Complaints

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

• Initial Complaint

  Date:09/13/2024

  Type:Order 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.

  Relocation Express a moving company agreed to move furniture from ** to ** for $1,800, agreed on $650 down payment, which was withdrawed 0n 8/27/24 but in addition they also unauthorized withdrew $1,000 on 9/9/24, Relocation express gave the job to Sala movers who then requested $3,000 and wanted payment only through Zelle, when I decline to do so, I requested my deposit back, they refuse to, now I am out of the unauthorized withdrawal and my deposit a total of $1,650 and my furniture is still in storage in **, please help, I am 70 yrs old and on a fixed income

  Business Response

  Date: 10/08/2024

  Hi 

  We agreed to move 300 cubic feet for the at price. We asked you for another $1000 because you wanted to add more items which would exceed the 300 cubic feet. You said you would not pay it. You told us to  keep you as a customer we would need to move the other items for free. You signed a binding agreement that tells you the deposit is non refundable. The contract also states that if you exceed the allotted space you would be charge accordingly. We were willing to move the 300 cubic feet the original price. You told us you wanted to cancel and like we told you the deposit is non refundable. 

• Initial Complaint

  Date:08/29/2024

  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.

  I contracted with Relocation Express to ship my goods from ********* to *****. 3 days out, **** called to review the inventory. I told him I would call him back in a few hours, which I did. He then said "I will call you back in 10 mins." I called him repeatedly over 48 hours - he never returned the call. Finally on the eve of my move, I called him AGAIN and asked why he didn't call back, he said very rudely "well maybe I was busy!" I told him that was unprofessional and he hung up on me. The next day, the movers were no show, no call. I called RE and got a recording that said it's after hours, send an email to support. I sent multiple emails - nothing. I was forced to pay a storage company over $500 to pick up all my goods and take them to storage. Then ******** called and said I PROMISE the movers will there tomorrow. I waited all day at the storage unit. the driver called late in the day to say he broke down and was not coming. I was due to fly out that night, but had to change my ticket at further expense. Again, ******** PROMISED someone would come the next day between 8AM and 9AM. I also mentioned that **** never took an inventory and I had more items to add, and he said "don't worry about that." The next day the driver finally called at 11AM and arrived at ****. He said "RE reserved 300 cubic feet and you have 800 cubic feet. You need to pay over $3,500 more or we walk." They walked. It was a Monday mid-day, but when I called RE I got the after hours recording the rest of the day. when I finally reached them, the receptionist refused to take a message and hung up on me. Multiple calls and emails later, no response. The company is owned by ***************************. I will be suing them in small claims court.

  Business Response

  Date: 08/29/2024

  we will look into this

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22213244
  
  I am rejecting this response because:
  

  "We are looking into this" is their way of stalling on refunding my money.  I paid them $1,650 as a 50% deposit on the move.  Their no show over the course of 2 days meant I had to change my plane ticket ($179) and move all of my things into storage which cost me $512.  None of those expenses would have been incurred had they not failed to show up 2 days in a row.  And on the 3rd day they STILL did not pick up my items - the driver said my items exceeded the space reserved.  When I could not reach anyone with Relocation Express, the driver left. 

  I tried multiple times to give an inventory to **** but he was quite rude and hung up on me.  There was no one and no other opportunity after that to provide an updated inventory.  I called them all day on Monday, Aug 26 and despite it being a normal work day, their phones were on the after hours message the entire day.  They have no voice mail and no one responds to the email address for "support".  I sent multiple emails - still haven't had a single response. There is nothing to "look into" on this....the facts are clear.  They failed to provide the service contracted for, they are in breach of contract and they owe me the money.  Not later, now.  I have filed this complaint, as well as one with the FMCSA.  I plan on filing a small claims lawsuit Tues morning if they have not responded by then and I will go after all the money they owe me for all expenses incurred due to their multiple failures.  I offered in writing to go to mediation - of course, no response. 

  I have posted reviews on 5 websites to alert people to their scam.  ************************* will wish he had simply paid me off when this is all said and done.  It is a clear cut case and when they lose in court, they will also owe me all the court costs on top of the other expenses.      
  Sincerely,
  
  *******************

  Business Response

  Date: 08/29/2024

  Yes, we know you left reviews everywhere. You are NOT getting a refund. You miss represented what you had. You never called us back when we scheduled a call to go over your things. You said you would go to the unit and never called back. You have been a nightmare from the very beginning. When ever you have a business that deals with the general public 99 percent of people are good people and easy to work with with. The one percent like your self are the ones who cause problems for every one. 

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22213244
  
  I am rejecting this response because:
  

  LIARS!  I called **** back multiple times and could never reach him.  When I finally got him 12 hours before the move was supposed to take place, he refused to talk to me and hung up on me for the 2nd time. When I spoke to ******** the night before the 2nd set of movers were supposed to show up and didn't, I told him I had things to add to the inventory and he said don't worry, they can deal with it when they get there. then when the 3rd set of movers finally showed up, they said they didn't have enough room for what I had and walked off.  Yes, I am angry because you have cost me a lot of time and money, and you scammed me for $1,650.  You are frauds and I will collect in small claims court because you have no legitimate excuse for all of your failures, lack of communication and extremely rude employees.  Now I can see why **** said "I don't have to be nice to you - I am not in customer service."  He learned from you that is an acceptable way to treat people.  I am very fair with people who do business professionally but you do not.  You have dozens of terrible reviews on Reddit and other sites and now I know why.  I will pursue my claim in court and I am talking to the ***** today about the complaint I filed with them to be sure they are aware of your fraudulent business dealings.     

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

• Initial Complaint

  Date:08/15/2024

  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.

  ***** from relocation express started this transaction in 5/24. I explained to him my mom going from ******** to *******. We could be flexible with our dates in August. It was aam apartment with approximately 20 to 25 boxes and one queen size bed only. he said based on the volume, he would put us with another truck. Binding estimate was $1655.04 for 300 cubic ft and $615.50 Paid by credit card. On August 6 week, my mom reached out for date time confirmation pick up. We were told we would get a call. She reached out again the day of the 12th and was told we would have a call from the driver about an hour or so in advance Driver called and showed up at 5:40 PM Monday An unmarked white truck showed up with two gentlemen. they stated the amount of items was ************************************************************************************ money order was allowed. The one gentleman started moving items into the truck prior to my mom signing any paperwork. The other gentleman kept insisting she sign paperwork told her it was going to be an additional $75 per trip because we had such a long driveway I have pictures that show it is 45 feet. he refused to take the items off the truck when she said the price was over double what we were quoted. After she signed it, he finally then stated it was 400 ft. over the original 300 ft. Sala moving in storage was a van company I called relocation express the office at 5:48 And the woman who answered said I dont know thats just an estimate. Ill call the driver and let you know. I never received a call back from her. I called four more times that day. I have emailed also. I was hung up on when I asked to speak w **** or *****. I spoke with the driver on 8/12 Who said yes it was more cubic feet would not show me the items or the measurements told my mother he had a follow her to the *** for cash. Very shady his contract high high price per cubic ft More documents available

  Business Response

  Date: 09/09/2024

  We are sorry to hear you were not satisfied. We do our best to estimate but when it is a small move we can not come out to the house it is just not cost effective. We are off a bit by 100 cubic feet which is not that much. We do not have a **** here so I am not sure why you wanted to speak to him. We do our best to estimate the right CF estimated and we do apologize that we were off a bit.     

• Initial Complaint

  Date:08/10/2024

  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.

  This moving broker would not provide any details regarding the contracted movers that were to have contacted me by the day before my move. The employee I spoke with had a disgusting attitude and would not give me her name, let me speak to anyone else, would not tell me the name of the moving company, and would not give me their contact information. She instead laughed at me and would only say that the movers would likely arrive between 12 and 2pm and that they would call me that day. So at less than 24 hours away from me moving out of state, I don't know for sure when they'll arrive, how my apartment should be organized for them, or have a timeline agreed upon for delivery. I also couldn't get ahold of the man who I directly booked the move with. The movers didn't reach out until the next morning - the morning of my move. After figuring out their company name, a quick search revealed numerous complaints online including customers stating it's been 6 weeks and they still haven't received their belongings. When I asked the mover about the complaints he basically said they're all lying. This broker and its contractors are running a scam by giving low-budget quotes while requiring a large deposit to be paid up-front by e-check so customers can't dispute the charges with their banks. The contract also has clauses that don't require them to adhere to any timelines and frees them from any and all responsibility regarding the move. I wish I would have asked my family members who are attorneys to look over this contract and to help me research these companies before booking. This is my first time using movers and I'm a single woman in graduate school. As a student, I really can't afford to forfeit the $765 deposit I paid or to book a completely new move, but the only other choice was to basically have my belongings stolen. This has been a horrible experience but it's definitely a mistake I will never make again. Please do not book with this company.

  Business Response

  Date: 08/11/2024

  we are sorry about your experience we will be looking into this

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22122711
  
  I am rejecting this response because: no specific action is being outlined nor any effort to right this wrongdoing. Relocation Express caused undue stress on me as an optometry student moving out-of-state to complete my 4th year clinical rotations. I do not have any income at all, let alone a disposable income. After having to forfeit my deposit and book new, trustworthy movers at the last minute, this move ultimately cost twice the amount I was prepared for. With losing thousands of dollars, I am now in a poor financial situation for the foreseeable future. The right thing for this company to do would be to return my deposit.

  It may also be worth noting that the disrespectful woman I spoke with claimed to be the owner of the company, which I do not believe for a second. A company owner would never speak to or treat their clients the way that she did. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/01/2024

  Type:Product 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.

  My husband and I contacted this company seeking moving services. We were quoted a price and had to pay a $500 deposit, which was paid on July 29, 2024. We were scheduled for a move on July 30th. The movers showed up and instantly stated we were under quoted and that it would be at least $2000 more. The driver went to his truck to make a call and then drove off. When we contacted this company, we were told that the movers knew what they were doing and that it would probably be that much. We told them that we were not willing to pay that much more and asked if we could just continue with the agreement and move the amount of items that would be covered under the current agreement. The person on the phone hung up. When we tried to call back, she states that if we wasn't willing to pay more then there is nothing they could do. We asked for a refund and was told no. When we stated we would dispute it, her reply was do what you have to do. This company violated our agreement and committed fraud by creating an agreement they had no intention of honoring. They were given a complete description item by item of everything that was to be moved and all instructions. Why would you purposely under estimate a service just to defraud the customer into a service agreement. I need my money back.

  Business Response

  Date: 08/27/2024

  we do not have a file under this name. Was there another name on this file. Can you provide us with a job number?

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22079666
  
  I am rejecting this response because: to answer your question. The order was placed under my husband's name. *************************. Our move date was scheduled for July 31st. The address was **************************************************
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/29/2024

  We have no record of this. The name that was given is not in our system

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22079666
  
  I am rejecting this response because: I have a copy of the bank record. It won't let me attach it. The funds were withdrew through an electronic check on 7/25
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/19/2024

  Type:Order 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.

  On June 17, 2024, I entered into a contract with this moving company to move our belongings from *****, ** to **********, **, a deposit of $883 was made to the company named in the contract, contract was drawn up by a gentleman named *********************************. He assured me that the move would be handled with no worries. On June 25, 2024, *********************** called to get a list of items to be moved, at this time he tried to upsell and renegotiate the price, stating that we needed more room for the move, I declined the offer and stated I would get rid of furniture if this was the issue. ***** stated that it was fine and left the contract as is and assured me that the movers would arrive on scheduled date, July 28, 2024. No contact from movers on that day. I called ***************** was told they would be there between 12-2pm on the 29th, no one showed up, this was a Saturday and customer service is closed. After emailing and calling every phone number I could find, a supposed dispatcher called from a phone number that came across as a ****** shop he stated that it would be 6-8 pm. Again no one showed up. We had to rent a U-haul,and a trailer and move ourselves. on July 1, 2024 I called the company and requested a refund, customer service stated i would get a check in 14 days, I have not received anything. I called and was told an **** would call me back and I have not received that. I tried calling and left a message per the answering machine message, still nothing. While I personally feel we should get more for our troubles, I just want the $883 back. I have no invoice because the link they had sent me shows move was completed, which it wasn't.

  Business Response

  Date: 07/21/2024

  Lets at least tell the truth about what happened. We did speak to you before the move this is true. You wanted to add items and not pay for the space it took up. This was not an up sale. You want to use more space it costs more. You declined and said you would just take what you originally told us you had, which is fine. The driver called you when they were on their way. Your husband was verbally abusive and began to make threats  The driver let you guys know he will not work with you guys if this is how you would act. Your husband calmed down and agreed not to act that way. The driver called again to say he is almost there. Again, Your husband started with the threats, which he did VIA text and we have copies of this. The driver said he will not deal with people like you and will not pick you up. We sent you a check to the address you have have on file over a week ago. I do find this funny how you just write this complaint and act like some innocent victim. If you husband would have just acted like a normal person you would have been picked up with no problems

  Customer Answer

  Date: 07/22/2024

  I wasn't adding items that I had already discussed with ****************************** just continued to say it was more than what the original quote was.  Also I really have no idea of what my husband said to the driver or the dispatcher.  And we have not received any check whatsoever. When exactly has this check gone out?

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22014674
  
  I am rejecting this response because:

  I wasn't adding items that I had already discussed with ****************************** just continued to say it was more than what the original quote was.  Also I really have no idea of what my husband said to the driver or the dispatcher.  And we have not received any check whatsoever. When exactly has this check gone out?
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/05/2024

  Again, The truck was on the way there. The problem was the customer was abusive with the driver and the staff over the phone. If you knew how to speak to people like a normal human being we would not have had this prob. Again we sent a check weeks ago

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22014674
  
  I am rejecting this response because: while they keep insisting that they sent a refund check I still have not received anything. I would appreciate some proof of supposed check they have sent. A check number, when and how it was sent. I feel over a month is ample time to receive it.  I would appreciate it if they would reissue a new check to my address listed in this claim and provide a tracking #.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/06/2024

  I just called the bank the check as not been cashed we will send a new one. We are going to send it to the same address  *******************************;omaha  NE  *****

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22014674
  
  I am rejecting this response because:

  I still have not received replacement check. As you can see on this complaint and being as we hired you to move we are no longer in ********, please use the ** box *********************** address provided in the complaint 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/26/2024

  Type:Product 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.

  Dear BBB,I received a fraud quoted and got in a contract on a SAME DAY door to door moving service, and later was only given a service with another pick up window doesn't work for me and a 7-10 business days moving window.I quoted a same day residential moving service from ************ to ************ for 6/28. On 6/22, the sales rep ***** called me and provided me a quote of $1505 for my inventory list for SAME DAY moving. The price is reasonable for the same day moving service. I specifically mentioned I reserved the loading dock for 6/28 2-6 pm and asked him to confirm with the driver and make sure it's doable. He confirmed. I asked him to include the date in the contract. He explained to me the move date 6/27-28 windows is the pick up and drop off date also. He needs a backup date 27 in case 28 is a bad weather, but put down my preferred date as 28. We signed the contacts and I paid the $465 deposit. On the day before moving, I called the customer service and asked for the confirmation of my pick up time, then the customer service told me they can pick up on 6/27 (only option), and then drop off will be 7 to 10 business days later. It's against the agreement between me and the sales. The customer service highly asked me to take it or to cancel it, and highly suggested me if I request to cancel she will try to get my refund back. I then emailed and asked to cancel the service refund. And immediately received an response with cancellation with no refund. With the wrongful binding agreement, I request to have my full refund back, and additional expense for me to look for the replacement service in the last minutes.

  Business Response

  Date: 06/27/2024

  We were set to get you picked up yesterday. The contract you signed did not say anything about the good arriving on the same day. You may have assumed it would have but that was never agreed upon

• Initial Complaint

  Date:06/22/2024

  Type:Order 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.

  Paid deposit of. ****** for company to move furniture 2 days before move date I receive a call to confirm move and go over items to find out most of the items I spoke to first guy about wasnt on the list entire job was to cost 1,****** and now company wanted almost ******** I refuse and confirm I want to stick to original contract day of move June 22 2024 moving company arrives with contract for ******** job and stated I paid ******** and signed second contract which I deny and show bank records to confirm movers then leave without taking any furniture and now I cant get anyone from the company for my refund

  Business Response

  Date: 06/23/2024

  When we did the quality assurance call we told you that you had an extra 200 cubic of feet. We told you because the truck is not there we can add it for $700. You refused, we told you if the driver shows up and you have more stuff that needs to be moved then we were told about it would cost more then $700. You understood that and said if it would cost more you would leave it and only take what was on the list. You can call us between the hours of 10 am to 6 pm EST Monday-Friday. The number is on the contract. Often when people finally pack they realize they have more stuff then they thought. This is why we called you a head of time so no one had any surprises. Of course you can always choose to take what was on the original list for the same price but you cant add stuff and expect us to do it for free.

• Initial Complaint

  Date:06/17/2024

  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.

  Was provided a moving quote from relocation express on May 9th 2024 for a moving date of My June 10th - 11th (date items were to be picked up) and a drop off date of 6/15/2024. A different company showed up (I Relocate ********* on 6/10 to pick up the items and they charged me an additional $2400 then was on the quote because they said the items took up more space than estimated. I signed a paper with a delivery date of Saturday 6/15, but on 6/15 the movers never showed up to deliver to the new location and no one called or emailed me to let me know the **** I have called and left messages but have not received an answer.

  Business Response

  Date: 07/12/2024

  This is the first we are hearing about this. If you need more space on the truck the price will increase. We will reach out to the driver to find out and ask them for pictures. Delivery is not guaranteed you put down a requested delivary date it is not a guarantee. Right below that dates it states that in the contract. Once we get the pictures if it appears you were over charged will be giving you a call. 

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21859897
  
  I am rejecting this response because:

  IT HAS NOW BEEN OVER ONE MONTH SINCE PICKUP (WHICH WAS ON JUNE 10TH AND IT IS CURRENTLY JULY 12TH) AND I STILL HAVE NOT RECEIVED MY ITEMS. NO ONE IS GIVING ME AN ETA OR IS ABLE TO TELL ME WHERE MY STUFF IS AT OR IS TELLING ME THE REASON FOR THE ****** SO FAR I HAVE PAID THE BALANCE THAT HAS BEEN REQUESTED FOR ME TO PAY UP TO THIS POINT AND AM READY TO PAY THE DRIVER THE FINAL BALANCE ONCE THE ***** SHOWS UP.
  

  I AM REQUESTING AN ANSWER ON WHERE MY ITEMS ARE CURRENTLY LOCATED AS WELL AS THE NAME OF THE *****ING COMPANY AND DRIVER WHO IS SUPPOSED TO BE DELIVERING MY ITEMS, AS WELL AS AN ETA.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/15/2024

  Thank You for bringing this to our attention we are tring to get it to you ASAP

• Initial Complaint

  Date:06/05/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked moving services with ****************** I booked the services under false and misleading information and paid an ****** via zelle. When I booked I provided ****** with all the information for her to provide me with accurate information I was told the services would cost me $2300 I was guaranteed this was not an estimate or quote but the final binding price. I was reassured this price would not increase nor decrease. The next day I could not get in contact with ******* and come to find out the driver did not have any of my information nor was I on his schedule for a pick up. The driver then stated he had a full day but he would squeeze me in. The driver came between 5pm-8p when he came he said he didnt have enough room on his truck for my belongings and also he told me it would cost me an additional *******. The driver was old me to call ******* while he was present I did so but she then blocked my number. The driver also stated he would not be able to store my things in ********* but could be stored in **********. I advised him the only reason why I booked was because I was informed they could bring my things to ****** and take them to the storage facility that ******* provided me. Long story short I did not proceed with services and have since trying to get my deposit back but nobody will respond to me. Everytime I call I speak with ************** asked for management but she does not provide me with their information. She has offered a credit but I refuse to do business with this company and is simply requesting my deposit back.

  Customer Answer

  Date: 06/05/2024

  Hello, 

  I forwarded an email thread that I have between myself and the merchant to ************************************* 

  Please see the below of what has happened with this entire situation. 

   

  Express relocations - Ref # E5380580
  2374 (storage included 30 days of storage with free delivery). $125/mo 
  Deposit 800 (paid)
  787.70 pick up due on 5/29
  787.70 delivery (after I take it out of storage) - need 5 day notice 
  Pick up 5/29
  Cancellation waived 
  
  
  Storage: 
  Climate control 
  ***************************** ******, ** 75204
  Free Re-Delievery 
  Cancellation waived
  
  
  Dispatch: ************ (***)
  Driver: ************ (****) 
  Hirer up (******************)
  ************ 
  
  
  Broker: ***** & *******
  DOT 4116149
  
  
  
  
  Dispute # ******-823046
  On Tuesday May 28, 2024 I booked with Relocation Express (a moving company). I spoke with ****************** ************** about getting moving services from *******, ** to ******, **. ******* was very nice, very detailed and helpful (at least thats what I thought at the time). 
  
  
  ******* confirmed this was not just a quote/estimate but this was the final binding price ($2375.40). After booking ******* told me I will hear something from the movers between 6-11AM on 5/29/24 (I did not).
  
  
  The next day 5/29/24, I texted ******* asking her how do I need to pay the driver/movers when they arrive, she responded saying she had just got into the office and will check. At 10:37 AM I texted her again asking her for a timeframe for the movers arrival (no response), I then called the company ************ and spoke with *****. I asked to speak with ******* she advised that ******* was not in. I told her that was in fact not true as per ******** text from this morning she was in the office. ***** stated ******* was not available but she will call dispatch and have the driver call me. 
  
  
  I then received a call from the driver, **** in which he stated he had no knowledge of a moving assignment for me. He stated the company never gave him any information at that time so I sent a copy of the agreement. **** then stated he had a full day already booked but will try to squeeze me in between 5pm - 8pm. I thought all this was strange so I called the company back and asked to speak with ******* again but kept only getting *****. I then asked ***** if she, the driver, and I could have a conference call so I can ensure we all have the same information. ***** stated the driver is busy and pretty much did not want to. 
  
  
  Approx. around 7pm. The driver came to inspect my items that were going to be moved but then told me that he still had not heard back from ***** or ******* about the location drop off and never heard of them using a storage facility before, he asked if I could call the the company right then in which I did but then I found out my number was blocked. I asked the driver to call but he did not. The driver then stated the information and pricing I was provided was inaccurate and misleading. The price would be an additional $2000 on top of what I agreed to. I informed him that is not what I was told and if I had I been provided this information beforehand I would have not paid the deposit because this is not something Im agreeing to. I then tried calling the ***** and ******* again and no answer. The services were not completed. 
  
  
  The next day May 30th I called Briannas direct line and my number was still blocked. I then called the company again and got ***** again I asked if there was a manager or anyone else I could speak with and she said no there is no manager but I can email *************************************** and a manager will reply. I asked how can I get refunded my deposit she said I would need to email the manager and wait for a reply, I asked how long will this take and she said she did not know. I hung up sent an email and another text message. I then called the company back ***** answered I told her I was following up on my email I asked for the name of the manager her response was what do you mean I said just like your name is ***** whats the name for this manager she stated she did not know. I told her I want my $800 back she said I would not be getting it back, I told her I would file a dispute with my back her response was do what you have to do. The call was disconnected. 
  
  
  
  
  I spoke with *** on 6/1/24 @ 8:37 MS
  he called to follow up on my email, I explained everything and he said I was not lied to, I asked him to go back and pull the calls and he stated they do not record their calls. 
  He stated he does not have the authorization to refund a deposit but can give me a credit for any future moves
  *** stated that I can call ****************** on that following Monday and he should be able to assist. I called that same day left a voicemail, and still to this day have not spoken with a manager
  
  
  I have had back and forth emails to the support email address asking who am I speaking with (no response). I then received an email (that also had improper grammar) stating that I was quoted more by the driver due to having more items than what was quoted and they had pictures to prove it. I requested those photos in which they sent them over and everything item in the photo was accounted for on the quote sheet. I asked what was the reasoning now and no response. 
  
  
  I have asked ***** if I can speak with someone else in customer service or manager and she says she is the only person. ***** has hung up on me several times and has ignored my calls numerous times. This has been and ongoing issue since 5/29/24 and have yet to be resolved and all Im asking for is my $800 deposit back that was sent via Zelle. 
  
  
  I have notified them that I will file a compliant with the BBB and with FMCSA against their DOT number. 
  
  

  Business Response

  Date: 06/06/2024

  Good afternoon!

  We are very sorry for this situation that happened to you and we hope you find a solution.
  
  In this case I think she has the wrong company, your name is nowhere in our records, and systems, and no ******, *****, **** or any of the people she mentioned in her complaint works at our company.
  
  We recommend that you look for the company that really caused all these incidents and make the claim directly to them.
  
  We appreciate if you can clarify this with the BBB since we are affected by this complaint in our profile and we have nothing to do with any of this.
  
  We wish you good luck and that those responsible for all your problems can be resolved.

   

  Customer Answer

  Date: 06/06/2024

  Hello, 

  The company is Express Relocations LLC this is their website ****************************************

  Business Response

  Date: 06/06/2024

  Please note that we dont have anything to do with RELOCATION EXPRESS. THE NAME OF OUR COMPANY IS CALLED XPRESS RELOCATIONS LLC WHICH IS NOT ASSOCIATED IN ANY WAY WITH RELOCATION EXPRESS. WE DO NOT HAVE ANY OF THOSE PEOPLE WORKING IN OUR ORGANIZATION SINCE IS NOT THE SAME COMPANY. PLEASE NOTE CLIENT NEED TO FIND RELOCATIONS EXPRESS CORRECT PROFILE IN BBB SINCE BY ERROR USED OUR PROFILE. WE APPRECIATE YOUR ASSISTANCE HELPING THE CLIENT FILE THE CLAIM TO THE RIGHT COMPANY. THANK YOU 

  Customer Answer

  Date: 06/06/2024

  Hi, 

  I put in my last notice the company "Express Relocation LLC" *********************************************;

  Their email is *************************************** and phone number is ************** or ************

  Business Response

  Date: 06/10/2024

  Hi This move was booked one day before pick up. Most of our customers book ***** days in advance. They do this because it is very hard to get a carrier out there in such a short time. She reserved 300 cubic feet. When the carrier showed up she had more then 300 cubic feet but did not want to pay for the extra space. Unfortunately when a move is booked last minute we try to do our best.  Most moves we will go over the inventory again but in this case we did not have time. We are sorry this happened and wish it didn't but we need to charge for the space that is used on the truck.

  Customer Answer

  Date: 06/11/2024

  When I booked with **************** explained to her the reason why I was booking one day in advance in which she expressed I would be charged more because of the last minute move in which I was 100% okay with. When I provided with detailed every item that was going on the truck in which ******* told me I would need 357 cubic feet. When the driver arrived I had exactly what was described but he did not have enough room on his truck again because the broker failed to even give him my assignment. I was the one who contacted dispatch and then the driver and forwarded the driver my pricing sheet I received from *******. I am not the one who determines how much cubic feet is needed that is the brokers job to provide that information per the inventory I let them know I have. At this time I am requesting a refund of my $800 deposit since I was provided false information before booking. Needless to say my number has been blocked when I did try to contact ******* directly and also when I asked to speak to a manager ****** told me there was no manger I could speak with. When I spoke when *** another sales agent he offered me a credit which I do not need. I am wanting a refund of my $800.00

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21807495
  
  I am rejecting this response because:

  When I booked with **************** explained to her the reason why I was booking one day in advance in which she expressed I would be charged more because of the last minute move in which I was 100% okay with. When I provided with detailed every item that was going on the truck in which ******* told me I would need 357 cubic feet. When the driver arrived I had exactly what was described but he did not have enough room on his truck again because the broker failed to even give him my assignment. I was the one who contacted dispatch and then the driver and forwarded the driver my pricing sheet I received from *******. I am not the one who determines how much cubic feet is needed that is the brokers job to provide that information per the inventory I let them know I have. At this time I am requesting a refund of my $800 deposit since I was provided false information before booking. Needless to say my number has been blocked when I did try to contact ******* directly and also when I asked to speak to a manager ****** told me there was no manger I could speak with. When I spoke when *** another sales agent he offered me a credit which I do not need. I am wanting a refund of my $800.00
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 06/15/2024

  Hello, 

  I still have not heard anything back from from my last response, please advise.

  Business Response

  Date: 07/08/2024

  You reserved 357 cubic feet of space  for your move. When we did our pre pick up phone call after going over your items again we told you that you needed about  another 100 cubic feet of more space to bring everything and said it would cost $500. We did this because we did not want the driver to show up and not have the room. You told us "it was not going to go that way". You refused to add the additional space and when the driver showed up he did not have enough room. You could have put 357 cubic feet worth of items on the truck but you would have had to figure out how to get the rest of your things to the new home. You were given an estimate and sometime they can be a little off. We try to estimate the best we can and often by the time the customer is done packing hey have a bit more things then they thought. Since we came out to your house the deposit is non refundable. We wish it did not go this way but this way but this is what happened.

  Customer Answer

  Date: 07/08/2024

  Im sorry but none of this information is true. The only person I spoke with regarding this booking is ****************** No one called me informing me of the extra square footage, in fact no one even gave the driver my information. I have attached screen shots for your reference of me reaching out to ******* the day the driver was suppose to come, and no response was received. At this time I am still requesting my $800 back. 

  There was poor communication between you and the driver. The driver clearly stated he was not aware of my assignment until I CALLED HIM & then told me he would try to squeeze me in 

  Customer Answer

  Date: 07/08/2024

  Attachments added. Again, no one called and informed me that I would need an additional 100 sq ft. The driver didnt even have my contract until I called dispatch and texted the driver a copy of my contract. 
  

   

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21807495
  
  I am rejecting this response because:

   

  Attachments added. Again, no one called and informed me that I would need an additional 100 sq ft. The driver didnt even have my contract until I called dispatch and texted the driver a copy of my contract.
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/08/2024

  No one called you? We had a whole conversation with you and at first you sad you wanted to cancel then you chose not to cancel. If your going to outright lie what is the point of this and what do you think this will accomplish?

  Customer Answer

  Date: 07/08/2024

  In your last message you stated someone called me and told me I would need an additional 100 sqft, that in fact is not true. I didnt speak with anyone before the driver came out regarding adding additional sq ft for my things. In fact, per my screen shots that I uploaded with my last message. I reached out to you guys the day the driver was set to come trying to get driver information and scheduling info. As you can see I never received a message from *******, following my message. 
  

  Again, as I previously stated when I spoke with the driver he had zero knowledge of my information and did not have me on his schedule as he never received any correspondence from you guys (per my conversation directly with the driver). I am the one that sent the driver my contract in which he replied he had a full day and would try to squeeze me in at the last minute. When the driver came he did not have enough room on his truck for my things. 
  

  This has been an ongoing issue since I booked with you all on 5/29/24. I have requested several times on numerous occasions to speak with a supervisor but the only person I get everytime is ***** (who has not been any help). It  is now July and all I have been asking is my $800 back since. I paid a deposit for a service I did not get and booked under false pretenses. I dont want/need a credit (per Bens offer) all Im asking for is my $800 refunded to me so we can all continue with our lives and business. 

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21807495
  
  I am rejecting this response because:

   

  In your last message you stated someone called me and told me I would need an additional 100 sqft, that in fact is not true. I didnt speak with anyone before the driver came out regarding adding additional sq ft for my things. In fact, per my screen shots that I uploaded with my last message. I reached out to you guys the day the driver was set to come trying to get driver information and scheduling info. As you can see I never received a message from *******, following my message. 
  

  Again, as I previously stated when I spoke with the driver he had zero knowledge of my information and did not have me on his schedule as he never received any correspondence from you guys (per my conversation directly with the driver). I am the one that sent the driver my contract in which he replied he had a full day and would try to squeeze me in at the last minute. When the driver came he did not have enough room on his truck for my things. 
  

  This has been an ongoing issue since I booked with you all on 5/29/24. I have requested several times on numerous occasions to speak with a supervisor but the only person I get everytime is ***** (who has not been any help). It  is now July and all I have been asking is my $800 back since. I paid a deposit for a service I did not get and booked under false pretenses. I dont want/need a credit (per Bens offer) all Im asking for is my $800 refunded to me so we can all continue with our lives and business.
  

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

  Customer Answer

  Date: 07/11/2024

  Hello, 

  per my last message I would like to resolve this matter by receiving a refund of my $800 deposit. Please advise the status of this. If we cannot resolve this matter I will have to proceed with filing a case with the small claims court. I would hate to waste anymore time on this matter.