United Van Lines Reviews

This is so crazy for my stuff to get there, if only I knew this in the beginning I could have done something better, I move on 27th of June now its July 5th and nothing for they just sitting there waiting and waiting, sitting in an empty house waiting. Can’t even work. No clothes to wear. I call. Left messages. No reply from them. I will be back with another review when I receive my belonging.

Later we were told that they were on their way and were to be here soon. United had told us that they had rented a truck. We waited and called and waited and called finally. They showed up a month later. When they arrived the truck driver had told us that they ran into a couple of problems on the way. They said that they drove under a tree branch and ripped the top of the trailer off so they had to stop. Then they said that they had truck issues and they had to stop and rent a truck. When they arrived with our belongings. All of our boxes were crushed. We had several things that were broken and we had an old piece of furniture vintage that had water damage, the wood was swollen and had visible water damage.

The truck driver had told us that, they had to use our ladder to repair the roof in the trailer. Our belongings were left in the trailer without a roof for a month. We reported the damage ASAP when we got the shipment. We also were missing a bed frame and parts to our furniture. This was purely negligence!!!! I submitted a claim less than 24 hours past the deadline for the insurance that we had paid extra money for. Due to my illness. I was denied the claim because it was a few hours past the deadline!!!! Horrible, horrible horrible company!!!! Would never recommend them!!! This was all due to negligence and they should be held liable for it!!!!

About 2 months later we flew out to Tn to receive delivery that had been rescheduled. When the moving company got their truck fixed they put our stuff in storage temporarily until scheduled delivery date. When our stuff was delivered the majority of our stuff was damaged and somehow many of our items had been uncrated and or unboxed, including expensive electronics, custom pcs and other items. Our mattress had water damage and our outdoor equipment was also destroyed, the items that were disassemble so they could be put in storage were missing parts. Even the moving crew commented on items no longer being boxed and were damaged.

We filed a report with the moving company to request repairs and or replacement for our damaged items. The paperwork shuffle started and the company refused to send anyone out to look at our damaged items. Instead they had us take pictures and send the pictures to them. Our estimate of damaged items was around 40000, they offered us 5200. We disputed this and went to arbitration, this process took almost a year and supposedly the arbitrator was neutral, however it looked like he did a copy and paste of exactly what the moving company said and the end result was 5200 That didn't even cover the cost of 1 of my custom pc's and 2 were destroyed. My high end Rotel stereo equipment destroyed.

The moving company said that we could not prove that it happened during the move....What a joke. A really bad joke. No accountability on the part of the mover and on the part of the "neutral arbitrators". Remember....these people did not even come to look at our stuff even though we requested this several times.

On the first packing day, our driver told us that our move coordinator had overestimated the number of boxes needed as well as the weight and the time needed to pack up. All this worked together to increase our estimate because we not only paid for a lot of unused boxes, but their estimate also included the labor to pack those boxes and the extra weight for those boxes (if they had been used). Their binding estimate included having our driver to get a second truck to take the overflow, but they easily got everything on the first truck so there was no overflow and no need for a 2nd truck--which means United saved the money for the second truck.

Also United included 3 days to pack & load, but it was easily done in 2 days which means we paid for an extra day of packing labor that was not used. They would not refund any of the overcharge for the 2nd truck, the weight overage, the mountain of unused boxes the driver had brought that we'd paid for, or the extra day of labor for 4 people. The move coordinator's response was, "I thought I did a very accurate survey. I'm sorry if it was wrong but I cannot change it now. The price is the price." While the driver was nice, he had never met his packers/helpers until the first packing day at our house. I could write a novel, but here are a few of the things they did:

*I had a portrait of our family at our daughter's wedding with a note taped to it to wrap well, handle w/ care, and top load. They tossed the portrait unwrapped (w/ my note still taped to it) into a big wardrobe box w/ wire hangers, bottles of shampoo & bathroom cleaner, and a few heavy bookends.

*They locked our antique china cabinet, removed the keys, and lost the keys.

*They took our expensive cuckoo clock that we bought in Germany off the wall and tossed it unwrapped into a big dishback box of stoneware dishes.

*We had 6 guitars listed on our High Value sheet but at destination when I asked to see the High Value items to make sure they were ok, they could only find 5 guitars. The guitars were supposed to have been specially packed and top loaded. The Fender American Ultra Stratocaster was nowhere to be found when they unloaded. The driver kept telling me he did not have the 6th guitar inventoried so he wondered if we had maybe moved it out of the house at origin before they packed guitars? Finally the driver dug thru boxes in the basement and found it thrown (unwrapped) into a big box with other misc items, and he said, "No wonder it wasn't inventoried or top loaded. Heck, it wasn't even padded or wrapped."

*They tossed our very sharp Cutco knives unwrapped into a box of misc baking pans, and when I opened the box and reached in to get a pan I almost cut off my finger.

*They un-hardwired our surround sound system speakers and the control box for the security system, packed them up, and we didn't know until we unpacked them at destination. The house at origin was wired for the security system and surround sound, and the controls and speakers were hardwired in and meant to stay w/ the house.

*They tossed items like vacuum cleaners, lamps, etc onto the truck loose (unboxed and unwrapped), so most of those were in many pieces by the time they got to destination.

*A lot of our furniture and other items were damaged but above are just a few examples.

*We had been led to believe that we would have a team of United employees who had been background checked and who would be held accountable to treat our belongings with respect. Fast forward to the unloading day when 6 day-laborers whom the driver had never met showed up to unpack the van. They were being paid a flat rate to unload the truck and they were in a hurry to get finished so they could go do something else. They just shoved things wherever they could.

*They sat an expensive dresser in the middle of the foyer and used it as a staging/landing area to hoist heavy boxes onto. I told them I was worried it would get damaged and the response was, "This isn't our first rodeo, it will be fine". The dresser got banged up as did the hardwood floors beneath that dresser due to all the weight and force of really heavy things being constantly thrust onto it. If I was not comfortable with them using my expensive piece of furniture as a landing zone for them to sling heavy boxes or furniture onto, then they should've stopped the minute I mentioned it...but they continued to do this up until they got their cash payment when they were finished unloading.

*Items clearly marked "basement" were put in the kitchen. Items marked "primary bedroom" were put in the basement, etc. They seemed to not even read the labels on the boxes.

*The driver had said first thing that morning that the basement furniture would not fit in the interior stairway to the basement, so he told them to go down the exterior stairs and enter thru the basement door w/ the rec room furniture. But they KEPT coming thru the front door w/ huge basement items like an oversized leather sofa, a huge/heavy oak foosball table, etc. Every time I would remind them that Chris said to go down the outside stairs and go in thru basement, they would just push past me or say "Well we're already here now so we're goin' this way". Soooo, they damaged the wall and knocked the banister off the wall with the oversized items, and they also damaged the leather sofa and foosball table--all from trying to force them down a stairwell that was too narrow for the items, which the driver had already told them.

*The driver was a nice guy who seemed to have no control over the unloaders. They are not employed by United and they made it clear they would do what they wanted. What could the driver do...maybe make them leave and then he would have to unload the entire truck by himself? They had the driver and us (the customers) over a barrel. But I hold United ultimately responsible for this because they should take more responsibility and accountability for the people who are loading or unloading for United customers.

*Then the claims dept said I could not get the banister fixed until they had totally finished w/ my claim or they wouldn't pay for it. It was a safety issue so I just paid someone to come reattach the banister which was out of pocket for me. They finally gave me a small release check for a small portion of the damages in June (9 mos after they moved us), so can you imagine if I had left the banister hanging down on the steps for 9 months? It had to be fixed, but their loophole to not cover it was that I did not wait 9 months for them to finish my claim before getting it reattached as well as the sheetrock repair to the wall in the stairwell.

We paid for their most expensive protection for full replacement coverage. When I filed my claim they told me "We don't call it insurance, we just call it "coverage" because we are not an insurance company". They are definitely not an insurance company, nor would any Insurance Commissioner allow any regulated insurance company to do business they way they do. The "coverage" is thru Uni-Group which is the parent company of United Van Lines. So one part of the company charges you $33,000 to totally disrespect & damage your belongings and even damage your house, and then the parent company finishes off the job by handling your claim as cheaply as possible.

They say that if you do not agree to the meager amount they offer you, the only recourse is to go to mediation/arbitration where the mediator has been hand picked by Uni-Group. All contracts, agreements, "protection coverage," etc are unilaterally drafted and designed for the benefit of the United & Uni-group, and it appears to me that the customer really has no rights and no input. I am quick to give praise for a job well done, as I did when United moved us in 2011. Likewise, I am being honest about the bad experience we had when they moved us in 2022. I would not recommend this company.

Please please please my fellow Americans, I recommended you do not use this dishonest, incompetent company. No one should be subjected to this kind of dishonest business. If they will be dishonest with an American Veteran who has fought in 7 campaigns to give them the freedom to be in business, what won’t they do to the rest of our great people.

When it came time to load our house the following day a box truck showed up. When we spoke to the rep we were told an 18 wheeler would arrive and our belongings would be taken directly to TX to our new location. The movers who arrived at our house told us our belongings were being taken to a warehouse and then would be placed on a truck. That was the second problem, again not what we discussed with the coordinator lady. I was in a hurry to get to TX for obligations so I agreed.

Arrival day in TX. Communications were poor, I had to call several times to get arrival times. When we opened the 18 wheeler the first thing I saw was my push mower sitting on the brand new leather couch with no moving pads, protected anything, the couch was completely scratched and torn. When all furniture left our home it was covered, wrapped and protected. It now was not at all. The driver told me they unwrapped all of our items in the warehouse to "inspect them for damage". He then told me he noticed broken picture frames and stuff as the truck was being loaded. Part of the fees we had paid was for extra insurance and for movers to unload the truck upon arrival.

The workers never showed, the driver got into a yelling match on my cell phone with his dispatch (his cell phone did not work, a whole other story). The 62 year old driver, myself and my brother in law who had to leave work unloaded the truck. All of our 6 month old leather furniture was unwrapped and damaged, a custom built epoxy table that was an anniversary gift to my wife was damaged, boxes crushed glass shattered in boxes marked fragile glass. We paid a professional company premium pricing and got horrible results!!! The claims process is horrible, the extra insurance is actually a scam and part of United Van lines so they have their own best interest in mind. Bottom line, Move it yourself and do not trust this company with what you worked so hard in life to have.

We ended up with furniture which wasn't ours and some of our stuff, including my husband's work computer, went to the next people. The hardware for the elliptical (which we paid extra to move) was nowhere to be found. I filed the claim for damages more than three months ago and am still waiting for resolution. H. **, the customer service manager, was either impossible to reach, unhelpful or downright hostile. An absolute disaster.

The movers and packers were unprofessional to say the least. Their packing crew only packed our home for a few hours, leaving over 50% unpacked. After multiple discussions with the salesperson, one packer showed up on the day of the move who threw items in boxes without any packing materials, resulting in damaged and shattered items. The movers incessantly bickered and argued while disassembling and moving our furniture. Their hostilities got worse as they broke multiple pieces of our furniture.

When the disaster that was our move finally came to an end, we were forced to initial and sign a one-page paper with an illegible font size. We objected signing multiple times as we could not read the document. The female mover forcefully stated that she and the two male movers who remained with her would not leave until the document had been signed, pushing the paper over to us and pointing her pen tip to the areas requiring our signature. We had three strangers in our house demanding at 8:00 PM PST to sign a document we cannot read – predatory business practices.

They absolutely do not care about the damages they caused. They have a one-woman show claims person in Louisiana, but we are sure she is not there. None of our calls to her number connects, and the recording from the phone company states the international call cannot be completed. International? Last we checked, Louisiana hasn’t seceded from the Union and become its own country. More likely someone overseas handling their claims with some forwarding call going on. It took this so-called company over a week to pick up our certified letter. Calls and emails to the company owner, Dennis **, have gone unanswered. It sure looks like he is avoiding contact with clients just like the claims adjuster.

We even contacted United Van Lines. They say all the right things but refuse to do anything to remedy the situation they contributed to putting us in. It is apparent Unigroup, United Van Lines, Blue Chip, and Conejo Valley Moving and Storage have complete disregard for their customers and for righting the wrongs they have caused.

We were supposed to close and leave on Tuesday at 9am. They were still packing at 3pm on Tuesday. This was NOT the packers fault. Unfortunately, due to the last minute rush (and it was a last minute throw everything in the truck) we have no idea where many items are. We were trying to be as organized as possible but food items and things that should NEVER be in storage are there and we have no way of digging them out. Do your homework but realize that in this day and age the emphasis on customer service is relegated to here is your bill. Again, thank goodness for Rockie! He was very thoughtful and tried his best to make the most of a nightmare! I would never recommend United to anyone but I am not sure who to trust in this business any longer.

When our goods did arrive, there were many crushed and damaged boxes. Wood table ends were damaged and scratched. The first item off the truck - a Fisher Price Play Kitchen was cracked and broken. This shows very poor handling, with little or no respect and consideration for our property. The second delivery was only a driver. He had to move everything himself. If anything was too large or heavy, he just had to do the best he could moving the items. No mats, runners, or floor coverings were put down to protect our floors, carpets, and walls for the second delivery.

Aside from not keeping us informed of what to expect, they never mentioned the possibility of two separate shipping dates. Their attitude was one of “this is the way it will be”. Not knowing what was happening, and the condition of our property when it arrived, just added unnecessary stress and aggravation. I would certainly never use this carrier again.

He worked to try and itemize everything with replacement cost. As the crate was deemed lost he no longer qualified for the $150/day expense reimbursement. He worked on the claim and on the 15th of June, they offered him $10K. His claim was closer to $17K. The following week freight company in Missouri reached out and they had some suitcases, and other items and located a phone number on the suitcases. He put them in contact with the relocation company. NO RESPONSE FROM ANYONE.

He had been given July 1 as the date when the claim would be settled. On July 1, they refuse to settle the claim because part of the missing shipment had been located. They refuse to give a date of final resolution. Refuse to give a date when he would see his belongings that have been retrieved. No photos of what has been received. NO NOTHING. Just a list of what needs to happen before they will settle the claim. He has been sleeping on a mattress on the floor. Purchased the bare minimum of items to live in his apartment. Claims Team 5 has given mixed messages and DO NOT CARE ABOUT THE CUSTOMER.

I was confirmed with a phone call from the truck driver who was very nice and personable. The first day the truck arrived the driver asked if they could pack all the furniture the first day instead of the 2nd as he had alot of help that day and wasn't sure he would have them the following day so I agreed. They started to take apart bedroom furniture, couches, etc. I own a large jewelry box that was in my bedroom as they were packing my furniture said if you have anything loose in there you need to make sure it is secure. Most of the stuff in there was in drawers or cubbyies and was safe and locked but the top had a large area where I just threw most of my loose jewelry that I wore on a daily basis.

I had already boxed up and had my expensive jewelry in a secure location. I was planning to do the same with this jewelry but was not prepared as they came a day early. So, I threw all of my loose jewelry from the top of my box into cloth bags and put It in a box. I labeled it perfume and set aside to personally take in my car. The house was packed and ready to go the following day. The box went missing when I went to put it in my car and I could not find it. When I asked about they said they weren't sure but would keep an eye out for it. I would say that the staff was very helpful and the driver was extremely helpful and organized. The move was going beautifully. We agreed to meet at the UT residence in a few days and all was good. We arrived at the UT residence and everything went great, the move went very well and the moving staff in UT were very efficient.

We were very happy with the move. A few days later I looked thru all the boxes looking for my daily jewelry and found the box down in a storage room. I could tell the tape had been removed and the box opened. I opened the box and found 3 of the 4 cloth bags full of daily jewelry were missing. Most of the daily jewelry I wore was gone. I called the company and they were very sympathetic and told me I needed to fill out a claim form. I do not know all of what was stolen, I'm sure I will still be realizing pieces missing for years to come as I did not have an inventory of these items. I noticed that several rings were missing and a set my husband had just bought me in Maui for our anniversary. Not big ticket items but in total between the 3 rings I cannot find and the Maui set about $5000. So, I filed a claim for them.

A month went by and I inquired how things were going. They said they ran extensive background checks on their people and were conducting interviews. Another 2 months went by and I had not heard a thing. So, I emailed asking the status. I received a response that the person was no longer with the company and someone else would handle my claim. About a week later I get an email saying they will cut me a check for $1000. I was insulted as asked why. They said my jewelry had not been logged into the high value inventory and therefore didn't know it existed. I replied with, it wasn't high value, more sentimental than anything. My wedding ring is worth $68k and that was on their list and I made sure that was in my possession.

But I went with their company because they said they would take care of me if anything happened. I guess that is not the case. I felt they did a good job moving. They stole from me and then hid the box in the back of storage room. I feel violated and wonder how any company can make their claim to fame on "Yes, we are more expensive but we have your back", when they don't have your back. United Van Lines charged an exorbitant amount to move my household and then didn't back me up when their employees stole jewelry from me. Don't use this company. They are dishonest and will not uphold their promises.

The day of pickup, three men from Mesa Movers arrived and began loading up our things. We’d packed everything in heavy duty boxes and it was all stacked in the living room to make things convenient for them. We had also wrapped our 72 inch TV crudely in bubble wrap, assuming they would provide additional wrapping and care as we’d listed it as a high value item. The men hastily loaded up our items as my fiancé was doing some work from home, and assured us everything would arrive safe and sound.

We learned very quickly that was not in fact the case. Upon delivery we immediately noticed something was amiss. All our boxes had caved in on one another and had experienced obvious water damage. Our mattress or couch cushions had not been wrapped at all and were covered in grime. NOTHING had been additionally wrapped. Even the gentlemen delivering our items noted that whomever had packed our items did a very poor job. It honestly looked like our things had been sitting in a damp warehouse shoved in some corner. The delivery men then let us know that our high-value television had both of its legs snapped off. This tv had extremely heavy duty plastic legs so the only thing that could have snapped them off would’ve been some sort of extreme force. We weren’t able to set it up for obvious reasons.

Additionally, a picture frame of ours was smashed in and two of our dressers were missing several pieces completely. The delivery driver additionally told us we should NOT have left all our items in our dresser drawers because that increases chance of damage and the salesmen should not have told us it was allowable. The delivery men were very helpful and understanding. They filled out a list of damage, assuring us if we found any additional damage we would be able to update our claim and submit it to insurance. We said ok, signed for the damage we’d seen upon delivery assuming United had our best interest in mind, and the drivers when on their way. Huge mistake.

After ordering and receiving new legs for our television, we were finally able to unwrap and sit it upright. We then found the TV had deep scratches across the screen. The one item we had listed as high-value was ironically the item that received the most damage. My fiancé filled out an updated insurance claim and submitted it. Some folks came in to take photos of the damage and assured us we’d hear back in a few weeks. We had filed for the full value of the TV as well as a few hundred dollars for the destroyed picture frame and damaged dressers. We didn’t even mention the dirty, water damaged items because we weren’t trying to make things more difficult for anyone. We just wanted reimbursed for what United had damaged.

Several weeks later, we receive an email stating we’ve earned a return of $140 and that because the TV scratches or the busted frame hadn’t been on the sheet we initially signed with delivery drivers they wouldn’t be held liable. We responded, saying their delivery drivers had assured us otherwise. He had clearly told us if we came across any additional damage, we could simply update our claim. They even had the photos as proof, the damage their people dealt was clear. We were given a curt response, stating again that we should have assessed all our damage while the drivers were there and there was nothing they would do to further assist us.

We paid nearly 8k to United to avoid this very situation, and now they are refusing to take any responsibility for the items THEIR PEOPLE damaged. Now, no one from the company will get back to us. They got what they wanted and clearly they know exactly what they’re doing to people. The inconsistencies across their branches has caused us nearly $1400 in damages and we are now left high and dry with broken items and $140. United has shown a complete lack of integrity and I honestly wish we’d just hired a shady moving company again; at least with them you know what kind of service to expect.

By haranguing literally anyone we could get a hold of, we were finally able to extract the name of the three subcontractors involved and then spent the next 3 days instructing them exactly where to deliver our stuff. No one at United would ever talk to us, and no one even acknowledged that anything was wrong. To them, the completely useless move coordinator was doing a perfectly satisfactory job. They're broken to the core and have no interest in making any improvements. They promised to do a job and only did half of it; they kept 100% of the money of course. Stay away from these crooks!

After everything was picked up and loaded I got an email from my HR rep informing me that after picking up my items United sent over an updated invoice. Due to their negligence when I did the initial virtual call some of my items were left off my initial invoice. After Jason (the driver) did the loading in Michigan he contacted United to see how much he was getting compensated for the move and that’s when the discrepancy was caught. The new invoice after my company's corporate discounts were applied was $5,751 which exceeded my moving expense allotment and I now owed roughly $350 dollars on the day of my move.

Fast forward to the day before the move. I got a call from Jason that his truck could not fit into the complex and he needed to get a “shuttle” in Arkansas. However, the local company did not have the truck on hand at the store so he couldn’t give me an estimated delivery time until he had the truck, which is understandable.

For context, a shuttle is literally just a smaller moving truck. Jason confirmed once he picked up the truck he’d give me a call so I could meet him and his crew at my new place. On the way to meet Jason for the unload, I received a call from Jennifer, who is account agent for United. She asked how I wanted to take care of the additional balance, credit card or check. I told her card is fine, but wanted to confirm the final balance was roughly $351. To my surprise she said the balance was actually $2,173! Keep in mind my company has already dished out over 5k on their end for the direct bill.

I asked Jennifer how my difference went from being $351 to $2,173. That’s absurd. She was speechless herself. I asked for a breakdown of how in the world a total could increase that much. Additionally if a total was increasing that much why was I just being informed on the day of, as I’m driving to meet the movers. Jennifer said she honestly didn’t have a response and needed to call the billing department because this was the first time she’d ever seen anything like this. After speaking with the billing department she was informed the total increased because due to the size of Jason’s truck had to rent a shuttle both in Michigan and Arkansas and also had to pack some additional items (pictures, glass, etc) that wasn’t on the original quote.

I asked Jennifer how am I responsible for Jason’s shuttle. The size of his truck is not my issue. Jason was aware the has an 18 wheeler, I moved from one apartment complex to another. His truck being unable to get into a complex should’ve been communicated beforehand. Furthermore, it still didn’t make sense to me why I was responsible for the smaller moving truck. Jennifer again was speechless and understood my frustration but she still could not give me a detailed breakdown of how and why the total increased. She said she’d have to get the billing department to send over the final invoice, in the meantime she suggested I contact my HR rep. I asked her when the balance was due, and she said before the unload is complete. Jason and his crew actually stopped unloading my items mid move until they received confirmation from Jennifer that I paid the balance.

At this point I’m furious because again this was the first time I was hearing I’d owe $2000 additional dollars. I moved from a two bedroom apartment to a two bedroom townhouse. I’ve moved a lot for work and this is not a $10k move by any means, especially because I had ZERO appliances. I contacted my HR rep and she was speechless when I told her this new information, because again NO ONE FROM UNITED SAID A THING ABOUT THE BALANCE JUMPING FROM $351 to $2,173. This was the first any of us had heard of this. United sent over an invoice to my HR rep on January 24th for $5,751, which factored in the charges for the additional packing Jason and his crew had to do.

When I expressed my frustration to Jason about this surprise $2,173 total he ensured he contacted United and informed them about the shuttle services so he’s not sure why I was never contacted. United is pretty well known so for them to drop the ball like this is inexcusable. I am still waiting on a final invoice from the billing department to see how the new charges came about.

Everyone I’ve spoken to has given me the runaround. I contacted the corporate office on 2/1/22, and spoke to a rep named Bob. Per Bob, there wasn’t a description of how my charges occurred nor was there a final invoice present in my file, but he would do some digging and contact me with a solution once he had some answers. It's February 10th and I’m still waiting to hear back from Bob. I followed up with him on 2/9/22 and did not get a response. This has by far been the worst moving experience I have ever encountered. I would not recommend United to anyone.

When I received a check I could not believe it. It was in the amount of $15! It turns out my items were not actually covered. I was reimbursed for only 60 cents per pound of damaged item. I want everyone to know that United Van Lines will try to underbid other companies making you believe that your property is covered for damages. In the end, I have to be thankful that I "only" suffered $1500 in damages. I do not even want to imagine a situation, in which all items would have been damaged or lost!

Given that he had detailed info of my 2018 move, I had no reason to doubt that I was talking to UVL. I was rushed through checking the listed inventory, the estimated cost of the move ,and the signing of the contract online, collecting my deposit of $1504.67. Assuming I was dealing with UVL, I felt comfortable signing the contract immediately and paying the deposit. 4 days later when I printed out the contract and realized my mistake, I contacted NMS but was unable to cancel the contract.

I contacted UVL customer care on 12/8/2021 and spoke with Bob re this incident and my concerns with breach of my privacy. He stated there had been similar complaints. He took my info and stated the legal department will get in touch with me, but to date no one has contacted me. On 12/15/2021, I contacted integritymatters@unigroupinc.com (I assume the parent organization for UVL/Mayflower?) and filed a complaint regarding my concerns for breach of privacy. I was given a case number and told someone will contact me, but to date I have not heard from anyone. I did not at any time authorize any company to give/sell my personal info to moving companies, brokers etc. So how did NMS obtain detailed information of my move with UVL? Since I have not heard from UVL regarding my concerns/complaints, I have to assume UVL does not care about the breach of privacy, the interception of the phone call, or offer any protection to its customers.

Additionally they have refused to give me a deadline or timeline of delivery, and state they do not have any movers to move my property. However, in the same breath, they also state their drivers are busy with other moves. They have also not started a delay claim as I am entitled to in contractual agreement. I am also now unable to access/download my bill of lading or estimate from their website. During this time without my property, I have had to repurchase a plethora of items (already owned and held at hostage) due to this delay and to continue my daily living. As of this day of complaint, my property continue to be held hostage without a projected delivery date and company has been neglectful informing me of any updates.

When it was moved by the professional piano movers several spots were damaged-the keyboard lid had to be glued back together, rub spots on the finish, a piece of veneer off the front, and some wood shaved off in a couple of spots-all of which were repaired by a repairman. United did reimburse me for the repairs. Moral of the story--they can not move a piano.

When they got to my new house, they arrived not in the 53' trailer and truck my stuff was loaded into but in a U-Haul truck. I could see that furniture wasn't protected, that stuff was crammed in there. The driver, who was a nice man, said that our stuff was off-loaded into storage and that that morning the two of them had loaded it into the U-Haul. They damaged two nice pieces of furniture, one of them a family table passed down from another generation, and damaged my BBQ by crushing in the front of it and mangling the metal back brace. They allowed a white-painted chair to put a white scratch all across the seat back of a blue Adirondack chair and broke the leg off a small bench and lost the bolt to it.

There should've been more than two men moving some of this stuff. I thought they were going to dump my piano down the hill. It was precarious and needed more than two men. It took four to get it on the truck at the origin. The second man was in bad sorts the whole time. He did not want to be there and was testy a couple of times. We all go through stuff, but I didn't need his; I have my own stuff to deal with.

I think this is a good company. I think I was unlucky. Someone screwed up, but, after spending 90 minutes photographing all the damaged items and forwarding them with a completed claim form, I decided to call the company. Jessica was excellent on the phone and said she'd pass along our experience. She represented her company very professionally.

Today is 11-02-2021, and I'm adding to my review from a few days ago. I've since discovered items missing and my couch and love seat were damaged. The wood was chipped and scratched. The couch had a wooden decorative frame across the top where they broke off a big chunk and then someone just glued it back. Found a glass frame on a large painting broken, too. I no longer think this is a good company. A good company would tell you they damaged something so bad that they tried to glue it. No one said a word. All you folks giving them five stars . . .you should thank YOUR lucky stars you had a good experience. Because it's a crap shoot with Armstrong Relocation.

They used a whole box w tons of paper to wrap things that would never break like a foam finger used at football games while an old crystal ashtray they barely wrapped and was broke. They also left behind a ton of stuff like wheel barrel, shovels, rakes, hoses, an array of stuff that we had 1 day to find someone able to move on a Sunday and drive 3 hours away. We ended up paying 500 to someone to rent a trailer to move and store our stuff. They didn’t pack up games consoles w the correct controllers or controllers at all, the cords that went w our TVs and consoles were in boxes w our closet clothes, remotes for TVs I found on counter, bed parts for our adjustable bed we still have not found.

Every time I unpacked a box I would be so upset. They threw everything together and you either couldn’t read the writing on box or there was not any writing. The one guy brought along a speaker with him and he attached to his body somehow and turned it up so loud I could not think. They were so unprofessional and unorganized.

We are a middle class family. Family of 4. Our house is middle class. Not over the top things. The price was astronomical. Like I said I had a lot of our things packed already. They made a big deal about a chandelier- broken. They wanted to pack it we couldn’t pack it. Broke. I’m done calling them because I am so overwhelmed w everything I just can’t deal anymore. Do not use this company if you like things organized, clean, done in a matter that you can understand. They stole a script out of our home. It was a huge let down and for 16000 there is no reason for the way things turned out. They came in and made a mess. No respect at all. If you value your things pass on this company.

My concern with the 2 containers being 7ft high but only 4ft in width, my boxes would be smashed and items broken. He promised the moving men were professionals and knew what they were doing and would box everything into the container safely. I was hesitant and reluctantly agreed because we had a flight to catch and obviously couldn't stay in our home. We waited 2 weeks and got a call at 7pm our belonging were going to be delivered the next day between 9-11am. They lost our phone number and emailed us to call as they couldn't get a hold of us. Wow. So now we started to worry what did we do? The driver came in a box truck (not a flat bed with our containers) and was very nice but immediately told us before he started that most of our boxes were damaged and a lot of our belongings were broken!

We immediately texted our agent MICHAEL ** from AACTION MOVERS in Las Vegas and he basically told us through text it was NOT his problem and to call the office! He didn't have the decency to call and say, "What happened?" "How can I help?" or "I'll call the office for you and make this right". Nope. NOTHING!! He left the number to the office. We called and the guy who answered asked what was wrong and then transferred me to another person, when he finally answered it was like pulling teeth to get him to talk or ask me about what was going on. When I finally started to tell him, the finger pointing started between him blaming the warehouse where our belongings were delivered to before shipped to us. He put me in the middle of the blame game and wanted to pass the buck.

The driver told me they could hear how broken our things were in the containers and had to take photos to protect themselves and said that the containers were loaded improperly back in Las Vegas and by the time they got to NJ it was a mess, so they had to unpack everything and move it into a box truck! Our items are going into storage temporarily but they want me to file a claim, fill out all the paperwork, take photos and itemize what is broken! How am I supposed to do all that at a storage unit in the middle of winter and repack all of my things (what's left of them anyway!).

I hung up on the man because I should not have been in the middle of the contractor and subcontractor's blame game. They seemed not concerned on how to make this right and to keep me satisfied and they did not make an effort to call back to correct THEIR MISTAKE!! I did not pay them. Why would I?? I don't want anything for free and if they want to get paid and make this right they will contact me properly and FIX what is BROKEN!

We took pictures of everything, tried to find receipts for what we could, tried to fix what we could, and went to UVL for reimbursement (since they said they were fully insured). They said we needed the original boxes and all the broken items in the exact way they arrived. Pictures would not suffice. Who keeps moving boxes and just leaves all their things shattered and broken? We took photos. They offered us $500 for almost $3,000 in damaged items. They chipped our bed frame in TWO places, which now looks terrible, and the bed frame was part of a set that cost $5,000. $500 for $3,000 worth of damage because we didn’t save the boxes and leave all of our broken, shattered, and squished, items in that condition. NEVER AGAIN, and I highly suggest that if you value your belongings, you don’t use this moving company either!

Today, my husband again spoke with a representative who stated an audit would not take place for an additional 3 months or up to 5 months. Understandably, we are all under strain in operating a business; however, the lack of concern and professionalism as exhibited by United Van Lines is egregious. This is a badly-run company. We would emphatically not recommend United Van Lines for your move.

RED FLAG- #3 "overflow" items still not here 30 days out. They kept telling me it would arrive in a week, then two then three now it will be 5 weeks from the quoted delivery date for my non-authorized overflow items. However I am not optimistic I will ever see these items. (22 of them worth tens of thousands of $$) One is even a scheduled 'high value item".

I know this all sounds bad but the worst part is the lack of customer service- The local rep keeps saying they need to talk to an "agent". Not sure what that means but gets zero results. Then I called 1800-948-4885 and got connected to a woman named Heather in customer service- (this is not an ideal job for her personality). She was so rude and indifferent about my situation- gave her my order number and she also needed to talk with an "agent". (I think this is an internal code for we have no idea where or when the things are and lets just get them off the phone.) I said this was not okay and I was going to dispute with AMEX (I have started that process). She said, "That's fine. We will just dispute it and we always win."

Then I said I wanted to talk with a supervisor- She said it won't matter- So at the end of the day I get it, things happen. Driver shortage... however United Van Lines has done NOTHING to help me out. I have one pair of jeans, 4 pair of underwear and missing artwork, office furniture, a grill, kitchen items and they simply do not care.

After an amazing number of emails and phone calls with an agent who really seemed to not understand how to help the situation (said she had a lot of issues like this recently) and gave absolutely no transparency nor was she the easiest to get a hold of, I was finally told my move would ship out to Wisconsin. When would it be delivered? No one had a clue. No one could give me an estimated time frame. How is that even the case? You have one job for which I'm paying a lot.

After another week of hounding my agent and then having to call the agent in Wisconsin, I finally got my move delivered - a month after the movers picked it up in San Diego! At this point, I was essentially my own moving coordinator and cut out the agent from San Diego. I received a "delay refund" every day my move was late from customer service. That is at least something. But the clueless, helpless, unprofessional San Diego agent I worked with who "had been doing this 20 years" really made this move complicated and stressful. Absolutely never using United Van Lines again.

Original Review: Out of state moving and used them to move and store our items while house shopping. They had us pay more because they had to wrap our items for storage in their facility. Took 1 and 1/3 truck to move us out and 1 truck to move back in. When I asked them where the 2nd truck was they told me it all fit into 1 truck. Many items are missing. My clothing, shoes, tools ladders the list is too long. Also many items were damaged, legs to my dining room table broken, TV smashed to pieces. They packed this all. Tried to speak to management but no return phone call. Of course I am filing a complaint but would not recommend them ever. I have moved 6 times and never had this happen. Worse customer service ever. So so sad.

On Monday, June 28th the truck was loaded. On Tuesday, June 29th, I was informed that there is a national truck driver shortage and that the window provided of July 1-6 for delivery of our belongings may not be met. It is now July 20th and I have been told we will receive our stuff Thursday, July 22nd. Today, I was told only part of our shipment would be here Thursday because our belongings are on two different trucks. I have paid over $12K for this move and this is unacceptable. I am a single mother of two kids and two dogs sleeping on the floor on an air mattress for almost a month now. I am told I will get $100 a day refund for each day the goods are late. That is not right!!!! I would hope that you care enough about your customers that you make this right and refund my money and ensure we receive our belongings promptly. The process failed miserably this time and it needs to be addressed.

The team is irresponsible and gave cookie cutter answers, as of day 18 they can't even give a new window, answer was we need the truck driver to tell us. An operations departments that can't tell me a date they will be able to make and a moving company that takes people's livelihood for granted. I do not recommend using them at all, it's profit over everything else, how do we jam as much into one truck so that we can make as much profit as possible, even if it means folks live without their items for 30 days.

When they unpacked at our destination, a valuable African drum (authentic made by a West Guinea master drummer) was demolished. I filed a claim. They responded it was “packed by owner” not by them. On investigation, I was told the moving agent had written “PBO” next to each of 8 drums I had moved. This must be because they feared one breaking because I only had a case for one drum - and I told them that case was not padded or protective. They wrapped them all in moving blankets as I watched. I warned them twice that if one fell over in transit the head would break. Because it said PBO next to each of my 8 drums - a clear lie - my claim & appeal went nowhere & I have a $1200 broken drum.

They also deeply scratched my dresser in front, & gave us $100 for that. Obviously that would not be enough to replace it & I probably couldn’t find a matching one anyway. I had read moving horror stories, and I thought choosing a reputable mover would be safe. I didn’t expect them to lie proactively to cover themselves if a drum broke. Not only that but we tipped 5 people $100 each for loading, and same at destination. Total charges were $10,000 & we did $1000 in cash tips.

Original Review: If I were able to give zero stars, or negative stars, I would. I moved from Wisconsin to Illinois, about 90 miles, from a two-bedroom apartment, with packing and full replacement value insurance, at a cost of $13,000. I sought out United Van Lines, having had a good experiences with them several years ago. This time, not so much. Here's what happened so far.

The estimator with the Milwaukee-based vendor (Schoeder Moving and Storage) was very helpful in coming up with an estimate and making arrangements...but dropped the ball on the day of the move. I ordered and paid for art boxes and for a crate for a chandelier. These were not provided, despite many calls on the day of packing asking for them to. The estimator acknowledged the problem and apologized. Now the claim adjuster, ClaimStream, says damage to frames are due to the packing and claims that the client (me) packed them (not true) and that they are not responsible for missing crystals, or any other missing goods. Note: there is no way to contact a human being with ClaimStream--no name, no phone number, etc.--just email correspondence.

The next morning after the evening delivery, I spoke by phone with a customer service manager at Schroeder. We discussed damaged goods (most notably, broken window on glass front of bookcase) and many missing items: two small chests of drawers, a glass top and cocktail table base, a moving dolly, pewter dishwater, computer monitor, etc. These conversations were memorialized in emails with the customer service manager and the estimator. At the time I wondered if the missing items had been left on the truck, since unpacking took place in the late afternoon and early evening. The customer service manager and I spoke several times the day after the move and the following day. Finally she said the items had not been located, but they would keep looking.

At that time, I also reported to the customer service manager that the movers were so disorganized in the unpacking that I stopped them midway. They were unpacking kitchenware in the living room; piling books on the floor in ways that were breaking the spines; acting peeved and complaining about the drive back to Milwaukee, etc. At the time, I also let her know on the phone and in writing that, if billed for a balance, I would dispute payment for a full unpacking, Note: I disputed the charge through American Express. American Express reviewed the circumstances and the email correspondence, and did not pay the disputed amount.

Months later, the claims adjuster (ClaimStream) said someone would come out to inspect the damage. I had to follow up twice with ClaimStream, since initial calls to the inspector were not returned. The inspector turned out to be a repair service. The friendly man looked at the bookcase and damage to the base of a walnut sideboard, which he said he'd be able to repair, but could not say anything about the missing items.

Meanwhile, ClaimStream claimed to have put a trace on the items, saying "A trace was done and the results are negative." I followed up two or three times to ask them to clarify the meaning, and learned that "we heard back and the items were not found." I asked who they'd spoken with, but did not get a response to that question. Note: the claim I submitted included photos of the missing and damaged items and copies of email correspondence documenting the phone conversations with the Schroeder representatives.

I was offered $500, to be paid immediately, to settle the claim. I did not settle. Months later, I received a second settlement offer for the same dollar amount, $500. The offer stated that I would soon receive a check and that cashing it would signal acceptance of the offer. I responded in writing on the same day I received the settlement offer, declining the offer. It's been radio silence ever since. No call; no reply to my email declining the offer; no nothing. I have spoken with an attorney.

The claim I submitted estimated the depreciated value of lost and damaged goods at $1,405. My disappointment is not over money. It is about principles and decent business practices. I was willing to pay the higher cost of using United Van Lines because I'd had good experiences with them in the past. This time, the absence of accountability, the multiple failures along the way, the unnecessarily complex claim process, and the unjustifiable outcome given all the documentation (not to mention aggravation). This is not the experience one would expect from United Van Lines or its contractors. I hope this review prompts others to think twice. I will update my review if and when additional information becomes available.

Now in the three months since then, they have not addressed this with their vendor, just continued to say it was outsourced, and for my lamp, they are claiming they found a replacement, which I can’t see before they take away mine. I’m ultimately going to just take a settlement, but that amount is less then what I paid for crating...crating which was clearly not worth what we paid. Don’t trust this company with your belongings or your safety based on who they decide to outsource to. It is the first time we’ve used United, all our other moves and we’ve done several have been with Allied. That is a great experience.

I made several phone calls to them about the damages and they are accusing me of lying. The service and customer service is appalling. I would like United Van lines to compensate me for the damages and stop insulting me. I should also note that I Paid over $13,000 for the move to United Van Lines. The delivery was made by a partner company Mayflower and the delivery people refused to wear a mask during the delivery of my belongings to my house.

Among the stolen items is $3000 worth of new tags attached unworn clothing including premium designer denim I paid for to be altered. The fact that they went through my intimates and stole all the new tags attached lingerie is repulsive, disgusting and a complete invasion of my privacy. They have failed to respond or even acknowledge what they stole. Be prepared for them to go through your boxes including intimate personal sentimental items and literally steal from you. Along with the fact that at both locations every mover uses your bathroom every ten to fifteen minutes which is beyond suspicious as to what they are actually doing in your personal bathroom disgusts everyone involved and grossly unsanitary especially in COVID era.

I have reached out multiple times through ALL contact methods and the sales associate was beyond rude and dismissive like it’s a joke and claims has yet to acknowledge what was stolen from me that I worked and saved two years to acquire is beyond devastating and borders on evil. Be prepared to be literally stolen from-$5000 worth of tags attached new unused items including my personal lingerie and uniforms I earned stolen from you. Do not use United unless you want to be lied to, treated like trash and stolen from ($5000 at the bare minimum).

Movers came to pack our stuff on Aug. 4. We were moving from CT to AZ. It is currently Aug. 23 and our things have not arrived. We have been sleeping on air mattresses and eating with paper plates for almost a month!! Absolutely ridiculous for the amount of money paid. We have complained several times, no one had a good explanation for the delay. Delayed arrival was supposed to be this morning and ONE GUY just called and said he is held up for yada, yada, who knows why.

Our stuff is supposed to be brought up (4th floor apt.) and the bed set up, furniture unwrapped and put where it belongs. One guy is going to do this today?? Will take a very long time and for $7600.00 he is not getting any help! In summary, United is very efficient when taking your money. Terrible with on time delivery, and so far, not good on the actual delivery itself. Yet to see if everything made it and is in one piece. Consumer...beware!!

And I am now being told that, "It's too late, sorry we never received your claim." Even when I submitted as proof all my emails with them they just are not responsible about that (one of their workers did acknowledge to me that there is a faulty thing about the web page that hopefully we can resolves this but I haven't been able to speak with same representative and now they just denied).

4) First semi shows up for delivery with no help to unload, only the driver. Once again, we had to unload everything. Several very heavy items that we were charged extra to have moved (gun safe and an arcade game).

Warning #2 -- Moving day arrives and a wonderful crew of movers comes to our house. However, they were driving a large, U-Haul van. We knew from past experience that this wouldn’t be large enough to hold our things. (We had paid for a piano to be moved.) They eventually brought another smaller van, so now our earthly belongings are in two U-Hauls, bound for Chicago where we were promised they would immediately be moved into a larger van and sent out west. I am pretty sure they were transferred to a warehouse first and then loaded on the cross-country van. (Note -- while everyone from Amazon to Lands’ End now gives you frequent tracking updates, this is not part of UVL’s policy.) We were told that it would take a minimum of 2 weeks for our items to arrive, and that did happen.

Warning #3 -- Sunday night we got a call from the driver of the van that our items were in. He would come to our condo the next day to see if his van would fit. No way in hell does this van fit in any residential neighborhood, but especially in a (fairly large) condo parking lot. So the next morning, we meet him at a local mall, see his humongous truck and he offers us a deal. Rather than pay the $1300 shuttle fee, we will rent a truck and he will designate two local guys (whom we will pay) to unload our items. This ends up costing almost $1000, but less than $1300.

In the meantime, we pay the driver the rest of the money (as agreed) for our goods. The two young men working for us are hard working and polite. However, some of our furniture requires three people and we have a lot of books. The move-in ends up taking two days, partly because the two young men hired are not piano movers. (We paid extra for the piano). Thank goodness they do an adequate job with the piano, though a wheel is off. Meanwhile, the driver left town, moving on to his next job, leaving us with a huge pile of packing rugs which he will supposedly pick up. (Almost 4 weeks later, they are still taking up ¼ of our garage.) We also have a couple of items that don’t belong to us, which we report to UVL. (One of the boxes actually has the identifying sticker for its owner on it, but it’s still sitting in our garage.

So this is at least three moves (probably four) of our stuff. And this is the heartbreaker for me. In the move, they lost several boxes of our things, including a quilt that my late mother had made, which was to be a wedding gift for my daughter. Also missing are some of my jewelry and a framed stitchery, also from my mother. There are a couple more “valuable” things missing, like a flat screen TV missing as well, but these others are irreplaceable. Right now, there are claims out, but I imagine we will never see these precious items again. After all, they have our money. So, if you care about anything in particular you own, don’t entrust it to United.

However, the team who worked on my claims was very helpful and courteous. Nevertheless, the meager monetary compensation certainly doesn't worth the lost of value, the waste of time and all the hassle required to get compensated. You are very well just a number in the sea of claimants. At the end, the repairs done on my furniture were correct but nothing more. My pieces of furniture are still damaged and it still shows. UVL should really make an effort and choose their subcontractors more carefully (it was a transborder move from the US to Canada). If you care about your furniture and your place, go elsewhere!

I spent from the middle of September until November sleeping on a mattress on the floor, as I had no furniture. Finally, in November I received almost every thing. My dresser what was the original damaged piece will arrive - latest estimate - mid December. FOUR MONTHS TO FIX A DRESSER! Since we all knew the day it happened that it had to be repaired it should have been fixed immediately upon receipt in Florida.

I have a china cabinet that is in pieces. I have to find a way to throw it out, as UNI Group Customer Service WILL NOT FIX IT. I have no idea if I will ever see my dresser again. It was purchased just before I moved. The repair guy has now had it longer than I have had it. Chipman moving in Spokane is great. But once the load it turned over to other parts of the company, beware. Every third box has been crushed. Almost every piece of furniture damaged. The community I moved into has build and sold more than 20 hours since the repair man took my dresser. A stretch of 10 miles of highway has been resurfaced since my dresser was dropped. I could have carved one by now.

6. Check your items carefully. I don't have a boy or a boy's bicycle. If you are missing one, it was last seen in Florida.

6) Stone-aged processes. This is 2019 and somehow every other logistics and freight company uses technology - prepare for carbon paper and wonderfully descriptive tracking items like "carrier pack box"

Overall could care less about customers. Corp relocation and massive consolidation in the industry means you are simply not a concern to them.

The United Van Lines (Unigroup) office (Claims Group 2) is refusing to have our furniture repaired, or replace items at replacement value - claiming that things had 'pre-existing damage' and a host of other excuses. Many of these items are things that the packers and movers documented that they damaged, and they never once asked to see the photographs that were taken of our furniture prior to the move or any other information to support our claims. I have no doubt that the employees in this office are paid to deny claims, regardless of proof - betting that most people will not pursue litigation. I have moved a lot for my job, and this is the worst move and company I have ever experienced. The damage to our furniture is severe - not just large scratches and dings - but an entire baseboard was ripped off our dining room buffet.

3. Due to my husband’s daily cancer treatment on weekdays, we scheduled to move on Saturday 7/13/19. After several communication to confirm the date and 8-10am pick up timeframe, we scheduled a quick trip to Washington on Friday 7/12 so to supervise the move on Saturday and return home on Sunday 7/14. On the morning of the moving day 7/13 we received a call to cancel the move due to driver’s injury. 4. After several frantic phone calls to our Move Consultant Jim, a box truck finally arrived at 5:30pm. Nothing was properly packed when loaded to the truck. The movers were nice and friendly. They told us they were instructed to just get our stuff out of the house so we can fly back to California next day. They will pack and load our stuff into the crates in their Lacey warehouse and pictures will be sent to us after loading is completely. (Note: Pictures never arrived.)

5. Regardless we were told the credit card will not be charged until the crates are loaded and weighted, our credit card was charged immediately on Monday 7/15 morning. We left a voicemail with Dawn at Morgan Transfer but didn’t receive any call back. We asked our Move Consultant Jim to help and even he was frustrated about the communication breakdown in his own company. (Note: 17 days later when we called Morgan Transfer again, we spoke with Dawn and she apologized for not returning the call because she was “overburdened at work”.)

6. 17 days after the movers “removed” stuff from our house, a Mayflower truck pulled up in front of our house in California. (Note: United and Mayflower belong to the same company UniGroup.) The movers told us one of the 3 crates was badly damaged during the move. United Van Line contracted a third party mover Estes Express Lines to transport the 3 moving crates. A hand-written receiving note attached to the broken crate reads: “....1 crate destroyed-top missing, bottom & side broken; box held together by rope.” (See attached photo.) 7. We found all our furniture was damaged one way or the other. Our Italian dining table arrived with four legs still attached. The legs were destroyed and broken beyond repair. The movers didn’t follow standard procedure to disassemble the table legs before crating.

8. We filed claims with United Van Line. We would like to know (1) why the moving company didn’t follow the standard procedure? (2) How the crate was completely dropped and broken during shipping by a 3rd party carrier? 9. Without any investigation on moving company’s negligence, United Claim Team 2 informed us because we didn’t purchase the full replacement level of protection plan, we will receive 60 cents per pound compensation based on the military scale United uses. We left a voicemail with the Claims Regional Manager but never received a return call.

10. We received Customer Satisfaction Survey from United Van Line few days later. We filled out and submitted our complaint. No one contacted us. 11. Although we didn’t purchase the full protection plan, we believe we are entitled to know why the standard practice was not followed and what the hauling company did to the crate. Our Move Consultant Jim handed us over to Kira, the Claims & Quality Assurance at Morgan Transfer, and she communicated with us almost daily. She investigated and acknowledged the negligence of not removing dining table legs; owned up to and apologized for the mishandling in the warehouse. She also helped us to connect with the UniGroup Customer Care Specialist at United Van Line.

12. Mr. Customer Care Specialist asked us to send all the pictures we took of the broken crate and destroyed furniture. We waited for few days and contacted him again. His reply: ”I did receive all of the pictures you had sent, thank you. The Cargo Claim department did respond to my query about your claim. I’m sorry but the cause of damage to your items does not affect how settlements are evaluated. They are based on the valuation chosen by the customer. If you have any other questions about your claim, please feel free to contact Claims Team 2 at 800-537-7567.” (In other words, Customer Care does not apply to us because we didn’t purchase their full protection coverage, so they are not responsible for the negligence of their movers and carrier company???)

13. We replied to Mr. Customer Care Specialist: “settlement aside, what is the cause of damage to our items?” This time his reply is simply: “I do not know the cause of the damage and again recommend you contact Claims Team 2 at 800-537-7567 with any questions you have about the damages or the claim.” 14. So, we did contact Claim Team 2 for one last time. The answer from them: ”Since there was no inspector assigned due to the claim settlement amount was less than the departmental requirement to have an inspection, the team would not be in a position to determine the specific causation of the damage. Your claim was processed based on the valuation selected by the customer.”

So, United Claim Team determined their settlement of 60 cents per pound and United Claim Team determined the settlement amount was too small to investigate. Too small for whom? Those are the stuff we spent our hard-earned money to purchase and use in our daily life. They are big and valuable to us. No acknowledgement of their negligence and no apology from United. We feel so helpless against this big moving company. 15. We started to read about all the reviews we should have read before we chose United Van Line. We realized we are not one of the few but one of the many unhappy customers. Ironically this helped us to write this review and move on with our life.

5. There are still some good people out there. Although experience was bumpy, Jim and Kira at Morgan Transfer earned our respect. Many thanks to them for helping us advocating with United. They owned up to their part of mishandling and they do care about their customer.

They seemed to get the loading done, mostly due to the fact that the man was quite strong and carried/lifted most of the furniture himself. But not without incident. Beside not listening to me when I said, "Please don't pack these things, I'm taking them with me", when I offered to pick up lunch the man asked me for a beer. I politely declined. Suffice to say, you think you're hiring United Van Lines but you get Sanford and Son. My shipment was 3 days late and the transit coordinator 'couldn't get in touch with the driver.' In 2019? Doesn't everyone have a cell phone?

When it finally did arrive and the young men from the destination moving company started unwrapping my furniture there was so much damage I was in shock. I'd estimate at least 75% of my furniture is damaged - all due to the origination team having only one adult male to shove things into the compartments without finesse. I filed a claim but it's been weeks since I've heard back from them. They offered to settle for 50% of my claim but I refused. There is serious damage to some of my furniture, specifically a piano which will cost $100s to repair. So far, there has been no response since I turned down their lowball offer. Shocked at this national brand company that has been in operation for decades. How do they stay in business?

They did not protect the floors at either location as promised and did not pack and protect the mattresses as promised and paid for. Furniture was not handled with care as they dropped a dresser down the stairs. Causing damage to the dresser, stairs and wall. We had damage to multiple items. I filed a claim with the department and it’s been a battle to get them to take ownership of the issues. Our “settlement” for damages will not cover repairs or replacement of the items the movers broke. I am so disappointed in this company. The customer service representative assured me before the move that everything would be wonderful. It was far from it. AWFUL AWFUL EXPERIENCE! Take pictures of the moving truck while they load and unload. I wish I had.

I would not have gotten my furniture when I had, had I not started to complain because I was tired of sleeping on a floor! Reading the other glowing reviews only makes me wonder as a single, senior citizen, female, do I not matter? My money was good enough but evidently my possessions, my son's college memories, and overall customer service was not.

Where to begin the nightmare that won't seem to end. I scheduled to have my furniture picked up in Fargo on 4/17 to be delivered by United Van Lines in Clovis NM a week and a half later per Ms. **. I gave them my credit card number (HUGE mistake) and had planned to put the cost of the move $3654 for a one-bedroom apartment which I had completely packed, disassembled, boxed, bubble-wrapped, blanketed and shrink wrapped before the movers arrived. The guys who did the actual work were nice and loaded my items in a timely manner.

From there, the move went straight to HELL!! I was in touch with Shannon daily to ensure my items were crated and picked up so that I didn't have to sleep on an air mattress any longer than absolutely necessary. I have severe back issues, so sleeping on an air mattress for an extended period causes major muscle spasms. Ms. ** was fully aware of the urgency of getting my items to me as expeditiously as possible. Each of the following days I was assured my belongings had been carefully crated and were awaiting a pick up by United from their Fargo warehouse. Per Ms. ** I should have my belongings as of today, April 26th at the latest.

Fast forward to this past Tuesday, April 23rd and Estes moving has been contacted to move my things. I was not made aware that anyone other than United would be moving my things since that is the reason I went with Aaction in the first place. I was furious!! I sent her an email telling her that she could place a hold on my credit card for the full amount, but that I would be paying by certified check ONCE I finally receive my items. She charged my credit card anyway against my direct request to change my method of payment.

Now, I place a review on Yelp and get a response from their CSR at United in MO. She informs me she will help me get this resolved, yet refuses to call me back with updates on what is occurring with my belongings. I have some unknown freight carrier with a reputation far worse than United, hauling my belongings without my consent, AND they have my $3600, so I may never see my belongings again. I have a full inventory of everything that was picked up in Fargo, but am very concerned about the sticky-fingered felons that work for Aaction during the week my belongings were sitting unmatched while Ms. ** lied to my face!!

I will update if and when I ever do get my things, but for now please be aware of this company and its fraudulent and unethical business practices. I told several friends I was having some very bad vibes about using this company and now I know why!! Trust your gut and all of the bad reviews so you don't have to live through this nightmare!! Yes, I have contacted the FTC, BBB and anyone that can help ensure these crooks don't do this to anyone else!! You trust your belongings and livelihood to crooks and this is what happens!! Please don't get yourself in the same horrific situation with a disreputable company like Aaction who will take your money and leave you wondering if you will ever see your belongings again.... Please save yourself the nightmare, sleep deprivation, and stress of dealing with these crooks!!

My gas pressure washer was in my armoire along with the garden hose and tender. Boxes were shoved into my freezer and the controls were broken. A few of the missing items were located in Kentucky. They sent them to us along with a piece of a TV stand that wasn't mine. When I called them to return to rightful owner, they told me to throw it out. Wonder if that's what happened to my things? Dealt with claims for over 6 months. They said there were missing items they would not cover as they were not documented properly. Even though we called them immediately to report. Claims team was rude and completely not helpful. Terrible customer service.

Two packers came Nov. 1, 2018 to load me. One was tagging everything, quite a job, and the other was moving my things to the truck. I was in the garage when he brought my dresser down to wrap it, but had to run into the house to handle things. When I came back out the dresser was wrapped and sealed in blankets and moved to the truck. When the dresser was unloaded in Oregon it was still sealed. I immediately opened the drawer holding my valuables, only to discover the clothes wadded up, the box open and empty. Not wanting to believe the obvious I took the drawers out to the wood bottom but not one item was there. The guy had stolen several bracelets, including a diamond tennis bracelet, and about 30 rings which included diamonds, sapphires, tourmaline, opals, pearls, aquamarine, smokey quartz, lapis, etc, etc. valued well over $20,000. Including my passport and SS card!

I filed a claim with United, it was not even researched, within 2 days I had my denial letter from them. No apologies. The worker is still working at AAction, continuing his felon theft actions. I want everyone to know DO NOT HIRE THIS COMPANY! Among the rings were my grandmother's and my mother’s rings, priceless to me. This hurts terribly, and I have to live with their actions daily, I am broken hearted. I try to tell myself it's only material items, but at my age I planned my daughter and granddaughter would get to cherish these as much as I have. Please learn from my HUGE mistake!

My car was dropped off to me in the middle of a highway in moving traffic, dirty filthy by a man who spoke no English. He grunted and left me standing there? I was called by the manager and was told that my furniture would arrive that coming Monday morning between 8:00am and 10:00am and that I was supposed to be up and ready to go!!! Well, once again I got up and waited, and waited, and waited? Umm, NO SHOW!? AGAIN!!! Over and over. When I called to find out where they were, no one knows who I am or what I am talking about??? (I mean, umm, they do have my furniture and most of all I own on their truck and do not know anything about it?) Hello?! And if that were not bad enough, they acted like I was a problem and how dare I call them out on sending me on yet another wild goose chase?

They screwed up the crating of my items, my car and my furniture delivery. And also please note: This company uses CONTRACTORS. In other words, they do not handle all of this themselves. They contract other companies to take over for them. But what they do not tell you is that the contractors they hire, hire other contractors. And those contractors use other contractors. And those contractors hire other contractors. Therefore you have 20 different people giving you 50 different stories as to why no one knows where anything is or where it is going, etc??? It is totally Crazy! I was given an Unpacking fee of $400.00 and went with it.

After the fact I decided to unpack myself because there were so many screwups. I was afraid to let them do it. I had hundreds of boxes. They told me I would be refunded the $400.00 for doing it myself. I never got the check or heard back from them. So I called their Corporate Office to complain. The woman I spoke to was nice and looked into all of this for me. I was reimbursed some money for the screwup of my car. (Not enough for what I went through). That was about it. The $400.00 dollars I paid for the unpacking fee. Nope! She acted like it never existed. She offered me a ($25.00), YES YOU READ IT RIGHT. A $25.00 refund for the "Unpacking". Do the math people? They are now claiming that the fee for (2 PEOPLE TO COME TO MY HOUSE AND UNPACK HUNDREDS OF BOXES IS $25.00?) REALLY????

The executive at Corporate would not even address the fact that they kept giving me the wrong day and made me wait outside in the blazing sun only to realize they never showed up? She did not care! She acted as if I were a troublemaker by even bringing this up??? If I could only go back in time. It was one of the most nerve-wracking experiences of my life. I am so glad its over. I would not take the time to write this review if I were not passionate about helping someone else out who might make the same mistake I did. BEWARE PEOPLE!

United's decision to partner with Nilson Van and Storage is a prime example of poor choices within your company. Have you looked at Nilson's social media comments??? Had I known that your company was going to sub out the job to Nilson, I would have NEVER selected United. The only glimmer of service occurred with the young man and woman who delivered the contents of my parents, Dean and Raven. They were as efficient (and professional) as a 2-person team could be.

Oh I just wanted to add -- I DID NOT SET UP THAT DATE. THEY DID AND SAID REPRESENTATIVE WILL CALL TO CONFIRM! I said I would need to check with my lady to open house -- my God you were the one who gave me that date! If they can't even remember they gave you the date I suggest you move onto another company NOW.

On advice of counsel, the cost to recover the small balance, including time, was not worth the effort (and the movers know this) so I accepted the partial payment. Now, after reading the reviews of United I am sorry I didn't read them prior to selecting United. I won't make that mistake again. A notification of this information has been submitted to the California Better Business Bureau, complete with my attorney's statements.

No one ever explained this to me. They proceeded to load my things, dropping boxes off the truck ramp and nearly tipping my couch upside down. When they finished they asked if I was meeting them there tonight, I said, "No. We had agreed on tomorrow," I don't even get the keys to my apartment until tomorrow. They agreed. When they arrived the next day they told me I owed $1000, I had been told I'd pay $610 at delivery. Sal said "OK I guess we'll have to take your stuff and lock it up if you don't pay." They threatened me! I was like, "I'm sorry but these are the numbers I was given." Sal said "I don't know about that you pay me $1000." He called his "boss" who I talked in circles with until he finally said "Fine don't pay it whatever." This company is a scam. SAVE YOURSELF THE MONEY AND THE STRESS.

With a “binding” contract, there are several ways the price can go up. The operations manager of the moving company can decide at the last minute that the van will not be able to park in front of your house, because the road is too narrow, too busy or some other reason. In that case you have to pay for a shuttle van. When the sales rep came out to our house to make the estimate, he determined that our road was wide enough for the van, which was true because we’d moved into the house with the van parked on the road.

However, the day before the packers were coming, the sales rep told me that the operations manager had determined, just by looking at Google maps, that our road was too narrow and that it would cost $1200 for the shuttle. I tried in vain to contact the operations manager. Fortunately the packers sent word back that the road was fine, so we didn’t have to pay for the shuttle. Get it in writing in your contract that you won’t need a shuttle before you sign it.

The contract gives you a 5-day time frame in which the van will arrive. The fine print says that the company is required to deliver your goods with “reasonable dispatch.” The definition of “reasonable dispatch” in their literature is the 5-day time frame, but this is a blatant lie. I called the federal agency that oversees moving vans, and the legal definition is 21 business days, which is 30 calendar days! Our van showed up 10 calendar days late. This left us in an empty house with a dog for 10 days. Fortunately we have kind neighbors who loaned us stuff, so we were OK.

Your contract gives you $100 per diem, but motels and food cost much more than that. Plan for the worst. Have a contingency plan, pack accordingly and don’t plan anything that can't be canceled for the month after the van is supposed to come. Most of our goods arrived safely, but several pieces of nice furniture were damaged. The movers wrapped them in blankets but didn’t secure the blankets. When you’re talking with the sales rep, ask her about how furniture is wrapped. Some movers use a huge Saran-like wrap to secure the blankets. Make sure you oversee the movers when they're loading the furniture. You'll need at least 2 people there to supervise on the loading and unloading days, and 3 would be even better.

Then they assigned me another "coordinator" Dana **, she was nice at the beginning (first 2-3 emails) then she was MIA (missing in action). When I asked about my refund check due to lateness, she couldn't answer and asked another colleague to jump in. Pascal and Dana should have the title of secretary, not even operators because they don't pick up phone calls.

Movers arrived late, about 7-9 hours late, my coordinator was not able to tell me an approximate time of arrival, I spent the whole day waiting. When they arrived, no dollies, no lifting belts, no gloves. No protection at all for the movers, well I don't really care anyways. They took their sweet time moving the boxes, it was just literally boxes, no furniture at all. They moved 1 box at the time and then I checked outside the apartment and they were smoking, sitting on the truck laughing and then I realized that they get pay by the hour, of course! So lazy and unprofessional, what can I expect from them.

Timewise was ok compared when they picked up the items. 1 box was crushed, I asked what happened and the answer was, "I have no idea, I don't know what happened here." My boxes were really thick and I taped everything to death and still they managed to crush a box, honestly the only way to crush that box is with a truck to run over it, but movers had no idea. They just dropped the boxes one after another one, that's all. Of course, they did not care at all.

They took over a month to finally deliver my items, and when they finally arrived, my couch was torn (and I have photos of the sliding it into a splintered wooden crate unwrapped!!). There was also thousands of dollars of stuff missing. They made me wait another 3 weeks before someone came out just to inspect the repairs, then another 4 weeks before they came back out to do a sub par repair on the damaged furniture.

I've now lived in my new city for 3 months waiting for this to be resolved. Now they refuse to pay the claim because the missing items were not detailed on the inventory sheet. I had 2 duvet covers and down comforter go missing, which was labeled "bedding" on inventory, which apparently doesn't count. They did a sloppy job moving, a sloppy job taking inventory, took FOREVER to get my stuff moved, then refused to take responsibility for the missing items. A nightmare from beginning to end... Moving is stressful. United Van Lines makes it hell.

When I asked her about a claim, she said she submitted one on my behalf for $900. I asked why $900 when my items were 17 days late. She said that I "refused delivery" on August 10th, which of course I never did, and so I only got a refund from August 1st through the 10th. Not only did I never refuse delivery, if she would have said that after 5pm wouldn't work on the 10th I could have tried to work it out with my boss, but SHE NEVER CONTACTED ME.

I am still waiting to hear back on my claim for the damaged and lost items. I realize this is a tough industry and mistakes can happen but I am amazed that this company can stay in business by not taking responsibility for their mistakes. The men who picked up my stuff in PA were great and very careful. The most important person is the driver. Because his truck broke down twice, he was very frazzled when he arrived. He hired local young men who unloaded the entire truck to the garage and than moved the contents into the house. They were not paying attention to labels. Some boxes were delivered upside down. Everyone was rushing. The woman checking off the labels had me sign sheets saying everything was delivered.

Later I realized I was missing my computer and three chairs. They came back having found the items on the truck plus three additional bins. 2 bins have never been recovered. So obviously their labeling system doesn’t work well. You may want to keep inventory of everything you pack and take pictures of the contents of each box. I am Single so I was not able to supervise all of the moving activities all at once. The driver was in the phone much of the time and wasn’t supervising either although at one time he saw one of the movers use a box cutter to remove plastic wrap from my couch which is against policy since it can result in slashed furniture. Overall, my main complaint is with the company who is not taking responsibility for broken and damaged items even though I paid for insurance.

Updated on 07/30/2018: Now the stuff showed up early Sunday morning five days late (24 days after they picked it up), meaning I had to get up early on a Sunday ruining my sleep for the whole week only to find a broken dish and FOUR boxes missing, including my expensive clothes. And they have no answer as to where my stuff is. And my $100 dollars a day compensation ends with the incomplete shipment AND I was told the earliest I will have an update as to where my stuff is Thursday (today is Monday). So if this is the No. 1 moving company in the country, I suggest no one leave their things in the hands of ANY moving company. So yes, what I am saying is, they deliver our stuff late, they deliver it incomplete and I receive nothing but a message to wait some more. Unreal. This nightmare is never going to end. And they have my $8000 dollars and will have to get lawyers involved.

We moved from Sammamish, WA to Grand Junction, Colorado. We had 3 storage rooms full which needed to be moved into the truck then transported. The EXPERIENCED DRIVER told my husband and me to GO guide the movers regarding the 3 storage rooms. When I came down to talk with the driver he apologized and said they already loaded the whole front of the truck. Never doing a long-distance move I didn't understand the significance of this breach. So, first, he told us to GO and work to guide the movers then knowingly loaded the truck without us there NOR was he responsible to do the inventory himself which HE knew had to be done.

When the truck was fully loaded he wanted me to sign the inventory. However, he numbered the pages as 12 and there were actually 14. So, besides not doing the truck inventory he "neglected" to include 2 full pages of inventory that was documented! Since there are 30 items per page, the two pages he neglected (which could easily be removed from the final inventory) equaled 60 inventoried items. Along with the 60 boxes the whole front of the truck had no inventory. Easily there were easily over 100 items he didn't inventory.

Over a number of weeks as we gradually emptied all of the boxes and found some things were missing (mostly garage tools, large pricey hammock impossible to miss, some house boxes). When we called about the problem we were told it wasn't possible because the truck was empty. The fact of the matter was that many boxes could have been pulled before the truck ever arrived at our home. The driver was very nice, but this felt intentionally orchestrated by him. Since the he knew the rules, I believe this lack of inventory was very intentional and he pulled a number of boxes before we had any delivered. I may be wrong, but I'd not be surprised if he had himself a good garage sale.

We should have stayed and done the inventory ourselves but we trusted the driver and did as he directed. It never dawned on us all this deception was being done right under our noses. IF THIS WAS DONE TO US, I HAVE NO DOUBT IT HAS BEEN DONE TO OTHERS TOO. Bottom-line; they basically said "TOUGH LUCK". They said it was our responsibility stay with the truck and do the full inventory ourselves. It did not matter how the driver had guided us at the time of inventory. So - buyers beware - stay with the truck - supervise the inventory - don't trust the driver's instruction - and don't trust the company to assist in any way.

On the 6th she called and said the driver canceled and that it wouldn't be loaded onto a truck until the 10th, which is the last day of our guarantee window. Further she said it was going to go further into North GA, away from our TX destination and they to Fort Worth/Dallas to drop off that other load first -- driving right past Austin. THEN, when it's on that truck they call to tell us it's now in South Carolina and it has to go to North Carolina. With no delivery estimate. So, not only is our stuff not coming to us, it's going further away.

Then they tell us it's off that truck and they are searching for another driver. They tell us our stuff will now be loaded on Saturday July 14 and we can expect it Wednesday July 18th. The driver calls Sunday and says they are coming Monday July 16th. Then he gets here on Monday morning and first thing out of his mouth is "I don't have all of your stuff. I told them it wouldn't fit because I had another big job". So 9 of our large boxes were knowingly left behind and no one bothered to tell us until our partial shipment arrived.

THEN, they refuse to accept accountability for it only being a partial shipment. Even though all 9 of those boxes are on the ORIGINAL manifest and all should be arriving together. We have no estimated date for the rest of our items and we've spoken with 4 different people and nothing is remedied. On top of this, multiple boxes were smashed, broken furniture, gouges out of the dresser, handle broke off, drawer shattered, brand new mattress stained down the whole side with something brown. Never trust your items with these people or United Van Lines (these are the people who Suddath were coordinated our move through). You may never get your stuff and when you do it will be beat up and in awful condition. Terrible.

We were given a guaranteed delivery window that accommodated our schedules (including starting new jobs), which is the main reason for choosing this carrier. However once our items were loaded in NC, I didn't receive any updates or info on the status of our move. I wasn't provided any updates as promised, and now they are informing me that it will be 20 days from pickup before my items and furniture can be delivered. I feel United misled us from the very start. Even though we were guaranteed a delivery window of 4-10 days, we are stuck in Nebraska with nothing! Everything we own is on that moving truck (in the July heat), and United is being indifferent about the fact our items have not been delivered. This is completely unfair, misleading, and deceptive... And $100 per day doesn't come close to making up for the situation we are currently facing because of this delay.

If we would have known from the start that they couldn't deliver our items until July 17, we would have NEVER booked them. United has all of our items and sees no need to honor their initial agreement specified in the Estimate and Bill of Lading. I'm left helpless! I feel as if United baited us into using their services knowing all along that they wouldn't be able to deliver on time. I've tried communicating with corporate office, but they are having no impact on the situation. United simply doesn't care about the well being of their customers or the well being of their personal items. What angers me the most is no one is even acting like our situation is a priority. We are just inanimate objects that they forget about when they leave work and go home... There's no care being given to the fact we are real people with real lives being impacted by this deception. And tossing money at the situation doesn't make it better.

3- 2 checkbooks were stolen from our file cabinet during the move and two fraudulent checks were made out of my account for a total of $990. Given the large expense to move, out of pocket hotel/food expenses, this was extremely stressful. We called and notified Morgan Transfer of the incident, and received no follow up on the matter. We escalated the issue to United Van Lines corporate team, but have yet to learn of any developments.

4- They lost all of our silverware, which was valued at over $400 and was a wedding gift to us from September. We contacted Dawn 3 times about the check and silverware, and she forwarded the information to the claim department. It's been a week and a half and still no response. A request was also sent in to corporate and denied because of a BS waiver that the driver has you sign when they deliver your items. If you'd like to have the driver and movers stay on your property to check off hundreds of items and boxes (took us almost a week to unpack and to fully realize what was missing) then defiantly make that choice.

We were rushed to sign our paperwork, not properly explained the pages and were told everything was taken care of and to contain the office department with any questions or concerns that come up. We also paid for the insurance of our items - not sure what the insurance was for since they won't actually cover anything. Again, just another way to be taken advantage of.

I could continue on with several damaged items and other missing items (such as our bed screws - so nice to finally get your belongings after such a long wait, but still no functioning bed!). I expected things to be damaged or things to go wrong - it's a big move. I wasn't expecting things to go wrong at this magnitude and for the company to do nothing to help out their customer, besides doing the bare minimum.

So moral of the story, if you like to be stolen from, taken advantage of, and partner with crooks (not to mention pay an arm and a leg for a service) then book Morgan Transfer. We've moved across the country two times before without any issues from Allied. Can't say I'll be trusting any van lines after this experience. I know it's a lot of work, but if you can, consider doing the move yourself. Definitely do not hire Morgan Transfer/United.

Then the day before arrival they informed me that they changed the plans and my second load would not arrive until over a week later (was not even given an exact date at this time and it was going to be way out of their contracted delivery window). Since I was out of town for work at the time this meant I needed to buy another flight and rent another car to be there for the second move because if I wasn't then I was informed they would charge me over $4000/day for storage. When my first delivery came there was 21 pieces damaged, most were unrepairable. It was obviously negligence that led to this as they tried to cram as much stuff as they could in the 12 feet of the truck. As an example, they snapped a metal coffee table and a solid wood leaf to a dining table. Of course there was no way of knowing what was here and what was not since half my stuff was still to be delivered.

Once the second load arrived it was also noted that two high valued items were missing and supposedly on the first load. It took 2 weeks and a lot of stress to track them down. They were delivered to the wrong people. While they were willing to compensate for the exact value of the damage (not replacement value), there was no reimbursement offered for the delay or the extra costs I had to incur to be there for the second delivery. Not only that, but the aloof attitude of "Sorry, these things happen" was extremely frustrating. When my claim was escalated to United Van Lines the customer service rep there (Diane) was downright rude. Telling me that if I thought for a minute they were going to pay for my flight and rental I was mistaken.

They finally, after many weeks of frustration, agreed as a "Good Will Gesture" to add an additional $400 onto my reimbursement. Mind you this was a very expensive, cross country move. The attitude I was given was not acceptable. These were my possessions that I have worked hard for and the attitude was "Oh Well, it happens". I asked to know that the responsible parties, such as the operations manager that originally okay'd my load to go onto the first truck, were disciplined. I was told by one of their own employees that all this was avoidable, that my stuff should have never went on that first truck in the first place.

How do you damage 21 pieces of furniture and it not be considered grossly negligent. United Van Lines of course is a huge company and obviously protects the individual companies so the individual customer doesn't have a chance to fight them. You are just expected to accept whatever happens and also pay in full for it. They should be ashamed to even call themselves a customer service department. They do not serve the customer. They serve the big company that is untouchable.

I quickly emailed him back and told him I was uncomfortable moving forward at that rate because I would certainly have more than 500cf and would likely have closer to the 900CF originally estimated. He assured me it would not be a problem and that the 500cf number was just based on their estimate based on my furniture description in their computer. He told me that it since it was their estimate, the listed price would be the most I would pay, which was still the same as my original quote. Needing to get my moving arrangements in order, I went ahead based on his assurances. This was a big mistake. When moving day came and I had the original 900CF, the movers all of a sudden wanted an extra 1200 in order to do the move, almost 50% more than the original quote!!! This was exactly what I was worried about, and exactly what United Van Line's agent Dominick ** told me I should not be worried about.

Additionally, the movers were unaware that it was a military move, and had failed to get weight tickets for the truck, this being despite my specific request for empty and full weight tickets, and Dominick's assurances that all of their movers would provide me with empty and full weight tickets from the move. If I had not been there personally, I would never have gotten the weight tickets and I would have been out 4000$ in reimbursements from the Army. Overall the whole experience was a disaster. United Van Lines was deceptive, made false assurances to pressure me to make a quick decision in order to lock in their quote price, and seemed very careless regarding the requirements I had for the military move. I would not recommend this company to anyone, especially anyone making a military move.

I thought maybe a couple hundred dollars more, but no they tried charging us 2500! I told them this is not what we discussed on the phone we told you the exact measurements and what we had, the guy kept calling his boss. After them telling us that's the price that they are able to do it for, I told them they can leave because I felt scammed and they were just raising the price on purpose because they think that we are young, stupid and desperate for a moving company. They kept insisting that everywhere else is the same price and kept forcing us to go with them. I'm clearly insulted at this point, I don't like being scammed nor taken as someone who is stupid. Around 30 minutes later they called and said, "Okay we will do it for 2,000". I said, "No I'm not bargaining with you people. I know you are trying to get money out of me." Then they finally went down to around 1600, so I told them, "Okay come back and let's begin this move."

Those movers packed everything very good no complaints there. We even tipped them towards the end. They told us our stuff will be held in storage for a few days and then we will be getting our stuff around November 18th when we as well will be arriving to Las Vegas. We told them the day we needed the stuff there so then when I was in Colorado on November 14th we called to see where the driver was with our stuff. They said our stuff was still in the warehouse! This guy on the phone was trying to blame us and tell us that they are driving we don't have an exact date, whatever he was saying did not make any sense. We said we told them to bring it by the 18th so as a worker shouldn't you and your company figure that out as when to take it out of the warehouse and start driving?

At this point I knew it was going to be a couple days late because it was the 14th. They were at fault on their end and they failed to apologize. If we never called then they most likely would have had our stuff in storage for even longer, this is so unprofessional that they forgot! We finally arrived to our new apartment. The next day we called the driver and asked when will he be here. He told us Tuesday November 21st which means we missed work waiting for them, then they told us Wed November 22, once again we missed work! Now I'm angry because we had people flying in for Thanksgiving and NONE OF OUR THINGS ARE HERE! We had no couches, no bed, and no pots and pans to make any type of food! They ended up coming November 25th! They ruined our Thanksgiving and my family all had to go stay in a hotel because we did not have our blowup beds nor couches for them!

We had to rebuy our expensive pans we already had! Just because they were late, this is not fair we wasted so much money and time, we also had to buy folding chairs for our family to sit on! I want my money back. This is a disgrace. I cannot believe people operate a moving company this way. If I don't get compensation I will contact a lawyer and start a riot against both companies I dealt with. So the reason why this guy was late with our Items was because, he said he was in Texas and will be arriving to Las Vegas on Wed November 22, he never showed because he went to California to drop things off to come to us last! I don't care what route they have to take. EWe said we need our stuff NOVEMBER 18TH and it failed to arrive that day. When we called and complained the guy told us it's not their company's fault, and that we never guarantee a date... Are you kidding me?

Because on our paper it said November 18th. Now I understand a few days late but not a whole week, and I don't accept what he said because the driver passed Las Vegas to go to California first. I don't care if he passed Arizona to go to California we should have been first end of story! So now the movers came, they arrived November 25th. It was just two guys only, and they were angry and trying to charge us more because of the steps, when we SPOKE ON THE PHONE AND CLEARLY SAID WE live on the 3rd floor and we were already charged. His helper was non stop complaining and crying. They both kept taking smoke breaks as well. Why work for this company if you can't finish the job you start? The two were here for over 2 hours! And all I heard from them was non stop complaining and roughly throwing our things in the house!

They damaged our flooring, and the one guy kept yelling in his language to himself. The one guy put the bed together wrong and was angry that he did it wrong, I was scared for my life. I was in the closet cleaning and I hear this guy yelling and throwing stuff around. And kept telling us that is the right way when he clearly knew it was wrong! Then they never screwed on my vanity and they chipped the vanity and chipped the vanity holder. They damaged our bed. It was stained with black lines as well as sticky tape marks that wouldn't come out and also had a little tint of yellow. My little dresser that holds my vanity up was damaged and had some black lining on it as well. My vanity table was completely scraped and scratched.

Also our living room table is for the garbage. It's completely destroyed, the dark-brown wood, the corners are completely destroyed and are peeled and looked tan, and the table has scratches on it, along with my vanity dresser and bed. One more thing that I thought was terrible was that they bring someone else's furniture in our house and we told them it was not ours, and they told us to keep it! I told them, "No you better bring that back to the person that it belongs to." I couldn't believe my ears when they told me to keep it. Also they kept trying to leave. They left without redoing the bed and putting my vanity together and they left without opening my huge mirror! I'm so angry they never completed their job.

We told them to redo the bed from the beginning, and the guy said "yes I will go back to it after." I'm literally so mad because this was not worth 1600, they did a half-ass job! So the one guy went back to the car and my husband told the other guy, "Excuse me you still need to put the vanity together, and redo the bed before you leave, because you drilled it on wrong, and it was upside down, and also take the mirror out of the packaging." The guy said, "Okay I will grab my drill from the truck, my partner did the vanity already." So then the guy left and we were waiting a good 5 minutes. I see my vanity and it is not fixed I go to my husband and ask where are they because they never drilled my vanity back on. COME to realize the workers actually left and are not coming back.

I don't care that we signed saying everything was here. They still had a lot to finish and they kept trying to distract us! We ran outside but their truck was not in sight. They never finished. They lied and said they were going to get the drill from the truck and never came back, as well as never answered his cell phone! This is completely illegal. I asked and paid for certain services to be done and they were not completed! Now me and my husband are driving around the neighborhood trying to find them.

The funny part is they most likely had this planned! They knew very well what was not completed and what needed to be redone, because he told my husband he was coming back, and clearly left on purpose! So the best part of all was not only did we waste money for our items that we needed and our pots and pans for Thanksgiving we had to go spend money on a drill! If this was you, you would want your money back as well. This is unfair and unprofessional. This is the worst moving company ever existed and I suggest you shut it down.

They offered 10% off and have me some line about hassle to load truck, find new movers etc. NOW we sit here at our delivery destination on the right date waiting. We were told if any delays because of weather or delivery they would call. At 1 pm I'm calling wondering where my household good are just to be told it won't be here for another 5 days!!! This company is a scam, I tried asking for the boss or owner and he kept saying he is the boss and there is nothing I can do about it!!! I'm sitting in here with my family in an empty home for another 5 days!!! DO NOT USE THIS COMPANY.

I recorded the customer service guy Chuck from United saying that for that inventory Luke should have not gave such a low binding estimate. He said since the driver left I would get my money back. I have all that recorded. This was sent on Sept 25th. I have the email where it states the money would be refunded. Then said it would not be refunded because I had to end up using another company because they left me stranded.

In the process the driver dropped a box containing my mother's record collection. I was enraged. My mother had just died and now I am dealing with scam artist at the 13 hour to move her stuff because I needed to get home to my children. So I was forced to agree with the new cost. When they finished loading the storage they went to my mother's house. At her house they hired two guys off the street. One of which you could smell the liquor coming off of him and another that seemed to be high on something. The two newly hired street movers had asked me did I need help and I told them "No I don't. I want the movers that I hired to move the stuff because they are insured". The Driver still hired them and let them move the belongings even though I expressed my concerns.

I emailed the broker twice with pictures of this incident including the original movers picking up the record collection and of the street movers. The street movers dropped boxes as well and the driver told them to be careful. I was livid! I was told that they would escalate the issue to the management team. Never heard from them. I called back on 10/3/2017 and spoke with a gentleman who said he was aware of the situation and the management would reach out to both myself and the movers. STILL NOTHING.

Today 10/8/2017 I got a call from the movers to find out if I was ready for my things to be delivered and that they are still charging me the full balance and that they stand being their drivers and the decisions they make. I was even told that I was lying because the driver said he knew the two guys he hired. But he offered me a $175.00 discount and I was told that in order to get my belongings I needed to give them the full balance prior to the stuff being brought in the house.

The driver was very obnoxious, yelled at me, refused to come back to my home with appropriate furniture. He also ruined a great deal of community property here by driving truck over it. I paid over 15,000$ for this move and now have to hire another moving company to make this right. They stored remaining things so that there is no way for me to see them and file claim in 90 days against what I am certain I will find as future damage. This company absolutely ruined what I had spent 100's of thousands of dollars collecting. And only cared about getting to next job. The driver was a guy named Jim **, Make sure never ever to use him. I have NEVER had a worse experience.

Office staff did a fine job for us, but upon arrival day, lo & behold, a Mayflower truck pulls up. Nice! What a nightmare! Our items were co-mingled with another family's & at least 15 cartons & plastic totes were not to be found! Most of our furniture was dinged & dented not to mention the ceilings & walls. And I was most generous with a tip in Chicago but not in Nevada. Took us months to finally figure out the contents missing. I lost some antiques & tools. My wife lost fine clothes & family heirlooms, among other things. Merry Christmas for the lucky "finders"!!! Well, one item of note, the claim settlement was quickly settled. They must ** all the time, this seems to be their MO! Can't fault the Front end, only the storage to transfer to others to Nevada leg. That's why only two stars! Go with another company. This shouldn't have to happen in this day & age!

I have flights booked, family & friends inconvenienced, and United could care less. I asked to speak with a manager, & they wouldn't let me, said ALL the managers were in a meeting?! Still haven't received a call back from one yet. They'd better plan on giving me a huge refund, because I'm letting every person/social media site know how they operate.

The movers had to keep asking me if the items belonged to my parents since stuff was mixed up. They had put a treadmill on top of a handmade dining room table to hold in place with a clay pot below, making the table look like someone took sandpaper to it and of course the clay pot was shattered. They did not wrap the antique chandeliers (which we were told were going to be crated), 2 out of 3 broken. Dining room chairs broken. Crystal broken. Antique snuff jars broken. Not to mention a number of other items broken. They mismarked boxes. Boxes said a room and contained items from another floor or said specific items where were not in the box. Items were taken apart so a top was in one box and the bottom in another. You had no clue where anything was. All the boxes have been emptied and stuff is still missing.

Did they steal it or just lose it? All the boxes according to the sheet made it but all of the items. I called the owner of Liberty Group and he has yet to return the call. I emailed the president of United Van Lines but he has yet to respond. I will NEVER use United again - sad that Dad paid extra to get the worst service possible.

Yesterday I called & got hung up on because the recording said all reps were busy. When I called back, this girl told me United wouldn't call till 1 to 2 days prior to the move! That's unacceptable. Someone can't plan their whole move not knowing if it's set in motion & what time they'll be there. Next, she said the movers may not come till the 20th! As I reread the contract, it shows the "requested move date of June 19-20th". I understood it to say that the 19th is when they're picking up the furniture and the 20th would be when the furniture would be delivered. The first girl said originally told me the furniture could be delivered as early as Tuesday (20th) or as late as Thurs or Fri., which I was ok with.

I nicely explained to the 2nd girl that we originally set it up for the 19th and I had to be out that day, that I couldn't do it the 20th. She got very short with me & said she can't change anything once I signed the paper. Then she hung up on me! Then, I emailed Vanessa who I first talked to and gave her a full explanation. She gave me a short, terse reply "You will hear from the movers 48 hours prior to the move". We are repeat customers. We used United a couple years ago with no problems. I don't know what's going on now, but I'm really not happy at all with their customer service. I am very disappointed in their customer service and haven't even gotten the move yet. I would not recommend them for their lack of customer service.

We finally got the storage unit loaded up, went to the next stop, loaded up there, and then they were following me to my apartment. They took the wrong exit, so I called them, and they said GPS told them to go that way. They then got lost, and proceeded to take another half hour to arrive at the apartment. After all that, they asked for the money, cash only, so I had to go to the ATM. One of the movers had the nerve to say, "Don't forget our tip." Anyway, I brought back the cash, put it on the counter. At 11 pm, they came to me and said they would need more money. I told them I was not paying them more, as they had wasted well over an hour's time so far. So they proceeded to tell me that they were going to stop. I told them if they didn't get the couches up, I was not paying them a penny. So they brought the couches up, and then they left.

There were still about 30 items downstairs in the middle of the complex parking lot that I had to move on my own. Fortunately, they left their dollies there, so I proceeded to use one to get the heavy boxes up the stairs. They then came back for the dollies and I said I was going to use one to finish loading the heavy stuff and bringing it up the stairs. The mover proceeded to yank the dolly from my hand, went outside the apartment, and threw it down the stairs. Mind you, this was after 11:30 pm, with a metal dolly and concrete stairs. They then left, and I had to bring the rest of the items up on my own.

I called the company the next day and they assured me these men would no longer be working for them and I hope that's true. However, this was my experience, and I would not recommend using this company, despite any "deals" they may offer. They will for sure add that discount back on in the time they take to get the stuff moved. I will NEVER use these people again.

The people buying the home were furious and seriously angry! It caused complications all down the real estate line! The "brother" ended up stealing my garage sale money!!! Yes he did!!! The trucker was packing so furiously he slip big mirrors in between mattresses with no packing, so I called right that minute and said... "just go on notice the mirrors are going to break!!!"

My son and I ended up packing things in boxes that we had paid to be done... but the things we packed did not break. The other items... lots of items broken. Missing items, I have pictures!!! They don't want to pay for anything but two items on my list... Then why did I buy insurance... Now, after three months of trying to get a settlement, they are not returning calls. It's been since November and they just are ignoring me. I'm not going away. I'm going to seek outside counsel. There were so many more problems. I can't list them all... but lack of any kind of customer service. It's like they take the money and run!!!

I made a claim and they sent a repairman to assess the damages. He canceled the first two days because of bad weather and the third day he showed up. I had to take three days off for the repairman. When he sent in his assessment into United Van Lines they said his assessment was of no use because he does leather. I took three days off for this. Then United Vans said they would have their expert assess the damaged by pictures I sent to them in Toronto. Seriously by pictures. They also wanted my invoices of how much I paid for my things and I sent it to them. The amount they want to give me nowhere comes to what I paid for my brand new furniture.

They want me now to find someone to come and assess my broken furniture. I paid them to move my things and now I have to do the work. My things were moved here November and it's now almost March and nothing is done.They want to get off with this, poor customer service and customer satisfaction. I will never use them again... nor should you.

Updated 05/19/2017: I gave this company the opportunity to rectify my situation instead they decided to send me an 1,800 ck and get my case off their desk. I will be sending you pictures of my damaged belongings (90%) and of the missing items. They said I packed my things? I have photos of the cartons that are still here at my home that they claim I have disposed them. A million dollar lawsuit will now be filed due to them not sending a qualified individual here to review my broken items. You as the Consumer Affairs have more than enough complaints and evidence from many clients that moved from March 2016 all the way to now May 2017.

We are not all making this up. I'm about to dig into how you actually handle these cases as well. I paid a lot of money, paid extra insurance only to find my instruments are broken, one stolen and I'm living in an empty house for over a year. It's time to file the lawsuit. Please look at my last complaint. I'm not going thru arbitration with this company. They are at fault and need to take full responsibility for their abuse with my personal belongings. I think Consumer Affairs should place a phone call to me. I'd like to know what you have done so far. Thank you.

I called United Van Lines to schedule the move, and then they informed me that they had severed ties with the storage company and my furniture had been moved to a city about 45 miles from Fresno without my permission. They said they would still honor the contract, and I was set up with a moving coordinator. Got the time and place all set up, and was asked to travel to Fresno to "inspect" my furniture. I flew up and got a hotel, and then traveled to the "new" storage facility about 45 miles away. I was shocked as my GPS took me to a dingy place on the outskirts of this little town. When I pulled up I could see the wooden lockers which contained the stored furniture just placed randomly in fields. United Van Lines showed up, and the owners of this "storage" facility and they were shocked that I was there for my furniture. Apparently even though the coordinator scheduled the pickup, she had failed to inform the facility.

Needless to say after a heated discussion with the facility and United, the facility called the owner who threatened to have us arrested for being on private property and United called back in the drivers. I did not get my furniture and was asked to leave the property. I returned to Az, and after daily phone calls with United they found a new driver. The old driver was not allowed back on the storage property, and my move was scheduled. A local moving company picked up my belongings and they were taken to a United holding area, awaiting transportation to AZ. 6 weeks later I got my stuff, and I couldn't believe the condition of many of the boxes. Boxes were missing, but they claimed it was because of the move the storage company made, and items were damaged.

In July of 2016 I was assigned the claim adjuster Lindsey **, once I filed my claim. Talk about a nightmare... She sent out a restorer who colored in all the scratches on my damaged furniture, then scheduled a pickup of a formal dining room table that was too damaged to be touched up. 2 months later I got the table back with more damage to it than when it was sent to them, so I called her and she told me it was the responsibility of the restorer not United (there is a giant number 5 etched deeply into the center of my beautiful table now).

Finally got the letter back about the rest of the settlement, for damaged and broken items. I got no compensation. She claimed that the artwork that was damaged was packed by me (wrong, I paid extra for it to be packed), she claimed I packed the boxes and didn't provide proof of the damaged boxes (wrong, I told her I had them and she never wanted to see them), and finally to get her to return a phone call is a joke... I'm still waiting. A $6000.00 move ended up costing me over $10,000 and I am about ready to call it a wash... Please take great care if you choose to use this company... and as an afterthought, anything sentimental you do not want this company to handle, they do not put a value on that.

The movers arrived as agreed upon with respect to date and time. When the two guys arrived we were immediately informed that "they're one man short" but that they'd get the job done. They seemed to be professional and efficient; in retrospect now we're not so certain. They loaded their smaller truck which they told us "would be reloaded into a larger, 18-wheeler that afternoon". We went over the inventory which involves the driver affixing numbered stickers to each and every box and item we shipped and logging the item based upon the number. They drove away with the contents of our NY home and we hoped for the best.

The first sign of trouble occurred when we did not hear from our move coordinator. We were told that he'd follow-up with us the same afternoon that the movers arrived to take our shipment. He did not. In fact we did not hear from him for several days; I reached out via email and received an "out of office" automated response. So much for the promised communication and truck tracking. We did eventually hear from the coordinator, only after I contacted him (never pro-actively on his part) and he was "unable to provide us with a delivery date" until shortly before the delivery. So much for tracking the truck and "Regular updates".

When our shipment arrived at our new FL address, within the agreed-upon time frame, we experienced the major issue with UV. The driver of the 18-wheeler informed us that "many of our boxes had been repackaged to save space". I'm no legal expert but I would venture to say that repacking pre-inventoried boxes completely invalidates the entire inventory process: we were short boxes, we couldn't find items that we packed and found them in other boxes, etc. Additionally, we received several of our items with no inventory stickers affixed to them. So much for accurate inventory. We shipped very little furniture. The pieces that we did ship were in new to good condition when they left our NY home. After they were unpacked in our FL home we discovered that a new, undamaged desk had suffered chips and rather significant scratches to all its legs; a baby crib had suffered significant nicks and scratches as well.

When we brought the damage to the driver’s attention he had us indicate it on one of the many UV inventory forms; he then showed us that "the guys in NY" had indicated that the items were "Damaged all over" when they loaded them. Outright lies. So much for trust; when we reviewed the UV inventory sheet the guys in NY had indicated that every piece of furniture was "scratched " and "badly worn all over". The forms use abbreviated codes, "SC" for scratched and "W" for badly worn with location symbols indicating where. It's extremely easy for UV to get away with this practice; unless a customer carefully examines pages upon pages of shipping manifest, line by line, as the items are loaded on the truck this will go undetected until it's too late. DO SO!

As we checked-off the items on our copies of the inventory sheets there were several items missing. We were assured by the driver that the discrepancies were due to the repackaging. At this point we were stuck, the inventory list was worthless, and we needed to move forward. The truck left and then we began to discover that many items that we shipped were outright missing. Whether this was due to inept employees using a clearly flawed inventory system or outright thievery we will never know. We are in the process of filing a claim with UV to recoup some of our losses. Be VERY careful when selecting Liberty Movers and/or United Van Lines as your mover. Do your research, ask lots of questions, and be diligent when your items are being shipped and received.

They arrived 3 weeks late at the destination so I was doing 24 hours hospital shifts in a house with no furniture, that's right slept on the floor for almost 3 weeks. They had an ongoing commentary during the move that my neighbor overheard and filed a complaint with the company as they were so vile she did not want her grandchildren to hear. If you call customer service it is a complete joke. They are already angry with you that you are taking up their time by calling. The items broken were numerous. They packed a ceramic lamp upside down in a box and wondered why it arrived shattered. I had all my jewelry in baggies taped inside a cabinet so it would not get lost. They opened the baggies and through the jewelry in the bottom of a big box with a bunch of linen. Just loose in a box. So my earrings and all else were gone. I could go on but you get the idea. Use ANYONE ELSE EXCEPT UNITED VAN LINES.

Now it gets better. We get a call that the 'driver' fell through and could they ship the items via cargo in large crates. I was assured that this method would get the contents to SC quickly. It took them 3 weeks to get my 91 year old mother's furniture. When they finally arrived (late) the first thing the driver asked me was if there was a place his guys could walk to as they had no lunch yet!!

Then they wanted me to stand in the 98 degree sun to check the upside down boxes as they pulled off truck. But the inside man also kept calling me in to ask what room they should go into. They rushed through the load, had me sign that I received all boxes and in good condition before I could even unpack or inspect. They left the shrink wrap around the couch and recliner and tried to leave before placing heavy furniture in correct spot. They also left two items that I told them did not belong to me. Needless to say that there was damaged and missing items. I filed claim and they sent an inspector. They paid out for damaged items but not for missing boxes or a lamp that broke that was very carefully packed and marked fragile. It was one of the upside down boxes mentioned above.

They had absolutely no concern for the customer who is missing their two items that I got even though I gave the tracking numbers on the items. Their response was 'no one filed a claim for said items'. Perhaps they will as they are Christmas treasures and it was only September!! All around very unprofessional service from a company that was hired because of their good name. As for the other household, they met our expectations by taking only 12 days to deliver and damaging some of our things minimally.

So if you are thinking of making one of the most stressful decisions of a lifetime, BEWARE!!! You will be required to oversee their job from beginning to end. You will need your own team to check in boxes and another inside to direct where items go. Another should unwrap and inspect. Do this before signing that you have all boxes. UVL does not hire enough people to do the job effectively which leaves you with a job to do that you thought you hired and paid them to do.

When we got the boxes to the apartment, we found that a large moving box containing our clothes had not been provided to us. As a result, all we had to use for the next few months were the clothes we packed for our 4 day trip to AZ. We immediately contacted Suddath about this problem, as well as the fact that they were in a hurry and very careless with our items and had actually damaged a lamp, and they accepted no responsibility, saying that we should contact our move United coordinator, Nikki **, at Mergenthaler Transfer in Helena to report the problem. We did that immediately and also filed a claim. Despite calls to Mergenthaler to check on the status of these problems, they have not gotten back to us. We also have contacted the United Van Lines customer service center to report the problem. The first agent (Bob) said he'd check on it and get back to us and didn't.

I called again this morning and they said that they are not responsible at all for the problems. Since the location of the subject box is unknown and could potentially be buried up to 20-25' deep, we offered what I considered to be a fair deal. They could either pay Suddath to unpack our goods in search of the clothes box, or we would accept a reasonable payment ($300) for the lost box of clothes which would allow us to buy enough clothes to get by until our house is completed.

They claim no responsibility for their blunder or any damages that may have occurred (which we won't know until we unload the shed) and said it was our responsibility to again contact Mergenthaler regarding the damage claim. United personnel are exceptionally rude, uncaring, unresponsive, and unwilling to accept any type of responsibility for their actions. Too bad we had to pay the entire cost upfront, but then thinking about it, there's method to their madness.

I contracted with Bohren's / United Van Lines (Robinsville, NJ) after getting estimates from a couple of other major moving companies. One of these companies wanted to charge over $8,000 just for storage alone because our items would have to sit in storage (either in our old state, or in the state we were moving to) for somewhere between 10 days to 3 weeks. Bohren's gave a fairer estimate and the cost of storing our property was only about $2,000 for about 9 days of storage. The cost of the move (for approx. 10,000 lb) was approx. $5,000 - so the total move was about $7,000.

Overall, Bohren's service was very good but there were definitely things that the estimator overlooked (or, things he had no control over or could not correct in time). We had a contract (to save at least $2,000 to $3,000 additional cost) in which WE would pack all or most regular items (books, clothes, some electronics, etc.) and Bohren's / United Van Lines would pack all the large items and breakables (TVs, chairs, lamps, bedroom set, couches, etc.). Their packing was excellent, and so was the actual move onto the large truck for the day the items would be moved to storage at the United Van Lines warehouse. The following are the problems which occurred AFTER the items were in storage and nine (9) days later moved to the final destination:

1) The United Van Lines packer used a particular color sticker to mark all the boxes he had packed (and each had a specific number so that the box could be identified easily when it was later unpacked at our new house). Problem was that the moving company that United Van lines had in the new state we moved to had their OWN system of marking the boxes. They used three or four DIFFERENT colors than the packer had used AND a different numbering scheme.

On the day of moving into the new house this created a big problem because the lead supervisor did not know how to handle this disparity. So both the mover AND myself and my wife had to keep checking off a sheet with the color of the sticker AND its number - in order to put boxes in the proper rooms and make sure that nothing was lost in transit from the warehouse! This was very tedious and time consuming as both the movers and I were bringing these heavy boxes into the house from the truck. We had over 90 boxes of items!

2) We closed on our house on December 15 and planned things out to drive (8 - 9 hrs) to the new state, close in the afternoon and then stay overnight at a local hotel and go to the new house the next morning. Because of this planning we setup the delivery of our house items for December 16 - and we told the moving company this plan. From what we originally understood the date was set for December 16. But on that day the movers did not arrive and when we contacted Bohren's / United Van Lines they said something to the effect of the delivery date "not being set in stone". That is, the industry standard is a 1-2 "window" around the set date and that our items would be delivered the NEXT DAY, December 17.

So we had no furniture, pillows or other bedding items for that day / night. INSTEAD of having our items and starting to settle - we spent the day going to the store to purchase blankets and pillows so that we could sleep on the floor of our new house that night (we really did not want to return to the hotel for one more night...).

3) I listed the confusion that came from the company's box labeling issue (different system used by their packer at our old location versus the system used by the delivery group they contracted with at the destination location). This caused much extra work and probably added at least an hour to the overall delivery. Because of that it started to rain just as the final items were being moved in - but almost everything made it into the house without getting wet. Also there was some damage done to an expensive bedroom set. However, it was a medium size gouge on a leg that cannot be seen. The company definitely offered to have their professional services look at this and repair it, but we declined and repaired it ourselves.

The topper for me was that the estimator gave me a promise (their motto): "If we take something apart, then we put it back together at the destination" Period. The movers did put together most items (bedroom set, one of my stereo stands, etc.) but when it came to one particular stereo rack (wood, with 4 glass shelves which insert) the supervisor refused to put this item together - even though I told him what the estimator said and that THEIR movers took the item apart - I did not do it myself. They called the company but we could not get hold of an office admin or supervisor at that time - so I had to give in say I would take care of the stereo equipment myself. It was not the idea of doing it myself (I had originally assembled the unit myself when it was originally purchased) - BUT THE PRINCIPLE that either I was lied to or miscommunicated to by the estimator.

In the end all of our items were moved with reasonable organization and minimal damage. Moving out of the old house was definitely organized and the company made it less stressful than expected. But the move into the new house was not as organized as it could have been and was a bit stressful. I think many other moving companies I have read about can be outright deceitful, incompetent, or both. In this case, Bohren's / United Van Lines was above that level and has some decent personnel to work with - but they still have a ways to go for organization skills and A+ service. We only have a choice of whole stars to give as a rating, but my OVERALL rating of my moving experience and Bohren's at this time is 3.5 stars. Hopefully this will help some readers.

We talked to Tiffany ** and asked if the delivery could be postponed off the 27th. She told us no and that we would have to have it put in storage at $6500.00 per week because the driver had to be in Virginia for another delivery the next day. We rented a storage unit and had our belongings delivered there. The driver arrived in the morning and said that he couldn't deliver all our belongings because the front half of the trailer was loaded with another customer in Virginia. We were not told that our delivery was being split until the driver told us and then he told the workers he was due in Virginia the next day, but was going to take the next day off and then go to Virginia. We called Tiffany ** and she said the final delivery would be in the first week of August.

Well it did not happen and we called again and talked to Zahra because Tiffany had been promoted. She said the belongings would be delivered to SC on August 19, 2016. And delivered to our house on August 22, 2016. I called Kathleen ** who is Quality Assurance and told her what was happening and that we had a binding contract and also I quoted assorted parts of the AMA pamphlet.

Also on the contract it said it was a Guaranteed Pick-up and Delivery Dates - Daily Allowance (if applicable per tariff, 3500 pound minimum): $100.00 per day. Kathleen said it did not apply to us. I told her it was on the contract and that I wanted a copy of the tare ticket to build a case against the company. She said she couldn't do that because they did not know the weight of our second load. I told her that the Department of Transportation would be interested in the fact that they were shipping belongings across state lines without knowing what the weights were. That night she e-mailed the weight of our belongings to my wife and it was over 4,000 pounds.

I called Kathleen today August 19, 2016, and was told that the delivery to my house was postponed to August 25, 2016. I am going to take them to arbitration and ask for payment for broken items and the late delivery whenever we finally get it. This is the worst dealings with a company I have ever had. If we are not satisfied with the ruling we are going to civil court. I talked with the Federal Motor Carrier Safety Administration Customer Complaint Department and was told to continue through the process.

Updated on 9/7/2014: My wife received an e-mail last night saying that United Van Lines were denying our request for the late fees. The rest of our belonging were delivered 23 days late. They said the part of the contract which states that late delivery of $100.00 per day did not apply. The contract says that the minimum weight to qualify for the late fee is 3500 lbs. We took the shipping order off of the shipping crates which shows we were over 4000 lbs.

When they opened one of the crates there was a line of three boxes which were labeled (fragile and handle with care). They were split down the sides and smashed on the tops because I have a railroad scale which weighs over 200 lbs. and it was set on top of the boxes. My wife took a lot of pictures. We called United Van Lines today and was told that since the claim was denied, there was nothing more they could do. I called the American Movers and Storage Association and told them what was happening. They said the next step is to go to Federal Arbitration and he sent us the form to fill out today.

The driver came on the scheduled day and his truck was already half full. He immediately said he would not be able to pick up the entire load because he was told there was only 13,000 lbs. Turns out the load was 18,000 lbs.; as we originally thought. Bohren's moving and storage came the next day, in a Bohren's truck (not a United Van Lines truck), picked up our remaining belongings, took them to the Bohren's warehouse in Parsippany, NJ where, after 3 weeks, our remaining belongings continue to reside.

Our mistake was that we trusted Bohren's Moving & Storage, and United Van Lines. We paid in full after the driver said he would deliver the balance of our belongings the following Monday. The original load was delivered on 8/1/2016. It is now 3 weeks later and the only thing we can get out of anyone regarding delivering the balance of our belongings is "tentatively 3 or 4 weeks later". These folks are the worst movers ever. Don't do business with them.

I am so frustrated and not to mention financially strapped because of the hotels. This company thinks that a family of 5 can eat and live in a decent hotel for 100.00 per day. To top things off, when we finally received our furniture, there were damages and the staff rushed to put things in the house. Beds were not set up properly and some things they just decided not to do. Granted it was a long day but the staff had a job to do. Now that I've filed a claim, I can't BUY A PHONE CALL FROM THIS COMPANY. I am tired and disgusted and will never use United again. I also plan to report this company to the BBB.

If a guy named Ed ** tries to sell you on their service, run for the hills. Once he has his sale, he has no interest in helping if there are problems. He simply sends you to Celeste, who basically ignores you. Terrible service. If I could give it a -10 stars, I would. Oh, and corporate United Van Lines is no help either. Diane pretends she cares, but is only concerned about getting rid of you so she can go on vacation. Meanwhile, my family sleeps on a floor for a week.

Lied to about the delivery timeframe. Lied to about the truck being driven instead of put on a train, and lied to about the temperature control of the trailer. $30,000 spent for the move, and all they will offer is $100 per day they are late. Did I tell you my credit card has already been charged for the full amount? Of course it has. They will hold my belongings for ransom otherwise. United Van Lines and its affiliate Liberty Group is an example of what has gone wrong with business in America. Use them at your own peril.

Also, we had to contact UVL after the claim to even find out this contact that was going to review the damage of our items. Also, they said the items would be delivered on a certain date and never came. We had to keep calling to find out when the items would be delivered. Overall and double negative experience. Do not use United Van Lines if you value your belongings. The damage was so unnecessary and showed that they are unprofessional and do not care about personal property. Mr. Case P. Ellis, the Chief Operating Officer of United Van Lines, how is your company still in business. Please see my claim **. How do you sleep at night?

I called United Van Lines to file a late claim, which is $100.

A day beyond the dates in the contract and after speaking to 2 people they said we had 3000 lbs coming and "you can only claim if it is 3500 lbs or more." They were extremely rude and tried to tell me I received what was most important. I did not receive any of my clothes until the second truck. That is important to me. Suddath never called me to update me on the second load. I initiated every call. When the second truck finally arrived I told the movers the item I cared the most about was an antique rocker my mother had given me. As they opened each bay on the truck it was not there. Finally the last bay had it. The movers moved some items and it toppled out of the truck and broke the runner of the rocker.

They gave me the name of someone to call for repairs. I called her and she said not to call her call Suddath. I did call them and they emailed me with a form for repairs. I was contacted by a claim person to come and inspect. I thought he was a repair person. He said he was coming to inspect alleged damages and to make sure I did not break it myself to collect on. They also broke part of our foosball table and a handle is missing from an antique buffet. Moving across country is full of stress and this company United Van Lines/Suddath made it 10 times worse.

And here comes the surprise: Literally the day before moving, when everything was packed and ready to go, and the apartment keys were to be delivered to the owner, they called me to tell me They DIDN'T have a TRUCK for tomorrow!!! I thought it was a joke until it hit me. Had to believe this happens with a national company that charges so much. It turned into a complete nightmare. DO NOT USE UNITED VAN LINES NOR SUDDATH. Save yourself aggravation and money. They are the worse!!!

Another complaint is that when the unload was completed, there were 4 boxes that were unaccounted for and our dining room table was damaged. This was all noted on the paperwork. As they were leaving and giving me my copies of the paperwork, they sort of 'forgot' to give me my copy of the missing and damaged item report, so I had absolutely no proof. Shame on United for such irresponsible actions.

Well, once they got their money and I realized I was bamboozled on how the insurance coverage was conveyed to me, the packers/loaders did not take the time and effort to somehow bundle or make it easier to unload garage and shed items (see before and after photos and that was only a small fraction.). Now I have to take everything shovel by shovel, broom by broom when I PAID FOR FULL PACKING on a $15,000 move and I'm treated like garbage, belittled by the pompous GM and put off by our "account rep". If that isn't bad enough, I was informed my cu/ft was around 2300. So I rented a 10x30 storage shed. Do the math. 3000 cu/ft.

Well, I had to rent another 10x15 unit because obviously the estimator had no clue what he was doing and/or rushed the process and now have a $340/month storage bill when I could have rented a 10x40 and saved a lot. I also didn't need the 10x15, only a 10x10, but when I asked the "PROFESSIONALS", they said "a 10x10 would be too small". Well, the 10x15 is about half full. So they have cost me even more money. At the end of the day, I am left holding nothing and now that my items are in storage, I was misinformed about insurance. Our HHG are now not insured and on top of it all, I had to ask for receipts on our payment.

Like most businesses, all they care about is getting their money (upfront, and I suggest you tell them to pound sand and not pay in full until you have received your goods in full and have inspected. I didn't bother inspecting because I am not insured and it would be a waste of time, so after the 4th time handling my goods, I'm sure there are broken items, missing hardware because I have no clue where that is and nobody really seems to care if we are able to put our kids' cribs back together, our dining room table and every other thing they decided they would take apart. Do you think this company cares? No. The only reason I am giving a one star is because of how the office staff treated me. I took care of the workers. Gave them lunch and a modest tip. I wouldn't even give office personnel a drink of water after the way they treated me.

FOR THOSE WHO CHOSE TO USE THIS PATHETIC COMPANY, make sure you fully understand their insurance requirements and watch them like a hawk, because I was also not informed I had to stand there and check off my inventory list one by one. Once I realized nobody was doing it, I asked and was told "everything was on the truck. It was locked and sealed." Well, that gives me a real warm and fuzzy!!! Again, I paid 15,000 to have a mover do the work, not me.

ALL PREVIOUS MOVES WITH OTHER MORE REPUTABLE COMPANIES, I stand there as they check the items off, tell me what's in them and I decide if I want to inspect for damage. Not the other way around, so be prepared to pay a lot of money and do a lot of work yourself. I was taping up loose items to make it easier on the guys unloading and for me when I have to load everything again. Also, I found it odd that a United Moving company would use a Mayflower trailer to load and deliver. Shady at best!!!

Bottom line, office management needs to change their attitude and improve communication because to sum it up. YOU SUCK! Look for another move. Not that you have any good choices... kind of like the upcoming election. The end result is the same, it just depends on how much pain you want to endure getting to the end. Field guys 5 stars, management gets the one star on their review simply because they are management and a reflection of the company and if I didn't make it clear before. YOU SUCK! *I have no receipts to add because I have not been provided any yet.

It is our belief we got a sub-standard crew that were not properly trained and did not match up to the assurances we received from the relocation specialist on how the move would be handled. Bait and switch comes to mind. Movers acknowledged and we witnessed a framed print being damaged during the move in. Company refuses to pay for the damages. Slick sales presentation - poor customer service. I would recommend future consumers looking to secure services with this firm to record the sale on video to make sure you get what the Schroeder Movers/United deems as "professional" service.

Was charged for 3 flat screens to be packed and weren't when they left my home, just put on the truck. That fee was posted the day of the move and no packing fee on estimate when given to me. If the TV's were packed where were the cords when they arrived here in Florida, to me lets me think never packed, yet charged for packing. I am missing things and this issue is now in the hands of insurance. My dining room table was scraped as that too left the house not in blankets and not even taken apart. That I did question at the time and told it would be taken apart before it goes on the larger transport truck. There again just like my TV cords the parts to assemble the table didn't arrive with the table.

Will say the insurance to date has sent and repaired the damage done to my table as well as bed frame and headboard that was also scraped. Didn't hear yet on the loss of other items but know they are looking into it. It's just the actual move where I had charges that were questionable to me yet United says they were done. The discretion of a driver to use a smaller truck added $619.00 to my bill as well as $216.00 for TV packing. Really if packed where did the plug cords go?

The driver that delivered did in a few days did get new cords and parts to put the dining table together, appreciate that, but if packed and wrapped no damage would have been done and no parts lost and when I disputed at least these two charges they said they couldn't be disputed. I have sent the letter to United Van Lines 1 United Dr. Fenton, Missouri, 63026 and copies to BBB and Division of Consumer Affairs both in Charlotte, where my move started.. So putting this complaint here as well. Others planning to move choose carefully and know all your fees up front. On estimate never saw a packing fee. Thank you

At delivery, which was a week late, the sleep number bed was the first thing off the truck. The individual pieces of the mattress were stuffed in my mattress pad and carried in. All the tools were mis-packed and were all damaged. All the boxes we packed made it just fine. All the items they packed were all damaged. I am still fighting with the insurance company to get payment and they do not return calls or emails. We submitted a claim for $7,000 and they tried to pay $1,400. They said they couldn't prove the bed was damaged by them since it was put together by them so I could sleep. The damage was noted on their delivery forms when delivered. The bed leaks and the controls were broken. The bed was only two years old and cost close to $4,000. I was told by the insurance company that they do not see the delivery forms in order to make their decision.

Our family heirloom clock showed up eventually but was announced to us by the truck driver. He had no idea of the value. Be aware that United Fry-Wagner will try and recover charges that they incur along the way by sending you a bill for "unbinding" services even though you pay in full at delivery for the amount requested. The only individuals with common sense and courtesy were the packers and drivers we met. Upper management did not care about the underwhelming customer service. Their packaged response was "that is how we always do business."

Many broken, scratched, and MISSING items. In one example we received half of the contents of one dresser drawer, but not the others. Still waiting for the claim to be reviewed on the household items. They moved 2 cars as part of the move. They had the cars for a month. Delayed delivery twice, no showed once, and eventually delivered the cars. Both cars are antiques and were covered in black, greasy handprints. As a result of being inside a carrier at high temps the older of the cars sustained significant damage. Claim denied because there was no evidence of denting or rubbing in the areas of paint/fiberglass cracking. To compare, I shipped a 3rd vehicle through a different carrier. United Van Lines charged $1800 per car and took 1 month to deliver (NY to FL). The other carrier charged $600 and delivered in 3 days.

Oh then they take my things to Georgia where they will place on another truck for delivery. WHAT? I was 2 miles from Florida line and you're taking my things to Georgia. Now they're telling me I may see my things 10 or 11 days later and have the nerve to charge me over 5000.00... I have a job. I have to work... things being delivered Mon or Tues? What? You have had my things for over a week... I should get a discount for NOT having my property timely... I'm so upset and no one seems to give a crap about it. I will never use this company again nor will I suggest your company. At the very least, I would expect a call from a Manager who can fix this today!

Part of the package was to pack some pictures which we paid over $500 to have done and the driver refused to do it. At the end of the day he shut the truck doors and said he is no longer taking any more items and left many things. I had to get on the road to drive across country and they left me high and dry. I had to leave behind many items sitting in my driveway. Geiger Moving & Storage (United) misquoted the size of the job and the driver took it out on us. United delivered our household items and furniture. There were many things that were broken. We put in a claim for the tile steps and broken items and they did not reimburse us one penny for the broken steps. United Van Lines and Geiger (United) said that the Driver said the steps were broken before they got there which was a complete lie. It cost us over $800 out of our pocket to repair those steps.

We had over $7000 damage to household items and furniture and were reimbursed $1800. They did deliver the rest of the items on a separate load. If you care at all about your personal items and furniture I would not recommend Geiger Moving & Storage and United Van Lines to be your moving specialists. We have moved over 20 times and never had a situation like this. Beware!