Complaints
This profile includes complaints for Fine Express Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:12/20/2022
Type:Service or Repair IssuesStatus: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.
Fine Express, *** moved my belongings from *** to *******, ** on 11/17/22. The issues are stolen goods, damaged piano, and unwarranted price increases over $2k on the day of the move. I had provided them a detailed list of inventory for which they provided me a quote of $4096.40 ($400 deposit on 11/8/22, $2587.48 CC payment on 11/17/22, and remaining cash payment on 11/28). Summary of issues are as follows:1. On the day of packing they asked for an additional $350.00 to pack the piano, though it was included in the list of inventory and their employees ***** and *** confirmed there would be no additional charge. ***** confirmed that the piano would be crated for this charge. The packers instead just wrapped it with a blanket. The piano arrived damaged and with missing screws.2. After loading the truck, they demanded over $2k additional, totaling to $5919. They threatened to unload the truck and leave it on the sidewalk if we didn't agree to pay. The stuff was loosely loaded on to the truck to inflate the cubic footage. When they delivered, we peeked into the truck and saw that the goods were compactly arranged and took up hundreds of cubic feet less than we were charged.3. Upon ************* huge wardrobe box of 4x2x2 feet was missing. We immediately notified them. They said that they would check in the warehouse and the three other customer whose stuff was also on the same truck.4. I have been repeatedly contacting their ** office - ****************, ***** and *** - and their claims person *********************** located in **********. All of them have different stories, some saying they have contacted their other customers and some saying they haven't, until they finally began ignoring emails and hanging up the phone line. I genuinely believe that such a huge 4 foot box cannot simply disappear, and that it has been stolen. The missing box coincidentally had the most expensive stuff in it. They will not provide us with any details on what investigation they did.Business Response
Date: 01/04/2023
To WHOM IT MAY CONCERN:
We are truly sorry to hear that you have one box missing fro your inventory of over 100 items.
unfortunately this thing cane happen in the shipping industry once in a blue moon,we were trying to locate your claimed missing box even though the driver who deliver your goods claim that you sign for receiving all of your goods( we have a signed inventory list ).
i will not respond to your harsh allegation, please follow your claim with *********************** at our claims department.
best regards,
management.
Customer Answer
Date: 04/18/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[The company keeps lying. I have attached the missing inventory list several times. There the Driver, who delivered the goods, has signed that 1 giant box is missing. The company acknowledged that the box is missing but still says that they have the Driver's signature that the goods were delivered. It does not make any sense. I am attaching the document again. On top of that, as I indicated in my earlier email, that when we called them on April 4th, the gentleman Lou who answered the phone, said that they found the box and destroyed it because of our complaint. Strict action is needed against Fine Express.]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ******
Business Response
Date: 04/19/2023
to whom it may concern:
As we stated earlier we are done conducting our investigation and we can't be responsible for a content of missing box that we are clearly advised the customer not to have any valuable or any personal docs inside any box and should be carry personalty with him.
further more we advised customer to go thorough the standard channel to claim his missing box which he is protected by the free liability of 60 cents per pound per article required by law.
apparently he is not willing to accept the offer from the standard coverage..
we are closing this claim from our hand and wishing the customer all the best despite a harsh words overall.
Management.
Customer Answer
Date: 04/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:The business has not addressed any of my points mentioned in my email. This is unacceptable and fraudulent business practice. Please address what was said by Lou on the phone. He said that Fine Express has located the box and was destroyed because of our complaints. I have been waiting patiently for such a long time. If my complaint is not addressed properly then I will escalate to the police complaint and small claims court.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ******
Initial Complaint
Date:10/24/2022
Type:Service or Repair IssuesStatus: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 higher Fine express *** to move my belonging on July 15, 2022. The move went well into I realized a part of my tv table missing. I called fine express inc. Gold them I was missing a piece of my tv table. I was told to file a complaint. Which I did. I was told. My problem would be resolved in 4 to 6 weeks. I'm still waiting for them to resolve my issue but nothing has been done. My last call to the moving company was on October 17, 2022, to ask what was going on. *** who is the person I have always communicated through this time was extremely rude screening at me. Telling me that the company was waiting for the insurance and that he couldn't do anything to rush the process. After talking to him. I decided to give them the rest of the weed to see if they would take care of the problem but no resolution to my problem. At this point, I'm done waiting. I need them to get me the missing tv table piece or pay me to get myself.Business Response
Date: 10/24/2022
To whom it may concern:
We ask the customer to file his missing TV stand part with our claims department and they will handle his claim on a timely manner which is up to 90 days.
We addressed his complained on a serious note.
Customer had a basic liability coverage which comes free with the move for 60 cents per pound per article, he wasn't insured for a full replacement value, which causes this misunderstanding and his frustration.
His claim still under investigation by the department.
Best Regards,
Fine Express.
Initial Complaint
Date:09/09/2022
Type:Service or Repair IssuesStatus: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 moved from *** to CA. ************ picked up the goods on Aug 9th and delivered on Aug 26th. I paid $6099 (excluding tips).The truck was 8ft wide and 8 ft high. Goods were loosely packed with over 150 cubic foot of space/gap (see pic) on the top and also on the sides. The final belt marking the end of our stuff ran from the 14 ft marker on the left side of the truck to the 11 ft marker on the right side of the truck (see pic). The average depth of our goods was (11 + 14)/2 = **** ft. So, volume of our goods = 8ft x 8ft x ****ft - 150 = 650 cu ft. With $6 a cu ft and an additional 7% fuel surcharge for cash payment ($273), the total should be 650 x $6 + $273 = $4173.The ******* told me that I had 950 cu ft of stuff. I asked him to explain how he computed that. He said it is based on his estimate based on vertical rivet lines that he sees in the outside of the truck. I told him that the rivet lines are uneven and not at 1 feet separation and cannot be related to the stuff inside the truck. There are 1 feet markings inside the truck for this purpose. He said that either I have to go by his estimation or he is going to throw the stuff out of truck. He even threatened to leave with the goods if I don't sign it. Noticing that I have started to take pictures, he immediately closed the shutter of the truck. The total he wrote down was 950 x $6 + 7% charge ($399) = $6099. I had no choice, but to sign the paperwork.I called the Fineexpress main line and spoke to ***** to explain the situation, but they said I have to go by whatever the ******* is saying. I tried to talk to the dispatcher after a couple of days, but he refused to hear me out. I realized that I have been scammed.I have been overcharged by $6077 - $4173 = $1904. I am demanding an additional $1000 for the harrassment that I, my family (including my 6 year old) had to go through. I am asking for $1904 + $1000 = $2904 to be paid to me immediately.Business Response
Date: 09/27/2022
To whom it may concern:
we are sorry that we need to address this complaint even though we explained it on the field in move day and was told by customer that he agreed and understand full the charges:
1.he had triple the items that he quoted us over the phone.
2.the truck was half full which a full truck with a pick holds **** CF and was packed beautifully without wasting any extra space .
3.customer were given the option to get his good to be offloaded from the truck back to his apartment just by paying our coast of labor, which he had chosen to proceed.
4.job was done on time expected delivered and completed without any further issues.
there is no room for any adjustment base on customer mathematical error.
Customer Answer
Date: 09/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:See my responses to the comments made by the moving company (that are not supported by any evidence):
> we are sorry that we need to address this complaint even though we explained it on the field in move day and was told by customer that he agreed and understand full the charges:
Yes, I had to sign it. The option that was given to me was to agree to the numbers that the ******* was
demanding or have my stuff taken out of the truck. There was no calculation and explanation for the
number that the ******* quoted for the volume. This is extortion.
> 1.he had triple the items that he quoted us over the phone.
This is a false statement. The list of items were exactly same as what I had indicated earlier over phone.
> 2.the truck was half full which a full truck with a pick holds **** CF and was packed beautifully without wasting any extra space .
The pictures show the location upto which the truck was full. It is less than half. See original complaint
for pictures and the corresponding volume numbers.
> 3.customer were given the option to get his good to be offloaded from the truck back to his apartment just by paying our coast of labor, which he had chosen to proceed.
I am moving coast to coast with plans for vacating the apartment, moving to a hotel, flying out with kids and family etc. I felt extremely pressured when the ******* said that either I have to agree to his volume estimate (which was not derived based on any calculation) or he will take the stuff out of his truck. This is extortion in day light.
> 4.job was done on time expected delivered and completed without any further issues.
Agreed that the job was done in time. Disagree that there were no further issues. The issue is about volume,
price and unethical business practice by pressurizing the customer on the day of move. The issue is about
dishonesty and cheating.
> there is no room for any adjustment base on customer mathematical error.
I did not make any mathematical error. I am a professor at medical college. The pictures and volume based
on the picture is in full support of my argument. What you are saying in this email is just some words
without any evidence or proof to avoid paying up for the damage that you have done.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************************
Initial Complaint
Date:07/11/2022
Type:Product IssuesStatus: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.
Used the movers on May 27, 2022. They originally took a $300 deposit on a c.c. Over the phone. The day they came they charged $1275 instead of $975 because they said the cc didnt go through which was untru. They charged for boxes and bubble wrap which were mine. They didnt even ask my permission to use my moving supplies. Why should I be charged for my own supplies? They lost my tv plug and they said well it happens. I spoke to the owner and he said Ill look into the matter and get back to you. He never did. The one and only mover that spoke English was rude to my brother, he also called my mom old.Business Response
Date: 07/26/2022
to whom it may concern:
customer was charge the total $1275.00 for the move.
we couldn't apply the deposit of $300 because we couldn't take an imprint of the card therefore we credit it back the next day.
we used her own moving supplies in order to save her money by not using our supply which would occur extra charges ( can't believe she is complains about it)
regarding the tv plug we put everything in the tv box if customer lost it she can replace it easily not our responsibility !!!!
best regards,
Fine Express.
Customer Answer
Date: 07/26/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:We were told that the tots of the move would be $975 After the $300 deposit we would owe $675 thats what we were quoted and thats why we went with these movers $300 deposit and then $675 at the move for a total of $975. If we would have known it would be $1275 we would have gone with a much more reputable company that we used for years Being on a fixed budget we went with fine express being told total would be $975 unless they needed to use supplies but bubble wrap would be included This was all told to me and my mom by ***** on the phone. Regarding using my materials to save me money NO that was not true! The bubble wrap was included for the move and they used mine. Using my boxes to put into other boxes They didnt do it to save me money! How did they do it to save me money when they charged me for using my own boxes! Regarding my tv wire the movers were the ne that packed the tv they lost it not me! This company has a bunch of rude movers and the owner as well telling me h*** call me back after he looks into it! Never did! This moving company is rude and theyre crooks! Im sorry I didnt go with my usual moving company! this is what happens when you go the cheap route!
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