Business Profile

Moving Brokers

Express Moving & Storage

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Complaints

This profile includes complaints for Express Moving & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

23 total complaints in the last 3 years.
10 complaints closed in the last 12 months.

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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:06/27/2024
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.
On June 24th I was sold on a price for moving my family from ********, ** to *******, **. Due to the supposed timing of my move, both the sales representative ***, and his direct manager, worked to provide me with a discounted rate for my move. Stating that this would usually cost someone $7.5k but that they were going to help me by bringing the cost down to $3.5k.However, once the movers arrived things quickly turned unprofessional. The truck driver immediately began stating that we had too many pieces and that he was going to have to charge me an additional $3-4k. Ironically bringing the price right back up to the usual cost mentioned by the sales rep and manager. Doubling our quoted price. We then offered to identify the most crucial boxes, totes, and furniture to fill our originally quoted price and space on the truck (by cubic ft). However, the driver (***) started getting aggressive and making excuses as to why he wouldnt be able to load his truck with my items. These excuses included: I cant trust you guys, you guys arent ready to move, and I just wont do it. When we attempted to question his statements he attempted many times to brush us off and get out the door. Once he exited my home, after claiming he was trying to call the Express Moving dispatcher, he took off in his truck. This was a violation of our contract as he failed to perform the services we had already paid a down payment of $1k for. After reaching out to the sales rep, I was contacted by a manager who has zero bedside manner, complaining she was sick and shouldnt be at work as it was. When we requested a refund of our down payment due to their failure to perform their services, she refused stating I had missed the refund window. How this is possible when the movers hadnt even started their work! At this rate, we will be taking legal action if a refund is not provided immediately.
Business Response
Date: 07/16/2024
I sincerely apologize for any inconvenience you may have encountered. It is never our intention for our valued customers to be anything less than completely satisfied with our services. Upon reviewing your case, it has come to our attention that you have exceeded the allowable cancellation period. Express Moving operates as an interstate moving broker, tasked with providing customers with estimates based on the inventory they provide. We advocate on behalf of our customers throughout the entire ********************** process, serving as the intermediary between the shipper and the carrier.
On the day of the scheduled move, our movers contacted our customer service department to report that you were not yet prepared. Upon further investigation, it was revealed that during the ***************** call, there were multiple changes made to the inventory list, causing confusion regarding which items were to be moved. When the movers arrived at your location, they found that you were still in the process of packing and deciding on the items to be transported. Our customer service team promptly reached out to assist you in finalizing your inventory, but unfortunately, you were not ready for the move.
Typically, our movers conduct a walkthrough upon arrival to assess any additional items and provide a revised estimate accordingly. However, in this instance, they were unable to proceed as planned due to the uncertainty surrounding the items to be moved. Subsequently, you requested the movers to leave. In an effort to accommodate your needs, we were willing to arrange for a different set of movers to return the following day to allow you more time to prepare. Regrettably, you expressed a desire to cancel the service, which fell outside of the permissible cancellation window.
In light of the situation, we presented you with several options for resolution. We offered a courtesy refund of 20% of your deposit or the opportunity to reschedule the move once you were fully prepared. However, it was communicated to us by your father that none of these options were satisfactory, and he threatened legal action if a full refund was not provided. Please be advised that our cancellation policy is in place to ensure the fair treatment of all our customers.
I have attached a copy of the signed binding agreement, signed credit card authorization form, signed job acceptance form, signed BOL, and the cancellation email.
Thank you for your time and consideration in this matter and if you have any questions please feel free to contact me.
Initial Complaint
Date:06/26/2024
Type:Service or Repair 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.
When I selected this company to move my furniture from ******* to ********, I explained I had been in a 3 bedroom home for 28 years and I had already packed up the house. They did not follow the list and I was left with all the heavy furniture. They loaded boxes. And other light furniture. I called the head office and ****** told me they did not have to follow the list!!!! What was the point in the list that we stayed on the phone making!!!!
Business Response
Date: 07/16/2024
I hope this message finds you well. I would like to extend my sincerest apologies for any inconvenience you may have experienced during your recent moving process. It is always our utmost priority to ensure our customers are completely satisfied with our services.
Upon reviewing your file, it has come to my attention that there was a discrepancy during the ***************** call regarding the estimation of your moving requirements. Despite being informed about the space needed to accommodate your belongings, it seems there was a misunderstanding regarding the initial estimate provided. We strive to tailor our estimates based on the specific items our customers wish to move, in order to provide accurate pricing.
The original estimate you signed for was based on an allocation of 1073 cubic feet. However, during a subsequent review of your inventory, an additional 66 pieces were added, leading to an adjustment in the pricing. While you later removed some items from the list, it was noted that you intended to include them on the day of the pick-up, resulting in a revised pricing structure.
I would like to take this opportunity to clarify how our binding estimate system operates. Our moving coordinators rely on the information provided by customers to calculate the cubic feet required for the move. The pricing is determined based on this calculation, with a fixed rate of $4.00 per cubic foot. This binding rate ensures that the final cost does not exceed the agreed-upon amount per cubic foot.
Following the completion of your move, a comparison was made between the initial estimate and the actual items moved, revealing additional belongings not accounted for in the original assessment. As a result, there was a discrepancy in the final cost, leading to a refusal on your part to pay the movers and sign the Bill of Lading.
I understand the frustration this situation may have caused and I am committed to resolving this matter amicably. Please feel free to reach out to discuss any concerns or queries you may have regarding the moving process. Your satisfaction is of the utmost importance to us, and we are dedicated to ensuring a positive resolution for all parties involved.
I have attached the signed binding estimate, signed credit card authorization form, signed job acceptance form, and the *** and pick up paperwork.
Thank you for your understanding and cooperation.

Business Response
Date: 07/16/2024
I hope this message finds you well. I would like to extend my sincerest apologies for any inconvenience you may have experienced during your recent moving process. It is always our utmost priority to ensure our customers are completely satisfied with our services.
Upon reviewing your file, it has come to my attention that there was a discrepancy during the ***************** call regarding the estimation of your moving requirements. Despite being informed about the space needed to accommodate your belongings, it seems there was a misunderstanding regarding the initial estimate provided. We strive to tailor our estimates based on the specific items our customers wish to move, in order to provide accurate pricing.
The original estimate you signed for was based on an allocation of 1073 cubic feet. However, during a subsequent review of your inventory, an additional 66 pieces were added, leading to an adjustment in the pricing. While you later removed some items from the list, it was noted that you intended to include them on the day of the pick-up, resulting in a revised pricing structure.
I would like to take this opportunity to clarify how our binding estimate system operates. Our moving coordinators rely on the information provided by customers to calculate the cubic feet required for the move. The pricing is determined based on this calculation, with a fixed rate of $4.00 per cubic foot. This binding rate ensures that the final cost does not exceed the agreed-upon amount per cubic foot.
Following the completion of your move, a comparison was made between the initial estimate and the actual items moved, revealing additional belongings not accounted for in the original assessment. As a result, there was a discrepancy in the final cost, leading to a refusal on your part to pay the movers and sign the Bill of Lading.
I understand the frustration this situation may have caused and I am committed to resolving this matter amicably. Please feel free to reach out to discuss any concerns or queries you may have regarding the moving process. Your satisfaction is of the utmost importance to us, and we are dedicated to ensuring a positive resolution for all parties involved.
I have attached a copy of the signed binding agreement, signed credit card authorization form, signed job acceptance form, and BOL and pick up paperwork.
Thank you for your understanding and cooperation.

Customer Answer
Date: 07/20/2024
This was not the case. I have an estimate according to Express moving. The point was the items that was listed on the pick up list never got picked up. I have pictures and a list of what was picked up. The truck driver chose to try to get me to change the list. I dont understand how they picked up less items and the price changed. The list that was accepted 3 times and nothing got picked up from the list and the price increased?
Customer Answer
Date: 07/20/2024
This was not the case. I have an estimate according to Express moving. The point was the items that was listed on the pick up list never got picked up. I have pictures and a list of what was picked up. The truck driver chose to try to get me to change the list. I dont understand how they picked up less items and the price changed. The list that was accepted 3 times and nothing got picked up from the list and the price increased?
Customer Answer
Date: 07/20/2024
This was not the case. I have an estimate according to Express moving. The point was the items that was listed on the pick up list never got picked up. I have pictures and a list of what was picked up. The truck driver chose to try to get me to change the list. I dont understand how they picked up less items and the price changed. The list that was accepted 3 times and nothing got picked up from the list and the price increased?
Customer Answer
Date: 07/22/2024

Complaint: 21905345

I am rejecting this response because: Date Sent: 7/20/2024 2:46:33 PM
This was not the case. I have an estimate according to Express moving. The point was the items that was listed on the pick up list never got picked up. I have pictures and a list of what was picked up. The truck driver chose to try to get me to change the list. I dont understand how they picked up less items and the price changed. The list that was accepted 3 times and nothing got picked up from the list and the price increased?

Sincerely,

*********************************
Business Response
Date: 07/23/2024
First and foremost, I would like to extend my sincerest apologies for any inconvenience you may have encountered. It is always our utmost priority to ensure that our customers are completely satisfied with the services we provide. As outlined in the initial complaint, the customer is charged based on the space they occupy on the truck, with a reservation for 1073 cubic feet. Upon the arrival of the movers, a revised written estimate was presented to the customer after a walkthrough to assess the items to be transported and a visual estimation. It was discovered that the customer had additional items to be loaded, requiring more space on the truck. Our customer service department advised her to prioritize the items she wished to transport in order to avoid incurring charges for the extra space. While she had the option to include all items, she would have been responsible for the corresponding space charges. We provided a detailed explanation of this policy to her, and she ultimately decided not to include the extra items.

Initial Complaint

Date:06/14/2024

Type:Service or Repair Issues

Status:

Answered

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.

Cross country movers were sub contracted to me from express movers. I'm in the military and needed weight slips to be paid when I PCS. I've stated this everytime I talked to someone. I told the pick up people and the delivery guys. They said that's customer service who does that. I was quoted way off and now may have to pay 15k out of pocket because i cant get weight tickets that i paid $100 for. They said they would take good care of my antique hutches. All 3 were scratched and two were cracked and broke. I have tryed for 2 weeks to contact people and no one will call me back. I was told by **** he would be there every step of my move and once I paid the 3k up front he stopped helping and just sent preloaded txt for a customer service that you can't leave messages with. This is the worst most corrupt lieing company I've ever dealt with. Do not trust them and the fine print they do not explain what the legal jargon means. Both companies are scams.

Business Response

Date: 06/18/2024

BBB Complaint #********

We cannot locate a shipper with this name, address, phone number or email address as provided in our Companys Database. We do not have an employee by the name of ****. The consumer has posted the complaint to the wrong company with perhaps the similar company name. Please ask the consumer to provide us with a copy of the signed agreement with the company consumer used for the shipment so we can verify the US DOT Number and MC Number to ours. Please remove this complaint from our profile immediately.

Customer Answer

Date: 06/18/2024

Complaint: 21852033

I am rejecting this response because: **** was the one who contacted you and I requested weight slips multiple times. I still have not been contacted for the insurance clame.

Sincerely,

*****************************

Customer Answer

Date: 06/25/2024

Complaint against Express Moving & Storage per consumers receipt

************************************** A

*************, FL 32114-5768

Consumer spoke with ****

Customer Answer

Date: 06/28/2024

Cross Country movers were contracted by express movers.

Customer Answer

Date: 07/01/2024

I attached the information

Business Response

Date: 07/02/2024

I would like to begin by expressing my sincere apologies for any inconvenience you may have encountered during your relocation process. It is never our intention for our customers to be anything less than completely satisfied with the services we provide. According to our records, our customer service representatives have been in regular communication with you through both email and phone calls. We have made several efforts to reach out to the motor carrier regarding the weight tickets, and we are committed to persisting until this matter is resolved. As an interstate moving broker, Express Moving's responsibility is to create an accurate estimate based on the inventory provided by the customer. We serve as advocates throughout the entire moving process, acting as intermediaries between the shipper and the carrier. In our role as an interstate broker, we have gone above and beyond to assist you. Our dedicated *************************** manages your file post-booking, and we assure you that we will continue to diligently address this issue on your behalf.

Customer Answer

Date: 07/03/2024

Complaint: 21852033

I am rejecting this response because:
I am not satisfied until this is resolved because I am going to have to pay the $15.5k out of my pocket when the military will cover it with my certified weight tickets if they were above 10,000lbs. The movers said I probably had close to 28,000lbs. I told them, and everyone I talked to on the phone I needed weight tickets. The pickup crew verbally confirmed they would get tickets. I have been the one that reached out many times to emails and calls and txt. After I paid the full amount there has been no effort to reach out to me. It has not been you reaching out too. I also have items broken or missing but the big issue is weight tickets.

Sincerely,

*****************************

Business Response

Date: 07/16/2024

More Information Received:

from: ****************************************** on 7/15/2024

Relay Message

Mark as Reviewed

Sent Via:	Email (ODR)
From:	*************************
From Email:	*************************
To:	BBB Serving ***************
Subject:	More Information
Date Sent:	7/15/2024 5:51:39 PM
Date Read:	7/16/2024 8:54:00 AM
Attachments:

First, I would like to apologize for any inconvenience that you may have experienced during your move. It is never our intention for our customers to be less than satisfied with our services. After the booking process the customer service department handles the file. We send over a welcome email that explains the customer service will be the main point of contact after the booking process. We have been in direct contact with the customer within the last week and we were able to provide him the weight tickets that he needed. We have also offered a courtesy refund for the inconvenience. I have attached those documents to this complaint so that you can see that were able to come to a resolution. If you have any questions or concerns please feel free to reach out to our customer service department at ************.

Initial Complaint
Date:05/22/2024
Type:Order Issues
Status:
UnresolvedMore 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 started looking for a mover in late February and did a web search for movers. A few movers reached out to us and ******* from Express movers led me to believe that they could beat other prices and provide the service requested.We, at the time thought they would provide good service to us, until they got our payment. After that, it was one question after another. I have enclosed a letter of expnantion that goes into more detail about this and at the end of the letter it states that I have reached out to them (left messages for ******- she handles the finances and is the one that told me my money would be refunded) I do not get a call back. I have left 2 other messages and no response. The letter states that during the initial effort to cancel these services, I get the runaround from them, by either not answering my calls, saying that ****** was looking into it and would get back with me, (which she did not) and when I did get a hold of ****** and she told me how to submit a formal request, gave me the e-mail address to send it to which I did while I was still on the phone with ****** and she confirmed the receipt of my request. Their response to the credit card company was that I was 15 minutes late in submitting my request and will not reimburse my funds. They have done nothing but give me false information from the word GO and should not be allowed to steal from consumers by playing office games to run out the clock. We were moving, packing and a million other things at the same time and their defense is that I did not submit in ************************** the contract the time frame. I spoke with ******* the same day and the next day, no guidance from her except to hang up on me. When I get the office, no mention of in writing, just tactics to run out the clock . People that are moving are extreme;;y busy and should be able to trust someone that is in the moving business. I believe they are predators on people that need these services
Business Response
Date: 06/03/2024
First, I would like to apologize for any inconvenience that you may have experienced. It is never our intention for our customers to be less than satisfied with our services. I have reviewed your file and it appears that you did get a call back from the ****************** on March 12, 2024 and you stated that you had already contacted you bank and disputed the charges. When a dispute is initiated it is left in the banks hands and is left up to their discretion. As of now, the deposit has been pulled out of our bank account until the bank finalizes the dispute. The will make the discussion on who gets to keep the money. It clearly states in the notes on your file, that we were going to refund you your deposit until you mentioned that you had contacted the bank. We also encourage our customers to try and work out the refund with us prior to calling your bank. We can revisit this once the bank has made their discussion. Thank you for time in this matter and if you have any further questions or concerns. Please don't hesitate to give us a call.
Customer Answer
Date: 06/03/2024

Complaint: 21746816

I am rejecting this response because:

I am responding and including documentation from the credit card company in which Express Moving very clearly states twice that they will not refund the money owed to me. In their first response their justification is that I requested this outside of the 72 hour limit (by 15 minutes).
I have also included the *** to Citi after Express Moving first response stating that I was actively working with ****** and that I requested the cancellation of services from her, verbally for 3 days prior to the written request. The written request was submitted on 2/29/2024.
In the *** I have laid out the activities of Express in which they treat their customer which led to my questionong them in the first place. When I contacted Citi Card, they recommended filing the dispute and if Express wre to refund the money, to let them know and they would drop it. My credit card was refunded the $926.65 and after the response letters from Express, the $926.65 was again taken out by Citi Card.

Feb 26, 2024 ******************************* REVERSE ESSENTIAL MOVING EXPERTS ******* $926.65

Sincerely,

*****************************
Initial Complaint
Date:04/27/2024
Type:Order 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.
On 4/10/24, I was contacted via email by ****************** of Express Moving about an upcoming move I had planned from **********, ** to **. She stated that they were going to have a moving truck in the area on the date I was interested in moving. I then spoke with ***** on the phone, and she mentioned that they had their own trucks and would be using a 26" box truck for my move since they were moving a military family to the area. I then worked with ******************* of Express Moving to create an inventory list and come up with a monetary amount for the move. Once we agreed on a figure, **** sent me an estimate and hurried me through the process of accepting and paying a down payment for the move. I thought it strange that emails coming from **** used ******************'s signature. After taking more time to review the agreement I had authorized, I realized that I had worked with a moving broker and not an actual moving company, even though I had been told differently by both ***** and ****. Realizing this, I called the next day on 4/11/24 to discuss with ***** as I felt I had been misled. She assured me that they were the ones that were actually doing the move. I decided to proceed rather than cancel. However, on Sunday, 4/14/24, I started feeling leery about the company and called and spoke to **** in customer service. It was at this time that I was told the company doing the move was actually Elite *** Lines with a different address and DOT number. Because of the deception that had occurred, I emailed Express Moving to cancel the move. I was contacted the next day, 4/15/24, by ********. She apologized for things being misconstrued and being sent the wrong contract. She sent me the right contract with the moving company name and DOT number. I said that I had no trust in either company and to continue with the cancellation. They wouldn't refund my $901.69 because I cancelled outside the 72 hour window even though I didn't have the correct contract to review until 5 days out.
Business Response
Date: 05/07/2024
First, I would like to apologize for any inconvenience that you may have experienced, it is never our intention for our customers to be satisfied. I would like to explain your concerns. Express Moving is a licensed interstate moving broker and it is our responsibility to build the customer an estimate of the inventory they provide. We advocate on their behalf of the move and we act as the liaison between the shipper and the carrier. Elite *** Lines is our licensed interstate moving carrier that services the East Coast. We would love to do all of our jobs, however we do have that big of a fleet. **** and ***** both have separate email addresses: ***************************************************** and ******************************************************* I apologize that you felt mislead in anyway, that is never our intention. As far as a refund, the charges have been disputed with the credit card company. At this time, we do not have the money to give back to you. The bank has withdrew it from our account and they will come to a resolution. The cancellation policy is posted in bold at the top of the binding estimate, in the cancellation section of the estimate, and again at the bottom of the estimate in bold. Each customer signs a credit card authorization form prior to us processing the payment. On the form you must accept the cancellation policy before electronically signing. The customer reservation was made on April 10, 2024 and he sent in a cancellation email on April 14, 2024. The cancellation policy allows you seventy-two hours to cancel. We offered him a percentage of his deposit back, however he is unwilling to take it and disputed the charges.

I authorize the above named business to charge the credit card indicated in this authorization form according to the terms outlined above. This payment authorization is for the goods/services described above, for the amount indicated above only, and is valid for one (1) time use only. I certify that I am an authorized user of this credit card and that I will not dispute the payment with my credit card company; so long as the transaction corresponds to the terms indicated in this form.

Cancellation Policy: I, W ******************************* , have read and agree to the terms and conditions set forth below. All deposits are not refundable for customers who cancel their estimate within 10 business days of their first available pickup date. Customers must provide Express Moving with written notice of canceling via email or postal mail, sent to: ******************************************. Deposits are only refundable for customers who cancel their move within 72 hours of electronically signing this agreement minus 10% administrative fees. All refunds will be processed within 90 days.

Accept and sign this credit card form: Click for Signature
Electronic Signature:

Document Emailed On: Wednesday, 04/10/2024 12:13:30 PM (ET)
Document Signature Name: *************************
Document Signature Email: *************************************
Document Signature Date: Wednesday, 04/10/2024 12:15:16 PM (ET)
Document Signature IP Address: 64.128.165.122
Internet Browser: Chrome

We will not be refunding the customer's deposit, as he has disputed the charges with his credit card company. I have attached the signed binding agreement and the singed credit card authorization form for your review. Thank you for your time and consideration in this matter. Please feel free to contact me if you have any questions or concerns.
Customer Answer
Date: 05/07/2024

Complaint: 21634097

I am rejecting this response because:
The only thing the company appears to have addressed in my complaint is regarding *****'s and ****'s email addresses. Of which, I only mentioned that **** used *****'s email signature. I never said they were using the same email account. What they fail to discuss is my conversation with ******* where she apologizes for conducting business in the manner in which they did. She also confirms that I didn't have the right contract until she provided it 5 days after my credit authorization. They should be able to understand that the 72 hour window to cancel should be extended because of this mistake on their part. It is not just a feeling that I had about being misled. I was directly misled in my phone communications with both **** and *****.

Sincerely,

*************************
Business Response
Date: 05/08/2024
Good morning, Everyone wants to be the exception to the rules and in business it doesn't work that way or we would not have a business. The cancellation policy is posted in three places throughout the entire binding agreement. It is printed in bold at the top of the binding estimate, in the cancellation section of the estimate, and again in bold at the bottom of the binding estimate. Each customer must sign a credit card authorization form prior to us processing the payment. This is a very competitive industry. ******* was trying to explain everything that I explained in the first complaint. We went above and beyond and tried to do the right thing. We offered a courtesy refund and it was declined and the customer choose to dispute the charges and now it will be left up to the bank to decide who gets to keep the deposit. I hope you have a good day!
Customer Answer
Date: 05/08/2024

Complaint: 21634097

I am rejecting this response because:
******* explained to me on the phone that I should have been working with Elite *** Lines directly in the first place and she would address the issues with the employees who handled the situation improperly. She said that I wasn't sent the correct contract. I cancelled the move 1 day before ever receiving the correct contract. I'm sorry if you feel your cancellation policy excuses your horrible business practices and the deceptions that were used against me to keep me from cancelling within the 72 hour period. You keeping the $901.69 and only offering me 20% refund is disgusting.

Sincerely,

*************************
Initial Complaint
Date:04/26/2024
Type:Order 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.
I gave itemized list with dimensions & told them their quoted ***** was too high & I would move myself. I was called back after hours by agent **** who was trying to work on price. I was on phone for several hours & told ********** wasnt home. I discussed extensively how Ive moved many times & always used a 26ft truck & needed that space. **** said they had a 26ft truck in my area & asked what I was comfortable paying. **** brought the price down after a ****************** override. I agreed, was given a contract with a down payment & told I could cancel within 72 hours for refund -20%. I believed the contract to be what we had discussed for a 26ft truck & including list of items provided. My husband looked over the contract the next day & said this was not at all the case. The space provided was 599 cubic ft. Without frame of reference, I thought this was the 26ft moving truck we discussed. It turns out it was less than 1/3 of the 26ft truck they were providing & they intended to charge us for any additional space we took which was not discussed as a possibility. It also said I waived a virtual survey which I was not offered. The itemized list left off most of items I provided which I, in good faith, trusted would be there. When trying to cancel the next day I was told it was within 10 days of move & we couldnt get a refund, contrary to what **** said. **** took no further calls & staff would not issue refund. I asked why **** deleted stuff from the list & gave less space than discussed. They told me I should known that I cant move across the country for that price. Without discounts the price was equal to competitors for a whole 26ft truck. I discussed the situation with a ************* said that if the contract was not what we discussed or what I believed I was signing, there was no meeting of the minds rendering it void fiduciary. I sent the company a demand letter with this for a full refund. They only offered 50%, which I refused.
Business Response
Date: 04/30/2024
First, I would like to apologize for any inconvenience you may have experienced. It is never our intention for our customers to be less than satisfied with our services. Express Moving and Storage is an interstate moving broker and our job is build the customer an estimate. We also advocate on their behalf the entirety of the move. Express Moving acts as the liaison between the shipper and carrier. The cancellation policy is posted in bold at the top of the binding agreement, in the cancellation section, and at the bottom of the binding agreement. Each customer must sign a credit card authorization form before we process the payment. The credit card authorization form forces you to accept the cancellation policy prior to signing. The cubic feet is listed on the binding agreement. The customer made their reservation on April 2, 2024 with a move date of April 15, 2024.That is nine days prior to their first available pick up date.
Cancellation Policy: I, *************************** , have read and agree to the terms and conditions set forth below. All deposits are not refundable for customers who cancel their estimate within 10 business days of their first available pickup date. Customers must provide Express Moving with written notice of canceling via email or postal mail, sent to: ******************************************. Deposits are only refundable for customers who cancel their move within 72 hours of electronically signing this agreement minus 10% administrative fees. All refunds will be processed within 90 days.

Accept and sign this credit card form: Click for Signature
Electronic Signature:

Document Emailed On: Tuesday, 04/02/2024 06:43:32 PM (ET)
Document Signature Name: *****************************
Document Signature Email: ***********************
Document Signature Date: Tuesday, 04/02/2024 06:44:38 PM (ET)
Document Signature IP Address: 172.56.69.92
Internet Browser: Safari
We offered to reimburse the customer 50% of their deposit back even though they are outside of the cancellation window. Please give our customer service department a call if you have any further questions or concerns. The direct number is **************.
Customer Answer
Date: 05/25/2024
The estimate ending in 226 is not regarding our move. It has someone else's name and dates/address/phone/email/possessions. The job acceptance form is dated (4/9/24) for after the cancelation notice we gave to and was accepted by the company (4/5/24). This means Express Moving and Storage made a contract with a carrier company ********************* LLC.) without a job for the specified terms. Then, sent someone's personal information to another person/platform. As stated previously, the phone call for this booking did not include the "Meeting of the Minds" and renders it void fiduciary. Seeing another complaint on the BBB, this is clearly not a rare occurrence. They did the same exact thing to another person.
Customer Answer
Date: 05/25/2024
Files pertain to date stamped emails about cancelation request and acknowledgment
Customer Answer
Date: 05/28/2024
Date Sent: 5/25/2024 11:05:38 AM
Files pertain to date stamped emails about cancelation request and acknowledgment
Business Response
Date: 05/28/2024
First, I would like to apologize for inconvenience you may have experienced. It is never our intention for our customers to be less than satisficed with our services. The customer cancelled outside of the cancellation window. The cancellation policy is posted in three places throughout the binding agreement. It is stated in BOLD at top of the binding estimate, in the cancellation section of the estimate, and again in BOLD at the bottom of the binding agreement. Each customer must sign a credit card authorization form before we process the payment. On the form, you must accept the cancellation policy before electronically singing. Our company has offered a courtesy refund of 20% of their deposit. I have attached the signed binding agreement, signed credit card authorization form, dispute notification and signed job acceptance form. The customer has disputed the charges with her credit card company on April 30, 2024. therefore we do not have her deposit to refund.
Customer Answer
Date: 05/28/2024
This is irrelevant as you have already disputed the charge back and the bank took the money again. If it is your intention to provide satisfactory service then why would your broker straight up lie to us? We provided a detailed list with dimensions and he deleted things from our list and listed things a small that are quite large. We spoke extensively with the broker about how weve moved many times and need the space of a 26ft moving truck. He told us he was providing that truck, that it was in our area. What he didnt say was that he was not giving us the actual space of the truck. At no point was it mentioned we could not use up that space during the estimate without it costing more. And then the broker never took our calls or emails again and you all would not connect us with them. You didnt offer a refund until I threatened legal action, which I am going to pursue now that you charged back my account. Your broker being deceitful is a breach of contract law as mentioned in my letter. If we are are not the same page of what we are agreeing to, under US contract law thisis fraud. If we say we need a 26 foot moving truck, you say we are providing you a 26 foot moving truck, and then you make us a contract that is not that, that is fraud. The unit of measurement was changed to cubic feet. We were never told how much 500 cubic feet equates too and there was no reason to believe it was any less than what we had discussed. There was no reason for the agent to delete items from the very detailed list we provided them. Seeing as the other complaints on here very much match what happened to us, it is clear this company intends to operate in a deceitful and fraudulent manner as proven by your employees quote when I tried to dispute this well you shouldve known you couldnt move for that price. Now youve faked job forms past our cancellation date, and provided someone elses personal information to us on this dispute. Something you didnt address at all in this rebuttal. The company on that job acceptance form didnt even have active insurance on the date the contract was made and signed.
Customer Answer
Date: 05/28/2024
Date Sent: 5/28/2024 2:37:20 PM
This is irrelevant as you have already disputed the charge back and the bank took the money again. If it is your intention to provide satisfactory service then why would your broker straight up lie to us? We provided a detailed list with dimensions and he deleted things from our list and listed things a small that are quite large. We spoke extensively with the broker about how weve moved many times and need the space of a 26ft moving truck. He told us he was providing that truck, that it was in our area. What he didnt say was that he was not giving us the actual space of the truck. At no point was it mentioned we could not use up that space during the estimate without it costing more. And then the broker never took our calls or emails again and you all would not connect us with them. You didnt offer a refund until I threatened legal action, which I am going to pursue now that you charged back my account. Your broker being deceitful is a breach of contract law as mentioned in my letter. If we are are not the same page of what we are agreeing to, under US contract law thisis fraud. If we say we need a 26 foot moving truck, you say we are providing you a 26 foot moving truck, and then you make us a contract that is not that, that is fraud. The unit of measurement was changed to cubic feet. We were never told how much 500 cubic feet equates too and there was no reason to believe it was any less than what we had discussed. There was no reason for the agent to delete items from the very detailed list we provided them. Seeing as the other complaints on here very much match what happened to us, it is clear this company intends to operate in a deceitful and fraudulent manner as proven by your employees quote when I tried to dispute this well you shouldve known you couldnt move for that price. Now youve faked job forms past our cancellation date, and provided someone elses personal information to us on this dispute. Something you didnt address at all in this rebuttal. The company on that job acceptance form didnt even have active insurance on the date the contract was made and signed.
Business Response
Date: 05/28/2024
Again, I do want to apologize for any inconvenience that you may have experienced. Actually it is relevant, you disputed the charges with your credit card company in April and your deposit was taken out of our bank account. Therefore I don't have anything to refund you. The final dimension will be left up to the bank. The cancellation policy is a POLICY and I can not change policies and procedures. We offered 20% as a courtesy, you are not entitled to any form a refund. As far as signed documents, I have presented the BBB with the exact documentation. I am unsure what you are insinuating. Your information is inaccurate. Stone Trucking has had insurance since 3.23.23. I have attached a screenshot of the ***** proving that they were insured at that time. I understand your frustration, however you are doing exactly what you are accusing us for. You are providing false information. Good luck with everything.

US DOT: 3519109 Docket Number: MC01167445
Legal Name: STONE TRUCKING GROUP LLC
Form ************** Carrier Policy/Surety Coverage
From Coverage
To Effective
Date
From Effective
Date
To
91X BIPD/Primary TRANSGUARD INSURANCE ******* OF ************ TCP0003410 $0 $750,000 04/21/2024 03/23/2024
Replaced
91X BIPD/Primary PROGRESSIVE MOUNTAIN INSURANCE ******* OF OHI CA03400884 $0 $750,000 03/23/2021 04/29/2024
Cancelled
91X BIPD/Primary PROGRESSIVE MOUNTAIN INSURANCE ******* OF OHI CA03400884 $0 $750,000 03/23/2021 03/23/2024
Replaced
91X BIPD/Primary PROGRESSIVE MOUNTAIN INSURANCE ******* OF OHI CA034008840 $0 $750,000 03/23/2021 03/23/2021
Replaced
34 CARGO TRANSGUARD INSURANCE ******* OF ************ TCP0003410 $0 $5,000* 04/21/2024 03/23/2024
Replaced
34 CARGO PENNSYLVANIA MANUF. *****. INS. 812301-9525536Y-CCR $0 $5,000* 03/31/2023 03/31/2024
Cancelled
34 CARGO PENNSYLVANIA MANUF. *****. INS. 812201-9525536Y-CCR $0 $5,000* 03/23/2022 03/23/2023
Cancelled
34 CARGO PENNSYLVANIA MANUF. *****. INS. 812101-9525536Y-CCR $0 $5,000* 03/23/2021 03/23/2022
Cancelled
* If a carrier is in compliance, the amount of coverage will always be shown as the required Federal minimum ($5,000 per vehicle, $10,000 per occurrence for cargo insurance, $75,000 for bond/trust fund insurance for brokers and freight forwarders). The carrier may actually have higher levels of coverage.

Customer Answer
Date: 05/29/2024
I've attached what I am speaking in regards of. This is from the ***** website. As you can see here, it was revoked 4/8 with the job hire date you sent of 4/9. I am also curious as to why this would be made after we cancelled 4 days prior. Finally, sending us someone else's contract here, which contains their personal information, even if in error is a violation of their privacy and a serious matter which you have not yet addressed either. This contract includes that persons name, old and new address, email, and phone number. Something I am sure they wouldn't want posted on the internet. Your business proceedings, whether malicious or not, are not reputable.
Initial Complaint
Date:04/05/2024
Type:Customer Service 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.
I was looking for long distance moving services when I ran across this company on 3/29/24. I got a quote and a mover named ******* started texting me on her personal number stating they would be able to help on the last minute loved because they already have a truck coming to my area. As i was doing more research about the company I recieved multiple texts asking did I complete the transaction because it was after hours. She then told me the spot was taken. Thats when I decided to take my leap of faith and purchase the deposit and told her I had done so. Apparently the spot was still open and she just wanted to rush the process of sending the deposit. When i purchased the deposit of $717 she hadnt even known it had gone through and kept asking. That was a red flag so I decided to do a little more research and finally came across the actual legal business name (Trinity Moving and Storage) on Yelp and seen all the terrible reviews. I then immediatley tried to cancel my deposit an 1 hr and 40 minutes after I purchased it. Nothing was stated about a cancellation fee or nonrefundable deposit. They kept stating there was a form before you pay so I screenrecorded the process and there is absolutely no form before you pay stating anything about a nonrefundable deposit. They have a password before you pay so I wouldnt have been able to access it unless Crystal **** it. ******* didnt reach back out to me until the morning and told me I wouldnt get my money back. She didnt answer any of the calls and when we called Customer support during open hours they told us we wouldnt get our money back and hung up in our face multiple times and stopped answering the phone. The last lady we spoke to that called us told us we should get reimbursement and that the finance company would reach out to us on Monday because Sunday was Easter. We never got a call. They have not tried to resolve the issue. We have evidence of everything. The business is very unprofessional and money hungry.
Business Response
Date: 04/08/2024
First, I would like to apologize for any inconvenience that you may have experienced during your move. It is never our intentions for our customers to be less than satisfied with our services. The move was coordinated on 3/30/24 for pick up the very next day 3/31/24. The cancellation policy that we go by is across the board for all moving companies.
By electronically signing this document, the customer agrees to all terms and conditions of this Estimate. The customer has 72 hours after signing the original Binding Estimate to provide a written cancellation notice to ****************************************** and receive a refund, minus 10% for administrative fees. However, Customers who cancel or book within 10 business days of their first available move date are not eligible for a refund.
Document Emailed On: Friday, 03/29/2024 07:29:51 PM (ET)
Document Signature Name: *************************
Document Signature Email: ********************
Document Signature Date: Friday, 03/29/2024 08:18:33 PM (ET)
Document Signature IP Address: 71.45.79.33
Internet Browser: Safari

The cancellation policy is posted in bold at the top of the binding estimate, in the cancellation section of the estimate, and again at the bottom of the binding estimate. You signed the binding estimate. Please keep in mind that it typically takes two weeks to handle the logistics of a long distance move, and if we agree to organize it within 24 hours then we don't have a cancellation window. The payment was made on the website by the customer. You made the decision to pay it on our website with your free will. No, we would not cancel out a transaction regardless if it was the weekend or a holiday. All transactions are finalized on the date of processing. The deposit is solely paid to handle the coordination of the move. We had a truck dispatched and she was on the schedule for pick up the following day. If you did your due diligence you would see why our name has been changed. There was another company using the name Trinity Relocation, and we were getting all of their negative reviews therefore we changed our name so that no longer had to suffer the repercussions of another company. We offer all of our customers partial reimbursement. You will be given the same opportunity. Please give us a call at ************ and we will provide you with courtesy reimbursement.
Customer Answer
Date: 04/09/2024

Complaint: 21534461

I am rejecting this response because: The mover stated they were already coming to my Area which is why they were able to accommodate me. A screen record is provided before the deposit is paid and it says nothing about a cancellation fee or show any policy. In the message sent by the company it says nothing about a cancellation fee. When the mover was asking me to make the payment it was after hours meaning the company was closed. So Im not understanding how it was even processed the right way. Another screenshot shows multiple calls from numbers they called me from. The mover, customer support and and another numbers. They all hung up in my face. **** stated the finance company would be in contact on Monday and I never received a call. I did do my research of the company because the information was provided on your website about the Legal name of the company. The mover also tried to encourage my mom to not read all the policy and hurry up to pay and stated someone else took the spot then somehow the spot magically appeared when she was ready to pay. Overall the company is very unprofessional, liars, and definitely live up to the standard of ***************** name Trinity and Storage LLC.No one has been in contact about any reimbursement. You all just chose to keep the $717.00 deposit like scammers.

Sincerely,

*************************
Business Response
Date: 04/09/2024
Again, we never want our customer's to be less than satisfied. I have attached the signed binding estimate to show how the cancellation policy is displayed. It is at the top in bold, in the cancellation section, and again in bold at the bottom of the estimate. Once the customer pays on line it is automatically ran through the processor. Its just like any other online payment portals. Regardless, the customer is outside of the cancellation window. The Finance Manager called and spoke with the customer on Saturday, and explained their options. Again, we are willing to offer a courtesy refund. I will have customer service send that refund agreement to your email. Please let us know if there is anything further to help you with.
Initial Complaint
Date:04/04/2024
Type:Service or Repair 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.
For starters this was a very stressful experience all together. And moving my only daughter from *********** to ****** to start her knew life is heartbreaking enough. With that said, I spoke to a representative named ****** that mislead me the entire way of this process. Myself and ****** settled on a price of $1800 for the move and when I asked when my daughters property would get get picked up and delivered we made our dates. It would get picked up on march 20th and the unsettling thing was when u asked about the delivery he said It takes about the same time as mail takes to get delivered. Theres a red flag right there. When we were at the point of signing the contract he sent the contract via email to sign. Obviously I didnt have to comb through pages of documents and there policies they dont tell you about. When they arrived it wasnt express movers it was a 2nd or 3rd party company. Never once was a 2nd or 3rd party . Once they packed all my daughters stuff they said its going to be an additional $400 do to the square feet. Express movers knew exactly what my daughter had right down to the size of boxes and furniture. That is really deceitful to try and make a sale. After the property got picked on 3/20 first delivery date was the 3/22 I took 2 weeks off from work to drive my daughter from *********** to ****** and get her moved and situated. Once we arrived in ****** and few more days went by. Finally I called express moving and just got a run around saying well itll get there, the drivers can only drive so many miles a day. I called the 3rd party company whom had the storage and they said they didnt have a driver. I just keep getting the run around and there getting caught in there lies. Now after 2 weeks off from work Im back in ct with nothing resolved. Very deceitful company. I drove out there for nothing and feel really bad for My daughter that she out with nothing. Never once was I updated on a delivery date or a else at that matter. Refund!!
Customer Answer
Date: 04/05/2024
Also I didnt send you the contract I signed with this crooked company because when I try to pull it up through my email or any other communication we had it says expired. So now I cant go back and review the contract and the fine print. Why would a company do that is my question? Probably because there hiding something. Every time I call them they give me a different excuse. I feel absolutely horrible about my daughter being that shes sitting in an apartment with bare minimum and that this is partially my fault for taking a company word for it. I know I checked off I wanted some kind of reimbursement but I need my daughters property to get delivered. It doesnt let you check both boxes. Please call me at ********** for further information
Business Response
Date: 04/05/2024
First, I would like to apologize for any inconvenience you may have experienced. It is never our intentions for our customers to be less than satisfied with our service. Express Moving is an interstate moving broker and it is our responsibility to build the customer an estimate of the inventory they provide. We also advocate on their behalf the entire process. We also act as the liaison between the shipper and the carrier. The initial estimate was based off of 315 cubic feet. Once the movers arrived a Revised Written Estimate was performed for 400 cubic feet. There were an additional 85 cubic feet. I have had the opportunity to look over the file, and there is not indication the customer called in during the ********************** process. We also make it very clear verbally and in writing that if there are any discrepancies during pick up to give us a call. Due to the fact of the customers not calling in during the pick up we assumed everything went well.
The customer works delivery out with the driver. We are given estimated windows based off of the mileage by the **** The customer is traveling 1529 miles and there estimated delivery window is 7-14 business days. The **** (first available delivery date) was March 22, 2024. We are currently on day 12. It would be impossible for our trucks to go 1529 miles in two days.
I was able to get an update for the delivery and it will be performed tomorrow, March 6, 2024. All of this information is provided in our binding estimate. We never try and hide the fact that we are an interstate moving broker. It is in our estimate and stated on our website. We have been diligently working on this file and we will continue to. Please let us know if you have any further questions or concerns.

Customer Answer
Date: 04/08/2024
During discussions with my moving coordinator, ******, regarding the relocation of my daughter and her husbands belongings, which amounted to 400 cubic feet as initially assessed, the quoted price was $2450. Upon expressing my budgetary constraints, I requested a reduction to $2000, to which ****** purportedly agreed after a brief pause during our conversation. However, the revised cubic footage was not clearly communicated, leading to a discrepancy between the agreed-upon cubic feet and the actual volume loaded onto the truck. Furthermore, the role of Express Movers solely as a broker, rather than the actual movers, was not disclosed beforehand, which contributed to the subsequent confusion and frustration on moving day.

Subsequently, on the scheduled moving day, it became evident that the volume of belongings loaded onto the truck exceeded the previously discussed cubic footage, resulting in an unexpected charge of $450. Such discrepancies in communication and execution are concerning, particularly considering the vulnerability families experience during the moving process.

Regarding communication attempts, phone records indicate several inquiries made starting from March 24th, each met with varying explanations and delays, ultimately leading to the realization that Express Movers operates solely as a broker. Following this discovery, attempts to contact the carrier responsible for storage, Cross Country Movers, were unsuccessful due to their reported lack of available drivers.

The situation culminated in the filing of a claim with the Better Business Bureau, prompting the eventual delivery of my daughter and her husbands belongings on April 6th. Throughout this ordeal, a pattern of misinformation and deception persisted, raising questions about the integrity of Express Movers practices and their oversight of employees conduct.

Furthermore, discrepancies noted in the expiration of contract uploads and the lack of transparency regarding cubic footage adjustments further compound concerns regarding the companys practices. It is important to note that all conversations and interactions were meticulously recorded, aligning with the principles of accountability and evidence-based decision-making inherent in my background in law enforcement.

In conclusion, a resolution is sought not only for the financial discrepancies incurred but also for the breach of trust and transparency throughout this ordeal. Clarification and rectification of these issues are imperative to restore confidence in the services provided by Express Movers and to prevent similar instances in the future.
During my discussion with moving coordinator ****** regarding the relocation of my daughter and her husbands belongings, initially estimated at 400 cubic feet for a total cost of $2450, I expressed my budget limitation of $2000. Following a brief pause, ****** assured me that the price could be adjusted accordingly. However, upon inspection on moving day, it became apparent that the cubic footage remained at 400, resulting in an unexpected additional charge of $450. This lack of transparency regarding pricing adjustments and the revelation that Express Movers functions solely as a broker, not the actual movers, added to the sense of deceitfulness in an already vulnerable situation for my family. Despite reassurances about the delivery timeline, subsequent inquiries were met with excuses and delays, culminating in the realization that our belongings were held in storage, further exacerbating concerns of being misled. Following intervention via the Better Business Bureau, the delivery was eventually completed on April 6th. The discrepancy between the contracted cubic footage and the actual uploaded contracts, along with the repeated unfulfilled promises, raises significant doubts about the integrity of the companys practices. As a law enforcement professional, I value evidence and have documented these interactions accordingly.
During my discussion with moving coordinator ****** regarding the relocation of my daughter and her husbands belongings, which totaled 400 cubic feet, the estimated cost amounted to $2450. Upon conveying my budget constraint of $2000, I respectfully requested a reduction in the quoted price. Subsequently, ****** indicated an adjustment could be made, purportedly reducing the cubic footage to 315. However, clarification on the methodology employed to achieve this reduction was not provided, nor was there disclosure of Express Movers status as a broker rather than the actual movers.

On the day of the move, it was discovered that the total cubic footage remained at 400, resulting in an unexpected additional charge of $450. This lack of transparency is concerning, especially considering the vulnerability of families during such transitions.

Contrary to assertions made by your representative, attempts were indeed made to reach out for updates on the status of the delivery. Despite assurances of a timely delivery timeframe of 5-7 days, delays ensued, and various explanations were offered, including the revelation that Express Movers operates solely as a broker.

Subsequent attempts to contact the designated carrier, Cross Country Movers, revealed further obstacles, with claims of a lack of available drivers. This pattern of misinformation and unfulfilled promises persisted until the intervention of the Better Business Bureau prompted the eventual delivery of the belongings on April 6th.

The discrepancies between the initially provided contract for 400 cubic feet and the later revised contract for 315 cubic feet, compounded by their expiration when attempting to submit them as evidence, raise concerns about the integrity of the process.

Recordings of all correspondence and interactions have been retained, underscoring the importance of accountability and transparency in such matters, particularly from a company entrusted with facilitating significant life transitions
Customer Answer
Date: 04/08/2024
Date Sent: 4/8/2024 12:07:04 AM
During discussions with my moving coordinator, ******, regarding the relocation of my daughter and her husbands belongings, which amounted to 400 cubic feet as initially assessed, the quoted price was $2450. Upon expressing my budgetary constraints, I requested a reduction to $2000, to which ****** purportedly agreed after a brief pause during our conversation. However, the revised cubic footage was not clearly communicated, leading to a discrepancy between the agreed-upon cubic feet and the actual volume loaded onto the truck. Furthermore, the role of Express Movers solely as a broker, rather than the actual movers, was not disclosed beforehand, which contributed to the subsequent confusion and frustration on moving day.

Subsequently, on the scheduled moving day, it became evident that the volume of belongings loaded onto the truck exceeded the previously discussed cubic footage, resulting in an unexpected charge of $450. Such discrepancies in communication and execution are concerning, particularly considering the vulnerability families experience during the moving process.

Regarding communication attempts, phone records indicate several inquiries made starting from March 24th, each met with varying explanations and delays, ultimately leading to the realization that Express Movers operates solely as a broker. Following this discovery, attempts to contact the carrier responsible for storage, Cross Country Movers, were unsuccessful due to their reported lack of available drivers.

The situation culminated in the filing of a claim with the Better Business Bureau, prompting the eventual delivery of my daughter and her husbands belongings on April 6th. Throughout this ordeal, a pattern of misinformation and deception persisted, raising questions about the integrity of Express Movers practices and their oversight of employees conduct.

Furthermore, discrepancies noted in the expiration of contract uploads and the lack of transparency regarding cubic footage adjustments further compound concerns regarding the companys practices. It is important to note that all conversations and interactions were meticulously recorded, aligning with the principles of accountability and evidence-based decision-making inherent in my background in law enforcement.

In conclusion, a resolution is sought not only for the financial discrepancies incurred but also for the breach of trust and transparency throughout this ordeal. Clarification and rectification of these issues are imperative to restore confidence in the services provided by Express Movers and to prevent similar instances in the future.
During my discussion with moving coordinator ****** regarding the relocation of my daughter and her husbands belongings, initially estimated at 400 cubic feet for a total cost of $2450, I expressed my budget limitation of $2000. Following a brief pause, ****** assured me that the price could be adjusted accordingly. However, upon inspection on moving day, it became apparent that the cubic footage remained at 400, resulting in an unexpected additional charge of $450. This lack of transparency regarding pricing adjustments and the revelation that Express Movers functions solely as a broker, not the actual movers, added to the sense of deceitfulness in an already vulnerable situation for my family. Despite reassurances about the delivery timeline, subsequent inquiries were met with excuses and delays, culminating in the realization that our belongings were held in storage, further exacerbating concerns of being misled. Following intervention via the Better Business Bureau, the delivery was eventually completed on April 6th. The discrepancy between the contracted cubic footage and the actual uploaded contracts, along with the repeated unfulfilled promises, raises significant doubts about the integrity of the companys practices. As a law enforcement professional, I value evidence and have documented these interactions accordingly.
During my discussion with moving coordinator ****** regarding the relocation of my daughter and her husbands belongings, which totaled 400 cubic feet, the estimated cost amounted to $2450. Upon conveying my budget constraint of $2000, I respectfully requested a reduction in the quoted price. Subsequently, ****** indicated an adjustment could be made, purportedly reducing the cubic footage to 315. However, clarification on the methodology employed to achieve this reduction was not provided, nor was there disclosure of Express Movers status as a broker rather than the actual movers.

On the day of the move, it was discovered that the total cubic footage remained at 400, resulting in an unexpected additional charge of $450. This lack of transparency is concerning, especially considering the vulnerability of families during such transitions.

Contrary to assertions made by your representative, attempts were indeed made to reach out for updates on the status of the delivery. Despite assurances of a timely delivery timeframe of 5-7 days, delays ensued, and various explanations were offered, including the revelation that Express Movers operates solely as a broker.

Subsequent attempts to contact the designated carrier, Cross Country Movers, revealed further obstacles, with claims of a lack of available drivers. This pattern of misinformation and unfulfilled promises persisted until the intervention of the Better Business Bureau prompted the eventual delivery of the belongings on April 6th.

The discrepancies between the initially provided contract for 400 cubic feet and the later revised contract for 315 cubic feet, compounded by their expiration when attempting to submit them as evidence, raise concerns about the integrity of the process.

Recordings of all correspondence and interactions have been retained, underscoring the importance of accountability and transparency in such matters, particularly from a company entrusted with facilitating significant life transitions
Business Response
Date: 04/08/2024
Again, we never want our customer's to be less than satisfied with our services. As stated on the first response, Express Moving is an interstate moving broker, and that is not something that we try and hide. Most moving companies are brokers. Again, no one called in on the day of pick up to question the overages. We make it very clear that if you have any questions about your charges to give us a call prior to singing the paperwork. We can normally get the movers to discount the move. If there was an issue on the day of the move why wouldn't you call us to say something about your price changing? The price is calculated by the space that is taken up on the truck. It is a space reservation. The window given by the *** when traveling 1529 is 7-14 business days and you guys were delivered within 12 business days, therefore you were inside of the window. Our binding agreement also states this information and it clearly says the movers have 21 business day for delivery. We do not guarantee pick up and delivery dates.
ESTIMATED PICK UP AND DELIVERY SCHEDULE: Pickup and delivery dates are not
guaranteed unless the optional ************************** (P.G.S.) is purchased.
Standard Service (S.S.) period is up to a maximum of thirty business weekdays, not including
storage time, beginning on the first date indicated as available for delivery (not the date of pickup).
The date indicated as "1st available for delivery" is first date of the delivery window and not
the promised delivery date. Estimated delivery period is up to thirty business days from date
indicated as first available for delivery. All estimated time of arrivals are subject to change
depending on many factors such as traffic, weather conditions, unforeseen mechanical problems
or unexpected delays.
Document Emailed On: Tuesday, 03/12/2024 02:55:11 PM (ET)
Document Signature Name: *********************
Document Signature Email: *******************
Document Signature Date: Tuesday, 03/12/2024 02:56:21 PM (ET)
Document Signature IP Address: 172.56.3.122
Internet Browser: Safari
We did not do anything wrong in this situation. As a courtesy we would be willing to offer you a courtesy refund as a show of good faith, however it will not be $499.00. If you could please give me a call at ************ and I will discuss reimbursement with you. Again, it is a courtesy refund, we haven't done anything wrong per the agreement that you signed.
Customer Answer
Date: 04/12/2024
More As first-time users of a moving service, we placed considerable trust in your moving coordinator ****** guidance regarding the scope of our property and what would be financially feasible for us. However, upon receiving the final invoice, my daughter was shocked to discover that the charges exceeded the initial estimates provided. This discrepancy left her feeling vulnerable and frustrated, particularly in part that I was unable to contest the change in price due to myself undergoing surgery for a bicep tendon repair the day of.  Furthermore, while we anticipated some delay in the delivery of our belongings, we were dismayed by the lack of transparency regarding the expected timeframe. Had we been informed upfront that delivery could take two to three weeks, we could have better arranged our schedules accordingly. Adding to our frustration was the difficulty we encountered in attempting to get a straight answer when her belongings were going to be delivered. I would rather have your company tell us the truth than chase excuses and misleading information. Despite numerous attempts to contact you as you asked me to for potential reimbursement, my calls went unanswered, and messages left went unreturned. Additionally, when attempting to review the contract for reference, we found that the email link had expired, preventing us from accessing crucial information. I hope this provides insight into the challenges we faced throughout this process and underscores the importance of clear communication and transparency in business dealings. We remain hopeful that we can resolve these issues amicably and restore our trust in your companys services.

Thank you for your attention to this matter.

Sincerely,
  ****
Customer Answer
Date: 04/15/2024
Date Sent: 4/12/2024 9:51:46 PM
More As first-time users of a moving service, we placed considerable trust in your moving coordinator ****** guidance regarding the scope of our property and what would be financially feasible for us. However, upon receiving the final invoice, my daughter was shocked to discover that the charges exceeded the initial estimates provided. This discrepancy left her feeling vulnerable and frustrated, particularly in part that I was unable to contest the change in price due to myself undergoing surgery for a bicep tendon repair the day of.  Furthermore, while we anticipated some delay in the delivery of our belongings, we were dismayed by the lack of transparency regarding the expected timeframe. Had we been informed upfront that delivery could take two to three weeks, we could have better arranged our schedules accordingly. Adding to our frustration was the difficulty we encountered in attempting to get a straight answer when her belongings were going to be delivered. I would rather have your company tell us the truth than chase excuses and misleading information. Despite numerous attempts to contact you as you asked me to for potential reimbursement, my calls went unanswered, and messages left went unreturned. Additionally, when attempting to review the contract for reference, we found that the email link had expired, preventing us from accessing crucial information. I hope this provides insight into the challenges we faced throughout this process and underscores the importance of clear communication and transparency in business dealings. We remain hopeful that we can resolve these issues amicably and restore our trust in your companys services.

Thank you for your attention to this matter.

Sincerely,
  ****
Initial Complaint
Date:03/26/2024
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.
Refund not received RE: Reference No: EX7543878 **************** Representative: ******************* ************* Email: ***************************************************** On the evening of Wednesday, November 22, 2023 I contracted with Express Moving and Storage (*********************************************************** DOT: ******* MC: ****** WEB:hhtps://expressmoving.org) via phone with representative ******************* for a move from *********, ********* to ********, ******** (move day: Thur/Fri, 12/28/2023-12/29/2023). I was quoted an estimate of $1,401.60, for which I was required to make a downpayment of $401.60 which was charged to my US BANK **** credit card (ending 6692; per my statement the charges were completed on 11/24/23 Merchant Info: Quality Moving Experts *********** **).Later that same evening I received news of a personal/family situation which required me to postpone my move indefinitely. I immediately sent an email (11/22/23 at 11:30 pm CST to ******************************************* to cancel my move. Per their cancellation policy, deposits are refundable for customers who cancel a move (less 10%) within 72 hours of electronically signing their agreement/authorization form. I received confirmation of receipt of my email, but due to the Thanksgiving holiday was told I would be contacted on Friday (11/24). On Friday I spoke to **** from **************** and also ************************* from Finance and was told someone would contact me on Monday, 11/27. No one contacted me, so I called ************* and left a message at 5:13 pm CST) and also sent an email. CS replied to my email saying that my refund had been approved. Via email, I completed their paperwork (e-signed Signwell documents) in which Express Moving agreed to refund me $361.44 (by check) within 30 days. A check was supposedly issued/mailed 1/15/24 (not received). On 2/13/24 I received an email assuring me a second check had be re-issued and sent. Now March 26-still no check AND no reply to my email/voice messages left 3/21/24. What to do...?
Business Response
Date: 04/16/2024
First, I would like to apologize for any inconvenience that you may have experienced. It is never our intention for our customers to be less than satisfied with our services. I will get your refund check mailed out to you today, again I apologize for the delay. Please feel free to contact our office if you have any other questions or concerns at ************.
Business Response
Date: 04/19/2024
First, I would like to apologize for any inconvenience that you may have experienced. It is never our intention for our customers to be less than satisfied with our services. After reviewing your file it appears that your check was mailed out on January 15, 2024, and it was returned at the end of February. Our mail has been forwarded, we moved offices. I deeply apologize for any inconvenience. Your new check was mailed out March 5, 2024 and I can see where it has been cashed. I uploaded the cashed check to this message. Again, I apologize for the misunderstanding. If you need anything further please don't hesitate to contact our customer service department.
Initial Complaint
Date:03/10/2024
Type:Product Issues
Status:
UnresolvedMore 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.
I am filing a complaint regarding Express moving DOT #: *******. I encountered several issues throughout the moving process that have left me disappointed and frustrated. 1. misrepresentation and deceptive practices: On Nov 24, I engaged ********* to facilitate my relocation from ********* to ******** for order number EX7544226. During our initial discussions and correspondence, Express Moving assured me that they were a moving company that would be handling my move. Based on this representation, I placed my trust in Express Moving to manage my move efficiently and professionally. I placed a payment of $1200. However, it has come to my attention that Express Moving is not a legitimate moving company, but rather an agent operating under false pretenses. In addition, Express Moving violates multiple FMCSA rules, such as performing a physical survey, providing the list of carriers, the list of arbitrations, etc.. 2. Extra charges: I was surprised to find additional charges that were not clearly communicated during the initial quotation. Moreoever, the following things on my list were not moved: - the sofa sets, including one 3-seat sofa and one love chair. - the ** stand;- the patio table; - the 4 patio chairs.Despite those items left behind, I was forced to pay an extra $1200. 3. Unwillingness to provide a resolution: I reached out multiple times to Express for a resolution after the move. On Dec 15th, Express Moving acknowledged the need for a refund to me within 30 business days for the inconvenience and issues encountered during the moving process. However, despite assurances of prompt action, the refund has not been issued to date. This delay has caused frustration and financial strain on my end, as I had anticipated the refund to be processed within a reasonable timeframe. I reached out the Express Moving multiple times, but they never picked up my calls, nor answered my emails.
Business Response
Date: 03/12/2024
First, I would like to apologize for any inconvenience that you may have experienced during the moving process. It is never our intention for our customers to be less than satisfied with our services. We follow all the rules and regulations set forth by the ****** We are an interstate moving broker and it is our responsibility to build you an estimate of the inventory that you provide. We advocate on your behalf the entirety of the move and we act as the liaison between the shipper and the carrier. After reviewing the paperwork it looks like you had additional items. Your binding estimate that you signed states that you had seventy-six pieces and your paperwork states that you have 112 pieces. The customer is responsible for the space that is occupied on the truck. If you take up more space that what your estimated then, yes your price will increase. The binding agreement is binded by the price per cubic foot. Meaning the price per cubic ft. will not change. In your case your were binded at $4.50 per cube and they did not change. Our moving coordinator does a through inventory prior to the booking process, and our ***************** Manager goes back through the inventory 3-5 days prior to the pick up date to ensure that there aren't any discrepancies at the time of pick up. There was some additional inventory added during that call, however it appears that you had additional items. We have mailed out a check in the amount of $400 and which you signed a NDA that you are now in breach of. We are still going to do the right thing by our customer and your check has been mailed out to you and you should receive anytime now. Please reach out to our customer service department if you have any further questions or concerns.
Customer Answer
Date: 03/12/2024

Complaint: 21412732

I am rejecting this response because:
First, I did not add items but instead there are items left behind. I told you I have a trampoline and a baby crib. Both trampoline and crib were included in the binding estimates as a single item, but in the paperwork, it was counted towards a total of 47 pieces. The baby crib was being counted as 10 pieces in the paperwork rather than as a single item. Instead, the following things on my list were not moved:
- the sofa sets, including one 3-seat sofa and one love chair.
- the ** stand;
- the patio table;
- the 4 patio chairs.

I want to clarify that I did not sign an NDA with your company. If such an agreement exists, please provide documentation to support this claim.

On 12/27 you said you will mail refund of $400. However, until today I did not receive $400 refund. Despite my repeated attempts to contact you via both email and phone calls on 02/08/2024, 02/09/2024, 02/19/2024, 02/19/2024 and 02/23/2024. I have yet to receive any response regarding the status of the $400 refund. Your office do not answer my phone call and ignore my emails.

I request the $400 refund to be send to me ASAP.

Sincerely,

*********************
Business Response
Date: 03/13/2024
In order to receive a refund you must sign the refund agreement. Let me look into this further, because that would explain why you haven't received it yet. Per the notes on the file, it states that you agree to the price increase, had the movers load, and then you didn't want to pay for the extra space. The price is based on the space that is occupied on the truck.
Customer Answer
Date: 03/20/2024

Complaint: 21412732

I am rejecting this response because:
In your previous response, you stated that the $400 refund had already been issued to me. However, this contradicts the reality as I have not received any refund from your company.
Your sudden change in stance, from acknowledging the refund to now refusing to pay, is unacceptable. It is evident that your company is not only failing to fulfill its promises but also resorting to dishonesty in its dealings with customers.
I find it deeply concerning and disappointing that a company is now behaving in such a deceitful manner. It is clear that your actions do not align with the principles of honesty and accountability.
I demand immediate clarification on this matter and expect the promised refund to be processed without further delay.

Sincerely,

*********************

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