We have NEVER been more dissatisfied with a company ever. Working with Upack made our move an absolute nightmare and due to a LIFE ALTERING error their computer system made, we really weren’t sure we’d be able to move at all. We ended up paying $1500 more than we were originally quoted, due to scrambling to get another pod, hiring additional movers due to your error.
We scheduled cubes for our move from Denver to NC.I called and confirmed the reservation on the phone and spoke with a human, who assured me 2 Relocubes would be enough for our two bedroom apartment (1200 Sq ft.). Nobody did any type of walk through for an accurate estimate.
Our cubes were supposed to arrive between 8 a.m and 12 p.m. We made sure there were places they could be parked, set out cones, and waited. Mind you- we have movers coming the next day and we are OUT OF OUR APARTMENT that Monday, July 17, with flights booked to our new state. As of Monday we have nowhere to live. There is very little room for error.
When our “Relocubes” didn't arrive. I called to confirm and was informed our RESERVATION HAD BEEN CANCELED. For some reason, when I went in to add my billing information two days before our delivery date, it CANCELED the entire reservation. I was receiving updates, confirmations, could manage the move using their dashboard, and received ZERO communications that they had been canceled.
One of the worst things about this company is the lack of any sense of urgency all of their staff have. After three extremely frustrated phone calls, finally the woman called me back, and agreed their system had made a terrible error, and told me Denver was the only service center that delivered on weekends and they could get me the pods the following day.
The movers filled the two cubes, and about ONE THIRD of our apartment was left. AND this was AFTER we had gotten rid of several pieces of furniture including a mattress and a bed, so technically we didn’t even have the furniture of a two bedroom. THEY ARE SMALL.
NOW We have two cubes filled, a bunch of stuff left in our apartment and our movers can’t come back on Sunday. I call UPack, and request another cube be delivered the following day. For another $1,250- which was NOT what we budgeted for- being assured the two cubes would be adequate. AND now we have to scramble to find MORE movers that can help at a moments’ notice.
Having been told the cube delivery occurred “in the morning- between 8-12,” I hired a mover to come at 1 pm, figuring that would be late enough that the final cube would’ve been delivered. NOPE. Once again. There was ZERO sense of urgency, and the person we hired ended up sitting around for an hour before the cube even arrived, and ended up staying longer than his designated period due to the delayed delivery. Whenever I called and asked for an update, I was given vague answers like “after lunch….”
The next day, we fly to North Carolina, and as soon as we land, I see I have a voicemail and see THEY DELIVERED ANOTHER CUBE INSTEAD OF PICKING UP OUR THREE THAT WERE PACKED.
On Tuesday the pods had STILL not been picked up. NOW there were FOUR pods, at a property I NO LONGER lived at.. As the end of the day neared, I called the Denver pick up center to ask when the pods would be picked up, and was told by a VERY rude woman, “YOU ARE ON THE BOOKS, WE HAVE UNTIL FIVE.”
They were delivered with no issue, and once we unloaded them, I called immediately to request they be picked up on Monday 7/31. Monday came and went and the pods were still there. I have absolutely no idea why they tell you to schedule a time, when Upack literally operates on their own schedule with no respect for the customer. I got a measly $250 back after spending a month trying to get this company to take any accountability.
Due to the critical system error, we had to completely rearrange our move, and there was zero accountability or concern for our time and huge life change. I will be warning all of my friends and family NOT to use...
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