Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired this moving company and their driver was intoxicated and they damaged our walls in our new home, damaged a bicycle, damaged an echelon bike, damaged our headboard, and refused to move the boxes to the rooms that they were marked. We had to order food for the movers and arrange a ride for one of them as there wasnt room in the moving truck and the owner didnt have a ride arranged. They were drinking on the job putting everyone at risk. The owner of the company repaired our headboard but refused to repair anything else or compensate us. She then came to us months after the move and after we filed a bad ****** review to ask what it would take for us to change our reviews. We asked for a refund of 40% and she refused and offered us a refund of $100 but only if we both agreed. I sent an email agreeing and then she refused to refund the $100 she offered which was 1 tenth the cost of the move because we were upset.

  Business Response

  Date: 19/12/2024

  We at Western Express Moving acknowledge your dissatisfaction with the services provided by us. We understand that every move can be challenging, and we apologize for any inconvenience you experienced.
  
  
  However, we must correct some of the inaccuracies presented in your online reviews. Our staff and movers worked diligently to deliver the best possible service, and we take issue with certain allegations that have been denied by our team.
  
  
  Regarding the damaged headboard, we took immediate responsibility and made the necessary repairs. We stand by the quality of our work and believe that our service was delivered to a satisfactory standard.
  
  
  We initially reached out to offer a gesture of goodwill, a $100 discount, in an effort to resolve your concerns amicably. Unfortunately, your repeated threats of further negative reviews led us to retract this offer, as we do not respond well to coercive tactics.
  
  
  We appreciate your understanding in this matter, and we wish you all the best. 
  
  

  Customer Answer

  Date: 19/12/2024

   
  Complaint: 22655532
  
  I am rejecting this response because: we have many whiteness that saw your workers intoxicated, not follow directions, complain about doing the work, ask for a big tip, refuse to complete the job. The service we paid for was not the service we received. We used your services prior to this move and knew what to expect however we did not receive anywhere close to the service that was provided last time. We had to work to finish moving the items to the correct room because your workers did not want to and abandoned them in the garage. They showed up in a rented U-Haul, they did not have transportation arranged for all of the workers so we had to make arrangements for their transportation and they did not have food and asked us to order them food in order to continue working. Our complaints have not been acknowledged properly and compensation should be provided for this absolutely horrendous experience and lack of service and professionalism. 
  
  Sincerely,
  
  ***** *******