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

Complaint: [redacted] I am rejecting this response because: it has nothing to do with my original complaint against United Van Lines with regards to the $1,I am owed per our contract as they were days late in delivery We will accept the $for damaged items but again, this has nothing to do with the original complaintWith regards to that complaint our lawyer will be contacting United Van Lines as they were not able to appropriately remedy the situation Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:As an agent for United, Mr***'s actions should be upheldRegardless of documentation signed many months in advance does not outweigh the crystal clear and verbal message that we had months to action a claim by this agent onsight at delivery of goods; therefore, it should be accepted Sincerely, [redacted]

We have investigated the customer's concerns regarding his experience during the delivery of the shipment with the driver and the crewIt is the responsibility of the van operator to have adequate tools needed to perform disassembly/reassembly of items, and we regret that was not the case in this matterThe customer is required to check off items on the inventory as the crew is delivering items into the residenceWe have documented the customer's concerns and addressed the concerns with the van operator and crew involvedRecords show that the van operator and the delivery crew were all background checked and met the standards required to be employed by United Van Lines and its agentsWe have apologized for any inconvenience and frustration this has caused, and regret that we were unable to meet the customer's expectationsWe are unable to compensate the customer based on their perceived level of serviceThank you, [redacted] Customer Service / Social Media Specialist United Van Lines / Mayflower Transit [redacted] @Unigroup.com Phone: [redacted]

Hello, I have attached the applicable documents that we have on file with United MayflowerYou will see that there isn't much discussion on storage, it all details the moveThe only other documents we have are about packing the container (how to pack it), gypsy moth inspection and military/non-allowablesI can send those if needed, as wellIn the rights and responsibilities, there is a detailed area about what to do in case of a complaintThe number listed forwarded me to the same department that told me the same thing I was told about that's all we can doThey 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/I won't even know where my belongings are! We are in the process of emailing and writing to the physical address, as wellAny guidance and help you can provide is truly appreciatedWe are at a loss of what else we can doThank you for your time and attention [redacted]

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

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, [redacted] ***, Consultant with [redacted] [redacted] : [redacted] , came to our house at: [redacted] ***, [redacted] ***, met with *** & gave us the Initial quote.Facts: I told him my husband had a start date of June 19, with his new employer at the [redacted] area of [redacted] , [redacted] .We would definitely Not live directly in [redacted] (because the school system is Bad) but 15-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 #We were moving from a 3,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 beginningWe 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/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/with Any concerns we might have.We decided on a Full Service Straight Talk BINDING move for $17,which would include storage for about days at [redacted] facilities in ***, 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, OnJune 12I was Very Explicit about separating items into boxes marked Storage or Open especially all our kitchen items & ChinaThe 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-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 dinnerPacked up for WI!In laundry room plastic tote with Xmas drinking glass shoved into a broken cardboard box, not wrapped in packing paperIn 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/ [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 scheduleI explained to ***, 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] & ***"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, I called [redacted] Customer Service, spoke with [redacted] at Ext ***, 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.Aug10, "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 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 are assigning another adjuster to review the concerns outlined in the complaint Our final review will be completed by 10/Thank you, [redacted] Claims Manager

Initial Business Response / [redacted] (1000, 5, 2015/10/16) */ I have reviewed the complaint filed by [redacted] and [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 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 Per the Bill of Lading signed by the [redacted] 's, Full Value Protection for their move was waived and they opted for the lower coverage of cents per poundThe Bill of Lading states, "Option WAIVER of Full (Replacement) Value ProtectionThis LOWER level of protection is provided at no additional cost beyond the base rate; however it provides only MINIMAL protection that is considerably less than the average value of household goodsUnder this option, a claim for any article that may be lost, destroyed, or damaged while in your mover's custody will be settled based on the weight of the individual article multiplied by cents." The [redacted] 's cite several concerns regarding the handling of their claim, which includes lost boxes, damage to a dining room chair, sewing cabinet, and ornamental statuesAll items claimed as damaged by the customer were paid out per the level of valuation chosenThis includes the dining room chair, sewing cabinet and statuesTwo items were denied; one missing box and an antique phonographThe missing box was denied because the [redacted] 's checked and signed for receipt of all items on their inventory control form at the time of deliveryWithout evidence to indicate that United failed to deliver the box, United must deny reimbursement for that itemThe phonograph was denied because the damage claimed was listed as pre-existing damage on the inventoriesAll of the other items claimed were paid at cents per pound, which totaled $Under the Bill of Lading signed by the [redacted] 's, United does not owe for full replacement of the damaged items United has handled the [redacted] 's claim within the parameters of the Bill of Lading signed by the customer

Initial Business Response / [redacted] (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 complaintsThe customer is requesting that we adjust the balance due in the amount of $ The customer had an estimate that included third party services and Storage in Transit servicesIt 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 costsWe can only estimate the cost according to what the customer wants to have performedOur records indicate, that the customer requested that additional crates be performed by the third party companyThe additional services increased their third party costs In addition, the Storage in Transit cost were calculated on the estimate with days in storage and with an estimated weight of 4,poundsHowever, they have been invoiced for the actual days of storage and the actual weight of 4,poundsThis 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 $ 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 $are valid chargesHowever, 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 / [redacted] (2000, 9, 2015/10/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/09/02) */ As the Lead Customer Service Specialist, I have been asked to respond on behalf of Mayflower Transit regarding the customer's request While it is Mayflower Transit LLC 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 upThis 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 ColoradoHowever, 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 June 15, to June 22, The main portion of the shipment delivered to the customer on timeHowever, the overflow portion did not delivered until July 17, The member was offered delay benefits of $daily allowance for the days delayWe processed a delay claim settlement in the amount of $1,The check # XXXXXX was mailed to the customer on August 26, In addition, we agreed to overnight the check to the member via UPSWe confirmed with the member that it had been received on August 27, 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 Thank you for allowing me to respond to customer's complaint

Initial Business Response / [redacted] (1000, 9, 2015/06/22) */ We regret that this customer had a bad experience with their relocationThis move was booked under the authority of United Van Lines and its booking agent, Yarnall United in FLThis complaint should have been properly filed with the St Louis Revdex.com under United Van LinesUnited has evidently already processed a claim for this customer and any further correspondence should be with their claims dept Final Business Response / [redacted] (1000, 20, 2015/07/15) */ We have reviewed your concerns and we do want to apologize that the services rendered did not meet your expectationsAs an organization, we strive to provide a high level of customer service from the beginning of the move to the very end, including the claims processAfter reviewing the claim, we paid the claimed amounts for the cement pagoda as well as the claimed amount for the lamp since the items could not be repairedThe dining room table and the dining room chair were authorized for repairs and the repair firm will return the items once the repairs are completeAgain, we want to make sure we have done everything to address your concerns

I do want to apologize that your move had sustained some damages We would like to address the damages but we need you to submit a claim which you can go to www.mayflower.com to submit your claim Once your claim has been submitted, the claim will be assigned to a team of adjusters and they will begin the process of completing your claim Please contact me with any questions or concerns Thank you, [redacted]

Good Morning- I have reviewed your concerns regarding the handling of your claim I do apologize that there was some miscommunication regarding the rental carWe have issued a settlement in the amount of $which was based on the appraisal report I do understand this did not cover the cost of a rental car We will authorize $a day for the rental car which is based on the contract in which your items were transported We will pay for the rental car for the amount of days the car is being repaired If you have already had the car repaired and had to get a rental car, please forward the receipt to [redacted] @unigroup.comThank you, [redacted] Claims Manager

Good afternoon, As a Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer’s complaints and request for a full refund UniGroup, Inc., the parent company of both United Van Lines and Mayflower Transit can arrange for an “Alliance” which allows the other carrier to haul a shipmentThis is to allow the shipment to be serviced when assigning a driverThis is explained on the customer’s Bill of Lading, Page 5, Section While it is also 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 happens when the shipments that are loaded prior to the next pick up are greater than estimated taking up space set for the next pick upThis 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 The customer had a delivery spread of February 5, to February 9, The main portion arrived on February 5, The overflow portion delivered on February 13, Overflow portions do not qualify for delay benefits It is the van operator’s decision as to whether a not a shuttle is neededThe decision is dependent upon many factors, which include the safety and protection of property and the house hold goods to be unloadedThe customer was not charged for this shuttle service The customer has submitted a Cargo Claim regarding damages and missing items The claim will be reviewed and a settlement will be processed in accordance with the valuation they have chosen We did not anticipate difficulties when the move was accepted nor was it intentional in anyway We regret that we failed to meet the customer’s expectations We are unable to compensate the customer based on her perceived level of service Thank you, [redacted] Customer Service / Social Media Specialist United Van Lines / Mayflower Transit [redacted] @Unigroup.com Phone:

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 issuesWhat'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 weekIn addition, this has been ongoing for several monthsFurther, while I hope for my own sake that United pays me the amounts owed, this is a larger issue of United'd deceptive business practicesMy issue is the most clear cutUnited lost all the hardware to my furnitureStill, they fight me on replacing the items even when most are still available onlineIf United won't pay me in what is a most obvious matter, how are they treating their other customers? This needs to be investigatedI've accepted no settlement and I'm under no obligations of non-disparagementTherefore, 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] ***

Initial Business Response / [redacted] (1000, 7, 2015/08/06) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @dodgemoving.com This is the first time I have seen this complaint, all Revdex.com complaints come to my email address not sure how this was missed, sorry this response was delayedDodge Moving & Storage Company, Incis an agent for Mayflower Transit LLC, this shipment moved under Mayflowers' interstate authorityThis complaint should be re-directed to Mayflower Transit LLC, as the interstate carrier they are responsible for responding and will respondMayflower is also a member of the Revdex.com, please direct this complaint to Mayflower

I have attached our response to Revdex.com complaint # [redacted] Kindest regards, [redacted]

Initial Business Response / [redacted] (1000, 9, 2015/11/09) */ 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 agencies United has re-opened Mr***' claim so that the disputed items can be re-evaluated by an adjusterIf no one has contacted Mr [redacted] in to business days, he is encouraged to call the Claims Department toll free number at X-XXX-XXX-XXXX and ask to speak to his assigned adjuster Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/11/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) At this time I accept the resolution however will reserve final judgement until after discussing the case with United's Claims DepartmentThank you for your time

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Address: 412 SE Fleetway Cir, Lees Summit, Missouri, United States, 64081-3114

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