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:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To say I am dissatisfied is an understatement. They never moved my property, and I lost my $1,272 deposit. I contracted with United Express Moving to ship a partial load to our home in **.. My original estimate was $1,658 based on what they estimated as 286 CF of material. Days before the move, they contacted me again to review my inventory. I repeated the same number of boxes and items, but this time they estimated it to be 360 Cubic feet. To make matters worse, even though my estimated inventory only increased by roughly 25%, they increased the price by 50%. I was assured that if I had less, I would get a credit at the time of move.. On the day of the move, the mover showed up 6 hours late and insisted they I had 709 Cubic feet of property and doubled the price again. Thinking ahead, I prepared a very detailed inventor of all my boxes which amounted to only 210 Cubic feet. The mover said I was wrong and refused to move my property for any less than $4,000. In short, you cannot trust this company when I called them again today to try to work out a compromise they said, What we give you is only an estimate ******** not a binding quote . When I tried to dispute them with my credit card company, I lost because they said it was not a binding quote, and all deposits were not refundable. In short, it was a total rip off. I addition to losing my deposit, was forced to cancel *************** reservations that were arranged ahead of time to meet the movers in ******* which also came with a penalty. At the end of the day, I rented a 400 CF container, loaded my original 210 CF of material, added a dining room table, 8 chairs, one sectional couch, plus a 8X12 rug, and a China cabinet. And had room to spare.

  Business Response

  Date: 02/12/2025

  **** completed an inventory list twice with two of our representatives. The final estimate given based on the inventory he provided came to 360 Cubic feet. On the date of his actual pick up, the customer had additional items and required additional space. We have never been inside of ***** home and relied on a correct itemized inventory list. **** did send the movers away and requested a third call to go over the inventory list again. On July 1st, 2024 he received the third contact to go over everything and include ALL of the items on the inventory list. During this call **** was very addiment that he knew what he was talking about and that per his own opinion he only has 214 cubic feet and refused to review anything further. At this point **** contacted his bank and began the charge back process. We have provided the evidence to the bank and they sided with us and agreed that what we provided him the agreed upon service per the contract that he signed. **** then contacted our customer service team after the lost dispute and demanded a refund and IF he did not receive one he would write negative reviews and file a complaint with the BBB, etc. Unfortunately we can not allow a threat to play a role on whether a customer will receive a refund or not. We have to abide by the contract we provided and the contract **** signed. 

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made arrangements with this company to pick up a truck load of items from my home in ******** to be delivered to my home in *******. I had requested that everything be delivered to us on Saturday, May 25, 2024. I spoke with *****, and he quoted me roughly $4000 to deliver my household items and assured me that I would be able to have everything delivered on Saturday, May 25, 2024. He said absolutely no issues and let me know that they would pick up on Saturday, May 18th. A gentleman arrived late (8:00 PM) on Friday, May 17th in a UHAUL rental truck. I honestly didn't even think it was legitimate and immediately called the main number. Upon evaluating the load the gentleman said it was going to be $1000 more for the amount of items I had. I wasn't comfortable with the whole situation as it seemed a little shady so asked him to come back on Saturday as planned. He arrived the next morning and packed everything up having a second ****** join him to load eight hours later. He actually was with a contracted company called ******. On Saturday, May 25th, my items never arrived. No one could tell me where my items were and I was then told I wasn't quoted a guaranteed date for delivery so there was a three week window. I was never told this! I was told I would have my items would arrive on May 25th. Mind you I was only in ******* May 25 through June 1. My items did not arrive while I was there. I ended up having to pay someone to let them in and oversee delivery. When I arrived months later I noted that I was missing a box of kitchen items (mainly Pampered Chef) and my entertainment center was damaged.

  Customer Answer

  Date: 01/17/2025

  Thanks!  I am not looking for complete reimbursement but at the very least take care of the damaged entertainment center and cover the cost of my missing box of kitchen supplies.  The added burden would be the stress of not having my household belongings my entire trip.  I had to go buy all the basics just to live in my home for a week due to their lack of delivering everything on a certain date as promised.  

  Business Response

  Date: 01/21/2025

  We sincerely apologize that you are experiencing a missing box and damage to your entertainment center. Due to the length of time, the missing box may not be located any longer. However, you are owed compensation for both of this. I do see on your file that you were given the proper claims information on June 5th, 2024. We will also send another claims email to you today. If you need assistance with this, please do not hesitate to contact us at ************. Thank you.

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22824307
  
  I am rejecting this response because: I had already attempted to do an insurance claim for the damaged entertainment center, and they wouldn't allow me to do without the paperwork from Colony which was in ******* and without a receipt for the entertainment center which I do not have.  Upon contacting colony requesting a copy of the paperwork I was ignored.  Now since being back in ******* I realized I was missing a box.  This also does not take any accountability for them not honoring my contract that I had put together with ***** with a specific delivery date.  Can you imagine moving things to a new home that has nothing in it and your household belongings not arriving until after you leave?  We literally had to go buy blow up mattresses to sleep on, bedding, towels, shower curtain, etc and just ate out daily since the dishes we had were on their truck somewhere who knows where for weeks.  
  
  Sincerely,
  
  ********** *****

  Business Response

  Date: 01/23/2025

  If you were unsuccessful filing your claim through their claims department, we can send you their direct insurance information so you can file with them. By law the carrier has to finalize a claim with you. We will assist you with this, we just need you to contact our office when your having trouble. This way we can actually help. We will send you an email with the insurance name, contact and policy number. 

   

  Now with regards to your delivery, per your contract- there is no guaranteed delivery date purchased. We do apologize for any confusion on this. Please keep an eye out for the email our customer service will be sending you today. 

  Customer Answer

  Date: 01/26/2025

   
  Complaint: 22824307
  
  I am rejecting this response because:  Colony Movers failed to help in getting a copy of the paperwork required to file the claim.  In addition, the insurance company required receipts for everything that was damaged and/or missing.  I do not have these receipts so yet another problem.  If you could help get the paperwork from ****** since they failed to provide, please do so since you were the company so kind to hire an incompetent delivery system.  That will solved half of my problem with filing the claim.  I should not need receipts for everything.  That is ridiculous and quite unrealistic.

  I am not buying the fact that my items were delivered under the agreement discussed by me and ***** Blackrock on 4/5/24. Had I been told there was not a specific delivery date I would have chosen a POD vs. having my belongings being carted all over the country with a guessing game on delivery date.  It was CRITICAL that I had my belongings at my EMPTY home on the date that ***** and I discussed.  He said no problem delivering on a Saturday.  Don't think for a minute that I don't realize that you are being dishonest in the initial conversations.  Feel free to listen to him and I discussing the arrangements and you'll confirm that the delivery date was agreed upon.....not a three week window.  If I had been told there wasn't going to be a specific delivery date, I would not have signed up for your services.  It was all smoke and mirrors from my perspective and very misleading to customers. 

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

• Initial Complaint

  Date:01/16/2025

  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 United Express Moving and Storage to handle an interstate move from ********* to **********. Before agreeing to the service, I provided the company with a complete and detailed inventory list, including the dimensions of all my items. Despite having this detailed information, they initially quoted me for 286 cubic feet. Shortly before the move, they claimed I was slightly over that amount and revised the estimate to 288 cubic feetcharging me an additional fee of $300 on top of the original $700 deposit.When the movers arrived for pickup, they informed me that my belongings actually took up approximately 600 cubic feet, far exceeding the companys stated 288 cubic feet. As a result, they demanded an additional $2,500 or threatened not to proceed with the move. This last-minute demand placed me in an extremely difficult position, as I was close to my move-out date and had few alternative options.Why I Believe This is Unfair/Deceptive Misrepresentation of Volume:Despite giving the company precise item counts and measurements, their final contract only increased the stated volume from 286 to 288 cubic feetan insignificant change given my detailed list clearly should have indicated a higher volume from the start.Bait-and-Switch Tactics:It appears they provided a low-ball estimate to secure my business. Then, they imposed a massive price increase at the last possible moment, essentially trapping me when I had no practical alternative.Removal/Unavailability of Contract:After these issues arose, I attempted to access my signed contract for verification but was told by the company that the contract had been removed from their system. This makes it difficult to confirm specific terms and volume calculations they agreed to in ***************** and Emotional Stress:I have already lost $1,000 (the deposit and additional payment) and incurred significant stress. Additionally, my move was disrupted, causing me to scramble for a solution at the last minute.

  Business Response

  Date: 01/21/2025

  This complaint is regarding a relocation service from ********* to **********. Originally the movers arrived the first time on the contracted date. She was made aware that she has additional items on- site. She then canceled and sent the movers away. However, she then contacted us back a few days later asking for the movers to come back and that she agreed with the on-site revisions. ******* was not charged additional to have the crew come back out a second time. However, upon arrival she then changed her mind again. Refused a second time and sent the movers away. At this point the customer was completely aware and previously had the crew on-site. She still chose to have the crew come back a second time. We feel that by having the crew come back a second time- with no additional fee- was a good faith effort to work with her and rectify the situation. 

  Customer Answer

  Date: 02/01/2025

  I am rejecting this response because:
  The business is simply lying, and their version of events is completely inaccurate. They are engaging in a Bait and Switch scheme designed to pressure clients on the day of their move, fully aware that people are typically under time constraints when vacating a residence. On the scheduled moving day, they demand more money than originally agreed upon, threatening to refuse service if the additional payment is not made.
  Moreover, this company acts as an intermediary between clients and local movers. Their process involves providing a low, attractive estimate to secure a contract and requiring a non-refundable deposit upfront. However, on the actual moving day, they send a local moving company that is unaware of the promised pricing. This creates a situation where the movers and the client are left to negotiate under duress, while the company stays conveniently uninvolved. At this point, they fabricate false claims about the weight, volume, or complexity of the move, using these as excuses to demand significantly more money than initially quoted.
  Here is exactly what happened:
  Initially, I spoke with a representative from United Express Moving and Storage over the phone. They asked for a detailed list of my inventory along with the size of my apartment. Based on this information, they estimated my total volume at 286 cubic feet and assured me that this was accurate based on the list I provided.
  Two days before my move, they contacted me again, requesting a final item list. This time, I provided precise dimensions for every single item, ensuring that my inventory was 100% accurate down to the inch. After reviewing my updated list, they told me my volume had slightly increased and asked for an additional $300 deposit, on top of the $700 I had already paid. At the time, I trusted their calculation and paid the extra deposit.
  What they didn't tell me was that they had only added 2 cubic feet to my contract, bringing my total allowed volume to just 288 cubic feet.
  On the day of the move, the movers arrived and immediately claimed that my total volume was actually around 600 cubic feetmore than double what the company had estimated. They then demanded an additional $2,500 on top of the $2100 agreed amount (initial $1800 +$300 extra deposit)
  When I contacted United Express Moving and Storage about this, their representative simply kept repeating that "the move is based on volume", completely ignoring the fact that the ******************************************************************************************************************************************************* miscalculation, no matter how many times I tried to explain it.
  This entire ordeal forced me to fly from ********** to ********* just to deal with the situation myself, resulting in the loss of at least four days of work and causing extreme stress for both me and my fiance.
  The company later changed their excuse, now claiming that the issue was not the volume itself but that my items were "not stackable." This was a blatant lie.
  A large portion of my items consisted of 30 heavy-duty plastic storage bins from ****** (yellow-lid bins), which are designed specifically to stack perfectly on top of each other with zero wasted space.
  In fact, I later fit all of my belongings into a U-Haul *********** without any problems.
  Additionally, I know for a fact that in this industry, when companies like United Express Moving and Storage create a quote, they use specific software that calculates the volume of each item entered. Given that I had provided them with the exact dimensions of every single item, they already had precise volume information at the time of the quote. Their claim that "there was no way to calculate the volume" was completely false.
  This company intentionally misleads customers with low-ball estimates, demands additional deposits, then blindsides them with huge upcharges on moving day. I urge the BBB to take action against this fraudulent and predatory business.
  Sincerely,
  Kiarash Kiantaj
  

  Business Response

  Date: 02/07/2025

  That is completely inaccurate. You are NOT required to pay anything extra on the day of your move. The ONLY way the cost could increase is if you require and additional service on top of the estimate provided. This could be additional items/ space, packing not completed, etc. However, this is not a requirement. By no means do you have to pay for an additional service, you do have the option to only complete the services agreed upon and previously discussed. In your case, you required additional service. They can not provide the additional service for free. They would have been happy to complete the services already agreed upon and leave the additional stuff behind. You cant expect to add more needs and require the crew to complete this for free. Again, they arrived to your home not once, but twice. We attempted to work with you to try to solve this confusion. 

  Customer Answer

  Date: 02/20/2025

  this business did not provide an accurate answer. they are simply attaching a document that shows that they have a contract. but they did not provide any reasonable answer on why they are trying to scam the customers. I am absolutory not satisfied with this answer. Having a contract does not allow them to scam people. 

  Business Response

  Date: 02/26/2025

  There is nothing included for your accusation, as we do not scam customers. You simply had additional items, cubic feet and additional needs. The movers would have been happy to complete what you were contracted to relocate. However, they were unable to complete an additional service for free. 

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a complete scam!!!They will lie to you on the phone and mislead you into putting a deposit down for a moving date. They told me that in order to get the date that I needed that I had to put the money down at that time and could not call back later to do so because the price would go back up.They never once told me that they do not do the moving themselves. Instead I found out later that they will call literally any random moving company they can find. The movers they tried to send me were not even licensed and only accepted cash, money orders, wire transfers, zelle, or cash app. They did not accept credit cards. I then tried to cancel after finding out that they were using that company for moving my stuff, but they said they would not refund me my deposit. I then found out that the price they quoted me was actually way cheaper than renting a uhaul and doing it myself, which is a big red flag. It was also 3 times cheaper than the price I was quoted from a legit moving company that I called afterwards. Another huge red ******* also looks like all of their 5 star reviews on ****** are fake reviews from first time reviewers. So basically, theyll lie and mislead you the whole way and will not give you a refund no matter what. I did not even get any services from them or the company they tried to send and they refuse to send me my money back even though i contacted them less than 24 hours after putting the deposit down. This company is a complete fraud and will just straight up steal your money.

  Business Response

  Date: 01/15/2025

  ****** ***** made his reservation on January 8th, 2025 for a move on January 10th, 2025. He was made aware that we are in fact a broker. Not only does the contract he signed state this, so does our website and review platforms. Nonetheless, when a customer makes a reservation in such short notice- we immediately begin the reservation process and funds are disbursed. This is why he immediately was in contact with his assigned carrier. ****** called to cancel right after due to the accepted forms of payments. However, he was made aware that payments must be in certified funds. He also signed a contract confirming that payments will be in certified funds. Now with the false accusation stating we dispatch to unlicensed carriers. We would not be in business if this was the case and neither would the carrier. It does not appear that ****** did any research into his false statement and is simply trying to make false accusations out of his own anger. Carrier checks are completed daily and his carrier is 100% active. We made an attempt to explain all of this to ****** and he was unwilling to have a successful conversation. 

   

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22807521
  
  I am rejecting this response because:

  You guys are completely full of lies. 
  

  I was not made aware that you guys do not do the moving yourselves until I was contacted by the other company that you tried to send me. 
  

  I was led to believe that almost certainly the moving would be done on 1/9, the actually day that I booked. Not 1/10. And I told the guy on the phone that I would no longer be in ******* after that, so if that was the case then I did not want the service. 
  

  I was then told that I would receive a phone call by no later than noon the next day to tell me exactly what time the movers would be there, but I ended up having to call you guys because you never called. That is when I was told that it would not be done that day. 
  

  And no the company you sent me is not accredited by the BBB nor are they licensed movers. 
  

  Ive read many of your reviews on ****** as well as other websites all claiming that you guys are a sketchy scam company. You lied to people to lure them in and then get crappy movers that steal and break peoples stuff and dont deliver unless they get more money and take over a month many times. You also change peoples prices last minute to where they have no choice but to pay more. 
  

  The only goods reviews Im seeing look very much like they were bought. Weird how all of the 5 star reviews are from accounts giving their first review ever. 
  

  Everything you guys do and say is either a straight up lie or very misleading.
  

  I contacted you guys barely over 12 hours after making the deposit and you refused to refund me. Theres no way you guys already used the money and if so, I dont believe for one second you wouldnt be able to get it back. 
  

  You guys have literally stolen my money and given me no service in return. 
  

  This is a complete scam and you guys should be arrested for what you are doing. 
  

  Its absolutely ridiculous that you guys are trying to lie and make it seem like this is my fault. 

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

  Business Response

  Date: 01/17/2025

  I will include ****** ***** signed contract showing that he signed for a 2 day pick up window of 1/9-1/10. This will show that Mr. ***** was aware of the two day pick up window. Mr. ***** is simply making up the allegation that we dispatch to unlicensed carriers. This is simply not a fact and he would be unable to show any proof or evidence of this.

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22807521
  
  I am rejecting this response because:
  

   

  As I said before, the business lied to me on the phone and led me to believe that the service would be down on the 9th. I was told that I had to write down a two day window, but that this would not be the case. And I told the guy in the phone that if it was unable to be done on the 9th, then it would not work for me. He then assured that it would be. However that was not the case.

  Every thing they told me has been a lie. 
  

  I can send snapshots of all of their negative reviews showing that they have been accused many times of lying to customers and misleading them as well as many other things. 
  

  I can also send pictures of their positive reviews showing that all of them come from first time reviewers with no profile pictures. They obviously paid a company to provide them with positive reviews online in order to make their company look legit when they are actually very sketchy.

  If they were a good company they would have refunded me right away considering they have provided me no service and done literally nothing for me. However they still refuse to refund me and have done nothing to even try to make things right.

  I have received no service and they are stealing my money. That right there shows what kind of company they are. If they would have just refunded me right away, then everything would be fine. But the fact that they continue to go to great lengths to avoid a refund shows just who they are.

   

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

  Customer Answer

  Date: 01/17/2025

  I have included a photo once again showing that the business tried to send me an unlicensed moving company. 

  Again I was not told ahead of time that they were even going to send me a moving company because they made it seem on the phone that they did the service themselves. They also misled me in many other ways as they do with many other customers as shown in their reviews. 
  

  I have many photos of negative reviews for their company explaining how they s**** people over and lie and steal their money. They have no remorse for taking someones money and providing horrible or no services at all. 
  

  I can send any additional photos. I just do not know how to send them all at once. It looks like it only allows me to send one photo at a time. 

  And once again, they forced me to sign a two day window, but promised that it would be done the first day. In other words, they misled me into believing it would be done the first day and then ended up not following through with that. 
  

  This business did not even attempt to offer me a refund even after I went through their proper channel to do so. 
  

  They are a scammy and sketchy business that preys on people and offers no resolutions to fix the issues that they caused.

  After reading many of their reviews, it seems that many of the moving companies that they send people are very poorly ran businesses that do horrible jobs for people. 
  

  And once again, I still have not received any service nor have I received a refund. They have stolen my money and refuse to refund me. 

• Initial Complaint

  Date:12/15/2024

  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.

  This business is an elaborate scam designed to milk customers for money. They intentionally misrepresent themselves as United Van lines (a legitimate company) and advertise as such. This is how they got my numberwith a ******** ad presenting extremely similarity United van lines. Heres how the scam works:-call you up and do a phone inventory where they intentionally underrepresent the amount of goods and square footage you. Theyll promise you a low-ball price to undercut other movers. -when you agree to that price theyll them rush you through e-signing a contract which only gives you 72 hours to cancel and lays out an elaborate cancellation process. -you'll sign and give them a hefty deposit that you'll never get back because their cancellation policy and contract make it difficult. -they'll then call you within 72 hours (remember this, it's important because you can't cancel within this period) and"update the phone inventory which will always be more than what you told them and the price will go up by thousands of dollars. They'll then ask for more money and another deposit. -they will subcontract your move out of shady movers with terrible reviews. Mine was given to "fairway moving and storage" out of ********** that has a history of extorting customers after they load your belongings (look them up on BBB). -as other complaints have stated, it'll be a miracle if the movers show up and don't try to extort you for more money hoping you'll be desperate and just pay them. If you try to cancel at any point in this process they'll threaten you with keeping your deposit. The whole thing is designed to milk you for money and drag you along until they've extorted you for everything you're worth. No legitimate business operates this way.

  Business Response

  Date: 12/17/2024

  This complaint is regarding a relocation from ******* to ********. In Mr. ******** case- he canceled the night before his move. No movers arrived at his home. With regards to any changes,  the only changes that were made during his quality assurance call was made by Mr. ******* himself. He went from an inventory list with 105 pieces to an inventory list of 177 pieces. This is an additional 72 items. His statements regarding "low ball" pricing has no stand as he never experienced an on site move with any of our movers. Additionally, we do not portray ourselves as another company. We are UNITED EXPRESS MOVING AND STORAGE. We have a completely different company name, different logo, different website, etc. This complaint is out of fear of moving with a company in general and not so much out of experience, as he never moved forward with the date of his move. 

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22690431
  
  I am rejecting this response because: ************ uses these tactics (intentionally underpricing the move in order to secure "non-refundable" deposits). 

  Also, their subcontractor (Fairway Moving from **) also has a pending insurance cancellation listed with the *****. Unless Express assured me my belongings would be insured and clearly that's not the case. Their subcontractor also sent me an email demanding "75% of payment via cashapp or zelle" 2 days before the move. 

  This is not the behavior of a legitimate business. Not at all. They should've done a physical, in-person inventory and no one should be continually asking for more and more money before a single thing has been loaded onto a truck. Especially not via payment methods like cashapp. 

  Business Response

  Date: 12/31/2024

  Unfortunately we do not offer in-person estimates. You were aware of this from the beginning, prior to reserving your move with us. You can not be upset that we didn't provide a service to you that we don't offer. With regards to your carrier, the carrier is insured and fully active on the ***** website. As your broker it is our job to dispatch to companies that are active on the ***** website. Just because there is a pending cancellation, doesn't mean it will cancel. During our daily checks, this can happen for many reasons; address change, premium due, updated information, etc. Until they lose insurance, they are a licensed company. By law- all insurance will cover the relocation service provided. 

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22690431
  
  I am rejecting this response. Actually I didn't know you didn't offer in-person inventory/estimates. You never explained that and you never even offered to do one. You also waited until 2 days before my move to bother following up on the inventory. This is all part of a well known scam that you "brokers" engage in. You take "non-refundable deposits" and wait until your client is in a vulnerable position within 48 hours of needing to move and then hit them up more money. Then your subcontractor (whose insurance status you apparently have no idea about) shows up asking for more money via cashapp and other untraceable methods. Again, NO LEGITIMATE BUSINESS OPERATES THIS WAY. Maybe "United express moving" should go do an internship with the real "United van lines" and learn how to operate a legitimate moving company. 

  Furthermore, if your subcontractor cannot keep up with their insurance payments and remain in good standing with their insurance company then they're not touching my belongings. The "pending insurance cancellation" has been listed on the ***** site since at least the day they contacted me to conduct my move. If you're as reputable as you claim then you should be verifying this prior to trying to sub-out the move to somebody with questionable insurance status before letting them take possession of $10000 worth of somebody else's belongings.

  
  

• Initial Complaint

  Date:12/08/2024

  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.

  ******! ********. THIS COMPANY IS A BROKER AND THEY ARE A SCAM. THEY HAVE FAKE POSITIVE REVIEWS. GO TO BBB WEBSITE.I went over my inventory two times with a **** ********. The second call and inventory I got off the phone with him after he it would be double the amount originally quoted. **** then called me back and left a voicemail threatening me. Here is that transcript from his voicemail:There was no rug On the original estimate so that was incorrect and then we did have to add in the footboard and headboard to the bed, which you know that should've originally been on there, but unfortunately, it was not so I do have to tell you those details Again, if you do cancel your Deposit payment. We are going to fight that and we are going to win. I do not want that Near to you, I would much rather have these details figured out in a proper way so we don't have to go down there Road, but if you do charge that back, we will absolutely fight it and will definitely win That charge back. I'll give the details and information. We have No No again, you did legally sign a contract You cannot cancel at this point, and if you're choosing to cancel that is all in writing with your signature on there So again, please call us back. We'd love to figure this out. Much better manner. Call me back at this number or you can call back any of the other phone number. Just fine thank you so muchNow today the movers showed up dressed in ragged clothes and very unprofessional with a filthy truck. The ******* went on telling me that my moving cost is now going to be a total of $2143 more than the original estimate over double the cost due to fees for having to use a fright elevator and long travel fee, which they knew about from the original quote. My move was first quoted at $2300 now it is over $4400. 1 SMALL GUY SHOWED UP 5 DAYS LATE TO DELIVER THE WHOLE TRUCK AND STRUGGLED FOR 5 HOURS AND MY LARGER ITEMS WERE ALL BROKEN, TV, TV STAND, BED FRAME, SHELVING UNIT.

  Business Response

  Date: 12/12/2024

  This complaint is regarding a relocation for ****** to **********. ****** made his reservation for 46 pieces of an inventory list with 569 cubic feet. Upon reservation each customer receives a call to review inventory- typically a customer may add forgotten/new items or remove items they decided not to move. In ******* case, he needed to make some additions. However, after making the additions, ****** refused to make these updates and reverted back to his original inventory stating that is all he will move. Upon the arrival of the movers, he changed his inventory again. He went from 46 pieces and 569 cubic feet to 102 pieces and 950 cubic feet. ****** wanted to move the additional items at no additional cost. However, adding items is an additional service. He did eventually agree to paying the additional service with the movers on site prior to loading the truck. I am attaching the original inventory and the inventory that was physically moved to help understand why ****** experienced an increase.  With regards to damages, one of our customer service **** will be emailing you the proper steps for you to file a claim towards compensation. If you need assistance with this, we would be able to help. Contact us at ************. 

• Initial Complaint

  Date:12/05/2024

  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.

  The company did not provide the service as requested. The company called to ask if I would adjust my move a day before with no offer to reimburse, but when I called the company to reschedule they threatened to charge me an additional $500. The company promised when I scheduled that I could move my dates at anytime with no mention of a penalty but did not follow through.

  Business Response

  Date: 12/10/2024

  This complaint is regarding a relocation from ************** to ******. She made her reservation with the dates of October 30th, 2024 and October 31st, 2024. We have a very clear policy that states that you can change your dates penalty free with a 7 day prior notice. We do try to work with each customer on this if they give us at least 4-5 day notices. To be clear, we DID NOT contact her to change her dates- she contacted our customer service on October 29th, 2024 to change her dates. One day before her pick up date. This will require a date change penalty. Changing dates one day before pick up costs us and the movers money and affects the routes and schedules planned. Even after attempting to explain this to the customer- we decided to waive the fee at an attempt to work with her. She refused and was upset about the fee (within her contract) and refused to work with us moving forward. Additionally, the customer has already initiated a dispute- therefor we no longer have her funds as the review is in process with her bank. At this point- we can not process any refunds any further. We made attempts to work with the customer even after the short date change notice. 

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22642817
  
  I am rejecting this response because:

  To be clear the company did call me 2 days before my move requesting a earlier move date which I declined, because I was not prepared for the earlier move. This was not a 7 day notice or a 4-5 day notice on their part, its seems strange that the sudden change on their part was at no charge to them, but if the customer needs to change their is a $500 dollar fee. . When starting the contract the representative stated I could change my move at anytime, with no mention of a penalty, which is why I did not understand the large fee when I requested a change in dates. Also on the first initial contact the representative did not offer a waived fee AT ALL. When I requested to speak with a manager, the customer service agent stated "we have no managers" and she was the only person I could speak with. This lack of hierarchy and accountability is concerning, but I am unsure if the statement was true because I was unable to speak with anyone past the customer service team.

  I then asked is there an owner to contact or someone that can assist with the situation further, she then stated "you cant just call a business and ask to speak with an owner, so no I am the only manager in office, what is it that you want me to say?". I requested a billing contact, she gave me an email, which I have still not received a response to this email, the email was sent 10/29/2024(*******************************).

  Moreover, the company denied the dispute from the bank, claiming they do not have the funds in this response is also concerning. Overall, the company's behavior after I signed the contract was rude, impatient, and unaccommodating. The customer service provided was terrible and did not meet the standards expected for customer satisfaction. 
  Sincerely,
  
  *. ********

  Business Response

  Date: 12/12/2024

  Our company did not contact you to change your dates. This is completely false. Below I will include a portion of your signed contract. It is right at the beginning of the contract with bullet points. The last bullet point will address the date change policy. This states "No date change penalties if your request is made more than 7 days before your scheduled pick-up date" ****** ******** attempted to change her date one day before her scheduled pick up date. We have already attempted to waive this fee for her, she refused. 

   

  With regards to the dispute, once a dispute is started- the bank will remove the funds. We are then responsible to show the bank that we did not do anything against the signed contracts. Once the contracts are sent in, they will then review each side. At this point we both have to wait for the review to be completed and the final decision to be mase. We can not process any refunds once a dispute has been initiated. 

   

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22642817
  
  I am rejecting this response because: The company did reached out to inquire if I could move earlier than the requested date. A ***resentative called and mentioned that they had a truck in the area and asked if they could "pick up tomorrow.". I understand the documents  attached as well, My concern lies with the information provided by the ***resentative during the appointment scheduling process, as he mentioned I could change the dates at any time, with no mention of a fee, all I am stating is he did not mention the fee before taking the deposit. When I first called, the team did not offer a waived fee,  and the ***resentative emphasized that the truck was already scheduled and there would be a fee., no accommodations were offered on the first initial attempt, she said there was nothing she could do. During this time I had to make other arrangements due to a time crunch of having to leave. I called back days late again to stress my situation and asked for a onetime forgiveness of the deposit, that's when the second conversation happened with the *** that stated they don't have managers and she was the only one I could speak with. I called a third time that day and spoke with another *** that's when she mentioned there was a possibility of waiving the fee. By this time I had already had to make changes because I had to leave the state, so at this point the offer of a possible waived fee was too late. My question to the team would be if it could have been waived why did the first *** say there was nothing that could be done?

  To add, after the cancellation was made a, it turns out the truck that they scheduled was not scheduled for the right time frame anyway and contacted me days later trying to pick up, another instance of miscommunication, ultimately my move would have been late anyway and they could have just let the carrier know, at no additional cost because that's when they would have arrived. Please refer to the attachment to show that I am not providing false information. Please see the screenshot from the driver 4-5 days after the original scheduled pickup window , who stated he got the info from united.
  Sincerely,
  
  *. ********

• Initial Complaint

  Date:11/20/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired "United Express Moving and Storage," misled into believing it was a full-service moving company, they never disclosed they are a broker and not a moving company. After paying a $3,400 deposit on October 18, 2024, I was shocked to receive a second request for $3,000 due to a supposed increase in inventory, raising the total to $13,000. I noticed contracts said Fairway Moving after the payment was sent to United Express and Moving, I asked "Bill" about this and he said he worked for the company and they go by both names. I should of realized it was a scam then.When the movers arrived on November 18, they only brought one 28-foot truck instead of the promised two 26-foot trucks. I tried to contact "Bill" for clarification, but after speaking with "****," I realized I was dealing with a potential scam. Fairway Moving LLC insisted on payment via cash, check, or cash transfer, claiming they didn't accept cards due to lacking a merchant ID. I was misinformed, swaddled and now I am being exhorted. The company is withholding my belonging and demanding a payment of 4900 to schedule my goods to go Az and an additional 4900 to deliver. I am seeking help to retrieve my furniture, children keepsakes, clothes and ultimately my life ******* additional to predatory practices they are also employing illegal immigrants who showed up to complete a move on a federal military installation.

  Business Response

  Date: 11/29/2024

  This complaint is regarding a relocation service from ******** to ******* on a military base. The customer's final revision is based on the inventory and information she has provided us. This was for a total of 1920 cubic feet for 193 pieces. Upon arrival, the customer had a total of 270 pieces. This is an additional 77 pieces on site- causing the additional cubic feet and space needed. This was the main cause for her cost increase, other then that she received a $150.00 stair fee. I am including her signed paperwork that includes her total cost as well as the inventory list. The movers did show up with a 28 foot truck due to her inventory only reflecting 1920 cubic feet.

  To acknowledge her statement about us being a brokerage- by no means do we hide this fact. We are proud to be a brokerage and to be able to reach every state within the united states. It is reflected on our contracts, on the BBB, our website and all other platforms. This is also why you were given the *** of your assigned carrier on the date of your reservation, as you stated as well. 

  With regards to payments, the movers were originally going to accept a credit card payment from the customer. However, once the pick up was completed- things took an unexpected turn. The carrier as well as our company began receiving phone calls from who we believe is the customers sister. She is impersonating a federal officer and pretending to have ICE deport the helpers. The ******* and the helpers do go through a vetting process, in which they have passed. By no means should anyone assume that they are not legal. The customer has made zero payments towards her pick up payment and has made several statements to the carrier about paying via credit card so that she could just dispute the charges. This is the main reason why the carrier no longer feels comfortable accepting credit card payments from the customer. 

  The carrier would like to finalize everything with you and move forward towards your delivery. Per your contract you are required to pay 50% of your agreed upon pick up payment prior to delivery and 50% remaining upon your delivery. We will be contacting you directly at an attempt to finalize this with you. 

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22585181
  
  I am rejecting this response because: I am writing to formally lodge a complaint against United Express Moving and Storage and Fairway Moving LLC regarding the moving services provided for my federally funded government move. I would like to outline the issues I have encountered with this company, which I believe highlight significant concerns with their business practices.

  
  Initial Quotation and Miscommunication on Services:
  I was transparent with  United express about the inventory in my home and clearly communicated the need for two 26 ft trucks. On November 15, 2024, I spoke to ****, a representative of the company, who confirmed that due to the size of the inventory, two trucks were required. A price of $13,000 was quoted for two 26 ft trucks. After noting the significant cost increase from $7,000, I requested an alternative option, asking for one truck and half of the second truck. **** quoted a price of $9,000 for this alternative arrangement and instructed me to notify the movers to only use half of the second truck. However, when the move took place on November 18, 2024, only one truck arrived, which was a clear violation of our agreement.
  

  Lack of Transparency in Business Practices:
  When I informed ****, another representative of the company, that one truck had shown up, she repeatedly told me that the verbal agreement did not matter. This response emphasizes the company's lack of transparency and disregard for verbal commitments. I believe United express moving and storage has concealed critical information regarding the services they offer and the size of the trucks being used, which has caused undue stress and confusion.
  

  Payment Issues and Legal Concerns:
  This move was 100% federally funded, meaning the payment could only be made through legal, trackable means. I made it clear to the company that I could not and would not pay using cash, CashApp, Zelle, or wire transfer, as these methods are not compliant with federal guidelines. When the movers arrived and demanded payment via cash, CashApp, Zelle, or wire transfer, I informed them this was not possible or legal. ****** ********, the *******, stated to call the company the following day to determine payment, and even discussed the possibility of processing the payment over the phone. However, when I later spoke with ******* from Fairway Moving LLC, she informed me that their company lacked a merchant ID and could not accept card payments. This inconsistency regarding payment options is unacceptable.
  

  Denial of Access to Household Goods:
  I made several attempts during the week of November 19th to retrieve my household goods, as I was leaving ********. All of these attempts were denied, and I was not allowed access to my goods at the company's facility. This denial of access is a clear violation of my rights, and I have been left in a difficult situation due to the company's failure to provide a lawful and agreed-upon service.
  

  Allegations Regarding Immigration Status:
  Additionally, I have concerns regarding the foremans admission on camera (video and voice) that one of the movers is an undocumented immigrant and does not have the necessary paperwork. This raises serious legal and ethical questions about the companys practices, and I believe these matters should be investigated thoroughly.
  

  Communication Preference:
  Due to the numerous discrepancies and verbal miscommunication, I have decided to communicate with United Express storage and moving and Fairway Moving LLC only via email moving forward. The companies inconsistent statements and failure to follow through on verbal agreements make it impossible for me to trust any further phone conversations.
  

  I respectfully request that the Better Business Bureau investigate this matter thoroughly, as I have been subjected to poor service, legal payment confusion, and denial of access to my property. I seek a resolution to this matter, including the immediate release of my household goods and a full explanation of the companys practices.
  Thank you for your time and attention to this matter.
  
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 12/09/2024

  We have made an effort previously to explain the charges and the increases she has experienced. With the attached paperwork from her pick up, you will see that there were an additional 77 pieces on- site. When there are additions, this is an additional service which would need to be paid for. At that point she had the choice to either move forward with her items listed or pay the additions and load the additional pieces.  This is reviewed prior to loading the truck. She decided to move forward with the additions and signed the on- site contracts. At this point she is legally obligated to the contract she signed. At this point she has made no payments towards the pick up costs of her move. 

  For a total of ***** cubic feet, there will be one truck that shows up. The truck size is based upon your agreed upon inventory and cubic feet needed. However, the movers were able to complete your pick up in full and made sure they had additional space for your additional pieces. 

  The movers were willing to accept the credit card payment initially. They are no longer accepting a credit card payment after threats of initiating a dispute after receiving your delivery. They will accept certified funds- Certified Check, Postal Money Order, Cash, Wire Transfer or Cash. In our experience with military moves, the customer typically pays for their move themselves and will receive compensation from the military. With these moves we will provide two weight tickets- one prior to loading and one after loading. You have already received the empty weight ticket, per your request. The weight tickets are typically requested so that the customer can be reimbursed by the military. 

  With regards to you picking up your items from the storage location- you have received an email as of November 22nd, 2024. This email states that you are able to retrieve your items, however you must satisfy the pick up payment first. Once the payment towards the completed services have been paid, you will then be able to schedule a time and date to retrieve your items. You can also complete the pick up payment and allow the delivery to be completed as normal. 

  As previously stated, the foremen go through a vetting process. By no means should anyone assume someone's immigration status based on their race. To be more clear, someone's immigration status has nothing to do with you or your move and I will no longer speak on or discuss this moving forward. We do not discriminate on anyone based on race, *** or nationality. 

  ******** ******* is in direct contact with us via email at an attempt to come to some sort of a resolution. 

   

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22585181
  
  I am rejecting this response because:
  I am writing to formally address the ongoing issues with United Express Moving and Storage, specifically regarding the company's misrepresentation of storage conditions, pricing, and service terms. These deceptive practices constitute a clear violation of consumer rights under the Consumer Fraud Act, which prohibits fraudulent and misleading business conduct. Due to the companys illegal practices and the undue suffering I have experienced as a consumer, there must be a formal and effective resolution to address the concerns and resolve the issues at hand.
  Furthermore, it is important to note that the continued back-and-forth on the Better Business Bureau (BBB) platform has proven unproductive. This site serves merely as a review service, and in my opinion, does not offer any substantial assistance in resolving the matter. I strongly urge potential customers to avoid engaging with **********************, as their own replies have demonstrated inconsistencies and raised concerns of possible scams.
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was contacted on 10/8/24 and was underquoted for the move which was for 457 cu. ft. paid the deposit and then 3 days prior to move did another estimate and upcharged again by $1,000 because it was more cu. ft. than they had realized. Was assured by representative before the move that window would be within 7 to 21 business days of 10/17/24 pickup date. It is now 21 business days and furniture is still not delivered. Called representative at customer service ****** who basically is washing her hands clean of this by saying that it's actually 30 days and having me call the moving company. I thought you're the middle man? Plus, why mention 7 to 21 business days if you can't even hold up on your end of the bargain? If I'm having to do the work you're supposed to be doing, then what did I pay you for? Terrible customer service and proceeds to speak over you to go on a long narration that leads you nowhere. I just want my items and I am tired of being gaslighted by this company. You make an estimate and you promise that to people and then when you can't deliver you try and put it back onto the customer. Absolutely shameful. I was underquoted and charged way more than I thought. Shady business practice and shadier people working here.

  Business Response

  Date: 11/29/2024

  This complaint is regarding a relocation service from ********** to ********. The customers final estimate was based off of 597 cubic feet for the inventory list he provided to us. I am attaching the final paperwork reflecting his charges on site that lists all the additional items, as well as pictures. The additional charges he experienced was only due to additional inventory not listed and the delivery shuttle truck needed at the delivery.  With regards to delivery, the movers do have up to 30 business days to finalize a delivery. Please keep in mind that delays can happen as well as the distance of the relocation (2620 miles). However, the delivery is fully completed and the customer received a discount on the delivery shuttle fee. 

  Business Response

  Date: 11/29/2024

  I am attaching the images and paperwork here.

• Initial Complaint

  Date:10/13/2024

  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.

  Our belongings/property was packed on a truck by United Express on October 3rd. We were told a date of October 7th that we would have our stuff. It is now the 13th. They wont return phone calls or give us any idea if we will ever receive our stuff.

  Business Response

  Date: 10/22/2024

  Unfortunately we are unable to locate a file under the name "***** ******". We see a file with a similar last name, however the first name does not match. I believe this may be a 3rd party review. Please assist by including further information so that we can properly locate your file and better assist. Thank you. 

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22417632
  
  I am rejecting this response because:
  
  Its officially under my husbands name ******** ******. The customer service associate knew that when she called us demanding to know why I contacted the BBB. Its now the 22nd and we still dont have our belongings. We were promised delivery for an entire week (14th-18th) and we were constantly trying to get someone to call us back with ANY valid information. Finally, we were told the truck broke down, but no one could give me information on what their plan was. We requested a partial credit due to this but were met with more phone calls not returned. 
  Sincerely,
  
  ***** ******

  Business Response

  Date: 10/28/2024

  The reservation and all communication was completed with ******** ******. Our customer service team has been in direct contact with Mr. ****** with all updates available. Unfortunately machinal issues can happen which can cause a delay. Your delivery was completed on Tuesday 10/23/2024- within the contractual delivery time frame. If you require anything else, please do not hesitate to contact us at ************. Thank youl.