Important information
- Customer Complaint:Due to a conflict of interest with federal guidelines, ABF U-Pack Moving is not able to participate in arbitration. This business is classified as a motor carrier, not a household carrier, because the containers or trailers are entirely loaded and unloaded by an individual other than an employee or agent of the motor carrier. Thus, this business is not subject to all of the same US Code of Regulations as a household carrier.
Complaints
This profile includes complaints for U-Pack's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 38 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/09/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: ********
I am rejecting this response because: Due to the timing of the charge and when my credit card bill is due, I have already been charged interest on my credit card from this transaction, therefore, being refunded would not solve that issue as now I have accrued interest. This should have never happened, and I also do not feel confident that U-Pack can properly process my Affirm loan if I were to try again, as stated I did everything correct on my end the first time and U-Pack did not do this correct on their end. "Try" is not a guarantee and does not give me confidence, as also when I spoke to two customer service agents, they seemed very uninformed about the process for Affirm with U-Pack.
Sincerely,
****** ******wo different U-pack customer service agents. Neither of the agents were even familiar with Affirm and how it works in conjunction with U-pack and stated that U-Pack never even received my Affirm request. They informed me the link with U-pack and Affirm is also quite new as of this year. I called Affirm and spoke with a customer service agent and a supervisor. On their end I did everything right and it seems to be an issue with U-Pack. I am not happy as I wanted to do a payment plan, not charge my credit card and overtime end up paying way more due to it having other charges on there so the payments would be far more. I had to cancel my Affirm also by calling, as U-pack couldn't cancel the pending charge, and both companies kept telling me to call the other to get this situation fixed as well. This should not have happened and has caused me a lot of time to figure out what happened to not even find out the answer to where the issue lies in me wanting to use Affirm.
Business Response
Date: 04/09/2025
I am so sorry for the issued you've had with our service. I see that one of our consultants left you a message yesterday and advised we could try and refund your credit card and charge the Affirm card if that is still what you would like to do. Please give us a call at ************ and we will do our best to assist. -***** **Business Response
Date: 04/14/2025
Again, I do apologize and I will update our records to show you have chosen to leave the payment as is on your credit card. As previously explained, Affirm is a new service offering and unfortunately we are still learning and not experts just yet. I have passed your feedback along to our team handling the service. Please let us know if we can be of further assistance in the future. ****** **Initial Complaint
Date:03/28/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: ********
I am rejecting this response because even with a guaranteed service after speaking with the Minneapolis Service center, they told us they would never guarantee a time of day as we were told on the phone prior to booking. The National sales people NEVER stated that we should schedule our hired helpers/movers to come the day after drop off. With the advice of the National call service, we scheduled our pick up early to guarantee our drop off would be available the day we needed it.As a result, we incurred additional cost in hotels and travel expenses since we flew out to Minneapolis to help our daughter move from NYS to MN.
Sincerely,
**** ********Business Response
Date: 03/31/2025
I apologize for your frustrations. Our records indicate we offered a guaranteed delivery service, but that service was declined. Therefore the delivery date and window is not a guarantee. Due to the fact the time is not guaranteed, we suggested you have your movers come the following day after drop off. Please let me know if you have any further questions or concerns. ****** **Business Response
Date: 04/07/2025
Our transit time (unless guaranteed service is purchased) and drop off times are estimated, therefore no compensation is available for this move. We apologize for any misunderstandings and that we did not meet your expectations.Initial Complaint
Date:09/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: ********
I am rejecting this response because:I have tried phoning them and have travelled from St Catharines to Brampton then to Hamilton to talk to UPack on Monday. I have tried everything in my power to get them to send my trailer but it’s all been useless. They keep pushing the trailer delivery until Friday and then they are unreachable.
They continue to ignore me and continue to not send me the trailer. This is highly unethical and extremely frustrating. I am so lost.
Please help me get my trailer. I want the trailer and I want compensation for mental harassment.
Please take strict action against them. Now I’m fed up with them and I want you to take action against them.
Sincerely,
******
Business Response
Date: 09/09/2024
Our records indicate you originally asked us to move your items from Canada to the US. However, you were not able to provide the proper customs documentation to do so, therefore we have been storing your items at our Hamilton, ON service center, which you were made aware of. We have not collected any of the storage charges due, therefore we have not been able to schedule delivery. Please call our Hamilton office at your earliest convenience as this is a collections issue.
****** **
Business Response
Date: 09/18/2024
As previously stated, this is a non-payment issue and has been turned over to our collections team. Please make a payment if you would like to take delivery.Initial Complaint
Date:03/12/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: ********
I am rejecting this response because lost items do seem to be covered in agreement and coverage policy.
Sincerely,
********** ******Business Response
Date: 03/14/2024
I am so sorry that you had issues when you used U-Pack. Unfortunately, we do not cover items damaged in transit or claimed to be lost or stolen since we do not pack or load the trailer. There is no way for us to verify what was loaded. We do appreciate you using our service and I'm sorry it didn't go as planned.
Sincerely,
***** **
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.