Important information
- Customer Complaint:Due to a conflict of interest with federal guidelines, ABF U-Pack Moving is not able to participate in arbitration. This business is classified as a motor carrier, not a household carrier, because the containers or trailers are entirely loaded and unloaded by an individual other than an employee or agent of the motor carrier. Thus, this business is not subject to all of the same US Code of Regulations as a household carrier.
Complaints
This profile includes complaints for U-Pack's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 40 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/18/2025
Type: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 timeline on the Bill of Lading and the execution of services are not congruent. Missed pickups at both the origin and delivery locations snowballed into issues for the buyers of our old home and the renovations of our new home. REMOVEDDispatch pointed the finger at U-Pack and U-Pack shirks accountability for operational failures- calls were recorded for quality assurance by the service provider that should help illuminate fault. My first e-mail to them: "My U-Pack Moving reference number is xxxxxxxxxx. Also my REMOVED systems #xxxxxxxxx. When I called in for the origin location pickup (loaded, ready to ship) I asked the rep if it would definitely be picked up by the 31st of July as we close on the home and new homeowners will move in- he assured Thursday 10 AM would be the latest, most likely Wednesday (30th) sometime. On Friday the 1st of August I received phone calls needing it removed as our approval was for a delegated window that fit within U-Pack's requirements as well. So a botched pickup days behind and REMOVED Dispatch pointed the finger at U-Pack, U-Pack pointed back. Now I have another missed pickup for the empty container that was supposed to be removed yesterday. Renovations on the home with contractors are delayed as we can't fit a dumpster rental on the blocked driveway. On the customer side we have fulfilled all contractual obligations and timelines, but U-Pack has completely dropped the ball and snowballed into other plans. There isn't any exclusion in the Bill of Lading regarding internal failures, only natural delays like weather, force majeure, etc that don't apply here, and that dispute settlement is resolved through the Arkansas Better Business Bureau with the Alternative Dispute Settlement policy defined in the ARC400 series section 3, page 23- if no agreement can be made informally (like a quick reimbursement for disservice) between the two parties. Thank you for hearing me out, I look forward to your response in how we move forward."
Business Response
Date: 08/19/2025
I want to sincerely apologize for the one-day delay on both the pickup and delivery ends of your move. We understand how important timing is during a relocation, and we're sorry for any inconvenience this may have caused.
As REMOVED mentioned, our standard compensation for a delay is typically $50 per day. However, in light of the circumstances, I’d be happy to increase that to $100 per day—bringing your total compensation to $200.
While we always do our best to meet requested pickup and delivery dates, those dates are not guaranteed due to the complex logistics involved in coordinating long-distance moves. We appreciate your understanding and patience, and we value the opportunity to have served you.
If you have any further concerns or questions, please don’t hesitate to reach out.Sincerely,
REMOVED
Initial Complaint
Date:08/12/2025
Type: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.
REMOVED– Negligence Causing $16,000+ Loss, Refusing Fair Compensation
This complaint has also been filed with the FMCSA under Complaint ID: 100304761.
REMOVED transported my household goods. Upon delivery, I discovered significant water and mold damage to my property due to a large hole in the roof of their trailer. I photographed the hole and damage and reported it immediately.
REMOVEDhas admitted responsibility for the damage but is limiting compensation to $4,000 under a $3.00/lb liability clause. This loss was caused by preventable negligence in failing to maintain watertight equipment and should not be capped. The total documented replacement value of my damaged property exceeds $16,000.
I request that REMOVEDprovide a settlement based on actual losses rather than contractual liability limits that do not apply in cases of negligence. Supporting evidence is available upon request.Customer Answer
Date: 08/12/2025
REMOVEDhas stated that this is a “U-Pack matter.” However, it is important to clarify that:
U-Pack is a service offered by REMOVED – it is not a separate carrier.
The Department of Transportation (DOT) number, Motor Carrier (MC) number, and operational authority for U-Pack all belong to REMOVED.
All equipment, including the trailer used for my move, is owned, maintained, and operated by REMOVED
The damage was caused by REMOVED equipment failure – not customer handling. REMOVEDalso accepted responsibility and said the inspection resulted in maintenance but wouldn’t provide the report.
The trailer provided by REMOVED had equipment negligence which I documented with photographs upon delivery.
This allowed water intrusion, causing over $16,000 in damages to my property. I reported the source of the leak immediately upon discovery.
Responsibility for equipment condition lies with REMOVEDas the carrier.
The contractual name “U-Pack” does not absolve REMOVEDof its legal duty to provide safe, watertight equipment for transport.
This incident reflects a failure in REMOVEDmaintenance and inspection procedures.
Given these facts, shifting responsibility between ABF and U-Pack is an unacceptable delay tactic. The accountable carrier in this matter is REMOVEDSystem, Inc., operating under the U-Pack brand.
I request that my claim be addressed without further deflection between REMOVEDand U-Pack, and that the carrier respond with a fair settlement for the damages caused by their equipment failure.
Sincerely,
REMOVED
Note: I can add more attachments and photos via email but it states they are too big to attach.Business Response
Date: 08/12/2025
Good afternoon. I'm so sorry to hear that your items were damaged. Unfortunately, our service does not include full value coverage and I'm not able to increase the amount offered. If you would like to discuss further, please reach out to our claims department direct at REMOVEDor REMOVED. Thanks, REMOVED.Customer Answer
Date: 08/15/2025
Complaint: REMOVEDI am rejecting U-Pack/REMOVEDresponse because it does not address the root cause of my damages or provide fair compensation. My items were damaged due to a hole in the roof of the trailer, which allowed water to enter and cause extensive loss. This was not normal wear-and-tear—it was preventable had REMOVEDprovided a weatherproof trailer in proper working condition.
The minimal amount offered disregards the fact that the damage was caused by negligence, not by circumstances beyond REMOVED control. I have provided photographic evidence of both the hole and the resulting damage, and I have also emailed the company directly to request a fair resolution.
Until REMOVED addresses the cause of the damage and offers reasonable compensation, I cannot accept this response.
Sincerely,
REMOVEDBusiness Response
Date: 08/19/2025
As previously stated, we do not offer full value coverage therefore we are not able to comply to your request. The amount offered is the most we are able to compensate given our limited liability coverage , also stated in your contract. You may want to check with your homeowners or renters insurance for further coverage. We do regret the trailer leaked and it will be repaired now that we are aware of the issue. Sincerely, REMOVED.Customer Answer
Date: 08/19/2025
Complaint: REMOVED
I am rejecting this response because:Limited liability applies when damages occur outside the company’s control. In this case, the damage was entirely within U-Pack/REMOVED. The water damage was caused by a hole in the trailer roof, which I documented and reported immediately with photos. This was not an unforeseeable event, but a direct result of U-Pack’s failure to provide a trailer in safe, working condition for transport.
The damage to my belongings was significant and directly caused by the company’s negligence. It is not reasonable to pass this off under “limited liability” when the issue was fully preventable and solely the responsibility of U-Pack/REMOVED.
For these reasons, I cannot accept the offer provided and expect a fair resolution beyond the limited liability coverage.
Sincerely,
REMOVEDBusiness Response
Date: 08/19/2025
Unfortunately, what you've stated is not accurate as our limited liability coverage includes water damage caused by carrier negligence. I've included the portion of your contract where you can read our full statement. When using our service, you have agreed to our coverage below and there is nothing further we can do to increase your offered amount.
4. PERSONAL EFFECTS AND
OTHER COMMODITIES LIABILITY LIMITATIONS: You are responsible for the packing,
loading and unloading of personal effects and other commodities. Therefore,
liability coverage only applies to loss or damage caused by the carrier's negligence
during transit. ArcBest assumes the liability of a freight forwarder and
subject to the provisions of 49 U.S.C. § 14706(c) (1) (A) and as further
limited herein. Except as otherwise provided in ArcBest tariff ARC 400 series,
in the event personal effects and/or other commodities are lost or damaged by
the Carrier's negligence during transit, ArcBest's, the carrier's and service
providers' liability shall be limited to $0.10 per pound per lost or damaged
item up to $2,000 per trailer (Basic Service Coverage). You acknowledge and
agree that the liability limitations agreed to herein are in consideration of
the shipment being a self-move, packed and loaded by you or your agent.
Coverage in addition to Basic Service Coverage is available and can be
purchased by contacting ArcBest prior to the trailer drop date. The Basic
Service Coverage or any additional coverage purchased is liability coverage for
carrier negligence during transit, not insurance for the value of personal
effects and other commodities. Except as otherwise provided in ArcBest tariff ARC 400 series,
in the event of personal effects and/or other commodities loss or damage is
caused by the carrier from one of the following catastrophic events: trailer
fire, vehicle collision or overturn or complete trailer theft, ArcBest's, the
carrier's and service providers' liability will increase to $3.00 per pound per
lost or damaged piece up to a maximum liability of $60,000 per trailer.
ArcBest, the carrier and service providers do not provide insurance for
personal effects and other commodities.Initial Complaint
Date:08/01/2025
Type: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 am writing to file a formal complaint against UPack regarding my recent experience with their moving services. What was promised to be a straightforward process turned into an incredibly stressful and costly ordeal due to repeated miscommunication, misinformation, and poor coordination on UPack’s part. Below are the specific issues I encountered:
- False Promises on Delivery Timing:
When I first contacted UPack, I spoke with a representative named REMOVED. I made it clear that my property manager had granted me special permission to have the moving cubes on the property for just one night. REMOVEDassured me this would be no problem. He also told me I could call the day before delivery to request an early drop-off. - Delayed Delivery and Lack of Communication:
I followed his instructions and called the morning before the scheduled delivery to request an early drop-off, again emphasizing that I could only have the cube for one night. I was told it would arrive between 9:00 AM and 1:00 PM. I called several times throughout the day for updates. The cube finally arrived at 6:00 PM—after the local office had already closed—leaving me unable to arrange pickup for the next day. This forced me to keep the cube for an extra night, in direct conflict with the permission I had from my property manager. - Unnecessary Travel and Expenses:
Because of this delay, I had to extend my rental car and move my flight out by one day to remain in California for the scheduled pickup. At the time, I had already relocated to Canada and had flown back specifically to be present for the pickup, because I was told I absolutely had to be there in person to show ID and sign customs paperwork. When the driver arrived, he told me he had nothing for me to sign. I later called UPack’s customer service line and was told that I was supposed to sign something. The conflicting and inaccurate information cost me hundreds of dollars and significant stress. The fact that I had to fly back to California, extend my rental car, and change my flight—all for a document I didn’t even need to sign—was incredibly frustrating and wasteful. - Shipping Timeline Was Misrepresented:
I was repeatedly told that delivery from the U.S. to Langley, BC would take 4–6 days. It took 10. At no point was I informed that UPack doesn’t ship on weekends, which would have helped manage expectations and allowed me to plan accordingly. - Misinformation About Customs Clearance:
I emailed with a representative about customs paperwork and submitted the required inventory list as instructed. Once the cube arrived in Langley, I called and was told to go to the Abbotsford border crossing to have my items cleared. I drove there only to be told that I was supposed to go to Aldergrove, not Abbotsford. On top of that, UPack’s email stated that I could go “7 days a week” to get clearance, which was completely inaccurate—the commercial office at Aldergrove is only open Monday through Friday. Because I had gone on a Sunday, I had to return again on Monday.
Throughout this entire process, I was given conflicting instructions by multiple UPack representatives. Nothing was made clear, and the result was immense stress, wasted time, and financial loss. The most upsetting part was being told I had to travel internationally and alter my travel plans to be present for something that ultimately wasn’t required at all.
Given the extent of the stress, inconvenience, and direct financial costs I incurred due to UPack’s repeated misinformation and poor coordination, I am requesting a full refund. This refund should reflect the financial burden and emotional distress caused by the company's mishandling of nearly every aspect of my move.
I hope UPack will take this complaint seriously and make the necessary changes to prevent others from going through the same experience.
Sincerely,
REMOVED(Please see attached letter)
Customer Answer
Date: 08/04/2025
I also want to clarify an important detail I failed to include in my original complaint: because the cube arrived so late in the day—well past the promised window—the movers I had previously hired were unable to assist. This forced me to scramble to find last-minute help that evening, which cost significantly more and added even more stress to an already difficult situation.
Business Response
Date: 08/04/2025
Good afternoon. I'm so sorry you were not satisfied with our service. In response to your complaint, our records indicate points 1 and 2 have been addressed previously when you called and spoke to REMOVED on 7/10. She applied a $100 credit for the unmet expectation on the drop off of your empty equipment to begin loading. Since we do not require you be present at the time of pickup and we have online options to submit the pick up for the next day when the office is closed, I'm not able to compensate for any delayed travel expenses (point 3). Our contract, your move plan, and the online dashboard does explain that our transit is 4-6 business days, not including weekends or holidays. However I see that we were 2 business days late, so I can compensate you $50/day, so an additional $100 for the late transit (point 4). For point 5, the note included in your contact states you must clear your items at the Aldergrove location, so my apologies if there was a misunderstanding. I've included the note below that was on your paperwork:
All U-Pack shipments are quoted in U.S. dollars. A customs administrative fee of $62.02 will be assessed to all shipments destined to Canada. Any additional customs fees are not included. When you cross the border, tell customs that you have goods to follow with REMOVED. Used mattresses must be cleaned and fumigated with a certificate to verify cleaning. You must clear customs for your items before delivery at the following addressREMOVED
I appreciate you giving us the opportunity to address your concerns and I will apply the $100 credit.
Sincerely,
REMOVED
Initial Complaint
Date:07/02/2025
Type: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.
REMOVED/UPack auctioning of my belongings is invalid due to: California Civil Code § 3051.5 specifically requires lienholders to notify the shipper and consignee, as well as any secured parties, at least 10 days before any sale of the property, of the date, time, and place of the intended sale. REMOVEDrefuses to provide me the auction vendor's information to prevent me from being a part of the auction to bid on my belongings. REMOVEDis liable along with their vendor for the illegal sale of my belongings. I am seeking up to $25,000.00 in damages if my belongings are auctioned. A civil suit will be filed against REMOVEDin Los Angeles County within 72 hours.Business Response
Date: 07/03/2025
REMOVED,
Thank
you for your message. Please note that we provided ample time and extended the
deadline multiple times before proceeding. Unfortunately we are not able
to hold your items indefinitely with no payment. If you have any other
further questions, please reach out to our claims department.
Sincerely,REMOVED
Initial Complaint
Date:06/05/2025
Type: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 decided to get a U-Pack and this was my first experience. The drivers were nice but, it doesn't negate the fact of the negligence upon receiving my smashed and damaged merchandise/belongings. I was told that the driver upon arriving would bring a board to keep my belongings from moving. This was also in the notes as well as to where the key was at. I had a disc lock on truck and adamantly informed the lady of the placement of the key. None of this was communicated to the driver. Now for the slap in the face a check for $17.52 because, they only do .10lb I believe. Totally unacceptable. I'm about to dispute with my bank if Upack doesn't act in good faith and refund me.Business Response
Date: 06/05/2025
I'm so sorry to hear you had damage. I will pass your concerns along to our claims department and ask that a manager reach out to you. Thank you for making us aware of the situation. -REMOVED
Initial Complaint
Date:04/09/2025
Type: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 purchased 2 u-pack storage pods that were delivered on March 28, 2025 and picked up on April 1, 2025. I initially had to provide a credit card, but then switched the payment to Affirm. I had called and spoke to a customer service agent at U-Pack to confirm how to switch it and did so on the U-pack site on my Move plan using the link provided there. Affirm confirmed that I was approved for the $3840 amount and my payment plan after U-pack approves. It was my understanding, and still to now that I wouldn't be charged even if I used my credit card until after my units were picked back up on April 1, 2025. I saw the Affirm account say it was pending U-pack finalizing my order which made sense since it wouldn't be final until after my units were picked up. I had no indication that my Affirm would not be the way that U-pack would charge me. It turns out, I was instead charged the $3840 on my credit card on April 2, 2025, not using Affirm. When I found this out, I called twice to speak to two different U-pack customer service agents. Neither of the agents were even familiar with Affirm and how it works in conjunction with U-pack and stated that U-Pack never even received my Affirm request. They informed me the link with U-pack and Affirm is also quite new as of this year. I called Affirm and spoke with a customer service agent and a supervisor. On their end I did everything right and it seems to be an issue with U-Pack. I am not happy as I wanted to do a payment plan, not charge my credit card and overtime end up paying way more due to it having other charges on there so the payments would be far more. I had to cancel my Affirm also by calling, as U-pack couldn't cancel the pending charge, and both companies kept telling me to call the other to get this situation fixed as well. This should not have happened and has caused me a lot of time to figure out what happened to not even find out the answer to where the issue lies in me wanting to use Affirm.Business Response
Date: 04/09/2025
I am so sorry for the issued you've had with our service. I see that one of our consultants left you a message yesterday and advised we could try and refund your credit card and charge the Affirm card if that is still what you would like to do. Please give us a call at REMOVEDand we will do our best to assist. -REMOVEDCustomer Answer
Date: 04/13/2025
Complaint: REMOVED
I am rejecting this response because: Due to the timing of the charge and when my credit card bill is due, I have already been charged interest on my credit card from this transaction, therefore, being refunded would not solve that issue as now I have accrued interest. This should have never happened, and I also do not feel confident that U-Pack can properly process my Affirm loan if I were to try again, as stated I did everything correct on my end the first time and U-Pack did not do this correct on their end. "Try" is not a guarantee and does not give me confidence, as also when I spoke to two customer service agents, they seemed very uninformed about the process for Affirm with U-Pack.
Sincerely,
REMOVEDBusiness Response
Date: 04/14/2025
Again, I do apologize and I will update our records to show you have chosen to leave the payment as is on your credit card. As previously explained, Affirm is a new service offering and unfortunately we are still learning and not experts just yet. I have passed your feedback along to our team handling the service. Please let us know if we can be of further assistance in the future. REMOVEDInitial Complaint
Date:03/28/2025
Type: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.
U Pack national phone representative explained the process. I needed a guaranteed delivery date which they agreed to. The representative stated the town we were going to had a U Pack service center.. They explained we could have either a morning or afternoon delivery. We were told once our shipment arrived, they would call us to set up a time. We were never called. Our shipment was picked up from our location on March 18 and today is March 28. We called today the service center and they told us, they can not guarantee a time and could be delivered as late as 8pm. I hired movers to help unload the truck but can not give them a time.Business Response
Date: 03/31/2025
I apologize for your frustrations. Our records indicate we offered a guaranteed delivery service, but that service was declined. Therefore the delivery date and window is not a guarantee. Due to the fact the time is not guaranteed, we suggested you have your movers come the following day after drop off. Please let me know if you have any further questions or concerns. REMOVEDCustomer Answer
Date: 04/07/2025
Complaint: REMOVED
I am rejecting this response because even with a guaranteed service after speaking with the Minneapolis Service center, they told us they would never guarantee a time of day as we were told on the phone prior to booking. The National sales people NEVER stated that we should schedule our hired helpers/movers to come the day after drop off. With the advice of the National call service, we scheduled our pick up early to guarantee our drop off would be available the day we needed it.As a result, we incurred additional cost in hotels and travel expenses since we flew out to Minneapolis to help our daughter move from NYS to MN.
Sincerely,
REMOVEDBusiness Response
Date: 04/07/2025
Our transit time (unless guaranteed service is purchased) and drop off times are estimated, therefore no compensation is available for this move. We apologize for any misunderstandings and that we did not meet your expectations.Initial Complaint
Date:11/12/2024
Type: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 requested a moving quote fro U-Pack from Tampa, FL to Marble, NC. They provided a quote and after the truck was loaded they picked up the trailer (4 Nov). After several days I called the company and they located the shipment, but will not deliver to Marble NC. At no time before I requested a delivery date, did the company state they would not deliver to Marble, NC. Now the company states that they will deliver to the next town and leave the trailer in a parking lot. This means I have to pay a lot of money to download the trailer, and move it five miles. I want the company to fulfill their obligation. Either deliver to the address I provided or provide the moving truck and labor to get the household goods from whatever address they will deliver to and move it to the original address.Business Response
Date: 11/12/2024
Hi REMOVED,
I'm so sorry for your frustrations. It is my understanding the service center has now agreed to deliver to your address. Please let me know if there is anything further we can do to help. We appreciate your business and wish you all the best.
-REMOVED.
Initial Complaint
Date:11/06/2024
Type: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 suspect Upack dropped my packing cube, creating damage, some fixable, some not, to my items. This is not an issue of my packing. It's my 5th move with Upack ( and I have also packed a POD cube) have NEVER had any issues with damages, as I know how to pack the cube. It's blatantly clear from the damage, to my items and the interior of the cube, that it was dropped. FYI, the forklift at the origin site ( Montgomery NY) was not working at the time of my move.
Upack states that because I did not buy more content insurance (listed in the contract's fine print), they are not responsible to pay me anything.
I sent photos ( in a movie format ;only way I could figure out how to send photos) of damaged items, including a dent in the cube's fiberglass wall that I believe was caused by my furniture slamming into the wall and then breaking. Some items are replaceable; e.g., REMOVED gas grill, and some items are not, but can be repaired by a restorer, e.g antique handmade patio set, mid-century modern chairs, bureaus and sideboard, and some items are just ruined, e.g., out of print books and artwork, as well as small household items.
My claim that I filed with them was for over 9,000.00 for repairs / replacement. Not replacements on all items. I just want my things fixed, and they need to go to a restorer.
Initially they offered me 250.00; I then called ask requested a refund for the cost of shipping, 2500.00. I was told they could not do that, but that they would contact the claims adjuster manager, REMOVED. She also stated that they could not refund my costs, and then offered an additional 639.00
If this was my fault for not knowing how to pack a cube, I would understand their response. But it's clear that the cube was dropped at some point in transit and UPack / REMOVEDfreight is not taking responsibility for the damages. They also delivered the cube to my destination location without me being there, as it was more convenient for the destination locationBusiness Response
Date: 11/06/2024
Unfortunately since this complaint is in regards to damage, you would need to continue working with our claims team for a resolution. I apologize you are not satisfied and I will pass the information along to REMOVEDin claims since that is who you have been communicating with.
Customer Answer
Date: 11/07/2024
Complaint: REMOVED
I am rejecting this response because: they have told me they have offered “what they can” in terms of financial compensation, which I find unacceptable, as it was their handling of the packing cube that caused the damage.
Sincerely,
REMOVEDBusiness Response
Date: 11/08/2024
I certainly apologize you are not satisfied. Unfortunately there is no further compensation I can offer. Our claims team is responsible for investigating and determining the amount we are able to offer for damages. I would be happy to pass along your message to our claims team.
Customer Answer
Date: 11/12/2024
Complaint: REMOVED
I am rejecting this response because:UPACK / REMOVEDis not willing to appropriately compensate me for loss or damages THEY CAUSED by the mishandling of the UPACK moving cube.
UPACK / REMOVED's monetary offer is insulting. It won't even cover the repairs needed to one piece of furniture repair.
I request that they send me the full claim amount I submitted, over 9,000.00 ( which I now know will not meet the necessary repairs and replacements of my items ) and to have my full moving fee of 2500.00 refunded back to me. - REMOVED/ UPACK breaks my things and then should pay for the move service too? Not even logical.
For someone who has been a loyal customer since 2011, I have packed 4 other UPACK cubes and have NEVER had any damages. The interior fiberglass wall damage of this moving cube, that aligned with my broken furniture clearly is evidence that there was blunt force to this cube that caused the contents to slam into walls of the cube and break my items. How REMOVED/ UPACK are responding to this claim is unacceptable.
Sincerely,
REMOVEDBusiness Response
Date: 11/13/2024
I apologize for the damage to your items. However, our management in claims has fully investigated and found no mishandling of your REMOVEDCube. We are not able to compensate further than what has already been offered as it exceeds the standard liability coverage included in your contract. We do not offer any full value or replacement coverage. We suggest you check with your homeowners or renters insurance for any addtional compensation for damages.Initial Complaint
Date:11/04/2024
Type: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 am writing to formally express my dissatisfaction with the service I received during my recent move from REMOVED, NJ, USA to REMOVED, ON, Canada utilizing U-pack for transportation of my belongings. My furniture was picked up on October 18, 2024, and I was initially promised that it would arrive in my new apartment within the timeframe of October 22-24. However, the shipment was held at the US-Canada border for over three days and only arrived at Canadian customs on October 25. After that, I was informed that partnered delivery company could not deliver my storage box until October 29.
This one-week delay left my mother, our cat, and me without essential furniture, including our bed and beddings. As a result, we were forced to stay in a hotel room and eating in restaurants for an additional week with only a few suitcases. The total cost incurred due to this delay exceeded $1,000, which is unacceptable.
I attempted to contact U-Pack through phone calls and emails numerous times each day during this period, but the responses I received were inefficient and did not help resolve my issue, which added to a lot of stress of this already challenging situation. Additionally, I will begin a new job shortly after my arrival in Canada, and the delay allowed me less than a week to organize and furnish my new apartment. Given these circumstances, I request reimbursement for additional expenses and inconvenience incurred due to the delays caused by U-pack handling my move.
I look forward to your prompt response to this matter.
Thank you for your attention to this issue.Business Response
Date: 11/04/2024
Good morning,
Our records indicate we did not receive your passport, work permit/visa until 10/23, therefore causing a delay with when we were able to ship your items. Once the necessary customs paperwork was received, we were able to deliver within the estimated travel time of 2-4 business on 10/29. I apologize your move did not go as planned. And although I'm not able to compensate for the transit due to the circumstances mentioned above, I would be happy to apply a $100 discount in the interest of customer service. We appreciate your business and wish you all the best in your new home and with your new job.
Sincerely,
REMOVED
Customer Answer
Date: 11/04/2024
Complaint: REMOVED
I am rejecting this response because I must reiterate that the $100 reimbursement offered does not adequately cover the expenses caused by U-Pack's delays.On October 21, I submitted the necessary documents to the assigned clerk the same day they were requested. Unfortunately, the clerk was out of the office, leading to an unanticipated delay in the process. I contacted a different clerk on October 22, forwarded the same documents again, and only by October 23 did the original clerk confirm receipt. Despite having all the required paperwork, U-Pack delayed moving the storage box until October 24. Furthermore, my box was held at the US-Canada border in Buffalo for over three days due to insufficient communication within U-Pack’s partnered team. This cascade of delays prolonged the delivery of my belongings significantly. Given the circumstances, I request a more appropriate reimbursement to cover the incurred expenses.
Sincerely,
REMOVEDBusiness Response
Date: 11/05/2024
Unfortunately there is no further compensation available. The documents are required prior to the move date or at the time of pick up and that did not happen, therefore causing delays. However, If we are ever late due to fault of our own, the compensation is $50 per day. So the previous refund of $100 would cover the two day discrepancy you mentioned of when the documents were received. Again, we appreciate your business and I'm sorry we were not able to meet your expectations.
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