Reply from Urban Move ProMay 27, 2026
* IT’S ONLY BEEN 16 DAYS SINCE THE ITEMS WERE PICKED UP AND WE GAVE YOU A DELIVERY WINDOW OF 14/21 DAYS - also please provide the job # OR the name on the moving file to pull up the exact move/customer. We don't have anybody just under the name "Rachel"
Hello,
We would genuinely like the opportunity to review and respond to the facts of your move specifically; however, we are unable to locate any customer in our system under the name “Rachel.” It is possible the move was booked under another name, but at this time we cannot verify the file you are referencing.
That said, we are confused by the basis of the review because you specifically acknowledge that the signed contract states delivery may take 14–21 days from the First Available Delivery Date (FADD). You stated your FADD was May 12. As of today, it has only been 17 days since that date, meaning the contractual delivery window has not yet expired.
We certainly understand that waiting for delivery can be frustrating, especially during a long-distance relocation, but the shipment is still operating within the timeframe outlined in the signed agreement.
While a sales representative may provide an estimated timeframe based on mileage and routing, the legally binding delivery timeframe is the one listed in the contract, and the FADD provided at pickup, not the booking call. Interstate moving logistics can change based on routing, truck availability, accidents, DOT regulations, weather, and other moves. Remember your on a shared moving truck.. Understand that Estimated transit times discussed during BOOKING are never guaranteed delivery dates and are always subject to the signed terms and conditions, and the customers FADD provided at pickup.
We have also been transparent regarding the current status of your shipment. Due to the amount of space ultimately required, your items are now being scheduled for transport on a larger 18-wheeler alongside other deliveries rather than being transported alone on a partially filled 26-foot truck.
Initially, your reservation was based on a certain amount of truck space. Once the shipment exceeded that amount and required substantially more room, the logistics of the move changed as well. Sending a truck with a large amount of unused space across the country is simply not operationally feasible, which is why shipments are often consolidated onto larger trailers with other families’ deliveries.
Please understand the reason dispatch cannot give an exact delivery or ship-out date yet is because your shipment exceeded a single box truck and is now on a 53-foot trailer shared with other loads. A route coordinator still has to finish filling the remaining space and coordinate pickups and deliveries along the route.
We still have five days remaining within the delivery window, and once the truck is dispatched, transit itself typically only takes 24–48 hours, so your items can still arrive well within the allotted timeframe.
Regarding the additional charges, you also acknowledged in your review that a second truck became necessary because all items could not fit onto the original truck. The crew informed you early in the move that the shipment would exceed the reserved space and require additional capacity. At that point, you chose to proceed with the additional services, agreed to the revised pricing, and signed updated paperwork acknowledging the changes.
While we understand unexpected costs and delays can be stressful, the shipment remains within the contractual delivery timeframe agreed to at booking.
Lastly, you mentioned noticing that we respond to negative reviews. We actually respond to all reviews — both positive and negative — because we believe every customer deserves acknowledgment and communication.
We remain willing to review the file directly if you contact us with the name or job number associated with the move.
