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:07/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Extra Mile Van Lines who subcontracted to United Prime Van Lines. Im not someone who normally writes reviews, but I have to speak up about what this company did to me. I cried over this for days, and Im still dealing with the emotional and financial fallout.They didnt just mishandle my move they stole from me, lied to me, damaged my belongings, and put me in danger. They stole my gun. It was secured in a room they were never supposed to enter. I told them not to go in there. They had absolutely no reason to be near it, and now its gone. Thats not just theft its a serious safety issue, and the fact that theyve refused to take responsibility is horrifying. When confronted with this information they ghosted me. They charged me double the quote with no warning, no breakdown, and no shame. I was quoted ***** for the entire move and had put down a 1000 dollar deposit. Upon pickup I was supposed to pay 700 dollars and they charged me 1675. They broke my furniture things that meant something to me. Family items. They didnt care. They lied about how much stuff they took, likely to justify the inflated price. I know what I own. I packed it all. They manipulated the numbers to their benefit. I had less stuff then what was on their manifest and they still refused to take my big items. They ignored me afterward. Calls, emails nothing. Once they had my money, I stopped existing to them. **** who said he cared about my move and said he was a veteran and I should trust him took advantage of my trust.This wasnt just a bad move. It was traumatic. I felt violated, powerless, and heartbroken. I dont want anyone else to go through what I did.

  Business Response

  Date: 07/29/2025

  This customer had the *************************** contact us about a theft at her home. The customer then provided us the video from the night the gun was presumably stolen. The video showed a person not an employee of our company. We are cooperating with the police at this time as well as in constant communication with this customer. Customer has tried to remove this complaint as well. She unknowingly reached out to the moving broker not us to resolve this issue. Included are the first texts/calls of any communication between us... We always communicate with the customers but had no idea she needed help since she did not reach out to us directly. Additionally, Theft is not something we tolerate at all whatsoever.  

  Business Response

  Date: 07/29/2025

  Additionally, We do not have anyone in our company by the name of ****. Nor have we ever. This is also the first we are hearing of any damages. 

  Business Response

  Date: 07/29/2025

  Also, per the customers estimate provided to us by the moving broker.. The move was over $3300.. We do not have any idea what would have given her the idea that she only owed $700 on pickup.. That is only 20% of her move and not an amount that any moving company uses as far as deposit, pickup, or delivery. According to her original estimate, She would have owed close to $1200 on pickup.. Her move went up because the volume of the items was more than expected and additional items were added on-site.

• Initial Complaint

  Date:07/09/2025

  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 hired this company for an intrastate movie from ****** to ********** *****. The contract was signed on 6-5-25 and the first delivery date was 6-7-25. I've continually asked for updates and am told that it's illegal to provide me the location. The contract states my items would be delivered by 7-8 at the latest, I reached out again on the 7th and asked if I can expect my items tomorrow and they said no and they hadn't been picked up. A truck may come on the 10th but only if it has room. I've asked for updates from ***** and ***** both condescending and rude. I left a review and was told by **** that I sign a document stating I would not leave a review and if I dont remove it then they cant tell me when or how my items will arrive. I asked for a copy of this since I didnt sign it and they didnt provide it. I let them know that is against the ****. He attempted to make a deal with me which I have the call recorded that states that he will provide me updates on my items and a delivery date and will provide that in writing if I would take my review down. I wanted something in writing. I called to followed up, and **** was very rude. I asked to speak with the owner, **** said that I couldnt and that'ss common sense, you dont call Amazon and speak to **** *****, and hung up on me. I received an email that they will no longer speak to me by phone and only by email. I asked for the *** and business license and was told I have it. This is the most unprofessional, rude, and fraudulent company that I have ever dealt with and they have breached their contract at this point and continue to say they've no updates with no end in sight. I am looking for any help to resolve this and get my items. I have copies of the contract, my texts, my emails, and telephone conversation if needed. I have filed a complaint with **** and the Consumer Affairs with the State of Florida. If there is any assistance that can be provided to get my belongings, please let me know.

  Business Response

  Date: 07/10/2025

  First of all, The customer has filed this complaint and booked a move illegally in a false name. Her real name is ***** *******. That alone is a breach of contract. Secondly, her items have not been delivered yet because we are still within the legal guidelines of 30 days delivery.. She has called repeatedly cursing and trying to micro manage us.. and after the Operations Manager was berated and screamed at on the phone by the customer.. he was forced to hang up on her after giving her notice that future communications would be done in writing. This is because the customer has twisted our words and made false allegations and defamatory remarks both in reviews and via calls and text. We have never once been rude to the customer.. on the contrary.. She has been a problem since the beginning.. demanding we deliver her items or she would make bad reviews on us. We told her we were working on it and that was not good enough for her she demanded updates allday everyday.. which is insane.. We have to coordinate the logistics of the move and it is very difficult to do with a customer with a pretentious attitude that only paid for basic delivery. We have call/text/email correspondence as well. I would also like to point out that this complaint was filed BEFORE the 30 business day window regulated by the ***** was up. We have given her specific details.. multiple times...all of which are on her paperwork if she would read it instead of spending time making false allegations and defaming our company reputation.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23578378
  
  I am rejecting this response because it is not accurate. Please note that the information provided is NOT correct. I have texts and a phone call and did not curse. I was told per there contract my items would arrive by June 8th at the latest. I reached out on June 7th first and received confirmation that my items would not arrive and have not even been picked up, which prompted the review. I am ***** ****** and I booked and signed this contract. My daughter is ***** ******-*******, she has helped me through this process since they are rude and giving no updates. I am over 65 years old and do not understand technology well and felt like I was being taken of advantage of for that so I looked to my daughter for help, but these are my words and my complaint. I had went to my daughters for help and forgot my phone and contacted them but clearly said it's ***** ****** and any reviews or messages said contact ***** ******. I will provide my statement showing everything written and the contract was my communicated, in a recorded statement or deposition I would say the same. also never cussed anyone out. I called  ask for an update because I was not getting any response and was told the items had not even been picked up and **** **** up the phone and refused to talk to me. That is after he made comments about my name, and comments that it is common sense that I wouldn't be able to speak to the owner of the company because I don't call ****** and ask to speak with **** *****. I have every text message, email, and two recordings of my calls that display the unprofessionalism and rudeness. I never cursed and only asked for when my items arrive. I had to continue to ask because they never had an update and by the 7th it still hadn't been picked up. I also have documentation stating they had me sign a form prohibiting review before the items are delivered, which I never signed. I asked for a copy of this and never received it. That is prohibited to ask consumers to sign and against the law as it violates the Consumer Review Fairness Act, which is a crime. Not once did I breach a contract and I will state that under oath. I also asked for the business license number which is required to be provided and didn't receive that as well. I also asked for location updates to know where my items were or when they'll arrive and continually was told that it's illegal to give me that information. To date they have not provided a single update that gives me any information, instead they continually tell me there is are no updates.... forcing me to continue to follow up. The last conversation I had with **** I was told that a truck will be loading today, 7-10-25, and if they have room they will load the items. I emailed and have still not heard or received an update. From the start of this process the only thing I have wanted or asked for is for my items to arrive and to get a reasonable expectation of when I will get them, which to date has still not been provided. I will upload the full thread of text messages and emails that I have and will also email the phone recordings that I have displaying the lack of professionalism. The recording also displays **** telling me that if I take down the review he will give me updates and something in writing stating when they arrive. I wanted something in writing before doing so, after that conversation and when I followed up is when he got upset, talked over me, and hung up stating he would only communicate by message.  Someone moves to a new state without any belongings and pays for a service... you can imagine the frustration when someone will not give you any update or information on where your items are or when they will arrive. Again I will forward all of the documentation now. Please provide any documentation when I cursed or every asked for more than an update and mentioned the laws they were breaking. 
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 07/10/2025

  If you would like the recordings let me know, it will not upload here.

  Customer Answer

  Date: 07/10/2025

  see attached documentation

  Customer Answer

  Date: 07/10/2025

  listen to phone call. More to follow.

  Business Response

  Date: 07/12/2025

  1- Nothing in customers contract states delivery on June 8, in fact the items were not picked up until two days prior.. that is not even possible per ***** driving regulations.

  2- ***** ****** ******* made a negative ****** review complicating delivery because we did not know the actual identity of the customer and proper identification is required upon delivery. After recently speaking to the customer today, we were informed that this is her daughter. This was after a phone call of the customer stating she did not use her real name on the review anyway and questioning how we knew.. This was incredibly confusing for both the operations team and logistics team. This review stated we cussed at customer which was untrue. Customer or her daughter? was irate when talking to the operations team since we could not confirm updates as we did not know the proper identity of the customer in order to do so which is why we sent an email requiring further correspondence via writing.

  3-We did not provide any documentation of any form preventing review prior to delivery. Please provide such. 

  4- Our USDOT # and MC # are provided on all paperwork customer signed as well as via email multiple times via email from the customer service manager.

  5- We called and text the customer to coordinate the delivery and give updates on 7/11 and customer did not answer nor respond until the evening of 7/12.

  6- We have spoken to the customer and provided her with the things discussed in this response as well as apologized for the delayed delivery and offered to compensate her per diem for the days after the ******************************************************************* an act of good faith although the ***** regulations give a 30 day window. We are also here to provide continued customer support and updates throughout the process.

  7- We hope the rest of this delivery goes smoothly and want to extend gratitude to the customer for her patience and understanding as well as thank her for her business.

  Business Response

  Date: 07/12/2025

  More Information...1- Nothing in customers contract states delivery on June 8, in fact the items were not picked up until two days prior.. that is not even possible per ***** driving regulations.
  2- ***** ****** ******* made a negative ****** review complicating delivery because we did not know the actual identity of the customer and proper identification is required upon delivery. After recently speaking to the customer today, we were informed that this is her daughter. This was after a phone call of the customer stating she did not use her real name on the review anyway and questioning how we knew.. This was incredibly confusing for both the operations team and logistics team. This review stated we cussed at customer which was untrue. Customer or her daughter? was irate when talking to the operations team since we could not confirm updates as we did not know the proper identity of the customer in order to do so which is why we sent an email requiring further correspondence via writing.
  3-We did not provide any documentation of any form preventing review prior to delivery. Please provide such. 
  4- Our USDOT # and MC # are provided on all paperwork customer signed as well as via email multiple times via email from the customer service manager.
  5- We called and text the customer to coordinate the delivery and give updates on 7/11 and customer did not answer nor respond until the evening of 7/12.
  6- We have spoken to the customer and provided her with the things discussed in this response as well as apologized for the delayed delivery and offered to compensate her per diem for the days after the ******************************************************************* an act of good faith although the ***** regulations give a 30 day window. We are also here to provide continued customer support and updates throughout the process.
  7- We hope the rest of this delivery goes smoothly and want to extend gratitude to the customer for her patience and understanding as well as thank her for her business.

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23578378
  
  I am rejecting this response because:

  This is not accurate. I have provided all of the texts, phone recordings and emails. I told them multiple times that the review was from me and to contact ***** ******. Stating that this is the reason for the delay is not accurate. They made multiple comments even stating "if that is your real name". I am over 65 and do not do technology so my daughter helped . More documentation to prove that this was not a reason for delay was the emails, texts, and call I provided where they CLEARLY stated that my items would arrive no later than June 8th, which I provided. They also told me multiple times that my items had not been picked up by a crew because this is their busiest time of the year and drivers can only load if there is room, as well as telling me it was still not assigned to a driver so they have no updates. During calls they threatened that they can't guarantee the condition my items will arrive if I do not remove my review, lied and said I signed a document stating I will not leave a review until after the items arrive, then agreed to provide updates in writing if I removed my review...which I wanted something in writing first and never received. Not only is it illegal (CRFA) to have customers sign anything prohibiting a review, it is terrible customer service. If they had any concerns about my identity (which I clearly told them, sent emails from my personal email, called from my number, and the check I paid matches my name), they could have asked. In their response on the review they also replied with the details from my move and contract, so there is no denying that they knew they were speaking to me. Not only do I feel that this was terrible and unprofessional service, but I also feel like as a Senior Citizen I am being taken advantage of with them trying to tell me I don't understand the process and lying about documentation they said I signed on reviews. You may also notice that they multiple negative reviews but reply to them all as not having a record of them in their database. It makes sense that after filing a complaint with you that (after stating they will not speak to me on the phone) they called Saturday saying they would and it will arrive next week and if I can remove the review I wrote under my daughter's account and if I post another if I can wait until it's delivered. I did as an attempt to finally get my items but now cannot provide the copy of review where their response clearly mentions details from my move, proving they were aware they were speaking with me. I have the recorded phone conversation from that as well that I can provide. During that call they said I cussed and was irate so **** **** up on me and they said they would only communicate by email. I told ***** yesterday that was completely untrue and that I am the one that called and never cussed or yelled, I sternly expressed my frustration and dissatisfaction and advised where they were breaking the law with the ***** lying about me signing documents (that they never provided proof of), lying by telling me it's illegal for them to provide me any type of location updates, and breaches in contract. **** became frustrated and mad and he hung up the phone. She insisted so I asked if they have a recorded of that.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 07/14/2025

  Please see attached. I have reached out to ****** for full review. As I mentioned, they wanted me to take this down and wait to redo it under my name when the items arrive.... likely to not allow me to show their response. This again makes me feel like as a Senior my lack of technology knowledge was taken advantage of. This has me considering filing a claim for taking advantage of a senior as well. I highlight what I have of their response, clearly showing they knew they were speaking to me as a customer.

  Business Response

  Date: 07/22/2025

  This is legal litigation suing the customer for defamation.

• Initial Complaint

  Date:05/29/2025

  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.

  On 5/16/25 (******) & 5/19/25 (******) I paid deposits to United Prime Van with a binding estimate, I never signed or electronically acknowledged it. No move date was ever confirmed, no survey was conducted, and no services were rendered yet when I canceled within seven days of my estimated delivery window, the company withheld 50% of my deposit.The cancellation policy was not discussed with me verbally, and although the fine print existed, it was not clearly communicated or explained. I was under the impression that canceling would incur a 10% fee, not 50%, especially since no actual work had begun and I was well ahead of any scheduled service window.The only interaction I had with the company involved basic customer service no dispatch, no equipment, no labor, no real preparation. In my view, this does not justify retaining half of my deposit. This type of contract enforcement, especially without a signed agreement, feels predatory and unethical.

  Business Response

  Date: 06/11/2025

  Tell us why here...Subject: Clarification Regarding Your Recent Experience
  Dear ********,
  Thank you for bringing your concerns to our attention. We value your feedback and strive to ensure a positive experience for all our clients. We would like to address the matters you raised to clarify any misunderstandings.
  Our records confirm that you electronically signed the binding estimate, and we have photographic evidence to support this. At no point did we state or imply that we would retain 50% of your deposit. In fact, we refunded your entire deposit, including the 10% we were entitled to retain per the terms of the binding estimate, as a gesture of goodwill.
  We are sorry to hear that you anticipated negative outcomes that did not occur. Our team is committed to transparency and professionalism, and we regret any confusion. If you have additional concerns or questions, please dont hesitate to contact us directly. Wed be happy to provide further details or discuss how we can resolve this matter to your satisfaction.
  Thank you for your understanding, and we hope to address any remaining concerns promptly.
  
  Sincerely,
  
  United Prime Vanlines Team

  Business Response

  Date: 06/19/2025

  At no point did anyone ever try to keep 50% of her deposit. This is slander and defamation and we have proof that we not only refunded 90 % of her deposit... we also refunded the additional 10%...what we were legally allowed to keep contractually. We are also providing photographic evidence that she did in fact electronically sign the binding estimate.. contradicting her complaint that she did not sign anything. This is in fact slander. Please close and remove this complaint

  Business Response

  Date: 06/19/2025

  Photographic evidence customer did sign our binding estimate. Her IP Address etc.

  Business Response

  Date: 06/23/2025

  This is a duplicate complaint  *****************

  Business Response

  Date: 06/24/2025

  Proof we refunded her deposit in a timely manner. As well as refunded it entirely, Including the 10% we were contractually legally allowed to keep.

  Business Response

  Date: 06/24/2025

  Proof of ********** IP address signing.. Even though she says she did not

• Initial Complaint

  Date:05/27/2025

  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.

  In my move from ** to ** this company has been cheating throughout and their behavior was so bad that they used abusive language/slangs/dirty words (I have screenshots with the messages time -though they mentioned it is 24/7 service I did not message very late). They delivered things with lot of damages in 37 days after cheating on the bill. If they reply to this review saying they delivered within the window they are giving irresponsible answer (Pls read my full review on what happened with signing)Pre Booking Fake Promises - When I asked for confirmation on the price they told that the price will be what was quoted if I provide same things with mentioned dimensions. They planned for pick up ~2 weeks before my physical move as I wanted my things soon after move. They asked me to sign the contract saying the first available date as my move date (~2 weeks after pick up) to avoid early delivery risk.On Pick Up unprofessional -Pick was done ~2 weeks before my physical move and the things I gave were less than quoted. After loading in the truck the mover mentioned that 670 cu ft was quoted but the things consumed 800 cu ft and asked for additional money. When I refused to pay extra he asked me to pay the initial agreed amount and sort out the additional payment issue with the office In Transit Lies -I asked multiple times about additional cu ft mentioned during pick up, and they told they will check and get back (they never got back)Horrible Delivery -They told they will offload things from the truck only after I clear all the payments including the additional cu ft amount failing which they will take the things back and I need to pay extra for storage/re-delivery. Situation was that I need to pay whatever they ask to get my things, and landed up paying. As I am refusing to sign the wordings saying 'I am releasing the carrier from any and all future claims, lawsuits, complaints of whatsoever nature' they are not sending form for insurance claim for damaged items

  Business Response

  Date: 06/10/2025

  Dear Raman,

  
  Thank you for your feedback through the Better Business Bureau. At United Prime Van Lines, we value our customers and are sorry to hear about your dissatisfaction with your recent move.
  We acknowledge your efforts to minimize the space your items occupied, as our pricing is based on cubic footage. However, the final inventory required 130 cubic feet more than the initial estimate, which increased the cost. Additionally, the delivery locations 37 stairs and distance from the road incurred standard fees, as outlined in our agreement.

  
  We understand your frustration and note your frequent calls to our customer service team, including on weekends.

  Regarding the reported damaged items, our claims process requires photographic evidence to proceed, which is an industry-standard requirement. Despite repeated requests, we have not received these photos, preventing us from processing your claim. We are committed to resolving this matter. Please submit the required photos to ******************************** and we will promptly review your claim. Alternatively, contact us at *************** during business hours to discuss other solutions.

  
  Sincerely,

  
  United Prime Van Lines Customer Service

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23380331
  
  I am rejecting this response because:

  1. Disputed Charges - **************** made ***eated verbal promises before booking incl. volume estimates where he promised that price will be what was quoted if I provide the same set of things with the dimensions I provided for the quote. I gave lesser things than quoted with same dimensions, however the company demanded additional fees based on disputed volume calculations after pickup. Upon delivery, they demanded full payment of disputed charges as a condition for releasing the items. ~$863 has been taken in excess and kindly refund it back to me. I never called any concerns on the additional charges for stairs, however the company is ***eatedly calling this for no reason.
  
  2. Delivery Timeline - Before booking ****** asked me agree on pick up ~2 weeks before my physical move to my new place as I wanted my things in the same week once I move. He also asked me to sign on the contract saying the first available date as my move date (~2 weeks after pick up) to avoid the risk of early delivery. So pick up was scheduled for Apr-19th, however delivery was delayed for approximately thirty-seven days proving the promises made by ****** was fake.
  
  3. Calls to the ** team during Transit - I was told initially that it is 24/7 and I can call any time. Still, I never made frequent calls to the same member in a day unless the call was answered, though I was suffering without my things in a new place with small children. When I called **** (Dispatcher) did not respond many times where I had to call the office/** team - the calls were definitely not very frequent and very few in weekends (I have all the call records). In these calls ******, Yeuri and **** spoke to me most of the times and they were very unprofessional
  
  4. Damaged Items - After delivery the ** *** told me that my insurance will be supported only after I sign a broad release waiving his right to pursue legal claims - She even sent me text messages. Just few days **** the team has ***lied to me asking me to send the pics of the damaged items to process the insurance claim. I've sent the pictures now as per the ask and kindly process the claim.
  
  5. Legal Threats - On top of all these they are giving me legal threats asking me to remove my public reviews on my experience with this company.
  
  Sincerely,
  
  Raman ****** *********

  Business Response

  Date: 06/16/2025

  Disputed Charges: Customer refused to accept reasonable settlement offer, instead keeps asking for $1400 and still has not sent any photographic proof supporting his claims of damaged items. According to our records, there are no damaged items. In fact, this customer never spoke of damaged items until way after the delivery. The customer also had 37 stairs that he did not disclose while booking the move. Every flight of stairs has a fee. We gave him a massive discount at the time of the move and only charged him a $300 stair fee in which he agreed was more than fair.. and had no problem paying it.

  Delivery Timeline: The first available delivery date provided to us by the customer, as reflected on the pickup paperwork was 5/1/2025. There is a delivery window based upon mileage, and in this particular case the customer was moving 2852 miles. It states 2-21 business days from the first available delivery date.. which would put the date at 6/1/2025 the date of delivery.

  Calls to the customer service team: The customer called our customer service manager allday Saturday and Sunday while she was grocery shopping, while she was at home, she also can provide call records if needed.

  Damaged items: We have asked the customer several times to provide photographic proof of any damages and he has yet to provide anything at all to us. We have the proof that we have asked him a multitude of times to provide it with no response.

  Legal Threats: We have threatened legal action due to slander which is negatively affecting our business.

   

  Business Response

  Date: 06/16/2025

  This is the customer's delivery paperwork

  Business Response

  Date: 06/16/2025

  Photographic evidence 

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23380331
  
  I am rejecting this response because:

  Disputed Charges -  Initially on the day of delivery the team demanded full payment of disputed charges as a condition for releasing the items. As per my initial statement ~$863 has been taken in excess from me (excluding damaged items) and kindly refund it back to me. This is what I am asking apart from insurance claim processing.
  
  Delivery Timeline - As I've mentioned earlier, before booking ****** asked me agree on pick up ~2 weeks before my physical move to my new place as I wanted my things in the same week once I move. He also asked me to sign on the contract saying the first available date as my move date (~2 weeks after pick up) to avoid the risk of early delivery. So pick up was scheduled for Apr-19th, however delivery was delayed for approximately thirty-seven days proving the promises made by ****** was fake. This is definitely a bad experience for me which endured significant inconvenience and hardship for my family while relocating with small children.
  
  Calls to the customer service team: The statement saying I called the customer service manager all day Saturday and Sunday is absolutely false. On May-24th (previous day of delivery) I see 2 calls with her - 1 outgoing and 1 incoming after her initial text messages. On top of this she sent me text messages on disputed charges and I responded to her text messages. On the day of delivery (Sunday) there were long discussions between me, the delivery person, CS Manager and the dispatcher mostly on the disputed charges as they demanded full payment of disputed charges as a condition for releasing the items. The CS Manager called me multiple times reg signing the paperwork.
  
  Damaged items: On the day of delivery they told me that insurance claim for damages can be supported/initiated only after I sign a release form waiving my legal rights. After I sent a legal response in email to their letter they replied on Jun-10th with the process to initiate the insurance claim. I've sent the pictures of damaged items on Jun-13th and they replied on the same day with the process and I've initiated the claim. Kindly process the claim for the damaged items.
  
  Sincerely,
  Raman ****** *********

  Business Response

  Date: 06/19/2025

  We are requesting this complaint be removed due to the customer trying to slander and extort us into reimbursing him $1400.. and not providing any proof of damage after we have requested as well as him not filing an insurance claim. If my items were damaged I would file a claim, proof that he is lying and trying to extort us unfortunately. He has been trying to get everything free for the entire duration of the move and that is just wrong ethically. We are trying to protect our reputation and get accredited while this is causing us delays. Thank you for being attentive and understanding in this matter. Please remove this. 

  Business Response

  Date: 07/22/2025

  This is legal litigation information suing the customer for defamation.

• Initial Complaint

  Date:05/21/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of the pick up for the move was May 19th, 2025. I received a binding estimate in which sq. footage was stated and all items inventoried for my move. This even included pictures of items and came physically to my apartment to look at and photograph ALL inventory so that the binding estimate could not be challenged.. I paid a deposit. When the movers arrived they listed out items and when I checked the list before signing, they had inaccurately added items so I repaired the list before signing. They packed most of my stuff into a UHaul van and then stated that the items were not sized accurately (I proceeded to measure each item and confirm they were the same or under the estimated square footage that their representative listed on the binding estimate) and demanded a new estimate. When I took issue with this they held my stuff in their van and sat in my living room while I attempted unsuccessfully to speak to the owner of the company. I was a solo female in an apartment with two men I didn't know who were holding my stuff. I asked them to please wait in the apartment lobby where there is air conditioning and gave them water and snacks. I continued to refuse the new estimate and my stuff was returned to my apartment. The binding estimate was not honored despite being completely accurate and double checked and because I asked the men not to wait inside my apartment but in the lobby, they said this was a cancelation and so they would not return my deposit. I am now moving out in two days and do not have a moving company and lost my deposit and cannot afford a new moving company.

  Customer Answer

  Date: 05/21/2025

  The company has refunded my full deposit. I have attached the agreement I signed in order to receive the deposit back. 

  Customer Answer

  Date: 05/28/2025

  This message is to confirm resolution of the previous complaint and to ensure removal of complaint as resolved. Thank you. 

• Initial Complaint

  Date:04/25/2025

  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.

  This moving company promised me straight delivery over the phone when I was speaking to the manager before his movers started loading my belongings. There is a recorded conversation between me and the moving director and he said they would do straight delivery with what they could fit in the uhaul they showed up with on my moving day. So they packed up everything that would fit in the *****, leaving behind a large tv l, sectional sofa, my whole garage that had lots of belongings it in. I was forced to rent a uhaul trailer additional cost of over $1800 with already paying almost ****** for a moving service. I could only take some of the belongings in the garage but stil forced to leave couch behind and other items that could not fit in the uhaul trailer. My moving service didnt do direct delivery like they agreed to do. They delivered my items almost two weeks later after picking them up. I have tried to file a claim to get reimbursement of the additional cost of a uhaul trailer and for the items they left behind but the moving company has offered me only $60.00 which is completely unreasonable. Ive tried contacting the claims department again but Im unable to reach anyone on the phone or by email. I already spent almost $****** with the movers then having to rent my own uhaul trailer is completely unacceptable. I would like to be reimbursed for this and items lost. Please help , people shouldnt be treated like this by a company.

  Business Response

  Date: 05/02/2025

  Hello,
  
  Were sorry you faced extra expenses and inconveniences during your move.
  
  See attached paperwork. On page 5 you can see that we dont guarantee straight delivery, and what first available delivery date means. United Prime Van Lines is not responsible for any verbal promises done by sales representatives, foremans etc, only. 
  
  Please also keep in mind that the crew wasnt ready for extra belongings in your garage and for your sofa as you booked ***** cu.ft. And the crew picked up ***** cu ft. Thats why you had to spend extra for a u haul. If the crew had more space in the truck they could have loaded you extra belongings but it would cost 6.58 for each cu.ft, please see paperwork on page 1.
  

• Initial Complaint

  Date:11/25/2024

  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 this company to move my items, not only did they do a sloppy job, but I have damaged items as well. I have tried to work with the company, they continue to give me the run around because I am a female and they are taking this whole thing as a joke. I would like to receive damages for my damaged and missing items

  Business Response

  Date: 11/26/2024

  According to the Civil Act of 1964 we treat everyone equally under the law regardless of race, gender, or other characteristics. 
  
  On our side, we attach fotos of the moved belongings. The clients belongings were not packed upon the customerss decision. We tried our best to stuck it properly in a truck. 
  
  According to our date the customer never contacted our claim department. The client can email us in Order to receive a claim form and to file it accordingly.

• Initial Complaint

  Date:11/04/2024

  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.

  We were harassed by the company, and the company is trying to say we owe them money, but we had multiple things damaged, and we believe the company is a complete scam for money. They use foreign workers that hardly know any proper manners. Also they harassed us on the phone calling my wife multiple cuss words which started to unfold the companys true colors.

  Business Response

  Date: 11/20/2024

  Moving can cause a lot of stress and sometimes misunderstandings. The last thing we want is for our customers to have difficulties arise.

  In this case, we were upfront and clear with the details of what the move would entail. We also made special arrangements that we usually do not offer, but the customer did not comply with the agreements or contractual stipulations.

  We do not ******* our clients. If there is a monetary situation where we have completed our services and payment has not been made, we must continue to reach out or take further action when the customer is avoiding to complete a payment. Of course we do not know the customers personal situatioins or hardships that may arise, but as a business, once our agreed upon services are completed we must collect on them.

  At the pick up location, the customer requested for a major part of the pickup payment to be made at delivery instead. We don't normally do this, but knowing the difficulties with settling into a new home or having to make arrangements to accommodate the details, we agreed to make an exception for this customer. They stated they did not have all the funds available at that time.

  Please keep in mind, when we packed wrapped & loaded the customer their belongings, we took photos for our records of the torn and worn out boxes they had which were already in bad condition. This was brought up to the customer and they agreed that they would be responsible if any of those items were damaged due to the fragility and distressed package materials the items were in. We offered to repack for an additional price, but the customer wanted to keep things as is.

  Everything was okay and agreed upon up until issues arose at delivery. The customer was notified and made aware ahead of time what payment forms would be acceptable at that time and the amount that would need to be paid. However at the delivery location, the customer was not ready to make the payment. This is when the misunderstanding started.

  Eventually, we had to call the police to regulate the situation when the disagreement occurred and the customer became upset. We were provided with a police report number for the case and a contact for help. Since the customer was now refusing to make payment, we had to take things a step further to collect the remaining balance.

  The payment breakdown had additional costs for the delay. In the contract it states that there are waiting fees applied when the team cannot complete their delivery or any hindrance in their scheduled route with other deliveries caused by the client. The customer abruptly disputed to the agreed upon delivery and payments. The crew arrived at 10am and unloaded did not start until 6pm. So additional costs for these hours were added to the balance for the billable wait time. Again, the customer disagreed.

  We proceeded with filing a lawsuit that was honored in our favor. Therefore, the customer is trying to recoup unjust funds.

  As for any damages, we are able to assist. As soon as the customer contacts us, we can provide him with a claim form and will follow up accordingly. A claim will then be filed for assessment on any items we are responsible for.

  Thank you for your time and understanding.

• Initial Complaint

  Date:09/02/2024

  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 paid approximately $4000 to have this company move my belongings from *********** to *******. They refused to reimburse me for all the items they broke during the move (eg. dresser, desk, TV, 2 amplifiers, night stand, etc.). I paid $1200 to replace all items broken, and they offered me $75 plus I have to pay to get the document notarized, so in total Im getting less than $50. I have been fighting this company since March and they still refuse to reimburse me for the damages they caused.

  Business Response

  Date: 09/05/2024

  Hello,

   

  Please provide us with some more information about your move (job number/ pick up date/ full address). This will help us to give you a more detailed answer for your claim.

   

  Thank you

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22229244
  
  I am rejecting this response because you required more information: 

  Job number is *******. Moved on March 3, 2024 with all items delivered the following Thursday. Delivery address was ******************************************************* 

  I filed the proper channels for reimbursement. They said to wait ***** days. 4 months passes without a response. I reached out again and they offered me $75 for thousands of dollars worth of damage. I had to buy brand new television which was packed by your company, cat tree, dresser, desk, etc. 
  

  Not only are you offering $75, but youre requiring a notary to sign which costs me $25. I dont have the funds to get a notary to sign which I discussed with *********************** scam company by the way. They refused to help me. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/13/2024

  Hello,

  We're sorry you suffered inconveniences with our Company.

  After thoughtful review of your case and the documents signed, we see that according to the waiver of value protection you signed reimbursement in the amount of 60 cents per pound per article.

  As for the "moving claims" is concerned, this is an instruction that they follow, they need a notary signed paper and after that they will be able to send you the reimbursement. We know some customers find places where they can get a notary paper for free, there should be some places in the place where you live in order to save $25.

   

   

  Customer Answer

  Date: 09/14/2024

   
  Complaint: 22229244
  
  I am rejecting this response because:

  After getting a notary to sign the document, Im essentially only receiving $50 reimbursement. I am asking for the reimbursement to be increased to $100 to compensate for this notary requirement.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/09/2024

  Type:Customer Service 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 am writing to formally lodge a complaint against Moving APT and United Prime Van Lines regarding their gross negligence and unprofessional conduct during my move on July 8th, 2024. I hired these companies to manage my relocation from **********, *******, to *************, ********, expecting a high standard of service given the significant financial investment I made. Unfortunately, the service I received was far below acceptable standards, resulting in substantial financial loss and emotional distress.During the move, the movers mishandled my $3,000 mattress, dropping it and leaving it stained beyond repair. This mattress was a crucial investment in my health and well-being, and its damage is unacceptable. Furthermore, several boxes containing irreplaceable personal items were lost, including signed photographs from actors and valuable family dishes. These items hold immense sentimental value, and their loss has caused significant emotional distress.I believe the level of negligence displayed by these companies warrants serious attention. The carelessness with which my belongings were treated, particularly considering the high cost of the service, is inexcusable. I expected professionalism and care, but instead, I received a service marred by incompetence and disregard for my property.Given these circumstances, I am requesting the BBB's assistance in holding Moving APT and United Prime Van Lines accountable for their actions. I believe these companies should be thoroughly investigated, and appropriate actions should be taken to prevent other consumers from experiencing similar distress. I am also seeking compensation for the damages and losses incurred during this move.I trust the BBB will take this matter seriously and help ensure that these companies are held responsible for their actions.Thank you for your attention to this matter.

  Business Response

  Date: 08/13/2024

  Hello,
  We are sorry for the inconveniences you faced with items that are missing.
  If your mattress needed special instructions for carrying or additional packaging, you were more that welcome to tell this to a crew that made a pickup. Our crew made this pick up as usual, no one wanted to cause harm to your mattress. We are always open to any suggestions and notices. Plus, we reviewed your signed contract, there was no additional packaging material requested. 
  As for the missing boxes is concerned, we tried our best to find them but didnt succeed. Your belongings were loaded from one truck to another to another carrier. We can provide you with their information so that you could contact them. 
  The only thing that we can do from our side in accordance with FMCSA regulations is to provide you with a claim form. Let us know what works best for you.