UniGroup

Dear Revdex.com, [redacted] ***, [redacted] ,This is an Addendum to our Response email of Feb08, 2018.Going through our invoicing we again noticed that Credit Card Authorization Forms (3) emailed on 06/13/2017,07:CSTaddressed to both***/ [redacted] , underOrder InformationOrder Number: U 955-98-7Binding Estimate Charges: $17,709.94Total of $17,charged to credit cards:6261, $3,632.940267, $4,250.002009, $9,827.00Processed for payment on Jul 3, 2017Will attach a copy of one of these authorization forms for Proof that not only did we have the Personal Guarantee of agent [redacted] to [redacted] on 5/26/during his initial Estimate/visit, that United's Estimates we're Binding & Final, But, also over the phone to both [redacted] & [redacted] on 6/7/during our conversation with [redacted] who was driving down to Miami with his wife, and we Very Much Appreciated that he took the time to talk with us, just before we hired [redacted] /United and signed the contract.The ONLY reason we cancelled the other mover who not only came very highly recommended, does major moving inGainesville, FL, both for the University and for UF, Hospital, AND was cheaper by Several thousands, was because of the BINDING Contract and Personal Guarantee of Your Agent!Unfortunately the various reasons for the Supplement charges that include:* We did not inform of Split between Storage and Rental (we have many photos of Many boxes marked Storage and Open) [redacted] Some of the packing & sorting was to have been completed before movers arrival, False, we had FULL packing contract and [redacted] NEVER, ever did [redacted] who came to our home 6/13/17, second day of packing, mention ANY extra chargesfor Extra Labour to assist with extra packing and sorting during his visit on that day or Any Other day, But he did Tell [redacted] over the phone, end of June that He did Not Recall that Storage was to be involved, more lies!Both [redacted] , Jan 15, 2018, and [redacted] , Feb1, mention this in their emails, FALSE! Unfortunately both these ladies have Not been told the Truth!The REAL reason for the HostageOver Charge is Very Apparent in [redacted] ***'s voicemail to [redacted] which we emailed on 2/5/18:....the driver is going to need the extra labor to sort out everything out at destination, he requested men to be compensated for an additional hours..So not only did [redacted] , ***, FL Not pack the Van for Storage & Rental, But they Charged Us for Not doing their job, packing the Van was Their Responsibility, but they ALSO GOUGED us by over charging! Only two(2) gentlemen showed up at2-6pm.We are in Disbelief!We most Certainly are Responsible for the $charge for extra miles between [redacted] & Cedarburg, WI.We are asking for a Refund of:* $629.64* $309.75, local movers to unload heavy furniture & boxes stacked on our dinning room table before it collapsed* Please tell us Where our spare parts box is? [redacted] Start the repairs on the Many damagesCaused by [redacted] because they were in a rush to get to their other job that Wed/ThursA Note of Disagreement:Mrs [redacted] , Lead Customer Specialist, [redacted] ***Wrote we placed credit card authorization on three credit cards, Yes correct, cards and amounts listed above, But authorization is just for the Mentioned amounts, and Your supplemental Charge is & also mis calculated because of the labor over charge, so the fact that you charged $to our credit card this past week first, Without our Recent Approval, and (United has not forwarded this invoice charge to us as of today), is Not Appreciated[redacted] sent the bill of$to collections and we received a notification letter from CCC of New York dated Jan23, 2018.On Jan29, I received a call from Mrs [redacted] , Controller, [redacted] , Landslide, PA, (after we had reported this Dispute to the Revdex.com)She agreed to listen to our side of the story in order to Resolve this Amicably and under dispute & because we do not want our credit to be damaged & until Dispute is final, we sent out cheque # [redacted] for $which we mailed to Mrs [redacted] on 01/29/18.The very next day Mrs [redacted] called to say that she saw on her computer that United had processed $through our credit card ending in The dates were supposed to be on the previous date, not clear of when CC charge processed, and we Certainly do Not want to get Mrs [redacted] into Trouble as she has been Very Nice, too many people involved, but please call us First before you charge anything on our credit cards.With sincere appreciation to All parties involved[redacted] & [redacted]

A full and final settlement was mailed to the customer on 3/and the UPS tracking number for the check was [redacted]

The customer filed their claim with Mayflower on 8/and the claim has been assigned to an adjuster The adjuster has reached out to the customer and provided contact information and also to advise that a repair firm will be contacting them to set up an inspection appointmentThank you, [redacted] Claims Manager

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

01-30-18: (10: am) ( [redacted] ) We have attempted to settle this complaint and the [redacted] ’s have been unreasonableThere are certain rules and regulations that we are required in settling consumer complaints when it comes to moving household items across state lines that involve weights, delivery dates, reimbursements, etc The consumer’s counter settlement was not within the guidelines that we must follow by lawThe bottom line here is that we made a good faith effort to settle this complaint only to be rejected by the consumerWe are not amending any of the language or dollars offered in our proposed settlementAs a result, from our perspective, we are closing out this complaint as the settlement deadline has passed.01-30-18: (10: am) (Mediator) Left [redacted] a voice message that the consumer will not agree with the final settlement offer and they are walking away from any potential settlement

Thank you for allowing us an opportunity to address your outlined concerns We have reviewed your concerns regarding the missing items and we reviewed the signed moving documents associated with your move After a careful examination of the delivery documents, specifically the Inventory Control Form, we found that you waived your rights to do a check off of the items as they were being received There were no notations for missing cartons or for any opened cartons with indications of tampering or pilferage Without the notations of missing items, Mayflower has no evidence of carrier mishandling and Mayflower will maintain the denial Since you disagree with our position as outlined, Mayflower participates in an independent arbitration program available through the American Moving and Storage Association (AMSA)Please include the following items when requesting arbitration: ? The name, address, phone number and email address of the person(s) under which the shipment moved? Your name, address, phone number and email address if different from above? The carrier name (Mayflower Transit, LLC)? The order number for the shipment? The pick up and delivery dates for the move? The monetary value of the loss and damage claimPlease send the above information to: American Moving and Storage Association (AMSA) ATTN: Dispute Settlement Program [redacted] Alexandria, VA Phone [redacted] Fax: [redacted] Web address: moving.org (you can print an arbitration form to submit your request) Important points to remember about submitting a claim to arbitration: ? Arbitration is offered at no charge? The entire claim must be submitted for arbitration? Your letter of notification to the AMSA must be received within days from the date of this letter? You may be asked to return any settlement amounts previously issued? You may be asked by AMSA to send supporting documentationDo not send documentation with your initial request? Please be aware that the decision of the arbitrator is bindingThank you, [redacted] Claims Manager UniGroup [redacted] Fenton, MO [redacted] Fax #: [redacted]

Attached is a copy of my last communication with a [redacted] representative on the matter Also attached is the reference Release They are provided for consideration in addition to supporting documentation provided previouslyBest Regards, [redacted] [redacted] ** [redacted] [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 provideOur decision and offer remains We will not pay more than what the bike is worth without taking it for salvageOur offer is fair

Good morning! After review of the file, Unigroup initially settled this file based off separate receiving dates One for the initial and the other for the overflow Unigroup is making the decision to settle the claim based on the months from the second delivery date A revised offer is being sent to the customer in the amount of $ The initial offer was $ $has already been sent to the customer An additional check of $is being sent to the customerThanks you!

Good Morning- We do apologize for the amount of time your claim has taken our department to reach our settlement position. We will have the adjusting team review your claim and will have our prepared response to you within 5 business days. We really do appreciate... your patience during our review. Thank you, [redacted] Claims Manager UniGroup [redacted] Fenton, MO 63026 [redacted] Fax #: [redacted]

We do apologize your claim experience has met your expectations We do have the inspection report and your claim is currently under review and we will have our full an final settlement position outlined and sent to you within business days Thank you, *** [redacted] Claims Manager UniGroup [redacted] Fenton, MO [redacted] Fax #: [redacted]

Please see our response for BBB Complaint ID# [redacted] . [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 meOf 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]

We have reached a settlement agreement with the customer will be issuing a settlement check in the amount of $as a customer service gesture to amicably resolve her claim The adjuster will process the check by the end of the weekThank you [redacted] Claims Manager

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

Hello We agreed to settle this file at 50k dollars and customer has accepted that settlement offerThanks!

Complaint: I am rejecting this response because:A Customer Service Rep from Unigroup contacted me via phone and email today with the address of where my items are currently being storedI have that addressI proceeded to ask her for the address where my items will be stored as of November 1stShe did not have that information and told me to contact the Operations Department at Unigroup at [redacted] The woman I spoke to didn't even know what I was talking about but was able to give me the information for where my things are being storedShe gave me a company name and phone number: Suddath Relocation of MD and [redacted] She said this is the name of the company storing our items in Maryland and they should have that informationI was never even told it was a 3rd party storage group! I immediately called and spoke to [redacted] who was the most helpful person I've spoken to since this ordeal beganHe gave me his direct phone number and told me he would email me with his contact information and optionsHe asked if I had a one way storage container, which I told him I wasn't sure what the container was calledHe then proceeded to tell me that those containers are not meant for long term storage and he wouldn't suggest we keep it outdoors as they often leakI told him that is our concern, We DO NOT want to keep our items outsideHe said he believes that United Mayflower will either allow us to store our items with Suddath Relocation but in different containers OR they will move them to another one of their (United Mayflower's) warehousesHe wasn't really sure because United Mayflower hadn't told him what they wanted to do yetIt's days until our things are being moved and they haven't told him?! He then said he would email me no later than Monday after he spoke with United MayflowerHe would also be sending over estimates for storing our things with themHe kept reassuring me that my items would be safe and that we will figure this all out as he could tell we are very concerned for the safety and security of our thingsHis reassurance was greatly appreciatedIt does NOT change that we are even more concerned now because NO ONE seems to have answersBruce was able to tell me the address as to where our things will be located starting November 1stHowever, we are getting mixed messagesThe containers department didn't have the address where it would be stored, Operations didn't seem to have any idea what was happening and then Suddath reassured me it would be ok but gave me different options (that I welcomed!)We also still have NOT received any written notification that our items will be moved to an outdoor locationI also asked if it was possible for us to have another container company (such as PODS) put a container outside of the warehouse to load/unload our itemsErin called us back to let us know she doesn't think that would be a problem and that I should contact someone else at the "local office" named [redacted] and left a numberSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because I already submitted the claim form to Mayflower on 8/20/and they even sent an inspector out on 8/31/to inspect the items that we claimed If the Mayflower staff person had read my claim narrative in its entirety, they would have seen that this was already completedI am even disappointed in their reply to this claim via Revdex.com It reinforces my negative impression of the company's (lack of) commitment to quality and customer support 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 Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/12/09) */ Contact Name and Title: [redacted] Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @unigroup.com Since the customers shipment was transported across interstate-lines in interstate commerce pursuant to an interstate Bill of Lading and Mayflower'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 Mayflower's policy to cooperate fully with any inquiries made by state regulatory or consumer protection agencies Shortly after the customer filed the complaint, his claim was settled and closedA check was issued to the customer on 11/13/Two of the customer's items were paid as claimed and the other items were repairedIf the customer has any questions regarding his settlement, he is encouraged to contact his claims adjuster at Mayflower