United Regions Van Lines

Thank you for your feedback. While we’re glad to hear that our movers were efficient and polite — which you acknowledged — we need to clarify several key points in your review, as it contains multiple misleading claims and omits important facts about your move. 1. Estimate vs. Final Cost You received an initial estimate of approximately $12,000, which was based on the inventory and services you provided at the time of booking. Like every customer, you were informed that this was a non-binding estimate subject to change based on actual cubic footage and additional services requested or required, including packing. Your final bill reflected: Slightly increased volume due to added items and full packing service Industry-standard packing practices, which include wrapping items for safety — not to “inflate volume” Additional services agreed to on-site, including stair carry and shuttle usage You were also given discounts totaling over $1,100, including: $776 off packing $375 off stair carry charges Those savings were applied proactively and in good faith. 2. Shuttle Fee The shuttle was required due to the geography and road access at your delivery location — specifically, a narrow, mountainous approach where a full-size moving truck could not safely or legally maneuver. This determination is made by our logistics and driver team, not the sales agent, and only when no alternative is feasible. You were notified in advance, and the shuttle fee is part of our standard published rate schedule, consistent with DOT regulations. To imply the shuttle was an intentional surprise or part of a “scam” is both inaccurate and unfounded. 3. Claims Process You noted minor damage, which — while unfortunate — can happen in any long-distance move. That is exactly why we have a claims process in place. If you haven’t already, we encourage you to submit the appropriate documentation so your concerns can be reviewed promptly. 4. Transparency and Sales Conduct You were never promised that your quote was final or guaranteed. In fact, DOT law prohibits binding estimates unless inventory is verified and frozen at the time of signing, which was not the case here. All estimate and pricing terms were clearly outlined in your contract and verbally explained by your sales agent. Final Position We delivered your belongings professionally and efficiently under contract, issued significant discounts, and followed all proper procedures regarding shuttle use, packing, and volume-based pricing. While we respect your opinion, your claim that this was a "scam" is inaccurate, and we strongly disagree with that characterization. If you have a pending claim or unresolved question, we encourage you to call our office directly so we can assist you. Sincerely, Customer Service Team United Regions Van Lines

Thank you for your feedback. We have reviewed your concerns and would like to clarify the facts based on our records and company policies. Estimate and Inventory Review Your original quote of $11,000 was based on the inventory provided during the initial phone walkthrough. Prior to the scheduled move, we conducted a standard quality assurance review and determined that the volume and services required exceeded what was initially disclosed. As is standard in the moving industry, the estimate was updated accordingly and communicated to you in advance. Cancellation Policy Our records indicate that your cancellation request was received outside of the contractually agreed cancellation window, which is why the deposit became non-refundable. These terms are outlined clearly in your signed agreement. If you have written proof of a timely cancellation that contradicts our internal documentation, we invite you to provide it for review. Refund and Payment Schedule We understand your concern regarding the refund timeline. However, refunds are issued only when cancellations are made within the designated cancellation period. If you were initially advised of a refund and it was later revoked, it would have been due to updated verification that the cancellation was not submitted within the allowable window. We’re glad to hear that your relocation was ultimately completed to your satisfaction with another provider. That said, we stand by our policies and procedures, and we remain committed to handling all customer interactions professionally and transparently. If you have documentation to support your cancellation timeline, please forward it to our customer service team so we may review it thoroughly. Sincerely, Customer Service Team United Regions Van Lines

Thank you for sharing your feedback regarding your recent experience. We appreciate the opportunity to clarify what occurred during the moving process. Estimate Process and Inventory Review As clearly outlined in our terms and conditions, all moving estimates are based on the inventory information provided by the customer. In your case, an initial walk-through video and inventory review were conducted, and a preliminary estimate of approximately $10,000 was issued based on what you showed and stated at that time. Following that, a second review was conducted verbally to verify the inventory. At that point, discrepancies were identified between the original video and the actual list of items to be moved. Accordingly, the estimate was adjusted to approximately $12,000, with your full acknowledgment and an additional deposit collected. When the movers arrived on-site, it became clear that the actual volume of items present was significantly greater than previously represented, requiring more truck space and labor than was originally estimated. At that point, a revised estimate was provided based on the true scope of work required. We made multiple efforts—including both a video and an inventory confirmation—to accurately assess the move prior to the moving date. However, inconsistent information from your end led to unavoidable adjustments. Communication and Coordination While you mentioned concerns about communication between departments, it is important to understand that operational adjustments are a normal part of the moving industry, particularly for long-distance moves. Different teams (sales, QA, dispatch, and drivers) specialize in different parts of the process to ensure thorough review and service delivery. Our team made every good-faith effort to work with you, update your estimate appropriately based on your disclosed information, and avoid unexpected surprises on the day of the move. Final Decision We regret that you chose to cancel your move, resulting in the forfeiture of your deposit, but the circumstances leading to the situation were a direct result of discrepancies between the inventory you initially provided and the actual volume of goods to be moved. We appreciate your past moving experience, but in this instance, it is important to acknowledge that our company followed proper procedure and was prepared to honor the contract based on accurate information. If you require further clarification or assistance with documentation, please feel free to contact our office. Sincerely, Customer Service Team United Regions Van Lines

Thank you for your feedback. We regret that you were dissatisfied with your moving experience and appreciate the opportunity to address your concerns. Pricing and Additional Charges Your final cost was based on the actual volume and services required at the time of pickup, in accordance with the terms outlined in your signed agreement. Any additional charges were presented before proceeding, not after loading. No unauthorized or surprise charges were issued—only adjustments reflecting the actual work involved. Delivery Timeline Per our contract, the delivery window is 0–17 business days from the first available delivery date, not from the pickup date. Delays, while rare, can occur due to factors such as route logistics, capacity, or weather, and are within the timeframes allowed by federal moving regulations. Damage and Claims We provide access to a third-party claims service for reporting damage or missing items. While we understand the claims process can be detailed, it follows industry standards designed to fairly evaluate and resolve claims. If assistance was needed with filing, our customer service team would have been happy to help. Labor at Delivery Occasionally, due to scheduling factors, additional labor may not be immediately available at delivery. However, it is never the customer’s obligation to assist unless they voluntarily choose to do so. We apologize if this caused inconvenience. We regret that your experience did not meet your expectations. If you have not yet completed the claims process, we encourage you to do so to allow for formal review and resolution. Sincerely, Customer Service Team United Regions Van Lines