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:01/03/2023

  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.

  Hired them to move our belongings. They quoted us 18k based on video walk thu with them. ****** called back and said it was actually going to be 46k. We were in disbelief so they reviewed the numbers and we begrudgingly agreed to 28k as we were now out of time. The night before the movers arrived, **** called and said the misquoted the boxes and it would be another $300. They showed up a day early and we paid them approx 5k to pack for us. They wrapped up candy wrappers and socks in sheets of wrapping paper but threw glass items in box unwrapped. They threw a miter and circular saw into a box on top of each other and then another heavy item on top of the saws. The expensive **** drove boxes we paid for to hang our clothes...the clothes were thrown in and not hung up. They took dirty dishes from the sick that we were told them we were washing and wrapped them with food in them. They packed our dump pile that we specifically set aside and told them NOT to pack....we are charged on square footage not weight. So here is a whole lot of stuff that we specifically said not to pack that was packed and loaded. I could go on and on with the negligence in how they handled our property. They said that whoever picks it up and drops it off will be the same person and one of their employees. The people that unpacked at our new home were found on *********** The packers from where we moved from was blatantly staring at my teenage daughters behind and ****** her everything she walked by. Who are these people. They finally had packed half out house...we had to be out the next day...and said if we wanted everything to go it would cost $42k. They are now holding us a d half our household hostage. They were to deliver Dec *****as of today, 1/3, we still don't have all our stuff. When we call they yell at us, disrespect us, talk over us and repeatedly lie to us. This is a total joke. They refuse to speak to us, we need help

  Business Response

  Date: 01/17/2023

  We are not sure what the customer is talking about. Customer was there to supervise our packing and loading process and we did whatever they told us to do.
  The estimate was given the first moving day prior to the loading and the customer agreed and signed it. The increase was due to the additional items customer added at the pickup.
  2/3 of the shipment was delivered December 20th, due to the fact that was as much as a semitrailer can take. The rest of the shipment was delivered right after the New Years.

   

  Sincerely,

  United Regions Van Lines

  Customer Answer

  Date: 01/19/2023

  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:12/21/2022

  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.

  11/03/2022 **** called me from the company advising me that I had booked with a third-party broker for my move from ********** to ***********. I was given a quote by **** based on how much furniture I have and how many boxes I would have. He advised me it would be cheaper to have them box my stuff so that I didn't have to go out and get boxes for pictures and TV's etc. I lost ***** dollars for cancelling my booking with the previous company after **** explained to me what would happen if I went with a broker. He stated "I would be missing things, things would be damaged, they would increase my price once they picked up my goods and additional charges that they were not being transparent with. With that being said I booked with United ********************************* after being sold on their false sales gimmick. Everything that **** stated that the third-party company I had booked with would happen is everything that United ********************************* has done to me. **** states that she went over my inventory with me multiple times and it was still at 745c/f at pick up it went up to 900c/f with no pictures to justify the up charge of $2,578. I asked for pictures she stated that they don't have to provide me with the pictures. There was also a discrepancy with the stair charge of $150 when it was only $75. She also did not advise me that chemicals such as laundry detergent and household cleaners would not be packaged. They didn't pack any of those items including other items that were not chemicals that were not packed. **** also stated that the semi-truck would be able to go up my street and now the driver that is supposed to bring my delivery states it will have to be transferred to a smaller truck since the 18-******* can't make it up the street again without trying. I have waited for so long for my stuff and still have not received my stuff and don't even know when I will receive it as the company is not transparent. I don't understand how they have an A- rating when they are frauds.

  Business Response

  Date: 12/28/2022

  
  11/03/2022 **** called me from the company advising me that I had booked with a third-party broker for my move from ********** to ***********. I was given a quote by **** based on how much furniture I have and how many boxes I would have. He advised me it would be cheaper to have them box my stuff so that I didn't have to go out and get boxes for pictures and TV's etc. I lost ***** dollars for cancelling my booking with the previous company after **** explained to me what would happen if I went with a broker. He stated "I would be missing things, things would be damaged, they would increase my price once they picked up my goods and additional charges that they were not being transparent with. With that being said I booked with United ********************************* after being sold on their false sales gimmick. Everything that **** stated that the third-party company I had booked with would happen is everything that United ********************************* has done to me. **** states that she went over my inventory with me multiple times and it was still at 745c/f at pick up it went up to 900c/f with no pictures to justify the up charge of $2,578. I asked for pictures she stated that they don't have to provide me with the pictures.
  Original quote was given for 88 items to be transported. Actual inventory from the pickup consists of 99 items. 11 additional items, that lead to an increase.
  Increases of $978.75 and $304.50 were recorded, which came to $1283.25. What $2578 customer is talking about we dont know.

  
  There was also a discrepancy with the stair charge of $150 when it was only $75.
  Wasnt it adjusted? It was, so where is the issue?

  
  She also did not advise me that chemicals such as laundry detergent and household cleaners would not be packaged. They didn't pack any of those items including other items that were not chemicals that were not packed. **** also stated that the semi-truck would be able to go up my street and now the driver that is supposed to bring my delivery states it will have to be transferred to a smaller truck since the 18-******* can't make it up the street again without trying.
  **** has been doing it for over a decade and she always informs the customers about liquids, medicine and shuttles. This customer was not an exception in that regard.
  
  I have waited for so long for my stuff and still have not received my stuff and don't even know when I will receive it as the company is not transparent. I don't understand how they have an A- rating when they are frauds.
  We apologize that the customer feels that way, but would like to inform that shipment was delivered within our contractual timeframe and according to DOT and FMCSA guidelines.
  Sincerely,
  United Regions Van Lines
  

  
  

  Customer Answer

  Date: 12/28/2022

  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 review the attached documents that are in black in white with the price increase. **** knows what Im talking about. Its in the contract the additional fees. They also assed a $900 fee for delivery after **** confirmed with me that the semi trailer would be able to go in and out of the street with no problem. This is not a me issue. This is a very well known issue with the company. I dont understand how the BBB allows this to continue and give them an A- rating. This is a disgrace to any consumer looking for fair trade company transparency. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:12/16/2022

  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.

  We contracted United Regions Van Lines for a move from ******** to ********** and pickup of our household items on July 6, 2022. They were late picking up. We were also told they only used in house trained people to load our items. They used contractors and an Enterprise truck. We were told our household items would stay in a ****** warehouse until we supplied them with an address. When we bought a home and were ready to tell them an address, it took 4 days to finally get hold of ANYONE in the company to talk to. When they delivered a week later than expected, we found most of our boxes (80%) were badly crushed and beaten up. We had also used plastic bins, which were also bent, crushed or punctured. This resulted in many broken items, including many pieces of my grandmothers *****. Also, after a few months, I have realized that at least 2-3 boxes that included wall art that was worth hundreds of dollars and personal pictures were never received. We also found out that our household items had been moved to 2 different storage areas on the east coast before we ever got them. This company is the worst - after they get you to sign a contract - theyre ghosts. And you are at their mercy.

  Business Response

  Date: 12/23/2022

  To whom it may concern,

  
  Please see our response to the customers complaint.
  We contracted United Regions Van Lines for a move from ******** to ********** and pickup of our household items on July 6, 2022. They were late picking up.
  Not correct. The pickup window was from July 4th to July 6th. The pickup was performed on July 5th. How we could be late we dont know.
  
  We were also told they only used in house trained people to load our items. They used contractors and an Enterprise truck.
  We just wondering how did the customer determined that they were contractors?

  
  We were told our household items would stay in a ****** warehouse until we supplied them with an address.
  Customer was told that usually items stored and the state of origin, but its not a guarantee. We dont really understand what difference it makes for the customer where we store the items.

  
  When we bought a home and were ready to tell them an address, it took 4 days to finally get hold of ANYONE in the company to talk to.
  We are in the office every day. Customer was not calling our 800 number but was calling direct to the salesperson. He was sick and out of the office. Its not hard to find us on internet and get a hold of us.
  
  When they delivered a week later than expected, we found most of our boxes (80%) were badly crushed and beaten up. We had also used plastic bins, which were also bent, crushed or punctured. This resulted in many broken items, including many pieces of my grandmothers *****.
  All the boxes and totes were packed by the customer. Unfortunately, they were badly packed and that was the reason why they crashed.

  
  Also, after a few months, I have realized that at least 2-3 boxes that included wall art that was worth hundreds of dollars and personal pictures were never received.
  Customer should contact our office and get a claim form.
  
  Sincerely,
  United Regions Van Lines
  

• Initial Complaint

  Date:11/17/2022

  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.

  Terrible company.Not even a real moving company, they don't have their own trucks and use a 3rd party for claims.0-17 day window to get a DELIVERY of YOUR stuff. I called, and didn't get a "delivery" window for over 3 weeks.They told me Saturday delivery, then called on Friday and said they'd be here at 6pm.....then called at 8pm and said they'd be here at 10pm! I live in an apartment building, and a true "professional" moving company would know there are only certain hours during which you can conduct moving in at. After multiple emotional phone calls, where they threatened to not deliver my things at all and told me I would have to make ANOTHER appointment, they reluctantly agreed to Saturday morning first thing. Proceeded to try and deliver items off the truck THAT WERE NOT MINE. And ultimately after they left I realized that not all MY STUFF was delivered. I called, I texted, I emailed, SAME DAY no response. And now I sit here being told by their 3rd party claim company that none of my claims are valid and they cannot do anything for the loss of my items because I signed a document. And, the items that are missing are of course, Kitchen Aid, Cuisinart, and artwork, some of which is irreplaceable. I do not think that these items missing are a coincidence either.

  Business Response

  Date: 12/16/2022

  Terrible company.
  We are sorry that customer feels that way.

  
  Not even a real moving company, they don't have their own trucks and use a 3rd party for claims.
  We never knew that using outsourcing is an indication of fake company. If thats true Apple and ******** are not a real company.

  
  0-17 day window to get a DELIVERY of YOUR stuff.
  Correct. And that is an ESTIMATED delivery window.

  
  I called, and didn't get a "delivery" window for over 3 weeks. They told me Saturday delivery,then called on Friday and said they'd be here at 6pm.....then called at 8pm and said they'd be here at 10pm! I live in an apartment building, and a true "professional" moving company would know there are only certain hours during which you can conduct moving in at. After multiple emotional phone calls, where they threatened to not deliver my things at all and told me I would have to make ANOTHER appointment, they reluctantly agreed to Saturday morning first thing.
  We do not understand what the customer is complaining about. She could not accept the delivery on Friday, we delivered on Saturday.

  
  Proceeded to try and deliver items off the truck THAT WERE NOT MINE. And ultimately after they left I realized that not all MY STUFF was delivered. I called, I texted, I emailed,SAME DAY no response. And now I sit here being told by their 3rd party claim company that none of my claims are valid and they cannot do anything for the loss of my items because I signed a document. And, the items that are missing are of course, Kitchen Aid, Cuisinart, and artwork, some of which is irreplaceable. I do not think that these items missing are a coincidence either.
  We sympathize with the customer, but that is the exact reason why we using third party claims service not to be bias, even though this is an indication of a fake company according to the customer.

   

  Sincerely,

  United Regions Van Lines

• Initial Complaint

  Date:11/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted United Regions Van Lines to move my stuff from Extra Space Storage at *************************************** (storage unit #****) to our home at ***********************************************. Everything was in boxes except for a few light loose pieces that were too long to fit in standard boxes. I told them how many large boxes, medium boxes, and small boxes as defined by ****** or ********** and loose pieces were in there and an approximate average weights of each, none of them heavy enough to be any problem. This was in no way like moving from a house where it is extremely difficult to estimate accurately the difficulty of the job. I forgot what estimated price they quoted me originally but I do remember approximately. It was about $3,500. I said that was too much. So they reduced it to $2,680. I agreed to that. They did not tell me that the final price would be based on cubic feet and assumed that as long as my count was accurate there should be no reason to change the price. Not only didn't they tell me it would be based on cubic feet but they put the loose pieces in their own boxes as tall as I am obviously jacking up the cubic feet as much as possible. When they finished loading everything in their truck (11/6/2022) then I get hit with their surprise. They said I would owe them over $4,800. After arguing they called the manager and he was willing to reduce it by $900. That still was a 50% increase over what I expected to pay.In order to get them to come with the truck I paid a $1,150 deposit. I was supposed to give them another money order at that point for $918 with a final money order of $612 when I received it in *******. Obviously, with this new situation the money order I had was wrong. So I kept the money order. Now I am in this situation. If I refuse to pay, I lose $1150 and they will put up my stuff for auction. This is classic bait and switch and I feel this is extortion. There is more but this is the main complaint.

  Customer Answer

  Date: 11/18/2022

  I would just like to check on the status of my complaint.  I called you but you suggested it was better to e-mail you.  Also since while I am at it I would like to add a little to what I said before.  The main thrust of my complaint was there, but I had to leave some of it out because I reached the maximum number of characters that w as permitted.in your submission form.  Before they pulled this bait and switch stunt on me, I was already frustrated twice by their incompetence.  

  
  

  They were supposed to meet me at the storage facility on Saturday, November 5th between 9 AM and 10 AM.  They didn't show up.  About 10:20 AM I drove home and called them to findter out what happened with them.  They told me that their truck was being serviced.  They don't even bother to call me nor apologize.  Instead they remind me that the window was Saturday and Sunday.
  

  They are so stupid to use that as an excuse after they narrowed it down the day before to between 9 AM and 10 AM on Saturday,  It was rescheduled to Sunday the next day between 8 AM and 9 AM.  So that forced us to delay our trip to ******* another day and my sister-in-law who was going with us to sleep over.  While I was on the phone with them, I c

  Customer Answer

  Date: 12/01/2022

  I am writing you again to check on the status of our complaint,   I guess as long as they don't auction our stuff we have time.  I assume you have advised them not to do that until this is resolved.  However, we are returning north this April,.  So we need to receive our things before then.   The nature of the job was very precisely described.   Therefore, there is no reason they couldn't honor their original estimate.   But they don't care and now want to squeeze us for a lot more.  If that isn't bait and switch I don't know what is,.

  
  

  I can't trust movers any longer and have concluded that throwing or giving away almost all our stuff makes more sense than trying to move the rest of our things.    This was only a small portion of what we wanted to move.  The rest will be handled when we sell our home.

  
  

                                                                                 Sincerely,

  
  

                                                                                 ***********************

• Initial Complaint

  Date:10/14/2022

  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.

  A binding contract was signed with United regions Van lines in July, 2022 (which included pick up of three 5x7 off site storage units) for a move between ****** ****** and *********** *********. A three day window of September 7th - 9th was provided and it was indicated that delivery would likely occur in 17 days, although they were quite adamant in securing the date of availability to accept delivery. September 13 was given as the date of delivery availability. Pick up occurred on September 9 and travel plans proceeded for September 10, as well as permanent housing arrangements in *********.From expected date of delivery on day 17, until today (Oct 13) I have made 23 calls of follow up with United Regions. While largely courteous, the delivery office staff seems only marginally aware of schedule or location of items and instead provides a litany of excuses. Firstly I was advised that a delay involved waiting upon a truck and a driver and that the shipment had been taken from the truck and placed in a warehouse hub in ******. Following that I was advised multiple times that the shipment was on the schedule with no other advisement. Following further delay, I was next advised that the goods were being loaded onto a truck. I was advised that delivery would occur on either October 10 or 11th and that the driver would provide a 24 hour notice.Upon verifying delivery for October 11, I was advised that there had been truck trouble, with further unloading of goods, and when I inquired as to a new anticipated delivery expectation I was advised with no degree of certainty that it would probably be next week mid week sometime ??? This experience has been an exercise in complete futility.I am a disabled senior, sitting in an empty room with absolutely no idea of where or when my shipment is or when to expect delivery. This has been a completely discreditable experience, and is now nothing short of elder abuse.

  Business Response

  Date: 11/01/2022

  To whom it may concern,

   

  We do admit that we had certain issues with that particular shipment but we would like to inform that it was already delivered.

   

  Sincerely,

  United Regions Van Lines.

  Customer Answer

  Date: 11/07/2022

  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.
  
  In response to your letter of November 1, 2022, the following response will address the Message from Business:
  
  These household goods were delivered following complaint to BBB. Nearly all furniture had damage, boxes were rifled through, and one box held their trash. This was an abysmal experience.
  
  Perpetua caritas et pax ~
  
  
  Regards,
  
  *******************

  Business Response

  Date: 11/17/2022

  We apologize that customer feels that way.

  Please contact our customer service in regards to damages and filing a claim.

   

  Sincerely,

  United Regions Van Lines.

• Initial Complaint

  Date:10/05/2022

  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.

  Moving Damage to personal property and damages They refuse to pay for damages for appliances, packing items Refrigerator broke the water line, scratches refrigerator took off the finish Glass shelves are missing no ice maker Furnitures has deep scratches 2 bedroom sets consist of queen **** a chests (2) Dresser 1 night stand. Hope chests (2) one they broke in half and formal dinning room table and chairs, and China cabinet scratched TV console fireplace, scratch and backing off and torn, 2 shelves missing (refuse to pay for this)Pictures are torn 2 of grand *******s are worth 200,00 each they are professional photograph Crystal ******* frame broken, tubberware bowl vintage cost ***** replace but did not give us any money for this.Had water spots because left in the rain not covered we told the carrier ********* 65 inch smart TV and 20 inch TV and standthey broke the screen. Bookcase a hole in the bookcase needs repairing Also they scratched wooden floors planks and frame and baseboard that needs to be replaced I called United Regions Van Lines and report to ***** in ********************** she told me to take *******s of the damage I did they refuse to pay for the damages They offer me ****** for the damages which does not over for the plasma Refrigerator for glass shelves and to fix the water line for the ice maker and the doors to the refrigerator does not close shut correctly missing screws, the doors are scratched and bent.The ***************** is CSI The claim adjuster is JP, and at her is ****** at CSI, they will not address any of the issues I also paid xtra to have paid the truck to delivery the belongings 2 thousand more or they would not delivery to my home in *************************** United Regions Van Lines said they are boned and insured ****** 3749779 MC 1330679 Also, they late on picking on delivery they offer me ****** but never saw this money I hope you can help in this matter ******************* ************************

  Business Response

  Date: 10/12/2022

  To whom it may concern,

  
  We apologize for the situation, but we do NOT refuse to pay. Claim was settled according to the coverage customer choose and on file.
  
  Sincerely,
  United Regions Van Lines.

  Customer Answer

  Date: 10/12/2022

  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 refuse to pay for the floors they damage, and 65-inch TV (smart) which they cracked, so it does not work, scratched all the furniture (they did not have one scratch on the bedroom set (queen).  Bookcase has a hole. Dining room table has water damage because left in the rain without proper covering.  ****** console is scratch, and backing is damage. They gave me nothing for the items
  The refrigerator water line is broken, no ice maker since August, ruin the front of refrigerator the finish off and bent, and glass shelves are missing. The hope chest is split in in two.  So, their response is they will pay ****** does not cover these damages.  If they get repair for this amount, they can set up an appointment get the repair done, they said they are bonded and insured in the contract, but they are not living up to their end of the contract. These damages not accounting for chip bowls, tubber ware, which is vintage bowl for *****, crystal ******* frames and *******s torn in frame.  The *******s are worth ****** easy.  These are personal items damages and *******s.

  Regards,  
  
  *******************

  Business Response

  Date: 10/25/2022

  To whom it may concern,

   

  We already stated that customer's claim was settled according to the FREE of charge coverage customer chose.

  Same would apply as PIP auto insurance and Full coverage auto insurance. In our case customer had "PIP" insurance which has less coverage than other options.

   

  Sincerely,

  United Regions Van Lines

• Initial Complaint

  Date:09/26/2022

  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.

  on 6/29/22 United Regions Van Lines picked up our items from our house in ******. We were told it was 'white glove' service, they would un-assemble furniture and reassemble upon delivery. We also had them pack photos/paintings. They loaded them into picture boxes by packing 4 paintings in a box but did not protect any of the paintings causing a lot of damage . They threw lamps in large open wardrobe boxes along with end tables & even a wooden room divider, again w/no protection so everything in those open boxes were damaged. They were able to charge us for the supplies as well as more cubic ft by creating more boxes. Upon delivery, they were told in advance they needed a shuttle but none arrived the day of delivery and they initially only had 1 person to do the entire move. Took them 4 hours or so to get the shuttle and hire a **uple of guys off craigs list - which they told us initially everyone was going to be affiliated with the **mpany directly unlike it would be if we used a broker, which obviously was a lie. The 2 craigs list guys threated to leave multiple times during the *********** had to beg them & give them more money to stay. However they didnt even finish the move. They left lots of furniture taped up & wrapped in the moving blankets just randomly in the house, not where they were told to put *********** did NOT re-assemble a single thing, breach of **ntract. Multiple items were missing and even more broken. They flat out did not finish the move. I tried working w/the ** from 7/19-8/27 with multiple daily phone calls, all initiated by me, & multiple emails to try to get this job **mpleted. I finally had to hire another ** to finish the job. United refused to refund me the money I had to pay a 3rd party because United neglected to do. They offered me $600 & acknowledged it was a bad move but I had to sign docs stating I will not give any bad reviews or file any claims. I refused the money. The move **st over $20,000 but orig est was less than $12k

  Business Response

  Date: 10/05/2022

  To whom it may concern,

  We have to admit, had some labor issues on this particular job and we sincerely apologize for that.
  Customer was advised to file a claim form for damages, and as you can see from the complaint, we offered $600 to cover the work that needed to be done. Which was plenty, considering what needed to be done.
  Customer declined our offer.

  Sincerely,

  United Regions Van Lines

   

  Customer Answer

  Date: 10/05/2022

  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 problem with the offer of $600 is that I had to pay a third party $1200 to complete the job that United Regions Van Lines didn't finish.  If they did not complete 20% of the move, I should be offered 20% refund of the cost of the move, which was around $20,000.  I am not asking for even remotely that amount as a refund even though the amount of time I have had to dedicate to even attempt to resolving this issue is unfathomable.  I do however expect to be compensated for the money I had to pay another party to finish a job that the contract stated United Regions Van Lines would complete.  Along with that $600 offer you were very clear I was not allowed to file any type of complaint, write any kind of negative review or file any further claims on the move.  That posed a dilemma  for me as I feel that request was unethical.  I would like, at minimum, to be compensated for the amount I paid the third party to complete the job the moving company clearly could not.  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:09/06/2022

  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 moved from ************* to ******* and hired United Regions Vanlines to handle the move. Their website advertised the company as experts in long distant moves and sensitive to the stress of moving particularly with seniors. We are 74 and 75. We signed contract, paid a deposit, and scheduled a pick up of our belongings for August 13 and delivery of August 17 to our new home in **. We were very excited and knew we would live our last days at the new home. However, our excitement was destroyed when we were told by United Regions that our household and personal belongings would not be delivered on 17th. We were treated very rudely by dispatch and customer service. Yes, the contract did say there was no guarantee on delivery and they had 17 days to deliver. At no time during our discussion with the coordinator at United Regions was that ever mentioned as a possibility. She always indicated the 17th was the delivery date, we needed to provide a time. We drove to ** and had 2 male family members with us to help with the unpacking. We pushed ourselves to make sure we would be in ** by the 17th. We only brought a few days of clothes and other personal necessities. It has been 16 days and still no belongings and no contact from United Regions unless we call and are treated rudely with the same company rhetoric of 'contract says they have so many days'. Where is the sensitivity and care for seniors and how awful this has been for us and we have incurred the cost hotel accommodations and the constant eating out. Our 2 family members had to return home. Today we were told it would be another 2-3 more days but that's covered in the contract too. No concern for us and how awful and stressful this has been. We can't even find the name of anybody with authority at United Regions. Anyone who answers the 877 number always says they are the only person we need to talk to. Who owns/runs this company? Their website is full of misrepresentations and lies.Please help us.

  Business Response

  Date: 10/25/2022

  To whom it may concern,

  We moved from ************* to ******* and hired United Regions Vanlines to handle the move. Their website advertised the company as experts in long distant moves and sensitive to the stress of moving particularly with seniors. We are 74 and 75. We signed contract,paid a deposit, and scheduled a pick up of our belongings for August 13 and delivery of August 17 to our new home in **.
  Not entirely correct. Pickup was scheduled for August 13th, that is correct. Delivery of August 17th is NOT correct. Customer did not had Guaranteed delivery, so August 17th was a First Available Delivery date, which is NOT delivery date, but the first date customer is ready to accept the shipment. Those are two different thing.
  
  We were very excited and knew we would live our last days at the new home. However, our excitement was destroyed when we were told by United Regions that our household and personal belongings would not be delivered on 17th. We were treated very rudely by dispatch and customer service. Yes, the contract did say there was no guarantee on delivery and they had 17 days to deliver.
  We apologize if customer felt that way.
  Yes, our contract says that we guarantee delivery within 30 business days and our ESTIMATED delivery should be around 17 business days.
  Customer was informed of that on numerous occasions.
  

  At no time during our discussion with the coordinator at United Regions was that ever mentioned as a possibility. She always indicated the 17th was the delivery date, we needed to provide a time. We drove to ** and had 2 male family members with us to help with the unpacking. We pushed ourselves to make sure we would be in ** by the 17th.We only brought a few days of clothes and other personal necessities. It has been 16 days and still no belongings and no contact from United Regions unless we call and are treated rudely with the same company rhetoric of 'contract says they have so many days'. Where is the sensitivity and care for seniors and how awful this has been for us and we have incurred the cost hotel accommodations and the constant eating out. Our 2 family members had to return home. Today we were told it would be another 2-3 more days but that's covered in the contract too. No concern for us and how awful and stressful this has been. We can't even find the name of anybody with authority at United Regions. Anyone who answers the 877 number always says they are the only person we need to talk to. Who owns/runs this company? Their website is full of misrepresentations and lies.Please help us.
  Customers shipment was delivered within our ESTIMATED delivery window of 17 business days.
  
  Sincerely,
  United Regions Van Lines.
  

• Initial Complaint

  Date:08/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a binding contract with United ******************************* in June 2022 to move from ************ to ****** **. Pickup/moving date in the contract was a three-day window, 6/27/22-6/29/22. Therefore we made travel arrangements for 6/30/22 before starting a new position on 7/1/22. However, the company breached the contract and failed to pick up within the 3-day window as specified in the contract. This caused disruption of travel plan and work, including monetary loss. When communicating with company, I strongly voiced this dissatisfaction and asked for a discount to compensate our loss. This supervisor agreed to discuss and promised to call me back. Of course she never called and never picked up my call either. She also tried to blame customers for their breach of contract. This is a very dishonest company.Supporting documents: 1. the contract with the 3-day moving/pick up window (6/27/2022--6/29/2022) highlighted. 2. moving document showing the actual pick up date 6/30/22 (at the top and bottom of the document). I have paid all moving cost in full as specified by the contract, but request monetary compensation of their breach of contract and our loss of money and work time this has caused.

  Business Response

  Date: 09/07/2022

  To whom it may concern,

   

  Customer was advised of the delay and was offered 2 options: deposit refund or come to do the work day later of the window.

  Second option was chosen. Why is it a complaint now, we don't understand.

   

  Sincerely,

  United Regions Van Lines.