U-Pack

TL;DR U-Pack customer service was professional and polite. My issues were mostly the fault of who I was told was a local driver, who didn't get the internationally required paperwork to get my items across the US/Canadian border. I would probably work with them again if I needed to move long distance, but I'd like something smaller than the massive trailer they provided. LONGER REVIEW BELOW Customer Assistance: I called to ask for specifics about how the moving process would work because I was moving from Ohio to Etobicoke, Ontario, Canada and I wanted to know how things would get through customs. The person who explained it to me was very helpful and thorough and then walked me through the process to set up the move. After the truck arrived in Ontario, some things had been broken in transit and we needed to dispose of them. When I asked the staff about where we could dispose of large garbage, they said they could dispose of it in their dumpster on the grounds for no charge! I'm sure that's not a company policy, that was just them going above and beyond for us! Packing: As previously mentioned, some stuff broke in transit. When they deliver the truck, they just drop off the trailer or pod and you're responsible for packing it. Because of that, the items that were broken were the result of my packing and the fact that it was simple particle board furniture. That's not U-Pack's responsibility. Transit: The truck was supposed to arrive between the 15th-17th but it didn't arrive until about Tuesday or Wednesday the following week. When the driver picked up the trailer he didn't go to the house to get any signatures or take the required International paperwork that I had prepared. This was probably the most frustrating part of my move because I had the paperwork prepared and the driver just decided not to grab it before leaving. This meant that I had to contact my Mom, who was in Ohio with the paperwork, and have her send me pictures so I could e-mail them to someone at U-Pack. Two days after I e-mailed it to them, I get another e-mail from a different person in the company telling me they need my paperwork. By that point I just told them to contact the original person I'd e-mailed it to, and I didn't hear from them again. Although I did have to contact the company to ask about where my truck was because it was several days after the estimated arrival time.