UniGroup Relocation

Initial Business Response / [redacted] (1000, 5, 2015/06/04) */ I have reviewed the complaint filed by [redacted] Since the [redacted] shipment was transported across interstate-lines in interstate commerce pursuant to an interstate Bill of Lading and United's published operating tariffs incorporated therein, this entire transaction is governed exclusively by applicable federal lawNotwithstanding exclusive federal jurisdiction over the transaction in question, it is United's policy to cooperate fully with any inquiries made by state regulatory or consumer protection agenciesAccordingly, I have provided a summary of the handling of this file for your consideration The customer cites concerns over the denial for reimbursement of alleged stolen jewelryThe amount requested for reimbursement is $United will be re-opening Ms [redacted] 's claim so that an additional investigation can be completed to ensure that all of the proper procedures and protocols were followed during her move and when the alleged incident took placeA new adjuster will be assigned to Ms [redacted] 's claim who will be in contact with her to discuss further

Initial Business Response / [redacted] (1000, 7, 2014/07/28) */ There was a delay getting a driver to pick up Mr ***'s shipment in Arizona which led to the overall delay in deliveryThe shipment was delivered on July 14th, days lateWe were in contact with the customer during the delay and provided him with information on how to file a delay claimThe customer forwarded his delay claim receipts to the Director Government Transportation on July 11thThe package was reviewed, and is being processed for paymentWe expect the customer to receive his compensation check no later than July 28th We sincerely apologize for the lapse in communication, the delay of Mr ***'s household goods shipment, and any inconvenience this caused [redacted] Director, Government Transportation Initial Consumer Rebuttal / [redacted] (3000, 9, 2014/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I did receive my HHGs as stated, I did not receive full compensation for unnecessary expenses incurred due to the day delayMy family and I were forced to spend nearly $dollars in unnecessary expenses because of this companies personnel inability to track and ensure delivery of our HHGs on timeI was compensated with only $If my families HHGs were delivered on the date established by UniGroup, then I would not have been forced to spend $on items we already had in our HHGsI was told by several members of UniGroup that I would receive full compensation for my expenditures during this 14-day delay, not partialI request that UniGroup honor its verbal commitment to the reimbursement of all funds spent over the 14-day period by my family Final Consumer Response / [redacted] (3000, 14, 2014/09/25) */ 9/25/2014: Mediator left voice message for consumer 9/30/Mediator called and left voice mail message for consumer 10/03/Mediator called and left voice mail message and sent email

Good morning The attached is the settlement letterThe settlement is appropriateDespite the fact, customer checked marked everything was received, we ran a trace anyway The trace was negativeUnited is maintaining its decision on the fileThanks!

Initial Business Response /* (1000, 8, 2015/10/22) */
I first want to apologize that your experience with Mayflower did not meet your expectationsI have reviewed your concerns regarding our settlement offer and how they relate with the paperwork associated with your moveThe review of the
inventories show that ** (*** ***) initialed the items on the inventories has being received so we have no evidence of carrier mishandlingWe provided repair costs for the items that could be repaired and paid the majority of the items at the amount that was provided on the claim formWe recommend that you transfer the disputed items to your MCO for review We will gladly with the MCO on any items they feel were not fairly resolved

Good morning The attached is the settlement letterThe settlement is appropriateDespite the fact, customer checked marked everything was received, we ran a trace anyway. The trace was negativeUnited is maintaining its decision on the file Thanks!

Initial Business Response /* (1000, 8, 2015/10/22) */
I first want to apologize that your experience with Mayflower did not meet your expectationsI have reviewed your concerns regarding our settlement offer and how they relate with the paperwork associated with your moveThe review of the
inventories show that ** (*** ***) initialed the items on the inventories has being received so we have no evidence of carrier mishandlingWe provided repair costs for the items that could be repaired and paid the majority of the items at the amount that was provided on the claim formWe recommend that you transfer the disputed items to your MCO for reviewWe will gladly with the MCO on any items they feel were not fairly resolved

Initial Business Response /* (1000, 5, 2015/06/04) */
I have reviewed the complaint filed by [redacted].
Since the [redacted] shipment was transported across interstate-lines in interstate commerce pursuant to an interstate Bill of Lading and United's published operating tariffs incorporated...

therein, this entire transaction is governed exclusively by applicable federal law. Notwithstanding exclusive federal jurisdiction over the transaction in question, it is United's policy to cooperate fully with any inquiries made by state regulatory or consumer protection agencies. Accordingly, I have provided a summary of the handling of this file for your consideration.
The customer cites concerns over the denial for reimbursement of alleged stolen jewelry. The amount requested for reimbursement is $1346.00. United will be re-opening Ms. [redacted]'s claim so that an additional investigation can be completed to ensure that all of the proper procedures and protocols were followed during her move and when the alleged incident took place. A new adjuster will be assigned to Ms. [redacted]'s claim who will be in contact with her to discuss further.

Unigroup aka Mayflower/United is a shady company to do business with. They claim they warned me on a recent move that storage would not be available when my container arrived in Round Rock Texas. They lied.

Good morning The attached is the settlement letter. The settlement is appropriate. Despite the fact, customer checked marked everything was received, we ran a trace anyway.  The trace was negative. United is maintaining its decision on the file. Thanks!

Initial Business Response /* (1000, 5, 2015/06/04) */
I have reviewed the complaint filed by [redacted].
Since the [redacted] shipment was transported across interstate-lines in interstate commerce pursuant to an interstate Bill of Lading and United's published operating tariffs...

incorporated therein, this entire transaction is governed exclusively by applicable federal law. Notwithstanding exclusive federal jurisdiction over the transaction in question, it is United's policy to cooperate fully with any inquiries made by state regulatory or consumer protection agencies. Accordingly, I have provided a summary of the handling of this file for your consideration.
The customer cites concerns over the denial for reimbursement of alleged stolen jewelry. The amount requested for reimbursement is $1346.00. United will be re-opening Ms. [redacted]'s claim so that an additional investigation can be completed to ensure that all of the proper procedures and protocols were followed during her move and when the alleged incident took place. A new adjuster will be assigned to Ms. [redacted]'s claim who will be in contact with her to discuss further.

Initial Business Response /* (1000, 7, 2014/07/28) */
There was a delay getting a driver to pick up Mr [redacted]'s shipment in Arizona which led to the overall delay in delivery. The shipment was delivered on July 14th, 14 days late. We were in contact with the customer during the delay and...

provided him with information on how to file a delay claim. The customer forwarded his delay claim receipts to the Director Government Transportation on July 11th. The package was reviewed, and is being processed for payment. We expect the customer to receive his compensation check no later than July 28th.
We sincerely apologize for the lapse in communication, the delay of Mr [redacted]'s household goods shipment, and any inconvenience this caused.
[redacted] Director, Government Transportation
Initial Consumer Rebuttal /* (3000, 9, 2014/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I did receive my HHGs as stated, I did not receive full compensation for unnecessary expenses incurred due to the 14 day delay. My family and I were forced to spend nearly $2300.00 dollars in unnecessary expenses because of this companies personnel inability to track and ensure delivery of our HHGs on time. I was compensated with only $1300.00. If my families HHGs were delivered on the date established by UniGroup, then I would not have been forced to spend $1000.00 on items we already had in our HHGs. I was told by several members of UniGroup that I would receive full compensation for my expenditures during this 14-day delay, not partial. I request that UniGroup honor its verbal commitment to the reimbursement of all funds spent over the 14-day period by my family.
Final Consumer Response /* (3000, 14, 2014/09/25) */
9/25/2014: Mediator left voice message for consumer.
9/30/2014 Mediator called and left voice mail message for consumer.
10/03/2014 Mediator called and left voice mail message and sent email.