Using UPack was a great decision for my family. They customer service was excellent. I moved from Maryland to Texas. This review is very long and I apologize for the length, but feel it necessary to fully understand my experience.
I had a very bad experience with the sub contractor who actually moved my household goods and UPack bent over backwards to make the situation right.
Old Dominion was transporting my property. I looked on line via the tracking number on a Monday and it said that my tra... See Moreiler was at the terminal and instructed me to call for delivery. I did just that and was advised that my trailer was actually still in Memphis Tenn. The customer service rep from OD said to schedule the deliver and it would be on time. I made the appointment for that same week, Friday. On Friday I called to confirm my delivery and the OD customer service rep told me that my trailer was still in Memphis because other shipments were more important and my trailer transport was "put on the back burner". I asked to speak to a supervisor and was told to call Household Services. I had movers at my home to unload my trailer and had to pay them for doing nothing.
I called Household Services and spoke to a supervisor named Sue who went into action and got my trailer on the road. She said that she would make sure it was delivered on Saturday - they don't work on Saturday. That's were the positives end.
I called the local terminal a few hours later to make sure everything was set up and confirmed. I was told that there was no way I would be getting my trailer on Saturday until I paid a expediting charge. I asked to speak to a supervisor and got a man named Adrian. He was the most negative person I have ever spoken to. He told me every reason in the world why he could not help me, but never said one positive. He kept telling me that I had to call UPack. I explained that I had been speaking to a rep from UPack named Shon - who was amazing - and Shon has set everything up for the delivery. Adrian kept telling me to call UPack. I asked him why I, the customer, had to be the go between. I told him that I had been given nothing but negatives and wanted one positive from him. He make excuse after excuse why he would not call UPack to confirm the info. I asked him to make my issue a priority for 2 minutes. After about 10 minutes of this back and forth, Adrian said "Well, I just herd someone say that UPack authorized the delivery".
Saturday morning comes and I called OD terminal to confirm that the trailer was going to be delivered. I again spoke to Adrian - who had a much calmer attitude - and was told that the driver would not be in the office until 9:30am and would get the trailer to me by 10am. He asked if I had used the entire trailer and I told him yes. He said he needed to have a ramp delivered as well. I asked him to open the trailer and see if one would fit in the space left over and even gave him permission to remove the support wall to fit the ramp in. My husband sent an email giving written permission to do so. We asked that if the ramp would not fit, to please send the trailer first so we could start unloading some of our property that we could get off without the ramp.
At 10:55 the driver finally arrived and we rejoiced, only to be disappointed. The driver, named Cecil, delivered the ramp in an empty trailer. He then told us that it would be about another hour before he could get my trailer to us. I asked why the ramp was delivered first and he said he figured I would need the ramp, so he brought that first.
at 1:05pm my trailer was FINALLY delivered. We opened the trailer and find that the support wall was never installed. I had secured the last bit of property in the trailer with a tie down strap and it was not there when we opened the door. All of my property was loose and had been bouncing around in that trailer for 1400 miles. Every piece of wooden furniture I own has damage on it, including a 150 year old book shelf my great grandfather hand made. My dresser had fallen apart and other items were broken. How disappointing, but expected at this point.
I have no complaints with UPack. They have been great throughout this entire move. I do however have major issues with the transport company Old Dominion. If I move again, I will use UPack but will demand another transporter.
Very quick, very efficient, and very friendly. I had booked another moving service who kept delaying and weren't doing anything to make things better. I cancelled them, called U-Pack and had a relocube delivered the next day. All of my belongings were delivered to my new address in 6 days (instead of the 30 days quoted by most other movers) and I saved $700 to boot. Needless to say, U-Pack are awesome and will be my go-to for all my future moves.