Cathy M.
They're a broker and have no control with the actual moving company..
I contacted with them for a move from ATL to Louisville, KY. Got a quote. Did not know that they were a broker. They stay on the phone and push you to give them the credit card down payment. The movers showed up on the correct date, now 6 days later we can't get it delivered. United Pro Vanlines took $1500 downpayment. Then the mover came and of course the price went way up from the quote. They took another $2000, plus the movers extorted a huge tip from me. After 11 days 1/2 the shipment showed up. The movers demanded complete payment or they wouldn't unload the truck, after driving the 7 hours. Now, I'm out $4600+ and still not done with the saga. We're at day 20 and have NO idea when the rest will arrive. Their contract says they have up to 21 business days to deliver our stuff. In fairness to United Pro Van Lines, Judith and Justin have tried very hard to get information from the moving company and keep me updated. Which is appreciated. This has been a terrible, expensive mistake.
Response from United Pro Van LinesAug 1, 2023
Good Afternoon Cathy, We are terribly sorry to hear that you are not pleased with the carrier's performance and the industry guidelines that each carrier must abide by. The deposit reserves your space allotment, locks in the rate per cubic foot and any other discount or services that your Coordinator has prepared on your Moving Policy. Now each move is going to be very different from the next consumer, so comparing your move to another seems unfair. There are many circumstances that can vary such as the overall space your belongings take up on the truck, do you have large bulky items to be moved such as tool chests, safes, lawn equipment or appliances, then additional fees can be a factor. Your delivery location and the distance to be travel plays a major role in the transportation of your goods. UPVL is your broker and we advocate for you. We urge you to utilize our support team at the toll-free number during business hours so we can assist you in gathering your delivery timeline and updates from the carrier. Yes, you can call the carrier directly, however our team would be able to get details and updates quickly if necessary. We need to refer you to your Moving Policy which outlines our terms & conditions that we follow. Again, we sincerely apologize for any distress you may be going through. Our team is here to help.