Delay and damage
I hired United Van Lines / Mesa Moving & Storage for an interstate move, expecting the professional, “white glove” service that was promised to me when I booked the m
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I hired United Van Lines / Mesa Moving & Storage for an interstate move, expecting the professional, “white glove” service that was promised to me when I booked the move.
What I received was anything but that.
My delivery was significantly delayed. The truck experienced mechanical issues, and my initial delivery did not arrive as scheduled.
When the shipment finally arrived, 35 boxes were missing, including my king-size Sleep Number bed and other essential household belongings. This was not a minor inconvenience. Because essential items were missing, I could not reasonably live in my new home.
Those belongings were not located and delivered until approximately one month later.
For that entire period, I was forced to make alternative living arrangements while my belongings were missing. I could not properly live in the home I had moved into.
There was also damage to my belongings upon the first delivery.
One particularly troubling example is a leather chair that was damaged during the move. I provided photographs showing the damage after delivery. I explained that tape had been placed on the leather during the moving process. United has denied responsibility, claiming the damage was caused by “atmospheric conditions.” I strongly dispute that explanation and have asked them to provide the documentation supporting that conclusion.
I also purchased Full Replacement Value Protection for my shipment. Despite that, United's current settlement on several damaged items is minimal, including $0 for the leather chair.
For the disruption and loss of use of my home, Mesa/United initially offered additional compensation after an initial partial payment. I asked them to reconsider because the compensation did not adequately reflect what I experienced.
Their final response was essentially that the transportation was completed, my belongings were eventually delivered, and the offer they made was all they were willing to provide. They then closed the matter.
I want to be clear: I am not complaining about a minor scratch or a short delay.
My shipment was delayed.
The truck broke down.
35 boxes were missing.
My bed was missing.
I could not properly live in my new home for approximately 30 days.
Items arrived damaged.
And I am still fighting through the claims process to receive what I believe is appropriate compensation.
What has been most disappointing is not simply that things went wrong. Things can go wrong during a move. It is how the company handled the problems afterward that has been so frustrating.
I expected United Van Lines and Mesa Moving & Storage to take responsibility for the consequences of these failures. Instead, I have had to repeatedly document what happened and argue for compensation for circumstances that they themselves have acknowledged occurred.
If you are considering using United Van Lines or Mesa Moving & Storage for an interstate move, I strongly recommend that you look elsewhere.
Based on my experience, I would not use either company again and cannot recommend them to anyone who wants confidence that their belongings—and their time—will be treated with the care they deserve.
Move size: 1 Bedroom Home
Service cost:
$15000
