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:03/17/2024

  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 was hired based on rates they gave me which later changed. This is the absolute worst moving company Ive ever heard of.Communication is terrible. They quoted one price then hit me up at midnight during packing for $10k more even though the way they were packing was designed to take more space. They told me if I didnt approve I could move the stuff myself. There was no customer service to talk to at this time.The movers were taking food out of my pantry and eating it right in front of us. They drove rented trucks. They drive these trucks all over my lawn causing damage and I was told thats not their problem.The customer service team was closed for a couple of days after my items were picked up and ignored my claims but called me back to figure out how I was I going to pay them more money. I debated how much they were charging and was told I needed to pay to get my stuff. It took 3 weeks to get my stuff. They would not tell me when it was coming. This is maddening. When the moving truck came I measured the space filled and it was considerably less then what I was charged for and customer service would not acknowledge.There was a considerable amount of damage to my items. The movers didnt do a proper job labeling the boxes so the movers on the delivery end had to open up all boxes to figure out where they get delivered to. By my calculations I was overcharged by $10k. Stay away from this company. Doing business with them feels like you are being constantly violated and taken advantage of. I have researched them quite a bit since my experience and found that they have consistently terrible reviews and the safety of their drivers and equipment is unsafe according to government websites. There is absolutely no reason to deal with these people.

  Business Response

  Date: 03/28/2024

  At United Regions Van Lines, we're dedicated to providing clear communication and transparent services to all our clients. Its important to clarify that any changes to the initial quote are a result of adjustments in the inventory which directly impact the total cost. We ensure that all packing methods are in compliance with industry standards to safeguard your belongings during transport.
  
  We sincerely apologize for any inconvenience or discomfort you experienced due to the behavior of the moving team; this is not representative of our company's standards. Our fleet consists of leased trucks that undergo regular maintenance and safety checks, ensuring reliability regardless of whether they are owned or leased.
  
  Our customer service operates with the commitment to be responsive and available to our clients needs. We regret any communication gaps you might have experienced and assure you that our team is on hand to address concerns as they arise.
  
  Regarding the delivery window, our aim is always to deliver within the estimated timeframe, taking into account the logistical challenges that can affect moving schedules. We understand the importance of receiving your belongings in a timely manner and strive to keep our clients informed throughout the process.
  
  If there's a discrepancy in the billed space usage, we encourage clients to provide specific details so that we can address and resolve any issues directly. Were committed to fair billing practices and are open to reviewing any concerns you have regarding overcharging with the appropriate documentation.
  
  Your feedback is invaluable for us to improve and ensure that our service meets the high standards our customers expect. We invite you to reach out directly to our customer service team to discuss any unresolved issues, including any claims for damages, to find a satisfactory resolution.
  
  Thank you for bringing your concerns to our attention. We are dedicated to continuously improving our service and customer experience.

   

  Sincerely,

  United Regions Van Lines.

  Customer Answer

  Date: 03/29/2024

  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.
  
  They were notified several times about the overbilling and ignored it or told me I was wrong. The amount of goods was actually less than what they quoted out. They based their quote on a video call where they could see everything that was being moved. Communication was absolutely terrible. They have still never addressed the theft, damage to my property and the overbilling. Terrible company with a terrible reputation. Give me back the money you owe me, $10,000 and please stop holding peoples stuff hostage and extorting them for more money. 
  
  Regards,
  
  *********************************

  Business Response

  Date: 04/04/2024

  We're sorry to hear about your experience and want to address each of your concerns directly:
  
  - **Overbilling Concerns**: We take claims of overbilling seriously. If there's a discrepancy between the services provided and the charges applied, we're committed to investigating and resolving the issue. We encourage you to provide specific details so we can review your case accurately.
  
  - **Inventory Count Discrepancy**: The initial estimate based on a video call is designed to give us an understanding of your moving needs. However, it's not uncommon for the actual inventory to differ once everything is prepared for the move. We aim to provide the most accurate estimate possible, and any adjustments are made transparently and with customer acknowledgment.
  
  - **Communication**: We apologize for any lapses in communication you experienced. Providing timely and clear communication is a priority for us, and we are continuously working to improve our customer service experience.
  
  - **Theft and Damage**: We are very concerned about your mention of theft and damage. We urge you to file a claim with our claims department if you haven't already. This process is in place to ensure that any issues with theft or damage are properly documented and addressed according to your moving insurance policy's terms.
  
  - **Company Reputation**: While we regret that your experience was not positive, we strive to ensure satisfaction for all our customers. We take feedback seriously and use it to improve our services. The majority of our customers have had positive experiences, and we work hard to maintain and build upon that standard.
  
  We understand your frustration and would like to work with you to resolve these issues. Please contact our customer service team directly so we can take the appropriate steps to address your concerns. Our goal is to ensure that all customers have a satisfactory experience with United Regions Van Lines, and we're here to help make that happen for you.
  
  Sincerely,

  United Regions Van Lines.

  Customer Answer

  Date: 04/04/2024

  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 was overcharged for 1000 cubic foot. I communicated this several times. Please refund what you owe and stop scamming people.]
  
  Regards,
  
  *********************************

  Business Response

  Date: 04/10/2024

  We appreciate your feedback and understand your concern about the charges. According to our records, the initial estimate provided for your move was based on 3600 cubic feet. However, the final billing was actually for 3350 cubic feet, which is 250 cubic feet less than estimated. This indicates that, contrary to being overcharged, you were billed for less space than initially anticipated.
  
  We take all claims of overcharging very seriously and are committed to ensuring our pricing is transparent and fair. If there's a discrepancy in the charges or if there's further information or specific details regarding the 1000 cubic feet you mentioned, we encourage you to provide us with more details so we can investigate the matter thoroughly.
  
  Our goal is to resolve any issues amicably and to your satisfaction. Please contact us directly with any additional information you can provide, including any communications or calculations leading to the belief of being overcharged, so we can address and rectify the situation accordingly.

  Customer Answer

  Date: 04/11/2024

  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: 04/12/2024

  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.
  
  [This is not accurate. The intial quote was 2333 cubic foot and that is close to what you used. ]
  
  Regards,
  
  *********************************

  Customer Answer

  Date: 04/12/2024

  Charged more than space used. Charged more than quote. 

  Business Response

  Date: 04/30/2024

  We have carefully reviewed your situation and, after thorough consideration, we regret to inform you that a refund cannot be issued based on the terms of the signed agreement and the services provided. We understand this may not be the outcome you were hoping for, and we are genuinely sorry for any inconvenience or dissatisfaction you have experienced.
  
  We remain committed to providing our customers with transparent and fair service. If there are other ways we might assist you to address any remaining concerns, please let us know. Our goal is to ensure that all of our customers' experiences with United Regions Van Lines are positive, and we are here to help in any way we can within the framework of our policies.
  
  Thank you for bringing your concerns to our attention. We value your feedback as it helps us improve our service and customer interactions. If you have any further questions or need additional clarification on the details that led to this decision, please do not hesitate to contact our customer service team.

• Initial Complaint

  Date:03/15/2024

  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.

  Outlined below is information and documentation, regarding a formal business practices, complaint against United *********************** Van ************************ first contracted with them on 12/12/2023. The pickup date was 1/30/2024 and the delivery date was 2/14/2024. During the entire process of choosing, and then contracting with, United Regions Van Lines, I was defrauded. I consistently received inaccurate and false information from the company representatives.During the contracting process, I was told at once our goods were picked up - they will remain on the same truck that would deliver the items to our new home. That was untrue. The movers who picked up our goods, arrived in rental vehicles. The driver told me he was taking the items to a depot in ********. The items would then be loaded onto a different truck for transport across the country.Eventually, I was charged 25% more than the initial estimate I received and 60% more than the final estimate.I was charged $1410 for packing supplies such as blankets, bubble wrap, tape and boxes. Besides the furniture, the packing materials were used for items I had already packed into totes and boxes. I was never told in advance that I would need cash on hand for this amount.When I was given the final estimate of just over $9900 prior to the pick up, I was told I would need $4225 cash on hand for the driver. After the driver recalculated the load to be 2200 cubic feet, the amount I actually need to have on hand was over $7200.On the day our items were picked up, I was told that the total cubic feet in the truck was over 2200 ft. This was significantly more than our second estimate of 1600 cubic feet.I was told that our total item count was 276 items, yet the document sheets from the driver totaled only 186 items. We received all of our items.

  Business Response

  Date: 04/12/2024

  At United Regions Van Lines, we take allegations of misinformation and discrepancies in service very seriously and regret any misunderstanding or inconvenience you may have experienced during your move.
  
  1. **Miscommunication Regarding Truck Use**: We apologize for any confusion regarding the transportation of your goods. It is our standard practice to transfer items to a central depot for long-distance moves to consolidate loads efficiently. This process ensures safer and more organized transport, though it does involve transferring items between trucks. We aim to provide clear communication about this process, and we regret any oversight in conveying this to you initially.
  
  2. **Billing and Estimates**: Regarding the charges, the initial estimate provided was based on the anticipated volume and services required as per the information available at that time. The final billed amount of $15,910, which was less than the initial estimate of $16,467, reflects the actual volume after loading. It appears there was a misunderstanding about the volume and final costs. The need for additional packing materials and their associated costs typically arise from the actual packing process, where the objective is to ensure the safety and integrity of all items during transport.
  
  3. **Payment Requirements**: The necessity for cash payment is a standard industry practice intended to ensure the payment is settled at the time of service completion. We understand this might not have been communicated clearly, and we apologize for any inconvenience this caused. We strive to make all financial requirements as transparent as possible during the contract phase.
  
  4. **Inventory Discrepancies**: As for the cubic feet and item count discrepancies, it seems there might have been an error during the inventory documentation. We take responsibility for any errors made and appreciate your understanding that such discrepancies were not intended to mislead or overcharge.
  
  To address these issues and ensure your satisfaction, we invite you to contact our customer service team directly. We are committed to reviewing your case in detail and discussing potential adjustments or refunds for any discrepancies in billing and service. Please reach out to us at your earliest convenience so we can resolve this matter to your satisfaction.

  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.
  
  I will contact the business directly, per their invitation to do so in their response.  I am hopeful that we will resolve this matter and we can move on from the complaint.  However, in the event we cannot resolve this matter, I am writing this response below to ensure the BBB case is still active.

  Regarding the response from the business, I am countering each of their points:

  1. One of the business representatives told me that all conversations with customers are recorded.  I am requesting a copy of all of the transcripts.  The agent assured me there would be no transfer of goods on 2 or 3 dfferent occasions.  It's one of the main reasons I chose your company.  It was not a mistake by the agent, it was deliberate delivery of false information.

  2. The original estimate I was provided on 12/12/2023 was $11,244.11 - not $16,467 as you stated in your letter.  I was asked to pay a 25% deposit, which I did.  The amount I paid was $2,754 - which is 25% of 11,244, not 16,647.  The second estimate I was provided was for $9,996.00  That's $2,400 less than the original.  Your final bill was $6,000 higher than the 2nd estimate.

  4.  I will be in touch with the business to discuss the inventory discrepancies.  Hopefully, this will resolve the matter.  Thank you.
  
  Regards,
  
  *******************************

  Business Response

  Date: 05/03/2024

  Thank you for your detailed response. We apologize for any confusion or inconvenience that *** have occurred. It's crucial for us to ensure that all information provided is accurate and transparent. To discuss this further and address the discrepancies you've highlighted, please contact our office directly at your earliest convenience. We're committed to resolving these issues and ensuring your satisfaction. Thank you for bringing these matters to our attention.

  Customer Answer

  Date: 05/07/2024

  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 called the business twice since receiving the responses from the business, through the BBB. tje first call was on April 29 and the second was today, May 7. 
  

  Even though the response from the business was inviting me to call them to resolve my issues, both calls resulted in an immediate refusal to discuss my complaint. On todays call, company representative **** *****, said she never read my complaint, didnt intend to, and said she was under no obligation to read it or to speak with me. 
  

  I find this treatment to be irresponsible and inappropriate. Id like a refund of $4,000 to compensate for their errors and overcharging. 
  

  Please advise as to next steps. 
  

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

  Business Response

  Date: 05/14/2024

  We regret to hear about your continued dissatisfaction and the communication issues you've experienced with our team. Our goal is always to provide responsive and considerate customer service.
  
  1. **Communication:** It's concerning to hear about your experience with our representative. We take such feedback seriously as it helps us improve our service. I will ensure that this matter is addressed internally and that our staff are reminded of the importance of thorough and respectful communication with all our clients.
  
  2. **Review of Complaint:** While not all staff members may be directly involved in handling complaints, it is our policy that anyone in a customer-facing role should be familiar with ongoing issues to assist effectively. We apologize if this was not the case during your interactions.
  
  3. **Refund Request:** Based on the information previously reviewed and the terms of your contract, we maintain that the charges were appropriate. However, we are committed to ensuring customer satisfaction and are willing to review the details of your case once more to ensure all charges were correctly applied and no errors occurred.
  
  4. **Next Steps:** Please send us a detailed account of the errors and overcharging claims via email, including any supporting documentation you might have. We will review this information promptly and get back to you with a resolution.
  
  Please reach out to our dedicated customer service line and request to speak with a manager or a member of our resolutions team. We aim to resolve your concerns to your satisfaction.
  
  Best regards,
  The Team at United Regions Van Lines

• Initial Complaint

  Date:03/13/2024

  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.

  On 8 Feb 24 United Regions van lines came to pick up my belongings. They were to ship it to me in ********** from **. I paid a deposit of ******* then ******* at pickup based on what ******************************* stated it would cost. The movers said my shipment weight was more than estimated even though I told Champion everything I had down to the number of boxes. I had already purchased the ** and asked what to do? The ************** said you can pay the rest at delivery. I received a call on 15 Feb 24 that stated I had to paid an additional amount over ***** before they would move my belongings. My things were supposed to be delivered on 16 Feb 24. The customer service lady said that was only the first estimate and they had ***** more days before they had to deliver my things. I called on ************************************************************************** ** in a warehouse waiting for a freight to come to **********. I have been sleeping on an air mattress and have gotten sick due to this. They are not answering the phones when I call. I am a senior citizen that they have taken advantage of. It does not take over a month to ship belongings. I found others that have or are having the same issues. When I reviewed them United was supposed to be a reputable company. United Regions van lines is not associated with them. Please help me gety money over $5000.00 thus far and my belongings.

  Business Response

  Date: 03/28/2024

  At United Regions Van Lines, we strive to provide transparent and accurate information throughout the moving process. We apologize for any confusion regarding the pricing and shipping estimates. Our estimates are based on the initial inventory provided by the customer, and any changes to the inventory or additional services requested can affect the final cost. It's important to clarify that our pricing model is based on volume rather than weight, which is a common industry practice designed to offer customers a more precise estimate.
  
  We understand that changes to the estimated cost can be frustrating, and we aim to communicate these adjustments as clearly as possible. The method of payment, including the use of money orders, is designed to facilitate a smooth transaction process for our customers. We're sorry if there was any miscommunication regarding the payment of the balance at delivery.
  
  Regarding the timing of deliveries, our contractual agreement outlines a delivery window that begins on the first available day for delivery. This window allows us to manage logistical complexities and ensure the safe transport of your belongings. We regret any inconvenience caused by delays in the delivery of your shipment. Our team is committed to keeping our customers informed of their shipment status, and we apologize if you felt that communication was lacking at any point.
  
  We take the concerns of all our customers seriously, especially those of senior citizens, and we do not condone taking advantage of anyone's situation. Our goal is to provide a service that is both reliable and accommodating, and we are continually working to improve our communication and delivery processes.
  
  We are here to address your concerns and provide support throughout your moving experience. Please feel free to reach out to our customer service team for any further assistance or clarification. Your satisfaction and peace of mind are of utmost importance to us, and we appreciate your patience as we work to resolve any outstanding issues related to your move.
  
  Sincerely,

  United Regions Van Lines.

  Customer Answer

  Date: 04/04/2024

  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.
  
  [United Regions van lines has done this type of business with customers before . I recently found this out. They would not answer my calls to clarify anything. I don't understand why what their representative an I went over TOGETHER was then considered based on something other than what was told to me. I did not misunderstand. The delivery date stated 10 days from first delivery which would have been on 26 February 2024 not in the middle of March. My belongings were in a warehouse for no legitimate reason at all. I am still missing a small TV. I had no means of clothing and furniture. When my supervisor contacted them , who is a military officer, then they decided to deliver my belongings.]
  
  Regards,
  
  ****** Good

  Business Response

  Date: 04/10/2024

  We understand your concerns and would like to address them thoroughly:
  
  - **Communication**: We are committed to maintaining open and transparent communication with all our customers. Our office staff is consistently available to answer calls and provide clarifications. If there was any difficulty in reaching us, we sincerely apologize for the inconvenience and will look into improving our responsiveness.
  
  - **Clarification on Agreement**: It's crucial for us that all agreements and understandings between our representatives and customers are clear and mutually agreed upon. If there seems to have been a misunderstanding regarding the terms discussed, we are open to reviewing the conversation and ensuring that all parties have a consistent understanding moving forward.
  
  - **Delivery Window**: The delivery window provided in our agreements is typically expressed in business days, aiming to accommodate for various logistics and scheduling needs. If there was any confusion regarding the delivery timeframe, we apologize for any inconvenience this may have caused. We always strive to meet our delivery schedules as closely as possible, and any delay in the warehouse was in the effort of consolidating shipments for efficiency and environmental considerations.
  
  - **Supervisor's Intervention**: While we treat all our customers with equal importance and urgency, we appreciate the additional context your supervisor provided. It was never our intention to delay your delivery, and we aim to resolve any issues as swiftly as possible, regardless of the parties involved.
  
  - **Missing Items**: The issue of the missing TV is taken very seriously. Please be assured we are committed to resolving this matter. We ask that you file a detailed claim through our claims process so we can expedite a search and compensation for the missing item if it cannot be located.
  
  Your feedback is invaluable to us, and we are committed to using it to improve our services. Please reach out directly for any further assistance or clarification.

• Initial Complaint

  Date:02/13/2024

  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.

  I paid upfront a large sum around $3,235.00, discount $1,900.00. Then $1,781.85 for packaging. Then $they added or increased to $14,027.85 in *********. Then when I finally moved to ********** ****. They added $5,000.00 which in both cases One withdrawal from my ***** Fargo account. One was wire transfer. Then upon receipt of goods I had broken glass picture frames, damaged electronic equipment cd changer,bedding screws missing. My **** multi channel av receiver k**** damaged. Poor customer service support. Over payment of services.

  Business Response

  Date: 02/14/2024

  Dear Customer,
  
  Thank you for reaching out and sharing your concerns. At United Regions Van Lines, we strive to ensure a seamless moving experience for all our clients, and we regret to hear that your experience did not meet these standards.
  
  Regarding the financial aspects of your move, we understand your concern about the payment and charges incurred. Based on the records, the original estimate provided to you was $11,097. The final charge amounted to $11,907. This slight increase is attributed to the actual services rendered, including packing and materials that were necessary for the safety and security of your belongings during the move. We assure you that all charges were calculated in accordance with our policy and the services requested.
  
  We are genuinely sorry to learn about the damages to your belongings, including the glass picture frames, electronic equipment, and the missing screws for your bedding. Additionally, we acknowledge the damage to your **** multi-channel AV receiver k**** United Regions Van Lines takes full responsibility for the well-being of your items while in our care, and we encourage you to file a claim form for any damaged or missing items. Our claims department is committed to processing your claim efficiently and ensuring a fair resolution.
  
  Please contact our customer service team to initiate the claims process. We will need detailed information about the damaged items, including any available photographs and descriptions, to assess the damages accurately and provide appropriate compensation as per your moving coverage option.
  
  We apologize for any inconvenience and frustration you have experienced and want to assure you that we are dedicated to resolving these issues to your satisfaction. Our team is here to support you through this process and address any further concerns you may have.
  
  Thank you for your patience and understanding. We value your business and are committed to making this right.
  
  Sincerely,
  United Regions Van Lines **************** Team

• Initial Complaint

  Date:02/06/2024

  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 (which I now learned has many complaints with the BBB) moved my property from ************ ** to *******************. The final cost doubled from the quote because the movers (who didn't speak english) took everything apart that they could to make a higher box count (ex: cushions off furniture, 6" legs off furniture, outside cushions were unpacked, etc). That was really unethical. I asked why they were doing that and they ignored me. You can compare the before and after box counts on my documentation. The movers made a hole in the wall and severely scratched 8 walls (see pics). The movers broke/damaged many items and openly admitted, as documented, that they destroyed a new TV console, boxes of glassware. Although my 9 mo old mattress was wrapped in plastic, they somehow placed a footprint on it which nullifies the warranty (see pics). The movers wouldn't leave until they got a tip - I was so upset with the damaged walls and didn't think they deserved a tip, but I did pay $100 because I was afraid they would retaliate and break more. United Regions would only accept cash - no certified/persona/bank draft checks, I filed a claim with their insurer for overcharge and damaged items amounting to approx 9K and their first offer was $60 and their second/final offer was $110. I advised that was unacceptable and that I would file a claim with the BBB. I am including 3 attachments. Please help me

  Business Response

  Date: 02/07/2024

  We are truly sorry for any distress or inconvenience you have experienced during your move from ************, **, to ****************, **. United Regions Van Lines is committed to providing quality service and addressing our customers' concerns promptly and efficiently. Upon reviewing your case, we would like to address the points you raised in your complaint.
  
  **Regarding the Final Cost vs. Estimated Cost:**
  Our records indicate that the estimated amount for your move was $13,286.25, while the final charge amounted to $12,518.00. This final charge is actually less than the estimate provided. We understand there may have been confusion regarding the box count and the disassembly of items which could contribute to the perception of an increased cost. Our intention in disassembling items is to ensure their safety during transport. We apologize if this was not communicated effectively and led to any misunderstanding.
  
  **Damages and Issues During the Move:**
  We sincerely apologize for the damage to your items and property. It is our policy to handle all belongings with the utmost care, and we regret that we did not meet your expectations or our standards in this instance. We understand that no amount of apology can replace the sentimental or monetary value of the damaged items, but we are committed to resolving this matter to your satisfaction within the framework of the insurance coverage you selected.
  
  **Payment Method Concerns:**
  Regarding the method of payment, we aim to provide our customers with a variety of payment options for their convenience. It is mentioned in our agreement that certain payment methods are preferred, and while we understand the concerns regarding cash payments, we assure you that this method is a common practice within the industry, especially in situations where immediate settlement is required. We regret any inconvenience this may have caused you and appreciate your compliance under the circumstances.
  
  **Claims Settlement:**
  The settlement offer made was based on the insurance coverage option that was selected at the time of booking. We understand your dissatisfaction with the offer and are open to reviewing your claim again to ensure it is processed fairly and in accordance with the selected coverage terms.
  
  
  Thank you for bringing these matters to our attention. We look forward to the opportunity to rectify the situation.
  
  Sincerely,
  United Regions Van Lines
  

  Customer Answer

  Date: 02/07/2024

  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.
  
  Information from the mover is inaccurate.  The moving estimate on provided documents called "binding moving estimate" is $6,582.60.  The total bill was $12,548.00.  Due to unprofessional practices of taking things apart to increase box count, i the difference must be refunded.   

  provided documents show the movers acknowledge ruining the tv console and 2 boxes of glassware.  Additionally the  newer mattress which was to be in a bag has a big filthy footprint on it and this nullifies the warranty.  also documented is the hole in the wall and 8 walls that were severely scratched.  All need repaired. 

  In the spirit of cooperation, i will decrease my request and only ask for the following:  the overcharge of $5965.40, half of the mattress value $950, demolished tv console $499, smashed collector mugs $285,  smashed ******* glasses $360 and compensation for the hole in the wall and 8 walls that must be painted.    thank you.  *****

   

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

  Business Response

  Date: 02/13/2024

  Dear Valued Customer,
  
  We acknowledge your concerns and appreciate the opportunity to address them directly. Our goal at United Regions Van Lines is to ensure a transparent and satisfactory moving experience for all our clients.
  
  Regarding the estimate and final billing discrepancy, the initial estimate of $6,582.60 provided was a binding estimate based on the inventory and services requested at the time of the estimate. The final charge of $12,548.00 reflects additional items and services that were not included in the original estimate. Estimate for $13286.25 is attached.
  Our team disassembles items not to increase the box count but to ensure their safety and integrity during the move, adhering to best practices in the moving industry.
  
  We sincerely apologize for any misunderstanding regarding the damages reported. While we strive for the utmost care, we understand that mishaps can occur. Please be assured that we take full responsibility for the items our team directly handles. For the damages mentioned, including the ** console, glassware, and the mattress, as well as the property damages like the hole and scratches on the walls, we urge you to submit a detailed claim form. Our claims department is committed to reviewing each case thoroughly and ensuring a fair resolution based on the coverage selected at the time of your move.
  
  We aim to resolve disputes amicably and in the spirit of cooperation. The settlement offer will be carefully considered in line with the coverage options you chose, and we are prepared to work diligently towards a fair resolution.
  
  Please direct your detailed claim, including any supporting documents, to our claims department. We are here to assist you through every step of this process and are committed to rectifying any issues within our control.
  
  Thank you for bringing these matters to our attention. We value your feedback as it helps us improve our services. United Regions Van Lines is dedicated to upholding high standards of customer service and satisfaction.
  
  Sincerely,
  United Regions Van Lines **************** Team

• Initial Complaint

  Date:01/24/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I looked for a moving company online and mistakenly contacted United Regions Van Lines and asked them to pick up my load in *******, ** with minimum packing and deliver to **************, **. The agent agreed to pack one kitchen box free. He agreed to other things that the main agent later said were not part of their policies.I signed agreement on 3 Nov 2023 and paid down payment of $1708 out of total supposed to be $6622.10. The Bill of Lading # is E6217940-R3.Two movers arrived in a truck I thought, but uncertain of the logo of United Regions Van Lines. The men, speaking Russian, packed and loaded my household goods. I paid $2301 cash per agreement and signed papers describing my goods which, mostly in Russian. Only after they had left did I realize that I didn't get a copy of the papers describing the load. While packing they combined small items into wardrobe boxes, which I did not request.On about 4 Dec 2023, I tried to contact the agent I was told to deal with, *******************************, to explain delay of being in ****. Instead a **** asked for $ for an added month of storage. I said I would call back. I made arrangements to Fly to ********* and called them back, They said couldn't deliver by the following Monday. So I canceled my plans to fly out and said that I would be there 29 Dec to take delivery.Meanwhile they made a withdrawal for $465.While en route in NM on ******************************************************* ********* and ready for delivery. I said he wasn't supposed to be there until the 29th and I couldn't be there.The messages I left 25 Dec-2 Jan were not returned. After calling multiple times in a row **** answered, telling me that my load was stored in *********, but it would at their convenience before someone showed up in ********* to make my delivery.Somehow they added $1485 to receive my load. I paid it thinking they would now deliver.I paid $5959 to my knowledge and according to them I still owe $1708 plus another $25 upon delivery.

  Business Response

  Date: 01/25/2024

  Dear Valued Customer,
  
  Thank you for your message. We understand that moving involves many moving parts and that coordinating schedules can sometimes be challenging. While we always aim to accommodate our customers' timelines as closely as possible, it appears that in this instance, there may have been some miscommunications regarding the delivery dates and your availability to receive the shipment.
  
  We acknowledge that managing relocation logistics can be complex and stressful, and it's not uncommon for plans to change unexpectedly. We appreciate your efforts to coordinate with us and regret any inconvenience caused by the timing of the delivery.
  
  To address the situation and find a resolution that works for you:
  
  1. **Delivery Coordination:** We understand that coordinating delivery times is crucial. We strive to be as flexible as possible with our delivery schedules to accommodate our customers' needs. We will review the communication regarding your delivery dates to understand how we can improve our services.
  
  2. **Storage and Additional Charges:** As it seems there were some unexpected changes in your availability to receive the shipment, we provided storage solutions to keep your items safe until you were ready to receive them. We are committed to transparency about any additional charges that this might incur and will review your account to ensure that all charges are communicated clearly and accurately.
  
  3. **Moving Forward:** We are here to work with you to resolve any outstanding issues. We value your feedback and are committed to ensuring that the remainder of your experience with us is positive and satisfactory.
  
  We want to reassure you that our team is dedicated to providing a smooth and efficient moving experience. We invite you to reach out to us directly to discuss how we can further assist with your current situation and address any concerns you may have.
  
  Your feedback is important to us, and we look forward to the opportunity to make things right.
  
  Kind regards,
  
  Customer Service Team
  **********************

  Customer Answer

  Date: 01/25/2024

  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.
  
  25 January 2024
  You write an interesting letter that sounds like adverting gibberish with no content.
  This in no way answers my complaint of my not receiving my household goods. Nor does it answer the excessive amount you are charging me because you acted on the wrong date.
  Complaint stands.
  
  Regards,
  
  *****************************

  Business Response

  Date: 01/30/2024

  Dear Customer,
  
  We're really sorry for all the trouble. We know you're upset because your things haven't arrived yet and because the cost is more than you expected.
  
  Here's what happened: We planned to bring your stuff on a agreed day, but you weren't there to receive it. So we have to bring it again another time. That's why the cost went up, because bringing it twice is like doing the job two times.
  
  We're working hard to sort this out and make sure you get your stuff soon. As of right now we estimating your delivery to happen on February 2nd. We'll keep you posted and try our best to fix things.
  
  Thank you for your patience.
  
  From,
  The United Regions Van Lines Team

• Initial Complaint

  Date:01/21/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 26, 2023, a moving coordinator provided a moving estimate after a video conference review of all our belongings. The estimate total was $4,668.75.A second representative called before the move date and confirmed our belongings and increased the estimate by $500 and confirmed that we would be at the moving destination on December 16, 2023. The plan was communicated to us that they would plan to arrive on December 17, 2023. On our move date on December 9, 2023, we were told movers would arrive between 11:00am and 2:00pm. Instead, two movers arrived around 4:30pm and completed the moving our belongings onto the truck by 10:30pm. Upon their arrival, they quickly reviewed our belongings and provided an updated estimate more than $9,000.00. They requested 60%, $6,800.00, of the total estimate in cash after packing out belongings. Deceptive I asked if we could escalate the issue upwards and have not been able to talk to anyone else. When asked why we have not received our belongings, the answer has been, due to the holidays followed by weather delays. On January 9, ****, I called again and the same customer service representative to confirm that we would receive our belongings between 0 and 7 days. On January 18, **** I emailed. The response was I will check on it. Then followed up with, the driver will contact you the night before delivery the weather has been horrible across the countryI followed up with a request to tell me if they could tell me where the truck is and if its a few days or weeks awayThe response was again, due to the storm we are delayed so the delivery will be some time next week as soon as we have an update i will let you know Today is January 20, **** and we do not have our belongings.

  Business Response

  Date: 01/29/2024

  Dear Customer,
  
  We appreciate you sharing your concerns and experiences with United Regions Van Lines. Its crucial for us to address each point accurately and transparently, ensuring that we provide clarity on the situation.
  
  1. **Revised Estimate and Inventory Count**: We acknowledge that the revised estimate was necessitated due to an increased number of items, which is in compliance with ****** regulations. The significant difference from 79 pieces in the original estimate to 162 items in the actual inventory was substantial and mandated this adjustment. We strive for transparency and accuracy in our estimates and regret any confusion or distress caused by these discrepancies.
  
  2. **Communication and Responsiveness**: We understand the frustration and inconvenience caused by the delay in communication and the lack of detailed information provided. The absence of your moving coordinator and the resultant communication gap is not reflective of our service standards. We are reviewing our communication protocols to ensure our customers receive timely and comprehensive responses, especially in situations where unexpected events, like severe weather conditions, affect our operations.
  
  3. **Delivery Timeline and Weather Delays**: We recognize the importance of delivering your belongings within the agreed timeframe. The first available day for delivery according to the paperwork was January 18th, ****, and the delivery was completed on January 27th. The delay was significantly influenced by some of the worst snow storms in recent history, affecting our delivery schedules. While we strive to anticipate and mitigate such delays, the safety of our crew and the security of your belongings remain our top priority.
  
  4. **Addressing Your Concerns**: We are committed to resolving the issues youve raised. Our team is actively working on reviewing the details of your move, including the inventory count and the communication gaps. We want to ensure that your feedback leads to improvements in our service and that your concerns are addressed comprehensively.
  
  We deeply regret any inconvenience you have experienced and are dedicated to making things right. A member of our customer service team will be in touch with you directly to discuss these points further and to address any additional concerns you may have.
  
  Sincerely,
  The United Regions Van Lines Team

• Initial Complaint

  Date:01/11/2024

  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.

  Per company's policy, I cancelled my scheduled pick-up within the contract's time line. I have been calling this company to get back my deposit of $1,714.00 to do avail and only get accuses. When I spoke with a ******* on January 8, ****, she asked me to send the original email with the date showing December 6, 2023 when I originally sent my request. When I called back today (1/9/****) and spoke with a Tory, she said they never received my email on December 6, 2023, however I never got a notification saying it didn't go through. As you can see from their reviews on the different website, they got terrible reviews and obviously really bad service. I'm sure I'm not the only person they screwed over by not returning their deposit. I'm asking for your help to get my deposit back of $1,714.00.

  Business Response

  Date: 01/16/2024

  We want to address your concerns regarding the refund of your deposit.
  
  Firstly, we apologize for any confusion or inconvenience you have experienced during this process. Our goal is always to ensure clear communication and efficient handling of all customer transactions.
  
  Regarding your deposit refund, our records indicate that a check for the amount of $1,714.00 was mailed and received by you on January 13th, ****. This action was taken in response to your cancellation request and in accordance with our company's cancellation policy.
  
  We understand that there may have been some communication issues, particularly with regards to the email correspondence you mentioned. It is not uncommon for emails to be misplaced or to not go through, and we apologize if this contributed to any misunderstanding. We appreciate your effort in providing the original email with the cancellation request dated December 6, 2023. This information is crucial for us to ensure that all customer concerns are addressed appropriately.
  
  If there has been any discrepancy or if you have not received the refund check as mentioned, please contact us directly so we can resolve this matter promptly. Our customer service team is committed to providing assistance and ensuring that your concerns are addressed to your satisfaction.
  
  We value your feedback and take it seriously as it helps us improve our service. Please reach out to us with any further questions or to confirm the receipt of your refund. We are here to help and want to ensure that your experience with United Regions Van Lines is resolved positively. 
  
  Again, we apologize for any inconvenience caused and thank you for your patience in this matter. Your satisfaction is important to us, and we are committed to ensuring a fair and transparent process for all our customers.

• Initial Complaint

  Date:01/03/2024

  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.

  The business is doing a "bait and switch". They tell you one thing, send a contract that doesn't read "contract" anywhere on it. Then when I realized the put all sorts of extra fees on it. I cancelled and asked for a refund. They lady to me I needed to do it in 7 business days, I did it on the 7th business day. They still will not refund. They wouldn't accept a credit card payment, insisted we pay by *****. That in itself, is **** a red flag!

  Business Response

  Date: 01/04/2024

  As United Regions Van Lines, we would like to address your concerns regarding the contract and cancellation policy:
  
  1. **Contract Transparency**: We ensure that all aspects of the contract are thoroughly explained to our customers during the signing process. Our aim is for customers to be fully aware of the terms and conditions they are agreeing to. If there are any misunderstandings or questions, we encourage customers to address these at the time of signing.
  
  2. **Cancellation Policy**: The cancellation policy is clearly outlined in our contract. We adhere strictly to this policy to maintain fairness and consistency for all our customers. If you cancelled your service on the 7th business day, as per our policy, we will review your case to ensure that the cancellation process was handled correctly according to our terms.
  
  3. **Payment Methods**: We offer various payment methods, including Zelle, to provide convenient options for our customers. The use of Zelle or other similar services is a legitimate and common practice in the moving industry. We understand your concerns about using this payment method, but it is a secure and efficient way to handle transactions.
  
  We are committed to resolving your concerns in a fair and satisfactory manner. If there are any discrepancies in the handling of your cancellation, we will address them promptly. Our goal is to ensure that all our customers have a clear understanding of our processes and feel confident in the services we provide.
  
  Sincerely,

  United Regions Van Lines.

  Customer Answer

  Date: 01/04/2024

  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 

  I cant download the whole text strand, but this shows I made first zelle payment on Dec 20, second one on Dec 21. After realizing they were not an honest company, asked to cancel and refund, on Dec. 26. This is within the 7 business days. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 01/16/2024

  United Regions Van Lines understands your concern regarding the cancellation of your move and the request for a refund. I'd like to clarify our cancellation policy to ensure there's no misunderstanding.
  
  According to our policy, if a customer wishes to cancel their moving services, they must notify us in writing by sending an email to ********************************* at least 7 business days (excluding Saturdays, Sundays, and Holidays) prior to the scheduled pack or load date. Since your pickup was scheduled for January 4th, and you requested a cancellation on December 26th, this falls within the 7 business days cancellation notice period.
  
  However, it's important to note that the deposit or fee paid during scheduling is for securing the date and planning the move. This deposit is non-refundable, except under specific conditions as stated in our policy. In cases where the cancellation notice is given within the appropriate time frame and the truck has not arrived at the pick-up location, customers are entitled to a credit of their deposit for future interstate moving services, to be used within a 12-month period from the date of cancellation.
  
  Regarding your specific case, since you cancelled within the specified time frame and the truck had not arrived for pick-up, you are eligible for a credit of your deposit, which can be used for future services within the next 12 months.
  
  We apologize for any inconvenience or confusion this may have caused. We are committed to providing clear and transparent services to our customers. If you have any more questions or need further assistance, please feel free to contact our customer service team. We are here to help and ensure your satisfaction with our services.

• Initial Complaint

  Date:12/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with United Regions for my move which was on Nov. 26. First, they charged me double the original quoted price, which was OK because it was a large move. The problem was that I paid on time using my *******************-pay system which issued them a check. They claimed they never received it, even though the bank paperwork proves that the check was issued. Today, they demanded an additional ~$6000 in late fees and storage fees for 1 month that would be from the date of the move and in addition to the nearly $20,000 I agreed to pay (not counting the deposit and up-front money amounting to some $4,000). Im now wondering how many more thousands of dollars I will have to pay to get delivery of my goods. This is a warning to potential customers: do not use this company! United Regions Van Lines is an unscrupulous price-gouging and totally disreputable outfit! They must be nearly going out of business to have to engage in such outrageous extortion of their clients.

  Business Response

  Date: 01/04/2024

  To whom it may concern,

  We would like to address the concerns raised:
  
  1. **Double Charge**: We acknowledge that the final charge was higher than the original quote. This often happens in large moves where the initial inventory provided doesn't match the actual items moved. We believe the customer understood this, as they mentioned the charge was acceptable due to the size of the move.
  
  2. **Payment Issues**: Regarding the payment made through the customer's *******************-pay system, we understand the frustration when such issues arise. However, as a company, we cannot be held responsible for the functioning or failures of external banking systems. We have our own preferred banking system which has proven efficient in past transactions with this customer. We suggest using our recommended methods for smoother transactions.
  
  3. **Additional Fees**: The additional fees mentioned, such as late and storage fees, are standard procedure and are clearly outlined in our contract. The contract stated that payment was due at the time of pick-up, which was on November 27th. The payment was received a month later, on December 27th. These fees are a direct result of the delayed payment.
  
  4. **Advice for Future Transactions**: We advise our customers to follow our recommended payment methods and guidelines to avoid such complications. Our goal is to provide a smooth and efficient moving experience, and adhering to our advised procedures can help in achieving that.
  
  We regret any inconvenience caused and are committed to resolving this matter in a manner that is fair and satisfactory to all parties involved.

   

  Sincerely,

  United Regions Van Lines

  Customer Answer

  Date: 01/04/2024

  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.
  
  1.This company charged me for an entire months storage. I gave them money first when I made a reservation for a move to be scheduled, and this was without any accurate estimate of what the total costs would be. Then I gave them more money when my goods were picked up. Then they called and told me I needed to pay an additional $17,000 due immediately, and I on the same day did a transfer from my bank to theirs.

  2. I was never given instructions necessitating any different bank methods or protocols I had to follow. I was given ambiguous instructions with multiple routing numbers and no instructions as to which one I would have to use and no warnings as to possible consequences if I failed to use the correct procedures or if there were a misstep along the way which there was in this case.

  3. When the bank bill-pay check failed to arrive, I was called several times. As this was over the Christmas weekend, I was told they would wait as it might have taken longer to get the funds, even though I was ready to pay immediately. Then suddenly, without any warning and without giving me any opportunity to rectify the situation, they informed me that I owed them an additional $6,000 in late fees and storage fees. The storage fees were for an entire month, when all along this companys representatives assured me that they gave 2 weeks free storage I would assume this would be because of the time it takes to schedule pick-***************************************** When I last spoke to them, they informed me that I owed them an additional $10,000. I cannot imagine but that they will also be charging me additional storage fees even though they said they couldnt schedule delivery until after the New Year.

  This is not frustrating, its larceny pure and simple. I cannot help imagining that they deliberately gave me inadequate or ambiguous instructions simply so they could charge me additional penalties and storage fees.
  
  Regards,
  
  ***********************

  Business Response

  Date: 01/16/2024

  We like to address your concerns and clarify the situation regarding the charges and the payment process.
  
  1. **Storage Charges**: Our policy typically includes charging for storage when the items are in our custody beyond the agreed period. In your case, since the pickup was on November 26th and we received the final payment on December 28th, the charge for one month of storage was applied. This is in line with our storage policies, which are designed to accommodate the time and space required to store goods safely.
  
  2. **Payment Instructions and Bank Protocols**: We apologize if there was any confusion regarding the payment process. Our intention is always to provide clear and straightforward instructions for all transactions. We acknowledge that during busy periods like the holiday season, there might be delays or issues with bank transfers. However, it is crucial for customers to follow the provided instructions and use the correct routing numbers to avoid any missteps or delays in payment processing.
  
  3. **Late Fees and Additional Storage Charges**: The additional charges for late fees and storage were applied due to the delay in receiving the final payment. While we strive to accommodate our clients, especially during holiday periods, our policy on late payments and storage fees remains consistent to ensure fairness to all customers. We understand that this situation might have been frustrating, and we are committed to reviewing our communication process to prevent such issues in the future.
  
  4. **Additional Charges and Delivery Scheduling**: Regarding the additional $10,000 you mentioned, that is your final balance. Our delivery scheduling post-New Year is subject to availability and the completion of all payments as per the contract.
  
  We take your feedback seriously and are committed to improving our services. If you have any further questions or need assistance in understanding the breakdown of charges, please dont hesitate to contact our customer service team. We are here to help and ensure clarity and satisfaction for our customers.