UniGroup

Initial Business Response /* (1000, 7, 2015/10/22) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer's complaints. The customer is requesting that we adjust the balance due in the amount of $200.35.
The customer had an...

estimate that included third party services and Storage in Transit services. It is indicated on the estimate that these particular services are non-bound, which means they can increase or decrease.
The third party services are performed by a vendor, therefore we can't bind their costs. We can only estimate the cost according to what the customer wants to have performed. Our records indicate, that the customer requested that 3 additional crates be performed by the third party company. The additional services increased their third party costs.
In addition, the Storage in Transit cost were calculated on the estimate with 91 days in storage and with an estimated weight of 4,423 pounds. However, they have been invoiced for the 95 actual days of storage and the actual weight of 4,680 pounds. This increased their Storage in Transit charges.
The increases in third party services and Storage in Transit resulted in a balance due in the amount of $200.35.
We have attempted on several occasions to explain the increase to the customer, however they have not accepted our explanation.
The balance due in the amount of $200.35 are valid charges. However, we have decided to absorb this amount in the interest of customer service.
The customer can disregard the invoice balance due and we will adjust accordingly.
Thank you for allowing me to respond to the complaint.
Initial Consumer Rebuttal /* (2000, 9, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

Initial Business Response /* (1000, 5, 2015/08/07) */
Since the customer's shipment was transported across interstate lines in interstate commerce pursuant to an interstate Bill of Lading and United Van Lines, LLC ("United")'s published operating tariffs, this entire transaction is governed...

exclusively by applicable federal law. Notwithstanding exclusive federal jurisdiction over the transaction in questions, it is United's policy to cooperate fully with any inquiries made by state regulatory or consumer protection agencies.
The customer raises concerns about items that were damaged during transit. To date, a claim has not been filed. We encourage the customer to visit www.unitedvanlines.com and file a claim online, or call the Claims Dept. at XXX-XXX-XXXX and request a claim form be sent to her attention. Once the claim is filed, an adjuster will be assigned and a repair firm will be sent to inspect the damage items.
Also, on JUly 24, 2015, a representative of our presidential support staff spoke with the customer. We offered to dispatch a crew to perform the needed re-assemblies and the customer declined because they had already completed the majority of the re-assemblies themselves.
The customer requested a refund of their transportation charges. We have explained that we are unable to discount or adjust the cost of their move based on the customer's perceived level of service. However, we agreed to go outside the guidelines and offer a $1,200 good will gesture in the interest of customer service. The customer declined that offer as well.
The $1,200 offer is still available for the customer and will not impact any cargo claims which may be filed because they are settled per the valuation that the customer selected and applicable regulations.
We apologize that we failed to meet the customer's expectations. Thank you for allowing United to respond to the customer's concerns.

Just wanted to Inform you I received a payment of $54.00 from Mayflower. I 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 contract. Thank you.

01-23-18: (11:35
am) ([redacted]) my wife is not here and I would like for her to hear our
conversation. Can 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 responded. 01-30-18: (11:35
am) ([redacted] and his wife) We appreciate you trying to help us.
Even though we are willing to accept the $750 they are offering instead of the
$2,000 that we were asking for, we are not willing to sign the settlement
unless UniGroup agrees to our language changes in the proposed settlement. Since
they will not agree to our proposed language amendments’, we are walking away
from the entire issue with no settlement.

Initial Business Response /* (1000, 5, 2015/11/10) */
As the Lead Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer's request for a refund.
While it is United Van Lines intent to load each shipment onto one truck, there are times when...

it becomes necessary to divide a shipment among two or more trucks.
This can happen when the shipments that are loaded prior to the next pick up are greater than estimated taking up space set for the next pick up. This can be caused by additional items being added, bulkier items loaded, or a customer decides to take more than what was estimated.
Rather than jeopardize the entire shipment from being delivered late, the driver is to load essentials on the first truck so that a customer can set up their household.
We apologize for the frustration that the customer experienced regarding the delay of the transport of his shipment to Indiana. However, due to the high volume of shipments transporting during Peak Season (May 13 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 August 15, 2015 to August 19, 2015. The main portion of the shipment delivered to the customer on time. However, the overflow portion did not deliver until August 27, 2015.
Overflow shipments do not qualify for delay benefits. Therefore, we respectfully decline the customer's request for compensation.
We apologize for the customer's frustration and regret that we failed to meet their expectations.
Thank you for allowing me to respond to customer's complaint.
Initial Consumer Rebuttal /* (1500, 7, 2015/11/10) */

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Dear [redacted],Thank you for your time and patience when we spoke on the phone last Thurs.9/28/17.We hired [redacted]/[redacted] through a referral based on the fact that United is one of the Top Five  Movers in the country.May 26, 2017[redacted], Consultant with [redacted]...

[redacted]:[redacted], came to our house at:[redacted],[redacted], met with [redacted]  & gave us the  Initial quote.Facts: I told him my husband had a start date of June 19, 2017 with his new employer at the [redacted] area of [redacted].We would definitely Not live directly in [redacted] (because the school system is Bad) but 15-17 miles  North of [redacted] either in the [redacted] or Cedarburg areas, which have a Great school system for our daughter.We had Yet to find a rental, so for all due purposes [redacted] said we will base quote on [redacted], NO Problem, you can update your new address when you find a rental.Fact #2. We were moving from a 3,362 ft sq home into some kind of rental which would definitely be  smaller than our home in FL for at least  6-9months so I told [redacted] that  Storage would Definitely be involved, Again [redacted] was aware of this from the beginning. We even discussed storage through United and was told that outside storage would be Cheaper.Initially we were going to hire [redacted] whose quote was a couple of thousands less, but just before signing the contract we discovered their contract was Not Binding and we had heard the Horror stories of people been held Hostage for more money upon Delivery and we did Not want to go through that ordeal.On 6/7/17 we called [redacted] & asked IF United could handle our Relocation to WI, and eventhough he was driving down to Miami with his wife to board a cruise ship, he was Very Gracious, explained the facts Again and told us he was available 24/7 with Any concerns we might have.We decided on a Full Service Straight Talk BINDING  move for $17,709.94 which would include storage for about 20 days at [redacted] facilities in [redacted], since there was no Available truck because of the peak season,(which was very convenient for us since we still did not have a rental),  delivery to WI and uncrating of All crated items which are several large paintings, marble tops to our tables, dresser, night stands, curio cabinet, set up of beds etcOur packing days were 6/12,13,14, 2017. OnJune 12I was Very Explicit about separating items into boxes marked Storage or Open especially all our kitchen items & China. The head packer, a African American gentleman, a bit caustic was Not happy with me as I was Slowing them down & he called our Coordinator, [redacted] and we spoke & I explained to her that we were initially Renting for 6-9 months so many of our belongings would go into storage! I will forward photos of boxes marked as mentioned above.After the movers left that afternoon I discovered:.Packing box in kitchen all wrapped up a stainless steel bowl with fresh salad that I had standing covered with paper towel by our sink, part of our dinner. Packed up for WI!In laundry room plastic tote with Xmas drinking glass shoved into a broken cardboard box, not wrapped in packing paper. In our fourth bedroom one of our ceramic table lamps thrown into a box Not wrapped in packing paper! Not very professional! I sent an email to [redacted] informing him of facts.Tue 6/13/17 [redacted] arrived at our home to tell me not to interfere with the packing as I was delaying the movers who were already on a Very Busy schedule. I explained to [redacted], Again, that Storage was going to be involved & I wanted to make sure to Only take the Most necessary items to our rental, his response was, " You can sort out everything at destination".My husband, his sister and our daughter And the Movers witnessed these conversations Very Clearly! It not just my word against [redacted] & [redacted]"s but a FACT.We are both very grateful for the quick turnaround time between signing agreement to packing to loading and the fact that June is the busiest moving time of the year, But if [redacted] did Not have the time to do a Professional job it would have been Better & Just or everyone involved for [redacted] Not to undertake our move.On July 6, 2017 I called [redacted] Customer Service, spoke with [redacted] at Ext [redacted], verbally explained the above facts & asked to process a Dispute Claim for the Extra Money.  On 7/11/17,  I called & left my email & telephone number, after having realized that I needed to email [redacted] facts to Back Up that [redacted] knew about Storage & the fact that we would be moving to North of [redacted], I Never heard back from [redacted].7/14/17, before viewing any of my Back Up I received an email from [redacted] saying that since I signed for the  Extra charges I was responsible, yes I signed under Duress while at Storage at Delivery when I was held Hostage & told that we Had to pay for extra help otherwise they would Not Unload! What was I supposed to do?When I eventually spoke with [redacted] & explained that she made a decision without the Back Up of facts & emails, I asked for the email of the President of United to ask for his assistance, [redacted] told me, " not to bother", as she sits on the Presidential Support Team & she would Deny Dispute Claim Again.Aug. 10, "17, [redacted] Again called Customer Service to enquire about the status of the billing & was told by [redacted],[redacted]there was No Outstanding balance & that we would receive a Closing statementin 30 days.If you have Any questions please call [redacted] on her cell:[redacted], any assistance you can bring about to Resolve this Dispute in an Amicable manner would be Very Much Appreciated.Sincerely,[redacted] & [redacted]

We do apologize that your claims experience has not met your expectations.  We have reviewed your claim and we will be maintaining our settlement position which were outlined in our settlement letter.  However, we would appreciate an opportunity to address your concerns for specific...

items.  Please submit a written rebuttal that outlines each item you're not in agreement with and why do you not agree.  Also, please submit any documentation that supports your concerns and we will gladly review the information to see if any adjustments can be made.

Complaint: [redacted]
I am rejecting this response because according to United's own letter to me, there is no litigation based on a number of issues. What's more, I responded to United's letter for settlement, albeit lacking and in breach of the agreement, and have received no response...

from them in almost a week. In addition, this has been ongoing for several months. Further, while I hope for my own sake that United pays me the amounts owed, this is a larger issue of United'd deceptive business practices. My issue is the most clear cut. United lost all the hardware to my furniture. Still, they fight me on replacing the items even when most are still available online. If United won't pay me in what is a most obvious matter, how are they treating their other customers? This needs to be investigated. I've accepted no settlement and I'm under no obligations of non-disparagement. Therefore, I will continue to push not only for United to do the right thing by me but also to warn prospective and current customers of these unethical business practices.  
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I would like the United Van Lines to notify or add something on overflow (or along these lines) on their...

website policy, which currently does not indicate anything like this, so that other customers are well aware of expectations/conditions.
Sincerely,
[redacted]

We are maintaining our decision on the file.  The below shows the value of the bike.  If the customer has something showing value being more, the customer will need to provide. Our decision and offer remains.  We will not pay more than what the bike is worth without taking it for salvage. Our offer is fair.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Hello, I have attached the applicable documents that we have on file with United Mayflower. You will see that there isn't much discussion on storage, it all details the move. The only other documents we have are about packing the container (how to pack it), gypsy moth inspection and military/non-allowables. I can send those if needed, as well. In the rights and responsibilities, there is a detailed area about what to do in case of a complaint. The number listed forwarded me to the same department that told me the same thing I was told about that's all we can do. They have not even provided me with the address of where my container will be located as of November 1st as requested by me on 9/28. I won't even know where my belongings are! We are in the process of emailing and writing to the physical address, as well. Any guidance and help you can provide is truly appreciated. We are at a loss of what else we can do. Thank you for your time and attention. [redacted]

Good afternoon, Please see our response to Revdex.com Complaint ID#[redacted]. If you have any questions, please let me know. [redacted] Customer Service / Social Media Specialist United Van Lines / Mayflower Transit

Attached is the contract.  The delivery date was supposed to be no later than 06/20/2016.  The overflow shipment did not arrive until July 3rd, 2016, which is 13 days past the guaranteed delivery date.

Initial Business Response /* (1000, 7, 2016/01/18) */
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 tariff's 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.
Per Item 19 Section (m) of the Tariff that the [redacted] shipment moved under, when United replaces a damaged item, or pays for its replacement cost, it is entitled to take possession of the item. If an item is damaged to the point of being considered "destroyed", United will not salvage the item and will instruct the customer that they can dispose of said item. The buffet was not damaged to the point that it cannot be used anymore; therefore, if the [redacted]'s want to be fully reimbursed for the item, United will exercise its salvage rights. If the [redacted]'s would like to keep the buffet, United will waive its salvage rights and reimburse the [redacted]'s for half of the replacement cost. If the [redacted]'s do not wish to accept either one of the two options outlined (salvage the item and pay full replacement cost or not salvage the item and pay half of the replacement cost), United will offer the [redacted]'s arbitration, which is United's dispute resolution process.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Of note I had to have legal representation to settle on the amount agreed upon which does not speak well of United Van Lines
Sincerely,
[redacted]

Good morning, Please see our response to Revdex.com Complaint ID #[redacted]. Please contact me if you have any further questions. Thank you [redacted] Customer Service / Social Media Specialist United Van Lines / Mayflower Transit

Please see our attached response for Revdex.com complaint ID#[redacted]. If you have any questions, please let me know. Thank you, [redacted]