Complaints

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:03/03/2025

  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.

  On October 30, 2024, I signed a contract with United Moving Management-job #UN5679347. The customer *** was ****** ********* , ** ***********, **********, Registration #*******. $1,250.00 was automatically pulled from my bank account. The deposit is refundable if contract is cancelled within 48 hours. I called and cancelled the contract well within 24 hours. I was told by **** ****** (through texts) that the check would be cut within a week, and that I would be receiving a tracking number, in order to track the mailed refund. The check had plenty of time to be received at my DC address. To date (4 months later) I have not received the refund, even though the company has my new address in ********, **. Multiple attempts to call the company results in getting voicemail. I am convinced that the company has somehow made it so my calls only go straight to voicemail.

  Customer Answer

  Date: 04/02/2025

  I don't see any proof that the company responded to my complaint against United Moving Management. Please advise.

• Initial Complaint

  Date:12/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to file a formal complaint against United Moving Management for their egregious and predatory business practices during my recent move from ******* to *******. The entire experience was deeply distressing and has left me feeling traumatized and financially ************** is a detailed account of my grievances:Bait-and-Switch Pricing: I was initially quoted $1,700 for the move but was then pressured into paying $3,000 in cash upfront before any work commenced. This sudden and substantial price hike felt like extortion.Undisclosed Fees: Upon arrival, the movers who were already 6 hours late demanded an additional $400 "walk fee" due to my freight elevator being closed since they came after hours. This fee was a penalty caused by their own tardiness.Third-Party Contractor: The salesperson misled me into believing that United Moving Management would handle the move directly. Instead, they used a third-party contractor without my knowledge or consent.Incomplete Service: I was promised a "full-service move," which implied packing and unpacking services. However, the movers only provided loading and unloading, leaving me to handle the rest. This misrepresentation was particularly upsetting as I had relied on their assurances and even discussed the price difference with the sales person to make my decision to pay for a premium service. Damaged Goods: Several of my belongings were damaged during the move. To add insult to injury, my attempts to contact customer service were met with silence as they had blocked my phone number.Timeline of Events:Pickup in *******: December 28th Delivery in *******: December 30th The lack of transparency, deceptive sales practices, and complete disregard for my belongings have caused me significant financial and emotional distress.

  Business Response

  Date: 01/10/2025

  The customer had more cubes/items than initially estimated and was charged accordingly. Additionally, the customer was serviced within the ******* window specified in the contract and needed to be available during that time. The delivery was completed promptly two days later. Regarding any damages, we have already guided the customer through the claims process.
  

• Initial Complaint

  Date:11/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the company and spoke to ***** in regards to the bbb complaints and was assured they were resolved and 1 offs only to get scammed too. 10/7/24 paid initial deposit for movers based of a detailed decision of my belongings with ***** $890.71 which was to be 1/3 if payment second due at pick up third at delivery Moving date was scheduled for 11/1/24 A man arrived at my apartment without a truck and stated I had more Cubic sq feet than quoted and then attempted to charge me an additional $7178.25. My original total was *******. I contacted the scheduler/broker who then proceeded to say it was just an estimate as per the contract and it was too late to get a refund. I feel scammed. Im not sure which quote was accurate. Whether it was the initial quote over the phone or the man that came to the home. I got in contact with them another time and they tried to reschedule me more than a week out when I needed to be out of the apartment by the fifth. This is unresolved and unfair. The broker/dispatcher asked me how much could I afford as if I had additional money set aside for inflating cost.

  Business Response

  Date: 12/05/2024

  We explained in detail that the customers items were much bulkier and would take up more space on the truck than initially estimated. After traveling several hundred miles to reach the customer, they decided to cancel the order due to a lack of sufficient funds.

• Initial Complaint

  Date:11/20/2024

  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.

  On August 14th, 2024, we signed a contract for a move from ***** to ***************************************** asked for a $1,064 deposit to be paid by VENMO to ***********************, United Moving *******. The next day we tried to call them to let them know that the 5579 pounds were not enough that we would have more than that and to ask what the Storage facility would cost, and no one answered the phone all day long and evening and the next day. We got worried that this was not a legitimate company and send an email to ***** ******** (the Person we talked to) 8-16-2024, right away cancelling the contract and also sent an email to ********************************** as specified in the contract that you have to cancel within 48 hours, and you would receive your full refund minus 20% processing fee and internal resources. They have been giving us the run around since that day on the 16th of August, we have called and emailed them more than 50 times and they would not give us our money back. First, United Moving Mgt. told us it could take 30 days to get our money back, then they said we did not take the correct action sending the email to customer support and when I sent in the documentation, they then stated that ***** had closed their account, and they could not access the money, but Venmo told us that it was not correct they had not closed their account at all. We have contacted ***** and apparently this is not the first time they have done this to their customers according to ***** representatives. Venmo told us that they could not do anything for us. We had contacted an Attorney, but they want $1700 just to send a letter to the United Moving and even more to file a lawsuit and told is it was not worth it to pursue as it would cost us more than the initial cost of the down payment.

  Customer Answer

  Date: 11/20/2024

  The other complaint about United Moving Management it that they misrepresented themselves as a mover and the website did not indicate the Broker status nor did they inform us of that but instead acted like they were the movers, and they would come pick up our household goods etc.

   

   

   

  Business Response

  Date: 12/02/2024

  We have made several attempts to explain to the customer that ***** closed our account after they disputed the charge. Since we do not have access to a closed account, we were unable to retrieve the funds once ***** removed the money before closing it. I sincerely urge the customer to speak with a high-level manager at ***** to rectify this situation.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22582720
  
  I am rejecting this response because: We never disputed the charge with Venmo and we told them this so many times! We asked United Moving Mgt for documentation that they supposedly received from ***** about the account closure, and they don't have it. ***** assured us that they do not have the money, the moving co. does. 
  Sincerely,
  
  **** *******

  Business Response

  Date: 12/09/2024

  My Final and last suggestion , is to get Venmo on the phone 3 way with a manager and Include us in the conversation. Maybe they will be forced to do the right thing. We do not have the funds whatsoever.

  Customer Answer

  Date: 12/10/2024

  I have talked to Venmo on the phone several times and emailed with them, (copy of email below) United Moving Management is a dishonest company defrauding people and it needs to stop. Apparently ***** had issues with them before. It is obvious from all the complaints on the BBB website what kind of business we are dealing with and that's just the people that decided to do something about it, there is no telling how many people write the money off, because it is too expensive to take them to court. I'm sending you the answer from ***** that states very clearly that they do not have the money. We have contacted an Attorney that will pursue this matter further, it is a matter of principle now. The BBB needs to get the Attorney General to investigate this Business, we have also contacted the *********************************, ******************************************* and will contact the ***************************** (***) next. 

  Venmo Email: ******* Abuthabu ****** *** (Team Venmo)
  Nov 18, 2024, 8:11?PM
  
  
  
  
  
  
  
  
  
  
  You have a new message from Venmo regarding request #********. To respond, simply reply to this email.
  Hello Beate,
   
  Thank you for reaching back to us. Our sincere apologize for the inconvenience that may have caused you.
   
  The moment you send a payment to an active Venmo user, the funds are made available to them. There isn't a way for us to stop the debit from your funding source once you've sent a payment to another user. Unfortunately, because of this, we are unable to offer reimbursement or mediation in this instance.
   
  Please know that we take reports like this seriously. I can confirm that we will take appropriate action against the receiving account. However, we are not able to discuss the specifics due to our Privacy Policy.  We also encourage you to review this article on our *********** for some information on how to avoid this type of issue in the future, particularly this section regarding this specific type of activity.
   
  If this person has sent you a charge request, you can dismiss it by visiting the "Notifications" section of the menu, and then tapping "Decline" next to that request. This will cancel this request, and no money will move.
   
  I'm sorry that this is likely not what you hoped to hear, but I hope it provides some additional context. Please let me know if you have any additional questions.
   
  Regards,
  Account Specialist

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22582720
  
  I am rejecting this response because:

  I have talked to Venmo on the phone several times and emailed with them, (copy of email below) United Moving Management is a dishonest company defrauding people and it needs to stop. Apparently ***** had issues with them before. It is obvious from all the complaints on the BBB website what kind of business we are dealing with and that's just the people that decided to do something about it, there is no telling how many people write the money off, because it is too expensive to take them to court. I'm sending you the answer from ***** that states very clearly that they do not have the money. We have contacted an Attorney that will pursue this matter further, it is a matter of principle now. The BBB needs to get the Attorney General to investigate this Business, we have also contacted the *********************************, ******************************************* and will contact the ***************************** (***) next. 

  Venmo Email: ******* Abuthabu ****** *** (Team Venmo)
  Nov 18, 2024, 8:11?PM
  
  
  
  
  
  
  
  
  
  
  You have a new message from Venmo regarding request #********. To respond, simply reply to this email.
  Hello Beate,
   
  Thank you for reaching back to us. Our sincere apologize for the inconvenience that may have caused you.
   
  The moment you send a payment to an active Venmo user, the funds are made available to them. There isn't a way for us to stop the debit from your funding source once you've sent a payment to another user. Unfortunately, because of this, we are unable to offer reimbursement or mediation in this instance.
   
  Please know that we take reports like this seriously. I can confirm that we will take appropriate action against the receiving account. However, we are not able to discuss the specifics due to our Privacy Policy.  We also encourage you to review this article on our *********** for some information on how to avoid this type of issue in the future, particularly this section regarding this specific type of activity.
   
  If this person has sent you a charge request, you can dismiss it by visiting the "Notifications" section of the menu, and then tapping "Decline" next to that request. This will cancel this request, and no money will move.
   
  I'm sorry that this is likely not what you hoped to hear, but I hope it provides some additional context. Please let me know if you have any additional questions.
   
  Regards,
  Account Specialist

  
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 12/10/2024

  I have responded to you this morning when I received the answer from United Moving Mgt. I want this to stay open until we have a resolution! Did you not receive my email?

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In provided documents you can see I have requested several times for updated pricing, moving dates, and moving location of which none were provided. The week of my move I had to contact the moving company several times to speak with someone to confirm my moving dates as ***** had confirmed the incorrect dates. On the day of moving, 10/6/24, I was told I would be contacted by the movers between 9am-12pm that day to give me an hour heads up of their arrival. I texted ***** that morning to confirm delivery and she responded that I was "on the schedule for pick up". After rereading the binding estimate and heading to the bank to take cash out, as is required per the agreement to pay the drivers in cash. I got a bad feeling and decided to look up the company here on BBB. After reading through 12 other complaints on this company I immediately called ***** and left her a voicemail to cancel the movers as I did not feel safe with them taking my belongings after reading about being charged 2-3+ times more that quoted AFTER the customers property was in the truck and was being held hostage until thousands of dollars could be made up and some of it was months later or still not returned to the owners. I then received a call from someone at the company at 12:40pm, I ended the call quickly as I was panicked, angry, and exhausted. I received another call at 3:30 from the companies dispatch to inform me that the drivers were still 1.5 hours away if I still wanted them to move my property. I say no, I know this is a scam, they are going to take my property if I don't have enough cash on hand and they make up some amount over the estimated cubic rate. Additionally, they were supposed to arrive 3.5 hours away and they are now not arriving for another 1.5 hours and that the lack of communication was unacceptable. I have heard nothing further from the company after several attempts to contact them for a refund. Not even a sincere apology.

  Business Response

  Date: 12/02/2024

  After further review, we discovered that the customer initially planned to move to a different state but then decided to cancel her move and stay locally in *************. The customer was significantly outside her cancellation window and was therefore not eligible for a refund of her deposit, as the truck was already in transition. As a courtesy, we allowed her to transfer her deposit toward her local move, which had a two-day pickup window. We called the customer to inform her that the move would take place on the second day of the window. However, she mentioned that she had already moved and no longer needed our services.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22571620
  
  I am rejecting this response because:
  As stated in my submission I contacted ***** ****** in July 2024 of my initial  moving date change from November 1st and 2nd to October 11th and 12th  and again September 8th 2024 I called customer service to update them of my second and final location and date change which was from MD originally to an hour away in ** for October 5th and 6th. Which was more than plenty of time prior to the update window of 7 days form the move date. I never received written confirmation or updates after several requests. I had to reach out via email with ***** several days before the final provided move date of 10/5/24 to confirm movers. She replied with confirmation of November 1st and 2nd which was not correct since my first move date change. I could not get a hold of her after and had to call customer service again to which a man already knew of the situation and confirm I did have movers now coming October 6th between 9am-noon. No one called me and no one showed up. I got a call at 3:30pm saying movers were still an hour and a half away. I cancelled the day of because no one had called me when they said they would, I had zero confirmation in writing that anyone was ever showing up and based on others reviews I was concerned of movers showing up, packing my belongings into their truck and demanding double the balance in cash (on a Sunday when the banks are closed) and holding my property hostage like they have others. I have since tried reaching out a handful of times to resolve this and zero communication.

  Sincerely,
  
  ****** ********

  Business Response

  Date: 12/04/2024

  The customer admitted that she indeed canceled  within the contractual two-day pickup window. She claimed it was very difficult to reach us. However, we contacted her 24 hours prior to the scheduled pickup, and she had already canceled. This year alone, we have served ****** customers and will continue to provide quality service at a discounted rate.
  
  

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22571620
  
  I am rejecting this response because:

  You in fact did NOT contact me 24 hours prior. I contacted you after multiple attempts on Thursday 10/3 and the moving date was 10/5-10/6. I did NOT hear from anyone until 3.5 hours AFTER the latest scheduled delivery I was informed of. And if we want to get technical, my binding estimate, again the ONLY one I have received, is set for 11/1-11/2. So based on that I cancelled a month in advance. But if we want to stay based on what I had planned, NO ONE contacted me until AFTER the planned move was supposed to happen. I cancelled to cancel AFTER the time window of when movers were supposed to arrive and canceled because I was afraid for the safety of myself and my property. How many of those ****** customers have you scammed? 

  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:11/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted United Moving Management LLC in October to request a quote and I provided detailed information about the items to be moved. I expressed my concerns multiple times, particularly because this move was for my elderly parents, who were struggling to manage the process. I was told by the agent, *****, that there was no need to provide further details. Despite my efforts to clarify the dimensions and specifics of the move, ***** became upset and insisted that since I had already provided a list of items, there was no need to include additional information. However, on the day of the move, the movers arrived with a bill that was double the initial quote.I never received a signed copy of the contract or any follow-up communication confirming the terms of the agreement. This lack of documentation left me uncertain about the charges and conditions.When I called to ask questions, they advised me to speak directly with the truck owner to request a discount. The final price presented to me was so much higher than I had expected that I became physically overwhelmed and even had a panic attack. My elderly parents do not have the financial means to cover such unexpected costs, and this situation put additional strain on us.I was assured by them that they were not a broker. However, it turned out that they were, in fact, operating as a broker, which I consider to be a clear misrepresentation. Given the failure to provide a signed contract, the misleading information regarding pricing, and the unprofessional handling of the move, I am requesting them to review the charges and adjust the final bill accordingly. I also urge you to take action regarding the unethical practices of misrepresentation and failure to properly communicate with clients.Attached is the only email received from the company confirming the total amount and the next payments,I trust that this complaint will help prevent future customers from experiencing the same frustration and distress.

  Business Response

  Date: 11/13/2024

  CUSTOMER SIGNED, AGREED TO CONTRACT THAT CLEARLY STATES

  Business Response

  Date: 11/13/2024

  Thank you for choosing United Moving Management LLC. We are happy to provide you, the Customer, this estimate based on the list of items and services you requested at the time this estimate was prepared. This BINDING estimate is based upon the specific items to be moved and services ordered as listed on the estimate. Your estimated price will not change unless you order additional services, add additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate. This document is an estimate only and not a contract; it is only binding for the specific services and items listed here within; any deviation of the services listed and ordered will result in a new estimate being issued. In such cases, a revised written visual estimate must be executed prior to any services being performed.
  
  This estimate includes the following services to be performed by the carrier:
  Transportation of goods from pick up location to delivery location by carrier fleet.
  Disassembly of all standard furniture items required for safe movement at the origin.
  Reassembly for all items disassembled by the movers on the day of pick-up.
  Wrapping of all furniture with quilted moving blankets.
  Itemized inventory indicating condition at origin of items.
  Loading & unloading of all goods.
  All transportation, taxes, tolls, mileage, and fuel surcharges are included.
  Standard valuation protection up to $10,000 based on 0.60 cents per lb. per article.
  Elevator must be reserved and accessible
  No elevator charges.
  No charge for packing tape and moving pads.
  No date change penalties if your request is made more than seven (7) days before your originally scheduled pick-up date. If date change is requested less than seven (7) days prior to original pick-up date, then the customer may incur $750.00 date change fee.
  Note: Elaborate furniture items that need to be disassembled and/or reassembled may require a 3rd party professional servicing or additional labor and should be disclosed to your estimator in advance of the move to be included on the estimate. Disconnecting and reconnecting of appliances is not included in the estimate. Reassembly of any item is subject to the availability of tools and/or parts being available at delivery. *******, materials, and unpacking services are available at an additional charge and are only included in this estimate if the service is listed on the Relocation Estimate section of the estimate.
  
  Optional ******************** and Additional fees (if applicable to the move): It is customary for the carrier to offer additional service options to the customer. Optional services include, but not limited to, storage, packing, materials, unpacking, appliance servicing, shuttle, long carry, rigging hoisting and lowering, wooden crating, exclusive use of vehicle, guaranteed delivery, etc. If the customer orders an additional service or an additional service is required to complete the move then the charge for the service will be added to the final bill. Optional Accessorial post contract services not included in your estimate include:
  First flight of stairs is included(12 steps), each additional flight is $75.00.
  Long carry: first 100 feet are included, each additional 100 feet will be charged $75.00 per 100 feet.
  Shuttle service: if a carrier vehicle cannot get reasonably close to a building or house for loading/unloading, a shuttle truck may be required to perform relocation at a minimum charge of $450.
  ******* of fragile/delicate items (such as TVs, glass, etc.); packing and crating services not already listed within proposal; loading of bulky items (such as a motorcycle).
  ******* supplies such as boxes, bubble wrap, etc.
  For full packing service: All labor and materials to pack all boxes, fragile items, and furniture listed. If additional items are added at time of pick up, then the total price for full service packing will be increased and adjusted by the guaranteed rate provided. A new agreement will be presented at time of pick up.
  Storage and redelivery services, unless listed in Estimate Total.
  ***** OF PAYMENTS: Upon booking a 15% deposit (plus binding estimate fee) is required to be paid in the form of  Paper Check, ACH, Zelle, Cash App or venmo . At pickup, 50% of the balance is due in the form of certified check, cash, or postal money order. At delivery the balance is due prior to unloading in the form of *********** Money Order or Cash only. The carrier reserves the right to collect up to 70% of balance due prior to the goods leaving the origin state. Subject to federal law, payment in FULL of all charges is required before delivery and prior to unloading Subject to the 110% law, if applicable. All charges are based on the carrier's full tariff rates. If payment is not made then the carrier may place the goods in storage until payment is made; in such case the customer will be responsible for all storage and redelivery fees.
  
  THE PROVISIONS OF THIS AGREEMENT, INCLUDING ***** AND CONDITIONS CONTAINED: HEREIN REPRESENT THE ENTIRE UNDERSTANDING AND AGREEMENT BETWEEN United Moving Management LLC   AND THE CUSTOMER WITH RESPECT TO SUBJECT MATTER. THIS SUPERSEDES ALL OTHER NEGOTIATIONS, UND REPRESENTATIONS (IF ANY) MADE BY OR BETWEEN SUCH PARTIES,INCLUDING ANY REPRESENTATIONS MADE BY ESTIMATOR. IN THE EVENT OF ANY CONFLICT BETWEEN THE ***** OF ANY/ALL ESTIMATES AND THE BILL OF LADING, THE ***** OF THE BILL OF LADING WILL ATTAIN PRIORITY. THIS AGREEMENT MAY NOT BE AMENDED ,SUPPLEMENTED,OR WAIVED ORALLY. IF THE AGREEMENT IS ALTERED IN ANY WAY IT MUST BE IN WRITING, SIGNED BY BOTH  United Moving Management LLC  AND THE CUSTOMER, BY MAKING CERTAIN REFERENCE TO THIS AGREEMENT.
  
  Services rendered by United Moving Management LLC entail, but are not limited to, compiling an inventory, pricing the move, dispatching/brokering the move to a licensed interstate moving carrier, ensuring the customer understands the ********************** process, relaying pickup/delivery messaging, assisting customer with potential claims, and acting as the customer's advocate. Customer understands the deposit paid to ******************** is for services separate from the actual moving company.
  
  PACKING YOUR GOODS: ******* services, materials, and unpacking services, are available at an additional charge and are only included in this estimate if the services are specifically listed on the Relocation Estimate section of the estimate.
  
  ABBREVIATIONS and DEFINITIONS: Motor Carrier or Mover is the actual moving company performing packing, loading, storage, transportation, and offloading services. Customer or Shipper is the customer who contracted with the mover to perform interstate domestic moving services. Broker or shippers agent is the customers coordinator for the move who issues the estimate and brings the customer and the mover together. The broker is not a party to the contract for moving services (bill of lading) between the mover and the customer. Articles listed as follows: Articles listed as CP = Carrier Packed; PBO = Packed By Owner; PO = fragile item to be wrapped with Pads Only per customer.
  
  CERTIFICATE OF INSURANCE: Some buildings require a certificate of insurance from the mover. Please check with your building management at both current and new locations regarding their requirements. Please notify your Relocation Specialist and we will be glad to assist you. Note: A fee may apply depending on building requirements.
  
  PARKING RESTRICTIONS: Customers must confirm parking restrictions with the building/s management or local police department at both current and new locations in order for the carrier to avoid parking violations. If the truck physically or for reasons of parking restrictions cannot park close enough, Long Carrying or ********************* charges will apply and added to the original agreement.
  
  FURNITURE TRANSPORTATION: The motor carrier requires that all drawers must be emptied prior to the day of move. Furniture with full drawers will not be transported due to high risk of damage to the actual furniture, premises walls and floors.
  
  UTILITIES/APPLIANCES: Make sure that all of your utilities and appliances will be turned off and disassembled from electric, gas and water connections prior to the day of your move. We do not disassemble or reassemble any utilities or appliances at both current and new locations on the day of your move-out or move-in.
  
  VALUATION: The carrier provides two valuation options: Limited liability and full replacement value (FVP). Both plans cover furniture and boxes packed/unpacked by the carrier. We suggest you purchase third party insurance to protect your property. Please read carefully before making your selection. Subject to the minimum valuation of $0.60 per pound per article and in compliance with and subject to the provisions of 49 CFR Section 375.701(a), Carrier cannot control whether proper packing methods are used by shipper, therefore on boxes packed by the owner as well as pressed wood (particle board) furniture, fragile or brittle items such as glass, china, ornaments, etc.; liability is limited to $0.60 per pound per article. Carrier, or its representative, has the right to inspect and repair any alleged damage. Consumer shipper waives all claims against Carrier and  United Moving Management LLC   for any damage to the interior or exterior of any residence including, but not limited to walls, floors, ceilings, stairs, banisters, carpets, plumbing, doorways, driveways, walkways, landscaping, etc. In addition, customers agree and are not permitted to move and we will not accept, transport, or store and have no liability whatsoever for firearms, jewelry, cash, bank notes, any financial instruments, hazardous materials, pets, liquids or perishable items.
  
  ESTIMATED PICK UP AND DELIVERY SCHEDULE: Pickup and delivery dates are not guaranteed unless the optional ************************** (P.G.S) is purchased. Standard Service (S.S.) period is approximately thirty business weekdays, not including storage time, beginning on the first date indicated as available for delivery (not the date of pickup). The date indicated as 1st available for delivery is the first date of the delivery window, as estimated. Estimated delivery period is up to thirty business days from date indicated as first available for delivery. All estimated time of arrivals are subject to change depending on many factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected delays.   
  REVISED WRITTEN ESTIMATES:  If prior to or on the day of the scheduled pick-up the shipper tenders more property or makes a change to the initial order for which they received an estimate; Carrier, or its representative, may either (1) undertake the job with the additional property, in which case the shipper would only be required to pay 10% more than the initial estimate to receive the property on a non-binding estimate or 100% of the binding estimate and the remaining balance will be billed after the 30 day deferment. Or (2) Carrier and shipper may execute a Revised/Rescission document, PRIOR TO LOADING OR OTHERWISE BEGINNING THE **** this revised written estimate given prior to loading will serve as the only active estimate for which charges will be calculated.
  AGREED MANDATORY CHOICE OF LAW, VENUE AND JURISDICTION. If a lawsuit becomes necessary to resolve any dispute between  United Moving Management LLC  , and shipper, said suit shall and must only be brought in circuit or county court in and for *****************, *******. Suits involving disputes over interstate shipments must be limited to the governing federal law. Both parties agree to submit themselves to the jurisdiction of the ************** and agree given the relationship to the state, such exercise is reasonable and lawful. Shipper consents to jurisdiction in *****************, ******** 
  AGENTS: Carrier may use agents/independent subcontractors on all orders. Additionally, unless the customer purchased an exclusive use of the vehicle option, there is no guarantee that the property will not be temporarily stored or offloaded and reloaded onto a different vehicle then performed pickup and consolidated with other shipments.
  CLAIMS: United Moving Management LLC  is not responsible for any acts or omissions of the carrier or its employees or agents. Customer agrees to exclusively pursue the carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims. Carrier shall not be liable for the loss or damage of the goods unless a claim is made in writing supported by proof of ownership, value, and weight. As a condition precedent, all outstanding monies due for services must be paid in full before any claim can be made. Claims must be filed within 90 days of delivery or demand thereof is refused and must be limited to the destination descriptions of damages for each item on the inventory logs. All damages and missing items must be noted on the inventory logs. Damage indicators must specify each item damaged at the time of delivery. 
  SUMMARY OF DISPUTE SETTLEMENT PROGRAM: Summary of dispute settlement program:  The neutral arbitration program has been designed to give neither party any special advantage.  If a dispute arises between Carrier and the shipper arbitration may be a mutually beneficial alternative to help resolve the dispute. Section 49 CFR Section ******* provides that a mover must have a program in place to provide shippers with an Arbitration alternative.  Arbitration is optional and not required under Federal law.  A. Summary of the arbitration process: Arbitration is an alternative to courtroom litigation. It provides each party to the dispute to present their cases and allows a neutral third party arbitrator to make decisions as to the merits of each sides case. Arbitration subject to this agreement shall be conducted via written submission and, subject to the arbitrators discretion, through telephonic appearance.  After the initial filing fees have been paid and the arbitrator selected, the initiating party or Claimant must submit a written brief summarizing their legal position and factual claims. All supporting documentation must be included with the initial arbitration brief.  Copies of all documents must be submitted to all parties involved in the arbitration. Upon receipt of the Claimants arbitration brief and supporting documents, the responding party or Respondent will have 30 days to file their responsive arbitration brief and supporting documentation.  Further deadlines and timetables are subject to the arbitrators discretion.  B. Legal effects: If the arbitration alternative is chosen, then any decision made by the arbitrator may be binding. Additionally, an arbitration decision may not be appealed in a court of law. All parties agree that the Arbitrator's decision will be based exclusively on the governing United States Federal Law without regard to conflicting State laws or regulations. C. Applicable costs: Each party is responsible for their own costs associated with arbitration. A benefit to the arbitration alternative may be that it is less expensive than traditional litigation. Each party is responsible for 50% of the costs associated with securing the arbitrator and 100% of their own expenses, including but not limited to attorney fees.  There is a $250 filing fee FOR EACH PARTY and a supplemental charge of $50 administration fee.  Call the carrier at the phone number in front of this form for ADR processing forms.
  Notice of Maximum amount due upon delivery: Final charges will be based on actual weight or cubic feet/volume of property and services provided. Maximum amount demanded at time of delivery, prior to unloading, is the amount of the non-binding estimate plus 10%; or 100% of the binding estimate. Actual charges may exceed the amount of estimate if additional services were ordered or required to be performed; if a customer moved additional items, weight, or cubic feet; or if extra service options such as packing or storage were necessary.
  NOTICE AND WAIVERS:  Customer has agreed to receive and subsequently received the ***** publications "Your Rights and Responsibilities When You Move " as well as "Ready To Move" and "Tips For A Successful Move" . Additionally, In accordance with 49 CFR 371.113(c)(1) and 49 CFR  375.401(a)(2), customer agrees to waive a physical survey of the household goods and alternatively agrees to receive a Binding Estimate based upon the customer provided item list of property to be transported and services ordered. The terms of this estimate and all services to be provided are subject to the carrier's tariffs, incorporated by reference and available for inspection upon reasonable request at the carrier's offices.
  VERY IMPORTANT - IF YOU ADD ***** AT PICK-UP OR IF THE ***** ARE A DIFFERENT VOLUME AND/OR WEIGHT FROM WHAT IS ITEMIZED ON THIS ESTIMATE:
  The mover may provide you with a revised estimate
  DO NOT allow the mover to load the truck or perform any services before you agree in writing to the new estimate
  If you have not signed the mover's revised estimate, and the mover loads the truck, then Federal regulation requires that the mover has reaffirmed the original estimate and cannot demand additional payment at delivery for the additional items. Any balance due above the binding estimate would need to be billed by the mover thirty days after delivery.
  This is why we ask you to notify us of modifications at least 3 business days before the scheduled pick-up date, to avoid surprises at pick-up! On the day of pick-up, your ******* may offer you a new revised estimate listing all costs for the entire move including the additional services ordered or additional items to be moved, if any.  The total price will be the same as the price listed on this estimate if your inventorys estimated weight/volume has not changed and if you do not require additional services. If your inventorys estimated weight/volume increases or if you require additional services, however, then your price may change based on the rate per pound and/or cubic feet stated in this estimate.
  Accurately conveyed inventory:  Customer/shipper agrees that the inventory and services requested that have been provided to  United Moving Management LLC  on this written estimate constitute an accurate and honest inventory and size of every item to be shipped.  Customer understands that having waived a physical survey,  United Moving Management LLC   can only account for the items listed on this estimate.
  By signing this Binding Estimate for Services, customer is acknowledging and agreeing to the following:
   As a properly licensed interstate broker,  United Moving Management LLC   is not a motor carrier and will not transport an individual shippers household goods, but will coordinate and arrange for the transportation of household goods by an ***** authorized motor carrier, whose charges will be determined by its published tariff. All estimated charges and final actual charges will be based upon the motor carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker,  United Moving Management LLC   is not responsible for any acts or omissions of the motor carrier or its employees or agents. There is no agency or subcontractor relationship between United Moving Management LLC   and the moving company.  It is the customer/shipper's sole decision to enter into a contract for moving services (Bill of Lading) with the moving company or not.  This document is an estimate only.  United Moving Management LLC   is not a party to the contract for moving services (Bill of Lading) between the moving company and the customer/shipper. The customer agrees to exclusively pursue the motor carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.
  CANCELLATION OF SERVICES:  Customer/Shipper agrees to  ********************   cancellation policy as well, which reads, "If electing to cancel your move with   United Moving Management LLC  , written notification must be sent to ***********************************  Cancellation requests made subsequent to the 48 hour cancellation period are non refundable, however, cancellation requests made subsequent to the 48 hour cancellation period will receive a credit toward a future move with  United Moving Management LLC. Cancellation requests received within 48 hours of signing the original agreement with  United Moving Management LLC  will receive a full refund, minus 20% for processing fees and internal resources. If your first scheduled pick up date is within seven (7) business days of electronically signing the original  United Moving Management LLC   estimate agreement, and customer/shipper requests to cancel, the deposit is non-refundable for scheduling and routing purposes.
  The time period for cancellation request does not restart when a contract is amended and resigned. The cancellation window commences at the time the contract was originally signed. 
  IF PICKUP IS REFUSED BY CUSTOMER FOR ANY REASON, THE DEPOSIT IS FORFEITED. ALL DEPOSITS WILL SHOW ON YOUR BILLING CYCLE AS  United Moving Management LLC  .
  All cancellation or refund requests MUST be sent in writing via email to Support . Any cancellation or refund request received after normal business hours, after 6 pm Eastern Time, will be deemed received on the next business day (Federal holidays Excluded). An estimate/order also may not be cancelled and deposits are not refundable after the mover has arrived at the pick up location.
  
  

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22532685
  
  I am rejecting this response because:

  the list provided didnt change , we didnt add any item all was exactly the same as was advised with the agent ***** , we provide size of bed and details of all items , when we offered more details he got upset and mention that he doesnt need any of that.

  As I mentioned , I have all on file and I can provide proof 

  Still dont have the copy of the contract signed , which was promised and never sent 

  Sincerely,
  
  ********* *******

  Business Response

  Date: 11/14/2024

  The last response is the complete contract signed by customer***this is the confirmed electronic signature that customer denied signing**Document Emailed On: Saturday, 10/05/2024 09:02:55 PM (ET)
  Document Signature Name: ********* *******
  Document Signature Email: ****************************
  Document Signature Date: Saturday, 10/05/2024 09:06:52 PM (ET)
  Document Signature IP Address: ************
  Internet Browser: Safari

• Initial Complaint

  Date:10/01/2024

  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 engaged the company for moving services on 8-21-24. I canceled said contract on 8-29-24. VIA text, email and personal phone call. I was advised on 9-3-24 by **** ******, that they would mail me a check for my $350 deposit. The refund was never received despite my numerous emails and phone calls to the company. At each point of contact I was advised the check would be mailed. This is well over a month and I still have not received the refund or any contact from the company.

  Business Response

  Date: 10/08/2024

  "We sincerely apologize for the delays in processing refunds and compensation. Our internal billing office is working diligently to get back on track. We have been affected by the recent hurricane and the approaching hurricane. We advise all current and present customers to be patient. Once the storm has passed, everything will be rectified."

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22364631
  
  I am rejecting this response because:
  My request for a refund and correspondence received from the company was a month before the hurricane arrived.  I appreciate their response to my complaint, but I do not want to close out this process until I receive my refund.
  Sincerely,
  
  ***** *****

  Business Response

  Date: 10/14/2024

  The billing department will reach out by 10/18 with tracking number  for refund check. Unfortunately, we have delays due to the impact of the hurricanes.

  Customer Answer

  Date: 10/15/2024

  I would like to keep this case open until the refund is received. Im concerned that if I close before check is received, they will never send it.

  Business Response

  Date: 10/21/2024

  I spoke with customer directly and refund check will arrive October 22, 2024 via ****

  Customer Answer

  Date: 10/28/2024

  On October 18, 2024 I received a phone call from the company advising that they were putting a check in the mail that day and would send me a tracking number.  Today is October 28th, ten days later, and I have still not received a tracking number or a check.

   

  Business Response

  Date: 10/28/2024

  I PERSONALLY MAILED OUT REFUND 

   

                                   TRACKING9539071052701748008140

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22364631
  
  I am rejecting this response because:
  Tracking number was never provided to me until just now.  Post office did not deliver.  I have requested redelivery.  Had I received the tracking number, I would have picked up at the post office.  I fear it may now be lost.
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/30/2024

  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.

  Placed an order on 8/27/24, to have a few pieces of furniture transported from ******* to *******. Paid over the phone via electronic check.. Never received a confirmation email and the company would not return our phone calls. The day of pickup, no one showed up and no response from the company.

  Business Response

  Date: 09/04/2024

  After conducting a thorough investigation, it has been found that the customer made the booking just a few days prior to the scheduled pickup, as stated in the signed agreement's cancellation section. According to our policy, any moves booked and scheduled for pickup within 7 days are nonrefundable due to the time and expenses involved in accommodating such short-notice moves. In this case, we rerouted a truck and traveled 700 miles to fulfill the job. We also called 24 hours prior to the scheduled move time, but the customer informed us that they had already relocated. This unexpected cancellation disrupted our entire route, resulting in expenses totaling $2000....

  Customer Answer

  Date: 09/26/2024

  The company did not provide the service I paid for and I want a refund. I feel I was defrauded and all I want is a refund for services not provided.

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22221637
  
  I am rejecting this response because:

  The company did not provide the service I paid for and I want a refund. I feel I was defrauded and all I want is a refund for services not provided.
  
  Sincerely,
  
  ******* Hiobson

  Customer Answer

  Date: 09/29/2024

  I still have not heard from this company concerning compensation or refund for the advance payment of $758.00 received from me for moving services not performed by their company or any affiliate of the company. 

  Business Response

  Date: 10/04/2024

  The customer needs to acknowledge that the crew drove several hundred miles to accommodate a last-minute pickup. There were many expenses incurred, for example, gas,  tolls, and the crew that drove. We were punctual with the move date and did everything according to the signed contract...

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22221637
  
  I am rejecting this response because:
  I paid for a service that I didn't receive. I paid $753.00 in advance to secure this company's service. They were very communicative up to the point that they received and cashed my check. After calling the company office several times during business hours and no answer I thought I had been scammed. 
  Sincerely,
  
  ******* Hiobson

  Customer Answer

  Date: 10/07/2024

  You are as full of s*** as this s*** company. You and this company are useless to consumers and *******. I was defrauded with no recourse.

   

• Initial Complaint

  Date:07/30/2024

  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.

  Originally set up our move on July 11th. We had a call where we were told given our items we would have to pay $2,000 for our move from ************* to ********. We were told that movers would take care of disassembly and moving of our items and that we would not be charged any additional fees unless we added more items. We agreed and sent a deposit. The following weekend we received a call to assign our actual moving company and were told that there would be fees for stairs and for disassembly which we were not told in the initial call. After pressing on this issues they said the miss understood and there wouldnt be fees (I believe if we moved forward we would have been charged exuberant fees for these task) . When the agreed to our original agreement we moved forward. Upon receiving our bill of landing I looked up our assigned movers and decided that enough red flags had been seen. The movers have had not a single positive review many complaining of broken, missing, and stolen items. At this point we decided to cancel our pick up and choose another option. The reason I am requesting a refund is this entire operation is designed to get people on the hook with deposit and keep charging exuberant fees until you end up paying more then you would have payed getting more space and a better product else were. If all of the fees and gotchas were mentioned in our original call we would have not moved forward. During our original call we specifically asked about these types of fees and were told they would not apply. That is why we are requesting a full refund of our deposit and the addition of a warning for this company

  Business Response

  Date: 08/01/2024

  I would like start off by saying thanks for the input. But everything was outlined in the contract signed ,agreed by customer. The customer cancelled outside the cancellation window ,did not allow us to provide options to have a opportunity to reassign a different carrier that could have been more favorable to their likings .The original carrier assigned is graded " B " with the better business and serviced around 250 moves for us this year so far. Also , has been in business  for 10years plus.

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22067364
  
  I am rejecting this response:

  The representative we spoke with contradicted what was outlined in the contract. We also were not aware of the movers assigned with DOT ******* until a few days prior to our scheduled pickup date which falls outside of the original refund window. How is a person supposed to be able to vet the people getting there possessions and make a judgment without the pressure of a sunken cost. The *** of United moving management is also directly connected to *************************** who is currently under investigation for this exact same fraud using deception ******************************************

  please send me a refund

  Sincerely,
  
  *******************************

  Business Response

  Date: 08/07/2024

  We have satisfied all customer's conditions and customer agreed to remove complaints filed we BBB.

  Business Response

  Date: 08/07/2024

  .We have satisfied all customer's conditions and customer agreed to remove complaints filed wIth the BBB.

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired united moving management to move from wv to il. I was matched with 7nited moving they told me the charge was going to be under 5000 but the price jumped up 3 times totally *****. Now our truck full of stuff is in another state and we cannot get answers to where all our things are. They have had them since the 20th of July and will not answer on when we will get it. We have thousands of dollars on that truck and now having to spend thousands more to live til we get our th8ngs. I need my things back. The check cleared Monday.

  Business Response

  Date: 07/29/2024

  THE CUSTOMER WAS CHARGED ACCORDINGLY BASED ON CUBIC FEET AND DELIVERY TOOK PLACE ALREADY.

  Customer Answer

  Date: 07/29/2024

  We never received the delivery. They are saying it was delivered but it was not.

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22038771
  
  I am rejecting this response because:

  We never received the delivery. They are saying it was delivered but it was not.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 07/31/2024

  Here is proof that the items have not been delivered.

  Business Response

  Date: 08/01/2024

  I would like to start off by saying that , I had the wrong customer when I replied to this complaint. We serviced another ***************************** and I got them mixed up. That being said , the items are scheduled to be delivered by Sunday August 4. The reason for the delay is due to the fact that we were waiting for the check issued ,by customer, to be cleared. 

  Customer Answer

  Date: 08/04/2024

  Today is August 4th. So far it is 1:15 pm central time. I have received no calls no messages no information about my moving truck with my things. I called the movers and received no response. I called united moving customer service and was told they don't know where my th8ngs are but they are safe and they are sure I will get a call back and sorry for not having transparency. This is unacceptable.

  Customer Answer

  Date: 08/08/2024

  Hello. It has passed August 4th. The check cleared July 23rd. I was told it would be 3 to 5 days after. Then was told another 2 days for the drive. Then I got a bunch of voicemails instead of being able to talk to anyone. I received a call from ****** on Monday Aug 5th saying my items would be here we'd or Thursday that I would get contact from the driver the day before. I have yet to hear from the driver and it is now Thursday. This company has lied multiple times and If my items do not arrive by 5pm central time I will be calling the cops.

  Customer Answer

  Date: 08/08/2024

  I received another phone call from ******. I am now being told the truck with my items on it has broken down and now needs another truck to go and transfer our things to. I'm now being told another 3 days hopefully. At this point I'm considering my items stolen.

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22038771
  
  I am rejecting this response because:

  Hello. It has passed August 4th. The check cleared July 23rd. I was told it would be 3 to 5 days after. Then was told another 2 days for the drive. Then I got a bunch of voicemails instead of being able to talk to anyone. I received a call from ****** on Monday Aug 5th saying my items would be here we'd or Thursday that I would get contact from the driver the day before. I have yet to hear from the driver and it is now Thursday. This company has lied multiple times and If my items do not arrive by 5pm central time I will be calling the cops.
  
  Sincerely,
  
  *****************************