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:07/30/2023

  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.

  In June, 2023, we were quoted and agreed to pay United Regions Van Lines $14,000 for a cross country move from ** to **. Q/C called the week before to set up a packing date and made us go through room by room again to make a comprehensive list of everything to be packed. At that point, they increased the price by $3,000. We agreed to pay the $3,000 difference because we were backed into a corner and it wouldn't be possible to find another moving company four days before the scheduled move. The movers showed up several hours late each day and on day three, they finished packing and loaded one truck. They then decided to increase the price by another $9,000 because they now needed an additional truck. This was told to us as we were about to get into our vehicles and drive our family ***** miles across the country in order to make it to closing in time. They threatened that if we didnt pay, they would halt all work and leave the remaining items in our house and put the rest of the items in storage. On 7/29/23, a company rep admitted the contents of the trucks have been unloaded into storage. There is a no-transfer clause in the contract and this has been breached by them. A $14,000 quote went to $28,000. The contract contained a no transfer clause wherein the moving company wasnt allowed to transfer any of the items from the truck until it arrived in our driveway in **. We have email verification of this. We closed on our new house in ** on July 28 and the moving company has all of our belongings in a warehouse somewhere in ******. We are now in ** with two small children, a puppy and no belongings, not even mattresses, blankets, or pillows, as our items are being held hostage. This is the definition of extortion. We have paid 90% of the original agreement balance. They have also ACH debited our account without our consent. The moving company refuses to even schedule a delivery date until it receives additional money. Please help!

  Business Response

  Date: 08/01/2023

  Hello,
  
  We have noticed that this complaint is a duplicate of the previously lodged complaint with the reference number ********. To maintain the integrity and accuracy of the process, we kindly request that this duplicate complaint be removed and any actions or procedures be continued based on the original complaint. 
  
  Thank you for your understanding and cooperation in this matter.
  
  Best Regards,
  United Regions Van Lines
  
  

• Initial Complaint

  Date:07/27/2023

  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.

  They are extorting thousands of dollars from me. They are threatening to withhold my property. I have paid 90% of the balance.They did not honor 2 different contracts

  Business Response

  Date: 07/28/2023

  
  Regarding the recent complaint lodged by a client about our moving services from ******** to *********, we hereby provide a factual clarification of the process:
  
  - Initial Virtual Estimates: The client contacted us for two virtual estimates:
     - The first estimate was for 236 items with a quoted price of $14,500.
     - The second estimate was for 273 items with a quoted price of $17,250.
  
  - Effect of Item Quantity on Price: We clearly communicated that the final cost would be affected by the actual quantity of items on the day of pickup. Any discrepancy between the client's self-assessment and actual items would inevitably impact the price.
  
  - Pickup Day Reality:
     - Our team counted 365 items, significantly more than what was initially declared by the client.
     - In light of this, we provided the client with an updated estimate of $29,796.
     - Crucially, this revised estimate was signed and agreed upon by the client before any work commenced. This ensures that the client was fully aware of and agreed to the updated price.
  
  - Final Invoice: Despite the increase in items, the final bill was reduced to $26,614.04, lower than the agreed-upon updated estimate due to the actual scope of work being less than anticipated.
  
  The client's claims of extortion and contract breach are thus factually incorrect. We acted within all legal and ethical guidelines in all our interactions with the client.
  
  We trust that the BBB will take our clarification and evidence into consideration. We request a prompt resolution to this matter, including the removal of the unfounded complaint from the BBB platform.
  
  

  Customer Answer

  Date: 07/31/2023

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/11/2023

  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.

  On 6/21, I signed an agreement after speaking with **** at United Regions Van Lines who did a complete listing of the belongings I would be moving and confirmed with the shorter distance it would be a same day delivery. He gave me an estimated price of $4409 and I paid an upfront deposit of $1348. He told me to expect it to stay close to that range as we were very thorough and they were "not like the other companies" that would hit me with an unexpected higher amount after getting there. I did a review again prior to the move with **** who told me the changes we made would increase the cost to $4700. I was also told to expect a call to arrange pickup for 7/6-7/8. After the movers had my belongings on the truck on Friday 7/7, they came back inside and told me it was going to be $3,000 more than anticipated giving me a bill for $7695.50 and that I had to pay right then in person with either cash or a money order for the pickup fee of ******* before they could arrange for delivery. None of this was told to me in advance of this happening. I explained I was unable to do so but would pay by credit card or via Zelle and was referred to call their main line and do so over the telephone with no explanation that it would be further delayed as long as I did so. I tried calling twice that day, Friday and left messages. And then 3 times again Saturday 7/8 leaving messages for both delivery and customer service before reaching ****** who gave me the zelle information and told me she would speak with the movers and get the delivery arranged for that day or more likely Sunday 7/9 and would call me back that day to let me know when to expect them. I have been calling repeatedly to them with no response multiple times a day leaving messages and the only response I have received is from the original salesperson **** who refers me back to the customer service **** as they have my file. It is now Tuesday and it was supposed to be a same day delivery Friday at a much inflated cost.

  Business Response

  Date: 07/19/2023

  To whom it may concern,

  On 6/21, I signed an agreement after speaking with **** at United Regions Van Lines who did a complete listing of the belongings I would be moving and confirmed with the shorter distance it would be a same day delivery. He gave me an estimated price of $4409 and I paid an upfront deposit of $1348. He told me to expect it to stay close to that range as we were very thorough and they were "not like the other companies" that would hit me with an unexpected higher amount after getting there.
  That is correct.

  I did a review again prior to the move with **** who told me the changes we made would increase the cost to $4700. I was also told to expect a call to arrange pickup for 7/6-7/8.
  Correct. Customer added items to the inventory and the estimated price went up to $4772.00

  After the movers had my belongings on the truck on Friday 7/7, they came back inside and told me it was going to be $3,000 more than anticipated giving me a bill for $7695.50 and that I had to pay right then in person with either cash or a money order for the pickup fee of ******* before they could arrange for delivery. None of this was told to me in advance of this happening. I explained I was unable to do so but would pay by credit card or via Zelle and was referred to call their main line and do so over the telephone with no explanation that it would be further delayed as long as I did so.
  Not correct. Estimated price of $8750 was presented to the customer PRIOR to the move and was approved by the customer by signature. Final charge was $7695 due to increased number of items added after the estimate from the office was given.
  Customer was advised not only by pickup crew, but also by **** days prior, that if customer would like to have direct delivery, pickup and delivery payments should be in cash or postal money orders. Customer had check on the pickup. Thats why she was told to contact the office. Because of that customer did not have same day delivery.

  I tried calling twice that day, Friday and left messages. And then 3 times again Saturday 7/8 leaving messages for both delivery and customer service before reaching ****** who gave me the zelle information and told me she would speak with the movers and get the delivery arranged for that day or more likely Sunday 7/9 and would call me back that day to let me know when to expect them. I have been calling repeatedly to them with no response multiple times a day leaving messages and the only response I have received is from the original salesperson **** who refers me back to the customer service **** as they have my file. It is now Tuesday and it was supposed to be a same day delivery Friday at a much inflated cost.
  To keep the story short, customer was advised what she needs to do in order to get the furniture delivered next day. Unfortunately she fail to do so. 

   

  Sincerely,

  United Regions Van Lines.

• Initial Complaint

  Date:06/27/2023

  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 hired United Regions Van Lines for a long distance move (price of $4,400). They delived my property on May 23, 2023 and the the same day I realized a travel bag with ~$4,000 worth of ski equipment was MISSING. I informed **************** immediately and have been checking in on a weekly cadence to see if they were able to locate my missing travel bag. Each time I contacted **************** they told me they had no update and NO EFFORT had been made to look for the missing bag. After a FULL MONTH of no updates from the business, I resorted to filing a claim with my insurance company to get reimbursed for the STOLEN items. To do this, the insurance company asked me to file a POLICE REPORT claiming THEFT against United Regions Van Lines. Victim information notice is attached in this complaint along with photo of the missing travel bag. Please return my travel bag/ski equipment ASAP.

  Business Response

  Date: 06/30/2023

  Thank you for bringing the missing bag to our attention. We understand your concern and apologize for any inconvenience caused. After thoroughly investigating the matter, we would like to provide you with an update.

  
  As per our records and the information you provided, the bag was not packed by our team but was included among the boxes packed by you, the customer. Our responsibility extends to the transportation and delivery of the items you entrusted to us, and we have no knowledge of the bag's existence as it was not part of our inventory.

  
  Nevertheless, we take this matter seriously and have made extensive efforts to locate the bag. We have made numerous calls and conducted thorough searches in an attempt to recover it. Unfortunately, despite our best efforts, we have been unable to find any trace of the bag.

  
  We truly regret any disappointment or frustration this situation may have caused. We understand the value of your belongings and the importance of a seamless moving experience. Although we cannot confirm or deny the existence of the bag since we have never seen it, we assure you that we have taken all necessary steps to address the matter.

  
  If you have any further information or questions regarding the missing bag, please do not hesitate to contact us. We are committed to assisting you in any way we can.
  Once again, we apologize for any inconvenience this situation has caused and appreciate your understanding.

  Sincerely,

  United Regions Van Lines

  Customer Answer

  Date: 07/06/2023

  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.
  
  [Hi,

  Attached is the Household Goods Inventory list filled out by the movers in ********************** circled in red the "travel bag" item. This should confirm that a travel bag was in fact picked up by your team.  I also attached the text conversation I had with the drop off movers regarding the bag as well as my email sent May 24, 2023 to ***** in **************** regarding the missing bag.  

  The drop off movers indicated that the travel bag was likely left in the warehouse.  Could you please check with the warehouse team?

  Thanks,

  Max]

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

  Business Response

  Date: 07/13/2023

  
  
  Thank you for reaching out and providing the supporting documents regarding your missing travel bag. We appreciate your patience as we work to resolve this issue.
  
  We have now confirmed from the Household Goods Inventory list that a travel bag was indeed picked up by our team in *************.
  
  As per your request, we reached out to our warehouse team right away to check whether the bag was left there. Please understand that this process might take a bit of time as we need to carefully search through our inventory. I will get back to you as soon as we have an update.
  
  In the meantime, we would like to sincerely apologize for any inconvenience this has caused. We understand how important your belongings are, and we want to assure you that we are taking this matter seriously.
  
  Please feel free to reach out if you have any further questions or if there's anything else we can assist you with during this process. 
  
  Sincerely,

  United Regions Van Lines

  Customer Answer

  Date: 07/17/2023

  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.
  
  [Hi,

  Thank you for looking into this.  Please let me know if you need my personal email or cell phone for further communication.

  Best,

  Max]

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

  Business Response

  Date: 07/20/2023

  We were unable to locate the missing travel bag, despite a thorough investigation.
  We take note that this customer has an insurance policy for his belongings.
  The next appropriate step would be for the client to file a claim through their insurance policy.
  The customer is encouraged to reach out to our customer support team to assist with this process.

  Customer Answer

  Date: 07/21/2023

  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.
  
  [That's unfortunate to hear.  That travel bag contained ~$4K worth of ski gear.  Luckily I have renter's insurace.  Will be sure to avoid doing business with this company in the future.]
  
  Regards,
  
  *****************************

  Business Response

  Date: 07/21/2023

  I understand your disappointment and it's unfortunate that your belongings were affected.
  It's true, we are all human and despite our best efforts to ensure a seamless service, sometimes unforeseen issues can occur. 
  
  We do provide an insurance option to safeguard our customers against such situations.
  It doesn't erase what happened, but it's part of our commitment to acknowledging and managing the unforeseen effectively.
  
  We value you as our customer, and your feedback helps us improve our services. 

  Customer Answer

  Date: 07/24/2023

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:06/15/2023

  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 was given an estimate of $7170.62 to pack and move my 2 bedroom Apt. ***** the salesman said he was estimating high so it likely wouldnt be that much and they would adjust it. 90% of all drawers were empty, no bedding, no clothing, no groceries or cleaning supplies, 1 piece framed art, all floral items removed. I supplied the boxes and packing paper. Three people reviewed with me exactly what I had to move so no surprises. I offered to upload a video showing exactly what was there. He said they didnt need it that their calculations are based on military moves so accurate. Upon arrival the driver immediately told me it would be almost a thousand more than the estimate. At the end the driver told me he got me a discount so only charged me an additional $2010 for a total of $9182.72!!!!!! He said this happens all of the time because the sales people just want to make a sale so they purposely tell people its less. Then the customers get charged insane rates when theyre there packing with no other options. This is highly unethical! Further, they require cash, Postal money order, or wire transfer. Now I know why. Shady dealings. They put tall things at the back of the truck so you cant see how its packed then snap a pic and say its full. This is run as a scam to bilk people out of thousands of dollars.

  Business Response

  Date: 06/22/2023

  To whom it may concern,

  I was given an estimate of $7170.62 to pack and move my 2 bedroom Apt. ***** the salesman said he was estimating high so it likely wouldnt be that much and they would adjust it.90% of all drawers were empty, no bedding, no clothing, no groceries or cleaning supplies, 1 piece framed art, all floral items removed. I supplied the boxes and packing paper. Three people reviewed with me exactly what I had to move so no surprises. I offered to upload a video showing exactly what was there. He said they didnt need it that their calculations are based on military moves so accurate. Upon arrival the driver immediately told me it would be almost a thousand more than the estimate. At the end the driver told me he got me a discount so only charged me an additional $2010 for a total of $9182.72!!!!!!
  Lets start from the beginning. The original estimate was given to transport 92 items. Actual inventory lists from the movie have 131 items. More items more money, isnt that obvious?

  
  He said this happens all of the time because the sales people just want to make a sale so they purposely tell people its less. Then the customers get charged insane rates when theyre there packing with no other options. This is highly unethical!
  This statement is absurd. All the rates were disclosed to the customer prior to signing the original estimate.

  
  Further, they require cash,Postal money order, or wire transfer. Now I know why. Shady dealings.
  Not an accurate statement. We accept all forms of payments.

  
  They put tall things at the back of the truck so you cant see how its packed then snap a pic and say its full. This is run as a scam to bilk people out of thousands of dollars.
  In other words, we should not load the tall things into the truck? Or how are we supposed to handle them? There is a proper way to load the truck and thats exactly what we are doing. Another absurd statement from the customer.
  
  Sincerely,
  **********************.

• Initial Complaint

  Date:06/07/2023

  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.

  We were made to pay additional after our items had been loaded on a truck and left. Timelines on delivery keep changing. It went from two weeks, to 17 days to 17 business days. We've had to call daily for three days leave messages and had no one contact us. After finally getting someone on the phone we were told they can't help us because it was too close to closing time. We have not only incurred an increase of over 33% of the original quote but now also additional living expenses due to not having our contents in the timeline first told by their company.

  Business Response

  Date: 06/22/2023

  To whom it may concern,

   

  We were made to pay additional after our items had been loaded on a truck and left.
  Not a true statement. Customer was provided with estimate PRIOR to loading and loading started only AFTER estimate was approved by the customer.

  
  ************************** on delivery keep changing. It went from two weeks, to 17 days to 17 business days. We've had to call daily for three days leave messages and had no one contact us. After finally getting someone on the phone we were told they can't help us because it was too close to closing time. We have not only incurred an increase of over 33% of the original quote but now also additional living expenses due to not having our contents in the timeline first told by their company.
  Our ESTIMATED delivery time always was and still is **** business days. Customer was advised of it from the very beginning and we have customers initials next to it.
  
  Sincerely,
  United Regions Van Lines
  

• Initial Complaint

  Date:05/13/2023

  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.

  RE: Contract # ** ******* I paid almost $6000 to pay for my items to be moved from ********** to ************. Total value of my items estimated to be $25000. The full replacement value was stated to be $8409.08. The mover packed my huge LCD, HD TV in ********** and by the time it was unpacked in ************, it was damaged/broken and unable to be used. I was told not a problem to get reimbursed. I did the process per the instruction of the moving company (United ********************************** through a third party the movers used called Moving Claims (only done on-line with no one to talk to)and just got the final amount that I am being reimbursed for a damaged TV worth almost $2000. It was $77. Again, this is a expensive TV worth anywhere from $1500 to $2000. The moving was interstate. The moving company picked up my items on January 28, 2023 and delivered to ** residence on February 13, 2023.The moving company is United Regions Van Lines; DOT # ******* Third party handling the claim: Moving Claims; they have an email they NEVER respond to **************************

  Business Response

  Date: 05/15/2023

  To whom it may concern,

  We are sorry to hear about the damage to the television during the move. We understand how frustrating it can be to have items damaged during the transition to a new home. We would like to inform you that the amount offered for the damaged TV, $77, is based on the free coverage option the customer chose on the day of the move ($0.60 per pound per article). Our third-party claims service, Moving Claims, handles all damage claims and determines the reimbursement amount based on the coverage on file.

  Coverage of up to $25,000 was offered to the customer, but the price for it was $3000 additional, which would make estimated price $8409.08. Customer declined and chose free of charge option.

  Sincerely,

  United Regions Van Lines.

   

  Customer Answer

  Date: 05/15/2023

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:04/24/2023

  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.

  My neighbor used this moving company, and on the day of the move the driver tore down a power wire with their truck. Ive called the company multiple times and they are rude and not helpful. Everything was recorded on my surveillance camera.

  Business Response

  Date: 05/16/2023

  To whom it may concern,

  We appreciate you reaching out to us regarding the incident involving our moving company. We understand your concern and frustration regarding the damage caused to the power wire during the move. However, based on the information you provided, we are unable to confirm or deny the specific incident as we do not have access to any evidence at this time.
  
  In such cases, we recommend following an alternative route to resolve the issue. We suggest contacting your local authorities or utility company to report the damage and provide them with the surveillance footage you mentioned. They are better equipped to investigate and address any damages caused to public infrastructure.
  
  Please understand that we take customer concerns seriously, and we regret any inconvenience caused. If you have any further questions or need assistance with a different matter, we are here to help.

   

  Sincerely,

  United Regions Van Lines

• Initial Complaint

  Date:03/13/2023

  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.

  The United Regions Van Lines sales rep looked at photos of everything I wanted to ship, all of which fit into ********************************* West *******, and gave a binding moving estimate for $6362.50 for shipping the contents of my storage space to ***********. Now, United Regional is saying my shipping amounts to **** cubic feet and is charging me $12,250. The United Regional movers arrived at Life Storage one hour 40 minutes late on March 8. My neighbor, who was going to be present for the move, was already late for his work when they arrived. They gave him papers to sign that he didnt have time to read, let alone to understand. In any case, he had to sign them before the movers could even start taking items from my storage space.The staff at Life Storage who could see the United Regions movers work, told me that the United Regions movers packed in a very different way. They re-wrapped items that were already wrapped. They used enormous quantities of wardrobe boxes and bubble wrap. They said they knew some kind of scam was happening. As a result of their packing, my items physically occupied **** cubic feet, 73% more space than they had previously taken.******, the United Regions quality control person, first explained that my storage space which was divided into two storage units was actually much larger than I thought. When I told her the units were each 5 x 10 x 10, one of which was full and one half full, she first claimed my math was wrong. Then she said that the United Regions movers had to professionally wrap and protect my items, and that wrapped my items now took **** cubic feet. Three smaller points: United Regions is billing for $500 in packing material. The $562.50 fuel surcharge binding estimate is now $975. United Regions said they sent an 18-******* that could not be driven next to my unit and then charged $150 for it. In fact, the storage staff said they sent a U-Haul truck.United Regions Order MW6192766

  Business Response

  Date: 03/29/2023

  United Regions Van Lines arrived an hour and 40 minutes late for packing of home across country and price has doubled since the original binding estimate given.
  We sincerely apologize for being late. It's important to note that unforeseen circumstances such as traffic, weather conditions, or unforeseen delays on previous moves can sometimes cause delays in arrival time. Although we strive to be on time for every move, occasionally circumstances outside of our control can cause delays.

  After United Regions Van Lines' sales person looked at photos of everything I wanted to ship, all of which fit into ************************************************** West *******, he gave a binding moving estimate for $6362.50 for shipping the contents of my storage space from *******, **********, to ************, ***********.  
  Additionally, the estimate provided was based on the information that was available to us at the time of the assessment. However, upon arrival at the storage unit, our team discovered that the actual volume of items to be shipped was significantly larger than originally estimated. This was the reason for the increase in cost from the initial estimate. We understand that this can be frustrating for customers, but we strive to provide accurate estimates based on the information available to us at the time.
  Now, United Regions Van Lines is saying my shipping actually amounted to 320 cubic feet and that I will be charged $12,250.
  The United Regions Van Lines movers arrived at my storage facility one hour and 40 minutes late. My former neighbor, who was going to be present for the move, and who has been told by ******, the United Regions sale rep that it would be Ok if he would just sign everything and leave, was already very late for his work. He signed the documents before the movers even started removing items from my storage space.
  It's understandable that the neighbor was in a rush and had to leave early, but it's important to note that he represented **************** and signed the documents indicating his agreement to the terms and conditions of the move. The information regarding the overage and the reason for the increase was clearly outlined in those documents. As such, United Regions Van Lines cannot be held responsible for any miscommunication or misunderstanding that *** have occurred between Mr. ******* neighbor and him.
  

  The staff at the West ******* Life Storage periodically watched the United Regions Van Lines movers as they worked. Later, they told me that the United Regions movers were packed in a way completely different from any of the other movers they have seen pack. They packed and wrapped items that were already wrapped and packed. They used an enormous quantity of wardrobe boxes and bubble wrap.
  We prioritize the safety and security of our customers' items during transport. We use appropriate packing materials and techniques to ensure that items are protected during the move. We apologize if this process seemed excessive or unnecessary, but it is standard practice in the moving industry to take precautions to prevent damage to items during transport.
  

  When they were done packing, they said that my items physically occupied **** square feet, 73% more space than they had previously taken.
  When I called *****, the United Regions 'quality control person,' she first told me my storage space -which was divided into two storage units - was actually much larger than I thought. When I told her the units were each 5' x 1 O' x 1 O,' one of which was full and one half full, she first claimed that proved her case. When I asked her to do the math, she said that when they had 'professionally' wrapped and protected my items, their total volume had expanded to **** square feet.
  We apologize for the confusion. As United Regions, we understand that **************** is dissatisfied with the final cost of his move, which was based on the amount of space his items took up in our truck. We stand by our measurements and believe that the increase in volume was due to the additional packaging necessary to protect his items during transport. Our crew was trained to pack items in a way that ensures they arrive at their destination in the same condition they were in before the move. We regret that ******************** representative did not communicate the details of the move to him accurately. We will be happy to discuss the matter further and explore possible solutions.
  

  Three smaller points: United Regions Van Lines is billing for $500 in packing material. Their "binding moving estimate," quoted a $562.50 fuel surcharge. Now they are charging $975. *******, their sales representative, said that they would send a smaller moving van to pick up my things so it could be parked immediately adjacent to my unit at Life Storage in West *******. In fact, United Regions Van Lines sent an 18-******* that could not be driven into the parking area next to my unit and then charged me an additional $225 for "elevator and carry."
  Correct, packing charges are $490.
  Fuel surcharge is 10% of the line haul, obviously if the volume changes, the charge changes as well.
  The $225 charge has nothing to do with the size of the truck.
  

  Finally they told me they would not deliver my items unless I paid their new price.
  We understand that unexpected expenses can be difficult to manage, but as per the contract signed by **************** and his representative, 60% of the remaining balance was due on the day of pick up. Delay in the payment delaying the delivery. However, we apologize for any miscommunication or inconvenience caused during this process and will do our best to ensure better communication and understanding in the future.
  
  Sincerely,

  United Regions Van Lines

• Initial Complaint

  Date:02/01/2023

  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.

  Three issues: 1. We contracted United Regions Van Lines to make a move. I made a $500 deposit. The move was scheduled for December 26, 2022. Because of family health issues we had to postpone our move. We contacted United Regions Van lines as soon as possible after the holiday and at their suggestion the move was put on hold. Due to other circumstances we needed to cancel the whole move on February 1, 2023. I requested my deposit back. I was told my deposit could not be returned because I had put the move on hold. This was never explained to us. 2. The contact I had (*****************************) could not be reached by phone or email after December 26th. 3. United Regions Van Lines insisted on **** money orders to pay for the move. This is a very unusual practice and we were warned by business owners and bank employees that this was a possible scam.

  Business Response

  Date: 02/15/2023

  1 We contracted United Regions Van Lines to make a move. I made a $500 deposit. The move was scheduled for December 26, 2022. Because of family health issues we had to postpone our move. We contacted United Regions Van lines as soon as possible after the holiday and at their suggestion the move was put on hold. Due to other circumstances we needed to cancel the whole move on February 1, 2023. I requested my deposit back. I was told my deposit could not be returned because I had put the move on hold. This was never explained to us.
  With all due respect, our contract clearly says: DEPOSITS ARE NOT REFUNDABLE IF CANCELLATION OR PICK-UP DATE RESCHEDULE IS MADE LESS THAN SEVEN BUSINESS DAYS PRIOR TO THE FIRST SCHEDULED PICKUP DATE.
  
  2 The contact I had (*****************************) could not be reached by phone or email after December 26th.
  Our office was running as usual, but ******* was out of the office for the Winter Holidays.

  
  3 United Regions Van Lines insisted on **** money orders to pay for the move. This is a very unusual practice and we were warned by business owners and bank employees that this was a possible scam.
  Not correct. Our forms of payment are: check, bank transfers, wire, Zelle, Money Orders and Credit card. It may change with the stage of the move, but we do accept pretty much all forms of payment.
  
  Sincerely,
  
  United Regions Van Lines.