Complaints

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

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 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. They subcontracted a company to do the unloading and that is cross country movers and I wasn't told that till after my stuff was picked up.

• Initial Complaint

  Date:02/15/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Nightmare - Don't use this company. Beware they have a BLANKET 30-day delivery window to deliver your property. I talked to them before I signed the contract about it and they said it was standard, but not an issue if you give them enough notice to schedule a date. I gave 6 weeks notice for delivery. I scheduled the delivery date on December 28, 2022, for a delivery date on February 15, 2023. They said it was fine and they would call the day before to confirm the time. I called and emailed the day before and the day of and they did not show and said I didn't give them enough time. They called me at almost 10 pm a few days later drunk and said I need to understand that all their employees keep quitting and they have a blanket 30 business days to deliver my property. I hung up since the guy was laughing on the phone. He thought my frustration was funny. This is the most unprofessional company I have ever worked with. I sent several emails asking for a delivery date (just a date so I can schedule the loading dock and freight elevator) and no response. Now I am filing a claim and demanding arbitration just to get my property back. They are keeping my stuff hostage because I will not engage I late night drunken phone calls. After speaking the to the manager on the phone for 5 minutes I can see why everyone keeps quitting. Now they said they can show up at any time in the next 30 days without notice. I cant leave because they might show up, so I had to buy ************ to stay in my empty apartment. If you want to use this company beware they do not answer the phone, they do not respond to emails and they do not give delivery dates, they will hold your property hostage if you dont want to engage I *****************-night drunken harassing phone calls. The drunk guy refused to give me his name and was demanding I give him my birth zip code. He called just to laugh at my situation and harass me. It has been two weeks since my delivery date (and the drunk guy's call) and still no response from the company. They either have no employees and can't deliver my stuff, or they are intentionally refusing to deliver my property because I asked for a moving date in writing... Beware if you use this company be prepared to file a claim and wait months for your property. At this point, I am pretty sure they are going to intentionally trash and lose my stuff.

• Initial Complaint

  Date:11/29/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Are criminals I canceled the service and the never get the money back and started threatening me and a many customers I have all email and information . Are scammers I cant believe better business bureau didnt nothing

• Initial Complaint

  Date:07/17/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  The moving company they hired for my move showed up in a Penske rental truck. Warning sign number one. They then proceed to pack and load. Half way through they tell me my move is much larger than quoted. They tell me the Penske rental truck is ****cf and they will fill it up. My quote was for 900cf. I call express moving consultant, as their contract states, and no one answers or returns my call. The movers tell me I will lose my deposit and have to pay them to unload the truck. At this point I am stuck. They proceed to tell me it is cash or money order only (warning sign number 7). I end up paying over 20,000$ for a move that was quoted at $6,000. Express moving has not communicated with me since the week before the movers showed up at my house. ****** - where are you? Actual cf of the move on the trailer that delivered to my house is ****. Almost ***** cf less than I paid for. The movers filled the first rental and had to come back for another load so they charged me for ****cf. I googled Penske rental trucks today and their biggest truck is ****cf. They got me good.

• Initial Complaint

  Date:07/11/2023

  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.

  The company is a scammer , you try to cancel and when you try to cancel the company refuse and not give the money back . The owner he is scammer . And I saw a lot complaints this company is a fraud.

  Business Response

  Date: 07/20/2023

  Dear

  ******************, The BBBSEFL has spoken with the business and they DO NOT have a consumer with your name, kindly, provide your contract. This will allow us to work your complaint effectively. Enjoy your day and remain safe.
  	*****
  Yours in Trust, ************** BBB Services Specialist Better Business Bureau ************  ext. 125

• Initial Complaint

  Date:02/23/2023

  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.

   
  Complaint: 19458717
  
  I am rejecting this response because: This is untrue.  I have sent several emails and text messages to Express Moving Consultant.  Since the exchange with the drunk guy on the phone that refused to give me his name, no one from Express Moving has made any effort to communicate with me at all.  It is clear that the lack of communication and delay is in retaliation for me refusing to engage in late night drunken calls with a company that has no employees.  I was always fine with moving the date, I just wanted a date to be able to arrange the freight elevator and loading dock. Attached are some (not all) of the emails and text sent to Express Moving.  ***** said I would get an update by the end of the day and that is the day the drunk guy call me and the last communication I have had with Express Moving.  I hired them in good faith to help me move and they have been no help in getting me a delivery date.  Plus they arranged for my property to be moved by a company with no employees.  I spoke to **** at Express Moving before signing the contact to ask about the "30 day delivery date" and he specially told me that was a standard when moving from one state to the next to allow the delivery company to get your property from one address to another.  He even gave me the example that if I sold my house in ********** and bought a house in ***** I would get the keys days apart but it would take 30 days for the delivery driver to get my stuff to the other state.  I told him I was moving in with family for a few months and would give plenty of notice. He said that would be fine and the delivery date would have no problem delivery my stuff since it would already be in the State I was moving to.  My property was picked up on December 5, 2022 in ************** and at some time in the next 30 days moved to *****.  I called on December 28, 2022 and asked if February 15, 16, or 17 was a good day and the person said the 15th was fine and at the latest the 16th.  I schedule the 15, 16 & 17th off work to be available if the date needed to be moved.  I emailed on February 3, 2023 to confirm the date and still was not told there was a problem. I only found out on the afternoon of 15th when no one returned my emails and my calls and emails on the 14th that the month of February would be a problem.

  As of today, March 7, 2023, I still have had no contact with Express Moving or All Moving Relocation about an actual delivery date.  I am sure they are going to wait until the last day legal possible to contact me and say they will only delivery my property on that date which will most likely not be available for the loading dock and freight elevator and they will intentionally push the date out even longer in retaliation for not knowing my birth zip code and asking the delivery company for a delivery date.  I wonder how many deliveries they have made in February and March in the ******* area and when those delivery were scheduled.  I am betting that my delivery has been pushed out.  This is clearly with malice and in bad faith.  My apartment building leasing agents said they have never heard of this happening to anyone else that has moved in that used a moving consultant. They even gave me the name of another company to use if this company will release my property and tells me where to pick it up.  I would be glad to hire someone else to retrieve my property from there ***** warehouse.  At this point I am concerned that my property is going to be smashed up in retaliation for filing a claim.  

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

  Business Response

  Date: 03/06/2023

  Hello,

  
  We understand there was some confusion regarding the delivery situation for this customer with the warehouse. She has been in communication with them since going to storage after pickup in December. From reviewing the emails we have been CC'd on, it would appear that the "First Available Delivery Date" was stated to be February 15th. Based on the FMCSA's guidelines for household goods shipments, the carrier has up to 30 business days from that date to deliver, prior to being required to pay a penalty for each day late, based on per diem rates enforced by the ****** We are unsure as to when delivery was guaranteed to be February 15th, as we do not see it stated in the emails between the customer and the warehouse. In any event, all parties involved would like the delivery to be completed and we have no reason to believe it will not be done within the legal time frame.

  Since the customer was communicating directly with the warehouse staff, we were unaware that she was attempting to arrange delivery and needed to reserve a freight elevator as well as obtain parking passes until after February 15th, as we were not contacted regarding this. Additionally, our notes say that the customer was to utilize storage for 3-6 months after pickup, so we had no indication that this had changed in order to properly arrange delivery and the first available date. Our protocol in that situation is to contact the customer starting the first earliest month, which would actually be today March 6th. Upon review of the emails with the carrier/warehouse, it would seem that the customer was actually ready for delivery starting at the beginning of February, but misunderstood that the "First Available Delivery Date" was legal terminology that ultimately governs when the items can be shipped on the interstate, but not a guaranteed date for delivery.

  The customer has also submitted a claim with ********************************, presumably for the delayed delivery, but at this point in time the delivery is still within the federal guidelines issued by the ****** Had the customer contacted us regarding delivery, we could have circumvented this issue with the **** and likely sped up the process, however, since it was indicated to the warehouse and carrier as February 15th and we were not contacted until after that date, there was little we could do at that point in time to intervene and attempt to help ensure delivery happened within the customer's expectation.
  

  The other claims made in the complaint are concerning, but we have no record of any conversations or phone calls with our office, aside from most recently with ***** on February 16th and the rest is all communication between the carrier/warehouse via email that we are simply CC'd on. We did reach out to the carrier today to check on the delivery status and were told they would be contacting the customer with the driver's information soon, in order to coordinate elevator reservations and parking passes, as the driver should arrive ***** hours after the truck is loaded for delivery from the origin location. They are aware this is very important for the customer and are trying their hardest in order to complete this for them. They indicated that this should not go outside of the FMCSA's guidelines and confirmed that they have also received the claims information for the customer.

  Should we hear anything before the customer concerning the truck being loaded and en route with the driver's information, we will relay that info to her immediately and thank her for her patience in this matter.

  Business Response

  Date: 03/18/2023

  Hello, 

  This consumer is in active communication with the warehouse and carrier concerning delivery, which they are still within federal guidelines and contractual terms to complete in the specified time frame. 

  From what we understand much of the problem lies in a change of plans by the consumer to switch from mid-long term storage (3-6 months) to essentially ready for delivery immediately, with specific demands for this that no one, including the consumer, evidently, were prepared for. 

  When determining cross country routes, much goes into the process, such as anticipated storage times to be taken into consideration when planning hundreds of other deliveries aside from this consumer's. The consumer at no point contacted our office for assistance until after their demands (as stated in the email they provided) were not met. 

  At this point we feel we are being unfairly harassed and the consumer is being deliberately defamatory in an attempt to make their demands met.

  Unfortunately, we cannot bend our knee to such things as there are many other customers with different expectations we are trying to meet. Some of whom are directly impacted by the sudden change of plans of *************************

  We expect delivery to be completed within the federal and contractual guidelines, and again, the consumer is in active contact with the carrier and warehouse, which is a separate company. 

  Thank you. 

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19458717
  
  I am rejecting this response because: I do not accept his response.  At no time did I harass anyone.  The exact opposite.  I hired Express moving consultant to help me move and my move ended up being a complete nightmare.  I asked for my property to be delivered and gave 6 weeks notice in advanced.  I sent several emails to Express moving asking for a status on my move after no-one showed on the date discussed on the phone and was 100% completely ignored under after the move date on the 15th.   On the 16th ***** from Express moving sent me a text message saying I would get an update by the end of the day, then I had a drunk guy call me to harass me and laugh at me on the phone.  I emailed and texted ***** at express moving about the harassing phone call and again asked for status on my move, but after the drunk guy called, I was completely ignored by Express moving.  I sent them several emails over the next 30 days and received no response. After filing my complaint with the BBB and posting online reviews someone from Express moving tried to call me after 30 days of ignoring me and when I told them to email me, since I didn't want to engage in harassing phone calls, he started send me harassing text messages and calling me 5 to 10 times a day.  When I told him to email me, his response was "Absolutely Not" I should not have to file a complaint with BBB and post online reviews to get a response from my moving consultant company.  This is a horrible company to work with and offers no advice when something goes wrong.  The advice given to me on the phone was completely wrong.  Express moving said I would not have a problem getting a delivery date as long as I give the moving company a few weeks notice.  I gave them 6 weeks notice in writing and on the phone.  Express moving company never said to call them when I wanted my property delivered, they actually said the opposite, they told me to communicate directly with the company holding my property in storage.  At this time, I don't want to communicate by phone with Express moving because I want something in writing because what they say and what they do are to completely different things. Plus based on the harassing text messages I have no desire to communicate on the phone with this company. They have made it clear that they are not going to do anything for me anyway but harass and threaten to *** me because they don't like my online reviews, despite the fact that they are true. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:12/01/2022

  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.

  I contacted the company before 36 hours to cancel the service to the refund the company not give the refund and I did the dispute same with the dispute the company not send the documentation and email I said I would like to cancel the service I want my money back

  Business Response

  Date: 12/05/2022

  Hello,

  We do not have a customer in our system with the same name as the complainant, but were able to locate a file using the email address provided.

  It would appear based on the statement in the complaint, as well as the notes in our system, that this customer filed a dispute/chargeback with their bank/credit card company that is still actively ongoing.

  As such, we have no other comment to make and ask this complaint be removed, pending resolution of the dispute.

  Thank you.

• Initial Complaint

  Date:09/08/2022

  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.

   
  Complaint: 17934374
  
  I am rejecting this response because:
  I'm only sharing my families HORRIBLE Experience with this pathetic company so others don't suffer as well. There is nothing but negative reviews online and in this same website so I'm not sure why this representative is so offended.  We did not receive half of our belongings and have since had to replace so much. My parents are seniors so yes their child is doing the leg work, that is not abnormal. It's great that it seems you guys remember us. THERE IS NO PHONE NUMBER OR EMAIL that gets a response from any worker there. No communication. I spoke to lawyers who wouldn't take our case, because it's small fry stuff that happens so often. Lots of scamming "moving companies" in America. This whole situation was so infuriating to deal with as it kept going nowhere. And it still haunts us a year later as we mourn our loss. A police report I guess will have to be the next step as this company is criminal and negligent. However it's well known that police are more or less useless against moving companies. Unfortunately our country has allowed many loopholes for them to get away with their actions. We simply would like OUR BELONGINGS RETURNED. That is your JOB and you were incapable of doing it.  I know for sure security footage was never looked through because no one ever contacted me to share that info. You need to do what's right. There doesn't need to be compensation, look through your warehouse and FIND OUR BELONGINGS. There were at least 10 boxes missing how could they miss that!!!!!!!!!!!!!!! WE WILL go and pick it up ourselves!! 

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

  d we were missing many items. 2 days later another truck came with a couple more boxes, but STILL missing many boxes. That was the end of it, it's not possible to get in contact with anyone, over phone, email or in person. Earlier when I was getting the delivery part resolved, a manager mentioned that "our items were not stolen, just misplaced somewhere in the warehouse'. I even offered to pick it up ourselves, just give us the address. They would not. They pocketed our money, stole our belongings and surely sold them for extra profit.I filled a claims form received from ******* (manager) and sent pictures as instructed.this was also a waste of time, after meticulously going through what was missing (dozens of boxes worth of stuff) We were told all our belongings weighed 70 lbs (horribly inaccurate) and were offered $40. This company is a SCAM and I was far too patient and forgiving. Please avoid them at all costs. They've caused so much stress and anger and distress.

  Business Response

  Date: 09/16/2022

  Hello,

  Seeing as these events mainly transpired OVER A YEAR AGO we don't have much to say in this response, other than that we did inform the warehouse/carrier of what was missing and the warehouse did in fact look through camera footage, and determined that the items that were offloaded from pick up for storage were ALL loaded and delivered to the complainant in two separate shipments. Initially some items were missed because they were in a separate organizational row of pallets in the same section, but they were all accounted for and loaded for the 2nd delivery of the remainder of items offloaded at the warehouse for storage. Again, this was confirmed with security camera footage.

  This complaint is nothing more than defamatory and an attempt at reputation extortion, particularly so given that it has been over a year since the move happened and we had not heard from this complainant in nearly the same amount of time. The idea that we personally took possession of any goods and "sold them for profit" is absurd and meant to harm our reputation. If this is what the complainant seriously believes we IMPLORE him to file a police report with the proper authorities so we may assist them in clearing our name however necessary, but the complainant will not do this as they could have long ago, which again is why we believe this complaint is meant as more of a harmful review than a serious consumer complaint and was only lodged as such to harm our BBB rating, clearly.

  We will not be compensating this complainant as they are requesting, because we did not collect the delivery or pick up payments pursuant to federal regulations. If the complainant would like to seek compensation as described, we'd advise that they direct this complaint to the carrier for this job whom also offered the insurance settlement payout. We have no role in insurance claim settlement offers and did not even submit this claim on behalf of the customer, so we have no knowledge of what type of information was provided to the adjuster for the settlement offer described by the carrier, nor is there anyway to assist because the timeline to even file a claim of 9 months has expired. The settlement offer is based on a federal law called "The ******* Amendment of ****" that was later expanded to apply to motor carriers in ****. This amendment limits the liabilities of shipping companies (carriers) for loss or damage of a shipment on the interstate or intermodal rail. Again, since we did not assist in submitting the claim for the complainant, we are unsure as to what type of information was provided for the described settlement offer, but the time frame for us to assist in anyway is expired.

  Last but not least, the complainant is not the actual customer for this shipment either, but rather one of the children who moved with his parents, so the compensation requested is wholly denied based on this as the complainant was not the contracted shipper or payor, so any compensation would go to the proper party, not the complainant. We once again implore the complainant to file a police report for the claims made in the complaint, while also directing them to seek compensation from the carrier due to their dissatisfaction with the settlement offer provided via the insurance claim.

  Thank you.