Complaints

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

close

Find a Location

Express Movers Services Inc. 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 Movers Services Inc.

  560 Sylvan Ave Ste 3160 Englewood Cliffs, NJ 07632-3179

• 

  Express Movers Services Inc.

  7211 Kennedy Blvd North Bergen, NJ 07047-3935

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:12/09/2024

  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.

  Express was hired to pick up goods for a long distance move from *********,** to *******. They estimated for 59 items it would take 400 cubic feet for $2900. Upon pick up they did not take all of items but told me if I pay them an additional $180 they would take all items. I paid the $180 and the items were not taken with them. I called the drivers and asked them to bring my items back, I waited 2 hours and my items were not returned. I called the driver back and he said he was 2 hours out and was not coming back. But he stated that I could pay an additional $1000 and he would send another truck to pick up the items that left. When asked when would they send another truck we were told no truck is coming because they do not have an order coming this way. So now we have a house full of stuff that we paid to be moved but they are not willing to move it.

  Business Response

  Date: 12/10/2024

  ******,

  WE DID THE *** (FINISHED).  YOU WANTED OUR DRIVER TO TAKE ADDTIONAL ITEMS THAT WERE NOT ON YOUR INVENTORY.  IN ORDER FOR THE DRIVER TO RETURN AND PICK UP "ADDITIONAL" ITEMS, THERE IS AN ADDITIONAL CHARGE FOR THIS!  THE DRIVER DID EXPLAIN THAT TO YOU NUMEROUS TIMES!  

  YOUR MOVE IS COMPLETED!  IF YOU REQUIRE ADDITOINAL PICKUP OF YOUR ITEMS, PLEASE CALL US SO WE CAN ARRANGE THE PICKUP AT AN ADDITIONAL COST!

  THANK YOU

  HAVE A GOOD  DAY!

• Initial Complaint

  Date:11/13/2024

  Type:Billing 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 ORIGINALLY CONTACTED AMERICAN MOVERS DIRECT TO OBTAIN A QUOTE IN MAY 2024 TO MOVE MY BELONGINGS FROM ********, SC TO **********, **. I WAS QUOTED $5000 FOR THE MOVE AND GAVE THEM A DEPOSIT OF $2544 AS WELL AS PAYING AN ADDITIONAL $2508. FOR OUR ITEMS TO STAY ON THE ***** AS OUR NEW HOME WAS NOT COMPLETED.ALTHOUGH ALL PAYMENTS AND CORRESPONDENCE WERE INTIALLY WITH AMERICAN MOVERS, THE COMPANY THAT SHOWED UP AT MY HOUSE ON 8/30/2024 WERE FROM EXPRESS MOVERS. BEFORE THEY ARRIVED I RECEIVE A CALL SAYING THAT THE PRICE MIGHT GO FROM $5000 TO $7000 BUT WAS GIVEN NO EXPLANTION AS TO WHY.WE WERE TOLD WE COULD LEAVE ALL OUR CLOTHES IN THE DRESSER DRAWERS AND SEWING MATERIAL IN CABINETS. ALL OR ITEMS WERE BOXED AND READY TO GO. WHEN THEY CAME INTO THE HOUSE THEY STARTED UNPACKING THE DRESSERS AND CABINETS AND THE BOXES WE PACKED AND PUT THEM IN THEIR OWN BOXES WHICH MADE THE TOTAL BOX COUNT GO FROM 60 TO 400.WHEN THEY WERE DONE LOADING THE ***** THEY GAVE ME AN INVOICE THAT TOTALLED $11,800 AND DEMANDED THE BALANCE OF $7851. IN CASH. THEY SAID IF WE DID NOT GIVE THEM THE CASH WE WOULD NOT GET OUR BELONGINGS. WE WENT TO THE BANK TO GET THE CASH AS WE FELT WE HAD NOT CHOICE.WHEN THE ***** SHOWED UP ON 10/3/24 IN **, IT ONLY HAD HALF OF OUR BELONGINGS AND THE OTHER ***** WITH THE REMAINDER CAME ON THE 4TH. WHEN WE ASKED WHY THEY CAME IN TWO *****S HE SAID THEY NEVER TOLD US IT WOULD BE THE SAME ***** EVEN THOUGH WE PAID $2508.WHEN WE STARTED UNPACKING WE NOTICED MANY ITEMS WERE BROKEN AND SEVERAL PIECES DIDN'T SHOW UP AT ALL. WE ESTIMATE THE VALUE OF THE MISSING/BROKEN ITEMS AT $2500. WE REACHED OUT AND WERE TOLD TO FILL OUT A CLAIM FORM WHICH WE DID ON 10/19/24. THE FORM STATED SOMEONE WOULD GET BACK TO ** IN 48 HOURS. IT HAS BEEN NEARLY THREE WEEKS AND WE HAVE NOT HEARD FROM ANYONE EVEN AFTER LEAVING MESSAGES.WE ARE AN ELDERLY COUPLE WHO FEEL HAVE BEEN TAKEN ADVANTAGE OF BY BOTH THESE COMPANIES.

  Business Response

  Date: 11/25/2024

  Good morning Mr.  we are so very sorry for any miscommunication. with our company we cannot take a dresser with items in it, that is just unsafe everything must be packed in boxes price goes up only if there is extra items and packing.

  this is all explained before we touch your items and once you sign our bill of lading, we continue to do our job and pack away what is requested by you. also, for any damages and or broken items we did give you the claims department they will reach out to you regarding your claim. I will reach out to them now that I am aware  no one has reached out to you, and see what's is going on and I will get back to you or have them reach out to you directly.

   

  Customer Answer

  Date: 12/02/2024

  
  Complaint: 22532354
  
  I am rejecting this response because:I spoke with several different people regarding this move.  They DID NOT explain that everything had to be in boxes and stated that the clothes could remain in the dressers and the fabric could remain in the cabinets. I specially asked about the clothes and fabric and was told I could do so.   They did not address the truck situation for which  I was told all my items would remain in the truck until delivered and charged a fee of $2508 to hold the truck when in fact  , my items  arrived in two different loads one of which had no paperwork at all for me to sign. 
  
  
  They have not addressed  the missing items and their claims department has not reached out to me.  Missing items included Jewelry Armoire, tool chest with tools, wall mirror, box of clothing which contained golf outdoor clothing.  The have not addressed the number of crushed boxes and broken items for which I have photos 
  
  
  I have followed all they request about filing a claim and to date have not heard from anyone
  
  
  
  
  
  
  Regards,
  
  ******* *********

  Business Response

  Date: 12/03/2024

  I WILL BE IN TOUCH WITH OUR CLAIMS DEPARTMENT TO MAKE SURE THAT THE INFORMATION REGARDING THE CLAIM WAS RECEIVED AND WILL HAVE THIS ADDRESSED AS SOON AS POSSIBLE

  Customer Answer

  Date: 12/11/2024

  
  Complaint: 22532354
  
  I am rejecting this response because: To date I have heard nothing from their claims department .  They keep saying they are going to act on it and nothing happens.  I would like to resolve this ASAP.
  
  
  
  Regards,
  
  ******* *********

  Business Response

  Date: 01/17/2025

   

  Pursuant to our recent conversation regarding the above complaint number.  We have submitted information to our claims department *** Pros with the email information she provided prior to her move.

  
  

  I spoke with **** at *** who informed me that they sent Ms. ********* and email on October 22, 2024 (email address: *******************************************************************************************************************) to which as per **** at CSI on Jan.  15th, that the customer has not responded to his email to submit information/activate her claim.

  
  

  We have done our part in correcting this for her, and we noticed that she has a new email that she used in her complaint to the BBB.

  
  

  CSI Pros is waiting for her reply to which there is a timeframe to submit this information.

  Customer Answer

  Date: 01/21/2025

  
  Complaint: 22532354
  
  I am rejecting this response because:
  
  I did not receive any email and I still have the ********************** email address. They can try resending or send to ********************************
  
  Regards,
  
  ******* *********

  Business Response

  Date: 01/22/2025

  WE HAVE CONTACTED THE CLAIMS DEPARTMENT AND THEY HAVE INFORMED US THAT ***** WAS SENT TO THE CUSTOMER BACK IN OCTOBER OF 2024 AT THE ***** ADDRESS SHE GAVE TO US. 

  SHE HAS NOT REPLIED TO THE *****S FROM THE CLAIMS DEPARTMENT.  

  WE WILL CONTACT THE CLAIMS DEPARTMENT TO GIVE THEM BOTH ***** ADDRESSES TO HAVE THE CUSTOMER COMPLETE THE CLAIMS REPORTING PROCEDURES .

  Customer Answer

  Date: 01/22/2025

  
  Complaint: 22532354
  
  I am rejecting this response because:
  I spoke with **** from CSI this morning.  he forwarded to me an email with instructions to proceed with filing a claim.  The *** phone number in the email is no longer in service.  I called the company and left a message reporting this problem.  I am awaiting a pbone call back
  
  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair 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.

  Damaged many items, careless packing of my belongings. Lack of professionalism, price gouging, immediately entered my home with a large crew who were not respectful of the space and began asking me about politics and expressing very extreme political views that made me very uncomfortable. Felt like I was being held hostage and couldn't negotiate the price or find another option because it was too late.

  Business Response

  Date: 10/11/2024

  Dear Laura,

  We are sorry for any inconvenience caused on day of your move! As per my conversation with the driver, he stated "I do not talk to customers about POLITICS, it has no bearing on my professional performance!  He also stated that he was very respectful and polite to you and your home.

  A "whole" crew was in your home due to the large household goods inventory, this was required at the time of you ordering service.  They were too busy to converse with you about anything other than getting your items into the truck.  The price was discussed, and you SIGNED THE CONTRACT, and the moving crew continued the job!

  It is very disturbing that you stated you were held "hostage" when you signed the contract on move day, and you have made no attempts to contact us at that time of the move to advise us of any issues!

  Therefore, there is no refund as your job was completed at your signing. 

  Also, we are not responsible for boxes (PBO) packed by owner, it is the customer responsibility to make sure they get professional boxes and applicable tape (fragile, glass, etc).

  Have a nice day!

   

  Customer Answer

  Date: 10/11/2024

  
  
  Complaint: 22410612
  
  
  
  I am rejecting this response because:
  The driver that was in my home to pack my belongings with his team spent at least 15 minutes telling me how excited he was for a certain candidate to be president immediately upon meeting me, so that’s just one of the untruths listed in their response. There is a disconnect from whoever wrote this response and what actually happened. Someone besides the driver is welcome to reach out to me for more feedback, but if everyone who works there is as hostile and standoffish as this response and the passive aggressive voicemail I received from the driver after seeing my review online, I will pass. I can eat the cost and am not requesting a refund at this time.
  
  
  
  
  
  Regards,
  
  
  
  Laura Lancaster

  Business Response

  Date: 10/17/2024

  HELLO

  WE ARE REJECTING YOUR REJECTION AS WE FOUND THIS VERY DISTRUBING ACCUSING US OF BEIING HOSTILE AND STANDOFISH!  WE ARE JUST SIMPLY BEING PROFESSIONAL, REPLYNG TO YOUR ACCUSATIONS.

  I AM SORRY YOU FEEL THIS WAY, WE HAVE PROFESSIONAL AND COURTEOUS MOVERS WHO WORK HARD EVERY DAY AND ARE SO FOCUSED ON SATISFYING EACH CUSTOMER THEY MEET.  

  AGAIN, WE MEAN NO DISRESPECT WHATSOEVER.

  BE WELL!

   

  Customer Answer

  Date: 10/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22410612, and find that there is no further action required.
  
  
  
  
  Regards,
  
  
  
  Laura Lancaster

• Initial Complaint

  Date:09/17/2024

  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.

  We used the business for our move from ************* to ************** in July of 2024, and we had a safe and my father in laws headstone that were not on the truck when we had the delivery on July 23rd. I have called many times and spoken with a *** named **** who would look into it and check with the warehouse to see if anything that matched the description may showed up. I also have left numerous messages with them when no one answered the phones and have received one call back when I threaten to contact a lawyer. At this point we believe that the items that were lost will not be recovered, thinking that they were lost, delivered to the wrong location, or stolen by the employees who either packed or delivered for us. I would love to get some resolution since the safe had my wifes jewelry, along with other personal documents and other ir***laceable items. And the headstone for my father in law was something we made after he passed for his military service and has no meaning to anyone else but us.

  Business Response

  Date: 09/20/2024

  Dear *********,

  We are truly sorry for the inconvenience caused to you and your family.  We have searched our warehouse thoroughly, along with speaking to the driver, and other customers that were before your delivery and after you, we are still waiting for a few more customers to call us back once they were delivered.

  Once the other customers call us or we get in contact with them, we will update you on the results.

  We are willing to provide you with a $500 refund for the missing headstone & safe.  Even if we do find it, we will ship it to you via ****** as it can take a month or more as some customers unpack a month later!

  Again, our sincerest apologies for the inconvenience you are going through!  Please, don't forget to contact our claims department for the missing items and/or damages.

   

  Customer Answer

  Date: 09/20/2024

  
  Complaint: 22298453
  
  I am rejecting this response because:
  
  I want to get resolution with the product missing and $500 does not even replace what we paid for the headstone. I will continue to work towards a resolution with the company and they reached out to me personally today and said they would be back in touch by Tuesday 9/24 at the latest.
  
  
  Regards,
  
  ******** *******

  Business Response

  Date: 09/26/2024

  *********,

  We do apologize for the inconvenience for tor not getting back to you on the 24th.

  We are currently working on this by contacting the driver and the other customers that were delivered on same route

  We will be in touch soonest.

  Customer Answer

  Date: 09/26/2024

  
  Complaint: 22298453
  
  I am rejecting this response because I was told I would receive a call by end of business 9/24 and now am getting a communication through the BBB two days later. Also the email for the claims department will not go through. 
  
  
  
  Regards,
  
  ******** *******

  Business Response

  Date: 09/30/2024

  ****,

  ******* from the office did call and speak with you and advised that we are checking with other customers on the same route if they have any item that do not belong to them especially a safe and the headstone.

  ******* also requested you to send a picture of the headstone, but last we spoke she mentioned you may have limited service due to the hurricane, which we understand and do hope you and your family are well!

  We still receiving and making calls to customers and await a picture of the headstone.  We will continue to do our best to resolve this issue.

  I will have ******* contact the claims department regarding any further copies and/or information they need.

   

  Customer Answer

  Date: 09/30/2024

  
  Complaint: 22298453
  
  I am rejecting this response because:
  I appreciate that they are trying to find our items but I will not accept the response until we have final resolution.
  
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:12/21/2023

  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.

  This is a company which going to be closed pretty soon since they cheat their customers. They aren’t loyal to their customers at all. Not professional either. They initially quoted us 2000$ and end up cheating and overcharging for 6200$. They told us they will deliver the stuff on 21st while they load the stuff on 18th. They came in a U-Haul truck. Instead of their own company truck which was fishy at the first time yet we trusted and continued our business. They didn’t let us read the contract, they gave the paperwork while they load the truck. That is also CHEATING. And when we call them to ask about ETA, first it was really hard to reach them and somehow they said they didn’t say the date and they told us it will take 2 weeks for them to call us back about our stuff. We are almost reaching our destination with our 1 year old baby, not to mention we are traveling for almost 30hrs now to find out this cheating company won’t keep their words. This holiday was ruined by this company. We have pass our warnings to all the communities so they can stay away from this company. They didn’t deliver our stuff. They will pay for this soon.

  Business Response

  Date: 12/21/2023

  I hope you’re doing well. We explain to you that average 14 business days for delivery. We never promised you a day I advise you to read the contract. It will explain to you delivery cannot be done in two days from Vermont to *******. it takes time based on federal law you cannot drive over 500 miles day . Please be patient we’re doing our best to deliver your stuff as soon as possible. Thank you so much for your business and I wish you a wonderful holiday.

  Customer Answer

  Date: 01/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because 

  where’s my response for questions??? You were telling us we received a discount? And you told us there’s no express service but we received? How? We didn’t receive any “Excellent” service from you! We didn’t use any bad words. U are brokering your loads?! If so you need a special license for that, if you do then why can’t we find your DOT? 
  
  
  
  
  
  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 01/10/2024

  
  dear customer, I have answered your question and yes, you received a fast delivery below 14 business days and you received a $50 discount upon delivery by all means saying excellent service with no issues at pick up and with no issues at delivery received and a great condition no scratches or damage . I would love to address your concern. . Base on our driver information. You admitted of receiving a n excellent and you were happy at the end of the move . So I’m not sure what’s the concerns . Like I said, I would love to address it I’m receive a pick up and you receive a fast delivery.
  According to you ., we promised a delivery in two days. Unfortunately, that’s false information. I'm delighted to hear that you received good service! Your satisfaction is our priority, and we appreciate your feedback. If there's anything more we can do to enhance your experience, please let us know . Thanks

  Amy M

   

  express movers services Inc

• Initial Complaint

  Date:12/21/2023

  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.

  Express movers services *** is by far the worst company someone planning to move can use.. At first they are great told me everything I wanted to here to make me feel comfortable with them taking my belongings. we negotiated the price and the told me the movers will be there on the day to pick it up and start the delivery process.. Took my down payment.. gave every reason why everything must be paid in cash and cannot use credit card, which I knew in my gut was the beginning of all the issues.. so after you stuff comes late, arrives broken, fees double, in my case tripled..they made the perfect monopoly situation where they put your back against the wall where you are forced to pay. his favorite words during our conversation was sorry the best I can do is.. Then send 1 driver to unload a truck alone..

  Business Response

  Date: 12/21/2023

  Its unfortunate to hear that. But you received next quality of service at pick up and delivery and after all the negotiation you are received a very low price. Our company did not really Made a profit of your move. Our goal is to reach Our relationship with a customer so you can refer us friends and family. We did our best to provide you that service and you received a very fast delivery we service your moved In a good faith in our end, Im sorry that you feel this way, but we cannot refund you we completed the move pick up and delivery no damage no issues the movers at day of the pick up where they all day and you had a lot more items than the estimate you received. You did not mention the rest of the extra items you had in the storage unit We provide you a free move for the extra items you had a lot of packing. I believe the movers did a wonderful job on pick up and delivery I do not see any issue with your move. I wish you a happy holiday thank you.

• Initial Complaint

  Date:06/27/2023

  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.

  We were promised to have all our items delivered in ******** on 6/26. We were just informed that all our stuff is in a warehouse and they dont know when it will be delivered. This is unacceptable as we have a newborn child and i have my heart medication in one of those boxes. The only reason why i chose this company because they promised me 6 days for delivery and now they dont know when it will be delivered and they overcharged me. The original quote was $6,000 and when they came to the door they increased it by another $5,000!!!

  Business Response

  Date: 06/28/2023

  Dear *********;

  Hello **** I'm not sure what is going on and why this complaint at pick up all went well you signed the paperwork. as per our contract by law we have 21 business days from the time you requested delivery I understand you are upset, and I apologize for how you are feeling. as for the medication we always recommend never to put medication in a move due to extreme heat. Some medication must be store properly if we were informed you had your heart medication, we would advise taking them out that is a very important medication, and your health should come first. we never promise a specific date as we must gather all jobs that must be shipped out together. your household goods will be shipped out soon. we will call you once the tractor leaves the warehouse. best regards

  Customer Answer

  Date: 06/28/2023

  
  Complaint: 20243021
  
  I am rejecting this response because:
  
  

  i was told on the very first phone conversation that they were not a broker which is the only reason why i chose this company. Then when i found out they were a broker it made me feel extremely played. The lady pressured me into signing a document i didnt have time to read because i needed to leave the car to go inside my job. Also the driver of the actual moving company informed me our stuff would be delivered on June 26th and that was a lie. My entire family heard that from the drivers lips. This company all t they do is lie and misrepresented themselves in this process.
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 06/30/2023

  dear *********;

  when we arrived at your home we never forced you to sign we went over everything and you kindly sign. I understand your upset but please be respectful with name calling we did not lie to you. you sign the contract that clearly states the number of days we have to get you your household goods. we will  call you once the driver leaves Wearhouse. thank you have a great day.