Theresa V.
Horrible Experience
My mother passed away in May of this year and I needed to move some things from her house in Michigan to my home in Oregon. I had a detailed list of the items with measurements that I needed moved which was approximately one room full of things. The largest thing I had was a 5.5-foot love seat and they had a detailed list of everything I had to move. I called United Pro Van Lines and they said this would be perfect because they had a moving truck going to Oregon and it had some room left for my things. I sent them my list of items and did not add more things than what I talked to them about. The first man that I talked with said that I could add 35 more boxes and pay the price we agreed on. I was encouraged to bring more but I didn’t have anything more. I told him how I was packaging things and he said it was fine. I thought this sounded great because I didn’t have any more items so I signed the contract. I received a call a few days ahead of the move and I told them my list was the same except that I might add a small bench. He said that unless I surprise them with a grand piano, the price would not change. They sent a Ryder truck to pick up my things a couple days late and when he walked into the house, he immediately said, “No way, they misquoted you” I was called in Oregon and he kept telling me that he understood that I signed a contract but I was misquoted. He said that I had bulky items and that I needed to use his boxes and crates. He demanded that I sign a new contract and pay him $3152 in cash.” I was so shocked and he was angry and rude when I told him that I did not have $3152 in cash to give him.” He told my sister that she would have to give him the cash and sign. When she said that she didn’t have cash, he became very rude, threw boxes and slammed the truck doors. The passenger in the Ryder truck told my sister that this happens all day long and that they have angry customers every day. I did tell him to leave because this felt so wrong and went against everything they had previously told me. After he left, I called customer service and was so upset and asked if this is right and she said no that this isn’t right. She tried to call the dispatchers and said they didn’t answer and so she would send the recorded call to the people above her. She told me to send them an email with the details. So, I did that and waited for them to get back to me. I was sent an email and was told that I signed a contract saying that I would not get a refund if I refused service and that I had bulky items. When I asked if she read my email, it was obvious that it didn’t matter. She said that it was all hearsay and that I should have called customer service while the driver was there but I was in Oregon and couldn’t leave a rude, angry man alone with my sister so I waited until he left. My mom’s things are still in Michigan in my sister’s basement. This happened at a time when I was grieving my mom’s death and feeling so anxious. I hope that I can help others so they will not get into this awful situation.
Response from United Pro Van LinesSep 19, 2023
Greetings Ms. V. I have read all previous written communication before making a decision as aligned with our company's policies. As far as the experience in regards to the driver, we do take this into consideration but ultimately can not issue a refund based on hearsay. . For this reason it is important to address any issues or concerns with customer service before refusing service and sending your driver away. If any additional pieces, packing services, cubic foot or labor services are added., as the shipper you are responsible for the additional fees that are accumulated by these extra items, space or services to be performed. There were bulky items and packing services at the origin location at the time of pick up. Sincerely, UPVL Mgmt.