ComplaintsforUpline Moving

• Initial Complaint

  11/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  For my move from *********, ** to ****** ***** and got a quote from *********************** of Upline moving on July 7th 2023 for the move which was scheduled for August 5th 2023. The cost after some changes was set to 8800$ and destination changed to ********** a suburb of ****** , **. The terms indicated there is a moving window of about 15 days which later was pushed to 17 days . I was assured by **** that the window is just a placeholder and my stuff when picked up on Aug 5th will be made available on week of Aug 14th. This never happened. I called every other day and they kept telling me it will happen the next week. Eventually the items was delivered outside of their window of delivery.When they picked up my items i had requested for them to pack the heavy items, furniture and we had packed non breakable items like clothes. I had specifically requested for a standing box for the tempurpedic bed which they didnt get and they tried to fold it. I stopped the movers from doing this and had then load it on the truck standing. They dismantled other beds and furniture items quickly . Now when they delivered the items we see quite a numbers of moving boxes were crushed, the Tempurpedic mattress was folded and badly damaged, a standing desk for work was damaged, a 4 drawer dresser was damaged badly, a floor lamp base was completely shattered.The movers had lost the screw/bolts for one of the bed ,so it couldnt be assembled. A tv stand was missing screws and bolts.I personally went down to ********** and got the missing items so that we could have a functioning bed and TV stand. After i complained to ***************** they told me the basic insurance covered about 60c per pound of damaged equipment and they will need 60 days to evaluate and provide the money for the same. Its been 60 days and they havent responded to my emails. I need the compensation for the damage and inconvenience they caused me and my family for the move.

  

  Business response

  11/22/2023

  We have reviewed the Consumer complaint filed by ******************************** against Upline Moving for late delivery & damaged items/missing hardware. We have confirmed that Consumer hired the Business to perform a Long Distance move from CA to **, commencing on 8/5/23. Prior to the move Consumer was issued an ***************** that he accepted & then booked his move based on that information. The delivery range listed in the ***************** was 18 business days from his specified First Available Delivery Date of 8/14/23 (business days are counted Mon-Fri, excluding weekends/holidays). Therefore, the agreed delivery range was 8/14-9/7/23. Due to unforeseen circumstances, the driver was slightly delayed & arrived to deliver the shipment on 9/8/23, 1 business day outside of their delivery range. Per Upline's published tariff, Consumer would be due $30/business day for any delivery delay. Further, Consumer was offered coverage options for his move, which he chose the free $.60/lb/article coverage & did not purchase any insurance for repair/replacement in the event of any loss/damage to his items. At the time of delivery, Consumer did not make any written notation of any missing/damaged items as required. Thereafter, on 9/11/23 ************************** called our office & filed a claim for damaged items & missing hardware (for a Queen *** frame & 45" TV stand). He was sent an email requesting photos of each damaged item & advised that once we received the photos, we would review the claim & make a determination within approx. 60 Business Days thereafter. We received the photos & advised Consumer that he would receive a determination by 12/11/23. Consumer called again on 9/12/23 & was given that same time frame again. As such, the determination of their claim is not due until 12/11/23 which he is well aware of. 

  At this time in the interest of customer service, we have expedited review of this claim & emailed Consumer a determination with release form today for the amount due him of $312.00 for the damaged items, missing hardware & 1 business day late delivery. Consumer will need to sign/witness the Release & return it to us by 12/6/23 so that payment may be issued to him thereafter. At this time no adjustment is due Consumer yet. Please update your records accordingly. Thank you. 

  Customer response

  11/23/2023

   
  Complaint: 20870254
  
  I am rejecting this response because:
  1. The sales person who sold this move had assured me the move would happen the week of Aug 15th. The window as per the salesperson was standard guideline. I had to purchase bedroom sets and mattress to cover up for the delay since I trusted their salesperson.

  2. This firm took 50% of the money when they picked up the move items and the remaining 50% before unloading the items. They refused to unload and move in the items unless the balance was paid. I was not allowed to inspect the items before the payment.

  3. The supervisor made a note and took picture of the damaged items. I told him to add this to the document I was asked to sign after they unloaded. He told me his job was to unload and unpack the ********** items and it was my job to file a complaint which I duly did. The claim made by Upline that I didnt make a note of the damaged and missing item is blatantly false. 
  4. They clearly missed the window even after multiple reminders from me. The amount  they have offered is ridiculously low. 

  5. Inspite of me telling them not to fold the tempurpedic mattress , they went had and did it resulting in permanent damage to the mattress. 

  Sincerely,

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

  

  Business response

  11/29/2023

  We have reviewed the most recent rebuttal filed by *************************************** relative to his ongoing consumer complaint against Upline Moving. We must reiterate the facts:

  1. The Consumer selected/booked his move with Upline clearly agreeing to an 18 business day range from his First Available Date of 8/14/23, thereby making his agreed delivery range 8/14-9/7/23. Delivery was completed 1 day outside of this range on 9/8/23 & compensation has been offered at Carrier's published tariff rate.

  2.  Carrier's terms specifying payment of 50% deposit at time of pick-up & payment in full prior to unloading at time of delivery are clearly spelled out in his pre-move estimate & Bill of Lading & carrier collected payment accordingly. 

  3.  The consumer is required to make written notation of any missing or damaged items on the delivery documents prior to signing them at the completion of unloading. This documents loss/damage that are transit-related. Consumer did not make such documentation. 

  4.  Consumer did file a claim for missing/damaged items & has been provided an amount that is based directly on the $.60/lb/article coverage he selected. Consumer was offered the option to purchase additional repair/replacement insurance for his move from a private insurance company prior to the pick-up, but did not purchase such coverage. 

  Based on the above, we must again clearly state that the $312.00 is the maximum due Consumer based on the items claimed, the documentation provided, and is the maximum amount due him under the coverage he selected for his move. If he wishes to accept this amount, he must return the executed release back to our office by 12/6/23, for the offer to be valid. Please update your records accordingly. Thank you. 

  Customer response

  12/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the business is not taking my complaint seriously. Inspite of providing detailed information they have been ignoring the details provided and sticking to their standard response. I don't have the time or patience t pursue this any longer so closing this out.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear ***/*****,I am writing to formally complain about the moving services I received from Upline Moving. I believe I have been unfairly treated and charged, and I would like to bring this matter to your attention.On the day of my move, Upline Moving quoted me an initial charge of $4000. This quote included the cost for 30 boxes, packing, and all my furniture. However, on the day of the move, they claimed that an additional 30 boxes were needed and proceeded to charge me an extra $4000.I find this extremely concerning as the cost of 30 boxes should not equate to the initial quote which included 30 boxes plus all my furniture. Furthermore, they used questionable packing methods such as placing boxes within boxes and wrapping furniture in boxes, which were then counted towards the total box count.This situation left me feeling as though I was set up to be scammed on the day of the move when I had no other choice but to pay whatever price they requested. The additional charge of $4000 was not only unexpected but also unjustified.I kindly request your assistance in investigating this matter further. I believe that practices like these are not only unethical but also detrimental to consumers who trust moving companies with their belongings and hard-earned money.Thank you for your time and consideration. I look forward to your prompt response.*********, *************************

  

  Business response

  02/28/2024

  We have received the most recent notice from the BBB dated 2/27/24. We had previously responded to this complaint via email to the BBB on 11/22/23 (3 months ago) as we were unable to upload it to this site. Please see attached copy of our prior response & upload it onto this complaint. We will extend the offer we made of $224.00 until 3/13/24 for consumer to reply if he wishes to accept it. 

  Thank you. 
  

• Initial Complaint

  08/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 7/6/22 I signed an agreement to move our belongings from CA to **. Move out date was 7/9/22 and their delivery window was scheduled to 7/18/22 with a guarantee to not exceed 14 business days from 7/18/22.In addition, ****, the sales person who came to give an assessment, assured me that Upline does all the moving, sending their drivers with a 3 men crew on the truck and does all the delivery and assembly. In addition, at the pick up time, I was only allowed to choose the basic liability in the tablet/computer the driver let me sign. When the rep was at the house he didn't offer any alternative, just said I could purchase a private insurance, but that it would be throwing away money for no good reason.The reality:We did not get our belongings delivered on time. Even though they guaranteed not to arrive later than 8/4/22, they did not communicate with me at any point, as they said they would, that our belongings were being loaded to the truck and in transit. I had to call them repeatedly, send emails and ultimately escalate to get some answers. When the truck arrived, on 8/10, six days after the end of the "guaranteed" delivery window, I t was another company, not Upline, that transported our things. I took pictures, and confirmed with the driver that he in fact works for the other company. The crew told me they were not Upline employees and were called the night before to see if they could "take this job". Our belongings were brokered to another company! I signed an agreement with Upline, under the explicit description of a moving company, not a broker. 1. Many of our belongings suffered damage. The movers didn't assemble all of the furniture and left.2. The delays cost us a lot of money, and quite substantial stress, to ourselves and the kids. 3. I'm happy to provide photos, and contracts as needed.I paid over 13K for this move, that ended up costing a lot more in immediate damages, and companies should not be allowed to act this way.

  

  Business response

  09/13/2022

  We have reviewed the Consumer complaint filed by ************************* against Upline Moving, regarding issues with her move. The Desired Settlement indicates "Modification/discontinuance of an advertised claim" & does not seek any monetary compensation. As such, we respectfully request that this case be closed as Information Only.

   

  Thank you. 

  Customer response

  09/16/2022

   
  Complaint: 17703996
  
  I am rejecting this response because:

  They have not responded to the claims I made against them, backed up by evidence, and ignored my request for refund, due to damage, delays, lies and not completing their end of the agreement (they were not the actual movers who moved our belongings, despite multiple assurances and claiming to be a moving company, not a broker).
  
  I expect to hear a more dignified response back, as well as the refund to account for damages, and fraudulent tactics. 
  
  Sincerely,
  
  *************************

*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. ↩