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UniGroup Reviews (263)

I have attached our response to the customer's concerns for your review and recordKindest regards, *** ***

*** ***Complaint: ***
I am
rejecting this response because:
I was assured by *** *** , (Mayflower Transit Agent #***) all my household goods would be in Roseburg ,
Oregon between 06/22/to 06/29/Only then did I sign the contract One of my reasons for choosing
a national carrier was excellent service and delivery on timeUnfortunately I
have received neither one
It is not transport industry standard to have packed and
taken goods out of my Virginia residency on June and have me receive them in
Oregon on July !
It is industry standard to notify anticipated delays to the customer
This was never done
$dollars a day is not enough to house and feed a family
of that includes two small boys for days
Please see attached document, demonstrating Mayflower
setting up car transport but unwilling to reimburse for rental car
As a result of a day delay my household items have been
sitting in a ware house in the hot Virginia summer and have sustained damages:
1)
Many plastic items have melted
2)
Shrink rap from sofa has come off, leaving
stains on sofa ( attached pic)
3)
Most clothing have a permanent crease
4)
Multiple food items have got spoilt like coffee
beans, creamers, spices and food flavoring,
5)
One tote bag with content missing
6)
Inside of fridge infested with mold despite
baking soda and moisture absorbent paper within (
attached pic)
7)
Unable to access prescription medication (
carried along week supply)
Sincerely,
*** ***

Thank you for submitting the additional items and we will conduct a courtesy trace for the missing items Our traces normally take days and we will notify you with a final outlined settlement position once the trace is completed

As a Customer Service Specialist, I have been asked to respond on behalf of United Van Lines regarding the customer’s complaints and an explanation of the chargesPlease see the attachment provided by Grose’s Interstate Moving & Storage explaining the chargesWe 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 Please contact me if you have any further questions or concernsThank you, *** *** Customer Service / Social Media Specialist

Initial Business Response /* (1000, 5, 2015/08/20) */
I have reviewed the complaint filed by *** ***
Since the *** shipment was transported across interstate-lines in interstate commerce pursuant to an interstate Bill of Lading and Mayflower'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 Mayflower'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
Mr*** states that his couch is not repairable and that he would like the couch reupholsteredA repair firm was sent to Mr***'s house to inspect the items claimed as damagedA third party upholsterer inspected the couch and stated that the item could be repairedIt is not known whether or not the repairs have been completed; however, since Mr*** is disputing that the couch can be properly repaired, Mayflower will re-open Mr***'s claim to re-evaluate the matterMr***'s adjuster will be in contact with him to discuss further

Complaint: ***
I am rejecting this response because:
We have already sent the attached claim form and filled it out in its entirety, based upon YOUR requirements. What more documentation do you need? This document took several days, to itemize the items and to look up replacement costs, and weight of each individual item. There are items on this claim form. Your response letter only dealt with items that had supposedly been "repaired" by your claims adjuster. At this point we are not even certain that those items have been repaired successfully because we have not had one of the items returned to us and we have not yet tested another item. Regardless, that is items out of 267. What is the status of the other items? We had insurance on this move that was supposed to cover 125% of the replacement value. What about the items contained in the boxes that we never received? YOU have NOT provided a detailed response to these other items and we expect to be paid for them. Why are we not being paid for these items? They were not able to be repaired and they were damaged in the move because they were not packaged properly. I have attached the claim form again. I expect a PROFESSIONAL response that addresses each item on this form. I also expect a thorough search for our missing boxes to be conducted at the warehouse and if the missing boxes cannot be located I expect to be paid 125% of the replacement costs for those items.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/09) */
3rd party was sent to customer's residence to replace hardware on bed and TV on 3/18/Customer never indicated to Fry-Wagner that repairs were not completed properly or that he was dissatisfied with the service
Claim form sent to customer
on 3/20/15, received by Fry-Wagner on 4/22/Tracing was completed two separate times on missing carton and was negative both timesFry-Wagner sent check to customer in the amount of $for missing items, per United Van Lines policy, because customer did not provide Fry-Wagner with substantiation of purchased itemsCustomer emailed Fry-Wagner on 6/28/stating he was surprised that the amount was not higherFry-Wagner Claims explained to customer that per the letter we previously sent to him, per United Van Lines' policy if he could provide original purchase receipts, bankcard statement or invoices substantiating the purchase amount, we would provide additional compensationCustomer responded that he had no receipts and his bankcard didn't outline the items he was claimingFry-Wagner suggested he simply go to the store *** *** where he said he had purchased the items and they should have a record of the purchaseCustomer said this was "ridiculous" and would not take the steps to do so
Final Business Response /* (1000, 22, 2015/08/05) */
I have reviewed the complaint filedThe 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 as to the claim payment made to him for missing itemsUnited has reopend the customer's claim so an addition investigation could be completed to ensure that all of the proper procedures and protocols were followed during his move
United has settled the claims based on the documents sign by the customer at origin and destination as well as the customer inability to substantiate the amount claimed by his for the items

Complaint: ***
I am rejecting this response because:
The damages were done by their agentsI have photo documentation and the fact that I was able to get the repair done in a timely manner should not be assessed as a penalty to me.I paid $for repairs to the damaged furniture which I feel is reasonable.The settlements for dog food container and trashcan are unacceptable as the appearance of said items that have been damaged cannot be repairedThey were brand new and bought for their ''appearance'' - that is why they are costly.The stool was $and it was brand newI have no way of repairing it that would not involve having the other two stools redone to match.The chest of drawers was obviously dropped and crackedThe claim of ''inherent vice'' is preposterousThe damage is obvious and pictures prove itIt also cannot be repaired without going to great expenseBesides either they "inspected it" or they did not, this determination seems as though they get to chose which when it suits them.This entire process has been a sham.This company wouldn't even give me the time of day until I filed a complaint with Revdex.com,
Sincerely,
*** ***

The adjuster has been in recent contact with Mr*** and he provided the requested reciepts for the sofa and desk The claim is currently being investigated and reviewed by an adjuster We we will have our outlined settlement completed and sent to the customer within business days
Thank you, *** *** Claims Manager

Complaint: ***
I am rejecting this response because: This is the same response I have received every time the issue has been escalatedThis response to the Revdex.com complaint took one month, while I still sit with a pile of broken items and no refund!
Sincerely,
*** ***

United is maintaining the decision to deny this claim. The hauler on this move was *** *** and he did not give the customer incorrect information. Customer signed documents stating the amount of time allotted so customer should have been aware of the filing guidelines
Thanks!

The shipper or customer, *** ***, is arguing that the settlement is inadequate and even unfair considering the coverage purchased for the shipmentBased on my review, it appears that the inspector, Jeff Johnson Restoration and Designs utilized the manufacturer’s tags on both items
to determine their approximate value and make recommendations to the auditor reviewing the claim to determine an appropriate settlementWithout proof of value (i.ereceipts), this factored into the settlement offered to the shipperFrom all appearances, this claim was handled appropriately and the settlement offered was fairWithout receipts to demonstrate a higher value for these items, the adjuster acted appropriately as well as within the policies and guidelines our claims department operates under

Initial Business Response /* (1000, 6, 2015/11/10) */
I have reviewed the complaint filed by *** ***
Since the *** 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
Ms***'s claim was handled by United agent, Holman Moving SystemsHoman presented a settlement to Ms*** on October 22, The settlement letter states, "A trace for missing items was conducted with all parties involved in your relocation and the results have come back negativeA review of the delivery documents revealed that you waived your rights to check off the inventory during unloadingBecause no exceptions were taken at the time of delivery for missing items, we are unable to offer settlement" While Holman and United have denied liability for the missing items, a customer service gesture in the amount of $was issued to Ms*** by Holman
United and Holman regret that Ms***'s items were not found; however, a trace was conducted and completed and the findings were negativeAgain, while Ms*** did waive her right to check off the inventory control form, Holman extended a customer service gesture to the customerBoth United and Holman consider the matter closed
Initial Consumer Rebuttal /* (3000, 8, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would really like to see the documents showing how and when my items were tracedConsidering no one even called me back until after I filed a complaint with the Revdex.com, I really do not believe this was ever doneI will also state that the movers told me to sign papers and just follow up if anything was missingThe additional money charged to me was also not addressed

Complaint: ***
I am rejecting this response because:
I was promised a credit for the over charge on my weight for the shipment I was told that I would get a credit right away for the over charge on weight once the goods were deliveredI am still waiting for the
credit on my card which they charged over a week PRIOR to deliveryThe weight of the goods did not changeI was charged for when they weighed 5,poundsI am still waiting for my creditI placed the claim for the delay penalty on Monday July *** promised the check within to days, but I am skeptical after what I have been throughI was charged for packaging of three mirrors, disassembly and assembly, but the shuttle service here did not install any of the mirrorsThe men who showed up had worked over hours and ran out of daylight to see well enough and it was 7:30pmI am making a damage cllaim which is five pages long for severe damage due to improper crating by *** Storage and MovingThey failed to place blankets on the furniture to protect it, documented by *** when they uncrated the items in front of meThe woman *** at *** downloaded a form for me to fill out using a program that did not allow me to rotate the formShe downloaded it sideways and sent it that way, so I printed it out and will have to scan it after I receive itThe incompetence has been at every level in this moveI do not want this complaint closed until I receive my credit for over charges, on both weight charges, services charged for and not performed, and repair and replacement of items damagedOne antique china cabinet was destroyed Several pieces of furniture are severely gouged and some china, crystal and other items were broken beyond repair
Sincerely,
*** ***

I have reviewed the complaint filed by *** ***
Since the *** shipment was transported across interstate-lines in interstate commerce pursuant to an interstate Bill of Lading and Mayflower'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 Mayflower'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 repair of her items that were damaged during transitA check was issued to Ms*** on 9/23/The check reflects the level of valuation purchased for her move
Ms*** waived Full Replacement Value Protection and opted instead for the lower released value of 60-cents-per-poundPer the Bill of Lading signed by Ms***, "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." Under the Bill of Lading signed by Ms***, Mayflower does not owe for full replacement of the damaged items
Mayflower has handled Ms***'s claim within the parameters of the Bill of Lading signed by the customerMs***'s claim was settled at cents per poundIf the check has not yet arrived to Ms***, it should be arriving in the coming days

Initial Business Response /* (1000, 5, 2015/09/21) */
Thank you for allowing us an opportunity to address your concernsDuring my review, I discovered that you never filed a claim for any damages nor missing itemsUnfortunately, we can not address any loss or damages if a claim was not filed
When household goods are transported from one state to another by an interstate carrier such as United, the relationship between the customer and carrier is governed by the Bill of Lading and the operating tariffTo file a proper claim for loss or damage, a customer must:
1.establish that the carrier received the items in good condition at origin;
2.establish that the carrier delivered the items in a damaged condition or did not deliver them at all; and
3.specify a value or an amount of damage for each item in question
All three of these criteria must be met before United can pay a claim
There was no claim filed and now we are past the month federally regulated time frame to file a claimThe tariff and the Bill of Lading that govern United's interstate moves require that a written claim for loss or damage be filled with the carrier within nine months from the date of deliveryThis information also appears on the claim formYour shipment delivered 10-19-and your cargo claim has yet to be receivedBecause your claim has not been received within nine months from the date of delivery, United must respectfully deny your claim

Initial Business Response /* (1000, 10, 2015/07/10) */
We have decided to send out a 2nd repair firm to evaluate the damagesThe adjuster will reach out to the customer today

02/27/18: (09:
am) Mediator left a message for the *** *** to return my call.03/06/18: (09:
am) Mediator left a 2nd message for the *** *** to
return my call03/13/18: (10:am) *** *** this complaint was settled by Uni Group to my satisfactionI appreciate your following up with me

Please notice this complaint is against UniFied Van Lines (with an "f"). We are United Van Lines. Please remove this complaint from our records, and indicate to the customer that they should file their complaint against Unified Van Lines, not United Van Lines. Thank you!

We have and are currently working with the customer on the verbiage of a Release that needs to be signed before we can issue a settlement We are ready to settle on the damaged items but the verbiage in the Release needs to leave the missing items out so we can address the missing items at a
later date

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

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