ComplaintsforUniGroup

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********* ****** and storage DOES NOT live up to its commitments. I do not recommend using them at all. I had a very simple cross country move and they are not able to meet any of the obligations that they promised. Save yourself time and aggravation and use someone else.

  

  Business response

  12/28/2023

  Dear Better Business Bureau:

  As the Manager and member of the Presidential Support Staff, I have been asked to respond to the customer’s concerns regarding their recent move.

  Our records indicate that on November 14, 2023, the customer agreed to the Bill of Lading terms, which included the transportation of 7,173lbs; and 30 days of Storage In Transit (SIT) starting on November 17 through December 16, with a seven (7) day registration window.

  As with many carriers across the nation, there is a registration window given that allows dispatchers to match drivers going from point A to point B with enough space to take a customer’s entire shipment. We must adhere to State and Federal Regulations among other circumstances during the planning process (business days, holidays, and hours of operations).

  We understand that Mr. ****** would have liked for his shipment to be delivered on December 20. However, we were able to match a driver with the customer’s needs to deliver as quickly as possible and stay within the guidelines. The customer’s delivery spread is December 26 through January 2, and the driver believes he will be able to deliver Mr. ******’s household goods on December 31.

  We must respectfully deny the customer's request for a refund as we are still performing the services per the signed Bill of Lading.

  We sincerely regret that we have not exceeded the customer’s expectations. It is in no way deliberate. Thank you for allowing us the opportunity to respond to the customer’s complaint.

  Sincerely,

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

  Manager, Customer Care and Presidential Support Staff

• Initial Complaint

  12/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Mayflower moving damaged my things when they moved me from ***** to *******. They broke my brand new ******* 55 TV. Heirloom items from my grandmother that were broken. They cant be replaced. Furniture was chipped and scratched up. They did not use any padding on the furniture. My furniture was damaged because of that. They threw boxes on top of boxes on each other, thats why my things were broken. My couch cushions are out of shape and wont fit on my couch now, they put my heavy furniture on top of it.

  Customer response

  12/04/2023

  I have a corrected address: 1 United Drive ******, ** *****. Phone Number ************. ** DOT NO ******

  

  Business response

  12/11/2023

  The team has not completed their review of your claim. The inspection report was received on the 8^th and it will take the team time to review due to the number of items reported damaged.  A part of the review will be to confirm all transportation charges have been paid and there are no pending credit card disputes. A settlement will not be able to be provided until all charges are paid in full.

   

  Thank you,

   

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

   

  Claims Manager

  UniGroup

  1 *************

  ******, ** 63026

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

  Fax #: ************

  Customer response

  12/12/2023

  I want to cancel the complaint, its been settled 

  Customer response

  12/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They were my moving company from NH to Florida. I paid them $11000 to pack and to move all of my belongings the first issue is they came the day of the move after they had packed the day before over 5 hours late because there driver thought the move was the next day when all of the documents said 8/8/23. They had to send a secondary crew to pick it up but they had to move everything from one truck to the original drivers truck to move it down. I was working my new job the day of the love into the new house and the driver was very rude to my family and at the end of they day we signed everything and they left. The next day another crew from Mayflower was coming to mount the 75” tv we just had gotten before the move and they found it in the corner of the garage and looked like it had been dropped and dragged. They reported it to the company and then I filed a claim for the broken TV and a broker dresser. They sent me a message a week later stating they would settle for $500 which was about half of the total cost of the damage and I said no so they said they would investigate. At the end of the investigation they said they can’t cover property that I packed and I said I didn’t pack anything and showed them the quote stating the day of packing and the packing material. The original guy who came and quoted the move said to save the box the tv came in because they could use it for the move and they did. They are not giving me anything for the damage they made and are stating it’s my fault. I want to get what they owe me and if not I’m going to ho after the entire cost of the move for what they did

  

  Business response

  10/26/2023

  Thank you for allowing us the time to review the attached submitted complaint and to work towards response and resolution.

  Upon receiving notice of the dispute against the denial of the claimed damaged TV, our origin packing and loading agency advised a follow up was being made with their packer regarding this item. In the agent’s follow up, we were informed of the following:

   

  1^{st: attachment:}Survey-Lists one PBO TV

  ~~~SHIPPER SIGNED(ELECTRONICALLY)

  2^{ndattachment:} Pack Inv. Pg.2 –Two “CP” TV’s listed---Packer’s initials are on the right.DATED: 8/7/23: Packer advised that while he was packing, he observed the  shipper lifting the TV, ‘struggling’ with the TV as he tried to put it inside the box. Packer after a while said he asked the shipper if he wanted him to hold the box so it wouldn’t move all over….and the shipper said yes. Packer said he put a hand on the box, the shipper put the TV inside and the shipper taped the box. (original carton TV was purchased in)

  ~~SHIPPER SIGNED INVENTORIES

  3^{rd attachment} Pg. 2  inventory –Loading driver picked this shipment up at residence and listed ‘One ‘PBO” TV’  (Shipment had to be taken back to the origin agency’s warehouse until hauler was able to load for transit to destination)

  ~~~SHIPPER SIGNED INVENTORIES

  Given this information, the denial of the TV was appropriate however we have communication out to the customer to relay the supporting information above as well as to have him provide any feedback of his own that may contradict the packer’s/agency statement. Please see attached customer communication.

  Dispute handling still in progress with customer directly and I will continue to be main point of contact.

   

  Thank you.

   

  Sincerely,

   

  ***** ******
  Manager, Cargo Claims

   

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

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mayflower has the following text on their website: "Should damage or loss occur during your move, we will repair or replace damaged / lost items or compensate you up to the total amount of the selected protection." ***************************************************************** Mayflower moved my household furniture frmo NJ to FL during August 2023. The dining room table was incorrectly packed and three of the foour legs broke off. The exact same table is still on WALMART for sale at about $360: ************************************************************************************************************** I asked for the full refund AS THEIR WEBSITE PROMISED and they sent me a check for $66. MAYFLOWER is misrepresenting their guarentee and they owe me about $300 for the table Call anytime *** *********** ************

  

  Business response

  10/03/2023

  Good Morning-

   

  The customer selected the minimum coverage which is .60/lb which is how the claim settlement was determined. I will have the team reach out to the customer and review the claim.

   

  Thank you,

   

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

   

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description of complaint: I hired ********* ****** ******* for my move from Denver to Maine. ********* was not the moving company that handled the move as I thought. ********* hired ******* ****** * ******* *** If I knew this I would have used another moving company that was $3000 dollars less expensive. I decided to pay more for a reputable company such as *********. I regret this decision due to my move was horrible and handled very badly by Buehler Moving and Storage and *********. I was advised on 8/16, again confirmed on 8/17, that my goods would be delivered to my home in Maine on 8/19 at 8am. This is a second home, I was only there for the weekend to receive the goods and get settled before I needed to fly back home to be at work on Monday. On that day, 8/19 no one showed up. The driver called later that morning to tell me he would not be coming and did not have a date he would be coming. I had to fly home Monday morning to be at work. The driver called Monday to say he was coming, I advised that I was not there anymore. ******* Moving advised me that my things would have to go into storage for an additional $5500. I had to locate my realtor to leave the garage door opener and the driver put all my things in the garage. I've asked ********* to come back and I'd plan another trip to meet the movers so my things can be moved from the garage to the house as that is what I paid for. Both companies denied due to they say the contract reads they have anytime within a week time frame to show up. I would have been fine with that if the actual date had not been confirmed a day before. This was a no show for a date that was confirmed. ********* and ******* should be more willing to own up to their mistakes and things right. I paid $12,000 to ******* and now will have to pay another $3000 to fix their mistakes. Do not use either company. They really don't care about the customer and just want your money.

  

  Business response

  10/04/2023

  October 3, 2023

  Better Business Bureau Serving Eastern Missouri & Southern Illinois

  211 N. Broadway Suite 2060St. Louis, MO 63102

  RE:***** **** ***********

  BBB Complaint #ID ********

  Dear Better Business Bureau,

  As the Lead Customer Care Specialist, I have been asked to respond to the customer’s concerns regarding her recent move.On behalf of ********* Transit and our agent, ******* ****** * *******, we regret our services did not meet our customer’s expectation and apologize for her frustrations. Per the signed contract, *** **** agreed to the delivery spread for this move between August 19th–August 28th. Documentation confirms delivery on August 21st. It is the responsibility of the customer to be at the residence for the duration of the delivery spread.********* Transit completed the move once the shipment had been delivered to residence. Please see attached the email where *** **** acknowledged and authorized her real estate agent to accept delivery on her behalf. ********* completed their obligation for delivery. While nothing can remedy the frustration she experienced, we apologize for the difficulties *** **** encountered during her move.Thank you for allowing us the opportunity to respond to the customer’s complaint.

  Sincerely,

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

  Lead Customer Care Specialist ********* Transit

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

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see Attached document
  Click here to Get the File - use the Password: A66BDEA5
  *****************************************************

  Subject: FILING A COMPLAINT REGARDING S****** ********** ***************
  Hi, I would like to file and have on record for public consumption a formal complaint against
  ******* ********** ************** ***** *** ** ******** ***
  My family and I moved from CT to Lubbock last August. Our move was a nightmare with
  ******* on BOTH ends. We had serious damage to our furniture and belongings, a watch
  stolen amongst other issues. On both ends of the move we had the same driver but a different
  crew. The crews on both ends were not good but especially on the f***t leg in CT. The morning
  of the move, 3 men walked off the job with no explanation. Our driver who did not speak
  English well was getting more frustrated as the day went on. They showed up at 8am and left at
  1030pm at night. The truck was already partially filled and therefore could not fill our entire
  load, a full large house of furniture etc. The driver in his own way threatened me to sign papers
  at the completion of both legs of the move.
  The movers were rough breaking our stuff, hitting our walls and scratching the floors badly. I
  asked them to NOT go up our back hill with stuff and they did. By doing so, loaded our treadmill
  with grass and dirt and damage as well as damage to our brand new Peloton which was left out
  in the rain.
  A few weeks or so before the move, no one came to the house to assess the situation but
  someone from *******/United Van Lines did a video call with my wife to get a feel of what we
  were moving, house etc. They also got that totally w***g as they needed to be on the ground.
  If so, the truck would have been completely empty and our stuff would have fit. With all of the
  issues during the day, they ended up NOT taking all of our stuff and packing/shoving onto the
  truck causing more damage.We had to wait weeks for the rest of our garage tools etc to arrive.
  The Manager at ******* out of Lubbock, chose not to deal with us at the new house, never
  came out nor cared about our issues and passed us off to the coporate folks with all of our
  many complaints. For 1 year we went back and forth, providing photos, endless write ups etc. I
  was still trying to resolve the issue while in Italy over the summer after we kept pushing them to
  do the right thing and fix our stuff. They did finally send some folks in, some of our stuff is
  partially fixed but most will never be back to original condition such as our very expensive
  couches and chairs. They CHOSE to not send in repair/upholstery person after they realized just
  how expensive it was and then came up with a very low number to either pay us out or use for
  repairs. NOT only should they have paid us for the extensive damage they caused but also fix all
  that needed to be. One of the repairmen, ***** ***** of ******* ****** just decided NOT to
  finish the job after we made plans for him to come back, once I returned from Italy. To this day
  he is choosing not to respond to me even though he had materials on order and all of it should
  have been taken care of last Spring. I gave him more than enough time to do what he had to do,
  weeks/months. I am sure he got direction from *** **** at ******* to NOT come to our house
  anymore or even respond to me which is beyond unethical but for ***, I would expect nothig
  less based on his performance.
  *** **** at ******* is 100% to blame for all that has happened to us. His driver threatened me
  twice as all he cared about was leaving my house in CT and getting on the road that night after
  a MISERABLE day as I mentioned then he was told NOT to come to our house the following
  Monday as we just arrived the night before and needed to get my son going with school etc.
  Not only did they show up, the crew was not good, put things in w***g spots and dropped all
  over the driveway important tax documents of mine after the box split open. I run my own
  business and to this day, I still have files scattered in a box because of them. In CT, one of the
  more seasoned guys who came later after the 3 men walked off the job, warned us NOT to let
  the driver push us around as he knew the driver did not care and just wanted to get on the road.
  I could go on and on but suffice to say, I will NEVER use ******* again. I highly recommend you
  file a complaint and warning about this company. I am more than happy to speak to you about
  this as local folks in Lubbock need to be warned that not only are they unprofessional but very
  unethical. We have at least 20k worth of damage and they finally told me to take a $4600 check
  or to use it for repairs after a year of pulling teeth to get things ***e. What an utter insult,
  shame on them. My wife is a professor at TX Tech. ******* has a contract with them which will
  be under review based on our upcoming report to them. My wife was starting a new position
  and this ongoing issue with ******* put her and the entire family under HUGE pressure that
  should never have happened. This company did not live up at all to the standards it sells to the
  public.
  We had to throw out couches and other belongings we had as they destroyed them during the
  move on the truck etc. They ***'T care and have no regard for your personal belongings which
  is what they are supposed to be about. This is a company that needs a full fledged complaint
  put out against them. The local media needs to know as well which in my capacity based on
  what I do may occur as well. My neighbors on both ends watched what they did and can speak
  to this issue if need be.
  I just touched on this horrific experience we had. Please call me so I can explain more. I didn't
  even really get into the fact that my wife was starting a new important job as a professor with TX
  Tech and because of all this, it made it even more stressful. We will be moving again, but will
  NEVER use this very IMMORAL firm ever again.
  I look forward to hearing back from you.
  Best,
  ***
  ***ald ** *****, President
  ***** ***** ************ ***
  *******************
  P: ************
  Connect with Me
  "celebrating 20 years in business"

  

  Business response

  09/19/2023

  September 19, 2023
  BBB Serving the Heart of Texas
  1805 Rutherford Lane
  Ste. 100
  Austin, TX 78754
  
  
  Re:         ***ald *****
                 BBB Complaint: ******** (the “Complaint”)
  
  To Whom It May Concern,
  
  ******* Van Lines, Inc., its parent, affiliates, and subsidiaries, including ******* Relocation Systems of Texas, Inc. (collectively, “*******”) is in receipt of the Complaint.  ******* greatly appreciates that ***ald ***** took time to share his experience with the Better Business Bureau (“BBB”).   ******* takes all feedback seriously and constantly evaluates how it can deliver a superior customer service experience.  Accordingly, and after looking into the Complaint, ******* tenders this response to the Complaint.
  
  ******* respectfully requests that the BBB please transfer the Complaint to the Eastern Missouri BBB, as Mr. ******* household goods shipment moved under United Van Lines, LLC’s (United’s) interstate operating authority.  For purposes of M** *****’s interstate move, ******* was acting solely as a disclosed household goods agent of United.  As a disclosed household goods agent, ******* cannot be liable for damages arising out of United’s performance under its interstate Bill of Lading.  Therefore, ******* kindly asks that it be removed as a party to the Complaint, that the Complaint be closed, and that the Complaint be forwarded to the Eastern Missouri BBB for all further handling and proceedings.
  
  ******* seeks to provide superior customer service and hopes this response is helpful to the BBB and Mr. *****.  Should the BBB need additional information from *******, please contact *******’s Legal Department.
  
  Very truly yours,
  
  
  ******* Legal Department
  *****************

  Customer response

  09/20/2023

  Please make the *******/United Van Lines legal department be aware that I will be continuing to pursue action against ******* and *** **** until they properly compensate my wife and I for the extreme damage/costs they brought to us by their very UNPROFESSIONAL workers/driver. We are also pursuing action through TX Tech University,

  *** *****
  

  

  Business response

  09/29/2023

  Dear Better Business Bureau:

  As the Manager of Customer Care,

  I have been asked to respond to the customer’s concerns regarding their recent move.It is our goal to make every move a great experience for all our customers. We realize that despite our best efforts, situations occurred that prevented us from meeting those goals. The incidents M** ***** described are isolated and in keeping with the quality of services we maintain. A formal complaint has been filed and all parties have been notified for quality assurance and training purposes. A virtual survey is frequently conducted as a regular procedure for orders placed under National Account Contracts, such as those with Texas Tech University. At the request of the National Account, we would have performed an in-person survey. However, it was not.When we receive a claim for damaged and/or missing items, the claim is resolved pursuant to United Van Lines Operating Tariff and applicable federal law. Records indicate that the customer’s cargo claim has been addressed. A total of $8,200 was offered as a settlement. This included $4,600 to M** ***** and $3,600 for repair costs. We consulted with two different upholstery experts to inspect the couches mentioned. Both experts have determined the damages were pre-existing, and therefore, the claim for the couches was denied. Unfortunately, since the customer's original claim did not include damages to their home's walls or floors, we are unable to remedy this issue.While nothing can remedy the frustration and inconvenience the customer and their family have experienced, we hope they will accept our sincerest apology. Thank you for allowing us the opportunity to respond to the customer’s complaint.

  Sincerely,

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

  Manager, Customer Care

  Customer response

  09/29/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  Not only do I REJECT the  nonsense that was written back by *******/United, quite frankly what they wrote is insulting. As mentioned now for over a year, we had much more in damage than not only are they offering but actually understanding. They came up with some arbitrary low number and then wanted us to accept it and or use it for repairs. I am sorry, but to think that $4600 or $8200 would cover the cost of what THEY destroyed and broke is a joke. They keep saying their local upholstery  people claim the damage to our couches and chairs was from our cat, NO, again, you got it w***g and I guess they are calling us liars. Also, it took over 6 months for them to even get someone to the house to look at the damage. It took so long, we tried somewhat on our own to repair and fix, especially the VERY expensive Imported leather couches from Italy. As mentioned, *** **** who is 100% to blame for all of this NEVER came to the house and check out the damage or situation. Also, ***** ***** of ****** repair took forever to fix what he could and then just stopped coming, told me he was told to stop by *******. We were away for the summer and made a plan for him to finish his work in late August. His work should have been ***e in the Spring as he had MORE than enough time.  Bottom line, they made mistakes from DAY 1 with not coming into our house in CT to survey what needed to be ***e for the initial move and from their mistake after mistake. When it comes to damage in my old house or anything I have been talking about., all of it has been noted and discussed with ***E ****/***** ******/ ********/*****UNITED and folks at *******. They are CHOOSING to Ignore all of this. After a year of waiting for their people to come and somewhat fix what they could, United decided to just stop and try to hide behind cute legal/corporate language. We had at least 20k worth of damage, not to mention the emotional strain they put on us leaving our home for a state far away , my wife starting a new job and trying to start my son with a new school etc. Every single person we dealt with during this process either was unprofessional or not up to par. This situation is NOT going away but as mentioned, we are discussing their contract with TX Tech, plan on going to the media and possible legal action. The BBB at minimum needs to post our complaint so locals in Lubbock, TX  know what they are up against if they plan on using ******* for their move. We will be having another cross country move in the next year or so most likely and we know of at least two local folks connected with TX Tech who may as well. You can bet we will NOT be using ******* and are making it known to all, what ******* did to us to who they really are. We will also be filing a complaint with the Governor's office.
  

  
  

  ******* has a moral obligation to make this whole and right by us. THe Move was in August of 2022 and this issue is STILL not to bead nor will be until ******* owns up to their responsibilities for what they did to my family and I.  Please let me know the BBBs next move here.
  

  
  

  
  

  Best,

  ***

  
  
  Sincerely,
  
  ***ald ** *****

  Customer response

  10/02/2023

  Hi, per my correspondence with you regarding my claim against ******* Transportation Services out of ******* TX/*** **** and United Van Lines, please see the original claim we sent in a year ago. As you will see, much of what we talk about here has not been fixed or compensated for. The company destroyed much of our good furniture and belongings. Again,. ***e ****, the head of ******* in ******* never came to the house nor seemed to care about what happened under HIS watch. The minor sum of money he or someone came up with to either fix or replace items damaged/destroyed not only is beyond low but immoral and unethical. Waiting to hear back from you before we retain counsel. I do hope you can not only post my complaint regarding ******* so locals know what kind of company they are dealing with before they attain them but also to give *******/United yet again another chance to do the right thing and to compensate us properly for what they did to us. A year or more later and this is still going on. No one at ******* wants to take full responsibility for destroying our important life long items.  THis was the ONLY responsibility they had and they failed MISERABLY! As I sit here typing this and pictures are in the write up, my desktop is still broken. ***** ***** of Mcbee's repair was going to fix it and was due to finish his work in August but never came back and I suspect *******/***E **** stopped him from coming after he had MONTHS to get it right.
  

  
  

  Please respond asap as to what the BBB next move here will be so we know how to move forward against *** ****/*******. Please also let ****** ************* know that NOT only did we originally claim all of this as per this write up, it just shows that one hand does not know what the other is doing in the layers of people at these companies that we have been dealing with since this has all started in August of 2022. When the claim started, **** ******* was working with us. He since left the company I was told in late Spring and from there nothing properly was handled. It was not much better under Luke but we at least got the sense he was tiring. Since then, No one seems to care or want to own up to the company's responsibilities which is why this matter may end up litigated. *******/***e **** can avoid that by still doing right by us. Ball in HIS court.
  

  
  
  

  

  Business response

  11/16/2023

  November 14, 2023

  Better Business Bureau Serving Eastern Missouri & Southern Illinois

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

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

  RE: ***ald R. Maga

  United Van Lines Order ***********

  BBB Complaint #ID******** 2nd

  Dear Better Business Bureau:

  As previously stated, a customer’s cargo claim is resolved pursuant to our interstate operation tariff and applicable federal laws. M** ***** has been offered $4,600 as a cash settlement and $3,600 made in repairs for items with transit-related damages. Unfortunately, we are unable to accept any responsibility for any pre-existing damages. If the customer disagrees with our position, United, LLC participates in an independent arbitration program available through the ATA (American Trucking Association) Dispute Settlement Program. Please include the following items when requesting arbitration: • The name, address, phone number, and email address of the person(s) under which the shipment moved. • Your name, address, phone number, and email address if different from above. • The carrier’s name (United, LLC). • The order number for the shipment. • The pick-up and delivery dates for the move. • The monetary value of the loss and damage claim. Information to provide to consumers: American Trucking Associations ATTN: Dispute Settlement Program *** *. ***** ****, **** *** *********, ** ***** ***** ************* ***: ************** *****: **************************** ATA Arbitration Program Important points to remember about submitting a claim to arbitration: • Arbitration is offered at no charge. • The entire claim must be submitted for arbitration. • Your letter of notification to the ATA must be received within 90 days from the date of this letter. • You may be asked to return any settlement amounts previously issued. • You may be asked by ATA to send supporting documentation. Do not send documentation with your initial request. • Please be aware that the decision of the arbitrator is binding. On behalf of United Van Lines and ******* Relocation Systems of Texas, we again sincerely apologize for the frustration and inconvenience M** ***** and his family have experienced.

  Sincerely,

  ******* ************* Manager,

  Customer Care

  United Van Lines

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

  Customer response

  11/16/2023

  And as I have stated now over and over, the monies that took forever to receive and was like pulling teeth where quite frankly an insult! We have provided documentation and pictures over and over to multiple people at ******* and United for over a year. She keeps stating that my wife and I are lying basically by saying couches and other items where previously damaged. Ar you kidding me!! This is the line they want to believe and got one of their uphostery people to say that for them. I met with them and taking over 6 months to get them to the house and they full well know there was NO previous damage but that is a nice out for United/*******. The fact they are still not owning up to what they did to us and the fact that ****** who is yet another newer person involved in this does not know truly what went on, has not been to the house and has gotten the word second hand is unbelievable. This company has NEVER wanted to take full responsibility on what their driver and crews on both ends of the move did to us. Iit's unethical and immoral. They caused a least 20k in damage. They never replaced or repaired all the items, not by far!! They just decided to stop and try to pay us a very minor amount of money. The longer this goes, the worst it will get for them. My wife, a proffessor at TX tech has met with  certain folks at Tech and the contract they have may be stopping. And I have spoken to some at the press and at least one story will be coming out on this. ****** and friends should stop acting as if they did nothing w***g and own up to their actions. I bet the driver they claimed they put on suspension is working for them again. This guy was not only hard to talk to (language barrier) but arrogant and threatening to me and has no business being in a such a responsible position. The crews, my GOD. what did they do, run out and grab people off the street and not train them!  *** ****, the driver and crews all should be terminated! ***** ****** needs to be reprimanded and demoted. He did try in his own way but in a strange way. United/******* are now forcing me to officially retain legal counsel and start litigation.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Mayflower to conduct a move from ***** to ********* with extensive damage and missing items. I filed a claim with Mayflower who in turn contracted UniGroup. I was told Claim Team 8 would handle my damage to my wall and given their phone number. I called on multiple occasions and left four voicemails with no response. When I emailed to request a supervisor I got a phone call and told I would hear back after they researched. I moved on May 2023 and it is now September 2023 and nothing. We worked for the military and have moved before but this is the first move on our own and the service is severely lacking. No one should be treated this way. Always ask the movers who they contract and RESEARCH them as well before signing.

  

  Business response

  10/16/2023

  To whom it may concern:

  The customers residential property damage claim was received. Due to unexpected turnover of personnel administering this process, the payment was delayed but is being processed now and will be finalized on this date. We apologize for the inadvertent delay and are honoring the customers request for $350 as a one time monetary settlement for wall damage.

  Thank you,

  *****************************, Manager Residential Property Damage Team

  Mayflower Transit/UniGroup ****

  Customer response

  10/19/2023

  Complaint: 20618621
  
  I am rejecting this response because:   UniGroup sent me email on October 2, 2023 stating I would receive claim check in 10 business days.  I have not nor have I heard anything further from this company.  This has been my experience for months now with false promises and then non-responsiveness.   I will accept once I receive the check.  Please see attached email.
  

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

  

  Business response

  10/20/2023

  To whom it may concern:

  The customers residential property damage claim was received and a check processed in the amount of $350. Due to a processing error the check was not sent. But it has been reissued and will be sent via *** express mail today. We apologize for the delay.

  Thank you.

  *****************************, Manager

  Residential Property Damage Team

  Mayflower Transit/UniGroup **** 

  Customer response

  10/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My goods (order #s U0180-1240-3 / U0180-1241-3) were loaded by ************************** of ****, ** (contracted by United Van Lines) on June 19, 2023. I have two complaints:1) I was charged thousands of dollars for container space that was not used. When the crates were opened at delivery, 3 of the 7 were very empty one only had 5 items in it. I was told via phone (and noted in the bill of lading) that final charges would be adjusted based on the actual number of containers used. However, it is clear our goods were not loaded efficiently and we paid for empty space. At the very minimum we were charged one extra crate, but with good faith effort, our goods could have been a single move of 5 crates. The billing rate was for 1,666lbs/crate; two of our crates only weighed 331 and 325lbs each.2) My order was split into two moves (one with 5 and one with 2 containers estimated). I had to sign estimates in the online portal, where it is impossible to view and compare separate moves side-by-side. The company used two different pricing structures for each move order, despite it being the same location, same goods, etc. The average cost difference per container between the two quotes was +$1,630 (about 38% more per crate). It was $2,801 for one crate in estimate #U00180-4OKZYP8 and $4,497.87 in estimate #U00180-JNA74NU, up to $6,372.83 and $7,901.33 respectively for five crates. I was given two single-line invoices, and have not been provided with details on the charge breakdowns when I asked.When I reached out regarding these unfair charges/non-transparent pricing between moves, I was told there is nothing to be done and have received no further communication from CMS or United Van Lines. I am frustrated, and have been made to feel foolish and taken advantage of.

  

  Business response

  08/21/2023

  ****************************** (CMS) respectfully asks that this complaint be transferred to the Eastern ******** BBB as the ************************* shipment moved under United Van Lines, LLC (United) interstate operating authority.  For purposes of the ************************* interstate move, CMS was acting solely as a disclosed household goods agent of United.  As a disclosed household goods agent, CMS cannot be liable for damages arising out of Uniteds performance under its interstate Bill of Lading.  Therefore, please remove CMS from the complaint and forward the complaint to the Eastern ******** BBB.  Thank you.

  

  Business response

  09/01/2023

  To whom it may concern: ************ style="font-size: 16px; font-family: serif;">

  As counsel for United Van Lines, LLC (Unite************ style="font-size: 16px; font-family: serif;">d), I have been asked to respond on behalf ************ style="font-size: 16px; font-family: serif;">of United regarding ******************* concern about her interstate shipment with United. ************ style="font-size: 16px; font-family: serif;">As an initial matter, all docum************ style="font-size: 16px; font-family: serif;">ents pertaining to Ms. ****************** style="font-size: 16px; font-family: serif;">ds two interstate shipments ************ style="font-size: 16px; font-family: serif;">with United, identified as Order Nos. 180-1240-************ style="font-size: 16px; font-family: serif;">3 and ********** (collectively the Shipments), ************ style="font-size: 16px; font-family: serif;">were available as PDFs though Uniteds online ************ style="font-size: 16px; font-family: serif;">portal. The documents fo************ style="font-size: 16px; font-family: serif;">r both shipments were ************ style="font-size: 16px; font-family: serif;">downloadable for comparison. ************ style="font-size: 16px; font-family: serif;">United performed a tariff audit of the shippi************ style="font-size: 16px; font-family: serif;">ng charges for the Ship************ style="font-size: 16px; font-family: serif;">ments. ****************** ************ style="font-size: 16px; font-family: serif;">notes that there is a $1,6************ style="font-size: 16px; font-family: serif;">30 difference between the quotes for ************ style="font-size: 16px; font-family: serif;">the Shipments. Uniteds Snapmoves ************ style="font-size: 16px; font-family: serif;">program allows a maximum of 5 containers to be************ style="font-size: 16px; font-family: serif;"> moved per shipment. Ms. ******** interstate ************ style="font-size: 16px; font-family: serif;">relocation required the use of 7 c************ style="font-size: 16px; font-family: serif;">ontainers. To accomplish this, Ms. ******** interstate relocation ************ style="font-size: 16px; font-family: serif;">was broken into two separate Shipments. As Ms.************ style="font-size: 16px; font-family: serif;"> ******* was booking two shipments at the same ************ style="font-size: 16px; font-family: serif;">time, Uniteds disclosed household goods agent CM************ style="font-size: 16px; font-family: serif;">S Relocation & Logistic************ style="font-size: 16px; font-family: serif;">s (CMS) waived its ************ style="font-size: 16px; font-family: serif;">booking fees and commission for the second move. Th************ style="font-size: 16px; font-family: serif;">is is why the final move price listed on the ************ style="font-size: 16px; font-family: serif;">Bill of Lading for ********** is less than **********. The signed Bills of Lading for both ************ style="font-size: 16px; font-family: serif;">Shipments are attached to this letter, which di************ style="font-size: 16px; font-family: serif;">splay the final move pric************ style="font-size: 16px; font-family: serif;">es for both shipments. ************ style="font-size: 16px; font-family: serif;">United contacted the packing crew with Ms. ************ style="font-size: 16px; font-family: serif;">Hibbards concerns regarding the number of ************ style="font-size: 16px; font-family: serif;">containers used. The packing crew reported that both containers were loaded with more than what ************ style="font-size: 16px; font-family: serif;">the pictures ****************** attached shows. ****************** style="font-size: 16px; font-family: serif;">onally, a number of boxes ************ style="font-size: 16px; font-family: serif;">packed by ****************** ************ style="font-size: 16px; font-family: serif;">were only partially full. A partia************ style="font-size: 16px; font-family: serif;">lly full box has a high risk of cr************ style="font-size: 16px; font-family: serif;">ushing when stacked. As the boxes ************ style="font-size: 16px; font-family: serif;">were only partially full, they could not stack th************ style="font-size: 16px; font-family: serif;">e boxes as high. Finally, ************ style="font-size: 16px; font-family: serif;">Ms. ******** shipment ************ style="font-size: 16px; font-family: serif;">included a number of bulky ************ style="font-size: 16px; font-family: serif;">items such as mattresses and couc************ style="font-size: 16px; font-family: serif;">hes. These items************ style="font-size: 16px; font-family: serif;"> take up large ************ style="font-size: 16px; font-family: serif;">amounts of space and cannot be stacked on top of each************ style="font-size: 16px; font-family: serif;"> other. Due to the si************ style="font-size: 16px; font-family: serif;">ze of these bulk items, ************ style="font-size: 16px; font-family: serif;">they took up large amounts of************ style="font-size: 16px; font-family: serif;"> space and could not be fit ************ style="font-size: 16px; font-family: serif;">in the same container. ************ style="font-size: *****px; font-family: sans-serif;">Better Business Bureau ************ style="font-size: *****px; font-family: sans-serif;">August 31, 2023 ************ style="font-size: *****px; font-family: sans-serif;">Page 2 ************ style="font-size: 16px; font-family: serif;">We regret our services have not met Ms************ style="font-size: 16px; font-family: serif;">. Hibbards expectations. Thank you for the ************ style="font-size: 16px; font-family: serif;">opportunity to address Ms************ style="font-size: 16px; font-family: serif;">. Hibbards complaint

  Customer response

  09/07/2023

  Complaint: 20439563
  
  I am rejecting this response because:
  
  
  Both the photos provided and the net weights (325 lbs and 331 lbs) attest to the fact two of my crates were only loaded to 25% capacity. For reference, more efficiently loaded crates had net weights ***** lbs and ***** lbs. The response from United Van Lines does not align with these facts:
  

  1. The photos, net weights, and eyewitnesses present at the moment of unloading disagree with the packing crews statement that both containers were loaded with more than what the pictures show. The images I provided were taken immediately after the crates were opened; no items had been unloaded. This was witnessed not just by me, but also my husband, father, and the four person moving crew from Mesa Moving and Storage (led by ****).
  

  2. The response claims the packing crew could not stack the [cardboard] boxes as high. However, the boxes were not stacked at all, and clearly could have been the top layer (without crush risk) in the crate with heavy-duty, hard-sided, stackable plastic tubs.
  
  

  3. My move had one queen sized mattress and one couch packed in different crates than those in question. I have no complaints about the way in which those two crates were loaded.
  
  
  I am dissatisfied with both the move and the response received. I request a $1,021.04 refund for the extra crate that was not necessary for my move ($3,822.27 minus $2,801.23, as listed in the Bill of Lading for order # U0180-01241-3).
  
  Sincerely,
  
  *************************

  Customer response

  12/08/2023

  12/08/2023 AB: Called consumer left a vm. 

  12/14/2023 AB:  Spoke to consumer and she would like a billing adjustment.  

  12/19/2023 AB:  Spoke to consumer about the business decision. 

  12/21/2023 AB: Called and left a vm for consumer to see if she received the documents from the business. 

  12/21/2023 AB:  Consumer called back and stated that she never received the documents.  Forwarded the documents to consumer at ******************************.  Consumer stated that she will call back to let me know that she received the documents. 

  12/21/2023 AB: Documents that were forwarded to the consumer were addressed to the incorrect consumer reached out to ** and the line was busy. 

  12/21/2023 AB:  Consumer was forwarded documents from the business. 

  01/05/2023 AB: Called consumer to see if this issue has been resolved left a vm. 

  01/08/2023 AB: Spoke to ***** and she sent the notes to me (mediator on 12/21/2023) today the signed document was forwarded to *********************** and ***** was CC on it. 

  01/10/2023 AB:  ***** left a vm requesting how she would be receiving her funds and I reached out to the business and they stated that once it was processed then it would be certified mail.  I spoke to ***** and relayed the information to her and forwarded the email that was received. 

  01/19/2024 AB: ***** sent an email dated 01/18/2023 that she received a check from United Van Lines today certified mail.  This complaint is Resolved. 

  

  Business response

  12/14/2023

  12/14/2023 AB: Called business left a vm. 

  12/14/2023 AB: Spoke to *************************, ****** stated to continue to reach out to ED Theobalv at ************ regarding this compliant.  Called ** and left a vm. 

  12/19/2023 AB: ***************** at ************ and left the 2nd vm. 

  12/19/2023 AB: ED ******* called back and stated that he would agree to a billing adjustment in the amount of $1021.04 if the consumer will sign a release of all claims.  This means not to sue.  ** stated that he will send this agreement to the consumer via email and CC mediator on the email at ********************************************

  12/21/2023 AB: Business sent documents but they were addressed to the wrong consumer, Called ** and the line was busy.  Sent a email to inform the business that the documents were addressed to the wrong consumer. 

  12/21/2023 AB: Business sent the documents that were addressed to ************************** 

  01/10/2023 AB: email from business.  In response to your email with Ms. ******** inquiry about when she would receive her funds. Since the signed Release of All Claims was received on Monday, January 8, ****, the settlement check has been requested. Once Ms. ******** settlement check completes processing and prints, the check with a cover letter will be sent to ****************** at her *********, ******* address via certified mail. If there are any questions, please contact me. Thank you. 

  Sincerely,

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

  Senior Paralegal, Cargo Litigation

  Law Department

  UniGroup, C.A.

  One *************

  ******, ** 63026

  E-mail: **************************************

  Phone: ************

  Fax: ************ Attn: ******

   

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an appointment set for 6-28 for a ***** ******* to come to my condo for a moving estimate. He called and said he had chipped a tooth so it was reset for the 30th. He calls and says let's just do this over the phone, which doesn't follow their protocol. I told him I needed my car taken by them also. He gave me a quote but I asked about the dates of delivery being anywhere from 17th to 27th of July. He said don't worry, that it would be the 17th or 18th at the absolute latest. Stupid me believed him. Then he calls on 7-3 and asks if my unit, 215, is on a 2nd floor. Yes. That's going to add $150. I said you need to honor the quote. We'll have to split it. He had me over a barrel as this left me no time to find another mover so I could be in Bilings to live where I've been paying rent since the last week in June by mid-July. Movers show up on 14th and do nothing for over an hour. On the phone. Told I was supposed to have packed all things inside a lawyer's filing cabinet, everything inside an armoire, several glass shelves and 2 huge mirrors all of which ***** knew I had yet never told me I needed to pack. $500 more and they know nothing about the car. ***** lies to the GM about this. He had told me to ask driver for date of arrival. He doesn't know. Call office. They don't know. Get GM. The 27th. Not enough room here to explain about car. I'm living in now the 2nd motel in Billings and brought 1 carryon for my flight for being here 2 at most nights per ****** Their manager of customer satisfaction says they are within their contractural obligations and will pay nothing for my incurred expenses. But these obligations don't include my having a rep who knows what he is doing and isn't a liar. I'm furious beyond words and had he only done his job and explained the delivery date could very well be the 27th I would have never used them. This was all avoidable. The rep from United Vanlines never signed the printed binding COD making it invalid I think. I'm checking.

  

  Business response

  07/24/2023

  This complaint will need to be transferred to the Eastern Missouri BBB for United Van Lines as the  shipment moved under United Van Lines, LLC (“United”) interstate operating authority. For purposes of the  interstate move, Johnson Storage & Moving (“Johnson”) was acting solely as a disclosed household goods agent of United. As a disclosed household goods agent, Johnson cannot be liable for damages arising out of United’s performance under its interstate Bill of Lading. Therefore, please remove Johnson from the complaint and forward the complaint to the Eastern Missouri BBB for United Van Lines.

  Customer response

  08/08/2023

  Your letter of 8-3-23 says you need business name, address and phone number. It's ******* ******* *** ******* **** * ****** *** ********** ** ******  A "work ticket ******" dated July 14th, which I got from them has their name as ******* ****** ****** *** on the printed piece of paper. The phone is ************* If you need more info, please call me at 406.534.2309, a landline. Sorry I don't keep my mobile on and as I lost my comcast.net email address and ********, my new Internet provider doesn't offer email address capability, I have yet to get a new email address. I hope this what you needed. Thank you, ****** *******

  

  Business response

  08/24/2023

  Dear Better Business Bureau:

  As the Manager of Customer Care, I have been asked to review and respond on behalf of United Van Lines regarding the customer’s complaint.As Interstate Movers, we are governed by regulations that specifically prohibit us from giving a customer a partial refund, rebate, or a free move based on the perceived level of services. These regulations also prohibit the customer from accepting a refund of the applicable tariff charges for the move. Attached is a copy of our Memorandum of Law for additional information. (See Memorandum of Law)The terms and conditions of the Bill of Lading are explained on page 3 of the signed Bill of Lading; as well as the “The Rights and Responsibilities When You Move” booklet and the “Ready to Move” brochure. The customer agreed to the terms based on the electronically signed acceptance agreement. Please note:On June 26, 2023, the customer and/or their representative agreed to the Order for Service/Bill of Lading terms which included the transportation of 6,400lbs; loading day scheduled for July 14, 2023; delivery spread for the dates between July 17 and July 27, 2023: pack & unpack 2 –Q/K Mattress Carton Bags; Extra Labor at Origin; as well as the Full Valuation Protection of $38,400.00 with a zero deductible. The estimated price for these charges/services was $6,899.36.Please note:On July 14, 2023, the day of load, it was determined that the customer needed items packed that were not part of the original estimate from June 26, 2023. The customer’s new Order for Service/Bill of Lading included the transportation of 6,400lbs; load day scheduled for July 14, 2023; delivery spread dates between July 17 and July 27, 2023; pack 2 –dish packs; pack 10 –3.0 cartons; pack 4 –wardrobe cartons;pack & unpack 2 -Q/K Mattress Carton Bags; Extra Labor at Origin; as well as the Full Valuation Protection $38,400.00 with a zero deductible. The customer’s new estimated price for these charges/services was $7,353.35.The customer’s signed June 26, 2023, Order for Service/Bill of Lading became null and void the moment the customer increased the packing from 2 items to 18 items and signed the revised Order for Service/Bill of Lading on July 14, 2023.Per our interstate operating tariff, if United Van Lines should fail to deliver a shipment within the agreed-upon delivery spread dates, we are required to reimburse a customer a per diem for every day the shipment is beyond the delivery spread dates. (See Item 36 Guaranteed Pickup & Delivery Tariff Page)Please note the Order for Service/Bill of Ladings provided to the customer both had the agreed-upon delivery dates of July 17, 2023 –July 27, 2023. The customer received their shipment on July 27, 2023, which was within the contractual agreed-upon delivery dates Our records indicate that the customer was never provided with an estimate that included the customer’s car. Per conversation with Johnson’s General Manager (whom the customer references in her dispute) assisted the customer in locating a separate hauling company to transport her car. The customer authorized the use of their ******** ************by phone for $7,353.65to pay the estimated total charge which was processed on July 26, 2023.The customer is required to pay the estimated amount before the final delivery of their shipment. All charges are subject to audit, and if necessary, will be corrected by refund or additional billing within 30 days of delivery.On August 14, 2023, an invoice was mailed to the customer indicating that the transportation charges had been paid and the customer was due a credit of $142.68. This is a credit for the Extra Labor not needed at Origin. The customer should see this credit within the next 7 to 10 business days. United Van Lines transported the customer’s household goods from Denver CO. to Billings, MT. We loaded and delivered the shipment as per the electronically signed acceptance agreement.Attached are the documents that substantiate that move services were provided. We regret any frustration, distress, or inconvenience the customer has experienced, and must respectfully deny the request for any additional refund.

  Sincerely,

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

  Customer Care Manager

• Initial Complaint

  08/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We contracted with ********* ****** company to relocate from Cypress, TX to Archer Lodge, NC. We received our items in two shipments, weeks apart with multiple examples of damaged or missing items. The majority of issues relate to damaged items. Damage to an expensive bureau from being mishandled. Similar damage to a table, exercise equipment, a dog kennel, couches with damaged legs, a shelving unit with bent sections. We are still inventorying in order to adequately characterize all of the damage.

  

  Business response

  08/10/2023

  To whom it may concern:I am responding on behalf of Mayflower Transit, LLC (“Mayflower”) with regardto *** *** *** ******** concerns that they have raised arising from their interstate move. *** *** *** ******** shipment was identified as Mayflower Order Number ***********. Mayflower apologizes for the frustration that the ******* have experienced and Mayflower regrets that it failed to meet all of their expectations.*** *** *** ******** complaint references cargo loss and/or damage to their interstate shipment. As of August 7, 2023, Mayflower has not yet received a written cargo loss ordamage claim from the *******. *** ******* can electronically file a cargo claim at www.mayflower.com/claims.Thank you for the opportunity to review and respond to *** *** **** ******** concerns. If there are any questions, please contact me.Sincerely,Sandra Chance

  Customer response

  09/01/2023

  Complaint: ********
  
  I am rejecting this response because:
  The amount of compensation for my damaged items is $476.00. This will not replace the items. 
  
  Sincerely,
  
  ***** ******

  

  Business response

  09/13/2023

  Better Business Bureau Serving Eastern Missouri & Southern Illinois

  211 N. Broadway Suite 2060 St. Louis, MO 63102

  RE: ***** * ******* ****** Mayflower Transit, LLC

  Order Number: *********** 

  BBB complaint ID# ******** 

  To whom it may concern:

  I am responding on behalf of Mayflower Transit, LLC (“Mayflower”) with regard to *** *** *** ******** concerns arising from the above referenced interstate move designated as Mayflower Order Number ************ Mayflower has recently contacted *** ****** to address the concerns raised by *** ****** in his complaint. Mayflower’s Claims Department is reevaluating the Leslie cargo claim in accord with the correct shipping paperwork and will be reaching out to the ******* with a revised claim settlement offer. Thank you for the opportunity to review and respond to *** *** **** ******** concerns. If there are any questions, please contact me.

  Sincerely,

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

  Senior Paralegal, Cargo Litigation

  Customer response

  09/13/2023

  Complaint: 20424717
  
  I am rejecting this response because:
  I have only been contacted by Legal from Unigroup. I will review the outcome of the settlement when Claims or their representative completes their evaluation.
  
  
  Sincerely,
  
  ***** ******

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