas to improve, and your feedback is invaluable in guiding these improvements. We hope to resolve these issues to your satisfaction and restore your confidence in our services. Please contact our customer service team directly so we can address and resolve each concern you've raised effectively.

• Initial Complaint

  Date:03/22/2024

  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.

  April 21, 2023-contract signed with United Regions Van Lines Date to be moved out of present retirement home June *****. Not moved until July 1, ***************************************************************************** Sun. They came Saturday night at 9:30 pm and against the home's policy insisted for us to okay their packing.We were berated by our ad We were gone on June 30 as we said we would. Our son drove 25 mi. to be there as we could not go due to our age and health, both 86 years. They needed our signature to actually our things but could not take until we signed. We made arrangements the next morning, July2 to meet and sign papers so they could move things to truck which, against our better judgement, we did.We were berated by our adinistrator for moving on Saturday and Sunday and charged for rent and other monies. We were charged much more than original contract. We paid for full pack and packed 2/3 of our own things.When goods arrived in ** we were missing at least 5-6 boxes. .We found 3 delivered to ***** and lady there called us and finally fedXed them to us as moving company did not after being notified for over a month. 2 or 3 other boxes are still missing and I am trying to work with the moving claims company for that and they are not not cooperating. This move was a nightmare and and we were not treated well at all. Phone calls and many text messages were not answered and no help was given as promised.

  Business Response

  Date: 04/12/2024

  We at United Regions Van Lines understand the challenges involved in coordinating a move, and we strive to align our services with the specific requirements and schedules of our clients. We regret any misunderstanding that occurred during your move, particularly with respect to the timing and the policies of your retirement community.
  
  1. **Scheduling and Communication**: While we always attempt to accommodate preferred dates and times, it seems there was a crucial oversight regarding the specific moving restrictions at your community. We appreciate that more effective communication from your end regarding these restrictions would have helped prevent this situation.
  
  2. **Packing and Delivery Concerns**: We also acknowledge the issues with the delivery and tracking of your belongings. It is our priority to ensure all items are accounted for and handled with care. If any of your possessions were misplaced or delivered to the wrong location, we are committed to resolving these issues promptly.
  
  3. ****************** and Support**: We aim for excellence in customer service and regret if your experience did not meet our standards. We are actively working on improving our customer communication to ensure clarity and promptness in our responses.
  
  We encourage you to contact our customer service team to discuss further how we can address your concerns, particularly any additional costs incurred due to the move's timing and the handling of your belongings. Our goal is to resolve these issues to your satisfaction and ensure that all aspects of your experience with us are handled appropriately.
  
  Please reach out to us so we can make the necessary adjustments and provide the support you need. We value your feedback and are here to help.

  Customer Answer

  Date: 04/20/2024

  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.
  
  [Please type your response here.] There was a lack of communication on the part of  moving company. I called  and texted many times with no response from them.I did what they told me to do as filed in the complaint.

  I had a very hard fall on my face April 10 hence the delay in this response. 

  I am also waiting to hear from their insurance company as I filed a claim in February. Sent papers twice and still no response.

  
  Regards,
  
  *******/*****************************

  Business Response

  Date: 04/30/2024

  We regret to hear about the difficulties you have experienced with communication and the unfortunate incident that led to a delay in your response. We strive to maintain prompt and responsive communication with all our clients and apologize if this standard was not met in your case.
  
  Regarding your communications, our records show that the last interactions with our customer service were on January 11, 2024. We would like to investigate further any subsequent attempts you made to reach out that did not receive a response. Please provide us with specific dates and times of these attempts, if possible, so we can thoroughly review our call logs and messages.
  
  Concerning your insurance claim, we understand the urgency and importance of resolving these matters. If you have already submitted the necessary paperwork twice without a response, we urge you to directly contact our claims department again for an update. If there are any discrepancies or further information required to expedite your claim, our team will provide immediate assistance.
  
  Please reach out to us directly at your earliest convenience, so we can address these issues promptly. Your satisfaction and the resolution of your concerns are very important to us.

  Customer Answer

  Date: 05/02/2024

  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: 05/02/2024

  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.]
  I have contacted Moving Claims many times and they keep sending me the same form letters.  We are getting no help from them or you.

  We don't know what to do as we request help and we get nothing. I have sent them our claims papers via registered mail and have received the return signed receipt which means they did receive it.  I sent a second set of claims papers April 10 and no respnse to them either. 

  Regards,
  
  *******/*****************************

  Business Response

  Date: 05/07/2024

  Thank you for reaching out to us again regarding your claim. We apologize for the frustration you are experiencing with the claims process. It is important for us to streamline and address your concerns efficiently.
  
  We want to clarify that all claims are processed electronically to ensure faster and more accurate handling. To expedite your claim, please submit your information through our online claims form. This method helps us to track and manage your claim more effectively, ensuring no paperwork gets misplaced or delayed.
  
  If you have already submitted your claims online and still have not received a proper response, please provide us with the claim number or confirmation of submission so we can investigate this matter directly and provide you with an update as soon as possible.
  
  We are committed to resolving your issues and appreciate your patience as we work through this process. Please contact our customer service team directly if you need assistance filling out the online form or have any other inquiries.