U-Pack Reviews

Original Review: April 17, 2025

We used UPack to move from FL to ME - upon delivery in ME we found many items damaged. Everything was packed well and wrapped in UHaul blankets and strapped in with ratchets. Our whole antique bedroom set (Dresser, headboard and End Table) were damaged beyond use.... chunks of wood broken off, scratched so badly it is now junk and cannot ever be restored correctly. They also damaged an expensive wooden TV stand that was also wrapped very tightly. My daughter's expensive brand new $30,000 motorized wheelchair got ripped along with 2 other chairs. Scratches and dents in most everything.

We moved this exact same stuff to FL last year with no damage done to anything. The cubes were mishandled badly and slammed around quite a bit too cause as much damage as they did. We even witnessed it when the driver dropped them off. After he set one cube down he got the other one and hit the first one with it.... his EXACT words were "Oh well! Until they make these see through this is gonna keep happening. I took pictures of fresh punctures in the cube that were not there when we packed them. I submitted a claim but don't expect much as they will blame you for not packing it right.

We lost basically every piece of furniture we had to damage - I will NEVER use this company again nor so I recommend them to anyone. If you do - take videos, pictures of everything and even then they cover their butt in the contract and only pay .10 a lb for damaged items IF you can prove they did it.... so therefore you get next to nothing for losing all your belongings. Pretty sad to pay over $5000 to lose everything and have to replace it due to negligence that will never be recognized by the company.

For example the rep from Vanlines said I only need 600 cu. Ft. and quoted 6k for that. Which I knew was part of the scam. I booked U-Pack and booked the entire 28ft trailer. It was roughly 2000 cu. ft. I filled it all up and still had to throw away some stuff (imagine the rep from vanlines was trying to convince me that I only need 600 cu ft). UPack quoted 7k and they promised they’ll deliver in 11 days in NY and they did. It was a great experience. Highly recommend. Better than driving yourself.

Load the largest and heaviest furniture, appliances and boxes first. Place them against the walls to help evenly distribute the weight throughout the truck/trailer/container. Stack items from floor to ceiling, putting heavy items on the bottom and lighter ones on the top. Load tight, like a jigsaw puzzle — fill all space to avoid shifting in transit. Use things like pillows, rugs and bags of linens to fill any open space. Each tier should be close to the trailer/ReloCube ceiling before beginning the next tier. Tie each one off with ratchet straps/rope to secure. Place fragile items or awkwardly shaped items on last and secure tightly (make sure to mark them “fragile”).

Place lightweight, loose items like small rolled up rugs, bundled mops and brooms on top. All of my belongings were packed in plastic totes of the same size and shape. Everything else was furniture or odd shaped/sized that had to be loaded separately. These were packed light on top and heavy on bottom. I had multiple blankets, dog beds etc packed in between. My loading job could not have been more even, level and secure. I used somewhere between 10-15 ratchet straps throughout the load. I am very offended that I am being blamed for the damage and expected to believe that this was all perfectly normal transport. Again, I have unloaded hundreds of trailers and I'm VERY aware of what damage from poor loading looks like. More often than not, entire loads are not damaged on arrival.

Parts of trailers that were loaded securely and level will not have sustained damage while other parts are damaged due to how they were stacked. My entire container showed proof of extreme vibration and shaking. This is not normal. I Am aware from your letter that investigation showed no accidents or abnormal conditions, that may be true, however, that does not show that the equipment itself was not in need of some sort of servicing like suspension, balancing etc. I had a metal bathroom wall rack in my container.

Although it sustained no damage, it was securely put together and has roughly 20 bolts holding all the bars together. Upon arriving here it was completely disassembled and every bolt had completely unscrewed itself and come out of the bars. That is not normal conditions, that is extreme vibration and constant movement.

The purpose of this email is for one, to let U-pack know how my situation is being handled. I can not in good conscience promote or encourage others to use this service. I was very excited to use a service like this and not have to drive a moving truck across 3 states. After this experience I wish I had. It was not cheaper than renting a truck, possibly more expensive and then to have so much damage to my belongings is very disappointing. Secondly, people considering using your service should be aware of just what extremes they need to go through to not have their property damaged. I have more experience with freight than most people I know, so the majority of your customers are going to experience the loss I have and if that's not the case then there were definitely excessive circumstances with my move.

I was very fair in the damages I listed for review, I did not nitpick and only listed the major things that were damaged which did not amount to a great deal (the pergola I listed was brand new and sustained lots of cosmetic wear, the price I listed was the value of when I purchased it but I was not expecting full compensation). I am very offended that not only can you not find some way to fairly accommodate me but you tell me it's my fault and pass blame to me. That's no way to provide good customer service and so again, I cannot give recommendations to anyone or provide good reviews.

They said they still had 2’ of space to use for other customers’ things which may be destined for cities or towns along the route to us. And then they pick up more, re-route, drop-off, pick up another 32 square feet, re-route, drop off and repeat several times before ever reaching you, further subjecting your things to unknown, unforeseen road conditions over a prolonged stretch of time. When I called U-Pack ‘customer service’, it quickly became apparent to me that they are not a customer-service-oriented company. They will find any way they can to paint themselves as honorable while you sit helplessly like a fool, waiting for your personal items to arrive.

They had all of our things and $5,000 of our money. Complaining to them made no difference. They have your stuff and they will subject your items to as additional many road-miles as they wish to maximize profit. That is all they care about. It’s been 12 days and we are still waiting for delivery. U-Pack has cured us. We will never move out of state again. This has been a totally bizarre nightmare. Getting too old for this bs. Suggestion: If you are planning an upcoming move, either hire a professional full-service moving company with end-to-end liability coverage, or rent a U-Haul truck, load it and drive it yourself. U-Pack is only good for commercial/business shipping. They should not be in the residential service market at all. Your things will be destroyed unless you at least hire a pro to load it for you.