United Prime Van Lines - Moving company Reviews 

I would strongly encourage anyone considering this company to think carefully before trusting them with their belongings.

My experience with this moving company was one of the most disappointing service experiences I have ever had. From the move itself to the claims process afterward, the entire experience was defined by delays, poor communication, lack of transparency, and a complete lack of ownership when things went wrong.

I initially chose this company after working with a broker who recommended them. I trusted the process and believed I was working with professionals who would properly handle my belongings. Unfortunately, that trust was misplaced.

My shipment arrived 14 days later than promised. When my belongings finally arrived, I discovered more than $4,000 worth of damage. Furniture was damaged, personal items were broken, and my OLED television—which I paid extra to have professionally packed by their movers—was destroyed.

The television damage was especially frustrating. This was not a case of poor packaging. Based on the condition it arrived in, it was clearly mishandled during transport. You do not accidentally bend the frame of an OLED television. I paid additional money specifically for professional packing because I trusted their team to protect my belongings, only to receive it back broken.

Throughout the move, I was charged additional fees, including long-carry charges and packing fees. I accepted those charges because I believed I was paying for a professional moving service that would properly handle my possessions. Instead, I paid more and received a delayed shipment, damaged belongings, and months of frustration trying to get a fair resolution.

The claims process has been even more disappointing than the move itself.

For more than two months, I have spent countless hours completing claim forms, submitting photos, responding to emails, making phone calls, leaving voicemails, and following every instruction provided. I have extensive email chains and text messages documenting my attempts to resolve this matter.

Despite providing everything requested, I continued being asked for the same information and documentation that had already been submitted. The process felt less like a genuine effort to resolve an issue and more like a cycle designed to delay progress.

My experience with Molly from Customer Success was particularly disappointing. Customer Success should be focused on supporting customers, advocating for solutions, and helping resolve issues. Unfortunately, that was not my experience.

Instead of helping move my claim forward, conversations repeatedly focused on what I "should have done" or what "could have been" done differently. Rather than feeling like someone was working on my behalf, I felt like I was being redirected back to forms, emails, and requests that had already been completed.

I repeatedly requested to speak with a manager or someone with the authority to help resolve the situation, but that never resulted in meaningful progress. To this day, I have never had a conversation with an actual claims reviewer or someone who could take ownership of the issue.

For a company responsible for moving people's homes and personal belongings, the lack of communication, transparency, and accountability has been extremely disappointing.

After all of this, I was offered $75 to settle a claim involving more than $4,000 in documented damages.

That settlement does not reflect the extent of the damage, the 14-day delivery delay, the additional fees I paid, the professional packing charges, or the countless hours I have spent trying to resolve an issue that should have been handled professionally from the beginning.

Mistakes happen in every industry. The true measure of a company is how it responds when those mistakes occur. Unfortunately, this experience showed a lack of urgency, ownership, and commitment to making things right.

The bare minimum would have been acknowledging the failures, standing behind the service provided, and working toward a fair resolution. Instead, I was left chasing updates, repeating myself, and fighting for a resolution that should have been handled without this level of effort from the customer.

Moving companies are entrusted with some of the most personal and valuable possessions people own. That responsibility requires care, professionalism, and accountability.

Based on my experience, I cannot recommend this company. If you decide to use them, document everything, ask detailed questions, and make sure every commitment is clearly provided in writing. I hope others can avoid the experience I went through.

Horrible experience and still I do not have my stuff. Horrible communication. Charged so much more after I sent photo of exactly what I had paid over 1200 more so far and I have not received my belonging. They keep promising me this weekend and this weekend is here and nothing. My entire life is in that truck. They picked up at 8:00 pm on 7/04 with really creepy men one looked all beat up like he was in a fight. Very scary and not professional at all. I have contacted a lawyer and will contact the authorities. Booked with Eric and he seemed professional to me and assured me everything will be fine. Then Felix called and we did a bill of lading and another almost 100.00 more was due. I was told that half more would be around 900.00 at pick up and then the rest at pick up. Which i was fine with. At pick up iT was $2,000. Really what a difference. I was told $740.00 is due at delivery. Ok They said only Zell or cash on delivery. Very weird I don't have Zell and not getting it. Carrie called me and said delivery in a few days last week. Nope nothing. I called in talked to Molly and she said she will look into this. She got back tome and said you should hear something by this weekend. So far nothing. Another false promises. I am an older lady and living in an empty apartment sleeping on the floor with nothing. Unacceptable. I need a updated asap.

*****BEWARE!!! This is not United Van Lines. We hired them thinking it was. And boy were we wrong. Stay far away from these people.

The financial aspect was clearly a bait and switch transaction. There was an original estimate completed, then the cost changed drastically higher. The primary supervisor was very dedicated, and professional, although he could not speak proper English. The labor crew appears to be day workers hired by the company. They were very inefficient and unprofessional. The job did get done, but took 3 days total for a job that was considered local, and should have taken one full day.

Not only did they charge me extra for supposedly taking up more space on the truck after I submitted detailed measurements to Ian when we covered the inventory, but they fought with me over when my load was due to me, which they promised several times and I still don't have. I dealt with Molly in FL and Aibar in CA. I have communicated some with them until it comes to getting confirmation anything is happening, then I get crickets. I need details. I need my belongings. I am to the point that besides spreading the news about them far and wide, I am filing criminal charges. At this point my belongings have been stolen. May 17-20 was my first delivery window. It is June 16 and I still don't have anything.

Bait and switch on price. I had two estimates from their employees (one when I hired them and one three days before the move) and both were reasonable (1st one was $7,500, 2nd was $7,050).

Then when the moving truck showed up, I got a call from the office and they told me the driver found that my items will take up more space than estimated so my new total was $8,000. It took them over 8 hours to load my items in the truck but before he left at 12:30 am, he told me it took even more space than he estimated earlier so it would be an additional $790 ($8,790 total).

I had to be out of the house that day so I was stuck. Now I’m worried because they don’t drop of my stuff until July 15th so I’m sure they will add more cost at delivery. I texted both of their employees who previously gave me estimates and wouldn’t you know, they didn’t respond. Very deceptive. They had me over a barrel on moving day and took advantage of me.

My experience with United Prime Van Lines was extremely stressful and very different from what I was led to expect when booking the move.

Before confirming the service, I asked multiple times for the final price and was told the quote provided would be the total cost. However, during the process, additional charges were added that had not been clearly explained in advance.

The final price ended up being significantly higher than the original quote. While I understand that certain items or circumstances may involve extra costs, these were not clearly outlined beforehand, which made it difficult to anticipate the total.

The delivery took 18 days, while the expectation initially communicated to me was approximately 9–10 days, which was a significant difference from what I had planned for.

The payment process was also confusing. I was able to pay the initial fee with a credit card, but when the next payment was due I was told that payment needed to be made in cash. After several discussions, the payment was eventually processed by card but split into two separate transactions, resulting in additional processing fees.

Communication during the move was frustrating. In my experience, it was difficult to get clear and consistent information, especially when unexpected issues came up.

Overall, this experience did not meet my expectations, and based on what I experienced I would not choose to use this company again.

My mom contacted the company for a quote and spoke with their rep. She reached out to me and upon further conversations, my brother and husband decided to move her. She informed him she was going in a different direction and he decided to ignore her and call and text me twice as if to change her mind. When I explained I was on a call, and that my family was completing the transport he commented "oh well that's different". I said I was surprised that since she had previously spoke with him and provided an answer, why he would call me. He hung up in my face. I replied to his text messages and providing warning for anyone who might have an interest in working with them or their rep.

UPDATE: in response to your reply since I mention it was my MOM who made the original contact and per guidelines here we can't mention names I do indeed have a screenshot of both the text messages and audio messages from your rep. Let me know if you'd prefer to see AND hear these.

Molly was very empathetic to my situation. She really helped me with my situation. Thank you Molly!

Molly customer service manager communicated properly and helped me throughout moving process when we moved and they did a great job of moving the furniture nothing was damaged and pricing was reasonable.. United Prime..

Alex and crew were professional and timely. Handled furniture with care! I highly recommend!!!

They had the best prices and my furniture wasn't damaged at all they were fast and reliable . Great Company I will always use them!

This was my first time using a "professional moving Company. I did contact several companies for estimates. I believed I had researched enough, and picked United Prime Vanlines. My initial contact was Daniel in sales. He was very thorough. He requested pictures, and we went over all my household goods (pictures, sizes, number of boxes, totes, etc). I felt the inventory and contract with price was good. I expressed over and over that my fear would be I'm given a price, and pay the payments as required, but then to get charged more at the time the movers picked up my goods. I was assured that would NOT happen. Then it did. The packers on pick up did not pack the truck efficiently. The driver of the pick up truck said I was over in space. I was supposed to be 1600 cubic feet, but now I was 1800 cubic feet. Plus I had several moving bags and they are not regulation, so I would be charged an additional $400.00 for boxes that those items needed to be put in at the warehouse. All my household goods were in the truck and my mattress was strapped to the back of the outside of the truck. I was told I had to pay an additional $1600 dollars which included an extra $159.00 for gas because I was over 200 cubic feet. I had to agree to it, we HAD to move. Then upon arrival of the final delivery truck to my storage unit a 2000 cubic foot truck was only half full. If I had 1800 cubic feet of items it should have been at least 3/4 full. Then the items that were supposed to be boxed (that I was charged for were not boxed) Everything was as it went into the original truck. We have our stuff. Somethings were damaged, but at this point I just want to be done with this company. This was a cross country move. I do not recommend United Prime Van Lines.
I am not a spam review, I was a real customer. My review is true and an real experience with United Prime. Read other reviews and you will recognize for yourself that this is sadly not an uncommon experience or fake..shame on this company.

Pathetic Experience - They've been cheating throughout the process in my move and their behavior was so bad that the staff used abusive language / slangs / dirty words (please see my screenshots with few references - Please check the time of the messages as well though they mentioned it is 24/7 service earlier - not very late messages). We badly suffered with our move from New Jersey to Washington booking this mover. They delivered things with lot of damages in 37 days after cheating on the bill. If they reply to this review saying they delivered within the window in the contract they are once again honoring all the lies they told me (Please read my full review to understand what happened with the contract signing and in the process).

Pre Booking Fake Promises - The sales people spoke in very stylish English with us with lot of fake promises. They gave me a quote and when I asked for confirmation on the price they told me that the price will be what was quoted if I provide the same set of things with the dimensions I provided for the quote. They asked me agree on pick up ~2 weeks before my physical move to my new place as I wanted my things in the same week once I move. I was ready to spend ~2 weeks in my old place without my things as I have lot of friends in my old place. The sales staff also asked me to sign on the contract saying the first available date as my move date (~2 weeks after pick up) to avoid the risk of early delivery. They also promised me that I am getting a dedicated truck and hence delivery will not be delayed.

On Pick Up unprofessional Behavior - Pick up was done ~2 weeks before my physical move date and the things I gave was less than quoted with the same dimensions I provided earlier. After loading all my things in the truck the mover mentioned that 670 cu ft was quoted but the things consumed 800 cu ft. He asked for additional money and I refused, it was evening time and office people were not reachable. When I refused to pay extra the mover asked me to pay the initial agreed amount and asked me to sort out the additional payment issue with the office. I paid the initial agreed amount.

In Transit Lies - Their attitude and tone completely changed after the pick up. I asked them multiple times about this additional cu ft mentioned during pick up, and they told they will check and get back (they never got back). Whenever I called them they lied, and they were very unprofessional. They put me with the dispatcher for follow up. The quality of their communication on phone and in text was too bad. In the new place I was suffering with small kids without my basic things.

On Delivery Day - Even the day before delivery I asked them about this additional cu ft and they told they will check. At the time of delivery they told that they will offload things from the truck only after I clear all the payments including the additional cu ft amount failing which they will take the things back for sorting the matter and I need to pay extra for storage and re-delivery. So my situation was that I need to pay whatever they ask to get my things. I landed up paying and they offloaded the things. Many items were damaged.

Post Delivery - I am refused to sign the wordings saying 'I am releasing the carrier from any and all future claims, lawsuits, complaints of whatsoever nature'. They did not process my claim for the damaged things.

I am now realizing that I should have hired PODS container with some helpers using task rabbit instead of this stressful move with this pathetic mover. They were not worth at all for the money I paid

REALLY BAD SERVICE!

I had a very poor experience with United Prime Van Lines. After paying the full amount upfront, my shipment to Canada was delayed due to issues on their end.

My customs documents were approved by CBSA within one hour, but the company was unable to proceed with delivery and communication was frustrating and unhelpful. I felt blamed for issues that were not caused by my paperwork.

Based on my experience, I would not recommend this company for cross-border moves.

Thank you to the entire team at United Prime Van Lines for taking excellent care of our furniture during our cross country move. I appreciate the communication, customer service and timeliness.

I don’t usually write reviews, but this experience was so devastating that I feel it’s my duty to warn other consumers. I hired United Prime Vanlines trusting that my belongings would be safe and delivered within a few days — but what I received was an absolute nightmare.

My boxes arrived late, a lot of things like my tv broken, but the worst part.. contaminated with rodent droppings and urine, with unbearable odors and several damaged items, including things that belonged to my baby. I felt deceived, vulnerable, and completely unprotected. As a mother, it was terrifying to think my child could have been exposed to diseases because of this company’s negligence.

To make matters worse, when I tried to resolve the situation, they attempted to manipulate me by offering money to remove or change my google review instead of taking real responsibility for what happened. No professional or ethical company should ever behave like that.

No one deserves to go through something like this. This is not just about material loss — it’s about the emotional damage and the sense of helplessness caused by seeing your personal belongings destroyed and then being pressured to stay silent. I truly hope more consumers speak up about these disgraceful practices so companies like this are held accountable.

I wish I had read a review like this before hiring them. If you’re considering using this company, please think twice — no family should have to go through what mine did.

And before they try to shift the blame on me because I had a sealed box with canned and non-perishable food, let me make this very clear: that box was fully sealed, packed properly, and contained NO open or fresh food. Besides, if rodents were truly attracted to food, they would have gone straight to that box — not spread across dozens of boxes where there was absolutely nothing edible. Their facilities were clearly infested, and that’s something no customer should ever have to deal with.

UPDATE:
I’m just a mom, not a food company, to have “huge boxes with tons of food.” Please, let’s use common sense for a moment. I only packed one sealed box with a few non-perishable canned foods that I had in my old apartment. And received around 20 boxes all contaminated.

This response from the company is a clear example of the intimidation and manipulation tactics I’ve experienced since I filed my claim.

My review reflects a real and documented experience. I never packed “hundreds of food items” as falsely claimed here — only a single sealed box with non-perishable cans, all properly packed, based on the company’s initial promise that delivery would take 5–7 days. In reality, my belongings were held for nearly a month under unknown conditions, and when delivered, several boxes showed rodent contamination and damage.

Instead of addressing the contamination and negligence, the company continues to attack me publicly and make false accusations, including “extortion,” which is completely unfounded and defamatory. I have photos, emails, and all written communication to support my claim.

I stand by my review and will let the proper authorities — including the BBB and FMCSA — review the facts. Consumers deserve honesty, accountability, and safety, not intimidation.

It’s also important to mention that this is not the first time the company has publicly defamed me. The first time, they falsely claimed I wasn’t even a customer — which is completely untrue. And now, they’re repeating the same behavior by saying I packed “huge boxes of food,” when in fact there was only one sealed box with non-perishable cans, something they are fully aware of.

This repeated public defamation shows a pattern of intimidation instead of accountability. I will continue to stand by the truth and provide all evidence to the appropriate authorities.

UPDATE:
After the company publicly accused me of defamation and tried to have my review removed (again) Trustpilot reviewed my case and confirmed that my statements were factual and not defamatory. The review was reinstated.

Every step of the process, once they received their deposit was a nightmare. They do NOT own their trucks. They will NOT honor their bids. They WILL call you a liar. They will NOT take care of your goods. They WILL make you do most of the work. They will break your goods and then tell you to FILE A CLAIM. They will tell you what you want to hear, and then leave you with their insurance company. If you want to spend the next 6 months fighting an insurance claim, use these movers.

Do you like to be told your things will be delivered to you in 2-5 days only for them some of your things to arrive to you 4 weeks later? If so, this company is for you. Do you like to be charged an extra $1k at pick up for taking up more space, even though when they finally do arrive the truck is only 1/2 way loaded and they are missing 10% of your items? If so, this company is for you. Do you like to be ghosted and not have your texts or phone calls returned when they have every single thing that you own in their possession? If so, this company is for you. Do you like to be put under significant added stress while moving and at times think you've lost everything you own? If so, this company is definitely for you. Do you like to be lied to over and over and over again and each week be told your things are loaded and on their way to you, even though they are not? If so, this company is for you. Do you like to have your boxes arrive crushed and significant scratches, dents and missing pieces out of your furniture when you finally do receive your items? If so, this company is for you. Do you like to be yelled at, argued with and talked in circles to? If so, this company is for you.

Check out all of the fake reviews boosting their ratings. I wish I had! It would take a lot less effort and energy to run a legit company and do right by their customers instead of focusing on writing fake reviews. Pay attention to the 1-star reviews, they are telling the truth. Run as fast as you can away from this company and save yourself a lot of grief and heartache.

They did for me great job and were fast.. and I got broken coffee table glass and the customer service was wonderful and helped me and replaced my broken item :)