Complaints

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

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  United Regions Van Lines LLC

  1515 Ellis St Waukesha, WI 53186-5633

• 

  United Regions Van Lines LLC

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/04/2023

  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.

  Date of transaction Amount of $ we paid: $20,619.00 What the business committed to provide us: their quote for the job was $9594.00 What the nature of the dispute is: They reviewed our belongings and quoted us one price for a move with a semi-trailer, then showed up with a truck half the size promised, saying the price would need to increase in order to complete the job.Whether or not the business has tried to resolve the problem. The business is not responsive.Account/order/tracking number. Order #:CN6209000 If the issue involves advertising, when and where the ad was seen or heard: we found their website online **********************************

• Initial Complaint

  Date:11/29/2023

  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.

  Delivery of household goods arrived on Thanksgiving Day, as agreed to by **. However, the company didnt provide a crew to offload the truck and our family had to do it. I spoke with ******* in **************** and she directly lied to me about a crew being in transit to the location as the driver was unable to make contact with anyone that day. ******* also tried to state we agreed to no help, which we did not.

• Initial Complaint

  Date:11/28/2023

  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 used united regions vanlines to move from ******* **, to **** ** on nov 21st . They have charged me additional **** dollars after loading the truck claiming an increase in the space that it took up. They did not offer any kind of verification to this claim. We had a detailed discussion prior to the loading day giving an accurate picture of all the furnitures and boxes that needed to be moved and we were quoted **** dollars for the move . On the day of the move they raised it to **** . There were no additional products added to the move since the quote was obtained . The customer representative stated that there was no option but to pay the amount at this point as there was no way to verify the amount of space it is taking up besides the workers estimate.I have reached out to miltiple representative without any help or explanation.

• Initial Complaint

  Date:11/09/2023

  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 posted a Five Star review for the initial pick up process for Job #******* picked up on 10/29. The **************** Team was excellent at responding and providing timely responses. The weakest link is with the rudeness and documented lies, via the company recorded phone calls, 10/18/2023, where **** said my 1st arrival date, 7 business days after pick up, would require unloading, storage and a reloading fee. She said 17 CALENDAR days was the maximum time allowed after pickup for delivery. She refused to review the contract with me that states **** Business Days because she has been doing this for 30 years. Now that the shipment has been picked up it has been sitting in the same place for 10 days after pickup. The company contact for Arrival information says they have **** business days after the First Arrival Date. Which completely contradicts what **** said when we locked in the First Arrival Date, but to this persons credit, is accurate according to the contract. The ASK is for honesty, empathy and a passion for finding solutions as opposed to quoting a contract. To say the shipment is in scheduling and we will give you a call, when you are paying $200 a night hotel bills and living out of a suitcase does not feel like transparent or valuable information. I prefer an honest answer, like we just dont know! That makes you look unreliable but it is better than waiting daily for a phone call to get some kind of update. Note- I have called daily. Be the Adult in the room and own your service promise. It is an embarrassment and a disservice to all of your excellent employees to allow the performance of one or two people to misrepresent what is in the contract and then take a lack of ownership in providing timely answers. These people need to be trained or rooted out of the organization that is otherwise equipped with an excellent Team. If at all possible, simply get my belongings on a truck and get it where it is supposed to go. I think that is what I paid for.

  Business Response

  Date: 11/22/2023

  To whom it *** concer,
  
  At United Regions Van Lines, we want to assure you that we are diligently working within the estimated **** business days window, as outlined in our contract, for the delivery of your belongings. Your patience and understanding during this time are greatly appreciated.
  
  We acknowledge and apologize for any confusion or frustration that *** have arisen due to communication issues with our staff. We are committed to improving our communication to ensure clarity and consistency in the information we provide.
  
  We understand the challenges that come with relocation and the anxieties associated with waiting for the delivery of your items. Our team is making every effort to ensure your belongings are delivered within the estimated timeframe.
  
  Your satisfaction with our service is of utmost importance to us, and we are here to support you throughout this process. Should you have any further questions or need additional assistance, please do not hesitate to contact our customer service team. Thank you for choosing United Regions Van Lines, and we look forward to successfully completing your delivery within the scheduled window.

  Customer Answer

  Date: 11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response by United Regions Van Lines is very much appreciated as is the BBB for providing this space to share the issues that exist between a Customer and the Business providing a service. As of today, we are at Business Day 17 as quoted by UNVL in the contract for the household goods to be delivered. With tracking monitors in place we can clearly see that our household goods are still in *************** ******* and have not moved since October 29th, exactly ****************************************************** ******, the household goods would not arrive until December 8th. Two calls to **************** over the past two weeks, not to complain, but to ask for an understanding if this is a Driver availability issue or Truck availability issue, and what is Plan B, a promise to call the same day by 2pm EST never came. As a Senior Citizen this is an issue is an abuse of trust, lack of transparent communication, and failure to meet their promises, as written in their response. Just to note that all monies due up front have been paid, over $12,000, and another $6,000 in cash (as required) is sitting in ****** waiting the arrival of our household goods. This is a simple case of a company holding our household goods for no apparent reason creating significant inconvenience and significant cost as we live without necessary clothing and basic necessities required for the Winter ******************. My primary purpose in sharing this information is to inform Senior Citizens or for any Military Family of the atrocious behavior of this company and serve as a red flag that they do not honor their commitments despite you acting in good faith and honoring your part of the legal contract. Very disappointing indeed that there are companies that take advantage of the elderly and hold their belongings hostage for no apparent reason. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:10/30/2023

  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.

  We hired United Regions Van Lines to move our household goods from ********** to ******, a distance of about 700 miles. Our household goods were picked up on 1 Oct 2023 with no issues. At the time we were told that this would be a door to door move as we had requested. However, we are still waiting for our goods to be delivered almost a month later. Several calls to customer service and scheduling have been placed but no one can tell us if or when our goods will be delivered. I wish we had been told the truth before when we signed the contract at least we would have known what to expect or maybe at least when we could expect our furniture to be delivered.

  Business Response

  Date: 11/09/2023

  On behalf of United Regions Van Lines, we sincerely apologize for the delay in delivering your household goods from ********** to ****** and for any stress and inconvenience this has caused. It is always our intention to provide clear communication and efficient service, and it seems we have not met those standards in your case.
  
  We understand the importance of timely delivery, especially for a door-to-door move, and we regret that we were unable to fulfill our commitment within the estimated **** business days. We acknowledge that the lack of definitive answers when you reached out to our customer service and scheduling teams was frustrating, and we are looking into why this breakdown in communication occurred to prevent a similar situation in the future.
  
  We are glad to confirm that your goods were delivered on 11/02. However, we recognize that this does not excuse the delay. We are committed to making this right for you and would like to discuss how we can address any issues caused by this service lapse. Please contact our customer service team so we can work on an appropriate resolution.
  
  Once again, we apologize for not meeting your expectations and appreciate the opportunity to address your concerns. We value your business and hope to restore your faith in our services.

• Initial Complaint

  Date:09/27/2023

  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.

  My communication with United Regions Van Lines started on 6/9/2023. My job number with them was MD6203461. *****, the salesman/estimator and I went through every piece of furniture in my house and measured. He told me that if I added a couple of boxes, that would not drive the price up very far because the "big stuff" like furniture is accounted for. Also, he said that because we were a close move, although the company has 17 days to deliver, it would be more like 2-3. I told him we lived on the 3rd floor and so he said I would pay for 2 floors ($75 each). He also went on ****** maps to look at the entrance and said that the driver should be able to drop off at the school campus I was moving to. I also called the destination to make sure tractor trailers can get there and they confirmed tractor trailers come often. I was quoted an estimate of $5696. Accidentally, I called another estimator from URVL, and they were within 5 cubic feet of the original estimate, making me feel confident that estimate was accurate. Come moving day, the movers were late, I could only communicate with one in English, and as soon as my husband left to our new destination I was told that above the 777cubic ft I was estimated, I used an ADDITIONAL 953 cubic feet and would need to have about $2600 in cash (even though because of their lateness, all banks were closed) or postal money order. They then asked for a tip and I found that they left garbage throughout the house and they piled garbage outside that they thought I wouldn't see. I had to clean all of this up before I left my house forever and had to get on the road. There isn't enough room to describe the terrible customer service, but 16 days later, our stuff arrived. The driver refused to deliver, and I was made to make a decision in 8 minutes (bc of closing drop off time) to get a shuttle service for another $1800. Fragile boxes accordianed, heirloom furniture destroyed, and didn't put furniture together, as stated in contract.

  Business Response

  Date: 10/10/2023

  We appreciate your detailed account of your experience with United Regions Van Lines (URVL). We'd like to address some of the points you've raised:
  
  1. **Inventory Discrepancy**: It appears that there was a significant difference between the estimated and actual inventory, which contributed to the change in price. Accurate itemization is crucial in providing an estimate, and we apologize for any inconvenience caused by the discrepancy. 81 on the estimate - 152 on the actual move inventory.
  
  2. **Delivery Window**: We want to clarify that our standard delivery window is **** business days, as stated in our contract, even for relatively close moves. We understand that you were expecting a quicker delivery, and we apologize if this caused any inconvenience.
  
  3. **Stair Charges**: Our contract specifies a charge per flight of stairs (7 steps), not per floor. We apologize if there was any misunderstanding regarding this charge.
  
  4. **Clean-Up**: We're sorry to hear about the cleanliness issues during your move. We expect our movers to leave your home in the same condition they found it. Your feedback will be used to improve our services.
  
  5. ******************** It's important to note that not all locations are accessible by our moving vans due to their size.
  
  6. **Damaged Items**: We're truly sorry to hear about any damaged items. We recommend filing a claim for any damaged or lost belongings to initiate the claims process. This will allow us to assess and address your concerns according to your chosen coverage.
  
  We appreciate your feedback as it helps us identify areas for improvement. If you have specific concerns or would like to proceed with a claim, please contact our claims department, and they will guide you through the necessary steps.
  
  Once again, we apologize for any inconvenience you've experienced during your move with us. Your satisfaction is important, and we'll work to address your concerns to the best of our abilities.

  Customer Answer

  Date: 10/11/2023

  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.
  
  Apologizing doesn't change anything. Your agents lied and your aren't taking responsibility for that.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:09/09/2023

  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 entrusted United Regions Van Lines to move 600 cubic feet of boxes from *****, *****, to **********, ************. Our agreed upon pick up date was 7/24/23 and delivery was set to be within 4 days of 8/8/23. United Regions offered to store our things for up to two weeks, due to the time between pick up and drop off. The amount paid to United Regions was $5,210. After the 8th passed, United Regions did not make much of an effort to keep us updated about our things. Weeks passed. No response was ever given to my email to management, regarding my complaints and concerns. Our things were finally delivered on September 3rd. The condition of many of the boxes was shocking. Many were crushed. Some were torn open. Some things were reboxed altogether. Once I began opening the boxes, I found many glass items shattered and broken. Even things that were not fragile were broken. A personal heirloom from my grandmother, a Lladro porcelain collectors item, was in pieces. A custom glass wall decoration was cracked straight through. It seemed as if no effort was made to protect my things. Boxes with fragile marked in large letters were disregarded. I would like this gross negligence to be rectified. I would like a partial refund, both for the amount of time I was left to live without many functional household items, and for the carelessness and negligence that resulted in the loss of irreplaceable personal items.

  Business Response

  Date: 10/10/2023

  We would like to clarify a few points regarding your move with United Regions Van Lines:
  
  1. **Pick-up Window**: The agreed-upon pick-up window was on the 24th and 25th of July.
  
  2. **Delivery Date**: The date mentioned, 8/8/23, was not the delivery date but rather the first available day for delivery. Our standard delivery window is **** business days from the first available delivery date.
  
  3. **Storage**: You mentioned that United Regions offered to store your belongings for up to two weeks due to the time gap between pick-up and delivery. However, there seems to have been some confusion, as it appears your belongings were in storage for a longer duration.
  
  4. **Box Conditions**: It's important to note that the condition of the boxes and items is primarily the responsibility of the customer when they pack their belongings. We cannot comment on the conditions of the items as they were packed by you.
  
  5. **Claim Process**: If you have experienced damages or losses during your move, we recommend filing a claim. Our claims process is designed to provide reimbursement according to the coverage you selected for your move.
  
  We understand your concerns and the frustration you've experienced during this process. Please reach out to our claims department to initiate the claims process. They will guide you through the necessary steps to address your concerns and provide the appropriate resolution based on your coverage.
  
  We apologize for any inconvenience you've faced and assure you that we take these matters seriously and will work diligently to resolve them to your satisfaction.

• Initial Complaint

  Date:08/23/2023

  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 event happened on December 16, 2022. Started searching for long distance movers thr June prior. The company made promises about service, cost and out comes. All of these promises did not occur and the movers were at my door in an unmarked truck. It's to late to change your move date. I found the treatment of the lead driver, appalling. He spoke down to me, acted like he was doing me a favor, wanted to double charge me for 1/4 more items that could of fit in the unmarked truck. Tried to work things out with company and they wouldn't budge on anything. More than a 1/3 of my items didn't get on the truck per their last that I went over with three different people from the company. I was with the movers inside pointing to items that were to be on the truck the two guys inside didn't speak English so I would point to items. When I would go outside to check on the truck. The main guy would always be on the phone and acted like I was bothering him. As I kept questioning about my items on the list. Also, at the start of the moving the lead guy wanted me to sign a bunch of papers and when I questioned what was I signing. The main guy got mad and walked away. If I had signed it was me agreeing that my truck load was much more. If the movers stuck with the list and not what they moved into the truck everything would of fir. When items were finally delivered to **********. The first 10 boxes there were broken items, expensive broken items. Thus caused great anxiety. I've moved 25 times in life I know how to pack to prevent things from breaking. Once I finally calmed down I wrote a five page letter to the President/HR to let them know how there employees are treating their customers. All I got back was a claims email. I filled out the claims registration and it said someone would be in contact. One month later, ***** contacted me. So I emailed the claims company, still ***** contacted me one and 1/2 months. Now we're here to today. I don't understand how moving companies can get treat customers in this manner.

  Business Response

  Date: 09/07/2023

  To whom it may concern,
  
  We sincerely apologize for the disappointing experience you encountered during your move with us. Your feedback is deeply concerning to us, and we would like to address each of your concerns:
  
  1. **Service Promises**: We deeply regret that the promises made regarding our service, cost, and outcomes were not met to your satisfaction. We take our commitments seriously and strive to ensure a seamless and positive experience for all our customers.
  
  2. **Unmarked Truck**: We understand your concern about the unmarked truck that arrived for your move. This is not in line with our usual standards, and we appreciate you bringing this to our attention.
  
  3. **Lead Driver's Behavior**: The behavior of our lead driver, as you described it, is completely unacceptable. We do not tolerate such behavior from our team members, and we apologize for any disrespect or inconvenience you experienced during your move.
  
  4. **Inventory and Items Left Behind**: We are deeply sorry for the inconvenience caused by items left behind during your move. We understand the importance of ensuring that all your belongings are transported as agreed upon.
  
  5. **Miscommunication and Paperwork**: It is essential that our customers fully understand the paperwork and agreements involved in their move. We apologize for any miscommunication or frustration you experienced during this process.
  
  6. **Damaged Items**: We are truly sorry to hear about the damage to your items during the move. We understand how distressing this can be, especially when preventive measures were taken.
  
  7. **Lack of Response**: We apologize for the delay in our response to your concerns. This does not reflect our usual level of customer service. We take all claims seriously, and your experience will be thoroughly reviewed.
  
  We genuinely regret the overall negative impression you have of our company and the way your move was handled. This does not align with the service and customer care we aim to provide. We assure you that we are taking immediate steps to investigate the issues raised and will address them with the utmost seriousness.
  
  Our commitment is to make this right for you. We will ensure that your claims are processed promptly, and you are compensated for any damages incurred during the move. We will also review our processes to prevent similar incidents from happening in the future.
  
  We understand your frustration and disappointment, and we thank you for bringing these issues to our attention. Your feedback helps us improve, and we are dedicated to rectifying this situation.
  
  Please expect a follow-up from our claims team shortly, and they will work with you to address your concerns and provide the necessary resolution.
  
  Sincerely,
  
  United Regions Van Lines

• Initial Complaint

  Date:08/23/2023

  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.

  DO NOT USE THIS COMPANY!!! We hired United Regions Van Lines to move our belongings to our new home. After receiving an initial estimate, we were told to sign today to get discounts and incentives. We were also told that since the move was less than 500 miles, it was a straight shot, only a day. I told the rep we would most likely be getting rid of some of the items on the original inventory list and was then told by the agent that the estimate would be adjusted accordingly. Before the pickup, we went over all the items being moved. At that time, I was informed that we no longer met their minimum. They padded the inventory to bring it to minimum. Upon pick up, we were informed we were now over our allotted space and charged an amount bringing the total back to the original estimate. When the truck arrived it was a rental with the United Regions logo magnet slapped over the doors of the vehicle. We ended up waiting three weeks for our belongings to be delivered to our residence. The boxes that I packed were fine. Every piece of furniture that was handles ended up, scratched, chipped, dented, four pieces broken, some missing pieces and some items just not delivered. United Regions accepts no responsibility for damaged or lost items. In those cases where they will reimburse - the reimbursement is 60 per pound. When calling the office, you are often ignored and there is a convenient "we have a new phone system so there may be problems" There is no such thing as customer service and a total disregard for your merchandise. United Regions will not accept any responsibity for their actions, so I am writing this as a warning to others. Again - DO NOT USE THIS COMPANY!!!

  Business Response

  Date: 09/07/2023

  To whom it may concern,

  We understand your concerns and frustrations, and we apologize for any inconvenience you experienced during your move with United Regions Van Lines. We would like to address some of the points you've raised:
  
  1. **Estimate and Discounts**: We acknowledge that you received an initial estimate and were informed about potential discounts and incentives. Our aim is to provide our customers with competitive pricing options.
  
  2. **Delivery Timeline**: We want to clarify that while we aim for efficient and timely deliveries, the estimated delivery window for your move was **** business days, as stated in your contract. We apologize for any discrepancies in your expectations and our actual delivery time.
  
  3. **Inventory Adjustment**: Adjustments to the inventory list can impact the estimate. Our representatives should have communicated any changes in pricing based on these adjustments clearly, and we apologize if this was not the case.
  
  4. **Truck Marking**: Our fleet includes both owned and rented vehicles, all maintained to the highest standards. Whether a truck is owned, leased, or rented does not affect the quality of service we provide. The safety and security of your belongings are our top priorities.
  
  5. **Delivery Duration**: We understand that waiting for your belongings can be frustrating. The estimated delivery timeframes are provided to give customers an idea of when to expect their items, but they can vary due to factors such as route and weather conditions.
  
  6. **Damaged Items**: We sincerely apologize for any damage to your belongings during the move. Claims for damaged or lost items are typically settled based on the coverage option selected by the customer. We encourage customers to carefully consider their coverage choices when booking their moves.
  
  7. ********************* We regret any difficulties you encountered when trying to reach our office. We strive to provide excellent customer service and are working to address any issues with our communication systems.
  
  Your feedback is valuable, and it will help us improve our services. If you have any specific concerns or would like to discuss your situation further, please contact our claims department so we can assist you in the claims process.
  
  Once again, we apologize for any inconvenience you've experienced and thank you for bringing these matters to our attention.

   

  Sincerely,

  United Regions Van Lines.

• Initial Complaint

  Date:08/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a problem with United Regions Vanlines. They have my household goods and will not give me a date/time they are going to deliver. I've called 3 times and they tell me they have **** days to deliver? I paid in full July 28th, 2023, after they demanded additional money from me for over $18,500 when the original estimate was $10,200. When I wired the remainder of the $18,500 the lady was berating me over the phone and telling me they have the truck ready to go and are just waiting on my payment. She refused to take a bank draft and demanded I pay in full by wire. She is the person that did a follow up estimate within a week of the move, which was too late to cancel the contract for $11,900. The team showed up and loaded almost everything, then showed me an estimate for over $17,500. It was after midnight, and I argued with the driver for over an hour until 1am demanding he call the people that provided me the estimate and they would resolve this. He refused to unload the truck when I told him I wouldn't pay 50% more than what they estimated. The company has scammed me out of over $18,500 and now will not tell me when my goods will be delivered. They know I am filing a dispute with their arbitration and that I have a state trooper at my delivery point that will verify that what they are doing is a scam. They try to tell me I have 95 more items than estimated which is a complete lie. The mover didn't show me all the paperwork on loadout, and he loaded the truck almost completely before giving me a new estimate. That is direct violation of their own paperwork. It is now midnight August 12th, and still no date/time when they will deliver. I can't even determine where they are based, the paperwork says ******** ****, but I looked them up and everything including phone numbers matches with *********. This business is a scam, and they have been absolute nightmare trying to deal with them. They refuse to listen to anything I have communicated to them.

  Business Response

  Date: 08/18/2023

  As you can see from the complaint the *** officer was there at delivery, confirming that EVERYTHING was done according to the Rules and regulations of ****************************.

  Sincerely,

  United Regions Van Lines

  Customer Answer

  Date: 08/18/2023

  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 be filing an arbitration with the company and my banking. I prefer to not discuss here all the details, but the company has overcharged me for volume that was non-existent and refused to make the correction.
  [Please type your response here.]
  
  Regards,
  
  ***********************