U-Pack
Reviews and Complaints

Very poor service compare to the fees they charged. I left my relo cube loaded at Ocala, FL service center on August 9th. They told me it will take 5-7 business days to deliver to San Antonio, TX service center. Door-to-door service was asking $2500. I chose the service center pick-up and drop-off option which cost me $1200. not worth it. Why? Below are the reasons,
1. Not shipped on time
2. Not delivered on August 18th as they promised (Delivery date was promised from August 16th to August 18th)
3. I and my family with 16 months old daughter spent 10 nights on the carpet as I don't have any extra money to buy the bed or accommodate a hotel room. I'm not sure how do you feel watching your kids running around in an empty room and sleeping on the carpet.
4. The little one went through a lot of trauma. I'm not sure how she will recover it. Before the move, she was a joyful and quiet kid. Now she is crying most of the time, even during sleeping.
5. I only chose U-pack because of their reputation and I need all those shipped items for my kids. 10 nights is not a joke. If you have kids, I'll not suggest their service at all.
6. When I call them regarding the shipment status, the man on the other side of the phone was rude and the way they respond was it's my fault to chose them for the shipment.

Note: I'm not sure how my daughter will come out of this trauma. We learn our lesson. Next time I'll not even think about to take their service.

I just got off the phone with a booking representative Aquiles *** and without a doubt that experience confirmed that I will NOT book with upack nor would I ever recommend anyone to use them.

I left the call extremely disappointed since this was a top choice for moving. I felt pressured, unreasonably so, to book over the phone to make a reservation and provide my credit card information over the phone. I explained that I wasn't necessarily comfortable with that and wanted to know more about the online options and he was incredibly rude and extremely pushy about booking my reservation right now and on the phone. He explained that there were only four trailers left and I understood that but said that I was still exploring all options and not ready at this time.

He then proceeded to say in an aggressive and rude tone "well good luck getting a trailer than" which was incredibly unprofessional. I asked to speak with his manager and he said he was the supervisor which is very disturbing. I let him know that he had a terrible attitude and that is not the behavior you should have towards a client and he continued to be very rude to the point where I said well I definitely won't be using your services and hung up the phone.

It is a shame because I was really looking forward to making that reservation after I gathered some more details but after that experience, I absolutely do not want to proceed even if that means going with a higher priced company.

First, when I called for a quote, the pricing for the service went up $200 mid-phone call. The salesperson, Abigail, said that sometimes pricing changes at any time like that. Then, the quote Abigail gave me was for 2 relo cubes. I told her I only needed one. She said no problem, we will drop off a second cube just in case you need it. She said if don't use it, UPack will deduct the price. I asked her if she was positive and repeated what she told me to make sure I heard her correctly and she confirmed. I thought that was a really great feature, so I accepted. The day of drop-off, they only delivered one relo cube when I had planned to use both after their sales told me they would deliver two cubes. When I called to ask what happened to the second one, they said my order was only for one cube. Which it was, but their sales had told me they would deliver two. I spoke with Neal and he didn't care what sales told me, the paperwork only said one cube. I asked why their sales would lie and sell me something that wasn't true, but he had no answer and did nothing to rectify the issue. He said I could order a trailer for over $1,000 more if I needed more space. Which i did not budget for so I could not do that. Since I was moving the very next day and it was too late to change companies, I was left trying to fit everything into one cube despite them telling me I would receive two. This is not honest, ethical business. I will never use them again nor recommend anyone else to use them. If they lied to me, they will lie to you too.

My delivery at the destination was 3 days late, and probably would have been later if I didn't call multiple times and air my grievances. Many of the late days were on the front end of the delivery when the trailer was in Missouri. These late days were attributed to 'adverse weather' by the driver, when the weather throughout Missouri was 65-70 and sunny. I was finally told by one of your employees that the 'adverse weather' was because commercial freight had been significantly backed up a couple of weeks prior; I was never told that my stuff wouldn't move if the commercial freight wasn't there. I was also never made aware of the fact that U-Pack wouldn't fully deliver to my destination; that I would have to wait another day or two for my stuff to be turned over to this other freight company. After talking with the other freight company, they had 3 other UPack deliveries that customers were giving them grief about that week. The multiple people I talked to at this company all agreed, this is a regular occurrence when dealing with UPack.

Make it better known through the application process about the adverse weather policy your drivers use, and also that the customer might have to wait a few extra days AFTER the estimated time of arrival.

One more thing: When one of your customer service employees is talking to a customer, the answer should never be, "Well, it is only an estimated time of arrival; you can't take those dates too seriously." That's an extremely lazy answer, and shows that you don't care about your customers. Do better.

Phenomenal. I actually just sat down from a standing ovation. From start to finish I didn't have to jump through any burning hula hoops or pole vault a single ant hill. It was seamless. The scheduling was simple, the phone operators easy going, caring, and nice. The virus re-scheduling, which was induced by my employer, was strangely even easier. The truck drop off was great, punctual, I had advance notice it was in the area by text and telephone. Additionally, the Old Dominion truck driver (Anthony) was probably the nicest trucker I've even had the pleasure to talk with. Anthony put the truck just where we wanted it and even took the time to walk us through the finer points of how the trailer worked and best practices for loading. The trailer itself was in great condition with sliding bar contraptions that made packing the thing very efficient. We had plenty of time to load and even called U-Pack to have them come pick it up early which was last minute on us. The trailer pick-up driver (Mike) was just as friendly and easy to work with as Anthony so bravo to Old Dominion. U-Pack gave us the option of storing the trailer at the closest depot to our destination or moving it straight to our new house. It was our choice and they offered by calling and asking when our goods were close in transit. We had the ability to track the trailer in route at anytime just by calling the local U-Pack office or the national desk. I'll end by writing well done U-Pack. Money well spent, I'd do it again. Thank you for not making me blow out paper sacks hyperventilating about simple things when I've got way too many big things going on.

We chose Upack (ABF trailer) for our move from Riverside, CA to Jacksonville, FL in part because of the price, the ease of booking, and lastly the confidence in the company when we had used them for a military move about a decade prior. We packed our items on 1/21/22 with an estimate or arrival from 2/2-2/4/22. Once I heard that there might be a cold weather front in the north, I assumed and accepted that there might be a delay. I did receive any notification letting me know but when I called on 1/31/22, I did receive news to expect a few days in delay. That was fine with me. Since then now 2/14/22 and 25 days in since we packed our items, we are still without our belongings. I have had great service our of the Jacksonville service center as I called them each day to check in. Even they have been dumbfounded as to the delay because the items took 2 weeks to travel from Chicago to Winston, NC and now have been sitting there for almost a week. The trajectory I'm told is that the shipment will travel from NC to Atlanta and then to Jacksonville but they cannot provide any sort of timeline and online the arrival dates continues to be pushed. The front end experience of this service was easy and helpful but this part has no short a nightmare. We took along prescriptions to last us 3 weeks and packed others thinking that in no way would it take longer. Now we are nearly without refills in the middle of changing health plans. It's been no short of a nightmare in that sense. I'd like to request a refund of some of the fees I've paid. Considering the refund rate I'm told is typically $50/day over the estimate delivery date that would be over $1000 by now. Upack - how can I go about making this request and expediting the arrival of our belongings?

WARNING WARNING WARNING! Don't use this company, it's a scam and a low-rate, low-level trash type of company. When I scheduled my son's move from Texas to Milwaukee at the end of June, they charged me an additional $250.00 to deliver items they knew would arrive on the original expected date of arrival. The items actually arrived 3 days prior to the expected date, but they make you pay an additional 250.00 to deliver your items on a date request, but it's really the date they'll arrive even with the additional fee, SCANDALOUS. Once our son items arrived in Milwaukee, we paid and from there things went downhill. The items arrived broken, chipped, and scraped. Yes we did the packing, we wrapping all necessary items, we used foam, the proper boxes, wrap tape, and wardrobe boxes yet we had 750.00 in damages. I also had a guy from the unprofessional group of uneducated clowns, hang up in my face when I called in to inquire about the small cubes they delivered to our home, that can only accommodate a 1 bedroom efficiency that only has a bed a dresser and a few boxes. They took the liberty of telling stating in an email that they have a clause in their contract that state if you pack they are not responsible. This means no matter what *** DRUG *** NON-LICENSED TRASH they have driving your items from one state to the next and the skill-set of the driver, YOU'RE RESPONSIBLE FOR ANY AND ALL DAMAGES. PLEASE PAY THE EXTRA FEW 100'S AND HIRE ANOTHER MORE REPUTABLE COMPANY, THESE TRASH ARE NOT WORTH YOUR SAVING THE FEW 100 OF DOLLARS. Our total was $2136.00 and they were not worth a *** dime. It's a scam please run run run, it's not worth it, these folks are bottom level feeders that prey on people trying to conserve their funds in light of the pandemic. RUN RUN RUN, SAY NO TO UPACK!

ABF U-Pack is one of the worst companies I have ever encountered. My wife and I recently moved from Fairfax, VA to Montgomery, AL. If I could give zero stars, I would. They operate more like an extortion ring than a moving company. Their equipment was substandard and dangerous to use due to its flimsiness. The plywood "bulkheads" to secure the shipment were little more than disintegrating particleboard. We requested a quote for an entire trailer and then were told we used more of the trailer than quoted (23' vs. 27') We were charged an extra $600 as a result. We did not find about this surcharge until U-pack charged our credit card, which they did promptly as soon as U-pack had all of our possessions in their trailer, not when they completed the delivery. A 3-5 day move from Virginia to Alabama has now taken them over 10 days. My wife and I have called them no fewer than 8 times and have been told that the shipment would arrive "tomorrow" each day and were told 4 times the customer service rep would return our call the next morning (only one rep actually returned the call). The main goal of customer service for this company seems to be to say whatever will get you off the phone the fastest. Successively the shipment sat in Carlisle, PA for 2 days, Winston-Salem, NC for 5 days, and Atlanta, GA for 2 days with stopovers in VA and SC (this is hardly a direct route from VA to AL). The trailer only seemed to move when my wife and I called to inquire about its status and why it was sitting in their yard for multiple days, We have been repeatedly told by U-pack reps that 'a driver is scheduled and the trailer will move out' today, tonight, etc.' This is usually not accurate, multiple times the trailer did not move the next day. Currently, my wife and I have taken off about a week of work to be able to move into our new house and move all of our furniture out of the trailer. If the trailer does not arrive the next day, then we will be forced to hire movers to unload the trailer again increasing the costs of this already disastrous move.

I would not recommend this company. First, our shipment was delayed by five days due to us having to change our phone number because of no cell service with our cell phone carrier where we moved. We contacted Upack immediately upon the number change and we were assured that the number "was in the system." I can't believe we are the first ones to have to change cell phone carriers and change phone numbers who have moved, i.e., there should be a system in place for such occurrences. We called three times over a period of four days and were finally told on a Friday that the truck would not arrive until after the weekend because Upack does not deliver on weekends (the driver who eventually came told us that he never received our new number and was calling the old one). This is forgivable and understandable and we were willing to call it what it was, a miscommunication. Here's where it gets a bit more ridiculous. The truck arrived on Monday morning at which point the driver told us that he did not have a key to unlock the Upack with their ABF lock on it, the ABF lock that Upack provided to us and we were told to use. So, here we are with a locked semi truck filled with our stuff that we can't get to with a driver who was told that the lock was ours when it clearly had the ABF logo stamped right on it. It gets more ridiculous...wait for it. After locating a bolt cutter and a grinder and an hour of time, the lock was free. Now the doors are open and you'd think we could start unloading but the ramp that we placed in the Upack was mysteriously missing. Soooo, we have no way of getting our things off the truck and into the house. The only positive thing was that when I called Upack I got a very nice gentleman who explained to me that the carrier who delivered our truck was a third party carrier and that guess what...the ramp was not guaranteed! Ha. I laughed out loud. I don't know how anyone could be expected to offload their belonging of a semi trailer without a ramp. We waited another day for a ramp, offloaded our belongings and said goodbye to Upack. We did receive $200 back from Upack for the inconvenience. We will not be using Upack on our next move.

A company that is more than happy to under explain the product you are buying and then blame you. On my move they originally were late dropping off the cube. The moving is astonishing they wont tell you that the 3-5 days doesn't include the day they pick it up. Then of course they will get your product terminal to terminal in that timeframe but if your shipment comes in on a weekend they will have it but refuse to deliver it until you call them. Which of course is only available on the following Monday. This allows the shell game to continue where they have taken your money so they have no interest in helping. None of this is explained to you when you ship with them but it's in the fine print somewhere so of course it is the customers fault. Allow me to put up a FAQ for potential customers. Q: What is the shipping time? A: 3-5 days is an estimate. There is a guaranteed option but they wont be bothered to sell you it probably because they can't hack it. Q: I shipped on a Tuesday that means that it will likely be a Monday at latest right? A: WRONG! The shipping times are terminal to terminal. The when it shows up you have to add at least one day extra because they wont deliver until you call. Q: My stuff is at your terminal can I schedule a delivery? A: Maybe if it isn't the weekend you can. But who knows. Q: I called to schedule the delivery and wanted to speak to someone to explain why the shipment can't be delivered that day. A: Of course we will gladly "transfer" you. To the main hotline! Then not answer your calls again. Q: Why isn't the terminal answering my calls to schedule delivery? A: We don't screen calls from our suckers... I mean customers. But if you complain to a different terminal and then call the local terminal you were trying to contact the manager will suddenly answer instead of an underling Q: Wait if there is an issue you will allow me to speak to a manager to try and resolve it? A: Of course we will. They will gladly offer empty apologies, blame the driver shortage and finally blame you for not understanding what you bought. Thus ends the FAQ. If you like sleeping on your floor and having people take the day off to help you move in and being stood up. This here is your company.

Currently waiting for my shipment to arrive. At this time trailer is 9 business days past 5-day estimate. Customer service has been nice but has no control over the shipment. Here is what has been happening. Keep in mind they estimated 3-5 business days and I planned my travel on that estimate. January 22nd the trailer delivered. No issues. We had it completely loaded over the weekend and I called the morning of the 25th for pick up. It had rained Sunday and the yard was a bit wet still. The driver arrived after dark and didn't use the 15 feet of driveway to back up the trailer so he could stay on the driveway, but instead drove forward into the yard and got stuck in the mud. The single axel trailer sunk the back tires of the single axel Truck. The tires had no tread. The yard was completely torn up. I sent customer service pics at their request and have had no call from claims yet. As of now, it is day 11 without hearing from claims for the wrecked yard. They should also owe us for the neighbor's help pulling out their truck with his farm tractor. A wrecker would have never got the truck out that night and the yard needed the truck back that night. January 23rd called the dispatch yard. They said that they won't be able to get the trailer now until the ground freezes or dries out. Called customer service and talked to them about it. They said to get them pics for the claims dept and they will try and keep on top of the pick-up. January 28th I leave at 4 am to drive to Idaho for a new job. I called the dispatch yard and let them know that the ground was frozen and they only had the morning to get the trailer before it thawed or rained. They said they could get someone out in the afternoon. I pleaded with them and they got it picked up before 10am without an issue. January 29th - Feb 1 trailer sat in Joplin waiting for dispatch. While I am in our new house without anything except what was in my car. February 3 - 9 in transit somewhere between Kansas City and Salt Lake City. February 10 The trailer is still in SLC waiting for dispatch to Idaho. So I have been in my house, without any belongings, sleeping on a cot for 13 nights. Based on a 5 day travel time from the original pick-up attempt the trailer is currently 7 DAYS OVERDUE. No call from claims about the yard repairs. And customer service, while very nice, doesn't have the ability to help the shipment along. I do appreciate my CS rep touching base even when she has no good news to report. As a whole, U-Pack, ABF, and this shipment is a FAIL. I could have driven my household items out in a U-HAUL during the clear weather we had at the end of January and had my entire house unpacked and organized for over a week now. Can I please get my stuff delivered? You already took payment, ruined a yard, and missed your estimated delivery by an unacceptable amount of time. At this time I wish that I could give you 0 stars. I look forward to an amicable resolution.

One star is TOO much.
Have moved 24 times 10 of those from coast to coast. NEVER experienced anything like what I encountered with U Pack.
First there was the call to set up the move. I requested a pod & was told no problem but then I explained in detail that we lived in an area that was a cul de sac and while there was an island across from us we were VERY concerned that the 4 driveways that converge there NOT be blocked. The rep brought up Google Earth looking at the location & assured me it would be ok.
Prior to delivery we notified the town & Homeowners Association President & received approval. The ABF trailer at 26 feet arrives NOT pod. Driver gets out & says he does not want to leave it in the planned area. I inform him that we got everyone's ok. So he parks the trailer NOT pod. And he says the Rep is NOT a driver and should have known this was going to present a problem. Within 15 minutes of the trailer NOT pod arrived,the Fire Marshall shows up & says we have to move ASAP. A Crew loaded most of our furnishings
and ABF sent a driver to move the truck a half mile away in a church parking lot. There is a lock on the back of the trailer but ONLY the driver has it. As a result your furnishings are NOT THAT SECURE. We (a70 year old lady & 65 year old lady) had to rent a UHaul truck shuttle our remaining furnishings to the truck & load, not at all an easy task for two older women. When I called a UPack rep about us having to move it because of the location of the trailer, I was asked, "what do you expect me to do?" And then they hung up.
When it was time to pick up I called as instructed to let ABF know to pick the trailer up, I specifically asked that the driver text me before picking up. Instead I received NO text & the trailer was gone. That meant all of our valuables were inside with NO barrier up or locked. We had to literally go to the ABF facility & wait for the truck to return & the put the barrier up & lock it. It took the truck over 2 hours to return.
FINALLY, the trailer left for WA state from NH. I was told I could track my trailer but there seemed to be lengthy delays and questionable if it was truly dispatched or not. At a snail's pace it moved cross country & 2 1/2 weeks later arrived in WA. Very hard to schedule a moving crew when you DON'T have a specific date of arrival. When the ABF dispatch was contacted in WA they were of no real assistance as to where the trailer was. Only once in 4 phone calls did I get a response to a location.
Fortunately when arriving in WA, the ABF driver was very helpful & the moving crew was AWESOME!
My complaints are as follows:
ABF owns UPack and the trailers/trucks, why did they leave it up to some rep in Arkansas to figure out if it was a good location to drop a trailer? They need to send an actual truck driver out to questionable locations to say it's a go or not.
ABF needs to provide a *** for the lock to trailer so it is fully secured until pick up.
Why did I get a trailer and NOT a pod as requested. The rep asked the square footage of the rental & I was very detailed. Is this a bait and switch pattern?
If you feel communication, the people overseeing move be professional and ***, this is NOT the company to use.
All the aggravation & frustration this moved caused was NOT worth it.

Absolutely horrible experience and definitely regret using Upack for my move from Temecula CA to Great Falls MT. Before they got my money their customer service representatives were very nice and cordial, but they leave out many useful facts that I should've been better about researching. Such as, they told me they could move all of my things in 6-8 days ( they left out the fact that this only counts business days and does not include the pick up day, very dishonest for them to willingly withhold this critical information for a life changing move across country.). I also told them I needed my things delivered no later than April 15, Upack said they could make it happen. They delivered the trailer to my residence in Temecula on March 31, but not after being late, they told me it would arrive between 10am and 2pm, I sat home all day and no trailer, I called at 2:30 to see where it was to which dispatch had no idea and had too call me back. Well, never received a call back but 30 minutes later the trailer showed up to which the driver mentioned they quoted me at 5 linear feet but he said that is impossible because you can only set the doors up inside the trailer at even increments, so I would be charged at a minimum of 6 feet (Later on in the move my bill quoted me at 7 feet, and they took the money directly out of my account for it, I called and asked about it, they said they would refund me, it's been a week and I called again, they said they just submitted the correction, a week later, again, very sneaky and dishonest on Upack's part, they charged me for space I didn't use in the hopes I wouldn't notice.). So I called first thing Monday April 5 for the trailer to be picked up and it wasn't picked up until Tuesday April 6 (another thing they leave out of the initial quote is it takes at least 1 full business day for them to pick up your trailer, so if I wanted a Monday pick up I would've had to of called on Friday to schedule, would have been nice to know this before hand.). I sit here writing this as of April 19 and still have not received my things, no bed, no kitchen utensils for cooking, I moved across country to start a new job and I have don't even have a pot to pee in, literally. I called several times to track my shipment and complain, to which all they could say was they ran into adverse weather in Salt Lake City, to which I responded why did it sit in Salt Lake City from April 9 until the evening of April 15 if the supposed adverse weather was April 14? To which Upack responded they had to wait to load other commercial trailers onto mine. Again, this information would have been nice to know upfront. So they said well you could have paid extra for a guaranteed delivery date, wait actually no you couldn't have since we don't offer that service for Great Falls. So even if I wanted to I couldn't have had a guaranteed delivery date, when I spoke to upack initially before the move I explicitly said I need my things no later than April 15, otherwise I would not have used them. They got me by lying to me saying they could do it. After several phone calls last week to find out where my things are I asked what kind of compensation is fair in their opinion, Upack said they could offer me a $50 rebate every day the truck is late since that is what they charge the customer for each extra day they have the trailer at their residence for unloading. $50 a day is fair? That doesn't cover hotel costs, restaurant costs, am I expected to sleep in a tent, on the floor and not eat any food while their trailer delivery is late? I have no pots to cook in, no bed or blankets to sleep in, no work clothes or boots, but Upack says a $50 a day is fair compensation for them being late for delivering basically my whole life. Not to mention I moved my family, my wife and dog are here with me, so that adds to the hotel bills and eating out bills, we uprooted our whole lives and trusted Upack to delver our things on time and they did not and lied about their services up front to get our money. Do not trust this company or at the least do your research. Moving across country is stressful enough, no one should have to sleep on floors and eat fast food for two weeks because of Upack's gross negligence. Please, buyer beware! (side note, as of writing this review on April 19, I still have not received my things.)

Coming from a military family and serving myself, I have consistently moved around every 3 years most of my life. This has given me quite a bit of exposure to full-service moving companies, several DIY moves with different companies, etc. to draw from. I would give UPack a solid 5 if it were not for my experience with Old Dominion's equipment. UPack was extremely well organized with the best communication and customer service I have experienced to date and plan to utilize them again. I had to change move dates & truck drop off times 7 times in the end due to changes in the closing date of our home (COVID, Underwriters, etc.), with each interaction their customer support team was courteous, knowledgeable, understanding, and not once did I feel an ounce of frustration on their end... I was somewhat shocked to be honest. Each change to the contract or date came with an updated email and text message, their online communication is top notch. The truck had more than enough room for our family of 8, though we sold most of our furniture, be prepared to pack high, that is how you save $$$, pack it to the ceiling. We only used 15' of the 17' pre-calculated space UPack thought we might need. The last 8' were merely couches and bikes. My experience with Old Dominion, the trucking/hauling company that UPack uses was not as stellar, but had areas where they did shine. The drivers I dealt with were outstanding in both skill and attitude, and the design and engineering of the truck, the tie-down locks and attachments, as well as the drop down bars to minimize vertical space not used were all excellent. The size of the trailer was also well thought through and even fit in our new driveway in normal Suburbia Texas. The condition of the equipment provided however was not in good repair nor standardized. The Truck was originally dropped off with a ramp which was so bowed at the top that the notches connecting it to the truck bed would pop out and the whole ramp wobble 1" or more side to side (this is not a small UHaul Ramp, it is ~10' long and 5' off the ground at it's apex). The large wood pieces which provide the back wall when packing is completed were made of 1/4" particle board which 1/3rd of one 4'x8' cracked off upon me initially moving it. The other board had a large hole punched through it with several large cracks as well. I've been told that Old Dominion is providing something better now (according to the driver which delivered the trailer to us in Texas). There was also a patched hole in the very thin aluminum roof on our trailer which leaked during transit. Thankfully my TV box was encased in tape from previous experiences, but again demonstrative of equipment needed replacement. When the trailer was dropped off there was no dolly in it and had the previous home owners not left me one, I would have needed to go purchase or rent my own. The ramp (a different one) was again in disrepair and one of the 2 catch knobs which affix the ramp to the truck was missing, had I not had chocks to bolster the ramp wheels the ramp would have easily slid free of it's moorings. I personally found the ramps on both ends of the move dangerous as received (this is coming from a military/oil field guy that's not afraid of too much). Another area where there was a lack of expected performance was the delivery time difference between what was scheduled by UPack (6-8 days) and what transpired. Expecting to have almost a week before our items were to arrive (North Dakota to Texas), we planned to take our time getting to our new destination and planned a family vacation of sorts. I was surprised when 2 days after pick-up Old Dominion contacted me stating that my Trailer was ready for delivery to our new home... the kicker is that they were not certain if I would or would not be charged for storage. In the end they did store it for me till we arrived (and at UPack's timeframe given), but it was apparent that communication between Old Dominion and UPack was not as tight as it needs to be. I am also fairly certain that the rest of the trailer was filled with other shipping items even though UPack states in their videos that nothing else will go in the Trailer with our belongings. I took pictures before the trailer left and there was quite a bit of wood pieces, plastic, and other evidence that more than just my moving items were in the truck at some point. All my belongings arrived without damage, but this is largely from knowing how to pack (and living on a submarine for 4 years lol). Leave as little space as possible between items and remember that anything that can and will move, can and will move! So there's my 2 cents. Every move will have a different experience. If I were to make a recommendation to UPack it would be to improve communication with Old Dominion, ensure equipment is well serviced and standardized, and consider developing their own truck line using the same products that Old Dominion is using. Hope this helps someone :) ~C

Goods damaged because the way the trailers were packed. I called them nurmerous times and they finally told me that there was no insurance, not true. Damaged good because not loaded properly in the trailer from my move. Called them repeatly and they told me there was no insurance coverage. We could not find our contract. Today after going through some old papers I find my contract and there is insurance. We called them and they are saying that there is no insurance, this is not true.

Delivery Extremely Late and Customer Service Extremely Rude. I used U-Pack to schedule a moving cube. The scheduled drop off window was 8-12pm. They didn't show up at 1:30pm so I called. The customer services reps were extremely rude. It seems they don't outside vendors for the trucking so I was passed around different dispatcher and customer service rep. In the end they said they will drop it off around 4-5pm. I asked to cancel the delivery and they stated in their fine prints they will charge a cancellation fee. The service rep I spoke to was Eric.

Upack placed a 15 foot trailer in my driveway this evening without my consent or agreeing to any contract. About 6 weeks ago I contacted Upack concerning an upcoming move from VT to MI. I was given a quote and the employee ( a male) said he just wanted to get all of my information including my credit card but nothing would happen unless I called him back to confirm I would use the company. He told me the company only went as far as Green Bay - this was not acceptable and I did not ever call him back to agree to anything. I came home this evening and found a 15 foot trailer blocking my driveway.Not only did I never call back but I had not ever heard from Upack again. This is beyond sleazy business practices!

Was told my pod would be coming by XXX-XXXX and now told my pod would not be coming today. I was told I need to deal with it and find another company. I called before that make sure snow would delay my response and they told me they would be no issue at all. I had the town sand the route to make sure. I was told he was stuck so I had the town go plow and they didn't find him and say there was no issue with the roads. I called and found out he turned around and never received a call that they weren't coming. I was told multiple times this would be no issue with delivery and was lied too. They told me that I can go with another company to fix my issue. I have no other company that will go to my area which they know so they're not help my issue at all

We used U-Pack to move cross country. Many of our items were damaged and destroyed due to the use of a clearly labeled broken bulkhead. Many of our things were damaged or destroyed by U-Pack due to them using a broken bulkhead. We were told U-Pack/ABF would place the bulkhead after we packed our things so we paid and left the facility. Upon picking our things up, everything had been repacked in and many things were broken, damaged, and even had some water damage. The bulkhead used on our things clearly states that it is damaged in big black letters. Written on the bulkhead was, "bad ratchet" and "bent bar." Why was a clearly broken bulkhead used on our things? Additionally, every time I've tried to submit a claim the website mysteriously fails to to process it.

We were told out shipping shipping container would be arrive between 6/17- 6/19. It didn't end up arriving until the 22nd. We had a tracker that showed up where our stuff was. It sat in Reno for over 5 days before being driven out to Texas. My husband is a disabled veteran and we had people come down to help us unload, we ended up having to pay to house and feed them so they could stay extra days because our stuff didn't arrive till the 22nd, when we were told the latest would be the 19th. We had the hardest time getting a hold of anyone and no one could tell us why our stuff was just sitting in Reno for 5 days. We paid a lot of money to ship our stuff out and had to pay extra out of pocket for the people we had helping us that had to stay longer than expected due to our truck being delivered late.

Promised to deliver the trailer from 13 to 15 of October and we hired movers based on that but they delivered it later so we had to pay douple They gave us time range when we can expect the trailer to arrive so we hired the movers at the latest time they provided, but they delivered it after the time range they provided so we had to cancel movers and call new movers on short notice causing us to pay double, they didn't respect their part of the contract instead they played with words saying that the trailer was at their branch during the estimate time so they fulfilled the delivery time! The contract said that trailer will be at the destination which is our address during the time range, they could have provided a longer time range so we wouldnt have had this problem, We need to be refunded the extra moving cost which was $300

Several items broken, water damaged, and covered in mystery grease. We used U-Pack for our cross country move after several of our friends recommended them to us. We understood that it was a self loading service and we are well versed in packing a trailer to avoid items from shifting. When our trailer arrived after 6 weeks in storage, we were not very happy to see the condition of our stuff. I understand some shifting occurred, but that doesn't explain the rust stains and water damage on several of our items (we did not pack any liquids on the truck) and the mystery grease that ruined a couch, two chairs and covered several boxes. We also have a newly destroyed bookcase and a metal shelving unit that are each missing several parts. No clue what happened to those in the transit. All in all, we expected a few things to be beat up (it was a long trip) but the amount of damage and unexplained missing pieces is a little unacceptable.

Did not follow through with agreement or communicate plans. Had agreement with upack to do a live unload 1/22 at a storage facility that doesn't allow overnight parking. Truck was unhooked and left by driver at a temporary unloading dock blocking use of only working dock for entire weekend. The local Williston office was called and Allison proceeded to tell us that drivers would not pick up truck until Monday. Although, unpacking by movers took longer then expected upack did not tell us they were leaving truck, did not move truck to a parking spot or communicate that truck driver would only stay one hour or truck would be left for 3 days. We were told by Williston office that truckers would stay longer then one hour at a rate of 80/hr so we had no idea the truck would ever be left. Multiple calls to upack only produced a "sorry" and we'll look into it on Monday. No one at upack was willing to rectify situation or work to find a solution.

In January I hired ABF via Upack to ship my apartment across country door to door. When received, items were broken and they refused cover as insured. In January I hired ABF via Upack to ship my items door to door for an across country move. I paid upwards of *** to do so with what they said was insurance coverage if my items were damaged broken or lost in transit. When I called to arrange the drop off of my items, I was told door delivery would not happen at my home and I would have to hire movers to pick up the items. I was refunded a portion of this payment to hire movers. I then went with movers to pick up the items. Upon opening the cube, several previously secured items were badly damaged and broken. The representative on-site said I needed to contact the company directly and that they likely would not refund me. I filed a compliant with the ABF as advised and was contacted days later saying I would not be compensated for anything. This entire service experience with the company has been fraudulent, and at every step of the way there has been a caveat for the service I initially paid so much for. I would like to be compensated for the items that were broken by ABF while shipping my belongings.

When our situation changed and we needed storage, they provided it but did not tell us it wasn't prorated. They charged a months storage for 10 days We hired unpack to move us to Georgia. By the time we had arrived there our holder had contracted Covid and was going to be out of work for an unforeseen amount of time due to complications. We decided to head to my parents place in Florida till we could figure out a next step and asked unpack of storage was available. They told us 500/math. Once we got situated we requested it be shipped to the new address. Not only was the few hours away going to cost us another $2000 to ship it but they would not prorate the 10 days of storage we used. They said we owed the entire 500. I asked for Neils managers information and he refused to provide it. He said I wouldn't get a different answer from them. He would not provide a last name. He also said, it was written in our contract that they don't prorate storage. Considering that storage was never discussed, the representative that organization the storage for us, never mentioned that. Yes, this situation was something we were going to have to accept and pay the additional money for but this company took advantage of our back circumstances. So all together almost $6000. They should be ashamed. Covid put us in a bad situation and unpack was happy to reap the benefits.

Was never notified of my stuff not being picked up due to weather, was told it would be picked up no matter what. Upack has been a disaster from the start. From not being told about the fees for an arrival date, then being told that despite weather my container would be picked up. Which to meant that I wouldn't need to plan for my relocube to be not one week but now almost two weeks past due. WITH IT STILL BEING IN DALLAS. Because I was told that drivers drove no matter what, and everything would be fine, I didn't worry about over packing my already full car. Not to mention NO ONE emailed, called, or remotely tired to reach out in the weeks my cube was sitting unattended in my old condo. I have none of the work stuff I need to properly work, I have limited clothes, and I've had to purchase things to just survive while I wait for any type of update on my cube. When I finally got ahold of a supervisor I was told " here is $200 off for your trouble but we still can't give you any information." The condensing phone calls of "everyone is backed up" are a ridiculous excuse for a company as big as this and handles peoples things. My headquarters are located in Dallas so I am aware of the bad weather but to not have any type of process in place for this is ridiculous and bad business. I have spent money on canceling movers, overages for my cube sitting in my condo lot, buying clothes, and basic tools such as plates and things to cook with to survive. When I called today I was told by four different people four different things. At what point does someone jump in and be a leader in this company?

UPack was negligent in transport resulting in extensive damage of expensive item and misled to try to upsell for $450 to guarantee delivery times. There were multiple issues with this company including the reservation as well as transport that resulted in damage (the primary complaint). 1. Transport was done carelessly and with extreme negligence. The items were packed extensively and the transport burned through bubble wrap, 4 layers of moving blankets and 1/2" of bubble wrap. The item has been transported similar distances with the same packing by other companies before without any issue. It was securely placed between boxes and a queen mattress and placed on a blanket. It still resulted in almost 12" of the quartz table top being chipped off beyond repair. 2. The loading/unloading times required me to pay extra money for guarantees that were not written clearly or communicated upfront. They did not indicate the terms clearly upon signing/reservation and instead indicated them days before the start date (when I had no time to find an alternative) or when items were already in transit. I had to complain to the company multiple times about this and they expected me to pay $450 for these guarantees (which were at best narrowing down delivery windows) and still had to pay $200 out of pocket when they were never communicated up front. 3. The company miscommunicated those delivery times on multiple occasions. They clearly have internal communication issues. They indicated it would arrive for unloading on Monday, I called again a few days later to confirm a time on Monday and now it was Tuesday and then in the same call, it was Wednesday. I also called for when the truck would arrive for loading and the customer service rep indicated to call back in 45 minutes to understand when the driver would leave; the driver showed up 10 minutes later because he had already left prior to my calling.

A lot of time waisted on the phone trying to get upack to get my Pods on time. So much stress and such a bad customer service on all levels I loaded my items and furtniture into 3 PODS at a upack location in Orange California on Thursday 29 October. I informed the lady at that location that i'm done and locked them with my ow lock and sign the paper work ans was informed by her that they'll start transportation that night if not the next morning. She give a tracking number, and monday, i can still see the tracking numer still Showing the PODS in orange. I called and was passed from many people to get to a lady that said, OH THOSE PADS NEED to be ok there way, I'm gonna email management and get them moving.. The next day again, nothing happened. I called again and was balanced from different people to get to that same lady who transfers me this time to the oange location. The person at that location went out and came back saying one of the pods is out to you, but the other two are still here.. and promised he's gonna expedite the delivery. Now one of the pods arrived friday the 6th and the other 2 showing an ETA monday 9th. Which is 8 business days and 12 normal days from the day i signed the paperwork! The 2 pods got in dallas on saturday and spoke to a person from dallas upack that said they'll deliver ok Sunday I was waiting all sunday bu nothing, Monday afternoon the truck driver showed up to pick up the empty pods and i asked him where's the other two.. and he was surprised that they weren't scheduled for delivery yet. The driver himself called his dispatch and offered to drive back to pick them up and bring them when he heard the experience i went through. I paid a high amount for this transportation to happen smoothly and without all the stress and all my hassle to make it happened. I contacted customer service and got and email from ***@upack.com saying that they were sorry for it. I explained that I want part of the money back and it was not fair at all... And he never answered back. I'm very disappointed and really regret hiring them.

Driver drove into yard and got stuck. Created 8-10" ruts. We had to pull him out. Delayed pickup by 4 days. Caused delivery to be 2 weeks late. The trailer was dropped off on *** 22. No issues. Called 8am Monday the 25 for pick up. Driver attempted pick up around 6:00 pm Monday evening. Driver had 20 feet of space to back up and stay on driveway but he pulled straight out into the yard and got stuck. He tried for 20 minutes to get out and just created a bunch of ruts and pulled the trailer off of the driveway into the yard. We had to call a neighbor to pull him out with a huge hay tractor. Wasted about an hour and a half helping the driver. There was no room for a wrecker and they would have got stuck in the side yard also. I called *** and *** had me send her photos of the ruts. She said claims will call me. I sent photos and have yet to hear from claims. The dispatch yard said they wouldn't come back until the yard was dry or frozen. This delayed the pickup until Thursday the 28th. I had to leave at 4 am the 28th to drive to Idaho for a new job. Ground was frozen when I left. I called at 8:00 am to let the local yard know. They made it out at 9:30 and had no problem picking up the trailer. Trailer took 10 days after that to arrive. I called *** to check on progress during transport and they had no updates for me. I planned my departure based on pick up the 25th. I ended up being without anything but a travel bag of clothes and a cot for almost 2 full weeks. There definitely was a leak in the trailer. The tops of my bins had water puddled on them and some boxes were damp. Luckily we didn't trust the truck completely and made sure things inside the boxes were protected. My bill definitely needs to be adjusted for the late arrival and ruined yard. I am still responsible to get the yard fixed at the location I moved from. I could have driven a Uhaul across the country multiple times instead of using u-pack as a transporter. In total I made 3 requests to customer service to be contacted by claims for the yard. I received 0 contact or attempted contact from U-pack. Even though the CS reps were nice I am pretty disappointed in the company as a whole.

Missing $*** worth of personal belongings during move from *** to *** On ***, ABF's U Pack truck was delivered to a *** in ***. My movers moved all my items from my storage unit into the truck. It was a long, hot, tedious and exhausting day. And it was a ***. After my movers were done, I was instructed by ABF / U Pack to lock the inner wall and then lock up the truck ... that sometime later that day someone would pick up the truck. I attempted to lock up the inner retaining wall using U Pack supplied equipment, but THEIR locks would not fit into THEIR wall. I called the office and was told not to worry, as the truck would be locked and that I would not be sharing the truck with anyone else. (First red flag.) I made two trips to *** to find a lock that would work, but was not successful. I then attempted to lock the truck with the supplied lock on the pull-down door, but it was rusted. (Don't they inspect these things first?) I called the office and was told, "not to worry", that it would be picked up later that day. (2nd red flag.) I said I would not leave an unlocked truck with my possessions just sitting there. It took about 45 - 60 minutes for someone to come out with a lock for the back of the truck. It is now rush hour. Needless to say, I was extremely unhappy with the situation and quite concerned. You see, I've had things stolen from me many times. Also, I have moved many times in my life and each and every time, a box or two went missing. I was putting my full faith and trust in ABF / U Pack to get my things to my new home without any issues. That was not to be. Fact: The only times my possessions were out of my site was during the 3.4 mile trip from my home to the storage unit (there was no delay in the movers arriving at that site) and the time the ABF / U Pack truck sat at *** until it was picked up and driven across country to my home in ***. Due to physical limitations and upcoming surgeries, I was unable to unpack all of my boxes at the time of the move. I unpacked the necessary ones and left the bulk of the boxes in the garage. (There must have been about 150 - 200 boxes total.) From the start, I felt things were missing, but then assumed I would eventually find them once I unpacked everything. I was giving the company the benefit of the doubt. Every box has now been unpacked and many items are still missing. At this time, I am missing valuable collectibles, crystal, clothes, food, appliances, a *** synthesizer, tools, camera, lamps, and many other items. Some of these items had sentimental value, as they were gifts from my parents (both gone), or things they had once owned. I can only imagine that many more items are missing but unless I'm looking for them, I have no idea what else was taken. I have estimated that I am out about $***. To say that I'm angry (and saddened) is an understatement. Boxes were obviously missing. (We had numbered our boxes when we were packing and some did not arrive.) Boxes that I know were fully and tightly packed were half filled. Some boxes looked rifled through and the contents a mess. Boxes that were labeled "Kitchen" had non-kitchen items in it. The list goes on and on. I did have some furniture in the truck as well. Every piece had unexplained stains, gouges and scratches, where none existed before. The "frame" around my tv screen has a big gouge in it. (It wasn't there before.) It looked as if someone went through my contents, moved my furniture, as needed, to get into the boxes and damaged items as they moved them around. I contacted the company but they couldn't have cared less. It took them almost one month to report back on my claim saying that I did not file in a timely manner.