United Pro Van Lines LLC

Good Evening Arif; We reviewed this file with Mgmt. to determine if the claims made against the carrier were warranted. We found that upon the carrier survey of the home, there were add'l services to be performed such as stairs in the home and possible long carry fees for the great distance to bring the goods out of the home. Also, there were more items to be loaded than what was provided by the shipper in the estimated at booking. More items will created more space used in the truck which carries add'l charges. Since an agreement to perform loading services could not be met, shipper refused service to proceed forward with the relocation. This is classified as a Refusal of Service. As per the Moving Policy Agreemenr, Section # 20. AS THE CUSTOMER, I AGREE THAT ANY REFUSAL OR DENIAL OF SERVICE, EITHER VERBALLY IN PERSON OR OVER THE PHONE, WILL BE TREATED AS A LATE CANCELLATION MADE OUTSIDE OF THE CANCELLATION WINDOW. I UNDERSTAND THAT NO REFUND WILL BE ISSUED IF I REFUSE OR DENY SERVICE DURING THE PICKUP WINDOW.
Therefore, no refund issued. Shipper disputed payment with merchant which was rejected due to supporting documents presented by UPVL Mgmt. If you have further questions, please contact Customer Support at the toll-free number during regular business hours.
Thank you Kundly. ..read more

Good Afternoon Cesar Woodson; We are completely elated that you took the time to share some positive feedback regarding your interactions with our staff. We strive to provide each client with a great experience, taking the stress out of the moving process. Our Team is here to offer assistance throughout the entire relocation. If you have any comments or questions, please let us know what we can do by calling the toll-free number during regular business hours. We are to help.
Many thanks and make today a great day! ..read more

Greetings Vardan Khachatryan;

Our records indicate that the consumer signed up for services on 9/06/2023 and secured their reservation with a deposit of $1,290.00. The following day, 09/07/2023 09:20:57 am Our Customer Service Mgr. received a request from the consumer to please Cancel my reservation. The Department Mgr. decided to take this matter to senior management in regards to cancellation. Our findings reflect that the customer is canceling the reservation within the Cancellation policy window. Our policy states that refunds can take “up to” 14 business days for processing. On 09/20/2023 11:45:30 am The customer inquired why she hadn't received a refund. We advised per our policy; the process can take up to 14 business days which 14th business day from the date of cancellation will fall on 9/27. Senior Mgmt. Staff is handling the matter and customers will be notified once funds are released. The following few days Vardan continued to call our Customer Service Dept. and question our company policy insisting the refund be processed immediately. Again we advised that the refund is in process and will be completed within the timeline presented in the original conversation back from 9/07. The refund was submitted for processing as indicated on 9/27 and on 09/30/2023 02:37:32 pm our Sr. Mgmt. received notification from the bank that the customer was refunded in the amount of $1,290.00 and this action was completed as of Sep 30, 2023, 2:36 p.m. EDT Reason: Canceled. Cancel per special cxl window.

This file is considered closed and no further action is required at this time.
Thank you for your patience and understanding.
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It's great to hear from you Franklin Arvizu. We are so pleased that our Team provided such top quality work during your relocation. Our goal is for each customer to have a favorable outcome while they are relocating to their new home. No move is too small or too big for our Team to handle. We wish you the best at your new home in Wesley Chapel, FL. Thanks again & we look forward to offering any assistance that you may need in the future. Best Regards, UPVL Mgmt. Team
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Greetings Jerry Dominguez; It is so wonderful to hear from you. The entire staff thanks you for those kind words. As you are getting settled into your new home in Hockessin, DE please do not forget to go over your post-move procedures and follow-up with any providers that can assist along the way. Referrals for debris removal, cleaning services and maintenance are just a few that clients forget to check if they are in need. Sometimes having a handyman or housekeepers for these big occasions are extremely helpful. We can link you up with services in your area if requested. We wish you the very best and please utilize our Customer Support Team for questions or a copy of your paperwork. Thanks again and have a blessed day! ..read more

Hello Chris ~ We are so pleased that you had a positive relocation. We can't tell you how happy we are to hear those nice words you posted. If we can every assist you again with relocation services for you or a family member, we would love to hear from you again and get you a great discount as a repeat customer. Thanks again and we wish you the very best.

Hi Ms. Vanessa. We are so happy to hear that we met your expectation of servce. We strive for the best customer service for our clients. If we can assist you again in a relocation or you have friends and family... please call our office and we will get you a competive quote. Thanks again and we wish you the very best.

Hey there Don! We woud like to extend our appreciation and gratitude for those kind words. And we would love to offer you some additonal savings in our loyality program if you or a family member signs with us again for another future relocation. Thanks again and we wish you the absolute best.

Hi There, Jerry McCarty. It was a pleasure being able to work with you while we relocated your family to Tampa, FL. We are so pleased that you had a wonderful experience and our Team was able to provide you the service you expected.