Complaints

This profile includes complaints for UniGroup's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  UniGroup

  1 Premier Dr Fenton, MO 63026-2989

  
• 

  UniGroup

  1 Worldwide Dr Fenton, MO 63026

• 

  United Mayflower Container Services

  412 SE Fleetway Cir Lees Summit, MO 64081-3114

• 

  UniGroup

  3122 Mike Padgett Hwy Augusta, GA 30906

• 

  United Van Lines

  15850 SANTA FE TRAIL DR. Lenexa, KS 66219

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:07/22/2025

  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.

  Severe damage to many items on our move from ******* to **********. Moving company severely damaged most of our furniture including a $6,000 RH Table, $1,000 Room and Board Nightstands, an irreplaceable custom built hutch that is valued at around $5,000. Other damage includes irreparable damage to lamps, couches, and chairs. Moving company refused to provide transparency in repair cost of furniture. We paid about $8,000 for this move. Company does not care at all that their customer items are destroyed. The employees, stated they hadn't ever seen so much damage occur in a warehouse and advised we take pictures, and also provided a report with 24 line items detailing out all the damage their employees caused at the warehouse. Their claim of providing over $30,000 of insurance is a scam. They do not stand behind their assurances and contracts, and offer no transparency in the claims process. I expect they repair my items, and when cannot repair then they replace with the exact good. Instead they do whatever they can to get out paying for a dime of damaged they caused.

  

  Business Response

  Date: 07/29/2025

  The initial claim settlement was sent to the shipper on 7-21-25. The shipper disputed some items on the settlement and a settlement revision was sent on 7-28-25. The shipper has not yet responded to the new settlement offer. Please let me know if you have any questions. Thank you.

  Customer Answer

  Date: 08/05/2025

  Hello BBB,

  This complaint was escalated to a manager of the claims team. - I do not know if that is the result of going through BBB or given the duration of the claim.

  While the outcome was not desired, who wants to move and find 80% of their large furniture, damaged and destroyed. I did accept the settlement after numerous rounds of correspondence for about $5,000.

  Thank you,

  Ford

  

  Business Response

  Date: 08/07/2025

  Thank you for sharing Mr. ******** comments.

• Initial Complaint

  Date:07/17/2025

  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.

  We hired United Van Lines to move us from ********** to *******. The move cost over $17,000. Part of what we paid for was the service of our belongings arriving to us safely and on time. United gave us a delivery spread in ******* of July 3 to July 7. Our belongings didn't arrive to us, however, until July 10. We reached out for compensation for three days of living without anything that would make our house liveable, including a bed to sleep in, kitchenwares with which to make food, etc. They offered us $100/day. This is barely enough for one person to eat, let alone for two of us to sleep somewhere, eat, and have the necessities for living. We asked for further compensation and they outright refused.

  

  Business Response

  Date: 07/24/2025

  
  July 24, 2025
  
  Better Business Bureau
  Serving **************** & *****************
  *********************************************************************************************
  
  RE: ******** ******
  United Van Lines, LLC Order Number: *********
  BBB complaint ID# ********
  
  To whom it may concern:
  
  I am responding on behalf of United Van Lines, LLC (United) to the complaint received
  in your office from *********** arising from her interstate move identified as United Order
  Number *********.
  
  We sincerely regret any inconvenience experienced by Ms. ****** as a result of this delay
  in delivery. As acknowledged, the shipment experienced a delay beyond the scheduled delivery
  window. In accordance with our Bill of Lading contract and governing tariff, we have already
  processed the customers delay claim and offered payment in the amount of $300, which reflects
  the contractually agreed-upon remedy for a three-day delay in delivery.
  
  With respect to ************ request for additional compensation in an unspecified
  amount, we must respectfully decline to pay same. Interstate shipments are governed exclusively
  by federal regulations which limit the amount of compensation that a customer like Ms. ******
  can recover in the event of a delayed delivery of the shipment.
  
  We remain committed to resolving this matter and are available if additional information
  or documentation is required.
  
  Sincerely,
  
  ****** Chance
  Senior Paralegal
  
  25-000004656
  #W79HV8V40D0YNYv1

  Customer Answer

  Date: 07/24/2025

  Complaint: 23613803
  
  I have reviewed the business' response and am rejecting it because it's an unreasonable policy. For three days we had no bed to sleep in, no clothes to change into, no kitchenwares with which to cook food, and no toiletries or personal belongings for everyday. While I understand that the policy states compensation of $100 a day, that's nowhere near enough to even cover a night at a hotel room for two people, let alone meals or anything else. The move itself cost $17000, the compensation being offered is not even 2% of that cost. Not only were our things delivered late but we also got no communication about the fact that it would be later than the window provided until the actual last day of the window. The least the company could do would be to compensate for the price of a hotel room, about $250, for those three nights.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 08/01/2025

  July 31, 2025 
  

  Better Business Bureau 
  Serving **************** & **********************;
  ********************;
  Suite 2060 
  ************************;
  

  RE: ******** Sigman 
  

  United Van Lines, LLC Order Number: ********* 
  

  BBB complaint ID# ******** 
  

  To whom it may concern: 
  I am responding on behalf of United Van Lines, LLC (United) to *** ******* response 
  received in your office arising from her interstate move identified as United Order Number 761-
  161-5. 
  

  We have reached out to *** ****** in the hopes of resolving this dispute to her 
  satisfaction. Unfortunately, we have thus far been unable to connect on subsequent telephone calls 
  to *** ******. 
  

  We have since sent email correspondence with a revised compromise settlement offer and 
  await *** ******* response. 
  

  We remain committed to resolving this matter and are available if additional information 
  or documentation is required. 
  

  Sincerely, 
  

  ****** Chance 
  Senior Paralegal 

  Customer Answer

  Date: 08/03/2025

  Complaint: 23613803
  
  I have reviewed the business' response and am rejecting it because:

   

  Hi ******,

   

  I'm not trying to be rude, nor am I trying to put you out, but you were three days past the latest guaranteed date of our delivery spread. We quoted the lowest possible hotel price per night for two people, no factoring in the pet fee for our dog, our per diem when it comes to food and toiletries, nor what the cost of a real hotel, not a cheap motel, actually comes to. We truly thought $250/night was asking the bare minimum of human empathy.

   

  I appreciate your coming up on the payment but anything less than $750 is insulting to our experience. Especially when you factor in that we weren't told in advance there would be a delay, but rather, on the last possible day of delivery we were told it would be another three days.

  I want to reiterate that this move cost $17,000. What your offering at this point is still barely 3%. It hardly seems like due compensation.

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

• Initial Complaint

  Date:07/08/2025

  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.

  Severe damage to many items on our move from **************** to *******. Moving company severely damaged (took two large chunks out of) my concert grand piano and broke off a hammer for a key. Other damage includes irreparable damage to the top of our pottery barn kitchen table, bed frame, dresser, broken crystal, broken jewelry armoires, lost boxes, etc. moving company is not doing anything to resolve my problems other than offering apologies and telling me they cannot substantiate my items and continue to look into my claim; ie doing nothing. They have cancelled a piano repair that has been scheduled for two weeks when the manager at the ***************** location of this move witnessed the damage done by his employees. Our walls damaged in this move have not been fixed. We paid about $14,000 for this move. Move was done in two parts, unbeknownst to **. Moving company initially left us in a lurch without assembling any of our furniture. We had no bed to sleep on. Had to hire. Handyman to assemble furniture. Company does not stand behind their people and does not care if their cudtomers items are destroyed. Their claim of providing over $60,000 of insurance is a scam. They do not stand behind their assurances. I want my items repaired when possible and paid for when irreparable.

  

  Business Response

  Date: 07/11/2025

  We are still in the process of resolving the claim with the shipper. We are working with her on getting the proper substantiation of value and the claim is moving forward at this present time. Thank you. 

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with Mayflower Transit, LLC for a cross-country move from ******* to ******. Mayflower, through its agent ******** Moving and Storage, handled the move. The experience has been traumatic, chaotic, and deeply damaging - both to our home and our belongings.We moved into a brand-new, never-before-lived-in house in *******, ******. It was pristine. After the move, the home had extensive damage:Walls gouged, scraped, dented, and covered in grime Carpet soiled and marked with dark stains Large furniture left in the garage instead of placed in rooms A mover brought an unsupervised child into our home Multiple high-value items were also damaged, including a standing desk that arrived with structural damage. Seven to eight items, including a TV and desk components, were never delivered. We were told they were left in ******* because they didnt fit on the truck. We were not notified in advance and only found out at delivery.The claims process has been a nightmare. Since June 16, Ive been contacted by three separate people about home damage - each requesting photos, with no apparent coordination. After I sent photos to all three, one (***** from RS Moving and Warehouse) said theyd send $500 to cover damage. A contractor who assessed the home via ******** gave a rough estimate of $7,000.Despite many emails, I still have no written repair estimate, no scheduled repairs, no timeline for compensation, no delivery date for missing items, and no explanation for the disorganized response.We work from home and have not been able to fully unpack. We are missing key equipment, and our brand-new home is visibly damaged.We paid $15,000 for this move and have received minimal response and no resolution.All documentation, photos, emails, and a full timeline are available upon request.

  

  Business Response

  Date: 07/14/2025

  RS Moving & Warehousing is a fully disclosed agent for Mayflower Transit and has been notified of the alleged residential property damage and a claim file created under  Mayflower ID# ************. RS Moving & Warehousing responds that they will be reporting as an insurance claim to their carrier, ******************* Company ********************* ).
  The customer has not yet filed a proper cargo claim, having nine months from the date of delivery to do so. Claims filing form and instructions have been sent to the customer. The customer has indicated they will wait to file any claim until the overflow arrives. 
  Regarding undelivered items this is what is known as an overflow. Whereas movers prefer to transport goods all on the same vehicle, it is not always possible, and this contingency is described on page 33 of the Rights & Responsibilities booklet, receipt of which the customer affirmed. This portion of the shipment is being planned for delivery, hence the job will be finished as per the customers desired solution. 
  Code of Federal Regulations (CFR), particularly 49 CFR Part 375 which governs the transportation of household goods in interstate commerce, we are prohibited from giving refunds as we have fulfilled our contractual obligations for transporting goods and other services have been rendered. 
  Regarding presence of a child on the job site, van operators are independent contractors who often travel with family. RS Moving denies the child was unsupervised and may have been in the home to use the bathroom (a common courtesy afforded all crew members).
  
  Thank you.
  
  ***** *********, Manager
  UniGroup Loss Prevention
  

  Customer Answer

  Date: 07/17/2025

  Complaint: 23497072
  
  I am rejecting the businesss response as it does not adequately acknowledge or address the severity of the issues we experienced, nor does it offer any meaningful resolution or next steps.

  1. Claim Filing Misrepresentation:
  The response inaccurately suggests that I am delaying resolution by not filing a claim. In fact, their own documentation instructs customers to complete all unpacking and inspect all items before filing to avoid an incomplete or denied claim. We still have not received our overflow shipment, therefore many items remain uninspected. Filing a claim now could jeopardize our ability to include the full scope of loss.

  2. Dismissive Approach to Property Damage:
  The response fails to address the full extent of property damage caused to our brand-new home, which included gouged and soiled drywall throughout our entire home and stained carpeting. We were offered an insulting $500 to cover repairs after a contractor hired by their own partner estimated $7,000 in damages. The response doesnt even acknowledge these conflicting estimates. PLEASE NOTE - No one from the company has inspected the damage in person. After I rejected the $500 offer, I never received follow-up. Likewise, we never heard back from the contractor after a FaceTime walkthrough, during which he acknowledged the job was larger than expected. We have received zero documentation, no formal estimate, and no repair plan.

  3. Overlooked Safety Concerns:
  The claim that the child brought to the move site was simply using the bathroom is false and unacceptable. The child was unsupervised in our home and repeatedly ran up and down the moving truck ramp. Multiple neighbors have approached us to report witnessing this. If needed, I will obtain written statements from them. This was an unacceptable safety and liability risk, and the companys response trivializes it.

  4. ******************** and Accountability:
  To date, Ive been contacted by three different representatives regarding property damage, all seemingly unaware of each other. There has been no coordination, no leadership involvement, and no written repair plan. I have repeatedly requested a clear point of contact, but no one has stepped forward to take responsibility.

  5. No Resolution on Missing Items:
  The explanation regarding overflow does not excuse the failure to notify us in advance that a large portion of our household goodsincluding a TV, desk parts, and fitness equipmentwould be left behind. We learned this only upon delivery. There is still no confirmed date for delivery of these items, now more than a month later. NOTE - we have been told that our stuff is on the way to ********, OR but we have not received the promised follow up and/or an estimated delivery date. 

  6. Abandoned Furniture in Garage
  Several large furniture pieces were left in our garage, with movers claiming they would not fit upstairs. However, my husband and father moved all but one item upstairs themselvessomething they should not have had to do. We eventually hired a local company to move the remaining dresser, which cost us $200 out of pocket. This should never have been necessary, and my repeated inquiries about when your team would return to finish the job were ignored.

  In summary, we paid $15,000 for this move and have experienced nothing but property damage, delays, missing items, emotional distress, and disorganized communication. The response from the business neither acknowledges the impact this has had on our family nor provides any resolution.
  
  I am formally requesting the following:
  Immediate coordination of property damage repairs with a written estimate
  A confirmed delivery date for our missing items
  A dedicated point of contact with authority to resolve these matters
  A formal apology and acknowledgment of the mishandling
  Instructions for submitting the $200 furniture moving receipt for reimbursement
  

  Supporting documentation, emails, and photos are available and have already been shared multiple times with multiple people.

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

  

  Business Response

  Date: 07/21/2025

  In addition to the information provided in our original letter dated July 14, 2025, we offer the following clarifications:
  Alleged Misrepresentation of Claim Filing:
  Our previous communication noted that the customer had not yet submitted a formal cargo claim. This was not an accusation of delay in resolving the issue. To file a valid and compensable claim, the customer must demonstrate the following:
  The items were tendered to the carrier in good condition at the point of origin.
  The items were either delivered in damaged condition or not delivered at all.
  A written claim specifying the amount of damages for each item must be submitted no later than nine months after final delivery, which includes the delivery of any overflow portion of the shipment.
  Residential Property Damage:
  The party allegedly responsible for the property damage initially offered a resolution, which the customer declined. Upon being notified, ****************** informed the responsible party, who in turn reported the matter to their insurance carrier. The claim number is 040492-002519-GD-01, and the assigned adjuster is **** ***** of ********* *******. He can be reached at ********************* ********************* will now investigate the matter and provide a written estimate.
  Safety Concerns (Presence of a Child on Site):
  The van operator stated that they offered to remove the child and their guardian from the job site, explaining that doing so would delay unloading. The customer opted to proceed without delay. The van operator has since been counseled on this matter to ensure appropriate handling in future situations.
  ******************** & Accountability:
  Multiple parties were involved in this relocation, each with distinct responsibilities. Effective coordination required communication with all involved. As mentioned above, the responsible party initially offered a resolution, which was declined by the customer. ****************** then notified the party, and the issue was escalated to their insurance carrier (claim number: 040492-002519-GD-01, adjuster: **** *****, email: ********************** ********************* will conduct a formal investigation and issue a written estimate.
  Missing Items:
  The undelivered items are not missingthey are part of the overflow portion of the shipment. Although transporting all goods in a single load is preferred, it is not always possible. This contingency is explained on page 33 of the Rights & Responsibilities booklet, which the customer acknowledged and agreed to during the shipment process. The overflow shipment is currently en route and is expected to arrive by July 24, 2025. The customer had informed us of a two-week vacation during which they would be unavailable to receive the shipment. As a result, the delivery was scheduled to avoid conflict with their travel plans. The local destination agent will coordinate with the customer for final delivery.
  Furniture Delivered to Garage:
  We apologize for the oversight in delivering certain items to the garage rather than the designated rooms. To rectify this, we will reimburse the customer the $200 they paid to a third-party service for moving these items. As the service has already been completed, we believe this resolves the issue.
  Thank you.
  
  ***** *********, Manager
  UniGroup Loss Prevention

  Customer Answer

  Date: 07/30/2025

  I would like it if we could keep this complaint open until they have addressed all of my concerns.

  The last list of expectations I provided is:

  1. Immediate coordination of property damage repairs with a written estimate
  - We still have not been contacted by anyone to schedule a review of the damages and/or a written estimate.
  - I did reject the offer that ***** called to make. I rejected his offer because we received a verbal estimate of $6,000 - $7,000 of damage. ***** was excited to offer me $500 and I declined. We moved into a BRAND NEW, never lived in, home that has thousands of dollars of damage and to offer me $500 was offensive.
  - No one contacted us after I rejected Byrons offer to schedule a walkthrough of the damages or to tell us what the next steps were.
  - Their response says that they have submitted this to an insurance company, but no one has shared this with us and/or emailed or called to discuss next steps.

  
  2. A confirmed delivery date for our missing items
  - We have received our overflow items.
  
  3. A dedicated point of contact with authority to resolve these matters
  - It sounds like maybe a single point of contact has been established, but no one has contacted us to discuss our concerns and no one has told us who this person is.

  
  4. A formal apology and acknowledgment of the mishandling
  - Like I said, we have not heard anything from anyone.

  
  5. Instructions for submitting the $200 furniture moving receipt for reimbursement
  - We did receive a check for $200.
  

  We are working our way through the documentation of the damage to our belongings. Almost every overflow time that was delivered was damaged in some way. Once we have captured all of this we will submit the claim form. 
  
  I really would appreciate it if someone would reach out to us to give us an update on all outstanding items. If they are not going to send someone to view the damage to our home and provide an estimate, we can provide an estimate from our builder. 

  I apologize for not responding within the 7 days - we have had a lot going on as we try to get settled in a new home, in a new state, while working around damage and broken belongings. 

  Thank you,

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

• Initial Complaint

  Date:06/20/2025

  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.

  4 weeks after submitting a claim with United Van, I still do not have resolution regarding an unfortunate move experience with them. Specifically, United Van refuses to reimburse me for multiple missing items that they transported (unsuccessfully) from my home in ******* to my new home in ************. The missing items include a bed rail, 12 foot step ladder, and 2 wheel dolly. After speaking with multiple customer representatives, including ******* ****, **** *****, and ***** *****, I want resolution on my case. Understanding they service multiple customers and answer multiple claims, 4 weeks is an unacceptable amount of time to leave me without a resolution. I am respectfully requesting reimbursement of $3,000. Regardless of supporting multiple customers, it should not take more than a few minutes for a decision maker to do the right thing and reimburse me for my items that United Van lost.

  

  Business Response

  Date: 06/20/2025

  Good Afternoon,

  Shipper accepted customer service gesture of $630.00 to resolve claim. Thank you.

   

  Customer Answer

  Date: 06/27/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:06/13/2025

  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.

  We engaged with ****** / United Van Lines UVL / UniGroup) to move us from *** to *******. We selected them mainly because they offered $160,000 of "Full Value Protection" for our move as part of their binding contract. We paid significantly more for the movers to pack all of our items so they would be fully responsible for the safety of our items under the "Full Value Protection"."Full Value Protection" was clearly stated by *** rep **** ******** to be "if we break your Baccarat glass we will replace your Baccarat glass" -- the full cost of replacing our items would be paid if the movers lost or damaged them, and not simply a "weight" calculation. It was stated clearly this was insurance. Upon delivery we discovered 25 of the 489 items inventoried were missing: for instance, of five beds we shipped, only two came back with enough parts to build them, rendering them unusable. Additionally, 11 items -- including high-value items -- were damaged during the move. The movers on site were aware of the missing and damaged items and spent considerable time searching for these items to no avail.According to the terms of the "Full Value Protection" we itemized all missing and damaged items and submitted them for compensation, and to substantiate our claim they sent out several inspectors.****** then set our claim to their UVL parent, who sent out another inspector (supposedly an expert in "antiques" misidentified generations-old family heirlooms we shipped from ****** as "American made).*** then offered only $2,071 -- 8% of our claim -- as their final offer. While we may have accepted a more reasonable settlement, 8% is ludicrous. To offer "Full Value Protection" for $160,000 and then offer only $2,071 is fraud, in my opinion. I would recommend you not use ****** nor United Van Lines nor UniGroup: they lost more than 5% of our items, damaged others including High Value items, and then fraudulently offered "Full Value Protection" which they did not intend to provide.

  

  Business Response

  Date: 06/23/2025

  The coverage that the customer has is valuation coverage and not insurance. The customer has received a settlement based on their coverage. We have offered the customer arbitration as a way to dispute their claim settlement. The arbitrator is an independent 3rd party that will review their claim and settlement. We are sorry that the customer is not happy with the outcome of the claim, but it was settled based on their valuation coverage. 

• Initial Complaint

  Date:06/04/2025

  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.

  ***** Moving has failed to honor the terms of service agreed upon in the Bill of Lading. They first changed my service type from a standard move to a containerized move without my knowledge. They have refused to provide an updated agreement upon being asked to do so. They failed to adequately disclose fees associated with my move, including securing a parking permit. Upon being asked to clarify the rationale behind the fees, they refused. They also previously indicated no separate charges would be assessed for a containerized move.They refused to provide verifiable proof that my items were in a warehouse after being taken from the origin. They have now changed the date of delivery, despite a separate date of delivery being agreed upon in the Bill of Lading.

  

  Business Response

  Date: 06/17/2025

  This is being handled by UniGroup in ******, ***  Please see the last email that I received about this dated 6/4/2025:

   

  ********* and *********,
  
  Mr. ********* called me back after his meeting and we had round two of our discussion.  After reviewing his Order for Service/Bill of Lading again he accepted that the changes that have happened are covered in the current contract.  I told him that the containers had been picked up at your agency.  He seemed quite a bit calmer.  I committed to calling him to confirm when it arrives at the ** in ******** and also to confirm that Friday 06/13 is the delivery date and hopefully get a delivery window from them.  And I explained the delay claim and the time it takes to process and mail out the check.
  
  Thank you,
  
  ***
  
  *** *******
  Customer Support Specialist
  ***************************************************************
  P: ************ F:************
  E-mail: ****************************************************************
  
  The UniGroup Companies
  United Van Lines | Mayflower | UniGroup Worldwide Moving | ************************* |UniGroup Logistics
  

  

  Business Response

  Date: 06/17/2025

  This is being handled by UniGroup.  Contact is *** *******
  

  Customer Support Specialist
  ***************************************************************
  P: ************ F:************
  E-mail: ****************************************************************
  
  The UniGroup Companies
  United Van Lines | Mayflower | UniGroup Worldwide Moving | ************************* |UniGroup Logistics

  
  

  

  Business Response

  Date: 06/27/2025

  Please see attachment for business response.

  Customer Answer

  Date: 07/03/2025

  Complaint: 23419257
  
  I have reviewed the business' response and am rejecting it because:

  The statement from the Manager of Customer Support that they have waived the $300 fee is simply not true and not evidenced by my recent correspondence with *** ****** and team at ************. I am severely disappointed with the lack of integrity this vendor has displayed throughout this process. Even further, correspondence with *** will show there are plans to debit me $300, on July 13th, for a fee that was neither communicated verbally, or in writing, in advance of my choosing this vendor.

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

• Initial Complaint

  Date:06/02/2025

  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.

  Weve been dealing with United Van lines since we had to file a claim against a move they did for us. We had numerous damaged and missing items. The claim is close to $12,000 and we cant seem to get a resolution after 3 and a half months now. The moving contract says we are covered for $70,000 at full replacement cost so I dont understand the issue. We would like the full amount we claimed paid in full immediately.

  

  Business Response

  Date: 06/17/2025

  Please see attachment for business response.

   

  Customer Answer

  Date: 06/17/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:06/01/2025

  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.

  Moved with United Van Lines and my furniture and belongings were delivered 4/16/25 to my storage facility. During delivery I noted multiple items damaged: dresser, armoire, bed frame, antique table, couches, bike, and multiple damaged totes. I took pictures of items that I was able to get to while everything was being delivered but couldnt get to some items as they were in the back of the unit. I filed a claim with United van lines and it was taken over by Unigroup Claims team 9. It took over a week and a half before response and had a outsourced company come and assess the items that were accessible. The gentleman took pictures and made mention of not being able to get to some items due to accessibility. After that I did not hear from the claims team for multiple weeks. When I did it was only about the antique table and asking for a receipt, appraisal, or website (not an auction site) confirming worth. Table has been in family for over 100 years. I sent **** website however was told this was unacceptable. This went on for weeks. Asked to speak to a supervisor which took over a week to get ahold of. When I asked about my remaining stuff she did not have an answer and said she would get back to me. I told her I was moving out of the storage unit and needed whoever they wanted to come to assess, but that never happened and nobody got back to me. I have broken items and no resolution. Have emails also if needed of the exchanges and still no resolution. Unable to get all photos uploaded. They have pictures of other items from subcontractor who was reviewing my items for the claim which includes my bike that was damaged.

  

  Business Response

  Date: 06/06/2025

  This shipper filed a complaint and this claim is still in the process of being finalized, so we cannot give any final results as of yet. The shipper submitted photos on 6-4 to have additional items inspected and we are waiting for those results. Once we receive the inspection report we can move forward with this claim and hopefully come to an amicable resolution. Please let me know if you have any questions. 

  Customer Answer

  Date: 06/06/2025

  To clarify - I sent the photos 6/2 and they did not respond until 6/4. I still have not heard anything further since then. 

  

  Business Response

  Date: 07/15/2025

  This claim was settled and closed 7-14 and the shipper accepted. Please let me know if you have any questions. Thank  you.

• Initial Complaint

  Date:05/29/2025

  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.

  Contracted ******** Moving and Storage for a move from ************, ** to ************ ** that was completed on 10/10/2024. We identified multiple items were damaged and file a claim with ********. We received a check for $799 for two items that could not be repaired. The remaining items were repaired by a repair company hired by ******** that did a poor, substandard job. We appealed and asked to another repair firm to come out, or have the original firm come back out to fix or pay an amount of $1400 for reduced value and we would repair ourselves. As of 5/13/25, I have not heard anything from the repair company and now the claims team is not returning my email requests for update. Additionally, the claim team said not to cash the check for the 2 items that could not be repaired until the other items are handled.

  

  Business Response

  Date: 05/28/2025

  Please transfer this complaint to the Eastern Missouri BBB as the ****** ***** shipment moved under United Van Lines ("United") interstate operating authority. For purposes of the ****** ***** interstate move, ******** Moving & Storage ("agent name") was acting solely as a disclosed household goods agent of United. As a disclosed household goods agent, ******** Moving & Storage cannot be liable for damages arising out of United's performance under its interstate Bill of Lading. Therefore, please remove ******** Moving & Storage from the complaint and forward the complaint to the Eastern Missouri BBB (Better Business Bureau Serving Eastern Missouri & **************************************************************************************************************; ***********************************************************************************).  You may reference the interstate order #U327-203-4 for identification to the carrier, United Van Lines.

   

  Thank you,

  *** *******

  

  Business Response

  Date: 06/03/2025

  I reached out to the shipper and offered $800.00 as a customer service gesture to resolve the claim and the shipper accepted. 

  Customer Answer

  Date: 06/04/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *****