ComplaintsforUniGroup

• Initial Complaint

  07/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  United Van Lines has been in possession of my items since MAY 28, my delivery window was 6/2-6/9 - I have yet to receive my items. The customer service that I have received is abhorrent! The fact that you cannot deliver on a service that was sold is one thing, the fact that no one can be bothered to respond to me only adds insult to injury. This all could have been avoided had United been honest up front about their delayed deliveries. I have been living on an air mattress in an empty house, using a cardboard box and the floor for my office/desk since the first week of June. I am disgusted by their business practices and am considering seeking legal advice at this time. It's my understanding that my truck has now been parked about an hour from the delivery address for 24 hours with no one to do the actual delivery/unloading. They are selling a service that they can't fulfill and are 100% aware of it.

  

  Business response

  07/15/2021

  July 15, 2021

   

   

  Better Business Bureau

  Serving Eastern Missouri & Southern Illinois 211 N. Broadway

  Suite 2060

  St. Louis, MO 63102

   

  Re:       ***** **** U283-25566-1 BBB complaint ID# ********

   

   

  To whom it may concern:

   

  As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer’s concern regarding the transit of their household goods.

   

  The customer had a delivery spread of June 2, 2021 to June 9, 2021. The shipment is being delivered to the customer on July 9, 2021. Per the signed contract, delay provisions are $100 for each day the shipment is late. This shipment will have been delivered 30 days after the last day of the delivery spread. The customer is entitled to a Delay claim in the amount of $3,000.00.

   

  We apologize for the frustration that the customer experienced regarding the possible delay of the transport of their shipment. However, due to the high volume of shipments transporting during Peak Season and the shortage of drivers and equipment industry wide, we used every available avenue to get the customer’s shipment to them within a timely manner.

   

  We did not anticipate difficulties when the move was accepted nor was it intentional in anyway. We regret that we failed to meet the customer’s expectations.

   

   

  Thank you for allowing us to respond to the customer’s complaint.

   

  Amanda J. Castiglioni

   

  Amanda J. Castiglioni

  Lead Customer Service Specialist

  Customer response

  07/15/2021

  Complaint: ********
  
  I am rejecting this response because: United knew of the delays when my possessions were picked up, I have now come to learn that these delays have been ongoing for sometime now. United accepted a job that they were unable to fulfill, and they knew it. This is not a case of force majeure. Had they been forthcoming with that information up front, the situation would have been very different.  The only reason that the shipment was delivered on July 9 is because the customer circumvented United to work directly with the company that initially picked up the shipment. United did not do one thing to facilitate this move, everything was done via Suddath and the customer. There should be no payment at all to United, 100% should go to Suddath. United didn't even know that the delivery would be happening on 7/9 until told by the customer. 

  
  

  The actions of the move coordinator, Deb Finocchiaro, were malicious. Information with regard to payment was withheld that nearly caused the move to be further delayed by 2 weeks. The delay claim check was purposefully delayed by the coordinator as well. This person needs to have disciplinary action taken against her (and her Manager, Mark Ciscneros - Mark was looped in on the conversation and refused to respond or provide his Manager's contact information). 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  06/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Mesa to move on 3/30/21. Driver forgot the master bed. Did not want to return to get it. We had to meet new owners to allow him to get bed. Anissa(from Mesa) tried to contact driver to confirm unloading details. He didn't respond. He added an additional stop, but informed no one at his company about this. driver didn't have an inventory for me to check off. I had to use his ipad. Many items were not stickered. The driver arrived in a different van than the one he left in. Nobody knows why. Driver sat in the truck. No help or direction. Items were tossed, stacked on fragile items, and furniture was on it's side. Many items were missing or damaged. The driver didn't want to look for missing items, and asked if we would just check off. They didn't put together any furniture, except 2 beds. we paid for furniture to be assembled. Also missing shelves, glass items, rugs, and pegs for desk. A small refund for some items. Green Apple said they would refund some but didn"t

  

  Business response

  07/13/2021

  We are looking into the customer's concerns and respectfully request a little additional time to respond.  We expect to be able to appropriately respond by Monday, July 19.  Sorry for the delay, we appreciate your patience.

  

  Business response

  07/30/2021

  July 30, 2021

   

   

  Better Business Bureau

  Serving Eastern Missouri & Southern Illinois 211 N. Broadway

  Suite 2060

  St. Louis, MO 63102

   

  Re:       LISA ****** U802-210-1

  BBB complaint ID# ********

   

   

  To whom it may concern:

   

  As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer’s concern regarding the transit of their household goods.

   

  We are very sorry for any damages or missing items that may have occurred during your move. To submit a claim or check the status of your claim, please enter the information below.

   

  If you have any questions regarding the status of your claim, please contact Claims Team 2 at 800-537-7567 or at [email protected] for assistance. If you would like assistance with anything else, or simply have general questions, please feel free to call the hotline for guidance.

   

  I spoke with Green Apple Moving, LLC and they are going outside the guidelines and will provide a $200.00 good will gesture as an apology for the frustration with our driver. The gesture was processed on 7/30/21 and will be sent via USPS on 8/2/21.

   

  We did not anticipate difficulties when the move was accepted nor was it intentional in anyway. We regret that we failed to meet the customer’s expectations.

  Thank you for allowing us to respond to the customer’s complaint. Amanda J. Castiglioni

  Lead Customer Service Specialist

  Customer response

  07/31/2021

  Complaint: ********
  
  I am rejecting this response because: United Van Lines has done nothing about  my complaint. I have already filed a complaint for my items, and gotten a small refund. My move cost over $11,000, and I got less than $2000. I had even paid extra for insurance. This complaint is for the horrible service, and the neglect in hiring an unqualified driver. This is also about the extra money we paid to have our items unassembled, and reassembled. Nothing was reassembled. The driver made an unauthorized stop, with my stuff on his truck, and put my items on a different truck. Too many errors were made.

  As far as the company(Green Apple) that hired and trained the driver, they were neglectful also. They had previous complaints about the driver, but continued to use him. He was fired after my move. The $200 is not enough for their bad judgement.

  I got this company's name from my realtor(who got it from another realtor), and she will not be recommending them to anyone else.
  
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  06/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Moved from Florida to Utah. United Van Lines picked up our stuff on May 14th from Florida. The initial estimated delivery window in Utah was May 21st through the 27th. It is now June 12th and our stuff is still not delivered. I understand that delays are typical, but there has been little attempt on United Van Lines end to keep us informed on the status of our delivery. Their online tracking system has not been updated. They have not attempted to initiate any sort of status update. It was all on our end. We have reached out more than five times, and we finally received word that our stuff had made it to Utah and it was going to be delivered June 12th. Two hours after our delivery time window closed, we finally got through to someone, we were informed that our stuff was not in Utah and our delivery window would not be for three more days at least. United has my stuff and won't keep me informed on its location. They are giving inaccurate updates. I am concerned my stuff is missing.

  

  Business response

  06/14/2021

  Thank you for contacting us, Mr. *****, regarding your concerns.  In order for us to look-up what's going on with your move, please look at the top of your Bill of Lading and respond back with your Order Number.  Thank you.

  

  Business response

  06/16/2021

  Better Business Bureau

  Serving Eastern Missouri & Southern Illinois 211 N. Broadway

  Suite 2060

  St. Louis, MO 63102

   

  Re:       ***** & ****** ******-****** ********** *** complaint ID# ********

   

   

  To whom it may concern:

   

  As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer’s concern regarding the transit of their household goods.

   

  The customer had a delivery spread of May 21, 2021 to May 27, 2021. The shipment is being delivered to the customer on June 16, 2021. Per the signed contract, delay provisions are $100 for each day the shipment is late. This shipment will have been delivered 20 days after the last day of the delivery spread. The customer is entitled to a Delay claim in the amount of

  $2,000.00.

   

  We apologize for the frustration that the customer experienced regarding the possible delay of the transport of their shipment. However, due to the high volume of shipments transporting during Peak Season and the shortage of drivers and equipment industry wide, we used every available avenue to get the customer’s shipment to them within a timely manner.

   

  We did not anticipate difficulties when the move was accepted nor was it intentional in anyway. We regret that we failed to meet the customer’s expectations.

   

   

  Thank you for allowing us to respond to the customer’s complaint.

   

  Amanda J. Castiglioni

   

  Amanda J. Castiglioni

  Lead Customer Service Specialist

• Initial Complaint

  06/08/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order#: ********** Price: over $11,000 Service: Door to door move of household goods. Issues: -Misrepresented service to be provided. Negotiated door-to-door move. Instead shipment was picked up and delivered to local storage, with no prior communication. -negotiations over the past week with United National Customer Support (Diane), while pleasant, has not resulted in any change in the status of my shipment. -Last communication (June 8, 2021) now shows no driver acceptance of the load and none in queue. Desired outcome: assign driver, ship household goods this week.

  

  Business response

  06/16/2021

  To whom it may concern:

   

  As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer’s concern regarding the transit of their household goods.

   

  The shipment was loaded from the customer’s home on June 2, 2021 and had been securely stored until a driver could be assigned to the order. While we prefer to load a shipment directly on the long-haul transportation, there are times we must store the goods until such transportation is available. The tariff does allow for such a circumstance. The shipment loaded from our facility on June 14, 2021. The Move Coordinator, Ryanne, will update Mr. ******** once we receive an estimated time of arrival for delivery to their home.

   

  The customer has a delivery spread of June 13, 2021 to June 20, 2021. Per the signed contract, delay provisions are $100 for each day the shipment is late. Should the shipment be delivered late, he would be entitled to a Delay claim.

   

  We apologize for the frustration that the customer experienced regarding the possible delay of the transport of their shipment. However, due to the high volume of shipments transporting during Peak Season and the shortage of drivers and equipment industry wide, we used every available avenue to get the customer’s shipment to them within a timely manner.

   

  We did not anticipate difficulties when the move was accepted nor was it intentional in anyway. We regret that we failed to meet the customer’s expectations.

   

   

  Thank you for allowing us to respond to the customer’s complaint.

   

  Amanda J. Castiglioni

   

  Amanda J. Castiglioni

  Lead Customer Service Specialist

  Customer response

  06/16/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  pick up did not occur on 14 Jun. delivery is now highly unlikely to meet delivery window.

  nothing is being done to address non-climate control storage in 120 degree warehouse  

  NO ONE at United is proactively providing me with updates on the status of my order  

  What I would like. Is daily updates on the status of my shipment and/or actions being taken to get a driver for my shipment 

  I can be reached at *** ******** 
  
  Sincerely,
  
  ***** ********

  

  Business response

  06/24/2021

  To whom it may concern:

   

  As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer’s concern regarding the transit of their household goods.

   

  The shipment was loaded from the customer’s home on June 2, 2021 and is being securely stored until a hauling solution is found for their shipment. While we prefer to load a shipment directly on the long-haul transportation, there are times we must store the goods until such transportation is available. The tariff does allow for such a circumstance.

   

  The shipment intended to load from our facility on June 14, 2021. We were advised the truck broke down in transit to the origin facility. The part required for repairs was on back order but has since been received. The driver anticipates the truck will be fully repaired on June 24^th.

   

  The customer has a delivery spread of June 13, 2021 to June 20, 2021. Per the signed contract, delay provisions are $100 for each day the shipment is late. He is entitled to a Delay claim and can file for their Delay once the shipment has delivered. We can also advance part of the Delay provisions to the customer if they would like. The customer can contact Ryanne, Move Coordinator, or Diane, in Customer Care, to request an advance payment on their Delay claim.

   

  We apologize for the frustration that the customer experienced regarding the delay of the transport of their shipment. However, due to the high volume of shipments transporting during Peak Season and the shortage of drivers and equipment industry wide, we used every available avenue to get the customer’s shipment to them within a timely manner.

   

  We did not anticipate difficulties when the move was accepted nor was it intentional in anyway. We regret that we failed to meet the customer’s expectations.

   

   

  Thank you for allowing us to respond to the customer’s complaint.

  
  

  Amanda J. Castiglioni

   

  Amanda J. Castiglioni

  Lead Customer Service Specialist

• Initial Complaint

  06/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid Mayflower over $4400 to ship two containers of my personal goods from Chicago to Redwood City, CA this spring. Mayflower promised delivery on 04/30 but did not deliver until 05/06. There was zero accountability, and this was due entirely to mistakes by Mayflower (giving UPS, who they subcontracted my goods to, the wrong tracking number). I was told they could not rectify their mistakes for an entire week and guaranteed at least $100 a day plus a promise that I would get more money because of the nature of the failure (ie this was not a delay due to weather or other things beyond Mayflower's control). Over the week, I had to incur various expenses on essential needs (housing and good) I had NONE of my personal items that cost me over $2000. On 5/31, I filed a delay claim per the instructions of my customer service representative. I have requested three separate updates and received no response. I am requesting $2000 as part of my delay claim.

  

  Business response

  06/09/2021

  Better Business Bureau

  Serving Eastern Missouri & Southern Illinois 211 N. Broadway

  Suite 2060

  St. Louis, MO 63102

   

  Re:       ******** M626-3049-1

  BBB complaint ID# ********

   

   

  To whom it may concern:

   

  As the Lead Customer Service Specialist, I have been asked to respond on behalf of Mayflower Transit regarding the customer’s concern regarding the transit of their household goods.

   

  The customer’s shipment was part of our Container Program and had a registered delivery date of April 30, 2021. The shipment was delivered to the customer on May 6, 2021 to the customer. Per the signed contract, delay provisions are $100 for each day the shipment is late. This shipment delivered 18 days after the last day of the delivery spread. The customer is entitled to a Delay claim in the amount of $600.00. The check was printed and mailed via USPS on June 9, 2021.

   

  We apologize for the frustration that the customer experienced regarding the delay of the transport of their shipment. However, due to the high volume of shipments transporting during Peak Season and the shortage of drivers and equipment industry wide, we used every available avenue to get the customer’s shipment to them within a timely manner.

   

  We did not anticipate difficulties when the move was accepted nor was it intentional in anyway. We regret that we failed to meet the customer’s expectations.

   

   

  Thank you for allowing us to respond to the customer’s complaint.

   

  
  

  Amanda J. Castiglioni

  Customer response

  06/09/2021

  Complaint: ********
  
  I am rejecting this response because:

  I was promised that Mayflower would compensate me beyond the $100/day standard because of the nature of the mistake and that it was Mayflower's fault for the substantial and unexcused delay. It had nothing to do with a shortage or drivers or "peak season." In reliance on Mayflower's promise to compensate me more than $100/day, I incurred additional expenses to meet may basic needs in a safe place to sleep and food to eat. This is unacceptable.
  
  
  
  Sincerely,
  
  ****** ********

  

  Business response

  06/16/2021

  To whom it may concern:

  As the Lead Customer Service Specialist, I have been asked to respond on behalf of Mayflower Transit regarding the customer’s concern regarding the transit of their household goods.

   

  The customer’s shipment was part of our Container Program and had a registered delivery date of April 30, 2021. The shipment was delivered to the customer on May 6, 2021. Per the signed contract, delay provisions are $100 for each day the shipment is late. This shipment delivered 6 days after the last day of the delivery spread. The customer is entitled to a Delay claim in the amount of $700.00. The check was printed and mailed via USPS on June 9, 2021.

   

  We went outside the guidelines to offer the customer a $300.00 good will gesture as an apology for their frustration. The gesture was sent via USPS mail on June 12, 2021.

   

  We apologize for the frustration that the customer experienced regarding the delay of the transport of their shipment. However, due to the high volume of shipments transporting during Peak Season and the shortage of drivers and equipment industry wide, we used every available avenue to get the customer’s shipment to them within a timely manner.

   

  We did not anticipate difficulties when the move was accepted nor was it intentional in anyway. We regret that we failed to meet the customer’s expectations.

   

   

  Thank you for allowing us to respond to the customer’s complaint.

   

  Amanda J. Castiglioni

  Customer response

  06/17/2021

  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

  06/03/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We contracted with Armstrong Relocation (representing United Van lines) in February 2021 to move our household goods from Plainfield, IL to Oak Island, NC. This included keeping our goods in storage for an estimated 40 days. Construction was delayed & we advised our move coordinator Lisa & she said that it was not an issue - we could continue to keep it in storage as long as required (for a fee of course, which we were okay with). As we got closer to completion we contacted Lisa & she advised that she would need two weeks notice of when we wanted delivery & she would get a truck scheduled. We did so, and were given a delivery window between May 27th - June 1st. It is now June 3rd & they still do not have a truck scheduled. We call daily to both Lisa and the customer service rep Louise & keep being told they can not find a driver to take the load. They have been unable to provide an estimated delivery date, or a path forward to resolution.

  

  Business response

  06/11/2021

  June 10, 2021

   

  Better Business Bureau

  Serving Eastern Missouri & Southern Illinois 211 N. Broadway

  Suite 2060

  St. Louis, MO 63102

   

  Re:       **** ***** **********

  BBB complaint ID# ********

   

  To whom it may concern:

  As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer’s concern regarding the transit of their household goods.

   

  The shipment was loaded from the customer’s home on May 21, 2021 and is being securely stored until a driver can be assigned to the order. While we prefer to load a shipment directly on the long-haul transportation, there are times we must store the goods until such transportation is available. The tariff does allow for such a circumstance. It is currently scheduled to load from our facility on June 11, 2021. The Move Coordinator, Lisa, will update Mr. ***** once we receive an estimated time of arrival for delivery out to their home.

   

  Mr. ***** had a delivery spread of May 27, 2021 to June 1, 2021. Per the signed contract, delay provisions are $100 for each day the shipment is late. He is entitled to a Delay claim and can file for their Delay once the shipment has delivered. We can also advance part of the Delay provisions to the customer if they would like. The customer can contact Lisa, Move Coordinator, or Louise, Customer Care, to request an advance payment on their Delay claim.

   

  We apologize for the frustration that the customer experienced regarding the delay of the transport of their shipment. However, due to the high volume of shipments transporting during Peak Season and the shortage of drivers and equipment industry wide, we used every available avenue to get the customer’s shipment to them within a timely manner.

   

  We did not anticipate difficulties when the move was accepted nor was it intentional in any way. We regret that we failed to meet the customer’s expectations.

  Thank you for allowing us to respond to the customer’s complaint.
  

  Amanda J. Castiglioni

  Lead Customer Service Specialist

• Initial Complaint

  05/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My residential move of household goods is not being honored. Stipulations outlined in the contract have not been carried out. Unigroup agreed to pick up my household goods and transport them from Colorado Springs Co to Ft Walton Beach Fl by May 14, 2021. It is now May 27 and my goods remain sitting in the agents warehouse in Colorado Springs waiting for a truck.

  

  Business response

  06/09/2021

  To whom it may concern:

  As the Lead Customer Service Specialist, I have been asked to respond on behalf of Mayflower Transit regarding the customer’s concern regarding the transit of their household goods.

  The customer had a delivery spread of May 7, 2021 to May 14, 2021. The shipment was delivered to the customer on June 1, 2021 to the customer. Per the signed contract, delay provisions are $100 for each day the shipment is late. This shipment delivered 18 days after the last day of the delivery spread. The customer is entitled to a Delay claim in the amount of $1,800.00.

  We apologize for the frustration that the customer experienced regarding the delay of the transport of their shipment. However, due to the high volume of shipments transporting during Peak Season and the shortage of drivers and equipment industry wide, we used every available avenue to get the customer’s shipment to them within a timely manner.

  We are very sorry for any damage that may have occurred during your move. To submit a claim or check the status of your claim, please enter the information below.

  To file your claim simply click (or copy and paste the following link to fill out an online claim for your shipment. https://www.mayflower.com/claims

  If you have any questions regarding the filing of your claim, please contact the Claims Hotline at 1-800-325-9970 for assistance. Once your claim is assigned to an adjuster, they will be your primary contact for claims updates and will provide you with their direct contact information. If you would like assistance with anything else, or simply have general questions, please feel free to call the hotline for guidance.

  We did not anticipate difficulties when the move was accepted nor was it intentional in anyway. We regret that we failed to meet the customer’s expectations. 

  Thank you for allowing us to respond to the customer’s complaint.

  Amanda J. Castiglioni

  Lead Customer Service Specialist

  Customer response

  06/09/2021

  Complaint: ********
  
  I am rejecting this response because:

  As of June 10,2021, I have only received half of my shipment. No word of when the remaining items will be leaving Colorado. Mayflower has loaded it onto a non climate controlled truck they have already been waiting to fill up with other orders.  I have sustained over 15k in damages of my noted high value furniture items from the first shipment. I have not received any monetary allowance due to the extreme inconvenience and hardship from Mayflower.
  
  
  
  Sincerely,
  
  ****** ****

  

  Business response

  06/16/2021

  To whom it may concern:

   

  As the Lead Customer Service Specialist, I have been asked to respond on behalf of Mayflower Transit regarding the customer’s concern regarding the transit of their household goods.

   

  The customer had a delivery spread of May 7, 2021 to May 14, 2021. The shipment was delivered to the customer on June 1, 2021 to the customer. Per the signed contract, delay provisions are $100 for each day the shipment is late. This shipment delivered 18 days after the last day of the delivery spread. The customer is entitled to a Delay claim in the amount of

  $1,800.00.

   

  Overflow shipments do not qualify for delay benefits. However, we went outside the guidelines to offer the customer a $100 a day good will gesture as an apology for their frustration. This portion of the shipment is due to deliver June 15, 2021. The customer is entitled to an additional 14 day delay for $1,400.00.

   

  We apologize for the frustration that the customer experienced regarding the delay of the transport of their shipment. However, due to the high volume of shipments transporting during Peak Season and the shortage of drivers and equipment industry wide, we used every available avenue to get the customer’s shipment to them within a timely manner.

   

  We also provided the customer with the following information regarding claims:

  
  

   

  To file your claim simply click (or copy and paste the following link to fill out an online claim for your shipment. https://www.mayflower.com/claims

  
  

  If you have any questions regarding the filing of your claim, please contact the Claims Hotline at 1-800-325-9970 for assistance. Once your claim is assigned to an adjuster, they will be your primary contact for claims updates and will provide you with their direct contact information. If you would like assistance with anything else, or simply have general questions, please feel free to call the hotline for guidance.

   

  We did not anticipate difficulties when the move was accepted nor was it intentional in anyway. We regret that we failed to meet the customer’s expectations of our usual performance.

   

   

  Thank you for allowing us to respond to the customer’s complaint.

   

  Amanda J. Castiglioni

  Amanda J. Castiglioni

  Lead Customer Service Specialist

• Initial Complaint

  05/26/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Order #: *********** Signed contract to move in/delivery date of 5/28/2021 @1pm Two days before delivery they say it is delayed. I am paying rent as well as will now not have a place to stay while waiting for my furniture to be delivered. I was given a delivery window of 17-21 days from pick up and this is day 21. Going into a Holiday weekend it is unlikely they will deliver on the weekend. I have to schedule delivery with my building and did so 2 weeks in advance. At this time I have to reschedule and availability is limited. I want my furniture delivered on the agreed upon date of 5/28 @1pm.

  

  Business response

  06/01/2021

  To whom it may concern:

   

  As the Lead Customer Service Specialist, I have been asked to respond on behalf of Mayflower Transit regarding the customer’s request for assistance regarding the of their shipment.

   

  While it is our intent to load each shipment onto one truck, there are times when it becomes necessary to divide a shipment among two or more trucks.

   

  This can happen when the shipments that are loaded prior to the next pick up are greater than estimated taking up space set for the next pick up. This can be caused by additional items being added, bulkier items loaded, or a customer decides to take more than what was estimated.

   

  Rather than jeopardize the entire shipment from being delivered late, the driver is to load essentials on the first truck so that a customer can set up their household.

   

  The customer had a delivery spread of ending on May 28, 2021. The main portion shipment is scheduled to be delivered to the customer on June 2, 2021. Per the signed contract, delay provisions are $100 for each day the shipment is late. This shipment will have delivered 5 days after the last day of the delivery spread. The customer is entitled to a Delay claim in the amount of $500.00. I have processed this Delay claim and the customer should receive the check in the next 7-10 business days from USPS.

   

  We went outside the guidelines to offer the customer a $200.00 good will gesture as an apology for their frustration. The gesture was sent via UPS priority mail and the status shows as delivered to the customer’s residence.

   

  We apologize for the frustration that the customer experienced regarding the delay of the transport of their shipment. However, due to the high volume of shipments transporting during

  
  

  Peak Season and the shortage of drivers and equipment industry wide, we used every available avenue to get the customer’s shipment to them within a timely manner.

   

  We did not anticipate difficulties when the move was accepted nor was it intentional in anyway. We regret that we failed to meet the customer’s expectations.

   

   

  Thank you for allowing us to respond to the customer’s complaint.

• Initial Complaint

  05/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dates 05/10/2021 through 05/19/2021 Amount Paid: $5,964.74 Order Number: ************ * Trucks, three break downs Poor inventory management on loading end Poor communication throughout Considerable damage and missing items due to obvious lack of care given

  

  Business response

  05/25/2021

  *** 25, 2021

   

  Better Business Bureau

  Serving Eastern Missouri & Southern Illinois 211 N. Broadway

  Suite 2060

  St. Louis, MO 63102

   

  Re:       ********* *** *************

  BBB complaint ID# ********

   

  To whom it *** concern:

   

  As the Lead Customer Service Specialist, I have been asked to respond on behalf of ***flower Transit regarding the customer’s concern regarding the transit of their household goods.

   

  The customer had a delivery spread of *** 14, 2021 to *** 17, 2021. The shipment was delivered to the customer on *** 19, 2021 to the customer. Per the signed contract, delay provisions are $100 for each day the shipment is late. This shipment delivered 2 days after the last day of the delivery spread. The customer is entitled to a Delay claim in the amount of

  $200.00.

   

  We apologize for the frustration that the customer experienced regarding the delay of the transport of their shipment. However, due to the high volume of shipments transporting during Peak Season and the shortage of drivers and equipment industry wide, we used every available avenue to get the customer’s shipment to them within a timely manner.

  
  

   

  To file your claim simply click (or copy and paste the following link to fill out an online claim for your shipment. https://www.***flower.com/claims

   

  If you have any questions regarding the filing of your claim, please contact the Claims Hotline at 1-800-325-9970 for assistance. Once your claim is assigned to an adjuster, they will be your primary contact for claims updates and will provide you with their direct contact information. If you would like assistance with anything else, or simply have general questions, please feel free to call the hotline for guidance.

   

  We did not anticipate difficulties when the move was accepted nor was it intentional in anyway. We regret that we failed to meet the customer’s expectations.

  
  

   

   

  Thank you for allowing us to respond to the customer’s complaint.

   

  Amanda J. ***********

  Lead Customer Service Specialist

*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. ↩