United Trust Van Lines

This was a mini move to a second home from Bellevue NE to Big Pine Key FL. Movers came to NE 7/20 to take designated items. Delivery request was 7/29-8/1. Items were going to warehouse in Dallas after leaving NE and movers doing another job in CO. Husband and I drove down to FL starting the following weekend and contacted company on 7/29 only to be told items were still in Dallas! When asked if they were coming that week, I was told not likely. After two days back and forth, we were told they try to honor request dates but contract states 3-21 days not counting weekends and day 1 is the first day you can accept delivery. Husband and I had to fly back home to NE on 8/4 so told them I was going to need a minimum of 72 hours notice to get a flight back. It was supposed to be put in our notes and dispatch notified as well. That didn't happen and had to scramble to get on a plane 8/21 after calling on 8/20 for an update, and being told items were coming on 8/22. Even with having a flight back to FL on 8/27 before all this chaos that I changed to 8/21 still cost me an additional $600. Then on 8/22 I was notified items would need to be trailered in as semi wouldn't be able to make turn on street. $1000 more but called and got agent to get it down to $800. Didn't show up in new delivery window of 2-4pm. Called driver who told me person who was supposed to help him unload the semi got a flat and didn't tell him initially so he was waiting for another person to come. Finally showed up at 6:15pm and finished around 9:30 pm. Everything arrived but broke mirror that attached to dresser and gouged an end table that had been refinished the year before. After they left, I found more damage when going up stairs to bed. Gouges in walls, scratches in door panels, gouges in floor and master bedroom dresser. In daylight next day I found gouges to composite decking, and a chunk of siding taken out of the home. The claims process was a joke too. Melanie emailed me the link to being the claims process and then I had to wait for her to get other paperwork over to me to submit, Also had to get three estimates. Got everything finally submitted by 9/12 and by federal law they have 120 days to respond. Heard back on 12/2 and they were offering $100 and denying the property damage saying it should've been noted at the time of delivery. I disputed back saying things weren't discovered till they had left and going up to bed as well as the fact that it was dark outside.Not like I thought I'd need to be going around with a flashlight looking for damage. Heard back on 1/13 and they still were denying things with now saying furniture could be rearranged after movers put things in and we could've had service technicians out for things which all were completely false and now offered $112. They did nearly $4000 worth of damage that we had to pay to get things fixed and this was a brand new construction home that was just done in May 2025. Absolutely sickening and in addition they also broke things we had packed ourselves in bubble wrap which I know they aren't responsible if they didn't pack it but it must have been from the way the boxes were handled. In hindsight, we wish we would've just gotten a U-Haul, paid people to load and unload the furniture items, we could've handled the boxes, and driven it ourselves. It would've saved us a lot of of grief and expense. I would steer clear of this company,

Move size: Partial Move Service cost: $7000