ComplaintsforNational Express Van Lines LLC

• Initial Complaint

  03/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The date of the transaction was 1-11-2023, but they said I had a moving date for 1-7-2023 and 1-8-2023, all fabrication. I called on the 4th to inquire about the service. The amount of money is $644.00. My deposit was given on 1-11-2023 They would load the truck in Georgia and unload it in ************ for drop-off.The nature of the dispute After I paid the deposit, they wanted more money. I said to give me back my deposit the same day they said to call customer service and she will give it back. When I called customer service she said we don't refund the money, so I put a dispute in and asked for an investigation. My credit union BCU said the card service will not release the money, and called the company back and try to get it back. The company is a fraud. I am a senior on a fixed income and need my money. How can anyone take your moving money?Thank You ************************* ************

  Business response

  03/23/2023

  When we tried to refund this customer informed us they would be doing a dispute with their bank.

   

  At that point we can not refund in fears of a duplicate refund.

   

  Ty

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 03/11/2022 I hired ************************* of Everest Relocation to make a small move from ***********. to *********** ******* .I was required to give ****** in a ck auto withdrawl. The move was to take place on 3/29. I was supposed to hear from them for a time. The day of the move they would not return my phone calls. They answered then hung up then it would go to vmail. I had to be out of my apartment the next day with a plane to catch. I had no other choice but to hire another mover as night was here. Then I received a weird text saying he was on his way. He would not identify himself. When I called he would not answer. When he finally did text i said I had to hire another mover, who wouldn't have. He then texts me back and said you just lost your deposit. This is the shadiest company. At the time this was under my married name of *******. I have tried numerous times to get my money back but major avoidance. **************** rep ***************** also avoided me. She called it poor communication in an email. They also go under National Express Movers. I saw numerous complaints on them. I am hoping to get my deposit back as I was starting out and the stress it caused me was unnecessary. Thank You ***************** ******* ************ ******************* ************************** *********** ******** Everest Relocation ************ ********** ** dot ******* mc ******** ******************************************************************************************* i HAVE COPIES OF EVAERTHING IF YOU CAN GIVE ME AN EMAIL TO SEND

  Business response

  03/23/2023

  This is not our customer.

  ************************* has not worked here in 18 months.

   

  I am assuming he must have given you this name by mistake?

• Initial Complaint

  02/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company misrepresented their service. The original phone conversation presented a service that was all inclusive ie. they would provide boxes, do the packing, loading truck and delivering the house goods to a storage area near our new destination for the quote provided from the initial employee. The second point of contact was with an email for us to sign the docs based on our initial good faith conversation with the 1st employee. The 3rd point of contact was when the movers showed up under the influence of what smelled like marijuanas and late into the evening, not in the early afternoon as originally scheduled. When the movers arrived they stated they were not responsible for packing and that they did not have the boxes that were needed to pack and that we would now be charged additional charges for boxes and packing materials ie. bubble wrap. They were also going to charge us for items already listed on the invoice. Needless to say the price was going to go way over our original price the original employee said that it would not exceed. We attempted to call all the contact numbers that we had for this company to no avail. We then submitted to our credit card company for dispute for a refund. In the contract, small print, the deposit is non-refundable, so we are out $1266.77. This company clearly takes advantage of people by misleading what they provide in the first conversation and the 3rd party showing up late stoned and also more importantly not being able to reach either the 1st point of contact who made the agreement and the 2nd point of contact who did all the contracts and setting up the 3rd party movers. We feel this is a scam we like to call bait and switch. Im not sure if everything on here is what you agreed too. Let me know everything is as you discussed- or txt me to just sign Bon Begin forwarded message:From: ***** - Everest Relocation <*********************************>Date: December 18, 2022 at 5:57:08 PM EST To: *************************** / *************************** <***************>Subject: Your Moving Estimate ******* Reply-To: ***** - Everest Relocation <*********************************>?ESTIMATE NUMBER D******* ******: ******* ICC MC: 01342546EVEREST RELOCATION *************************************************************************************************** ************** Fax: ************ ***************************************** MOVING ESTIMATE ORIGIN:DESTINATION:Customer:*************************** / *************************** Customer:*************************** Address:******************* Address:*************************** Location/Level:House Location/Level:House Floor/Apt: Floor/Apt: City, State, Zip:*********** ************************************************************ CONTACT INFORMATION:GENERAL INFORMATION:***** 1:********** Estimate No.:D******* ***** 2:********** house Move Type:Long Distance, 751 miles ***** 3: ********************************************* ****** Move Date:12/21/2022-12/22/2022 Email:*************** ******************* INFORMATION: SERVICE CHARGES:Representative:************************* Rep. *****:************** Rep. E-mail:******************************** Estimated Volume:610 cf.Estimated Rate:$3.30 per cf Total Tariff$4872.00 Tariff Discount: 58.68%-$2859.00 Basic Estimate Price$2013.00 Fuel Surcharge: ***** % $201.30 30 days of storage$0.01 Binding Estimate Fee$1031.98 Basic Valuation Protection:$0.60 per lbs. per article$0.00 Total Estimate Quote$3246.29 Customer Payment:$1296.77 ARTICLES LIST: 24 Items, 49 Pieces QtyItems 1 Bed, Bunk (with Mattress) 2 Book Shelf 5 Box, Book/small (1.5 Cu. Ft.) 10 Box, **** Pbo 18x18x18 1 Captains Bed (full) ** Mattress Only 2 Chair, Folding 1 Chair, Rocker 1 Chair, Single QtyItems 1 Chest, Cedar 1 Child, Toy 2 Dresser, Double 2 Dresser, Single 1 Headboard ** Shelves 1 Kitchen Island 2 ********** ******** 1 Mirror 46x30 QtyItems 1 Ottoman, Sm. 8 Plastic **** **** 1 Rug, Area (sm.) 1 Sofa 6x3x3.25 1 ****** ****** 1 ****** Kitchen (sm.) 1 Wagon 1 Wooden Table With 2 Chairs

  Business response

  03/23/2023

  This customer charged back on us with their bank.

   

  We have been coresponding with their bank.

   

  We are sorry you feel services were misrepresented.

   

  We will continue to work with your bank.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed a contract with Everest Relocation company on Jan 23, 2023, my move date is scheduled for March 24, 2023. I reached out to the company on February 17th 2023 through email stating due to unforeseen circumstances, I have to cancel my move and therefore requesting my scheduled move with the company be canceled as well. As stated per agreement I put in writing, this is my notice to Everest Relocation to cancel this transaction/agreement. This notice is well before my scheduled move date therefore I am expecting to see a refund Asap. My contract states I have up until 10 days before my move date to cancel to receive a refund.The company response was Unfortunately Everest cancelation policy has changed since you booked and you would have had to cancel within 72 hours of booking. I have since made several attempts to reach the company to get my refund of ****** and have been ignored. They have not responded to any of my follow up emails as to why they think they can change a legally binding contract and not return my money. So not only am I dealing with the death of my mother, I have to deal with this nonsense too. This is wrong on so many levels. To anyone considering this company RUN Runnnnnn far away from this company

  Business response

  03/23/2023

  ****************,

   

  Can you please call our office so we can get this rectified.

  We just ask you refrain from the profanity as our team is just here to help.

  Customer response

  03/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, unfortunately I have contacted Everest relocation several times and still have got the run around. Initially the  manager I spoke with on Friday told me I would have to speak with the owner **** on Monday March 27th. When I called again today the manager pretended to have no idea as to why I was calling and my complaints. Once I started explaining my issue, she coincidentally remembered who I was and said Oh yes hes gonna call you or send a email. I have yet to hear from this mysterious ****. This has become even more frustrating than before 
  
  Sincerely,
  
  ***************************

  Customer response

  03/28/2023

  Date Sent: 3/27/2023 9:34:54 PM
   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, unfortunately I have contacted Everest relocation several times and still have got the run around. Initially the  manager I spoke with on Friday told me I would have to speak with the owner **** on Monday March 27th. When I called again today the manager pretended to have no idea as to why I was calling and my complaints. Once I started explaining my issue, she coincidentally remembered who I was and said Oh yes hes gonna call you or send a email. I have yet to hear from this mysterious ****. This has become even more frustrating than before 
  
  Sincerely,
  
  ***************************

  Business response

  04/03/2023

  **************** was technically not entitled to a refund but we will honor it for her.

   

  Ty

  Customer response

  04/10/2023

   
  Better Business Bureau:
  
  I have continued to reach out to Everest Relocation via email and phone calls and still havent gotten any responses. Clearly they have no intention of giving me my refund and honoring the contract I signed with them. 
  My contract states I have up until 10 days before my move date to cancel to receive a refund. Everest Relocation was given notice well before my scheduled move date indicated by all the documentation I have submitted to BBB & Everest Relocation. I am definitely entitled and due a refund. Thank you BBB for your assistance in trying to help resolve this matter but this company has left me no choice but to file lawsuit to receive my money since there continuing to play games and be deceiving 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  -I scheduled Everest Relocation on 1.30.23 with ************************* to move my belongings from a storage unit in ***********, ** to my house in ******, **. -I signed my contract stating my items would be picked up on 02.08.23 or on 02.09.23. I paid the deposit of $1140.98. -The remaining balance was to be paid on pick up and delivery of my items. I didn't hear from them on the 8th of February. -I called on the 9th of February just to be told they were not going to be able to pick up my items and to reschedule. -I told them I did not want to reschedule as there wasn't going to be another day that worked and requested a refund. -They told me they needed approval from their finance department and they would call me back. -I did not get a call back, so I called the number and a woman named ******* keeps answering telling me the only way to talk to finance is through email. - I sent an email and they told me they would not process my refund and I could only schedule another move. I called ***** the man that scheduled my move and he no longer works for that company and told me I should hire an attorney. I am seeking a refund on my deposit. -My bank USAA said they could not dispute it since the electronic check is to be considered a personal check. This company has my bank information checking and routing. -I have sent numerous emails requesting detail description as to why I wouldn't be getting my refund and ******* always has an excuse for why the finance department can't get back to me. -I am requesting a refund due to a breach in contract on their end. Relocation number is *******.

  Business response

  02/17/2023

  02/14/2023 04:34:42 PM
  TATYANA   ******,
  
  Your executed agreement reads as follows;
  
  14. ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. EVEREST RELOCATION WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. EVEREST RELOCATION WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES.
  
  Why we apologize that their was a mechanical issue we did everything we could to rectify.
  
  We will apply the deposit towards any move in the future.
  
  
  Sincerely,
  
  Everest
   

• Initial Complaint

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked with *****, their sales person on November 17th for a move to be done on January 7. We paid a deposit of $2884.07. We were having difficulty closing on the property for that date so I notified the company in a text to ***** and then to the email on their contract as it states. i notified them on November 30. It says full refund less 10% if canceled prior to 10 days before the move. Obviously November 30 is plenty of time, and within the range of refund policy as stated on the contract and their terms and conditions. I later texted ***** on December 9th to see the status of the refund and he told me to be patient they have a process they have to follow, and to follow the instructions on the contract for faster service. Which is exactly what I did. Then i contacted the office and spoke with ******* and she had asked to forward to her the original email I sent asking for the refund, she said she didn't see any original email. I forwarded the email on to her on January 2nd which I think waiting one month for our refund is being patient. Since we had no resolution or correspondence from anyone from the company I disputed it on our credit card. When the credit card reached out to them they sent what seemed to be a stock letter stating that I didn't follow procedure, they didn't have any correspondence from me and I am not due the refund. I have forwarded all emails and text messages to the credit card company but it should not have come to any of this. I did as the contract stated but the company refused our refund.

  Business response

  02/07/2023

  This customer charged back with their bank.

   

  We will be corresponding with their bank moving forward.

  Customer response

  02/10/2023

   
  Complaint: 19326030
  
  we disputed the charge to our CC company since we had no response from the merchant.   Once we disputed their response was that we never sent email canceling and the charge was put back on our card but as you can see from documents attached all procedures were followed and to date we still have not had this reconciled.  
  
  Sincerely,
  
  ***********************

  Business response

  02/17/2023

  Understood but once you dispute we now have to answer and respond to the cc company.

  Customer response

  02/17/2023

   
  Complaint: 19326030
  
  I am rejecting this response because:
  I am a business woman and have had to deal with credit card chargebacks. You were quick to respond to get them to reverse the credit. It does not take a month or more to correct the situation.  *********** the card and your done with me.  
  
  ***********************

  Business response

  03/23/2023

  This customer performed a cc dispute.

  Their bank then asked us to provide information we then furnished.

  Ty

  Customer response

  03/29/2023

   
  Complaint: 19326030
  
  I am rejecting this response because: I followed the procedure on their terms and conditions and have never had any response from the company.  If this is not resolved here I will be forced to follow up in small claims court.  
  
  Sincerely,
  
  ***********************

  Business response

  04/03/2023

  There was no offer made.

  It was my understanding that when the customers do a financial dispute that we were to correspond directly with their banking institution.

  Was this assumption wrong?

   

   

  Thanks,

   

  Everest 

  Customer response

  04/05/2023

   
  Complaint: 19326030
  
  I am rejecting this response because: they communicated with the credit card company with false information and I have contacted them directly on many different occasions after the dispute  and they have never responded to my correspondence or tried to resolve this complaint directly with me.

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

• Initial Complaint

  02/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 27th we procured Everest Relocation to transport equipment from two different locations to our plant in *****. We gave all pertinent information including size weight and quantities of equipment and were quoted #3,774.10 for the job and paid $1844.00 down for this service. We were advised it would take 7 to 10 days to receive the equipment.We finally received a call January 18th that the second load was being picked up, but the price would change to over $5,000.00 because the subcontractor felt it was oversized even though they had the information prior. We were forced to Pay over $3,200.00 cash upon arrival which did not happen until January 30th apparently due to a trucking mechanical failure. I am sorry to say but we do not conduct business this way, and the shipper should honor the quoted price especially after dealing with the tardiness as we watined oiver a month to receive our shipment.Sincerely DWJ *********************

  Business response

  02/07/2023

  Please call our cs department at ************ to discuss further and resolve.

• Initial Complaint

  01/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint involves 2 companies:Everest Relocation (***** 3765936)Pelican Movers (***** *******)I contracted with Everest Relocation to move from ******* to *******. Job # ******* NOTE: Among other failures, they did not, as required by law, give me the "Your Rights and Responsibilities When You Move" pamphlet. The original estimate was $1900. On Friday the 20th of January, I gave them a down payment of $872 based on their original estimate of ~200 cubic feet of goods to be moved for $1900.When I had all my goods packed and ready to go, I had a call with the representative. ****, and gave exact dimensions of all of my goods. The representative then gave me a final estimate of 400+ cubic feet and $3100. I then paid an additional down payment of $550. I am visually impaired and I requested that they send a hard copy of what I understood to be a binding estimate through ***** I have not received that to date.When the movers arrived on the 28th, it was not someone from Everest Relocation, but from a company called Pelican Movers (***** *******). Everest never indicated that they would be subcontracting my move to a different group. Before they started moving my items, ******* said I would have to pay them half right then, but they did not specify the amount and did not indicate that it could be a different amount from what Everest told me. They loaded less than 1/2 of my goods and said they didn't have room for the rest. The cubic feet, even without all my goods, was double (800) what Everest had indicated (400) after a thorough inventory. ******* then told me I had to pay them $2500 right then. I asked them to unload my things and I would pay them for the 1.5 hours of work. Pelican said no. They insisted that I pay $2500 to take my goods off the truck. I refused. They left with my belongings. I did call the police during all this and they have everything on body cam from the point I asked ******* to take my things off the truck.

  Business response

  02/07/2023

  This customer filed a chargeback with their bank.

  We will be corresponding with their banks.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company needs to be put out of business! I contacted them online and a man named ****** gave me amounts and dates I was to pay for the move. He cashed the down payment within two days of us being on the phone and the move was not scheduled for a month and a half later. I read the contract where it said I'd have so many days to cancel and I get all my money back so I marked my calendar accordingly even a week earlier just in case. I then had changed my mind and because we did not get to move as planned it had been delayed so I contacted them immediately the week before the cancellation deadline. I left message after message I texted both the company and this supposed ******. I also noticed ****** signed the back of my check it was not stamped by a company and at this point I thought I had been scammed coupled with the fact that I could never get a response from the company. On the very day of the cancellation I finally got a response from a ***** who I believe is the only person in customer service. She was beyond rude and ignorant and refused to give me any of my money back. Long story short I sued them! And I won so anybody out there so the c*** out of them if you can. I lived in PA at the time and was moving to *******. I left after I filed the lawsuit they tried to send information to the magistrate saying I had to file the lawsuit in ******* because that's what the contract said. However as we said and as I was alleging there was no contract. It was up to them to show up and defend that and they didn't. I settled for $500 less because to be honest with you they were causing me health issues. I feel Fair settlement is for them to reimburse me the $500 that thwy hyped out of me even though I had a judgment. At the very least I want this on file. They are scammers and they prey on the elderly and the disabled. They need to be shut down.

  Business response

  02/17/2023

  ********* ******* 04/27/2022 03:11:06 pm ***** ********,
  
  
  Your allegations are false, off basis, and very alarming.
  
  You signed an agreement which we will provide in a trailing message.
  
  You never called or emailed us to cancel nor request your deposit be refunded.
  
  We have honored our contractual agreement with you.
  
  Please let us know if you would like to proceed with the move as that is always our intention.
  
  
  Sincerely,
  
  Everest Relocation
  From: ******************************
  Sent: Monday, April 25, 2022 9:15 PM
  To: Everest Relocation
  Subject: *****

  Customer response

  02/21/2023

   
  Complaint: 18941053
  
  I am rejecting this response because: the response is a complete and outright lie. And I laugh when they say to get in touch with them to complete the transaction.

  I sued them and won!

  I won because there was no contract. And I did receive part of my money back because you were totally wrong and that fault. I want this company out of business because they are a scam!

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

  Business response

  03/23/2023

  This customer is claiming she has sued us.

   

  Why is this case ongoing?

  Customer response

  03/24/2023

   
  Complaint: 18941053
  
  I am rejecting this response because:
  II sued them and received a judgment including court costs. They still owe $500 to refund my deposit 100% And they also owe the court cost for me having to file against them for not having paid this to begin with. I won pay up
  Sincerely,
   
  ***************************

• Initial Complaint

  01/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They took my money electronically and underbid my move to another move company that showed up to my house @ 9:30 pm to only tell me that they wont be taking my items until the morning and they was over bid the job to now charge me more money than I expected from the original offer! When I checked the reviews about the company they have been doing this to multiple people scamming people and not doing a good job! They will not refund my money $1119.60 which I just paid electronically ******* 17,2023 and today is ******* 19,2023 I called my bank and they will not refund my check and the company blocked my calls! Please help me

  Business response

  02/07/2023

  ********* ******* 01/20/2023 09:39:57 am ******* Good ****************************** informed, dispatch tried to contact you as well as I did since ***** and did not get any response.
  The driver is only sent to pick you up when there is confirmation that the customer will be there.
  I have the records of the call attempts as well ******** Van Lines including the email that they sent you.
  According to the laws and the **************************** all drivers have a limit of hours to work per day but even so they went to your residence yesterday to inform you about it.
  As I said they are available for your pick up today, I remember that the delay was due to the lack of communication between you and the dispatch.
  What you are asking is not possible. Unfortunately, you are outside of the cancellation terms.
  Would you like to proceed with your pick up today? They are able to pick up today in one hour.
  
  I look forward to hearing from you.
  
  
  *****************************
  Customer Service
  **********************
  **************
  Fax: ************
  *****************************************
  **********************************
  ******: ******* MC: ********

*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. ↩