U-Pack Reviews

Nothing broke to my knowledge but it made unloading a hassle for my movers. Took over a week to arrive at my new apartment and ended up in a hold/transfer loop with customer service, trying to schedule more than once during the whole process. Once I got scheduled, they arrived 2 hours earlier than my delivery window, and I had to rush to be ready to meet the driver. The drivers were all very nice throughout the process and called ahead of time. Once I got to the right person to talk to, he was very kind and helpful. No lock provided made me nervous, especially leaving the truck overnight. A numerical lock that the driver and consumer get the code to would make it feel more secure.

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.

It quickly became apparent that they had no idea where our cube was and had no way to track it because apparently someone in Richmond failed to do their job and log it on the manifest. There are also no GPS trackers on the pods to safeguard against human error. I was told many times that it "wasn't lost," that they had to have people "walk the yards" and check the CCTV footage, first in Richmond, then it was Winston Salem, then it was Ohio, then New York. I was told about how these facilities were super backed up and had tons of trucks to be offloaded and that it would turn up. Eventually they refunded our 850.00 - the cost for the service but assured us that it would be found and that they were still looking.

A month later, our daughter is 10 hours away, in a new city where she knows no one, sleeping on an air mattress on the floor, without her belongings. Our entire summer vacation was planned around this trip to help her move and we had to leave her without her things. Suddenly, they don't want to return emails and phone calls and when I posted about our experience on their Facebook page they deleted it and blocked me. Our claim for reimbursement is pending. Bottom Line - USE ANOTHER COMPANY but no matter who you go with, do yourself a favor and put your own GPS tracker in the container.

They really cover themselves with their contract because they only pay $.10 per pound up to $2000. Everything we owned was on that trailer. We expected possibly some breakage if things got shifted around during the transport but never did we think there would be damage in the roof that caused so much water damage. They will not compensate us enough for what we have lost. I would not recommend this company to anyone.

When it arrived at the destination, I had access to the actual person who dispatched the trailer to my final location. Not a 800 number in another state or country looking at the same data I can see online. Shoutout to Randy at the Killeen Texas depot. I may have called him a few times. He was always courteous and helpful. When we were done packing and unpacking, I got a text to do a simple notification to the location to pick up the trailer. To my surprise and elation, they did it the same business day! I cannot rave enough about this company and the quality of their service. If I ever have to move again, I’d hire them without hesitation.

o They dropped off the 28’ trailer in my driveway in Massachusetts on time. Giving me 5 days to load.

o Packing material: It’s a moving company, so I expected pads, blankets, ropes, all kinds of necessities to pack .. there was NONE, zero. When I called, they said, "We don’t supply any," so I had to go buy everything.

o The trailer was dirty: Dirt, wood chips, debris, used straws, empty juice boxes, …etc. I had to clean it before putting my stuff in.

o The ramp: The ramp doesn’t slide out/in from under the trailer like U-Haul trucks, it’s a 200-250 LB folded in half ramp, to be carried out/in to the trailer.

o The lock pad: To lock the trailer overnight, I asked for the key to the lock-pad attached to the trailer gate, I was told “We can’t give you that, you have to buy your own”.

o 2 days later; I get a call from their driver “I’m ready to pick-up the trailer” I told him I’m not even halfway done, the deal is 5 days.

o Ramp Doesn’t fit: When the ramp is folded, it doesn’t fit the width of the trailer, it's about 6”-12” wider than the trailer, you have to stand it up to fit in.

o The “Bulkhead Panel”: The gate to secure your stuff from moving around, is falling apart, broken wood, with holes all over… heavy, needs 2 people to move it and adjust it to lock.

o Delivery to destination: Was promised 7-8 business days to deliver … needless to say it took them 22 day to arrive in Nevada.

o Close on weekends: They don’t do business on weekends!!! No delivery, no pickup, not even answering their phones. A moving company close on weekends!

o $900 for no reason: Was surprised to see an additional $900 charge on my CC for a month worth of storage that I didn’t ask for. When I called, they say they will credit the CC back, 10 days later, no credit, called back, they said: “For some reason it didn’t go through. Let me do it again.” Check again in another 4-5 business days. Finally got it after 2 weeks.

o 70%-80% Damage: Trailer arrived with 70-80% of my furniture and boxes are damaged… fron scratches and dings, to completely crushed beyond repair or use – when I called – he says, "Nothing we can do for you."

o Pad-locks were cut: they cut the 2 padlocked I have on the trailer doors without even calling or notifying me.

Not only was the few hours away going to cost us another $2000 to ship it but they would not prorate the 10 days of storage we used. They said we owed the entire 500. I asked for Neils managers information and he refused to provide it. He said I wouldn’t get a different answer from them. He would not provide a last name. He also said, it was written in our contract that they don’t prorate storage. Considering that storage was never discussed, the representative that organization the storage for us, never mentioned that. Yes, this situation was something we were going to have to accept and pay the additional money for but this company took advantage of our back circumstances. So all together almost $6000. They should be ashamed. Covid put us in a bad situation and upack was happy to reap the benefits.

I called for them to pick up after loading and had to follow up because by 4 pm (on the day of pickup) they had not arrived. When I called them, the person whom I spoke to wasn't aware that I had a pickup and they came late that evening, around 8 pm and picked up the trailer. They never told me that I would need to pay an additional $1,000 because they said that I used 16 feet. I called to check on the arrival time and the space used, and that's when I found out I owed them the additional $1,000. They gave me $100 discount and said that was all that they could do. I would never recommend them to anyone. Beware.

Seems like they are nice guys and all and reassure us that they often do this long distance move and not to worry. He said he will be able to load the truck on Jan 29th around 7am to 9am and have it delivered and unload to our new home in TX around February 8th. We accepted and we started packing and all. Mind you we call at least 3 weeks ahead to plan this.

Now let's fast forward this to Jan 24th Wednesday before the big moving date Monday Jan 29th pickup. The owner calls me up and tells me that he lost another big shipment that was supposed to go South with our stuff because our load was not very big. He ends up saying as a courtesy call he will still be able to pick up our things on Jan 29th but will only delivered our things around February 19th. That's if he can sign up another household to go South with our things!!! 3 long weeks minimum to wait without all our house belongings 2000 miles away. We were furious! He said he will make some calls to a sister company called Ray the Mover in Manchester NH. (Another lying and no ethic company btw. That's another story.) We are only few days away from the move and we have a bunch of our pets to drive cross country for 27 hours and we won't have our things at least for another 3 weeks!

We are panicking, furious, disappointed and worried. We tried to call him back the next day Thursday Jan 25th, the following day after Friday Jan 26th to no avail the owner Patrick Breen and his sales guy Zack never answer or call back. Friday all morning I call all different local movers but with no success due to last minute notice. No one has availability to move us in three days which would be Monday Jan 29th. We freaked out, I drove to Preferred Movers in North Hampton 10 min away... And tried to see if the owner was there or Zack his sales guy. Only to find out that none of those two were there but their secretary. I was upset but remained calm. Told the secretary about the situation and she tells me: That they rarely drive to TX and sometimes have shipments to FL only but don't believe they ever went to TX!

After she called Patrick the owner who would ignore our calls few days before our move he chickened out, didn't even have the courtesy to speak to me and I was standing there listening to his and her conversation. I canceled our reservation right on the spot and she gave me the excuse that he is having the flu and all but could still pick up our things Monday and ship it out whenever he finds another big load to ship out with our things! Not acceptable, disrespectful, unprofessional, and unreliable business.

After she hangs up the secretary had the audacity to offer me her own husband's phone number to help load our things into containers if we were to use U-PACK. She tells me to keep this between her and I because her boss Patrick doesn't know that her husband does work on the side... WOW. What kind of local business is this? Its own secretary/employee is trying to get her own husband some side business being her own boss back... NO THANK YOU. I left and went home.

At last we called U-PACK. A very nice man picked up and said they would be able to deliver Monday Jan 29th two small Relocubes to us right in front of our apt in NH but we will have to move load ourselves. At this point we needed to be moved out by then so we didn't care. My husband and I would do our own move. U-PACK texted me and an agent even called us 1 hour before they delivered the Relocubes. We're there on time, no hassle, placed right where we wanted them. We loaded both Relocubes to their fullest and only had to click a link and called U-PACK and set our containers to be picked up two days later Jan 31st and we didn't need to be present as we were leaving for a long road trip that same morning.

Our neighbor downstairs texted us few hours later to let us know the cubes were being picked up on time like U-PACK promised us. Guess what, the day before our shipment was dropped off they texted us that it will be delivered guaranteed date Monday Feb 5th!!! That's awesome. Arrived right on time, nice gentleman came and asked us where we want it to be placed. So it arrived Monday Feb 5th to TX from NH and we unloaded the containers and our cubes were picked up Wednesday Feb 7th without us being present. U-PACK WERE OUR SAVIORS. EXCELLENT customer service, RELIABLE, on time. They meant what they said and promised! We will definitely use them again. THANK YOU U-PACK TEAM.