United Van Lines International Moving

Yes, they are expensive. But it was worth it. They packed our dishes, the important sentimental breakables, our valuable framed pictures and all those things we couldn't replace, as if they were packing the Crown Jewels. So much paper! But almost every single decorative thing I cared about arrived in perfect condition. There were a few breakages - a drinking glass, a vase and a glass heart, a ceramic pot, e.g., - but these were less important than what didn't break, and wasn't lost in transit. I will say, in the interest of full disclosure, that the furniture wasn't so lucky. There were some scrapes and dents in wood furniture, and the legs of the outdoor table and a chair were broken, as well as the support of a China cabinet. And it appeared to be due to the type of packing material.

Furniture was carefully packed in lots of padded brown paper, but the paper was not padded enough for an ocean voyage in a container and scuffs and dents were inevitable. The guys who unpacked it in Australia commented that they don't use the padded paper. I think they use bubble wrap (or something similar) and maybe United will take that under advisement. But even with that, they didn't break the glass inserts of the two cherished antique pieces I brought with us (a China cabinet and bookcase desk). That was pretty amazing. I wasn't happy with the damage, which had to be repaired, but I was grateful that my documented claim was not contested and paid without delay. I wanted to write a very detailed review so that anyone contemplating a move with United could go in with eyes open. I would definitely use them again, without question, despite cost and damage.

While I planned my move and searched for a teaching job/ home in Florida, I contracted United Van Lines and its affiliate, Armstrong Relocation, to handle the storage and the move. United Van Lines was actually the most expensive company I could find and I wanted experts. Nana had a set of bedroom furniture from the 1800s that she referred to as HER antiques. I referred to them as the princess bed (a high four post, hand-carved bed that was covered in tiers of eyelet), hope chest and secret drawers. I played over and under these pieces as a child and they meant much more to me than money. I wanted them safe. Also the parlor grand piano would be a challenge to move. I was glad to pay over $8K in storage and shipping costs.

I purchased full coverage insurance as one more safeguard that the movers would be careful. I was certain that this big business would handle everything right. I was wrong. The only part of the process that was handled well was the pick-up. It was reported to me that many men arrived to box and move the pieces. It was clock-work. Then the mistakes began, starting with the accounting department which failed to bill me, billed to the wrong address, double billed me and even tried to charge me for the month when I was ready for the furniture but the company needed 19 days to organize the move. Despite the wait, I was really excited to receive the new furnishings. ONE mover and his wife showed up to deliver them. Later another guy, locally contracted, arrived to help with the piano. They were unable to handle it so my 72-year-old hero father helped (with difficulty) to hold the piano up while a leg was attached.

The boxed items were left for me to unwrap. I'm not a professional mover and several parts to china sets and sterling silver candelabra were lost. I could deal with all of that until the truck was empty and many items including the bench, top and pedals to the piano, the headboards from both beds, a bookshelf that my papa had made, the parts box, the hope chest were MISSING. The mover tried to blame the mix-up on the person who oversaw the move, tried to come up with reasons such as the pieces had gone to another relative in order to squirm out of accepting responsibility. He pressured me to sign the bill of delivery. In the end he called Armstrong Relocation and dismissed himself. He had another job to do.

The next six hours, I wrung my hands and did my best to breathe. It felt like Nana was dying all over again. The accountant who had been very nasty to me during previous calls (when she explained that the accounting department was short-staffed) was now acting like a best friend. She called several times to say that the warehouse was being searched. Finally, the items were found. Two dressers and two antique chairs were still gone but everything else would follow. I told the accountant NOT to rush the items and just to get them to me safely. She ignored my wishes.

Several days later, the pieces arrived. The antique dresser was in no way protected. One leg had split and there was a gouge taken out of the body. A cuckoo clock that my father had purchased during his flight training in the Med Sea was in three pieces. A crystal lamp was all bent and the lamp shade was as crushed as I felt.

I had trusted United Van Lines to do a good job. I thought it was a reputable company. What it turned out to be was a BIG company with form letters and a contracted claims department. I was offered $100 for the broken antique dresser (in good faith) although similar items online are valued at $1,900. You see, I received the letter telling me not to fix anything several weeks after I reported being dissatisfied with the move. I had tied a piece of string around the split leg to hold a piece in place. That was reported to be a repair. In total, the claims department offered me $850 worth of checks (I had to fight for those) and said they could do no more (I said I would be okay with $400 more and a REAL apology instead of a form letter). I was given an address for arbitration. I can't BELIEVE that such a large company would do so little to take responsibility for massive errors (not to mention heartbreak). Should I ever move again, I will go with Mayflower. That company offered to do the job for $2K less.