United Prime Van Lines Reviews

When I nervously brought it up to the team leader, Sarah, she didn't bat an eye or give me a hard time about the oversight. Instead, she calmly assessed the weight and size. She quickly found some extra, sturdy boxes and specialized packing paper they had on the truck, and her team carefully, patiently, and meticulously re-packed each record into smaller, more manageable boxes, ensuring no warps or scratches. They even taped them securely so nothing would shift.

Sarah explained their process clearly, and their willingness to handle this unexpected, heavy, and delicate addition without any complaints or unexpected fees was a huge relief. Everything arrived in Chicago safe and sound, including every single one of my beloved records, which was a true blessing. Their attention to detail and readiness to adapt to un-foreseen situations really shows their commitment to excellent customer service. I'm really glad I chose them; they made a potentially stressful situation surprisingly smooth and easy.

Despite this minor setback, once the correct crate arrived, the team swiftly and carefully secured the sculpture, treating it with extreme care. All my artwork arrived in Asheville in perfect condition, which was my main priority. The movers were otherwise excellent, their communication was good, and they really showed a deep understanding of handling delicate items. The overall professionalism made up for the small hiccup. I'd still recommend them, but a bit more coordination on specific packing materials would make it a perfect five-star experience.

Panic set in as I imagined canceled appointments and an emergency locksmith bill. I tore through boxes in a frenzy, until one of the movers noticed my distress. Instead of brushing it off, he calmly offered to help, checking boxes and the truck. Within minutes, he found the keys tucked into a box of kitchen towels I’d packed in a rush. His calm, thorough approach saved me hours of stress and a potential disaster. This team went above and beyond — not just moving furniture, but genuinely caring about their client’s peace of mind. I couldn’t be more grateful.

But then, bam! — the building's main service elevator, booked weeks in advance, completely broke down right as they were about to bring out my heavier furniture and computer setup from the 12th floor. My heart literally sank. I instantly pictured endless delays, skyrocketing costs, and a total nightmare, especially since I had critical virtual meetings the next morning. I was already frantically trying to call building management, feeling helpless. But the crew didn't even bat an eye. There was no panic, no complaining, just a quick huddle. They swiftly re-assessed the situation, and without a single grumble, started carrying my entire couch, heavy standing desk, monitor boxes, and countless other items down twelve flights of stairs. Their sheer strength, stamina, and determination were truly jaw-dropping. They navigated each landing with incredible care, maintaining a positive attitude.

Everything arrived in Chicago perfectly, not a single scratch on any item, including my delicate tech gear. And despite that major snag, they still finished within a reasonable timeframe, letting me get my internet hooked up that same evening. This team truly goes above and beyond, proving they can handle any unexpected hiccup thrown their way, all while maintaining top-notch service and incredible resilience. They turned a potential disaster into a testament to their professionalism.

Just as tears welled up, one of the United Prime Van Lines movers, a kind and calm guy, noticed my distress. He asked what was wrong, and when I explained about Luna, he immediately joined the search, even suggesting places I hadn’t thought of, like the garage. He had this amazing, soothing energy, patiently looking. Then, he pointed to my car, parked in the driveway, and said, "Sometimes, when they're scared, they crawl into tight, dark spaces for comfort. Let's check under the hood." Lo and behold, after a quick peek with his flashlight, there she was, tiny and terrified, huddled near the engine block! He was incredibly patient, talking to her softly, slowly coaxing her out until she was safely in my arms and secured in her carrier.

That moment, honestly, saved my move. Not only did they handle all my fragile photography equipment—nothing broke, not even a lens or a delicate light stand, which was a huge relief for my business—but their genuine compassion and extra effort to rescue my beloved Luna truly went above and beyond any service I could have asked for. United Prime Van Lines didn't just move my belongings; they moved my family, whiskers and all, with a level of care I hadn't even dreamed of.

It took some real effort, but they managed to carefully detach it from the wall, and despite its surprising weight, they maneuvered it out and onto the truck. I was incredibly grateful for their willingness to tackle this unexpected challenge with such professionalism and good humor. It really went above and beyond what I expected. The rest of the delivery in Scottsdale was just as smooth. Highly recommend them!

They meticulously packed every piece of equipment and every box of documents with extreme care, ensuring everything was properly secured for the long transit. The team was incredibly efficient, yet never rushed, and their attention to detail was evident throughout the entire loading and unloading process. All our IT assets and documents arrived in Seattle precisely on schedule and, most importantly, in perfect working order, with no damage whatsoever. This allowed us to resume full business operations at our new Seattle office with minimal downtime. The pricing was competitive and transparent, with no hidden fees, and their communication was excellent. For any business, especially those in the tech sector, facing a complex relocation involving valuable and sensitive equipment, I highly recommend United Prime Van Lines. They delivered a top-tier, stress-free experience.

We chose United Prime Van Lines after thorough consideration, and their service proved to be exceptional. The moving crew demonstrated outstanding professionalism and empathy from the moment they arrived in Chicago. They were incredibly efficient yet remarkably gentle with all our belongings. I was particularly impressed by their meticulous packing of the vinyl records, using specialized methods to protect them, and their extremely careful handling of the fragile china, which arrived in Las Vegas completely intact. They also showed great consideration for our children, ensuring their items were packed thoughtfully. Upon delivery in Las Vegas, the team was just as efficient and helpful, even assisting with the reassembly of our children's beds, which saved us considerable time and effort.

The entire move was completed without any damage or loss to our property, and the pricing was transparent, with no unexpected charges. United Prime Van Lines provided excellent communication throughout the process, keeping us informed every step of the way. For any family, especially those with young children or valuable heirlooms, seeking a reliable, careful, and customer-focused moving company, I highly recommend United Prime Van Lines. They truly delivered on their promises.

Original Review: I submitted a written cancellation and was later told they’d be keeping 50% of my deposit per their contract. When I made a Google review based on my experience, they refused to issue any refund at all unless I removed it and signed a release form. Even after taking the review down in good faith, they still withheld my money and continued to harass me with calls and texts — including about my BBB complaint. When I asked for communication in writing only, a sales manager told me she was “allowed” to keep calling. Do not answer their calls. They’ll try to confuse you, manipulate your words, and pressure you into giving up. Extremely unprofessional and not worth the stress.

The guys were professional and helpful. They were clean and careful with our furniture. Everything arrived on the day they promised. They unloaded, unpacked and assembled our furniture. It took them another full day, more than 12 hours to do so. The pricing for Moving services was competitive and honest. We had other bids with hidden fees in terms in the contracts. One company wanted to charge us $100 to pack one item on top of labor hours, another company wanted to charge us $1000 for every change order or if we are exceeding the amount of hours that was originally planned. Be careful many moving companies are ripping off clients everywhere. We are so glad we chose United Prime Van lines for moving don't of Los Angeles. We thought it would be a disaster but it actually went pretty smooth. We hope we are not going the moving experience anytime soon but if we do we definitely would hire United Prime Van Lines.

Also, as much as he charged me for packing, which was over $1,000, I got all kind of broken things. And the things that I had packed that I didn't wrap properly, they got broken as well. But for the money that he charged me, he should have repacked that. Aside from that, they took my dolly and it didn't show up on delivery. When I was trying to talk to the people at United Prime Van Lines, they didn't really sympathize and didn't really want to work with me too much, which bothered me about them. I went with them initially because I felt like they were a reputable name, but I was disappointed at this point.

Despite that, the two guys they sent out to unload my furniture in Alabama were awesome, very polite, and punctual. They came in, did their job, and moved on. All we had to do was take the stuff off my truck and put them in my storage shed. But the ones in Washington, I felt like when they got there, they were planning on screwing me.

The moving crew was experienced and professional, the way they handled my things. There were some language difficulties being they were Russian. It was fine until 7:00 at night when they said their truck was full. They moved the stuff in my apartment but not the stuff in my garage. I ended up having to give them away, and I didn’t have a chance to go through it and choose things. That was really unpleasant.

They also delivered somebody else’s things to me and didn’t deliver some of my things. I suppose somebody else got my stuff. The stuff were in duffel bags. When I unzipped them far enough, I saw that the clothing and personal items aren't mine. I’ve been trying to get them to tell me what to do. They didn’t explain to me how it happened, but I’m assuming that they move more than one person in the same truck to make it affordable for them. When I asked them about it, they said that they partitioned off the truck. They should have a process to remedy this. I can’t get anyone on the phone both with United Prime and Moving APT. They promised they’ll be there for me, but I never heard from them again.

This was one of the most expensive, most unpleasant experiences of my life. Before my move, I actually asked two people who had experience with them, and nobody was happy. If I were to have a big move again, I would just spend the money and go with a nationally known company.

It started off good. They got there on time and everything seemed good. They wanted to charge us $1,000 for bulk items. I had specifically given the broker the exact dimensions of every item and box. For them to come and tell me there was an extra fee for bulk items was a little ridiculous. They then wanted to charge us more to make sure that the furniture wouldn’t be damaged. They wrapped them in blankets and wanted to wrap them in thin cardboard too. I don’t know if that would have helped. We had a waiver there, which means that the damage on the furniture is not covered. I’m not happy with them.

So, I filed a claim with them two weeks ago. Alexi was friendly, and then he called me back the next day and he was very serious. And he said, “Do you know that the claim you are going to file, if you are lying and it is a false claim, that is a felony?” It was almost like being condescending.

When I finally filed the claim, Alexi said to send him photos of the missing items, and I sent them to him. And then sometime later, he called me back and he said that he was going to open up a claim. He wanted me to fill out the information to file a claim on a website and he also said that I should not call him anymore. That was not very professional. They said it is going to take 30 to 60 days to receive feedback.

Another thing too was that the delivery was said to roughly take about 7 to 10 days. Per U.S. law, they have up to 21 days. But, the items were delivered close to 30 days after. The driver’s truck broke down twice, once in Colorado and once in Michigan as they were making the delivery. So it was frustrating.

Then they found a piece of glass three feet by four feet that goes on top of a dresser. They sent me a picture and said, “Is this it?” And I said, “Yes. You found one.” They said, that they were going to ship it to me, but as of today, I haven’t got anything. So, I wasn’t very happy. Through the conversation with the lady that was in contact with me regarding the glass that she found, she said there was another family that also was filing a claim because their stuff was lost in that same truck. So, it wasn’t just me.

The experience wasn’t positive, and I was really going off of the positive reviews from other people. And also, once the movers in L.A. were finished, I was going to give them a tip. However, they asked me, “Are you going to give us a tip?” I was like, “What?” But, I still gave them a tip.

And another guy showed up an hour before and he wanted a tip as well. They were young kids in their twenties. They don’t speak very good English. And Alexi, the manager, sounds like he was speaking to them in another language. So, I sent them extra money through Zelle. My wife even said, “You should send them a little more so our stuff would not go missing because they can do something to it.” Overall, it was hard to move from California to Virginia.

I was trying to get some extra stuff moved too with it, but they were charging a little bit too much. They wanted another 700 to 1,200 to move the extra stuff. You have to make sure that you know all the stuff that you want to move before they start moving.

Once I paid the initial deposit on it, I thought everything was gonna go smooth. United Prime contacted me a week before they came out and booked with me. And they asked me for my count of boxes and what I had. I was coming from a three-bedroom condo with one bedroom not being used. I had one sofa bed and a four-person marble table and bed frames. Everything was taken apart. That was it and I had the boxes. They called back and said it was more than what they had actually quoted as far as boxes and it was gonna be much more. My price increased another $1,500. I had already paid $3,000 for the deposit. I was a week out from needing to move and I wanted to get it done. Had to pay another $700 upfront because it was half due on pick-up.

When they came and started loading my truck and the guy was going through a number of boxes, I got another call from United Prime. They said it’s gonna be an additional $1,800 because I have heavy furniture and that when they use their blankets to wrap, that was an additional charge. Had I had known that, I would not have had them wrap it in their blankets.

Absolutely ridiculous. They had already had my stuff on there and I was mortified. At this point, they knew they had me and that I had no choice. My stuff had to be out of my place and we had to start moving to get to Florida from California. So, all together, in three different times, it went from about $6,000 to $7,500, to then another $1,800 on top of that by the time it was said and done.

I was under the assumption it was all said and done and the 6,000 quote was gonna be final. I thought there was never gonna be a callback about an increase. Otherwise, I would have looked for another. I was livid and upset at this point.

They also did not tell me in the beginning that they’re a brokerage company and that they were going to outsource me to somebody else that they always deal with. So, it was very misleading from the beginning. By the time I figured all these out, they already knew they had me because they had all my stuff.

They had these three Russian movers. One was their foreman and then there were two other guys that were doing the moving. Everything was fine with them. They wrapped up my marble table and took it apart. I had everything packed so they did not have to pack or do anything besides move everything and wrap a few pieces. When they were going through my stuff, the same guy that asked me for the tip said that my son’s motorcycle looks very expensive and was wondering how much that is worth.

It was me, my husband, and my son there. When they finished loading my stuff, they waited for my son to leave. Two of the guys left and the one guy stood in the house and said that they normally get tips. I said that their company just charged me an additional $1,800. Whether or not I was giving them a tip , I was pissed that he was asking for one. I still went and got $30 a piece for each of them. I told him that’s what I have in cash and have nothing else. The guy then said that they normally get 10% of what the bill is or at least $100 apiece. I said they were not getting anything else from me. He said they take Venmo or cash app. He had a heavy Russian accent and proceeds to tell me that his English is not good and that he doesn’t understand.

My husband was just sitting there because if my husband would have lost his temper, it would have gone a whole lot different. He’s a retired federal law enforcer. The guy was insisting on taking cash app. He even asked my husband if he thinks they did a good job and insisted that we needed to give them a tip. I suggested for him to leave or else I’ll call my son and that I’m gonna call Beverly Hills Police Department as well and have them arrested. I also told the guy the get the foreman so I could explain to him the same thing I told the other.

The foreman came in and I explained to him that he needed to take the other guy out of our place because I’m gonna have him locked up. I said that they waited until my son left cause if my son was there, they would have been bounced out of there then.

I am the type of person that if you did a good job, I’m gonna go above and beyond. I worked customer service for many years when I was younger. If you do a good job, I’m gonna let you know. And that’s very important. I treated these guys when they came into my house with the utmost respect. I offered them water and anything they needed at that time. I understood that it wasn’t their fault that their company was raising the price so I didn’t take it out on them. But then, the guy turned around and was trying to strong-arm me.

I called the brokering company and United Prime Company and let them know the same situation. I also told them when I was on my way out here that my husband has his official government documents in my belongings. If anything happens to my stuff, there will be some type of investigation on their company. No holds barred. The rep said that they don’t condone that and gave me $90 credit for the tip that I gave. I said the $90 wasn’t the point but the way they treated people. I hope they don’t do this to everybody else. I ended up finding a couple of other comments. I looked through Venmo ‘cause the guy gave me his and saw there were transactions of people giving them tips through Venmo.

They knew we lived in an apartment and that they’d need to use an elevator and stairs. On moving day, they increased the cubic footage, which is fine, but then tried to add an elevator fee and a heavy-lift fee, even though those were already included in the contract.

They added one of the fees but then gave me a discount. I called whoever booked it, and they worked things out for me. That was my only issue. Other than that, everything was good. Overall, they're a decent company. If you need to move, they're quick and they respond quickly. They'll get your items there in a sufficient timeline.

Their quote is very accurate. I was moving out of state, and then I kept downsizing. Every time I downsized something or got rid of something, he would change the quote for me, and then I would add something and he would change it again. He was constantly working with me. The pricing is good. It's sticker shock at first. But considering everything that they do and after watching them do it, it was great pricing. The movers were great as well.

After I booked the service around Thanksgiving, the rep either quit or let go, because I didn’t hear from him again. Then I got his supervisor, who stopped returning my calls after they received the deposit. They transferred me to a logistics person. So whoever I initially booked with stopped returning calls once the business was handed off to the next coordinator.

The crew who helped me was professional, handling the loading and transportation. The issue is with the handoff, who you book with versus who actually manages it. When you book something and it says one flight, then the moving company says that the flight is seven steps. That’s completely different. Then you end up paying an extra $50 for those seven steps.

They were great. It’s more about how broker-dealers work with moving companies, different quotes have different fees for things like long-distance moves or stairs. For example, what counts as a flight of steps isn’t always clear; sometimes seven steps counts as a flight instead of one flight from level one to level two.

The thing with broker-dealers is they say it’ll take 7–10 days and you can travel up to 500 miles per day, so you expect everything to arrive within five days. But when you work with the trucking company, it’s actually based on business days and depends on when they have a route to pick things up. I ended up waiting nearly three weeks for everything except what I brought on the airplane.

I guess that part is out of your control since you didn’t book the service, but when you don’t have your bed, clothes, or daily essentials, that’s the hardest part of moving. Also, there’s usually an option to purchase expedited service or extra insurance to speed things up, but that wasn’t offered to me when I booked my contract.

I had to assess everything that was broken afterwards. It was an argument between what was on file with pick-up and delivery where some things that were handwritten weren't clear. So, it looks like hiding damage and I was accused of that. But I had screenshots of photos that I took of the paperwork. I didn't have the paperwork in transit, it’s with the courier. So, it took like six months to get less than $250 back.

It's more just contractual things should be made clear. But the van people were really great in terms of transportation. And I understand that things break, but it's just expensive to replace things that get broken.

It wasn't even a United Prime truck that came in the driveway, it was a Penske truck because the driver’s truck broke down so they transferred my things onto the Penske. When they unwrapped the cabinets they packed, they were both damaged. It was a glass curio cabinet with all glass on all the sides and a cabinet that my son had made. And the other guy was speaking broken English so I couldn't understand what he was saying. I still have a lot of stuff missing, and I wasn’t even given a checklist, and I was upset with that. They gave me a pumpkin that wasn’t even mine, so somebody’s missing a pumpkin out there. I'm never using them again, ever.

When the van arrived in Lexington and they opened the door, I cried because my boxes were tipped over. They were tossing stuff out of my bed when I saw the mattress was not wrapped anymore and was folded in half. The covers were taken off and they were filthy. My mattress was unusable. About 80% of my boxes were broken. I lost boxes. My TV was broken, even though it was wrapped. They put the bubble wrap and then they put cardboard over it. And there was a big hole in the cardboard and the TV was ruined. It was awful.

I reached out to the guy who was so nice and helped me in the beginning. He said, “That’s why you have insurance.” That was 30 cents for a pound. United Prime gave me $76, which doesn’t even pay for my TV. I thought it was real insurance, but it really wasn’t. I should have paid more for a better insurance. I never imagined that they would treat my stuff so poorly. I told my friends that I would never move my stuff again. I would just sell it all rather than go through that.

My daughter has moved twice in the last couple of years, and she's hired movers and it was done very professionally. And this was not. I would never recommend United Prime. I would hate for anyone to use them.

When I asked United Prime about the discrepancy in the price, instead of being nice like they were up until that point, everything soured out. There were so many things damaged with my furniture, and missing pieces that I couldn't find. I had moderate price furniture and they took tape and taped onto my furniture, and pulling the tape off pulled the finish off of it. And there were some things that I was like, “Why are you guys even taking this apart?” But at that point in time, there were so many people that were in the house, packing things up and putting things into the truck that I didn't have a chance to kind of go over and look at everything that everybody was doing.

My father's flag, they had it encased in a wood frame, and all the glass was broken, the base was broken. And I'm still in the middle of getting things moved into my new place, and I don't have everything unboxed and laid out, so I don’t know what else was damaged or broken. And I have yet to call them and let them know that, so I can find out if there's any compensation that I'm due for or what.

I will never, ever deal with a broker again. I will deal directly with the people involved. I didn't know that going into this, so it was a tough lesson to learn. People are moving every day, out of state, long distances, and unfortunately, this is just another greedy scam that people are involved with, and I'd hate to have this happen to anybody else.