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:08/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********* move from ********, ******* to ******, ******* June 2023:After many thorough conversations with UNITED PRO VAN LINES regarding our items to be moved we were quoted 407 cf with an estimated total moving cost of $2000. United Pro Van Lines set up our move with *********************** AND TRANSPORTATION. When they arrived at our home in ******* the mover asked me to sign the Interstate Bill of Lading Contract. The only numbers on the contract when I signed it was the Cubic Feet Charges of 407 @ **** per cu ft. total $1028. I then signed the contract.The movers had our allotted space in the truck roped off and showed us multiple times that we had plenty of space. He had a rope hanging in the truck that we could not go past or we would be over the 407cf. Once all our items were loaded and we were once again told we had plenty of room left we opted to add a few additional items, such as bulk ****** toilet paper and bulk ****** paper towels. The mover then shut the truck. He then informed us that we went over the number of items quoted and it would be an additional $422. Now totalling $2422. We were shocked because no one had ever mentioned number of items we were only told we had 407cf in our quoted move. We were told before he shut the truck that we were still behind the rope and under our quoted 407cf. We then demanded that he open the truck so that we could take the additional items off. We were not going to pay $422 more to send items such as toilet paper. He then added the additional numbers to the contract I had previously signed. I did not sign anything after he added the new updated total. He told us that he was not allowed to open the truck door once it was closed. We told the driver we needed to call the moving company and we immediately called ****** with ************************************************* and while we were on the phone with her the driver drove away with our valuables! This was the beginning of our nightmare move. ****** with United Pro Van Lines told us multiple times she would review the Interstate Bill of Lading Contract and get back with us. Of course we never heard anything. Our hands were tied. The moving company, *********************** AND TRANSPORTATION had our valuables and we just wanted them delivered safely.Our valuables left our home in ******* on 6/21/2023 and did not arrive at our ******* home until 7/14/2023 at 8pm (our first date listed for delivery was 6/26/23 so this was 19 days later) I was told on average it would take about 4 days. I was never informed that it was a shared move and could take this long. On two different occasions we flew to ******* awaiting our items which never showed. There were lots of expenses in flights, hotels and rental cars.When our long awaited valuables finally showed up in *******, the first thing I noticed when the movers opened the truck were our couch cushions unwrapped and laying on the floor of the dirty truck! We had just purchased a brand new Pottery Barn sectional, dining table, console table and bench. They were in perfect condition when they left our home in *******. All items were delivered damaged and beyond repair. To replace the couch alone would be over $6000 and we will be lucky to get $200 back from the insurance. I realize now we should have purchased additional insurance. I was only told multiple times by United Pro Van Lines that we were completely protected with up to $10,000 in insurance that was included in our move. I was never informed that I would only actually get .60 per pound. The movers on the drop off told us that all of our furniture should have been wrapped in blankets. None of our furniture was wrapped or protected. It looked like someone just threw it in the truck.. The couch has multiple tears, grease, and dirt stains. The tables are chipped and dented. We are heartbroken over this move. We spent years saving for our retirement home and picked out the perfect furniture and it was not handled with care. Ironically, the toilet paper and paper towels we tried to remove from the truck never showed up. We also had a brand new twin mattress and garage shelves that did not show up either. We feel like we were misled, lied too and taken advantage of. At minimum we should be refunded the additional $422 in addition to the furniture insurance that was added on at the end. The receipt for the Pottery Barn furniture totals $4877.71 (I purchased it during a sale). To replace the items today it would cost over $9,754. As they are not on sale any longer. I am asking the moving company for a full refund of $2422.40 for the disaster move. I hope there will be further investigation into both of these companies. No one should go through the stress of this. If we were to do it again, we would rent a truck and move our items ourselves. At minimum the sales staff at United Pro Van Lines needs to be educated. I will begin sharing our story on as many social media platforms as possible. I do hope the United Pro Van Lines will do the right thing in compensating us for our losses. PLEASE INVESTIGATE THE FOLLOWING COMPANIES:United Pro Van Lines ************* ********************************** www.unitedprovanlines.com ******: ******* MC: ******* *********************** AND TRANSPORTATION ************ DOT #******* MC# ******

  Business Response

  Date: 08/15/2023

  Good Afternoon BBB Representative and *****************************;
  We have had an opportunity to review the client's file and the events that have led up to this point, there seems to be a lot of information that has been provided to support all parties involved (client, carrier & broker). We do understand that the client has experienced some frustrations regarding the events that have taken place; the file begins with the client,   *************************; requesting a quote and then booking relocation services with United Pro Van Lines (UPVL) on Friday, 06/09/2023.  ***** signed a Binding Moving Estimate Agreement/Contract Friday, 06/09/2023 06:44:36 PM (ET) that reflects the estimated move date of  Saturday/Sunday 07/01/2023-07/02/2023, a space reservation for 404 CF at the locked in rate of $4.00 per CF, going from ********, ** ***** to  ******, ** ***** which is approx. ***** miles.  Client's Contract has an Articles List 10 Items, 32 Pieces.  The client secured a deposit with UPVL for $350.00 through our processor.  This *** Agreement has   Robins  *********** displaying that the customer has agreed to the Company Policy Terms & Conditions within this contract. The client also agreed to the payments Terms & conditions when submitting the Credit Card Authorization Form which the client fills out on their own accord via a secure  payment link.   Our ************** assigned the carrier  *********************** AND TRANSPORTATION to execute this relocation by sending them a Job Acceptance Form (JAF) which was accepted and electronically signed by their staff on 6/11/2023.  

  After the initial reservation was completed with the Booking Agent, Gabe - the Customer has an obligation to keep our office updated with new developments, revisions and/or changes that *** affect the outcome of her move.  As **************** broker, we were able to make the appropriate accommodations for the day of pick up.  Also within the Terms & Conditions listed in the moving policy, we display in detail a realistic expectation of delivery timeline based on the customers distance to be traveled, the size of their shipment and the customers first available date for delivery.  Shipments that are smaller are grouped together, all separated by numbered allotment stickers placed into a semitrailer with similar sized shipments going in a similar direction.  It is not fuel efficient to send small shipments to their destination by themselves.  We are able to offer savings on the overall cost of the move by pairing loads together in a semi trailer. UPVL also reviews delivery timelines expectations.  400 CF going ***** miles is estimated   in writing:  ***** - ***** MILES **** BUSINESS DAYS from the first available date for delivery.    Based on the customers input within the complaint, our first date listed for delivery was 6/26/23 so this was 19 days later.  Our valuables left our home in ******* on 6/21/2023 and did not arrive at our ******* home until 7/14/2023 at 8pm.   *** **** business days  from 6/26/23 is Fri. 6/30 (5 business days) to Thursday 7/13 (14 business days). *** 

  Per the clients claim, the delivery arrived 7/14 at 8pm, the carrier arrived 1 day outside the estimated timeline our office placed in writing within the policy.  HOWEVER, based on the ***** & DOT Regulations, the carrier are allowed to utilize up to 21 business days to deliver a customer from their first available date for delivery.  In this case, the carrier did not use 21 business days, they arrived 15 business days from the first available date they were able to accept their belongings from the carrier. We apologize that you were without your goods for those 15 business days, but the carrier and the broker were not operating in malice.  All details were provided up front to the shipper during the booking process. 

  When discussing the claims process and reimbursements for lost or damages, in the **** OF LADING it states very specifically, that all claims must be filed directly with the carrier since they were the entity to perform the relocation.  If the customer elected the Valuation Coverage that states clearly in the documentation, $.60 per pound per article up to $10,000 in coverage.  The alternative option is Full Value Coverage which is not free of charge. To have additional coverage, the shipper will be obligated to pay for premium payment to the carrier prior to the shipment leaving the origin address.  ************ carries an additional fee for the additional full value coverage.  If the shipper is disputing the additional fee of $422 for additional items placed on the truck, more than the items listed on the policy, it typically means the shipper will not pay for the Full Coverage Protection.   

  Also the shipper signed the Bill of Lading, agreeing to the services and their corresponding fees.  We were not onsite to dispute the shippers account of the events, we must abide by the signed paperwork.  We apologize that you believe you were not provided the service you anticipated.  Under a thorough review, the documentation reflects that the broker and carrier followed the paperwork as instructed. We advise you to contact the carriers insurance company to discuss the claims process and their offer based on the elected coverage signed for on the paperwork. UPVL has a documented account of all communication with the shipper going over all the matters as listed all while abiding by our Terms & Conditions listed with the *** Agreement as indicated in both signed copies attached for review.  We are more than happy to point the shipper in the correct direction to get the matters resolved with a claim for lost or damages.  We are not responsible due to the signed BOL with the carrier showing they have the accountability for this relocation from origin to destination. We will continue to monitor or assist if necassry.  Thank you 
  

  
  

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20450503
  
  I am rejecting this response because the number of items were never mentioned until the truck was closed and the driver added additional cost to the previously sign Bill of Ladings contract. He then refused to open the door and allow us to remove items. We were only told that we had plenty of space left in our allotted square footage. This is the only reason the number of items increased. The driver told us we could add more stuff that we were under our allotted 407 cf.  I understand United Pro Van Lines was not on sight, but they arranged Handle with Care movers to move our valuables, so they are responsible for making sure they are a reliable company. I would like to know if United Pro Vans ensured that Handle with Care participates in an arbitration program before contracting them. Under Federal regulations all interstate movers must establish or participate in an arbitration program for individual shippers to resolve disputes about property loss and damage and disputes about charges in addition to those collected at delivery. Regulations also require your mover to provide you with information about their arbitration program before you sign a bill of lading. We were not given this information. As we are aware that on page 17 of the US ********** of *********************************************************** (FMCSA) Rights & Responsibilities booklet. 

  Please provide us with the Arbitration program Handle with Care Movers participate in.

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

  Business Response

  Date: 08/21/2023

  We understand that the dispute for the additional funds for the extra items are involving the carrier.  ******************** Team is equipped to assist in matters such as these for a positive resolution.  As your broker, we advocate for the shipper to the carrier so all parties can find a solution to the ongoing dispute.  Your file has been reviewed ******* times by the agent and can have Mgmt. look it over for you.  Again, the matter is a dispute between yourself and the carrier.  UPVL prepared your estimate based on the specifications you provided.  We adjusted your paperwork to reflect an estimated volume you would need when transporting your goods. The carrier is an independently owned and operated company that abides by gyuidelines and regulations as well.  If you had more items that listed on the paperwork, the carrier can charge additonal fees to accomodate those items for transport. Our Customer Support Team can review these matters with you.  Please call our toll-free number during regular business hours and any Agent can assist you.

  Thank you 

• Initial Complaint

  Date:07/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired United Pro Van Lines to move us from ********** to Washington in June of 2023. They conducted a phone interview/inventory for 1 hour . This call established a inventory list and a price. We gave them a deposit and a two day "move window" was established. About 30 days later we got a call, finalized the inventory (a little - stuff that wasn't on their inventory) and got an updated price, which almost doubled. When we questioned the inventory list we discovered that there was a recording of the original conversation. After reviewing they informed us that the agent that had originally called us had been suspended because the inventory list had been adjusted fraudulently. After much discussion we settled on the almost doubled price.One day before the actual move we received a call from a completely new company and person that said they were our mover, and had only been notified of our move the previous day. About noon on the 2nd day of the move window we received a call that he was running late but would be there later that day. When he arrived after surveying our furniture he said that he was unable to move us because the pickup truck and trailer he was hauling already had part of another load in it and he didn't have room for our stuff. After 2 hours of conversation with him, his broker and the United Pro Van Lines, it was confirmed that they could not move us and that if they did it would be later that week and the price would go up again. We said no. We moved ourselves in a box truck that they said our stuff wouldn't fit in. They have REFUSED to give us back our $2500 deposit. The delay cost us significant financial expense and a lot of added stress.This is a crooked company with a very aggressive policy that takes advantage of customer trust, and IGNORES rules of professional business conduct. I would NEVER recommend them to anyone. BTW, they don't actually move anyone. They own no moving trucks and employ no movers.CUSTOMER BEWARE!!!

  Business Response

  Date: 07/16/2023

  
  Good Afternoon ************* & The BBB;

  We have received notification that a grievance has been filed against our company.  I am reaching out to find out if there is anything that our office can do to assist in this matter.

  We have had an opportunity to review the client's file and the events that have led up to this point, there seems to be a lot of information that has been provided to support all parties involved (client, carrier & broker). We do understand that the client has experienced some frustrations regarding the events that have taken place; the file begins with the client,   ************* requesting a quote and then booking relocation services with United Pro Van Lines (UPVL) on Monday, 05/29/2023.  *** signed a Binding Moving Estimate Agreement/Contract Monday, 05/29/2023 10:41:21 PM (ET) that reflects the estimated move date of Wednesday 06/21/2023 - Thursday 06/22/2023, a space reservation for 750 CF at the locked in rate of $3.50 per CF, going from *******, ** 96001  to  *******, ** ***** which is approx. 663 miles.  Client's Contract has an Articles List 24 Items, 91 Pieces.  The client secured a deposit with AMF for $1,387.00 through our processor.  This *** Agreement has   ******************; E-Signature displaying that the customer has agreed to the Company Policy Terms & Conditions within this contract. The client also agreed to the payments Terms & conditions when submitting the Credit Card Authorization Form which the client fills out on their own accord via a secure  payment link.   Our ************** assigned the carrier  ******************* to execute this relocation by sending them a Job Acceptance Form (JAF) which was accepted and electronically signed by their staff on 5/30/2023.  

  The further indicates that once the reservation had been completed,  a ***************** Call was scheduled for June 15th 6:30pm EST giving the customer a second look at their inventory list for items to be transported.   The records show that on 06/14/2023 11:49:03 am Our Customer ************* received a call from **** wife who advised that escrow fell through yesterday and wants to know what their next step is. Due to the Moving Policys Terms we informed Mrs. ****** that we are able to place the move on hold. Cancellation with full refund is not eligible due to the time period that has lapsed since the original E-Sign date.  Mrs. ****** stated that she would talk to her husband and find out what they were doing. We gave the client the after hours number.

  Per the Agreement to which was signed, the Cancellation policy reflects as follows:  SECTION 8. SHOULD YOU ELECT TO CANCEL YOUR MOVE WITH UNITED PRO VAN LINES, YOU MUST CALL OUR CANCELLATION LINE *************) BETWEEN 9AM AND 6PM EST MONDAY THROUGH FRIDAY, SATURDAY AND SUNDAY 10AM AND 4PM EST WITHIN 24 HOURS OF ELECTRONICALLY SIGNING THE ORIGINAL UNITED PRO VAN LINES AGREEMENT. THIS 24-HOUR GRACE ****** DOES NOT RESTART WHEN CONTRACTS ARE AMENDED AND RE-SIGNED. CANCELLATION REQUESTS RECEIVED WITHIN 24 HOURS OF SIGNING THE ORIGINAL AGREEMENT WITH UNITED PRO VAN LINES WILL RECEIVE A FULL REFUND. CANCELLATION REQUESTS RECEIVED AFTER THE 24-HOUR GRACE ****** ARE NON-REFUNDABLE. 

  We received notification from the client  the following day 06/15/2023 08:58:29 am who texted after hours line, the night prior requesting to change their pickup date to reflect  6/28. I sent a request to dispatch via skype. carrier is on west coast time. Awaiting completion of therequest.  A few hours later, Spouse 06/15/2023 11:21:54 am ******** called in this morning, I explained that we requested the date change already and to please be advised the motor carrier is on PST and that it may be a few hours. She said no problem. I advised the customer I'd call her as soon as I received an answer.   Later that morning; i SENT DATE CHANGE B***/JAF TO CARRIER. CUSTOMER CALLED STATING HE CAN DO 6/21 FOR ** AT 730AM HIS TIME. SENT CUSTOMER ** EMAIL AND PUT ON CALENDAR.  During ** Call; 06/21/2023 11:49:14 am ** done Provided discount of $1200 client is insistent he listed half of this stuff in booking and it just isn't there having audio reviewed. However, *** did sign off on the inventory list at booking.  Will review all recordings to adjust the client's file properly. reviewed booking with Rbirch items listed by customer but not listed on estimate: 2 couches/ 2 ottomans/ 2 chairs/ 5 end tables/ large desk/ 3 lamps double/ double recliner.  

  After the paperwork adjustment and client discount, *** emailed into Mgmt.  Mgmt, confirmed that all appropriate steps were taken to verify the accurate reservation reflected on their Agreement.  Mgmt. added volume, accounted for missing items, charged revision. Updated Est. & JAF were sent to the carrier.  On 06/29/2023 02:21:59 pmUP6544910 - Pick Up Confirmations.   I got a hold of Carrier. They said pick up today between 9am-12pm and they confirmed with the customer. 

  The following day, the carrier arrived onsite to perform services.  Customers did not agree with the Onsite Addendum.   06/30/2023 12:16:15 amCARRIER ATTEMPTED ONSITE REVISION. // **** CF ORIGINAL HOWEVER THE CLIENT HAS APPROX 750CF ADDITIONAL.   NEW SPACE NEEDED = 2,000CF TOTAL NEW TOTAL= $12,500    MINUS DEPOSIT= $2400       /// AFTER 2 HOURS OF NEGOTIATION WITH THE CARRIER, THE CUSTOMER CANCELED ONSITE. CONFIRMATION OF REFUSAL EMAIL SENT.   IMPORTANT NOTE:  THERE WERE A LOT OF BULKY ITEMS AND THE ADJUSTED BALANCE.

  Due to the client decision to cancel onsite; UPVL sent the appropriate information to the customer based on the Terms & Conditions of the Moving Policy with United Pro.  06/30/2023 12:35:08 amUP6544910-*************- CONFIRMATION OF REFUSAL/DENIAL OF SERVICES.  Client received our notification that a refusal to proceed forward with the move when the carrier is onsite is considered REFUSAL and is not refundable.  06/30/2023 03:56:52 pm *** needed to talk about getting deposit back and is moving himself. informed that we do see dispatcher sent an email last night and the best way to communicate the current issues would be to respond to the email. wanted to make sure the calls were recorded.

  Customer ************* Supervisor

  10:58?AM to ***
  Mr. ******,

  Thank you for your email and communication.
  We spoke with the motor carrier on Friday June 30th. The motor carrier explained to one of our supervisors there was additional inventory/cubic footage and as a result of this the price of the move increased. You had a binding to not exceed the estimate withUnited Pro Van Lines based on the items that were given to your estimator upon booking. If any additional pieces, packing services, cubic foot or labor services are added at the origin or destination to those quoted, the customer shall be charged for these services at the governing tariff rates. This is outlined in section 9 of the signed contract. Speaking with the motor carrier due to the increase in cost you had decided to not move forward. If you did not want to add any of the above, we simply would have just remained at your original estimate.

  United Pro Van Lines had reserved a truck, crew and space for your move. Your cancellation was placed outside of the refundable window but also on the day of your move, June 29th. Please understand that the service you purchased is a long distance state to state shipping service. Our movers typically travel hundreds of miles to be on location on the date you choose. Canceling the service you purchased had a negative impact on all parties involved. Payment collected will not be refunded.
  After reviewing your claims and conducting a field report, and everything that is in writing on the binding moving estimate, it's been concluded that we fulfilled our end as outlined and signed for.
  Thank you for your attention to this matter.
  *******************

  We continued to receive emails from *** protesting the companys guidelines outlined within the *** Agreement to which was signed at booking.  During the ** process, we revamped the inventory list, increased the overall space reservation to accommodate the necessary items to be transported.  Onsite, the client's large and/or bulky items needed an additional 700 CF that UPVL was unaware of.  This will be the customers responsibility to pay for the extra room needed on the truck, or make different arrangements for those items if not willing to pay the increased space required.   Unfortunately, the customer did not opt to go with any alternative and cancel onsite.  Doing so placed the REFUSAL OF SERVICE Clause into action, when turning away a carrier who was already at the clients residence, the contract states clearly, no refund is applicable at this point.  Please review the Agreements numbered Terms Which is attached for your review.  Mgmt. has communicated with *** multiple times to advise of this action and the  contract behind the decision.  

  Last notification sent to *** is posted below: 
  07/12/2023 09:20:21 am     ***********************
  9:19?AM
  Mr. ******,

  Please refer back to written communication. Our company must abide by its policies and what is in writing and signed for. The movers where at your origin destination location, there were accessorial fees, the movers were sent away. If you did not wish to pay the accessorial fees we could have just stayed at the original estimate. The cancellation was placed outside of the cancellation window and while the movers were present. The deposit is non refundable.

  At this point United Pro Van Lines considers this matter closed.
  Thank you kindly.
  
  UPVL Mgmt. Team has reviewed and discussed this matter several times and the outcome has remained the same.  We apologize that Mr. ****** was not pleased with the outcome of this matter however, UPVL based its decision on the parameters of the *** Agreement to which we abide by. 
  
  Thank you for your patience & consideration in handling this matter.
  ********************** - Compliance Mgr. 
  United Pro Van LInes 
  
  
  

  
  

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20328947
  
  I am rejecting this response because:

  #1 We wanted to be moved and were ready to be moved. The mover that arrived said he did not have enough room - he was in a pick up pulling a trailer and already had someone's else stuff in it!

  #2 We moved ourselves the next day in less space than he had in his truck, or what was on the contract. See attached photo provided in the original BBB complaint.

  UPVL broke the contract by not coming prepared to move us.
  
  Sincerely,
  
  *************

  Business Response

  Date: 07/25/2023

  Greetings Mr. ***************** us explain in detail what issues you are pointing out so there are no miscommunications.  
  1 - When signing up for a space reservation you are allotted a specific amount of space on the truck that is estimated to fit your needs.  We estimated approx. ***** CF.  to hold your items for transport.  This does not mean that you have exclusivity to an entire truck unless you were receiving a full truck ahead of time. 

  2 - It does explain within your moving policy that any additional volume, Cubic footage, services or packing needed or required that is not listed the client (shipper) is responsible for any overages in cost.  You will find this printed in the *** Agreement you signed a few times, in paragraph 9 half way through the section; IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT, CUBIC FEET OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES.

  Please remember that the carrier picks up multiple customers in a route, separating all clients by the assigned LOT # stickers that are tagged on each of your items and recorded on the Bill of Lading Inventory page. 

  Again, we apologize that you are not satisfied with the outcome of the matter.  Our staff has documented reviewing the policy, terms & conditions with you several times in detail why your deposit is not refundable and United Pro is simply following the guidelines that are clearly stated within the contract you agreed to.  We understand that filing this complaint was important to you, but United Pro has the opportunity to reply with the signed copies of this agreement that we strictly abide by. We will be more than happy to go over these issues once more and you can contact our Staff at the toll-free number listed on the top of the Agreement. 

  *Please look over the uploaded documents to see the full contract and the **Signature reflecting the shipper's details*

  Sincerely,

  ********************** - Compliance Dept.
  United Pro VL Mgmt. 
  

  
  

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20328947
  
  Your first point is EXACTLY why we are requesting a refund. 

  Your mover "estimated" we had more volume than in the contract and didn't have room. We rented a box truck (**** sqft. **** and loaded it ourselves with room to spare (see photo).  In the picture you can tell 20-25% of the truck has not been used. Even using the lower figure of 20% times the ****sqft. equals less than what we estimated. This shows two things: 1) We didn't have near what the mover estimated, and 2) That you could indeed have moved us like you said you would!

  Please honestly evaluate this information again and issue the refund. I understand somebody in your employment made a mistake, why should we be held liable for that? Please do the right thing, we got nothing for the thousands of our dollars you are holding.
  
  Sincerely,
  
  *************

• Initial Complaint

  Date:06/05/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today, June 5th I had a scheduled move with a quote on what my move would cost. Well immediately things were off the dispatch from a company called Crystal ****** changed the cost of my move to a extra $2,000. They informed me that my items were bulk items and how they had to use tape, blankets and other items that was not included. I informed the dispatch that that was not the quote I was given for my move. He then said they would load my inventory and if I need additional space I would have to pay the difference. So I didn't want them to load my items because the price was outrageous and I felt like I was being scammed. The dispatcher then spoke with the driver and he started loading. I then called the dispatch and reassured he was taking the items I was quoted for regardless of their error in which they evidently made with my quote. He assured me that that was the case half way through my house the driver brought me blank papers to feel out with nothing no amount or anything saying that if I didn't sign the papers they could not load my furniture but my furniture at least half of it was on the truck at this time. Now even more red flags. The dispatcher then said I was passed the cubic feet I was my quoted for and either I needed to pay the difference or leave something behind. I was leaving my entire house, just about. I paid $620 for the deposit and the driver locked my items on his truck and the dispatch from Crystal ****** and the agent United Pro Van said that sometimes the quotes change and in order for me to cancel this scam they ran I would have to pay them $600 dollars in order to get my things off the truck. This company scammed me today, held my things hostage and faulted me for a price they gave me. I had to pay with one of the money orders in the amount of $500 and the remaining $100 cash. This is not right and I know is against the law. I would like half if not all of my money from this fraudulent company.Thanks kindly,***************************

  Business Response

  Date: 06/12/2023

  Good Afternoon *************************** & The BBB; 
  
  We are in receipt of this grievance and we have researched the circumstances that *************************** has stated in the complaint. We are here to assist in any way we can however we must go over some of the information with answers why these events took place.  After an extensive look into the shippers file and the events that have led up to this point, there seems to be a lot of information that has been provided to support all parties involved (client, carrier & broker). We do understand that the client has experienced some frustrations regarding the events that have taken place;  *************************** requesting a quote and then booking relocation services with United Pro Van Lines on 05/10/**23.  ******* signed their Binding Moving Estimate Online Document to which UPVL (customers registered interstate moving broker) on Wednesday, 05/10/**23 05:52:27 PM (ET) and  was assigned the relocation services  to ******* MOVERS *** as the motor carrier. The estimated move date of Monday 06/05/**23 a space reservation for 599 cf. (***** lbs) at the locked-in rate of $3.00 per CF going from *********, ** 35072  -to- *******, ** ***** which is approx. 802 miles.  The customer secured a deposit with UPVL for $6**.30 which is documented on their estimate agreement. 
  
  Now that we disclosed the basic information listed on the file, lets review some of the issues that ******* has mentioned.  We want to address all matters and provide clear answers so the consumer understands why these events unfolded. You first mentioned that while onsite the carrier informed you that some of your items on the inventory list you gave to UPVL were classified as bulky items and would carry some additional fees or that these items were going to increase the overall space utilized and you will be responsible for the extra space outside the reserved cubic footage.  This is an accurate explanation in the industry.  Per the Inventory list, your goods are estimated to take 599 Cubic Feet.  The locked-in rate of $3.00 per CF remains the same if you were to take more than the 599 CF.  The rate will not change.  We also must point out to you that within the Binding Moving Estimate (which we also call your Moving Policy) there is a bolded section labeled: Additional fees and *********** Services (if applicable to the move).  The 3rd bullet point states: Items being transported that are non-stackable, are considered "Bulky items". A Bulky item charge will apply for those non-stackable items, as deemed by the mover at the time of pickup. As your broker, UPVL disclosed this to you if this scenario happened, you would be aware of the reason why there is an increase of the overall cost.  
  
  UPVL would also like to bring to your attention the first two bullet points in the Additional Fees section explain in detail the following:  If not included within the agreement, professional packing services are not included. However, it is at the discretion of the mover at the time of pickup to determine if items will require professional packing services. In these instances, additional charges will be applied. These items include but are not limited to the following: televisions, mirrors, glass tabletops, wall art, contents within dresser drawers, etc. ******* supplies, such as bubble wrap, shrink wrap, boxes, packing tape etc. are not included.
  
  So when the ******* of ******* advised you of the increased charges, they fell in line with these services that were not recorded or included into your Moving Policy.  All additional services that are performed have corresponding fees that the consumer will be responsible for.   The Carrier was conducting business according to the policies and services rendered.  
  
  Next, if the ******* loaded your inventory items up to the designated space (599 CF) and then informed you that your furniture has already fulfilled the space reserved on your behalf, the shipper then cn decide to either stop loading & make alternative arrangements for the remaining items to avoid the increased charges for the additional space.  This option keeps the financial breakdown on the Moving Policy exactly the same as you agreed to.  Now yes, you still have other furniture to move, but you have utilized the 599 CF already and carriers can not give away moves free of charge.  The other option is to take the entire shipment and agree to the overages which reflect that you would have required more space (**0 or 300 CF).  They will accommodate your bulky items, including the packing materials used to protect your items and the fuel surcharge to transport the larger load.  The additional $2,000 you contested would have covered all of these areas for a safe transportation of your goods to the delivery destination. 
  
  Moving further along, we see that after the consumer opted not to proceed forward, and requested to have their belongings offloaded,  a delicate process must then take place.  As a company, ******* spent time loading your goods for transport and once decided not to move forward, the crew must perform additional labor offloading the boxes, bins, furniture and other items.  Someone will be responsible for the labor and since it is a common fee for a shipper who changes their mind after work has already been performed.  We understand that you were not pleased with this charge, but the carrier was within the right to charge an individual who has stopped the loading process and wants the work reversed.  Think of it this way, if you were a housekeeper and your customer stopped you halfway through your cleaning routine, you would want to be paid for the work already performed.  The entire home was not cleaned, but the portion that was finished, you would ask to be paid for the work completed.   Similar scenario: These men loaded the 599 CF as your Moving Policy indicates, and per your request, you chose not to move forward due to the cost for packing supplies and materials, the increased space above the 599 CF (which is fine, that is your right to choose that), the carrier advised that their labor rate will need to be satisfied by the consumer. Those funds were paid directly to the Carrier for the work their employees performed. 
  
  Lastly, we need to review why the shipper is not eligible for a refund.  The Moving Policy informs you that if the customer chooses not to proceed forward, we refer the shipper to Section #** which states: AS THE CUSTOMER, I AGREE THAT ANY REFUSAL OR DENIAL OF SERVICE, EITHER VERBALLY IN PERSON OR OVER THE ****** WILL BE TREATED AS A LATE CANCELLATION MADE OUTSIDE OF THE CANCELLATION WINDOW. I UNDERSTAND THAT NO REFUND WILL BE ISSUED IF I REFUSE OR DENY SERVICE DURING THE PICKUP WINDOW. IF I CLAIM THAT SERVICE WAS NOT RENDERED, I MUST PROVIDE NOTICE OF ANY SERVICE FAILURE MADE BY UNITED PRO VAN LINES, IN WRITING TO **********************************.
  
  And the reason is quite simple.  You hired UPVL to arrange, organize and make all your accommodations for this move on your behalf.  We have employees who have answered your phone calls, emails, advised you of every step of the way, assigned a Carrier who has a truck and route that will pick up and transport your shipment to its destination.  We have worked to ensure that you had the best chance of getting your goods moved as requested.  To cancel while the carrier is onsite, means that you have most likely surpassed the Cancellation Policy that allows refunds if the customer cancels WITHIN 24 HOURS OF ELECTRONICALLY SIGNING THE ORIGINAL UNITED PRO VAN LINES AGREEMENT.  That date and time is 05/10/**23 05:52:27 PM (ET).  The date of the events in question is 6/05/23. Unfortunately, you have exceeded the time which you would be eligible for. UPVL is abiding by the Moving Policy that the consumer has read and e-signed in agreement to the terms & conditions within.  
  
  We understand that this is not the preferred outcome that you were seeking but this is what our company contract states in writing.  The event has been documented as a Refusal of Service onsite the day of pickup.  We are terribly sorry that we were not able to accommodate the move at the cost you were anticipating but we must reiterate that your possessions were larger, bulkier and took up more space and therefore the space needed increased which ultimately increased the total cost of the relocation. Please do not forget the materials and packing supplies that were used as well.  ******* Services are not free. We must advise each shipper to read over the terms & conditions carefully.  We have attached a copy of the signed Policy with your E-Signature and IP Address of the electronic device utilized to complete the online document.  After a thorough review, the management team has decided that the customer forfeited their deposit due to canceling onsite when the carrier was in the midst of performing services.  We can not refund any money that was paid to the carrier for the labor costs to unload your items after opting not to proceed forward.  Our Staff has recorded all the events clearly and specifically supports our answer of no refund.  We wish you the best of luck in your future endeavors and UPVL has deemed this file closed. 
  
  Thank you for your time and understanding in this matter.
  Sincerely,
  ********************** - Compliance Mgr.  
  
  

• Initial Complaint

  Date:05/08/2023

  Type:Billing 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.

  ** February 2023, I contacted a moving company to hire for our move in March 2023. The company I called was United Pro Van Lines. To be brief, we subsequently had a contract with this sham moving company to pack and move ** on 14 March, 2023 with 15th March 2023 as a back-up date should their be inclement weather or an emergency of some kind. ** the end, no movers came to our house on either day. United Pro Van Lines was a no-show on both dates written in the contract. They lied several times over those 2 days telling me they will be at my house at this time or that time, but never followed through.Fortunately, we were able to contact our credit card company and have the undeserved, false charges removed... there was a downpayment of $888 and another of two payments for $1500. After initially contacting our credit card company and getting our money back, United Pro Van Lines again tried to have ** charged in the amount of $2388, and again we contacted our credit card company and provided them with proof that the moving company did NOT render any services at all. Meanwhile, we are stuck in a house we just sold and was not even ours by the third s day after so we had no choice to fire United Pro Van Lines and hire new movers from elsewhere.Now, today we receive a threatening letter from **************************. demanding the $2388 payment within in three days or our case will be taken to collections... and no doubt ruin our credit. We need help and advice fast please.Thank you.*******************

  Business Response

  Date: 05/10/2023

  Good Afternoon BBB & *****************;
  
  We have had an opportunity to review the client's file and the events that have led up to this point, there seems to be a lot of information that has been provided to support all parties involved (client, carrier & broker). We do understand that the client has experienced some frustrations regarding the events that have taken place; the file begins with the client,   ***************** requesting a quote and then booking relocation services with United Pro Van Lines (UPVL) on Wednesday, 01/25/**23.  *** signed a Binding Moving Estimate Agreement/Contract Thursday, 02/02/**23 04:40:02 PM (ET) that reflects the estimated move date of Wednesday  03/14/**23 - Thursday 03/15/**23, a space reservation for 717 CF at the locked in rate of $3.50 per CF, going from *********, ** 54751  to  ***********, ** ***** which is approx. 693 miles.  Client's Contract has an Articles List 24 Items, 98 Pieces.  The client secured a deposit with UPVL  for $888.00 through our processor.  This *** Agreement has   ******************* E-Signature displaying that the customer has agreed to the Company Policy Terms & Conditions within this contract.   Our ************** assigned the carrier  Trusted Good Movers  to execute this relocation by sending them a Job Acceptance Form (JAF) which was accepted and electronically signed by their staff on 02/02/**23.  
  
  As per **** moving policy, the Electronic Signature portion displays important details for the customer to be made aware of thus before signing the Agreement.  Bullet point # 6 states ~ Acknowledging that if any ADDITIONAL pieces, packing-services, cubic-feet or labor-services are added at either the Origin or Destination, the customer shall be charged for these at the Motor Carriers governing Tariff Rates.   ALSO ~ Section #** in the Terms & Conditions state:  
  
  14. ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES.  UNITED PRO VAN LINES WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY.  UNITED PRO VAN LINES WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES.
  
  **. AS THE CUSTOMER, I AGREE THAT ANY REFUSAL OR DENIAL OF SERVICE, EITHER VERBALLY IN PERSON OR OVER THE ****** WILL BE TREATED AS A LATE CANCELLATION MADE OUTSIDE OF THE CANCELLATION WINDOW. I UNDERSTAND THAT NO REFUND WILL BE ISSUED IF I REFUSE OR DENY SERVICE DURING THE PICKUP WINDOW. IF I CLAIM THAT SERVICE WAS NOT RENDERED, I MUST PROVIDE NOTICE OF ANY SERVICE FAILURE MADE BY UNITED PRO VAN LINES, IN WRITING TO ********************************** 
  
  We review all these details to go over the events that UPVL has recorded in the customer file.  03/13/**23 04:45:47 pm Our Staff spoke to *** who wanted to get his pick up ETA.  We informed him  that it is the 15th between  2-5pm.  *** was not happy.  We informed he signed a contract for 3/14-3/15. The carrier can select any day out of the window that he agreed to in the contract . *** said he's closing the house on the 15th in the morning.  The call was escalated to Mgmt.  The Supervisor spoke to the customer and explained that he signed off on the dates of the 14th and the 15th. He said he has to turn in the keys on the 15th and that he's told everyone this including his booking agent. I explained to him that if he told ** we would have never suggested the 15th we would have made the window the 13th and 14th. He said never mind about the date and that he has half the boxes and if the price doesn't come down there will be h*** to pay. *** was extremely rude. I ended the conversation politely and the customer hung up on me.
  
  After an hour *** called back to our office to apologize to me and my supervisor for the way he spoke to ** on the phone, to which we informed him we understand moving is stressful and we want his move to go as smoothly as possible if he has any questions he is able to give ** a call.  On the day of the move, 3/15/**23 ~  01:36:22 pm The Carriers driver called, saying he would be arriving by 7-8 tonight.  Which leaves a very large window to arrive onsite to the customers residence. informed that they are still able to come tonight. We told the customer that the carrier is still able to come today. By 03/15/**23 01:45:01 pm The Supervisor  called the customer back.   ********; said he wants a guarantee we`re going to be there tonight. I explained I can not guarantee a pick up time because delays do occur such as the situation now. I explained that they got stuck on a pick up, he said that doesn't make sense it only takes a few hours to move, I explained some loads are larger than others if packing is involved that can take longer as well.  
  
  As the evening continued on, *** reached out to our After Hours Line asking for the truck arrival time.  The following morning, we received an update from the driver as well as his Dispatch Mgr.  Trusted good movers were running behind due to a snowstorm and the previous pick up having more items and couldn't make it there until 8am. The Mgr. was in contact with the customer and offered $1,000 off the price and accommodations for a ************* agreed to the compensation, but then the customer texted at ******* that they are canceling. sent a customer refusal of service email since it is considered canceling services within the pick up window.   Trusted good movers provided proof of logs and text messages of customer canceling. sent logs/text to the billing department.  **please remember that snowstorm, bad weather conditions are sometimes unavoidable and fall under an ACT OF GOD.  We can not control how weather will affect regions of the country and the driver and his boss were attempting to accommodate the customer's needs by offering discounts and paying for hotel stay if necessary. **  Since the customer refused any offers or compensation, the file is listed as a refusal of service inside the pick up window.  Please review the moving policy and all the listed Terms & Conditions to be made fully aware all this information that pertains to a customer's move and situations if a customer has more inventory than given to UPVL, cancellations onsite or cancellation outside the cancellation policy listed inn Section #8. 

  
  On 03/24/**23 03:18:03 pm The ************* received notification from our processing merchant that the customer charged back both payments.  Since this file is classified as a Refusal of Service, the customer is not eligible for a refund.  The file was then transferred to the ***************** due to the customer not abiding by the Contract to which they signed and agreed upon for services.  UPVL did not resubmit charges to their credit card merchant.  Only to the ***************** due to the customer unjustly charging back funds that were utilized for hiring of the carrier and fuel in the truck to get to the customers location.  All documentation for this matter can be sent in if necessary. Due to the Electronic Signature on the *** Agreement, Moving Policies Terms & Conditions the customer will not be issued  a refund and the file will stay in Collections until funds are recovered based on the documentation.   
  
  Please advise if any additional information is needed and we will be happy to provide assistance in any way we can to resolve this matter. 

  Thank you for your consideration in this matter.
  Best Regards,
  
  *****************************;
  Administration & Compliance Dept. 

  
  

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 20033989
  
  I am rejecting this response because:

  United Pro Van Lines (UPVL) simply did NOT show up on either of the two pick-up dates we agreed upon in the contract. They were contracted to load and move our household on 14 - 15 March, 2023. When they had not arrived on the morning of the 14th I called and asked where the movers are. I was told they would be at my house by 7:00 or 8:00 that evening. I was not pleased with this, but I had to go along with it. Later, I received a call from the driver saying he should make it between 2:00 and 4:00 that afternoon (the 14th), so I thought that was reasonable. However, when even that time frame had passed, I called again and was told they would be at my house on the morning of the 15th. Again, I was not thrilled with this, but had no options. Throughout the day of the 15th, once again, the arrival time kept changing and getting later and later and less certain. Since their office was now closed, I ended up having to call their emergency number. I ended up speaking to a very rude, *****, threatening, and unprofessional man who identified himself as the *** on UPVL. He told me the truck would be at my house sometime the following morning (the 16th -- past the date contracted). I told him that was unacceptable, as the house was no longer mine then, at which point he offered me a $500 discount, which I immediately refused. As the arguing went on between **, he offered that they could arrive at 3:00 am and I said I would accept that (I didn't have much choice at that point), but then he quickly backed-out of that offer and said that would be impossible. (Why did he bring it up in the first place... who knows?). Wew were now at another stalemate and the man who was yelling and swearing at me then offered me $1,000 off the price and I again refused. I told him that our business with him and his company was over at that point. So after I hung up, I had to frantically call around trying to find a real and dependable mover, and once I secured one, I texted the rude *** to let him know that we no longer required his services. He had failed to honor our contract when his drivers did not show up on the dates they were contracted to move **. It is really just that plain and simple... they told ** ***** March but they did not show up on either date. And now they want me to pay money for having done NOTHING except repeatedly lie about new arrival times? I am not going to pay them for doing NO WORK, that would be ridiculous. UPVL is a known 3rd party moving scam and I will not fall victim to their lies, intimidations, and shady business practices.

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

  Business Response

  Date: 05/12/2023

  Again, After careful consideration and further review of your moving policy that you agreed to at the time of booking your reservations...there are several topics that you seem to be disagreeing with after the fact.  Would you buy a car or major home appliance, get the item home and then decide because you don't like the warranty or the quality of the purchase, demand a refund from the store or dealership where purchased from and still keep the item? Perhaps not. Perhaps that would be considerbly frowned upon by authorities when consumer's claim bad service or products and regain their money and keep the purchased items.   Or better yet, in this particular case ~  the fact remains that the "Consumer" opted to charge back and retrieve your funds ignoring the contract to which you signed. That is what the real issue is at this point.  

  The Policy states that the Van Lines does not promise or guarantee dates or times due to unavoidable or unforeseeable circumstances beyond our control.  Weather is one of those issues that we can not determine ahead of time.   To the BBB Representatives, the recorded timeline of events shows that our office and the carrier offered assistance in multiple ways and every option presented was not to the customer's liking.  The customer claims they spent additional days in the home that was no longer theirs, however, if they hadn't canceled in the middle of the night with our company, refusing the carrier's offers - they would have been out the following day (3/16) and avoided the issues with the new homeowner.   But instead - they chose to cancel then lay blame on our company because weather conditions kept the truck from arriving when they wanted it to on 3/15.  We do not promise or guarantee pick up and/or delivery date and times (SECTION #**).  Again, the carrier offered compensation and even to pay for hotel accommodations if necessary. All rebuffed from *** and his family.  Being that the customer decided to cancel, then blaming our company for why they remained in the home for an extended period of time is absurd.  Then to add insult to injury, *** blames **, charges back the deposit when the Contract clearly and unequivocally states that due to a cancellation outside of the Policy Cancellation Period, there are no refunds.  But yet, they continue to claim no services were performed.  The customer canceled, losing that right to demand services and keep their deposit.   Our Staff never resubmitted charges for re-processing as the customer claims.  We did in fact submit their file to Collections since they are in breach of the Contract they electronically signed, obtained their funds using their bank and cheated the moving company of money collected which was utilized to assign the carrier to perform services which they pay for the labor and fuel.  The file will remain in Collections until funds are recovered.   

  Again, no matter how the customer wants to spin this matter, they are not entitled to a refund due to refusing all attempts to assist them during the weather delayed pick up and we will continue to monitor the Collections Team as their attempts proceed forward. 

  Thank you
  
  

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20033989
  
  I am rejecting this response because:

  I really should not have to say and prove anymore than the fact that United Pro Van Lines (UPVL) did NOT arrive to load and move me on either of the two dates specified in our contract. I have included an attachment which clearly shows the dates of service to be ***** March 2023. UPVL did NOT show up on the 14th. UPVL did not show up on the 15th. On both days, I made numerous phone calls to UPVL trying to get an answer as to where the movers were and when they should be arriving at my house. Likewise, I received several inaccurate calls from UPVL telling me that the movers would arrive at this time or that time. They just kept calling and changing the times and dates. Once they would tell me they were just a couple of hours away, then a few hours away, then a full day away, etc. I was getting pretty anxious when they had not shown up on the 14th (by the way, when I said I needed to move on the 14th, they said that would not be a problem, however they said they had to put the 15th as a secondary date just in case of extreme inclement weather. Each time I called I stressed the 14th, they agreed, and said the 15th was only for an emergency. But let ** even put that lie aside.) My hands were tied, so when the 15th arrived, I was again ready and eager for the movers to come. They never did. And they never did. Call after call (either made by me or them), I was told they would make it that morning, that afternoon, that day, that evening. Lie after lie after lie. When nighttime arrived I ended up having to call their emergency number (because their office was closed) and that is when I ended up speaking to some rude, nasty, deceitful man who claimed to be the **** (Some ****.. the most unprofessional person I have ever spoken too.) During the course of the conversation with this supposed "CEO," he did at one point offer $500 off for my troubles, which I did not accept. I told him I don't want the money back, I want the movers at my house. At that, he said he could have the movers at my house by 3:00 am on the 16th), stating that he was going to TRY to find some driver from **** to make it to my house by then. With no other recourse, I said ok, but they had to arrive by 3:00 am. As soon as I said this (agreeing to his own voluntary offer) the man said that would be impossible but that maybe he could get someone to arrive to my house later in the morning (On the 16th, the day after my contract dates). So I rejected that idea him and then he offered me $1000 off the price. Again, I said NO DEAL (see the attached text screen-shot). Of course I said no. He was already in violation of his contract and was not making any solid promises exactly when the movers would arrive (if at all). So I told him to cancel the drivers (whom, at that point he admitted he had not even secured yet at that time, and it was already late night on the 15th). What does he expect money for? HE initially broke the contract by not showing up on the dates specified in the contract.

  Let ** look at this another way. Th supposed CEO claims there is a part of the contract that pretty much says they may or may not make the dates listed, but if that is the case, then why put any dates at all? Why does the contract clearly and plainly specify ***** March? Going by his logic, or lack thereof, is he actually trying to argue that the movers could have shown up in August or December or some other future date and it would still be within the word of the contract. That is MOST RIDICULOUS!!!!!! What a silly and stupid claim by a very unreasonable man. Look. Just look at the dates on the contract. ***** March 2023. UPVL was a no-show! (And they made the no-show even worse with their constant lies and false promises of ever showing up.)

  Part of the CEO's complaint seems to indicate that neither he nor his company was at fault for anything. Well, FIRST, they did not honor the contract. They never arrived. But, SECOND, if that really and truly were the case that UPVL was not liable or at fault for anything then WHY DID HE OFFER ME A DISCOUNT????? That makes no sense. Companies do not offer discounts unless they are in the wrong. His offer of refunding $500 and then $1000 were admissions that UPVL messed up... they missed the dates... they did not honor the contract.

  If they persist in seeking money that they did NOTHING to earn, then I, too, will have to take legal action as well for both harassment and for not honoring their contract. We will be the ones claiming losses. It is a simple case. They agreed to two specific dates BUT DID NOT SHOW UP FOR EITHER OF THEM!! It was getting close to the third day of them not arriving at my house, of course I had to let them go. I was no longer under contract with them at that point anyway!
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I was first contacted by the company I was told an estimated amount of the move that sounded very reasonable. The salesman assured me there was wiggle room in my belongings because I working and didnt have an exact inventory. I paid $965 at that time. When I was contacted again to finalize inventory I did add a few additional items and my price went from **** to ****. At that time I was frustrated and paid $700 more. After I got off the phone I called to cancel the order. I was told I could get my 700 back but not the 965. I took 2 hours and then decided I would give up the 965 but wanted the 700 back. When I called back they denied my 700. The conversations were no longer pleasant. Now I have $1665 so Im forced to keep the move. A driver calls me the next day and confirmed my suspicions that the listed items would not fit in their projected space and they will charge me their astronomical rates if I go over. At that time Im beyond frustrated and I call support. They again have no care at all. Later that night my credit card was used with GrubHub and DoorDash. The number associated on the account was the moving company employee. I actually contacted the employee, he claimed it was a business line, that occasionally this happens. Someone within that company had stolen my credit card information and tried to steal my identity. I contacted my CC for fraud and filed a police report. This morning I called the company to talk to a supervisor and she had no concern whatsoever. She was more upset that I took no interest that she had a similar experience in her personal life. She then refused to give me contact information of her boss or owner of the company. Ive never had a worse experience with a business before. I dont ever want anyone else to have this experience. I was lied to on the phone initially by the same guy that stole my personal information. Everything I was sold was a fabricated lie and the company had zero remorse.

  Business Response

  Date: 03/22/2023

  Good Afternoon *****************;
  
  Thank you for your feedback regarding United Pro Van Lines.  We apologize for the inconveniences that you are currently experiencing. We must stick to the facts outlined within the Binding Moving Estimate that coincides within the Industry Protocols.  The outside issues regarding the card will be addressed however handled separately since our office has looked into the matter and have found no employee that is responsible for such an act. 

  We have had an opportunity to review the client's file and the events that have led up to this point, there seems to be a lot of information that has been provided to support all parties involved (client, carrier & broker). We do understand that the client has experienced some frustrations regarding the events that have taken place; the file begins with the client, *****************, requesting a quote and then booking relocation services with United Pro Van Lines (UPVL) on Wednesday, 03/08/2023.  ********** signed a Binding Moving Estimate Agreement/Contract Wednesday, 03/08/2023 03:53:49 PM (ET) that reflects the estimated move date of Saturday 3/18/2023 - Monday 3/20/2023, a space reservation for 454 CF at the locked in rate of $3.65 per CF, going from ********, ** ***** to  ***********, ** 36542  which is approx. 876 miles.  Client's Contract has an inventory list containing 10 items and 52 pieces total.  The client secured a deposit with AMF for $965.00 through Credit Card Authorization Form. Both documents, *** Agreement as well as the CC Authorization Form has  ************************************ displaying that the customer has agreed to the Company Policy Terms & Conditions within this contract.  

  After the completion of the reservation and the deposit was processed by Management, our Staff spoke to the customer again on 03/13/2023 12:13:23 pm; the Agent phoned the client which he called back for Confirmation and Courtesy Status on the Account.  The file is being prepared for Dispatch and pick-up.  Our Staff also went over topics such as what the term FADD means and delivery timeframe based on the distance to be traveled from pickup location to its destination.  The governing agencies have guidelines to which carriers and brokers alike must abide by when performing relocations across state lines. Our Staff reminded the customer that the *********************** has an appointment scheduled for him for 3/13 @ 1pm. This appointment gives the customer a second opportunity to review the Inventory pages, list of items or transport, make any changes before the truck arrives and can add extra services if interested.

  The ** ***** was able to go over quite a bit of information to assist in getting the customer ready for the pick-up date.  However, ********* stated that to the ** Manager that he would like to finish up Wednesday 3/15 because he has no idea of box/bin count.Therefore the appointment was rescheduled for a follow-up call on Wednesday 3/15.   On the day of the revision, the customer had added inventory that increased the overall space reservation and increased the final cost.  The additional items were totaled to 18 different items and 82 separate pieces.  ********** original space reservation was listed for 454 CF.  However, after adding household items to be transported to the inventory list, the new space reservation is totaled at 701 CF.  The customer has a locked in rate of $3.65 per CF (cubic foot) of volume.  This means that if the customers belongings should surpass their reservation space, the carrier is only permitted to charge the locked-in rate of $3.65 per CF.   In reviewing the original list to the revised list, the customer added Boxes And Bins to the order.  To be more specific, there are 20BOX, MED. PBO 18X18X18;  20BOX, MED/LG PBO 18X18X24 and 20 PLASTIC BINS MED.   This is the reason for the space increase.  60 boxes and/or bins will take up a significant amount of space in a truck.  The customer agreed to this revision, signed a new *** Agreement and then secured an additional payment of $700.00 via the credit card authorization form for the extra space needed to transport his belongings. We have attached both signed copies of the *** that reflect our Terms & Conditions for our services.  Customer was informed of all details pertaining to the increase of space and why the cost increased due to this action. 

  30 minutes after the completion of the ** Call, the customer called back to our office at 03/15/2023 02:05:29 pm saying that he just added items to his inventory and the price of his move doubled and he wanted to cancel.  The Call was transferred to Management/Retention *****  Upper Mgmt. spoke with ********** discussing his concerns.  The Operations Manager advised that the revision was completed per his own request and the Cancellation Policy is firm which he has signed off on twice.  After finding out the deposit paid up to this point is non-refundable he directed me to leave his move as it is.  The customer will stay on the Operations Calendar as an Active Client. ********** then called back 2 hours later; 03/15/2023 04:26:30 pmrequesting to cancel the move again and the Customer Support ***** transferred to Retention Mgr.  Again; 03/15/2023 04:41:44 pm ********** spoke with the same individuals from before, However this time ********** began cursing at  our Staff and Mgmt. Team saying he didn't even add anything and he wants his latest payment back, advised him that isn't an option as his move is right around the corner and it has been well over 24 hours since reservation. We politely asked ********** to refrain from being aggressive so a solution can be found.  Unfortunately at that time, a positive outcome could not be met.   The following day  03/16/2023 12:58:03 pm, Management spoke withJered again.  ********** stated he wanted to apologize and say he wanted to move forward, but he wanted to revert his estimate to the original and advised him any further changes after ** are done on-site but once ** is done it's done. There is no reversing an order this close to the pick up date.  His paperwork and orders have already been sent out to the Carrier and Driver.  We also advised on the confirmation procedure.

  Five hours later;  03/16/2023 05:48:22 pm Management was advised of the Cancellation from ******************  ********** is upset that the carrier informed him that there was no way he could fit what the customer wanted to in his original estimate (454 CF) as ********** wanted to do it. ******* advised that the customer will need the additional space as recorded. ********** wants to cancel based on his conversation with his carrier. ********** said he is going to dispute all the payments when he was told again about the Cancellation Policy listed in his *** ~  the deposit is still non-refundable outside the 24 hours after reservation.
  In reviewing the client request to cancel; per Section #8 in the ***: 8. SHOULD YOU ELECT TO CANCEL YOUR MOVE WITH UNITED PRO VAN LINES, YOU MUST CALL OUR CANCELLATION LINE *************) BETWEEN 9AM AND 6PM EST MONDAY THROUGH FRIDAY, SATURDAY AND SUNDAY 10AM AND 4PM EST WITHIN 24 HOURS OF ELECTRONICALLY SIGNING THE ORIGINAL UNITED PRO VAN LINES AGREEMENT. THIS 24-HOUR GRACE ****** DOES NOT RESTART WHEN CONTRACTS ARE AMENDED AND RE-SIGNED. CANCELLATION REQUESTS RECEIVED WITHIN 24 HOURS OF SIGNING THE ORIGINAL AGREEMENT WITH UNITED PRO VAN LINES WILL RECEIVE A FULL REFUND. CANCELLATION REQUESTS RECEIVED AFTER THE 24-HOUR GRACE ****** ARE NON-REFUNDABLE, HOWEVER; THE DEPOSIT MAY BE APPLIED TO A FUTURE MOVE WITH UNITED PRO VAN LINES WITHIN 12 MONTHS (1 YEAR) FROM THE DATE OF THE ORIGINAL SIGNED AGREEMENT. NO MATTER HOW MUCH TIME HAS PASSED SINCE ORIGINALLY SIGNING THE UNITED PRO VAN LINES AGREEMENT, SHOULD YOU ELECT TO CANCEL WITHIN (5) DAYS OF YOUR FIRST AVAILABLE PICKUP DATE, YOUR DEPOSIT IS NON-REFUNDABLE.  PICK-UP DATE CHANGES, OR REQUESTS TO PLACE A MOVE ON HOLD, MUST BE SUBMITTED AT LEAST 5+ DAYS PRIOR TO THE PACK AND OR LOAD DATE, OR THE CUSTOMER WILL BE SUBJECT TO PAY A MINIMUM OF A $500.00 RESCHEDULING FEE.

  Customer falls outside of that timeline and therefore is not eligible.  Management was extremely clear of our company policies to which he has agreed to when booking the reservation back on 3/08.   Then we are being advised of the customer's claims of misappropriation of his credit card.  Mgmt has looked into the matter and has not found any bad behavior with customers sensitive information.  We advise the client to dispute the fast food charges and file a report with his local law enforcement and allow the authorities to look into the matter.  As far as UPVL company policy, no such behavior will be tolerated and will terminate any employee found acting in such a manner.  We can advise that our database is protected and client payment information is not available to all employees.  If the customer is going to pursue the fast food charge, we would hope he will speak to Mgmt. amicably if he has questions regarding who we protect customer information. As far as the reservation for the move, per ***  and signed contracts stating such, the customer is not eligible for a refund of the deposit and will post Terms & Conditions that UPVL will abide by. 
  

  Thank you for your time and patience in this matter. 
  Sincerely, 
  
  *****************************;
  Compliance & Administration Mgr 

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19613891
  
  I am rejecting this response because:
  
  Attached are my text messages with the companies employee that stole my credit card information and tried to steal my identity. I also attached my police officer and case number to the report I filed. This company continues to lie and they cursed at me on the phone. They are thieves and scam artists. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 04/11/2023

  Good Afternoon **********;

  Upon review of the file, I can see that there has been no additional communication recorded within your account involving UPVL.  We have thoroughly reviewed the matter from the point of booking (Wednesday, 03/08/2023 03:53:49 PM) to the cancellation request recorded on (Wednesday, 03/15/2023 02:05:29).  Again, abiding by your Moving Policys Terms 7 conditions as stated in Section #8 - YOU MUST CALL OUR CANCELLATION LINE *************) BETWEEN 9AM AND 6PM EST MONDAY THROUGH FRIDAY, SATURDAY AND SUNDAY 10AM AND 4PM EST WITHIN 24 HOURS OF ELECTRONICALLY SIGNING THE ORIGINAL UNITED PRO VAN LINES AGREEMENT. THIS 24-HOUR GRACE ****** DOES NOT RESTART WHEN CONTRACTS ARE AMENDED AND RE-SIGNED. CANCELLATION REQUESTS RECEIVED WITHIN 24 HOURS OF SIGNING THE ORIGINAL AGREEMENT WITH UNITED PRO VAN LINES WILL RECEIVE A FULL REFUND. CANCELLATION REQUESTS RECEIVED AFTER THE 24-HOUR GRACE ****** ARE NON-REFUNDABLE, HOWEVER; THE DEPOSIT MAY BE APPLIED TO A FUTURE MOVE WITH UNITED PRO VAN LINES WITHIN 12 MONTHS (1 YEAR) FROM THE DATE OF THE ORIGINAL SIGNED AGREEMENT.

  Therefore, since the customer booked a reservation, completed the quality Assurance phone appointment, made substantial revisions to the original Agreement during that phone call, then canceled 7 days later This is well outside the 24 hour policy window and the deposit is not eligible to be refunded.   Your electronic signature on the Agreement reflects that you read, understood and agreed to the Companys Terms & Conditions that are represented within the Moving Policy.   An *********** is a binding signature on any online document and is recorded by our digital footprint such as your email address, IP Address assigned to the Electronic Device used to sign the Online document, and the internet browser used to access the document. Our Staff can send you a copy of this document upon request. 

  To address outside issues, your claims of misused funds per your credit card.  UPVL policy and database does not allow customers protected data such as banking information or credit card information to be accessed over and over again.  The **************** employees & Upper Mgmt. such as the Director of Operations are the only staff members that have the ability to access that portion of the database.  Managers and Directors by UPVL are screened for employment purposes.  Claims that your Booking Agent is using your card at a fast food chain seems unreasonable.  However, we encourage any persons who believe they are a victim of identity theft or credit card theft to follow the protocol of that financial institution's requirements to stop access and complete their internal steps to correct any funds that have been possibly used.    Claims of incidents are civil matters and ********** will have to follow what the authorities advise (if that is your wish).  Any ******************* must be taken solely by the client without UPVL assistance since this is an outside matter.   UPVL can not place blame on an employee who does not have access to such information.  Mgmt. Team wishes you the very best in your future endeavors and your file has been closed at this time. 

  Thank you Kindly for your feedback in regards to this matter. 
  *****************************;
  Compliance & Administration 

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19613891
  
  I am rejecting this response because:
   
  Ive explained repeatedly how this company has lied and scammed me. I have submitted documented proof they are liars. I have submitted the documented police report I filed when their employee tried to steal my identity. 
  Sincerely,
  
  *****************