Complaint Review: ABF UPack Moving - Internet

I was initially pretty excited about the good price and excellent customer service that I received from UPack. That was until my furniture arrived - broken and smashed - litterally - it looked as though my belongings had been through a tornado. They were also covered in dirt. I took GREAT pains to protect my furniture - I rented several packs of furniture pads from UHaul, I bought rolls upon rolls of bubble wrap and news print to wrap things in, and somehow, quite a few of my things were destroyed regardless. For example:

1. I had a lovely large dresser mirror that matched my other bedroom furniture - securely wrapped in furniture pad and placed between my bed mattresses - not only was the mirror shattered, even the wooden frame was broken. 2. I had an expensive TV/fireplace stand - the top of it was smashed. 3. I had a sturdy wooden bookcase - a large chunk of wood was somehow missing. 4. Wine glasses that were wrapped in paper and packed in a divided box were smashed. 5. A lamp that was bubble wrapped and packed in a box - broken. 6. A sturdy office box with a lid on it - crushed.

I would not recommend this company to anyone who values their belongings.

The story gets worse: After I filed the claim, a week later I got this incredibly callous and insensitive response from claims representative Joyce:

March 26, 2012

Dear Ms:

We have received your claim filed for damage in the amount of $810.00 in reference to the above shipment.

Our records indicate that this shipment was tendered to ABF on ABF Trailer 501797 to which your personal belongings had been loaded by either you or your representative(s). Our records also indicate that this shipment did not transfer during transit and was delivered to your Austin, Texas, location in the same trailer to which it had been loaded in Rochester, New York. We also do not find that this shipment was involved in any type of accident, vehicular or otherwise. As such, we must refer you to the attached copy of the U-Pack Bill of Lading Contract under the heading of PACKING, LOADING, and UNLOADING, which states, in part: "Customer is responsible for all loading and unloading. The customer is responsible for packing all personal effects using proper containers and protective padding supplied by the Customer. Customer is responsible for installing the bulkhead, an ABF-supplied wall that separates Customer's goods and other cargo on trailer. The bulkhead is not designed to withstand the entire weight of your belongings if the load shifts in transit."

Based on the above information, we do not find that carrier liability has been established in this matter; therefore, we must respectfully decline participation in your claim. Thank you for your consideration in this matter.

Respectfully,

Joyce

I'm very disappointed with the service and response I got from this company. I would definitely never use them again, and recommend that you don't either.