Moving Prime LinesReviews of unitedprimevanlines.com

Reply from Moving Prime LinesSep 4, 2025

Nancy, We are truly sorry to hear you feel this way about your experience. However, we do want to clarify a few important points for context. You booked a last-minute move and did not purchase packing services, which meant our team transported items exactly as they were prepared. Additionally, you chose not to purchase full-value protection insurance, which is the only coverage that reimburses for the full replacement value of items. Standard moving coverage is limited and unfortunately requires a formal claim process, which we explained in detail multiple times. During your move, you instructed the movers to stop handling some of your furniture and even asked them to leave your home. Despite this, our customer service team reached out to you after business hours in an effort to resolve the situation and provide support and even encourage you to pay for the additional space needed to transport the rest of your items at a discounted rate and you aggressively declined. We also recognize that moving can be stressful, especially if you’ve had negative life experiences in the past. That said, we’ve made multiple attempts to assist you and guide you through the claims process, but instead of working with us, the focus has remained on complaints. We’d still be happy to help you take the proper next steps if you’re open to it. Our goal has always been to support our customers through the moving process as best as possible.. Sincerely, The United Prime Vanlines Team

Reply from Moving Prime LinesAug 1, 2025

Dear Nicole, We are sorry to hear that your experience with our company did not meet your expectations. At United Prime, we take all feedback seriously and strive to provide clarity and transparency to every customer. We would like to address several concerns raised in your review: Delivery timeframe: In accordance with DOT regulations, all long-distance deliveries must be completed within 21 business days from the FADD. While we always strive to deliver as quickly as possible, unforeseen factors such as route optimization, weather, and logistics may impact delivery timing. We apologize for any inconvenience this caused. Truck Space and Charges: The initial estimate is based on the inventory and volume provided by the customer during the booking process. Upon pickup, our team conducts a physical assessment. If the actual space exceeds the original estimate, a revised charge is applied, in accordance with industry standards and the terms outlined in your agreement. We assure you that your belongings were transported safely and efficiently, and any perceived underutilization of the truck space does not reflect the volume they occupied at pickup, especially considering the stacking limitations and the need to secure all items safely. Valuation Coverage: We understand the frustration regarding insurance coverage. The standard coverage of $0.60 per pound per article is mandated by federal regulation for long-distance moving and is outlined in the contract you signed. We always encourage customers to consider purchasing third-party full-value protection for more comprehensive coverage, which was offered during booking. Delivery Incident: Upon arrival at your home for delivery, we were met with challenges unrelated to the moving process itself. Although payment methods were outlined in the contract and communicated in advance, you attempted to pay with a personal check, which is not an accepted method. Our team explained this, and when payment was initially withheld, we could not legally proceed with unloading. We were placed in a highly stressful situation as multiple neighbors began intervening, some aggressively and disrespectfully. We acted professionally and remained calm under pressure. Law enforcement was even involved due to the escalation. While we understand that moving is a stressful time, we do our best to provide professional service under sometimes difficult circumstances. We do not condone false reviews or misleading practices and stand by the integrity of our business and the authenticity of our satisfied customers’ experiences. We are genuinely sorry that your move did not go as smoothly as expected. If you wish to further discuss your experience or file a formal claim, we will be happy to assist through the appropriate channels. Sincerely,
 The United Prime Vanlines Team

Reply from Moving Prime LinesJul 25, 2025

Hi Habib, Thank you for sharing your feedback. We are glad to hear that the team worked quickly and that our customer service was able to assist you with the broken coffee table glass and provide a replacement. Your satisfaction is very important to us and we appreciate your trust. Sincerely, The United Prime Van Lines Team

Reply from Moving Prime LinesJun 27, 2025

At United Prime Van Lines, We strive to provide professional and reliable moving services. We never received any deposit from you, we are not a booking agent. We are the direct carrier who serviced your move. Additionally, You never made us aware that you needed assistance with your claim.. and we have called you multiple times to get more information and you did not provide the email as previously discussed and agreed upon. Please reach out to us directly for a more comprehensive resolution. Sincerely, The United Prime Van Lines Team Update: Aaron, we have pictures and videos of your items being loaded and unloaded. We reached out in an act of good faith to try and resolve this issue until we figured out you were just trying to get a payout and defame us. You sent our Customer Service Manager pictures of receipts for tools that we never moved that were delivered to a completely different address from yours.. and when questioned about this you proceeded to say it was in fact your parents. Also you said that you did not have to pay for tile damages and that you did not care about the alleged scratches on the dryer as long as we were willing to pay you for the tools and replace your sofa. We would like to point out that you did not purchase packing services nor full value protection insurance on a cross country move.. We take our feedback seriously, but we are not willing to allow a customer to extort us out of damages that never actually occurred and were very reasonable with our offer to resolve this claim amicably. UPDATE: We took pictures of the exact tool box you posted in the moving truck being delivered at your place and have them available with videos/timestamps We will be taking legal action for defamation.

Reply from Moving Prime LinesJun 27, 2025

Cecil, Thank you so much for the positive review! Sincerely, The United Prime Vanlines Team

Reply from Moving Prime LinesJun 21, 2025

Hawa, Thank you so much for the positive review on our business. We take our feedback seriously and appreciate your kind words! We wish you continued success in the future. Sincerely, The United Prime Vanlines Team

Reply from Moving Prime LinesJun 5, 2025

Tarek, We truly value your positive feedback on your company's office move. We are pleased our specialized approach ensured your critical IT equipment was safely and efficiently relocated. Your trust in our team is greatly appreciated. As a token of gratitude, we will offer a special discount to any new client you refer. Sincerely, The United Prime Vanlines Team

Reply from Moving Prime LinesJun 21, 2025

Dear Joscelyn, We refunded your entire deposit, including the 10% we were entitled to keep just as an effort of good faith. There is nothing anywhere in your contract that says we are going to keep 50% of your deposit nor have we ever done so. Unfortunately, This review is not indicative of our services and is in fact slander and defamation aimed at trying to extort us into giving the customer additional funds. Sincerely, The United Prime Vanlines Team