U-Pack
Cutoff, Worcester, MA

U-Pack Reviews

4.5 stars based on 21 reviews

Featured Comments:

• J

  Jessie

  5.0

  U-Pack made our move from NC to MA easy. Everything arrived as scheduled and we had 3 days to pack and 3 days to unload. Nothing was damaged during transit (I tied things together well using ropes and the very strong rope holds on the walls of the packs). Delivery and contact people were all very friendly and willing to work with my schedule. 2 packs worked great for our two bedroom townhouse. Much cheaper than alternative companies. Would move with U-Pack again!

• T

  Tawnya McLelland

  3.0

  Let me start out by saying, this is all about setting appropriate expectations and service. My first interaction with UPack over the phone to get a quote was painless. It took a handful of minutes for the person to obtain and enter all necessary information and give me a quote. They even gave me a $100 credit towards the balance to secure my quote- I said sure. After deliberating which company made the most sense for my cross-country-move, I chose UPack. The initial explanation was a little hazy, so I called back for a better understanding. I was advised UPack would be sending me either a small shipping container to fit my things, or a giant 28ft trailer that I would fill up, use however much of the space necessary, and lock up my things leaving whatever extra space available for whatever else they intended to ship over (this is already kinda weird). Logging into my portal on their website, it showed I'd be getting a cube to fit my things in. This was fantastic considering I was moving enough stuff to fit into a studio apartment so I didn't need anything more than that. To my surprise on the day they dropped off the equipment, I had a huge 28ft trailer waiting to be parked somewhere it could fit. The driver was kind and explained to me how the equipment worked. Everything is very heavy and large and not easy to maneuver regardless of strength or size though I do recommend having a strong someone help you if you're a tiny human like myself. So here I am with this giant trailer, the ramp finally set up that's easily 20 lbs, I start muscling all my stuff into the unit. Come time to close it up, UPack provides giant partitions you have to secure yourself as tightly as possible to enclose your belongings, pull up the ramp and lock up the trailer. THESE PARTITIONS ARE NOT USER FRIENDLY, THEY ARE BROKEN IN EVERY RELEVANT AREA POSSIBLE, AND ARE JANKY! There is no sense of security or peace of mind provided in the actual equipment that your belongings will be okay. So I used about 7ft of the trailer. The rest of the space? Is used to pick up and drop off other commercial items along the truck route until it gets to your destinations local warehouse where you then have to call and have them drop off the trailer to unload. My new home has very tiny neighborhood streets and this giant thing in sitting in the middle of the road waiting to be picked up. All of this to say- speaking with UPack over the phone is a better experience than the actual logistics of packing, moving, and unpacking your things from the trailer. Not only were the partitions the worst of it all, UPack is fully aware that they are only partially functional and not at all easy to use or maneuver without the help from the drivers that pick up/drop them off. This review deserves two stars but the third comes from the final and most helpful individual that assisted me with dealing with the partitions (that literally would not detach so we had to make shift a way to keep them open long enough) and assist me in moving my belongings from one end of the truck to the other so I could get everything out.

• T

  Thomas Swinicki

  1.0

  This was my first experience with the U-Pack service and I had heard good things about it leading up. The initial drop off wasn’t exactly when the drop off was estimated to be, but it was close to the estimated timeframe. The individual who delivered the trailer was helpful and showed us how to use the equipment. The problems really started occurring when the trailer was delivered at the destination. On Wednesday, January 27th, I scheduled the trailer to be dropped off on Friday, January 29th. The estimation for drop off was between 8am-12pm. By 2pm, the trailer had still not arrived, so I called to get an update. They told me that the trailer would be dropped off between 4-6pm at that time. The trailer finally arrived after 6:30pm. On this day, it was known that there was going to be a large storm in the area on Monday afternoon into Tuesday. I had asked if I would be able to schedule a pickup for Monday morning since we would have the trailer unloaded and by scheduling for early morning pickup, we could avoid having it stay there in the storm. I was told that that would not be a problem. Monday morning comes and I call AFB in order to confirm that the trailer will be picked up since there had been multiple delays with this distribution center at this point. I found out that the specific distribution center in Worcester was closed for the entire day due to the storm even though the snow was not starting until noon that day. I made several phone calls to the company and different distribution centers to see if there was anything that could be done as I had specifically asked the week prior to get it picked up early to avoid this situation. Luckily, I was able to contact the town and confirm that there would be no fees for leaving the trailer on the road in the storm since the plows could maneuver around it. I was told that the trailer would be picked up Tuesday or Wednesday depending on the weather. Wednesday night I get a call that the trailer could not be picked up due to there being snow where the cab hooks to the trailer. AFB stated that it was the customer’s responsibility to remove the snow under and around the trailer, even if the trailer was not on the property. I made more calls at this point to dispute this as nowhere was it stated in writing nor previously told to me that this was required by the customer. Moreover, I specifically tried to avoid this situation by scheduling prior to the storm arriving. We were told we had to clear the snow or wait for the snow to melt. Because the owners of the home we were staying in wanted it gone, we cleared the snow on Thursday. In the process of clearing the snow, we got tar from the trailer onto our clothes that we could not wash out. The trailer was finally picked up on Friday. This experience with U-Pack was extremely unpleasant and the customer service was appalling. If it was the customer’s responsibility to clear snow from the trailer, that should be communicated somewhere and included in the contract, regardless of whether it is on the property or not. Knowing that the storm was coming, the distribution center should not have confidently stated that the trailer would be picked up Monday morning. I was looking forward to using U-Pack for my future moves, but after this experience, this will be the first and last time I use this service and I will recommend everyone else use a different moving and/or rental truck company in the future.

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