ComplaintsforCalifornia New York Express Moving

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired California ******************************* (CNYE) to move me from ** to PA 9/30/23. It was a terrible experience. They force sold me $2850 worth of insurance through their recommended vendor that forced me to pay CA movers an addition $900 +$500 tips to pack my belongings and then proved to be useless; did not deliver in the time frame promised at booking; damaged my belongings extensively; left many of my belongings in *********** (they have not been recovered); refused to help cover the damage or loss of belongings they left behind; shared my personal PCI with another client and hers with me; sent me inappropriate emails as if I knew them or worked at the organization. They are not a trustworthy business. My experience was so traumatizing it has taken me this long to file this claim. I was given misinformation, pressured into signing paperwork that they claim releases them from responsibility for the items they left behind, bullied into tipping, given false information about delivery dates, then had my privacy violated. Please see attached outline. I deserve to be refunded for repair costs, replacement costs for lost items, refunded for packing costs, PCI protection, forced insurance costs. Even the staff agreed I deserved compensation but said they had no power.

  

  Business response

  06/14/2024

  Our client used our storage services after her pick up, and purchased a guaranteed delivery date service about a month after her move. This service ensures delivery on a specific date of her choosing in advance, and is usually exclusive to those with limited availability for delivery (usually priced at $500 for her sized move, our client paid a discounted rate of $250). We delivered accordingly, and didnt hear anything from our client until after our client finished unpacking a few weeks later, and she claimed to be missing items from her shipment. In her initial correspondence to us, she demands that California ******** Express cover her very high insurance deductible, prior to filing her claim.

  Although our client signed off on our paperwork confirming that nothing was left behind at the apartment, several representatives from our company took it personally upon themselves to assist this client, since she mentioned family heirlooms were involved. We spoke with the building manager to confirm that nothing was left behind, and the apartment has been cleared out. We searched our warehouses regardless, to no avail. 

  Since the ********** of ************** (***) regulates ALL moving companies compensate based on $.60/pound/item, we recommend to all of our clients to purchase an insurance policy so that they can be compensated based on the value of their items in case of damage. Our clients damages were less than her deductible and therefore was not issued a credit through her third party moving insurance policy. 
  

  As of today, our client has not yet filed a formal claim with our company, however, our customer service representative offered to work as a liaison with our claims department, and offer a settlement based on the *** regulations to give our client a reasonable expectation. He then offered additional compensation, beyond the regulations, which were still not sufficient for our client. We are still committed to resolving her claim based on these regulations.
  

  
  

  Customer response

  06/24/2024

   
  Complaint: 21809016
  
  I am rejecting this response because: California NY Express has not addressed any of the concerns or reached out to rectify this situation that their poor business practices made happen. They have not addressed: that they forced/coerced me to buy $2800 worth of insurance from their vendor and then that insurance did npot cover any of the massive damage they caused; they have not offered to repair or replace the damaged items; they have not acknowledged that ttheir packers bullied me into signing paperwork that they did not give me time to read and now claim that is why items were left behind (when it was their staff who did not pack them then told me they did; they have claimed that I did not report the missing items in time when I did report them first to CA NY Express and was told that I had to file an insurance claim first (insurance does not cover missing items); they have not apologized or acknowledged that they released my personal data to another client and copied me on her email that include her data then sent me odd personal emails which were not apprpriate; most imnportantly--they refused to cover the damage. loss, left items after they caused this damage. The head of customer service even admits they have not offered enough and suggests I contact BBB. When they offer to resolve the matter I will be willing to consider their offer. I also want a guarantee that my personal information is protected. 

  I provided reference documents for these interactions I can pull the phone logs and email logs further if needed.

  This is a bad company. They are taking advantage of customers, bullying them then not standing behind what they sell. They should not be in business at all. 
  
  Sincerely,
  
  *****************************

  

  Business response

  07/08/2024

  Once the BBB gets involved, all communication is paused until clear instructions provided through the platform are followed. 
  
  
  
  
  In our previous response, we addressed that our client purchased an insurance policy through a third party company, based on our recommendation. Since she purchased a high valued policy, her terms included a high deductible. Thankfully, the majority of our clients' items arrived intact. Our client's damages did not exceed her deductible, and therefore she did not receive compensation from this third party vendor. *Since this is a completely separate entity from California New York Express, she is entitled to file a claim with our company, and will be compensated based on the *** regulations, and not based on the terms our client wishes they were. 
  
  
  
  
  We took our clients testimony about any misunderstanding with our ******* seriously, and we understand that the nature of moving day can be overwhelming. We had members of our team reach out to the building manager, and try to establish if anything was left behind. However, from our experience, if there were something left behind, we would get a call right away, or the following day, not many months after the move was completed. Since we delivered all 84 of the items on our clients inventory list, none of her items are missing, and she is therefore not eligible for compensation for items not listed. Her testimony will be considered again if she chooses to file a claim with our company. 
  
  
  
  
  Based on the attachment, it seems as though the same representative acting as a liaison with our claims department, sent our client correspondence in error, unrelated to her file, because of a representative in our company having a similar name to our client. The information in the email did not contain any compromising information, nor do we have any indication that our clients personal information was compromised. 
  
  
  
  
  The remaining statements have no basis in fact nor reality. If our client will file a claim directly with our claims department, we will offer her compensation based on the *** regulations, which our liaison tried to let her know what to expect. It is impossible for us to offer our client a settlement without going through the official process, regulated by law. Our client has not yet filed a claim, and seems to be avoiding doing so, delaying the process further, since the compensation will be less than what she is demanding. (First she demanded that we pay for her high deductible, then she increased her damages to 1.5x her move cost.)
  
  
  
  
  Our client is trying to insist that we will not compensate her for her damages when in fact, we have tried to assist her in expediting the process. If our client files a claim with us, you have our assurance that our claims department will turn her case around efficiently and quickly. We have sent over the claim form and instructions via email to our client again to ensure she has it, and reaffirm our commitment to assisting her.
  
  
  ___
  
  
  Additionally, please remove the attachments our client provided which included information unrelated to her file.
  
  
  
  
  Warmly,
  Perry Dozetas
  
  
  Customer Care
  California New York Express

  Customer response

  07/16/2024

   
  Complaint: 21809016
  
  I am rejecting this response because: ****************** response is full of falsehoods and my attempt at direct communication with CA Express resulted in ************** at CA Express claiming that their representative (********************) was not qualified to make an offer based on my claim. Except that ******************** did accept my claim, placed in into consideration, made me an offer, and then wrote that he agreed their offer was not sufficient. In conversation with ******************** when I asked who had made the decision to only offer me $672 he replied "claims". In re-reading my communication with CA express I can also note that I spoke with a claims representative, *****. When I asked why ***** had not sent me claims forms I was told that he would not do so based on the fact that I had 3rd party insurance (the insurance that CA Express forced me to purchase). All of this is documented in the email exchange that I shared. 

  ****************** statement that a settlement would be based on what they are able to offer by law vs. what I wished it was is dismissive and a perfect example of why this company should not be in business. Rather than behaving as a company that cares about clients, honesty, and delivering good service they are delivering the bare minimum of service that is sloppy and takes advantage of their clients at every point possible. Again, their representatives pressured me into the 3rd party insurance with an agent CA Express was pushing, they required I hire them to pack, their agents pressured me into signing documents when they lied about the service, their representatives took tips after pressuring me and then they did not deliver all of my belongings and damaged many of the rest of them. Now they are refusing to pay to have them fixed and replaced. The only thing I wish, is that I had never hired CA Express. 

  ************** is trying to gaslight me and pretend like somehow their poor service, their sketchy business practices, their lack of response over months, their denial of responsibility in sharing my address and email with other clients (and theirs with me) is somehow my fault. The only thing I did wrong was hire CA Express. It is good to know that the *** plays some role in governing their behavior as I will reach out to them as well. When CA Express adits they have done wrong and makes this right I will be more willing to accept their response. 

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

• Initial Complaint

  03/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dates: July 9, 2022 - August 1. 2022 *****Amount paid: $11,283.31 *****What did business commit to: Protect and move my belongings from California to ******** *****Nature of dispute: **** dropped and markedly fractured my antique dining room table. Their employee, at the pick ** site, promised me in person that he would stabilize and protect this table. He did not do so, as evidenced by the lack of stabilization and packing, and the obvious severe damage, visible when it was delivered. I have requested only $3,250, the amount quoted by a local furniture repair person to restore the table as much as possible. *****Business' attempt to resolve: **** refused to pay anything for the table damage, but offered $276.90 for 9 boxes of our possessions that they lost *****Acct #: Job # ******

  

  Business response

  03/31/2023

  ************** first filed a claim with his third-party insurance company and was eligible for $3,390 worth of coverage with them. 
  
  Since our client did not specify at the time of purchasing the policy that the table was antique and valued, they therefore denied the $3,250 claimed repair cost.
  
  Our customer service team has maintained active communication with our client in an effort to reach a mutual understanding.
  
  Our client continues to demand that we cover the full repair cost despite our contract and DOT Federal law regulating and limiting moving companies compensation for damages to $.60/pound/item. This formula essentially refunds our clients the price paid to ship the individual item.
  
  The moving industry would simply collapse if any moving company was obligated to compensate clients for the full value/replacement/repair of any item, which is why we advised our client to purchase insurance. What if the table was worth $15,000 and he was expecting ** to compensate him for the full amount? There wouldn't be a moving industry. We are a moving company, and cannot be expected to compensate like an insurance company. 
  
  Even though he had purchased an insurance policy, we showed good faith by allowing him to file an additional claim with **. He opened a damage claim and after processing it, he was eligible for $276.90 based on DOT regulations, which he has since denied. 
  
  Our clients response was "You would be paying to repair that table for $3,250 since you dropped it(since) you only damage items very rarely. Your company could afford to pay for its gross errors."
  
  Our client insists that we compensate him for the full repair of the item, when we have gone beyond our agreement in an effort to resolve this matter.
  
  When were we not fair by offering him to open a claim with **, while he had a current insurance claim open?

  Customer response

  04/03/2023

   
  Complaint: 19630442
  
  I am rejecting this response because: Throughout my communications with CA NY Express, they have refused to comment on, nor accept responsibility for the neglect and breach of contract on the part of their employee, ******, who directly promised me that he would stabilize and protect my table; which he did not do. They also have refused to comment on why I was never notified that my table had been dropped and seriously damaged.
  
  Sincerely,
  
  *****************************

  

  Business response

  05/22/2023

  The terms laid out by our client's third party insurance policy state that
  if there is an item exceeding the value of $5,000, it must be noted prior
  to the pick up. Since our client did not do so, the insurance company
  refused to cover the damage. Since then, our client has also attempted to
  file a claim with another insurance company (********).
  
  
  The terms of our contract are that if an item breaks, we compensate based
  on the **************************** regulations of $.60/pound/item, and was
  agreed upon prior to ** picking up our client's shipment.
  
  
  By law, the moving company does not need to offer additional compensation
  to the client for any items excluded by the client's policy.
  
  
  Regardless, we took responsibility for the damage by accepting our client's
  claim, and offering our client an additional settlement based on the terms
  of our contract.
  
  
  Our client feels that we "can afford" to pay the alleged repair cost, which
  totals to almost 30% of their entire cross country move, shipping more than
  300 items.
  
  
  Despite our best efforts, our client expects us to compensate him based on
  his own terms, and not the ones that we agreed upon prior to picking up his
  items.
  
  
  All The Best,
  

  
  ********************Long Distance Department
  CA NY Express Movers

  Customer response

  05/24/2023

   
  Complaint: 19630442
  
  I am rejecting this response because: it once again does not address my central claims that CANY was negligent and that their employee engaged in a breach of contract when he told me that he would protect my table, and then did not. Trying to use this BBB process to find a mutual settlement was a good-faith effort on my part. It is clear that this process will not result in a settlement. From here, I will initiate a small claims proceeding. As always, I seek only a fair settlement. It is remarkable to consider what CANY has cost me in hours/days of my time thus far due to their ignoring their negligence and breach of contract.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired the company for a move *********************************, including packing of our belongings. Some of the people in the *** crew showed up high on ********** and I reported so to the person that gave me the cost estimate and sent me the paperwork to hire them. In ***********, our furniture ******* ******** including ********* to four chairs (all damaged in the same place as a result of packing them one of top of the other- I am attaching pictures of one chair but have sent the video of the four chairs and the damage to the moving company), dining table, a queen size bed, a *********** a standing desk, a leather pull out couch, three pieces of art, and a glass ***** ****** In addition, the movers when *********** ********* the wood floors in the house. I reported all the damage to the company the same day they delivered, and I was told to file the complaint with the third party insurance company I had a policy with. Unfortunately, my policy only covered specific items (including the three pieces of art), but not for all the other items ******** After reaching out again to the company and providing all the support of the damaged items, I was offered a total of **** for all the ******* ****** That amount would not cover replacement, fixing them (some pieces were checked by their own people and concluded that they were ******* beyond repair), or even the cost of hauling. The damage is the result of their gross ********** in packing and handling our ********** ********** people under the influence of ***********

  

  Business response

  09/08/2022

  Business Response /* (1000, 8, 2022/07/29) */ Mr. ***** first filed a claim with his third-party insurance company and was entitled for ****** worth of coverage with them. He then continued to ask us to cover the items that he did not insure with his third-party insurance. We agreed to do so. He opened a damage claim and after processing it, he was eligible for $90.30. per the Federal ***** rate of ***** per pound, per item. Without Mr. ***** asking, we immediately increased the amount over double, to $200. After additional requests, we went up to **** and later to ***** Over 3 times the amount the law grants him per the Federal ***** rate. NOTE: The Sofa and Standing Desk are not covered as per contract (attached): "Furniture made from particle board/pressed wood: Some pieces of furniture are made from this material, which due to its fragile nature, tends not to withstand a cross country move. You can still attempt to ship these items, however keep in mind that both basic and third party insurance policies exclude these items from their coverage." As an act of good faith, we also offered to participate in his deductible on top of the Claim Settlement amount. We added an additional **** to which Mr. ***** responded ****** is not even ****** Does that mean that based on his decision to purchase a specific insurance policy with such a high deductible, we are responsible for it? Should the deductible be ******* due to his high value items, do we need to provide **** **** or all of it simply because it was his decision to purchase such policy terms...? We were willing to come towards him and truly execute our Good Faith... though, we can not be responsible to one's policy if not up to par with their expectations. From the $90.30 the law offers Mr. *****, we went above and beyond to over 6 times the amount. **** In addition, there were 2 small shallow scratches to the floors (see attached). This is the place to mention that the floor was previously damaged with deep scratches before our arrival and those were marked w. a blue tape by Mr. *****. He was in the process of a dispute with the hardwood floor company as this was not our doing and that company had to address the deep scratch in the floor (marked with blue tape). We sent a floor professional to look at the scratches. He offered Mr. ***** a repair, of which Mr. ***** declined saying it won't look good. Instead, he asked the professional to refinish the whole room (about ***** SF). The signed contract specifically states (attached): "Floors / walls / Elevator protection: Please notify us in advance of any special needs for flooring & wall protection so our crew can work without potentially damaging the premises. As for elevators, please have your building protect it prior to our arrival. **** will not be held responsible for any damage that occurs out of the customer failing to alert us in advance of any special needs. Floor/wall claim compensation will be assessed per specific dent or scratch. No full floor/wall repair or replacement (single room or more) will be covered." Mr. ***** did not notify us in advance of any special needs for his floorings (or anything else at his house). In addition, he agreed that **** will not be held responsible for any damage that occurs out of the customer failing to alert us in advance of any special needs (see contract) and failing to notify us. Last, we clearly stated that "No full floor/wall repair or replacement (single room or more) will be covered." Should Mr. ***** choose to refinish / buff the floor, we offer to participate in the proportional size of the damaged area. While these areas are only a few planks (6). We are willing to show good faith here as well and participate in 10% of the room's size (120sf). We gave Mr. ***** a fair deal, and he declined it. Consumer Response /* (3000, 10, 2022/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) ********** New **** Express ****** ******** Express"), as a moving company has the duty to exercise care in the packaging (which we engaged them and pay them to do) and moving our furniture and household items. In their own estimate/agreement, ***** Express states (Page **** "Preparing your belongings for a long distance journey: items cannot travel across country (an average of **** miles) without being well packed & protected. Your best money saving option will be to prepare them for the journey yourself, in which case you can purchase packing & wrapping materials (boxes, tapes, blankets) from Home ****** ****** etc. For specific packing advice, please don't hesitate to call us. General guideline - Furniture should be well wrapped & protected by blankets & cardboard." In this case, given the importance mentioned by ***** Express of "preparing your belongings for a long distance journey". we hired them to pack all items and furniture in our household. As professionals, we expected them to pack and protect our belongings following the same care and guidelines they provide to their clients. ***** Express charged us for those services as follows (Page *** of the estimate/agreement): "B. Wrapping / Protection / Box Packing (Protection for your items 3000 miles journey) Cost: Wrapping - Protection for all listed furniture items ********* Protection for specific items - 1 Mattresses, 1 Box Springs, 2 Marble/Glass Tops, 3 Tvs, 1 Lamps, 2 Mirrors ******* Box Packing - Service includes boxes & labor for all boxes marked BP in inventory list. *********** Based on this breakdown, the total charges from ***** Express related to packaging services (not moving services) was ********** Unfortunately, they did not apply the proper standard of care and damaged ****** of the furniture they transported for us, three art pieces (insured separately with a third party), and a blown glass plate. Examples of the lack of care in protecting the furniture that resulted damaged, and that could have been prevented, include taping wood chairs on top of each other, causing deep scratches on the back of the chairs (all in the same spot where they were rubbing against each other during the move), the leather pull out couch was not disassembled or even the mattress taken out, resulting in additional weight that damaged the arm rests when they were lifting the sofa from them, etc. The offer of **** is not only unfair and disproportional to the damage caused, but also to the fees they charged us for packaging services. We continue to request ***** Express to repair the damaged furniture or provide the monetary equivalent so we can take care of the repairs. Regarding the damage to the floors, ***** Express sent someone a couple weeks ago to check on the damage. Once he saw the damage, the person said that he would try to fix the scratches. He proceeded to use a marker ******** type) to draw on the scratches. The marker left dark marks to the damaged boards, so I asked him to stop as that is not a proper fix. He then told me that to properly fix this he would need to buff the floor and apply the proper stain and polyurethane again. I told him that hopefully he could find a way to focus on the damaged boards and that he should discuss with whomever engaged him to come to then make a proposal to fix it properly (not with a marker, which is not the proper fix for this damage). I did not ask "the professional to refinish the whole room (about ***** ***** That is just a plain lie and once again demonstrates how ***** Express has tried to avoid its responsibility in its ********* provision of services. ***** Express makes reference to a dispute we have with a floor contractor. That dispute is for damage done under the polyurethane (exterior finish) of the hardwood floors, so it is easily identifiable what was the damage caused by ***** Express and what is the damage caused by the floor contractor. I had a call with ******** **** to explain this and provided pictures on the differences. He told me that he could see the difference. He asked me if I had extra wood boards for repairs, but I told him that the damage was on the finish and that I did not think that replacing boards was needed or appropriate, which he thanked me for. We are not asking ***** Express to fix the damage done by the floor contractor or to "refinish the whole room", but to fix the scratches done by their own personnel. ***** Express mentions that we should have specified the need for "special care". Given the experience that ***** Express claims to have, and how common hardwood floors are, they should know that hardwood floors can be scratched or damaged if items are dragged on them. This is not unusual or something that needs specific disclosure. This is basic knowledge of the trade for anyone experienced and operating in this business. Once again, it is just an indication of the lack of care or supervision in providing the service they were engaged to do. ***** Express has liability insurance with Acord, which they provided before they started the job. If necessary, they should contact their insurance company to fix the damage caused. Business Response /* (4000, 14, 2022/08/16) */ Mr. ***** ("The Client") agreed to hire CA-NY Express to deliver his items and knowingly, signed his understanding of the "Basic Valuation - No Extra Cost - Mandated by the DOT" section on his contract that sets "the value of all lost and damaged goods at sixty cents per pound per item ($0.60 cents per pound per item)." With respect to the furniture, the sofa and standing desk are not covered as per the contract, signed by Mr. *****: "Furniture made from particle board/pressed wood: Some pieces of furniture are made from this material, which due to its fragile nature, tends not to withstand a cross country move. You can still attempt to ship these items, however keep in mind that both basic and third party insurance policies exclude these items from their coverage." In addition, in the section "Assembly / Disassembly guidelines:" it states as well that "PARTICLE BOARD ITEMS - these items tend not to withstand long distance trips, we will disassemble basic items upon client request, but will not reassemble or be liable for damages to such items. Note that we only reassemble items we originally disassembled." Are we being asked to breach the signed contract of which we agreed upon its terms w. Mr. *****? Since Mr. ***** chooses to not insure certain items such as furniture, and now asks us to cover them in full. Since he did not cover those items, he automatically goes to the Federal DOT rate. We are not an insurance company, and therefore - can not pay as such. A fair solution of repair was offered to Mr. *****, and was denied by him. We offered to pay for the lightly damaged areas for Mr. *****'s floor while we were onsite and the floor professional was asked not to do so. With respect to the terms used in the last correspondence, "Basic knowledge of the trade" works as well when an agreement is followed accordingly when signed upon. Mr. ***** yelled and treated our men in a very demeaning and disrespectful fashion throughout the move and they had to endure this type of behavior and again, lies about the way our teams were. This shows Mr. *****'s behavior throughout the process of this move resulted in his negative treatment towards the working crews. Respectfully, we can not attend to the amount you are asking for. Saying that, since our offer is "unfair", let's stop everything and go back to where we started treating you unfairly and we'll fix it with respect to the contract. Consumer Response /* (4200, 16, 2022/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) CA-NY Express failed to meet the standard of care of a professional moving company in handling our property, which represents a breach of contract. In hiring them, they made this representation on the page "Wrapping, Packing & Unpacking Charges": "our well trained and experienced crew will provide top-notch packing services and supplies to make sure your moving day is hassle free." This clearly is a fraudulent representation since the crew was not only not well trained or experienced, but some of them showed up high on marijuana. This is something I reported as it happened and their person responsible for the crew confirmed to their representative. If CA-NY Express will not repair or pay for repairing our damage furniture (which represented 80-90% of all furniture they handled), they should reimburse the ********* in fees they charged for their professional packaging services (which to their representation was supposed to "pack and protect our belongings", which clearly did not happen). I respectfully request the ********************** ********* as an arbitrator, to get involved in this claim to try to resolve it. Business Response /* (4000, 18, 2022/09/07) */ Thank you for pointing this out as it is clear the quote attached by Mr. ***** refers to the moving day (not services) and does not guarantee a damage-free move. Mr. ***** demands the full amount of packaging services to be refunded while only a few items (out of 221 items) arrived damaged. Are you suggesting that items that were delivered without damages need to be reimbursed as well? Please clarify and explain why. We ask that the ****************************** act as a mediator, so we can resolve this. Consumer Response /* (4200, 20, 2022/09/08) */ I cannot accept **** or **** when I paid for professional ********* and they damaged furniture worth over ******** This back and forth is leading to nothing and CA-NY Express is not making any offers to repair the damage as a result of the service they provided and charged me for. This is a liability claim (damage property) as a result of their packaging. Please let me know if the *** will ****************** so far there has been no involvement from *** to try to resolve this. CA-NY Express is not denying the damage but not offering any reasonable repairs, and now even they are requesting your involvement to resolve this. Thanks, *** *****

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