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Customer Reviews
1 totalUnited Van Lines: A Trusted Choice for Long-Distance Moving
If you're planning a move across the country or relocating to a new city, United Van Lines is one of the most recognized names in the moving industry. With decades of experience and a nationwide network of professional movers, the company has built a reputation for handling residential, corporate, and international moves with care. One of the biggest strengths of United Van Lines is its comprehensive moving services. Customers can choose from full-service packing, loading, transportation, storage solutions, and unpacking, making the moving process much less stressful. The company also offers customized moving plans, allowing clients to select services that fit their budget and timeline. Many customers appreciate the professionalism of the moving crews. Movers generally arrive on time, handle belongings carefully, and communicate throughout the moving process. The online shipment tracking feature also provides peace of mind by allowing customers to monitor the progress of their move. Pricing with United Van Lines is typically based on factors such as distance, shipment size, and additional services requested. While the company may not always be the lowest-priced option, many customers find the quality of service and reliability worth the investment. Like any large moving company, experiences can vary depending on the local agent handling the move. Some customers report occasional scheduling delays or minor communication issues, but overall, United Van Lines receives positive feedback for delivering dependable and professional moving services.
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About United Van Lines
United Van Lines traces its roots to 1928, when Return Loads Service, Inc. was formed in Cleveland, Ohio to arrange return shipments for independent moving companies, helping them avoid running empty trucks on the trip home. The company adopted the name United Van Service as similar operations began appearing across the country, then was reorganized as United Van Lines in 1933 after the Great Depression strained the original business. Its corporate headquarters moved to the St. Louis area in 1941, and by 1947, ownership had passed from the founding shareholders to a group of United agents, establishing the agent-owned cooperative structure the company still operates under today. Nearly a century later, United Van Lines has grown into America's largest household goods carrier, offering long-distance, local, and international moving services alongside packing, storage, real estate referral, and corporate relocation programs. The company is a subsidiary of UniGroup, C.A., which also owns Mayflower Transit, and together the two van lines handle roughly one in three professional interstate moves in the United States. United Van Lines operates through a nationwide network of affiliated agents rather than company-owned branches in every market, a structure inherited from its cooperative origins. The company is headquartered in Fenton, Missouri, a suburb of St. Louis, and publishes an annual National Movers Study tracking migration trend across the country. Kevin A. Krakora serves as President and CEO of parent company Ungroup, overseeing United Van Lines and its sister brands.
Office Locations
United Van Lines, LLC 1 United Dr, Fenton, Missouri 63026 United States, Missouri, Missouri, United States, 63026
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Frequently Asked Questions
Common questions about United Van Lines
United Van Lines can be reached at 1-877-740-3040, the number listed as the primary contact line on the company's official website. For direct assistance from a customer service specialist regarding an existing move, packing, or shipment tracking, 1-636-349-3900 connects to the dedicated support team. Customers requesting a new moving quote can reach the sales team at 1-888-368-4689.
United Van Lines' official contact page centers on phone support and its online forms rather than a publicly advertised live chat feature. Customers who prefer written correspondence can use the contact form on unitedvanlines.com or email the customer service team directly, with a phone call remaining the fastest route for time-sensitive matters.
General customer service inquiries can be sent to CustomerService@Unigroup.com, the email address maintained by UniGroup, the parent company of United Van Lines. Privacy-related questions have a separate channel at integritymatters@unigroupinc.com. Emails should include the shipment or order number, a full name, and a clear description of the issue so the team can route the message efficiently.
Customer service is available Monday through Friday from 7:00 a.m. to 6:00 p.m. CST, with Saturday hours running from 8:00 a.m. to noon CST, based on the hours published by UniGroup. These hours apply to phone and general email support, and customers moving across time zones should account for the CST basis when planning a call.
United Van Lines does not publish a fixed response-time guarantee for emails or online form submissions. Phone calls placed during published business hours typically connect a customer to a live representative the same day, while written enquiries may take longer depending on the volume of requests and the complexity of the issue.
Complaints are best directed to the customer service line at 1-636-349-3900 or by email to CustomerService@Unigroup.com, with the shipment number, moving dates, and a detailed account of the issue included. Customers who booked through a local agent can also raise the complaint with that agent directly, since agents often have the authority to resolve billing or service issues without escalation to corporate.
A follow-up call is the most reliable next step when an email or form submission goes unanswered within a reasonable window, since phone lines connect to a live representative during business hours. Keeping a written record of every contact attempt, including dates and the names of representatives spoken to, strengthens the case for escalation if the issue remains unresolved.
Escalation typically starts with asking the customer service representative to transfer the call to a supervisor or claims specialist, since front-line staff may have limits on what they can authorize. Persistent issues can also be raised with the moving agent who handled the booking, as agents frequently coordinate with corporate on behalf of the customer to resolve disputes.
Refund requests are handled by the customer service and billing team and generally require the shipment number, the original invoice, and a written explanation of why the refund is being sought. Reaching out promptly after identifying the billing issue improves the likelihood of a swift resolution, since moving-related charges are often tied to timelines in the original contract.
Cancelling a booked move requires contacting the customer service team or the assigned moving agent as early as possible, since many moving contracts include cancellation windows and associated fees that grow closer to the scheduled move date. The original booking confirmation or contract should be kept on hand when making the cancellation request.
An incorrect charge should be reported to customer service with the invoice number and a clear description of the discrepancy between the estimate and the final bill. Comparing the charge against the original binding or non-binding estimate helps identify whether the difference stems from additional services, weight adjustments, or a billing error.
Billing and payment issues are routed through the customer service line, where a representative can review the invoice against the signed moving contract. Supporting documents such as the bill of lading, the original estimate, and any correspondence about additional services should be gathered before the call to speed up the review.
A shipment or order number, the full name on the booking, the pickup and delivery addresses, and a clear description of the issue form the baseline information needed for most enquiries. Photos, invoices, or written correspondence related to the problem should also be kept ready, since providing documentation upfront reduces the number of follow-up calls required.
A delayed delivery should be reported to customer service immediately at 1-636-349-3900, with the shipment tracking number available so the representative can pull up the current status. The shipment tracking tool on unitedvanlines.com also provides real-time updates and can confirm whether the delay is already logged in the system.
Damage should be documented with photos and a written description as soon as it is discovered, ideally noted on the delivery paperwork at the time of drop-off. Once the damage is recorded, a formal claim through United Van Lines' claims process is the next step toward compensation, and contacting customer service in the meantime keeps a record of the issue on file.
Claims for damaged or missing items can be submitted online through the claims page at unitedvanlines.com/claims, where the shipment details, an inventory of affected items, and supporting photos can be uploaded. Submitting the claim promptly after delivery, and keeping copies of the bill of lading and inventory sheet, helps the claims team process the request without delay.
An unresolved complaint can be escalated by requesting a supervisor through the customer service line or by raising the issue with the local moving agent involved in the booking. Customers who remain unsatisfied after internal escalation can also file a complaint with the Federal Motor Carrier Safety Administration, since interstate movers fall under its regulatory oversight, or pursue a formal dispute through consumer protection channels.