Joseph K Lly

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Verified Reviewer
| map-marker Chetopa, Kansas

Consumer Awareness

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Upack - Consumer Awareness
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Updated by user Jan 24, 2024

I call in and every person that answers refuses to try and resolve the issue fairly because a manager wrote instructions to staff not to talk to me so this is a malicious attack on behalf of an employee. This is very hateful and unecesssary and I’m afraid something bad is going to happen. I keep telling them my poor situation with the hackers that stole my vehicle are draining and closing my accouns making any further payments impossiblle

Original review Jan 17, 2024
This company is currently ruining my life. I paid them over $20k to move four trailers 1300 miles and despite having a trip from *** battling winter storms and losing two vehicles along the way (one broke down the other stolen) I arrived and emptied three trailers alone in freezing conditions and now am having the final trailer being withheld with U-pack demanding an additional $3k storage fee on top of the $3k storage fee I already paid as part of the $20k.

I took a loan out on my real estate and vehicle to pay the bill in full before I left Las Vegas not expecting them to charge me another dime. I was so broke by the time I arrived at the destination in Kansas that I did not have money to eat nor to fix the furnace at the destination. For the past month I have lived horribly because U-pack denies me the property I entrusted them and paid them to move for me. I have no transportation, I dont know a soul here and am losing my remaining property back in Las Vegas due to U-pack delaying my return with their relentless efforts to squeeze me for more money I dont have.

I should never been asked to pay anything else as I paid the bill in full from the loans I had to take out. The management has no compassion for what I have been through nor do they seem to care my position is dire and Im going to end up killing myself if they continue to torture me and deny my property and continue to cause me to lose everything I left behind in Las Vegas as I expected to have returned there by now. This company is greedy and has a double standard when it comes to use of their trailers. So yes U-pack is definitely ruining my life right now keeping me stuck and refusing the property I desperately need as foundation for successful business operation at my new location.

U-pack would rather try to take my assets rather than build a good customer relationship with someone that came to them for help and not to be destroyed. What they are doing to me is an outrage and immoral.
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  • No understanding
  • Excessive storage fees
  • Greed

Preferred solution: My final trailer delivered immediately without any further charge

User's recommendation: Don’t risk your property

Rebecca S Hff

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Verified Reviewer
| map-marker New Haven, Connecticut

Disregarded Guarantee

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Upack - Disregarded Guarantee
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On May 2nd 2022, I started the process to reserve a U Pack Pod. Delivery set for 08/12/22, pick up set for 08/17/22.

Delivery at destination scheduled 08/26/22.

U Pack / ABF did not bring the appropriate equipment (a forklift) for drop off of a pod on 08/12/22. I provided (per clause 7 in the contract) an appropriate space for the pod -- a space to park the truck and a paved area sufficient for the pod itself.

ABF/UPack refused to retrieve a forklift from the neighboring town for an additional $500 cost to them.

The company did NOT offer viable alternatives. The alternatives were: 1) I could find another space for the pod to be parked (ex. permitted street parking: not feasible in the circumstance), 2) I could delay the pod arrival to Monday, 08/15/22, or 3) I could load the pod over the weekend at the moving facility (I would not have reserved a pod if I knew I'd also need to reserve a moving truck).

I reluctantly opted to delay the pod's arrival to Monday, as this was the only feasible option -- including working with another company given the total lack of notice ahead of time regarding the forklift situation & time sensitive nature of the move.

No discount was offered for the extreme inconvenience. I was also hung up on multiple times on 8/12/22 when trying to figure out a solution with dispatch. I was treated as a chore rather than a person in a stressful situation (because of U-Pack) trying to receive service on the reservation/guarantee that U-Pack assured me (since May!).

I was also informed that the company did not assess the location prior to delivery, which is a discrepancy from typical protocol. Had this happened, perhaps the company might have thought of alternative solutions ahead of 08/12/22 and reached out to me.

The pod was dropped off that Monday and picked up on Wednesday.

The pick up could not be delayed or else delivery by the 26th would not be guaranteed. I was told that the company would call prior to picking up the pod; They did not. A result from the delay and lack of promised communication regarding pick up: I had no time to finish packing -- half of my belongings were left out of the pod as a direct result of the negligence of U Pack.

This was totally unacceptable. The onus of problem-solving was on me and the company took no responsibility for their lack of appropriate equipment and poor customer service.

I have pictures of the truck, pod, contract, furniture left out, etc.

I also have written records of phone and in-person conversations with date & time marked.

I have included a portion of these below.

This company cost me hundred->thousands of dollars in furniture replacement with no remorse or compassion. Their guarantees are meaningless, and they made a very stressful time 100x more stressful.

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Preferred solution: Price reduction

User's recommendation: Do not use

Roseann C Jga

Overcharged and JESSE Refused to adjust my bill!

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I have used U-Pack on more than one move across the country and as of today I can say that they have gone down hill thanks to JESSE out of the main office in Arkansas.

I had moved across the country back in April and had the Lawrenceville, GA office hold my cube ever since. I was told to call the main line to get them to adjust my full monthly rate because my bill due date is tomorrow October 6th and I'm having my cube delivered this Friday, October 8th.

JESSE refused to help me after I have been informed that they normally due this.

So now I'm paying my full 30 day fee for a few days.

BEWARE of speaking with this kid and using this company.

They obviously could use losing customers!!!!!

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  • Overcharge customers and refuse to address it

Preferred solution: Price reduction


Can't even deliver on time!

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Very upset with this company. Our truck was picked up Monday and we were given 2-4 day delivery time frame.

I was told by 1 person it should be there by Thursday. My family and I drive up to our new empty home Wednesday night to be here for the truck Thursday. Call Thursday to find out our truck hasn't even left California! So I was told we could possibly have our stuff by Friday.

Well here is Friday and I'm now being told they are hoping for Monday this coming week! I'm beyond livid and they could only compensate us a lousy $150 when we paid over $1600 for the truck. My family and I have now had to find a place to stay since we have no furniture or anything and we had to sleep on the floor and spend more money that we cant afford. This is the worst experience I've ever had!

I was definitely hoping to have a better experience with u-pack since you see their trucks everywhere. It's a 9 hour drive to our new home from our old home. I understand the truckers can't get here that quickly but a week?? And I was just told it's not a guarantee the truck will be here Monday.

So myself and husband and our kids have to suffer for their mess up! I won't ever do business with u-pack again and I will be contacting the BBB.

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Reason of review:
Problem with delivery
1 comment

International van lines was supposed to deliver at the end of april... it's now kid june and my stuff hasn't arrived

Kayliegh Laq
map-marker Phoenix, Arizona

.....never again

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me, my mother and my boyrfiend all ensured out stuff was, bubble wrapped, padded and secure before our move,

we moved or entire life across the states

when we went to pick up our stuff, so much was damaged it was unreal. I get things are bumpy driving across the states, but it literally looked like a train wreck.

our tables, chairs were damaged, boxes that were wrapped were shredded, there were cd's all over the place (that were secured in bags.

almost everything was scratched, our dresser was completely broken, frames that were wrapped were broken. It looks like someone carelessly drove. I mean we packed up a uhaul to the max and went far and nothing shifted (same way it was packed in the upack and i think uhauls are terrible)

we had to pay close to 500 dollars to replace our damaged goods and spent 2300 to move it...

when i asked for a claim to replace our damaged goods they denied us because they didnt "touch" any of it

needless to say, not very impressed given 2300 dollars was given and we couldnt even get 400 of it back.

never will i use this company again, period, we are now broke, in a new state and they couldnt have cared less.

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Reason of review:
life destroyed

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