U Pack

Bottom line: UPack did everything they promised.

We moved from Boston MA to Portland OR, using UPack. We went with them because we thought we'd be able to load/unload ourselves and didn't want the hassle of driving a large vehicle across the country.

This was our first move in over 30 years so there was a lot of stuff - probably more then we should have brought with us. The (huge!) trailer was dropped off within the promised 4 hour window and left in our driveway. It took us 5+ days to pack.. thank goodness for the weekend and that they picked up the trailer near the end of the 4 hour pickup window.

We had to store our stuff for almost a month since we hadn't found a home in Portland, but UPack accommodated us for the regular monthly storage rate.

The trailer was dropped off at the new destination within the promised 4 hour window and we were able to unpack it in about 6 hours, hoping that they could take it away the next day (Friday, so the driveway would be clear for the weekend.) We were a little disappointed that they didn't come Friday, but we noticed mid-day Saturday that it was gone.

The three drivers we dealt with were all friendly and helpful. They helped us set up/remove the ramp at both locations. The personnel in the dispatch offices and the call center were also helpful and accommodating.

We did experience some minor damages, but I blame our packing technique for that.

Problems.. The only way to tie stuff down was with the slots in the walls. It was secure enough but not conducive to tying with ropes. Also, the bulkhead they provided to seal our stuff in was very hard to secure; we got it finally, but it was a struggle. Finally, as we looked at houses to buy, we were always aware that a 29' trailer would need to fit somewhere nearby for us to unpack. (not necessarily a problem, but certainly a consideration.)

Overall, this was a smooth and trouble-free move and UPack was an important part of that.

Service cost: $5500

The initial quote online was different than the final quote, because we did not "finalize" the original quote. Labor costs were significantly different (double). It took many phone calls to ensure they had the correct delivery address. The delivery of the truck for us to pack was over 4 hours late with no communication and when we called, the time kept changing. We had friends and family to help load, that had to leave, meaning we could not load and secure the items we wanted to before the moving labor (U-pack supplied) came the next morning. As we were inside the house assisting with moving items, we could not also verify every piece loaded and secured. After the 3 hours of loading, the laborers left and we finished packing the last items (bikes, lamps odd sized etc). When the labor we hired to unload the truck opened the truck at destination, we found many pieces of furniture significantly damaged. Some was from the loaders (u-pack supplied) pushing furniture across the grated floor, breaking the back legs. Other items showed less damage, but although the floor of the truck "looked" swept clean, there was apparently oily greasy residue that was now soiling some furniture pieces. Other shelving units were WAY over-packed with heavy boxes causing the shelves to break, and the back of the units to "blow out". A china hutch had huge gouge marks on the front edge, There was significant load shifting and damage, including an 800lb ratchet strap that was broken. This showed the driver(s) were careless and even reckless in delivering the contracted load. U-packs only comment was $.10/lb per freight contract. You know as well as I do, this might be acceptable under the law IF THE LOADERS AND DRIVERS ACTED IN A PROFESSIONAL MANNER. If U-pack and its loaders violated the contract by acting in a careless manner not considered usual and customary, they should be held accountable for the full extent of the damages they caused. This was NOT our first move, NOT the first time we used a freight company, NOT the first time reading a freight contract.. It WAS the FIRST time I felt I had become one of the victims of the great freight scam allowing companies to hide behind the $.10/lb law. Its time for this to change. We have a new president, we need new laws to protect the consumer. In the mean time DO NOT USE U-PACK. unless you don't mind repairing and replacing Expensive furniture.

Service cost: $2500

Used U-Pack to move from CA to Hawaii. They were competitive for the amount of items that we were moving and the price quoted was what we paid, so there were no cost surprises. POD arrived when scheduled, picked-up on time, and arrived at destination as scheduled. Packed items our-self and it arrived with no damaged items. Liked that we put our own padlock on the container so I didn't have to worry about anyone else accessing. Because the POD couldn't be delivered directly to our home in Hawaii, it was held at the freight company facility. We were not due to arrive in Hawaii when the POD arrived, called U-Pack and they gave us a few extra days to unload the POD, no additional cost for storage. Text messages with links alerting me to issues, status of delivery were great. Any question I had was always answered. Never had any issue when contacting U-Pack. They were always responsive and professional. I would definitely use them again and recommend them to friends.

Service cost: $3100

Summary: They only use large tractor trailers and could not deliver to my home. They made me unpack at their warehouse, re-pack a moving van, and move myself from their warehouse.

The Details: Nice people working for a terrible company. U-Pack is actually the *same company* as ABF, a large commercial freight company. They have hired friendly, competent support staff, so I thought I was dealing with a residential moving company.
However, when I called to schedule delivery of my Cube, I was transferred to the Warehouse Dispatcher, who wanted the code on my Bill of Lading!

I was then given a *9-hour* delivery window (8am-5pm) and told that I had to be present for the entire time. They did not show up. At 5pm, the driver called me and asked me what time it was. He then told me that he would be there in about an hour.
He called an hour later to say that he was nearby, but he was driving a 50-foot tractor trailer which would not fit down my narrow street. This has happened to the driver before. His Dispatcher then told him that he had to leave, because he couldn't be late returning to the warehouse.
Numerous phone calls later, ABF told me that they *only* have large tractor trailers and could not deliver to my street.

Although they signed a contract listing my address as the destination address, they refused to honor their contract. They refused to arrange to deliver my goods in a smaller truck. I had to rent a truck, drive 45 miles to their warehouse, unload the cube at the warehouse, pack the truck, and then drive home and unload again. After several long phone calls, I was able to get them to refund part of my moving cost.

I had to move twice, not once.

Service cost: $1076

The sign up process was really good. Phone representatives to schedule were awesome. I originally scheduled one truck then asked for another just in case. I was delivered two and the driver placed side by side in my driveway. No complaints about narrow street.
I arranged movers with U pack. Easy. They don't have liability and we're trying to save me space so my washer was crushed. The trucks don't have springs to soften the pressure. Many boxes crushed. I am uncertain of the extent of damage as my things are in storage but many boxes were not in good shape.
To get it all in one truck we did not have room for the ramp. I asked the mover and he said they will bring you one at the destination.
I had movers scheduled for the next day after the truck arrived. We discovered no ramp and I called U pack destination center. I was told one would arrive the next day but the trucker not affiliated with ABF said he was the only delivery to our remote location and he would not deliver a ramp because he doesn't lift things. Sure enough the next day I had three movers and no ramp. Kept calling, promised a ramp, finally I was told no ramp was coming. My movers could not come back the next day and worked so hard jumping up and down from the semi trailer. The heavy stuff was brutal. Took twice as long without a ramp. Many things dropped including my TV. I have no idea yet of the total damage until I get my house and can unpack.
So a warning..the truck ramp is large and takes up a lot of available truck space you will not be able to use but will pay for. Don't try to not include the ramp. We had left ours with the second trailer we didn't use, but it did not allow the second destination center any place to put one for delivery. Remote areas require them to use independent outfits that ABF can't control.

Service cost: $2900

This is by far the worst moving company I have ever used. I have used quite a few different moving companies in the past, due to moving a lot with the military. Everything seemed to be going great until I had to call to give the final delivery address. I called the number on my email and the guy that answered was rude and transferred me to someone else. When that someone else picked up, he was also rude and asked who transferred me to him. He then tried to transfer me to someone else, but I got him again. He tried 2 more times and finally on the second try, someone else picked up and then transferred me to someone else. Finally, after getting to the lady they were trying to transfer me to, said she couldn't take the address and I needed to call another number. I called that number and got the same lady that had just given me a different number. She gave me a different number, same thing happened. I cursed and asked to speak with her supervisor and she hung up. I tried the new number she gave me again and the very first guy I talked to answered and said someone at the correct number was trying to call me, which no one ever did. I asked to speak with his supervisor and was told "I don't care, you're still going to have to pay," stated he was at lunch at 2:30pm and hung up. I logged onto the website and there was a different number. I called that and got the same lady that hung up on me. I called back and this time I didn't hit any of the menu options and got someone completely different. He actually took my address, gave me the cost of how much it would be to get to the hub and then told me they don't offer service to my new address. He informed me that I would have to rent another moving truck, drive to the hub, unload all my household goods onto that moving truck, drive to my address, then unload everything again. I was never told this when I had first placed the order to move, otherwise I would have went with a different moving company that would actually deliver to my new house. Who in their right mind would want to unload a moving truck onto another moving truck, just to unload again once they get to their new home? I will never recommend this company as a moving company and I have no idea how they are still in business. At this point, I will be refusing all payments made to this company and flying back to my old location, unloading all my stuff onto a moving truck and driving everything to my new home, personally. Something I should have just done in the first place.

Service cost: $7000

Worst experience ever! Wait time for our truck to be delivered was 2 hours over quote time..which is great when you are waiting around in an empty house. Customer service did not seem concerned with the inconvenience it caused or the damage to our personal belongings. U-pack trucks are not air-ride equipped so unless your movers (or you) secure the items and use blankets,padding, etc, expect damage. U-pack booked the "professional" movers for me and they did a terrible job. I would not recommend this service to anyone unless you would like to end up with a truckload of damaged goods. Overpriced for what you get. Spend the extra cash for real movers, with a real moving truck.

Service cost: $1000

I was super happy with UPack! I didn't have to be there for pick up and drop off at the new location. I got to load the trailer myself so I knew my stuff was secure and packed the way I like it. They stayed within all the time frames they gave me. Customer Service was always very nice and willing to answer all my questions. All I had to worry about was me and the kids driving my own car! We moved to Indy with a group of people leaving at different times and I highly recommended UPACK to everyone!!

Service cost: $1680