ComplaintsforBay Area Express Moving

• Initial Complaint

  09/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Hired this company to pay for my moving expenses! I paid half the money up front and the other half was paid when they delivers my items! Unfortunately they didn't deliver all of my items! I had a King size bed that wasn't delivered and 2 moving boxes along with a **** area rug! I filed a complaint with the insurance company and haven't heard back from them in over 60 days! I paid all my fees but never got a response from the moving company! Please help! Thank you

• Initial Complaint

  01/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December the 16th of 2021 this company came to my mothers home packed up my belongings and safely got it on the truck as well as did what I had expected them to. The problem was not the pick up. It was the drop off. On January 15 I received a call stating that my things will be delivered tomorrow night, okay fine. They arrived around 9:30 at night which was fine and I paid them before the job got started. (Should not of done that) They brought everything in and unpacked it. The problem came when I looked at one of my dressers and it was damaged. My mirrors were not put back together and I had two of them and my dinning room table was not put together properly as well as they lost screws to my table and because it was not put together properly when I went to move it, it cracked. The gentlemen who showed up did not have any tools or extra screws to put anything together and rushed through the process. They were a bit younger than the gentle men who originally picked up my furniture and belongings. and the Paperwork was off and said that I had two tables and I did not. The reason why im writing this is because this company says that they provide full service move and that was not the case. The other problem is when I called the "manager" **** to fix it he he has yet to this day to send anyone over to fix the mistakes that the movers have did. That is the problem. I would of let this go if they would of fixed the problem but they have not so I am taking further actions.

  Business response

  03/24/2022

  Business Response /* (1000, 5, 2022/02/13) */ COMPANY RESPONSE TO BBB CASE ID #: ******* - **** ****** ******** *** **** BBB CASE #: ******* - **** ****** Dear BBB, Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumer's said complaints to better understand, validate and fairly resolve all their issues against our company. Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and deeply appreciated. When it comes to these matters, we put ourselves completely at the customer's disposal. Rest assured that if and upon a full and thorough investigation through **************** (Claims Processing Center) we can validate that the customer's claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance with their coverage and will ensure a fair resolution to their issues. It is important for the BBB to know that, as part of our commitment to Quality Assurance and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution. In addition to that, all consumers receive informative documentation prior to their service date, advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didn't receive prior, during, or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated, and resolved in accordance with their coverage and contractual liabilities. To better understand and validate all the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company, they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. This will confirm the interaction between both parties and ensure a fair investigation for both the customer as well as the company. We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK): Bill of Lading (contract) Order for Service Household Goods Descriptive Inventory (both pickup and final delivery copies) Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.) We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns. We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing. Very Truly, ***** ****** ***** ****** Customer Service Dep. - Bay Area Express Moving. Consumer Response /* (2000, 7, 2022/02/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I understand. Now that I'm looking through all of my paperwork I'm noticing that the company did not give me household goods descriptive inventory when I did get here and get all of my things I did sign some thing but unfortunately I did not receive a copy. I have also attached screenshots of bank statements from the days that I did pay including $826 when my things were brought to me in ******* *****, ******* when they were picked up in ********************* , as well as a down payment of $******* wish I do believe is not fair when added up to a job that they did not complete.

• Initial Complaint

  01/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  The primary complaint was the overall charge for the move. The secondary complaint is that one of the few pieces of furniture moved was broken upon arrival. We provided the items we were shipping (one dresser, one double sized dresser, a recliner and ottoman and 7 medium boxes) in order to get the estimate. The estimator provided a quote of ****** and said we had more room since it could go up to 20 boxes. When the truck came on ****** and they loaded the truck we were told that based on the size 470/sf vs quoted price based on 200/sf the estimate was now $***** and that we had to pay half up front in cash or pay a 5% surcharge to use a credit card. The only difference in the actual items were 4 med boxes and a computer chair, otherwise it was what was listed in the quote. We had to leave for ******* the next day so we couldn't take our things back, plus there would have been a cancellation fee. I lodged a complaint with the company and they said to wait until the shipment arrived in case there was any damage before adjusting anything. The bed arrived in ******* with a broken head board so the bed could no longer be used. The company promised to look in to this and credit me at least ***** I have not heard back or received any return emails or calls.

  Business response

  02/13/2022

  Business Response /* (1000, 8, 2022/02/13) */ COMPANY RESPONSE TO BBB CASE ID #: ******* - ******** ****** ******** **, **** BBB CASE #: ******* - ******** ****** Dear BBB, Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumer's said complaints to better understand, validate and fairly resolve all their issues against our company. Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and deeply appreciated. When it comes to these matters, we put ourselves completely at the customer's disposal. Rest assured that if and upon a full and thorough investigation through **************** (Claims Processing Center) we can validate that the customer's claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance with their coverage and will ensure a fair resolution to their issues. It is important for the BBB to know that, as part of our commitment to Quality Assurance and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution. In addition to that, all consumers receive informative documentation prior to their service date, advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didn't receive prior, during, or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated, and resolved in accordance with their coverage and contractual liabilities. To better understand and validate all the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company, they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. This will confirm the interaction between both parties and ensure a fair investigation for both the customer as well as the company. We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK): Bill of Lading (contract) Order for Service Household Goods Descriptive Inventory (both pickup and final delivery copies) Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.) We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns. We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing. Very Truly, ***** ****** ***** ****** Customer Service Dep. - Bay Area Express Moving. Consumer Response /* (3000, 15, 2022/03/05) */ Tony, from the company contacted me first by phone and then email and said they would be sending a check. To date, I have not received a check. I do not consider this case resolved. I had notified the BBB when they contacted me to provide an update but have not received any replies from them.

• Initial Complaint

  11/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  11/19 mover picked up family household items. Now the mover states they have 21 days to deliver interstate Move from CA to Co. I was not given a date when items will transport. My date of availability is 11/23/21 for delivery. We are still waiting in Colorado.

  Business response

  12/03/2021

  Consumer Response /* (2000, 6, 2021/12/02) */ There is a misinformation regarding this case. We have spoken directly to the movers, Bay Area Express Moving and everything was made them clear about the time line of the delivery which is different from what the broker, The Capitol City movers Florida mentioned to us. Bay Area Express moving has been very good with pick up and care of goods. We are just waiting for the goods to be drop off in our house. Brokerage Capital City Movers information did match the actual dates of the Bill of Lading of BAEM. Miscommunication of the 3rd party. We are only communicating directly with Bay Area Express Moving. Once again Bay Area Express has been very good in services. Sincerely The Mitchell Family

• Initial Complaint

  10/29/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We have two main complaints about Bay Area Express Moving 1. We were initially provided a move quote of ****** approximately one month prior to the move. On the date of the move((8/10/21), the mover arrived and was half through loading up and informed us that price would be ****** and that the origin quote was only an estimate. Thereafter they charged us an additional $800 because the destination home was not ready on the scheduled delivery date. The total paid was $*****. 2. When we finally received our belongings on 10/13/21, only approximately half of our belongings arrived, much of which experienced significant damage (refrigerator, washer, dryer, and furniture)or destruction. Of the 45 boxes that were initially loaded by the mover, only 22 boxes actually arrived. Further, many of the items that are missing are family heirlooms, my military memorabilia, tools, antique furniture, significant clothing items, etc. that are immense physical and sentimental value. The emotionally impact ha been devastating due to the loss of my children's childhood items such as report cards, school work, graduation items, etc...things that simply can't be replaced. In sum, we are devastated by the loss of our items. As both my wife and I are in our 60s and I'm recently retired due to a cancer diagnosis, we don't have the ability to easily replace the items that have been lost or damaged. As we now understand this vendor has exhibited a history of such reckless behavior with other consumers (Yelp & Google surveys), it is our hope that the Bureau can take sufficient action to: 1) facilitate the return of our items or the refund of our money; and 2) lessen the chance that other consumers can be harm by such egregious business practices.

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2021/11/07) */ COMPANY RESPONSE TO BBB CASE ID #: ****** - *** ********** November 7, 2021 BBB CASE #: ****** - ****** - *** ********** Dear BBB, Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumer's said complaints to better understand, validate and fairly resolve all their issues against our company. Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and deeply appreciated. When it comes to these matters, we put ourselves completely at the customer's disposal. Rest assured that if and upon a full and thorough investigation through MovingClaims.net (Claims Processing Center) we can validate that the customer's claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance with their coverage and will ensure a fair resolution to their issues. It is important for the BBB to know that, as part of our commitment to Quality Assurance and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution. In addition to that, all consumers receive informative documentation prior to their service date, advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didn't receive prior, during, or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated, and resolved in accordance with their coverage and contractual liabilities. To better understand and validate all the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company, they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. This will confirm the interaction between both parties and ensure a fair investigation for both the customer as well as the company. We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK): Bill of Lading (contract) Order for Service Household Goods Descriptive Inventory (both pickup and final delivery copies) Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.) We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns. We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing. Very Truly, ************************* Customer Service Dep. - Bay Area Express Moving. Consumer Response /* (3000, 7, 2021/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the business' response as they already have all of the documents referenced above and therefore should not be hindered from responding to my initial request for this reason. I will, however, send the documents the business is requesting in order to comply with the process as detailed above. As of this writing the business has failed to produce any of the lost items noted in my initial communication. I would like to keep my request to the BBB active until such time as the business remedies this matter. Thanks again for your assistance. ***************

• Initial Complaint

  10/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I scheduled my move with this company based on the estimated cost - I input all items to be moved and they provided me an estimate - and estimated delivery time which I was told was 8-14 business days. No one from the company responded to my requests to confirm the move the day before, their office doesn't answer the phone or emails on Saturdays apparently. After they loaded all my items on truck they told me I was over their estimate by almost double what they quoted me - I questioned how this could be since my list was accurate and I actually ended up not taking a queen bed and large sectional couch that I had listed. No one could give me an answer but I had to pay it or they would unload the truck so I did. I was also told by the guys who did the move that it would take 8-14 days for my items to arrive. My items have still not left CA and I've been provided several timelines for that which never happen - the date comes and goes and I don't hear from the company. Even in the fine print of their contract it says up to 21 business days which will be up on Tuesday November 2. I rented an apartment for the original delivery window I was given and am paying rent here with no furniture, I wouldn't have started my lease this early and paid over ***** in rent for an empty apartment. I want my stuff delivered by November 6 or I want a check for the cost of my stuff (which I estimate to be ****** plus what I paid for moving services which is another $****. You can see they only responded to my email inquires when I said I'd filed a complaint against them.

  Business response

  11/24/2021

  Business Response /* (1000, 5, 2021/11/07) */ COMPANY RESPONSE TO BBB CASE ID #: ****** - ******** ****** November 7, 2021 BBB CASE #: ****** - ******** ****** Dear BBB, Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumer's said complaints to better understand, validate and fairly resolve all their issues against our company. Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and deeply appreciated. When it comes to these matters, we put ourselves completely at the customer's disposal. Rest assured that if and upon a full and thorough investigation through MovingClaims.net (Claims Processing Center) we can validate that the customer's claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance with their coverage and will ensure a fair resolution to their issues. It is important for the BBB to know that, as part of our commitment to Quality Assurance and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution. In addition to that, all consumers receive informative documentation prior to their service date, advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didn't receive prior, during, or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated, and resolved in accordance with their coverage and contractual liabilities. To better understand and validate all the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company, they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. This will confirm the interaction between both parties and ensure a fair investigation for both the customer as well as the company. We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK): Bill of Lading (contract) Order for Service Household Goods Descriptive Inventory (both pickup and final delivery copies) Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.) We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns. We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing. Very Truly, ***** ****** ***** ****** Customer Service Dep. - Bay Area Express Moving.

*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. ↩