What United Van Lines Does

United Van Lines is a moving company that handles household relocations across the United States and to some international destinations. They operate through a network of local agents rather than as a single company with one dispatch center — when you contact United, you are matched with an agent in your area who manages your move. The company has been operating since 1947 and is one of the largest household movers in the country.

United offers several service levels: full-service moves (where their crew packs, loads, transports, and unloads everything), partial moves (where you pack and they load and transport), and labor-only moves (where you rent a truck and they provide loaders). They also offer storage services if you need to hold your belongings before or after your move date.

The company does not own all the trucks and crews that perform moves under the United name. Instead, local agents own or contract with moving companies that operate under the United Van Lines brand. This means the quality and experience of your move depends partly on which local agent handles your relocation.

Key Takeaways

  • United Van Lines quotes moves based on weight or cubic footage, and the final bill may differ from your estimate if your actual shipment weighs more or takes up more space than predicted.
  • You receive a binding estimate (price locked in) or non-binding estimate (price can change), and the difference matters because non-binding estimates can result in surprise charges at delivery.
  • The local agent who handles your move is not United itself but a franchisee or contractor, so service quality varies by location and agent.
  • United offers full-service packing, partial packing, or labor-only moves, and the service level you choose affects both cost and how much work falls to you.
  • Your belongings are covered under basic liability during transport, but the coverage amount is limited and you can purchase additional insurance if you want broader protection.

How Estimates Work and What They Mean

When you contact United for a quote, an agent will ask about the size of your home, the number of rooms, and what you are moving. Some agents offer in-home surveys where they walk through your house and count items; others provide phone or video estimates. The survey is meant to give you an accurate picture of what the move will cost, but estimates are not always final.

United offers two types of estimates. A binding estimate means the price quoted is the maximum you will pay (unless you add services after the estimate is written). A non-binding estimate means the quoted price is an educated guess, but your final bill can be higher if your shipment weighs more than estimated or takes up more truck space. Many movers default to non-binding estimates because the actual weight or volume often exceeds what customers predict.

The difference between binding and non-binding matters significantly. With a non-binding estimate, you might be quoted $5,000 but receive a bill for $7,000 on moving day if the truck is heavier or fuller than expected. You have the right to refuse the higher price and not take delivery, but that leaves your belongings in the truck. Always ask which type of estimate you are receiving and request a binding estimate if you want certainty about cost.

What Happens on Moving Day

United schedules moves within a date range rather than a specific day — you might be told your move will happen between June 15 and June 20, but not which exact day until closer to the date. This is standard in the moving industry because trucks are routed to maximize efficiency, but it can make planning difficult if you need to coordinate time off work or arrange access to your new home.

On the day of the move, the crew will arrive with a truck and begin loading your belongings. If you purchased full-service packing, they will pack boxes and wrap furniture before loading. If you packed yourself, they will load what you have prepared. The crew will take an inventory of items and note any damage that exists before loading (pre-existing damage is not the mover's responsibility).

Your shipment is then transported to your destination. For long-distance moves, your belongings may be transferred between trucks or stored briefly at a distribution center. United provides tracking information so you can see the status of your shipment, though real-time GPS tracking is not always available depending on your agent.

Delivery, Damage Claims, and Insurance

When your shipment arrives at your destination, the crew will unload and place items in the rooms you specify. You should inspect your belongings as they are unloaded and note any visible damage on the inventory sheet before signing off. Damage discovered after the crew leaves is much harder to claim because you have no documented proof it happened during the move.

United's basic liability coverage is limited — it typically covers only a small amount per pound of shipment weight, which often means a damaged item is worth far less under their coverage than its actual replacement cost. If you own valuable items (artwork, antiques, electronics, jewelry), you should purchase additional moving insurance through United or a third-party insurer before the move. This coverage is called full-value protection and costs extra but covers the full replacement cost of damaged or lost items.

To file a damage claim, you must notify United in writing within a specific timeframe (usually 30 days for visible damage, longer for concealed damage discovered later). You will need photos of the damage and proof of the item's value (receipt, appraisal, or credit card statement). Claims can take weeks or months to resolve.

Cost Factors and Hidden Charges

United's base price depends on the weight of your shipment (for long-distance moves) or cubic footage (for some local moves), the distance traveled, and the service level you choose. Full-service packing costs significantly more than labor-only moves. Additional charges may explore for stairs, elevators, long carries from the truck to your door, or access issues at either location.

Some charges are disclosed in your estimate; others may appear on your final bill. Fuel surcharges, for example, can be added if gas prices rise between your estimate and moving day. If your new home is difficult to access (narrow hallways, multiple flights of stairs, no elevator), the crew may charge extra for the additional labor. If you add services after the estimate is written (extra packing materials, storage, or additional items), those costs are added to your bill.

Ask your agent in writing for a complete list of potential additional charges before you sign the estimate. This protects you from surprises and gives you a chance to negotiate or adjust your service level if the total cost is higher than you expected.

Storage Options and Timing

United offers storage services if you need to hold your belongings before delivery or if your new home is not ready on the scheduled delivery date. Storage is charged by the day or month, and rates vary by location and the amount of space your shipment requires. Storage is useful if you are selling one home and buying another with a gap between closing dates, or if you need temporary housing while your new place is being prepared.

Be aware that storage adds cost and complexity to your move. The longer your items are in storage, the more you pay. Additionally, items must be unloaded into storage and then reloaded onto a truck for final delivery, which increases the risk of damage and adds labor charges. Ask your agent for the total cost of storage plus final delivery before you commit to storing your shipment.

How to File a Complaint or Dispute

If you have a problem with your move — damage, missed delivery dates, billing disputes, or poor service — start by contacting your local United agent in writing. Document everything: take photos of damage, keep all paperwork, and write down dates and times of conversations. Most issues are resolved at the agent level.

If your agent does not resolve the problem, you can file a complaint with the Federal Motor Carrier Safety Administration (FMCSA), which oversees interstate moving companies. You can also contact your state's attorney general office or consumer protection agency. United is also a member of the American Moving and Storage Association, which has a dispute resolution process.

Frequently Asked Questions

Can I get a binding estimate that locks in the price?

Yes, you can request a binding estimate, which means the quoted price is the maximum you will pay. However, binding estimates typically cost more than non-binding ones because the mover takes on the risk if your shipment is heavier than predicted. Ask your agent whether they offer binding estimates and what the additional cost is.

What if my move is delayed and I have to pay for temporary housing?

United is responsible for delivering your shipment by the end date in your contract, but delays do happen due to weather, mechanical issues, or routing changes. If the delay is United's fault, you may be able to claim compensation, but you will need to document your temporary housing costs and prove the delay was not your responsibility. Contact your agent when ready if a delay occurs.

Do I have to pay the full bill before my belongings are unloaded?

Yes, United requires payment before or upon delivery. You can pay by check, credit card, or bank transfer depending on your agent. If you dispute the final bill because it is significantly higher than your estimate, you can refuse to pay and request an inspection, but your belongings will remain on the truck until the dispute is resolved.

What items does United refuse to move?

United will not move hazardous materials (propane, paint, gasoline, ammunition), perishable food, plants, or pets. They also have restrictions on certain valuable items like jewelry or cash unless they are properly declared and insured. Ask your agent for a complete list of prohibited items before packing.

How far in advance should I book a move with United?

United recommends booking at least four to six weeks before your desired move date, especially during peak season (May through September). Booking earlier gives you more flexibility in your moving date and a better chance of getting your preferred agent and truck availability. Last-minute moves are possible but may cost more and offer fewer date options.