Complaints

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

close

Find a Location

Express Moving & Storage has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Express Moving & Storage

  null Daytona Beach, FL 32118-7282

• 

  Express Moving & Storage

  236 Ridgewood Ave Daytona Beach, FL 32118

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:02/29/2024

  Type:Sales and Advertising 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.

  Reference No.: EX7553022 I paid Express (legally Trinity) Moving and Storage $575.08 as a deposit on 2/24 for a move of my apartment (total cost estimated: $1675.08; pickup window: 2/27-2/28). The salesperson rushed me into a signing and used deceptive language that made it appear as if the contract was a binding-not-to-exceed estimate, they would assign me a reputable moving company, they would ensure a pickup/move by certain time frames, the total estimate would not significantly change (required services and items I described and included in provided photos were left off of the quote), etc. Express claims that they arent required to provide services after I signed the binding estimate and paying a deposit, contradicting the part of the contract that describes that they will provide you with research services.On 2/26, they offered me 4 carriers that all had high #s of recent FMCSA complaints relative to their small fleet sizes. Also, 2+ of these moving companies have illegitimate addresses (an Express rep claimed they didnt know that). I repeatedly described my expectations and why I reasonably found the carriers unsuitable. That night, I requested over phone and email to cancel services and return most of my deposit. I was verbally denied and my email was not answered.On 2/27 (the first day of my pickup window), they didnt answer any of my emails asking questions and for their list of approved carriers, and I didnt receive a call from Express or a moving company until 6:59 pm, after Id left a voicemail. That night, I again asked to cancel my services and for a partial refund of $375. I was denied, though their email response said I had 72 hours after signing the original Binding Estimate to provide a written cancellation notice and receive a refund (I signed on 2/24 and first asked for a refund on 2/26). Express offered a return of $115.01, which I find unsuitable given the amount of time I had to put into researching their carrier assignments myself.

  Business Response

  Date: 03/05/2024

  First, I would like to apologize for any inconvenience that you may have experienced. It is is never our intention for our customers to be less than satisfied with our services. I am going to address all of your concerns. Express Moving and Storage is an interstate moving broker. We provide the customer with an estimate, which is a binding agreement. The word binding means that the price per cubic feet will not change. That is what your are binding to. For example, you were locked in at $4.00 cubic ft. That is your binding price. Our role as the interstate moving broker is build the customer an estimate of the inventory they provide. We advocate on their behalf the entirety of the move and we act as the liaison between the shipper and the carrier. We work with a close nit of vetted carriers. We go through the vetting process every six months. We are always managing and evaluating the movers. We want our customers to have the best experience as possible. 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. Each customer must sign a credit card authorization form prior to us processing the payment. On the credit card authorization form it states:

  I agree that the coordination of moving services have been provided on the date of signing. No other services are required by Express Moving for the above payment. All services for this payment have been rendered. Any further services to be provided will be paid for separately at a later date, or will be provided additionally for no charge based on the company`s discretion.

  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 7 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 30 days.
  
  Accept and sign this credit card form: Click for Signature

  
  Electronic Signature:
  Document Emailed On: Saturday, 02/24/2024 02:02:58 PM (ET)
  Document Signature Name: *****************************
  Document Signature Email: *************************
  Document Signature Date: Saturday, 02/24/2024 02:07:24 PM (ET)
  Document Signature IP Address: 128.36.7.25
  Internet Browser: Chrome

  I have also attached a copy of the signed credit card authorization form and signed binding estimate. We offered the customer a courtesy refund in the amount of $115.01. The deposit amount was $575.08 and we offered 20%. The customer is outside of the cancellation policy, again we never want our customer's to be less than satisfied therefore we are offering a courtesy refund on her behalf. Please attached signed documents. If you have any further please contact our customer service department at *************************.

   

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21368240
  
  I am rejecting this response because:
  

  ******* customers through a signing process and having one of those contracts equate to this credit card charged is being authorized right now; services have been provided, well before any services have been provided, is a fraudulent business practice. With the way this contract is written and the time at which the customer is forced to sign it, **********************/**********************/Essential Moving Experts effectively never has to do anything, ever, for any client. Its business fraud to even have this as their standard contract (it also contradicts the bill of lading that says they will provide a service), and I was lucky enough to not have been subjected to further fraud as a result of their services (i.e. I did not sign with a moving company that ultimately would have charged me an amount that is drastically higher than what was quoted, while having all of my items hostage in a truckoh and I was discouraged by an Express Moving rep from using a credit card for that ultimate interaction). Many of my interactions with this company indicate that they are one of the oft-warned about moving brokers. Even the business name is suspicious: why does the same business have three names despite them all having the same ****** number? They are listed as Essential Moving Experts on my credit card statement, but I never signed with Essential Moving. I suspect they keep changing their name to reduce the number of negative associated reviews.
  
  Other deceptive practices: attached are records of the initial emails and texts sent to me by ***** (*****? She spells her name inconsistently) *******, a Senior Logistics Manager at Express/Trinity/Essential. As you can see in the photos, on 2/24 I sent Ms. ******* 9 photos of all my wrapped/packed items (I was already out-of-state, my items were ready to be loaded onto trucks). Still, she left items off the inventory, resulting in a quote that I suspect was intentionally lowballed to encourage booking. Also, I suspect the "truck that is already going to *********...We are moving a military family in that area" is just not true, as she continued to apply this "discount" despite me changing the date (before signing) to be several dates earlier (I clarified over that initial phone call that I had misunderstood what date I was supposed to provide as a move date). It was all simply a deceptive sales tactic to encourage people to sign and to do so quickly (another issue was her talking to me while I was trying to read the contract and making it difficult to concentrate on the contract, encouraging me to sign while staying on the line with her, etc).
  
  A 2nd e.g.: I made it clear before drafting a contract that movers must climb 3 floors at both the origin and destination. This was left off the quote. When stating some services would increase my final charge such as the inclusion of stairs on the moving days ($75 per flight), she said that the first seven steps are free so I wouldnt have to worry about any steps leading to the buildings entryway. The contract does not state what constitutes a flight, just that flights start at 7 steps, but her statement reasonably made me believe that a flight corresponds to a colloquial flight. I later learned (by asking an Infinity Movers rep) that this meant I would be charged $75 for every 7 steps. I suspect the added costs for the stairs I openly disclosed were left off of the binding estimate and the bill of lading so that I would not know until the day of the move that I would be charged at least $900 for the presence of stairs.
  
  As I have stated before, the $115 courtesy refund is not sufficient for the time I ultimately had to spend doing the service of research that they say they provide (while also claiming that their contract does not require them to provide any service). I consider it a courtesy that I offered them to keep $200 out of the $575; I do not plan to extend that courtesy when I file in small claims court over this matter.

  Sincerely,
  
  *****************************

  Business Response

  Date: 03/19/2024

  Again, it is never our intention for our customers to be less than satisfied with our services. Please keep in mind that you cancelled your services before the move was preformed. I respect your opinion and I will offer some facts to you. I have attached the signed estimate for your review. All of the signed paperwork is under Express Moving and Storage. ******* is a legal document issued by a carrier (transportation company) to a shipper that details the type, quantity, and destination of the goods being carried. A bill of lading also serves as a shipment receipt when the carrier delivers the goods at a predetermined destination. ******* is provided for the services of the carrier. Express Moving is an intestate moving broker. It is our responsibility to provide you with an estimate, we advocate on your behalf, and we act as the liaison between the shipper and the carrier. We have vetted carriers that work in our network. They go through a vetting process every six months. We keep carrier files on our network of carriers. We hold them at a high standard. I understand that some of them did not live up to your potential. You hired us to coordinate your move and you pushed back at every single carrier we recommended to you.  You have to be realistic, if a carrier is doing 60 moves a week, and has a couple of negative reviews in a one fiscal year, then percentage is extremely low. 

  You cancelled your move outside of the cancellation window. Dispute the circumstances, we preformed our role as your interstate moving broker.  You are not entitled to a refund. Again, 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 a credit card authorization form that makes you accept the cancellation policy before signing. We also verbally read the entire credit card authorization form with you prior to processing the payment. 

  As a courtesy we are offering you 20% of your deposit back. 

  This is an exert of the Binding Estimate that was signed:

  The stairs fee falls under the category of ************************* Services not Included in Your Estimate Include: (highlighted in RED ink and BOLD)

  *First flight of stairs are included, each additional flight is $75.00. (Flights start at 7 steps).

   It explains in great detail in the estimate. We do not control the charges set forth by the carrier. Our staff too spent a lot of time researching and providing you with multiple options. I understand that, however that is what you hired us to do and even though you choose to go with someone else, it doesn't constitute a refund. Your first available pick up date was scheduled for February 27 and you made your reservation on February 24th. As it states in the cancellation policy, customers who cancel or book within 7 business days of their first available move date are not eligible for a refund. It typically takes two weeks to organize the logistics of a long distance move. If we agree to get the logistics coordinated with three days of your move date, then there will not be a refund offered. The deposit has been utilized       

  Please let our customer service department know if you would like the refund. The phone number is *************.

  I have attached the singed binding estimate for your review and the singed credit card authorization form. You will also find 4 Job Acceptance Forms. I added those to prove that we recommended multiple carriers. There were more than four, four only singed the paperwork. Thank you for your time and consideration in this matter. 

   

• Initial Complaint

  Date:02/04/2024

  Type:Delivery 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 hired Express Moving and payed a deposit with a Credit card in the amount of $641.00. They came and picked my stuff up on 01/30/24 and were to deliver on 02/04/24. They never delivered my stuff. They do not answer the phone numbers I was given.I gave them $500 cash the day of pick up.

  Business Response

  Date: 02/09/2024

  First, I would like to apologize for any inconvenience that you have experienced. It is never our intention for our customers to be less than satisfied. The customer was picked up on January 30, **** and he provided the driver was a first available delivery date of February 4, ****.  The delivery process starts on the **** (first available delivery date) and we are trying to get him delivered today, however he does not have the money to pay the delivery payment. We have been diligently working on this file with the customer. He owes a delivery balance of $500.00. He is stating that he doesn't have the money to pay it, and if that is in fact the case, the movers will take it back to storage and her will be responsible for a redelivery fee plus the delivery fee. Our payments are broken up into thirds. He paid us a deposit of $441.45, and he owes $1200 to the driver. $600 at pick up and $600 at delivery. Our binding estimates states these terms in it. I have attached a copy of the signed binding agreement, signed credit card authorization form, and signed pick up paperwork. I have also attached corresponding emails to prove that we have been in direct contact with the customer. Thank you for your time and consideration in this matter. Please feel free to contact me if you have any questions or concerns. 

• Initial Complaint

  Date:01/25/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Spoke with **** originally being firm of a delivery date of ***uary 13th, ****. He, nor anyone else did not disclose that date of *** 13thcould not be met, when on the phone, and we did not discover this until a 3rd party mover came to pick up items on *** 8th. During original phone conversation, paperwork was signed electronically over the phone, and we were unable to see the 12 pages of legalities until after paying partially up front. Express Moving was deceitful from the beginning, not disclosing to us that they were brokers and would not be the actual movers or the delivery truck. They were deceitful in not telling us that we would not receive delivery on the 13th as originally asked. If this had been known, we definitely would have not chosen them, and went a different route. I have had an online business for over 20 years, and I was expecting only a 5-7 day window of being down. As of today, ***uary 25, ****, it has now been 17 days and counting, and they are still giving no date of delivery, now telling me to call the 3rd party which is ***************. When I call Cobra, I am not getting any help, but Express Moving should be doing the legwork on our behalf, according to all their advertising and the payment they have received. Express Moving is causing me to lose sales and customers every day, and causing major damage to my business that I will not be able to overcome.I am personally so shocked that a business is allowed to operate in this manner. It is safe to say the reason they did not state all the facts before we signed papers is because they knew they would lose the sale.

  Business Response

  Date: 01/26/2024

  First, I would like to apologize for any inconvenience that you may have experienced. It is never our intension for our customers to be less than satisfied. After reviewing your file it appears that the you provided the date of 1/13/24 as your first available delivery date. I want to provide you with some further information as far as the delivery timeline and process to see if it helps explain what is going on. The delivery process is gone over in the original estimate provided by **** as it states the legal delivery window. Upon pickup, the movers provide a delivery sheet where it asks for your first available delivery date. This first available delivery date acts as the day you can begin accepting delivery, it doesn't guarantee the date of delivery. The carrier does try to get your items to you by that date but it is not guaranteed. We do not guarantee pick up and delivery dates, as it states in our binding agreement. There are a lot of moving parts when it comes down to the logistics of long distance moving. It is impossible to know the exact date of delivery. Express Moving and Storage is an intestate moving broker, and it is our reasonability to build the customer an estimate of the inventory they provide. We act as the liaison between the shipper and the carrier. We also advocate on behalf of the customer the entirety of the move. We work with a close network of vetted carriers that perform our moves. This is something that we take pride in. We have been in business for five years, and we have great relationships with the movers. We never try to hide the fact that we are a broker, all moving companies are brokers. I apologize if you felt mislead in anyway. Our binding agreement breaks everything down in a thorough manner, and I do see your signature on that binding estimate. I have attached a copy of the signed binding agreement, and the credit card authorization form for your records. Please give our customer service department a call and we can discuss a courtesy refund, however we would not be able to accommodate the request of $2200. The customer has only paid us $1310 in deposits. Our customer service department will be glad to discuss the compensation with you. There phone number is  **************.

  Customer Answer

  Date: 01/26/2024

  We have paid $1300 to Express Moving, and *************** has also received $1300 at time of pickup.

  No, **** did not go over anything.  My daughter was on the phone with him, having it on speaker, where I could hear everything.  He took a little bit of info from us, and handed the phone call off to *************  She did not go over how the move would be handled, only that they would be calling to let us know the date of pickup and taking a partial payment over the phone.  Maybe this conversation is recorded?

  I am not asking for money.  I am asking for delivery.  It is imperative that I can operate again so that my business may survive this.  ******,  Express Moving can understand this.

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21199124
  
  I am rejecting this response because:Date Sent: 1/26/2024 1:47:15 PM
  

  We have paid $1300 to Express Moving, and *************** has also received $1300 at time of pickup.

  No, **** did not go over anything.  My daughter was on the phone with him, having it on speaker, where I could hear everything.  He took a little bit of info from us, and handed the phone call off to *************  She did not go over how the move would be handled, only that they would be calling to let us know the date of pickup and taking a partial payment over the phone.  Maybe this conversation is recorded?

  I am not asking for money.  I am asking for delivery.  It is imperative that I can operate again so that my business may survive this.  Surely,  Express Moving can understand this.

  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/30/2024

  The customer was delivered on January 29, **** at 1:00pm. I have attached the signed delivery paperwork for your records. Delivery is set by the customer and the movers at the time of pick up. The first available delivery date that was given to the driver by the customer was January 13, ****. What that means is that the movers will start coordinating the delivery on that date. It doesn't mean you will be delivered on that date. Our moving coordinator goes over that with the customer, it's in the binding agreement, and it is gone over once more during the ***************** call. The customer was delivered in eleven business days. I apologize if you did not understand the process, and I will make sure moving forward that the moving coordinator does a better job of explaining the process to our future customers. We haven't done anything wrong in this matter. The customer was delivered in an appropriate time and within the 21 day window. 

  Customer Answer

  Date: 01/30/2024

  The delivery date was definitely not gone over as Express Moving states.  If this was so, we definitely would have chosen a different route.

  Also, we have NOT received our delivery.  We are still waiting.

  Customer Answer

  Date: 01/30/2024

  I do not know also how you have signed paperwork.  The only signed paperwork that was done was a credit card authorization for the final payment.  Again, I repeat, at this time, 3:39 pm January 30, **** EST, we have not received delivery.

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21199124
  
  I am rejecting this response because:Date Sent: 1/30/**** 3:38:44 PM
  I do not know also how you have signed paperwork.  The only signed paperwork that was done was a credit card authorization for the final payment.  Again, I repeat, at this time, 3:39 pm January 30, **** EST, we have not received delivery.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/09/2024

  I'm not sure how you are rejecting my response. Like I stated before your household belongings have been delivered. ***y were delivered on January 30, ****. *************** has a note in their system on 1/29/24 asking if you could pay the delivery payment via credit card. Please contact customer service if you have anymore questions or concerns.*************) *** delivery was made on the 11th business days and the customer traveled **************************************** their window. 

  Customer Answer

  Date: 02/13/2024

  Express Moving & Storage:

  Your response has not been rejected.  Whomever is representing the company is not responding to the allegations that your company has been deceitful and did not share all the facts of how a delivery plays out.  The only information you shared was that a 3rd party would be delivering.  **** was the first person we spoke to and then the call was handed off to ******. This day a partial payment was made.  We were adamant in the time frame of delivery being January 13th as this was imperative to keep our business operating smoothly.  We asked again about the delivery date and were assured it would arrive quickly.  Only after *************** had loaded up the truck did we discover that it could be up to 30 days before our delivery would arrive.  A red flag went up then, but the driver assured also it would arrive quickly.  A partial payment was made on that day.  We wanted to use a credit card, but Express Moving discourages that and said a 6% fee would be incurred and encourages cash, Venmo or other cash apps. We asked if we could use a credit card upon delivery, and they assured it would be no problem.  January 13th, **** came and went without delivery.  Countless phone calls to Express Moving were useless, always the same answer.  They had no date for delivery, and told us to call ***************.  We received the same information upon calling them.  Our business has been in limbo since January 8th, the date of pickup.  After telling Express Moving we were going to seek legal action, we received a phone call late Sunday evening January 28th, saying delivery would be on Monday the 29th.  The driver told us we had to have cash or money order for final payment, after we had already been told we could use a credit card.  You stated you have signed copies of credit card authorization on the 30th.  This was done on the 29th online, after a lot of bullcrap.  Received a call on Monday afternoon that the delivery truck was broken down, and we would not receive delivery until the next day. Delivery was made on Jan 30th, near dark.  Cobra agents were very professional and we were pleased with finally receiving delivery.  Some things were broken, but it was minor.

  My response to Express Moving and Storage is they were not up front with all the details of how a delivery works.  They were not professional in any way, did not try to help in any way.  Because of Express Moving withholding how a delivery is actually handled, it has cost our company a great deal financially, in which we are not able to recover.  Had we known all the details, we definitely would have chosen a different method for our long distance move.  

  Customer Answer

  Date: 02/13/2024

  Date Sent: 2/13/**** 10:21:57 AM
  

  Express Moving & Storage:

  Your response has not been rejected.  Whomever is representing the company is not responding to the allegations that your company has been deceitful and did not share all the facts of how a delivery plays out.  The only information you shared was that a 3rd party would be delivering.  **** was the first person we spoke to and then the call was handed off to ******. This day a partial payment was made.  We were adamant in the time frame of delivery being January 13th as this was imperative to keep our business operating smoothly.  We asked again about the delivery date and were assured it would arrive quickly.  Only after *************** had loaded up the truck did we discover that it could be up to 30 days before our delivery would arrive.  A red flag went up then, but the driver assured also it would arrive quickly.  A partial payment was made on that day.  We wanted to use a credit card, but Express Moving discourages that and said a 6% fee would be incurred and encourages cash, Venmo or other cash apps. We asked if we could use a credit card upon delivery, and they assured it would be no problem.  January 13th, **** came and went without delivery.  Countless phone calls to Express Moving were useless, always the same answer.  They had no date for delivery, and told us to call ***************.  We received the same information upon calling them.  Our business has been in limbo since January 8th, the date of pickup.  After telling Express Moving we were going to seek legal action, we received a phone call late Sunday evening January 28th, saying delivery would be on Monday the 29th.  The driver told us we had to have cash or money order for final payment, after we had already been told we could use a credit card.  You stated you have signed copies of credit card authorization on the 30th.  This was done on the 29th online, after a lot of bullcrap.  Received a call on Monday afternoon that the delivery truck was broken down, and we would not receive delivery until the next day. Delivery was made on Jan 30th, near dark.  Cobra agents were very professional and we were pleased with finally receiving delivery.  Some things were broken, but it was minor.

  My response to Express Moving and Storage is they were not up front with all the details of how a delivery works.  They were not professional in any way, did not try to help in any way.  Because of Express Moving withholding how a delivery is actually handled, it has cost our company a great deal financially, in which we are not able to recover.  Had we known all the details, we definitely would have chosen a different method for our long distance move.