UniGroup

I have reviewed the complaintThe complaint stated there were pictures attached, however pictures from the customer were not attached to the complaintI have reviewed the settlement of your file and the settlement is appropriateI have attached the settlement letter that was sent to youThanks! [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/09/17) */ As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer's request for reimbursement in the amount of $2, They had a Straight Talk Price Assurance Estimate dated August 13, 2015; A Straight Talk Price Assurance Bill of Lading GPPW, which means that the final charges are based on the guaranteed weight which is noted on the estimateThis type of contract includes a weight allowance credit, if the actual weight is less than the estimate weight, in the amount of $per hundredth weight The estimate weight was 5,pounds and the actual weight was 2,poundsThe customer was entitled to and did receive a weight allowance credit The weight allowance credit was as follows: 5,pounds - 2,pounds = 2,pounds divided by = x $per hundredth weight (cwt) = a credit weight allowance in the amount of $A credit card refund was processed to the customer on September 7, for this amount The original estimate given was for 10,poundsHowever, the customer called back and said that they were going to move all their boxes themselvesWe went out again days prior to the loading and revised the estimate to 5,pounds We cannot change the terms of his contract after loadingTherefore, we respectfully deny his request for reimbursement in the amount of $2, Thank you for allowing me to respond to customer's complaint

Hello, Please see attached the response for Revdex.com Complaint ID# [redacted] If you have any questions, please let me knowThank you, [redacted]

Per your request for additional information.I use [redacted] moving company in [redacted] Everything went well until the movers came to physically move meThey damaged my good Maple hardwood end tablesUniGroup sent a person to look at the tables and he was going to use epoxy and fillers to fix themBeing the son of a Master Cabinet Maker I am very familiar with hardwoods and antiquesI have never heard of using epoxy and fillers on good hard wood.The movers lost part of my belongings, especially the coverlet to my [redacted] king size bedIt covers the plastic box springs to the bedI had called [redacted] bedding and got a quote an email from them stating the cost of the coverUniGroup is denied itNow the movers took the bed apart boxed up the mattress and delivered the bed with no coverlet.On the day of delivery the driver wanted $to reattached the legs to my TV, big scam, also my kitchen trash can was missingThe driver told me if you want it follow me to [redacted] ***.This was claim #478-10-UniGroup kept stalling until the end of March when they sent me a check for $to cover the end tablesThe end tables were only to yrs oldI bought them from [redacted] ***I find that UniGroup has no idea of what good furniture isI have read the Yelp reviews regarding this company and they are not good.As you can see from my pics of the damaged tables and what need to be done.I paid for Full replacement value.Thank you in advance, [redacted] ***

This complaint will need to be transferred to the Eastern Missouri Revdex.com for United Van Lines as Mr [redacted] ***’s shipment moved under United Van Lines, LLC (“United’s”) interstate operating authorityFor purposes of the Mr***’s interstate move, Fry-Wagner was acting solely as a disclosed household goods agent of UnitedAs a disclosed household goods agent, Fry-Wagner cannot be liable for damages arising out of United’s performance under its interstate Bill of LadingTherefore, please remove Fry-Wagner from the complaint and forward the complaint to the Eastern Missouri Revdex.com for United Van LinesThank you

Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ I have reviewed the concerns and I see where the adjuster has overlooked some of the missing itemsWe will reopen the claim and establish an advised settlement position Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) It has been over months sense this move and with these same issues I will keep a open mind that they will accept the responsibility for the lost and damaged propertyWe shall see if they live up to there claims

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ As the Lead Customer Service Specialist, I have been asked to respond on behalf of Mayflower Transit regarding the customer's request for $compensation We apologize for the frustration that the customer experienced regarding the delay of the transport of his shipment to WashingtonHowever, due to the high volume of shipments transporting during Peak Season (May through September 15) and the shortage of drivers and equipment industry wide, we used every available avenue to get the customer's shipment to them within a timely manner The customer's has indicated that the shipment was loaded day late at originIn addition, the customer had a delivery spread of August 14, to August 24, The shipment delivered to the customer on August 26, They were entitled to delay benefits of $daily allowance, we do not reimburse for expenses We have processed a delay claim settlement in the amount of $for the day delay at loading and days delay at deliveryThe check # XXXXXX was mailed to the customer on September 1, The delay was not anticipated when the move was accepted nor was it intentional in anywayWe apologize for the delay and regret that we failed to meet the customer's expectationsHowever, there will be no further compensation for the delay based on the customer's perceived level of service Thank you for allowing me to respond to customer's complaint

This file has not been settled yetThe adjuster is [redacted] at the agencyShe is currently working on this file and an inspection has been setOnce the inspection report comes back, that will be reviewed, and a settlement offer will be madeThanks!

Complaint: [redacted] I am rejecting this response because: My initial complaint was the complete delivery of our belongings which was days after the date listed on the contract After the last delivery we checked the items and then filed a complaint online with United Van Lines website for the damaged items On 9/16/2016, I received a call from a [redacted] from Unigroup telling me that my complaint for payment on the delay which was $2,was denied because of a code listed on the contract which referred to their policy book I asked why we weren't told about the code when we signed the contract and why the contract listed the guaranteed delivery dates and the late delivery charge She said that we did not qualify for the delay fee Then she offered us $to drop the complaint (which I interpreted as a buy out) I refused the offer and was told that I had two weeks to change my mind I then asked why we had not been contacted by an appraiser for our broken items She said that Unigroup did not deal with that part of the move I then called [redacted] with Suddath in Florida and was told that they had not received any complaint form on our broken items I said that they had responded to the claim through my wife's e-mail She said she would research it and call me back She called later and said she found the complaint and it had been filed with a different company within Unigroup I told her we were suppose to hear from the appraiser in two weeks She told me to call [redacted] who worked at Unigroup and she would handle the situation We finally saw the appraiser on Tuesday this week and he agreed the items were broken and would file a report by the end of the week So we still don't how much we will be paid on the broken items [redacted] said Unigroup did not deal with broken item complaints but [redacted] said she works for Unigroup and she set up the appraiser Same old run around with no results Sincerely, [redacted]

One of the (5) emails with photos intended to guide driver to pack van accordingly for delivery both at storage and townhouse sent to [redacted] , [redacted] ***, [redacted] with instructions.Other emails sent at:9:30am,10:43am,11:52am,12:17pm [redacted] ***, drove the truck from ***, FL to Cedarburg, WI,had neither seen these emails, not given any instructions, nor did he load the van.He just signed the inventory & started the drive North

Initial Business Response / [redacted] (1000, 5, 2015/09/18) */ As the Lead Customer Service Specialist, I have been asked to respond on behalf of Mayflower Transit regarding the customer's request for delay benefits and concerns regarding her storage in transit charges We apologize for the frustration that the customer experienced regarding the delay of the transport of his shipment to GeorgiaHowever, due to the high volume of shipments transporting during Peak Season (May through September 15) and the shortage of drivers and equipment industry wide, we used every available avenue to get the customer's shipment to them within a timely manner The customer had a delivery spread of July 9, to July 13, The shipment delivered to the customer on July 21, Per their agreement, the customer was entitled to delay benefits of $daily allowance To date, the customer has not submitted a delay request that we require for auditing purposesHowever, I am accepting her complaint as her submitted request and we are processing a delay claim settlement in the amount of $to be mailed out on Friday, October 8, The delay was not anticipated when the move was accepted nor was it intentional in anywayWe apologize for the delay and regret that we failed to meet the customer's expectations In regards to her concerns about origin Storage in Transit chargesI have investigated her concerns and found that she contacted her agency on July 2, to have the shipment movedThe next available load date was July 6, 2015, after the holidayThe invoice reflects that the storage charges ended on July 6, 2015, therefore the origin Storage in Transit charges are valid Thank you for allowing me to respond to customer's complaint

Initial Business Response / [redacted] (1000, 7, 2015/10/14) */ While it is the intent of Mayflower Transit, LLC ("Mayflower") to load each shipment onto truck, there are times when it becomes necessary to divide a shipment among or more trucksThis can happen when shipments loaded prior to the next pickup are greater than estimated taking up space set for the next pickupIn addition, this can be caused by additional items being added, bulkier items loaded or a customer deciding to take more than what was estimated Rather than jeopardize the entire shipment being delivered late, the driver is to load essentials on the first truck so that a customer can set up their householdThe customer had a delivery spread of 7-3-to 7-8-The main portion, 14,lbs., arrived on 7-9-and the overflow portion, lbs., delivered on 8-7- The customer's shipment was estimated at 11,lbsand the actual weight was 14,lbsWe hauled an additional 2,lbsat no chargeThe overflow portion does not qualify for delay benefits And as the customer noted, their damage/loss claim has been received and is being handled by Mayflower's claims department Thank you for allowing us to respond to the customer's concerns Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mayflower's response completely ignored our concerns described in the complaintIt's fine that Mayflower has a policy in place that states delay benefits are not applicable to overflow shipments, but this needs to be communicated during the signing process, not after the factBased on our experience, Mayflower clearly believes they can add or change the terms of the purchase agreement to mislead their potential customers to make a sale and then later protect themselves when they fail to deliver on what was promisedAdditionally, the biggest issue we had was the complete lack of any proactive communication on Mayflower's partIf we hadn't taken the initiative to call them we would probably still be waiting for our items to arriveI assume because they did not address these concerns that their silence can be taken as agreement We are not looking for any reimbursement from Mayflower for the delay claimThis complaint was filed to help make Mayflower aware of the issues we had and to warn other potential customers That being said, we have since completed repairs and reimbursement of lost/damaged itemsThis took a bit longer than we had hoped but overall the process was fairly smooth and the company and their contractors were good to work with

Complaint: [redacted] I am rejecting this response because: See attached documents for rejection Sincerely, [redacted]

Just wanted to Inform you I received a payment of $from MayflowerI am satisfied with that payment as it fulfills the amount of compensation my contract with them stated I would be eligible for No explanation accompanied the check, so I'm unsure if your correspondance Was influential in producing their action or whether my request for an arbitration hearing with the organization they refer one to in their booklet you receive when signing the contractThank you

01-23-18: (11: am) ( [redacted] ) my wife is not here and I would like for her to hear our conversationCan you call me back next Tuesday morning? It is OK with me if you want to make contact with UniGroup to see why they have not responded01-30-18: (11: am) ( [redacted] and his wife) We appreciate you trying to help us Even though we are willing to accept the $they are offering instead of the $2,that we were asking for, we are not willing to sign the settlement unless UniGroup agrees to our language changes in the proposed settlementSince they will not agree to our proposed language amendments’, we are walking away from the entire issue with no settlement

Revdex.com Complaint – [redacted] Order [redacted] Mr [redacted] purchased a move from Omaha, Nebraska to Sun City, Arizona on May 6, in one foot container We have reviewed the recorded calls concerning this transaction and believe our claims department has responded according to the terms of the agreementMr [redacted] was offered the ability to add additional valuation to the content of his container at a cost of $which he declinedThe documentation necessary for this agreement was in fact accepted with the standard replacement value of 60-cents per pound per article appliedAs indicated by the response to customer from our claims department; the valuation coverage for his shipment does not include coverage for the type of damage described by the customer (referred to as “inherent vice”)Sometimes damage is the result of changes in temperature or humidity, which is not due to mishandling by the carrierMr [redacted] ’s container was delivered as promised on September 9th by a third party Customer was given two options (1) his items could be unloaded at our warehouse should he choose to provide an alternative transport or (2) we would provide delivery using a third party source The customer selected the third party option We regret Mr [redacted] ’s dissatisfaction with the move process; however we believe we have complied with the requirements of the agreement Thank you, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer's complaint about the delay of their shipment We apologize for the frustration that the customer experienced regarding the delay of the transport of his shipment to WashingtonHowever, due to the high volume of shipments transporting during Peak Season (May through September 15) and the shortage of drivers and equipment industry wide, we used every available avenue to get the customer's shipment to them within a timely manner The customer had a delivery spread of July 6, to July 18, The shipment delivered to the customer on August 12, Per their agreement, the customer was entitled to delay benefits of $daily allowanceWe do not pay for expenses We processed a delay claim settlement in the amount of $2,The check was mailed to the customer on August 26, The delay was not anticipated when the move was accepted nor was it intentional in anywayWe apologize for the delay and regret that we failed to meet the customer's expectations We respectfully decline the customer's request for additional compensation Thank you for allowing me to respond to customer's complaint

Please see attached response for Revdex.com Complaint ID [redacted] Hime [redacted] Thank you, [redacted]

Hello all – We reviewed the customer’s rebuttal in addition to the Revdex.com complaint and agreed to an additional $ Customer has agreed to this amount (see email attached)This file has been paid and closed See the below email between customer and adjuster From: *** [redacted] [mailto:rs [redacted] @gmail.com] Sent: Sunday, August 27, 10:PM To: [redacted] , [redacted] Subject: Re: [redacted] settlement [redacted] Good evening Ms [redacted] : Thank you for the quick response; nothing further to add at this time Best, [redacted] On Thu, Aug 24, at 3:PM, [redacted] , [redacted] wrote: Dear Mrand Mrs [redacted] , I have attached a copy of our rebuttal settlement The settlement check should be placed in the mail tomorrow [redacted] Claim Specialist Unigroup [redacted] Fenton, MO 001- [redacted] Direct Dial 001- [redacted] Fax ***_ [redacted] @unigroupinc.com From: [redacted] [mailto:rs [redacted] @gmail.com] Sent: Wednesday, August 23, 10:PM To: [redacted] , [redacted] Cc: [redacted] < [redacted] @gmail.com> Subject: Re: [redacted] settlement [redacted] Good evening Ms [redacted] , I received the $settlement check in the mail and am a bit unsettled that my last note (below) went unanswered As a courtesy I'm informing you that I've filed a complaint with the Revdex.com (ID [redacted] ); my requested resolution remains the same: reimbursement of $2,to replace the dresser and couch your movers damaged Thank you, [redacted] On Mon, Jul 17, at 9:PM, [redacted] wrote: Good evening Ms [redacted] , Thank you for the follow up Respectfully, your settlement offer is $2,shy of the mark I personally witnessed the movers damage the couch (and the entire doorframe) at [redacted] , which I'm assuming is noted for our purposes here as "origin." In regard to the dresser, the damage was clearly done as a result of the taping done by movers at origin; I noted the damage on the bingo card when it was delivered to our new home in TX The damage to each of these items was corroborated by the movers on each end of the delivery These are two quality furniture items which were secured, packed, moved (and damaged) by United/Mayflower--and per our contractual agreement I must insist that you compensate me for the full value of those items I look forward to hearing from you with a revised settlement offer soonest Regards, [redacted] On Mon, Jul 17, at 11:AM, [redacted] , [redacted] wrote: Dear Mr [redacted] , I am the adjuster that has been reassigned to settle your claim I have attached a copy of our settlement If you have any questions or concerns with your settlement, I will need you to respond to my email as I’m required to have it in writing [redacted] Claim Specialist

The inspection report received for the customer’s sofa states the nature of the damage is dried fabric, brittle, and easily tearible This type of damage is a result of inherit nature of the item and is not caused by carrier mishandling Sometimes such damage is the result of the age of the item, changes in temperature or humidity, worn parts, wear and tear, or a combination of these conditions The valuation coverage for this shipment does not cover this type of damage, therefore, this claim was initially denied and nothing was paid out for settlementAfter reviewing this file with management and upper management $was offered to this customer as a customer service gesture, not for damage to the sofa Because the customer was not satisfied with our offer, she has been offered to pursue arbitration times and has not done so Unigroup sent the customer the following information: If you disagree with the position as outlined, we’d like to let you know that (United) participates in an independent arbitration program sponsored by the American Moving and Storage Association (AMSA) and administered by the National Arbitration Forum, an independent third-party not affiliated with AMSA or UnitedPlease include the following items when requesting arbitration: The name, address, phone number and e-mail address (if you have one) of the person(s) under which the shipment moved Your name, address, phone number and e-mail address (if you have one) if different from above The carrier name (United Van Lines, LLC) The order number for the shipment The piand delivery dates for the move The monetary value of the loss and damage claim Please send the above information to: American Moving and Storage Association (AMSA) ATTN: Dispute Settlement Program [redacted] Phone [redacted] Fax: [redacted] Web address: [redacted] (you can print an arbitration form to help you submit your request) Important points to remember about submitting a claim to arbitration: Arbitration is offered to our customers at no chargeThe entire claim must be submitted for arbitrationYou may be asked by AMSA to send supporting documentationDo not send documentation with your initial requestPlease be aware that the decision of the arbitrator is bindingAt this time, we are maintaining our customer service offer of $Thank you!