ComplaintsforHilldrup an agent of United Van Lines

• Initial Complaint

  09/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ************************************************* pick up all my belongings on Aug 26. It is now September 23 and I still havent received notice of delivery. Each time I call the company they tell me something different. Today they tried to tell me my 1st delivery day was Sept 30. I confirmed my August 30 first delivery date with at least 4 people. The company called on Sept 18 to say my things would be delivered in the next five days. It is now Sept 23 and still no word. Ive been calling the company every week. The sales people out right lie, and the customer service manager was rude and unhelpful. The sales manager now says I should expect delivery in 3 to 10 days. I never dreamed it would take more than a month to receive my belongings. Im starting to think this company is a scam, as there is no consistency between what their employees say. I just want my furniture and belongings back.

  

  Business response

  10/11/2024

  The customer scheduled their move with United Region Van Lines, not with Hilldrup or United Van Lines. Neither Hilldrup nor United Van Lines was involved in this move. For assistance, the customer should contact United Region Van Lines directly, as we are not affiliated with that company.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hilldrup provided conflicting information on claim deadlines with limited ********************* Even after assessing our damage and finding that the damage was a result of the move, Hilldrup is refusing to compensate for the loss in accordance with recommendations from the claim inspector they sent out.

  

  Business response

  10/25/2023

  Upon receiving this complaint, we have reviewed the details and concerns associated with Ms. ***** move. While her direct contact at Hilldrup was temporarily out of the office, our team has regularly been in touch with ************ and has offered several customer service gestures, along with a revised settlement offer. This has included conversations with various team members from our claims adjuster to our vice president of customer experience and process improvement. We hope these overtures will lead to a mutually satisfactory solution concerning this matter.

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 12, 2023 picked up Townhome in ********** **. April 13, 2023 delivered items to home in *********** **. $5,994.87 All items were packed, and labeled by me, with different colored pens to show where boxes where to be placed. I have a Hot Tub, and mostly antiques, as both parents passed and I am an only child. I also rented a 15 ft U haul and moved all tvs, fragile antiques, jewels, artwork, china, and pieces that were of high value that I was able to lift. On face time call, I went over with "****" the arranger of moves, everything in my home, and where it came from, that it was special to me, how it has been moved in the past etc. He assured me that "they would get all my belongings to ***********, I was in good hands. I have a Hot Tub. I personally drained it, cleaned it, secured the cover, wrapped the cord. 3rd party came out to unhook washer and dryer, he assured me there would be someone in *********** to help with setting this H.T. The movers came On the 12th they had no idea about the hot tub. I have an antiques sleigh trundle bed that I encouraged them to take pictures as the hardware is very complicated. The unloading was rushed, they did not place h.t. correctly, did not assemble hardware, trundle bed was taken apart with hardware inside, and left in my garage uncovered, barn table (Amish) is completely broken, sides, legs, my 4 poster bed has huge gashes of wood missing, side rails put upside down, secretary desk, is completely broken, 3 antiques trunks, hardware missing, scratched large splits from the heat and not being covered, antique organ damaged, china cabinet damaged, hot tub, does not work, 3rd party came out 2x to fix the dryer, to no avail, had to higher someone to fix, shelves in garage assemble incorrectly, I provided a 7 page document to them, May 10th. I called, nothing was done. Hilldrup said they were giving me to Travelers. sent a man, he said"I know nothing about hot tubs", was here maybe 20 minutes. Nothing resolved

  

  Business response

  07/28/2023

  We have reviewed Ms. ****** complaint with our team. The claim and complaint is currently in the hands of our insurance company,Travelers, given the scale of the damages and complaint.  Travelers has completed an inspection of the items that were damaged, and Travelers is now reviewing it so a settlement offer can be made. Travelers has been in contact with ************** and advised her that they would need time to review the inspection report before making an offer for settlement.  Travelers has advised Hilldrup that they are working as efficiently as possible to ensure Ms.****** claim is settled to her satisfaction. Hilldrup is providing all documentation and support that Travelers has requested so the issue can be resolved.  We ask that ************** allow Travelers a few more weeks to offer a settlement, but she can rest assured that the team is working behind the scenes to get to a resolution.
  

  Customer response

  08/02/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************
  
  
  
  
  

  Customer response

  08/03/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please see attached documents
  
  Regards,
  
  *******************
  
  
  
  
  

  

  Business response

  08/04/2023

  We apologize that ************** is dissatisfied with our original response; however, the situation remains in the hands of the insurance company, Travelers, who is still working on the claim. Travelers has reiterated that they are working as efficiently and quickly as possible. Once Travelers has concluded their claim and settlement process, we can determine if there are any further courses of action needed to resolve this complaint.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction Date: June 9, 2022 Estimate:$5840.86 Refined Bill: $8521.68 Dispute: 1. Estimated very low to get contract, estimated weight versus actual weight was 50% greater 2. Company is not accepting responsibility and paying for all damage occurred during the move Resolution:I have had many email and phone discussions back and forth with the company and item 1, they have not tried to resolve accept provide a small customer service cash adjustment Regarding claims company will not accept responsibility for all damages Account: Contract Number: H93-56-2 Detail Complaint:1.A virtual walk thru was done to provide estimate. 2 other estimates were obtained and based on Hildrups estimate we chose them. ******* would not have been chosen if the estimate was 25% higher. I felt they estimated low in order to get the contract and it should not have 50% higher than the estimate (est. **** vs act *****), Estimate should have been more accurate. This is a bad business practice to get the contract.2.They are not accepting responsibility for the damage they incurred.We had purchased a new Washer and Dryer for the new place and due to covid supply issues and availability after the move. Purchased from Costcos and removed original packaging, left in plastic covering and protective styrofoam. Units were inspected for damage and taped back up for protection. When the movers came it was inspected again and shown no damage. When delivered damage to washer was had occurred. Movers are saying the washer was in original packaging and could not tell if there was any damage and therefore refusing to accept responsibility. This is my big issue where I want them to replace the washer and they refuse. However, the dryer and washer are a set. If they cant get the same washer model then I want them to replace the entire set and not have a mismatched set.

  

  Business response

  10/25/2022

  Upon further review of the issues raised by **********************, Hilldrup can offer additional information, based on our records and interactions to resolve this matter. Our move estimates are subject to change based on the actual weight of the customers household goods. This is specified in our contract,which ********************** signed. Our virtual survey representatives are trained to offer the most accurate estimate they can, but they are not able to provide an exact estimate.
  
  According to our crew members about the washing machine, the appliance was packed prior to the move (not by Hilldrup), and as such, any damage would be considered concealed damage since the crew was not able to inspect it. Upon delivery, the packaging was removed, and the damage was identified. However, it is impossible to determine when the damage occurred, specifically, if it was already damaged before our team took possession of it. We have issued a check for $250 to address Mr. ********** concerns, and offered an additional $300 check, which he refused, asking instead that the claim be sent to our insurance company, which we have. We apologize that ********************** has had such a frustrating experience, and our team continues to be happy to discuss this matter with him further if necessary. He is encouraged to reach out to our Customer Assistance Manager, who can be reached at ************.

  Customer response

  11/22/2022

  
  
  

  I wish to reopen this complaint based on the following reasoning.

  
  

  I had missed the response notification from the business to respond.   Since then, as stated in the business response, I have contacted the business to readdress the issues and continue to work with them to have a satisfactory outcome.  I have tried to work with them exhaustively to address my concerns.  Reaching out this final time, they stated they would not escalate the claim any further unless I pay the cost related to the weight increase.   I paid that amount to proceed.  *********** sent the claim issue to their insurance company.   I didn't hear anything for 3 weeks and called back to get an update.  Hildrup representative ******* was suprised that I was not contacted and she provided me with a contact for the insurance company rep for me to reach out to.  I left a message for the rep and did not get any response on 2 separate attempts.   I contacted Hildrup rep again and they finally provided me with a response stating the insurance came back and relayed no additional amount would be provided and they sided with Hildrup.     

  
  

  The moving team lied about how the washer was packed in the original packaging.  There was only plastic sheathing remaining after the original purchase delivery. During the packing of the moving truck, the team member stated they would add additional packing material to better secure and protect the washer and dryer units.   If the washer and dryer were in the original packaging (Cardboard Boxed, styrofoamed and plastic wrap and fully protected), there would be no reason to protect the units any further.  

  
  

  Again, going back to reviewing the units with the moving team prior to them touching the units and confirming no damage has occurred with units and them causing damage to the washer, I wish to reopen the complaint.  

  
  

  Please let me know if that will be an option to reopen this complaint.

  
  

  Thanks Rich

  
  

  --
  

  
  

  Helping companies meet business objectives and impact growth using my experience and excellent project management abilities.

  
  

  *********************************, PMP 

  IT Professional / Leader in Project Management

  C: ************.

  
  

• Initial Complaint

  01/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company has inaccurately billed me and continues to harass me for payment. The day before my move, I provided my credit card to pay the outstanding balance of $606.38. Two weeks later, they send me another bill for $******. I told them I was paid in full before my move and there is no way there can be overage charged. Two weeks later, they send me another bill for $******, which doesn't reflect the original payment of $******. I have explained to them over and over that I was paid in full and their invoices are not legible for the customer. They claim it is storage overage, but they can't explain how I was paid in full the day before and then suddenly have charges. Their billing is inaccurate and they are preying on individuals who can't defend themselves. The attached email exchange shows what was owed, what I paid, but they didn't include the $******. I have attached the charge on my credit card statement.

  

  Business response

  01/13/2022

  Upon further review of the issues raised by Mr. *********, ******** has confirmed he does not have any remaining balance due. Unfortunately, there were some internal discrepancies concerning various fees; however, Mr. ********* has paid for everything outlined in his estimate. ******** will absorb the additional fees and apologizes for the confusion and frustration experienced by Mr. *********.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩