ComplaintsforNational Express Van Lines LLC

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contacted this business for a move from ** to **. We got a quote and gave a deposit on 12/29/22. We were told we could cancel with a full refund ten days before the move. We spoke with a person named ***** who told us he would be a contact person and would be available to us at all times. Even told us all about his girlfriend and special roses he was buying. My daughter found out she didnt need to move the next day and contacted *****. She called him and texted him. I also called him. We never signed the contract. It wasnt until several days later does our call now get forward to a very rude woman named ********. She now tells us it is too late for a refund. We asked to speak to a man name **** but he was always in a forever meeting. **** finally emails us and offers us 50% of or deposit back. We refused and asked for 100% of it. When we told them that we were going to contact the ******* AG, ******* BBB, Local ******* authorities, the *************** co. To clerk to file in small claims court and to file a complaint with the **** The offered 90% back. Then they found out that I placed a dispute with American Express and they no longer would work with us. We were willing to take the 90%. I have read the complaints with the organization and they are basically the same as this. It is a shame that they are allowed to do this and stay in business. I pray my daughter never needs to move. It is a very difficult industry. I hope you can help us. We never even signed a the contract. They are nothing but scammers.

  Business response

  01/10/2023

  This customer charged back with AMEX.

  At this point there is nothing else we can do.

   

  Ty

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called Everest Relocation and spoke to ************************* (Senior Relocation Specialist)We discussed our concerns about seeing the reviews that talked about the Company being a scam. He told us these comments were all made up and that people lied about what they were actually wanting to transport.We estimated the total weight to be ***** pounds (please see contract attached). If there was more weight they would charge me **** cents per pound (I have no issue with this). To my surprise moving day came and the truck arrived to the pick up spot (I was not at the pick up location, the furniture was being directly picked up at the store). They called me and told me the furniture had weighed more than I had said and not only were they going to charge me the **** cents per pound extra but they were also going to charge me 700 dollars extra because they were going to have to send another truck the next day (please note that I sent them exact measurements of the items being picked up). When they sent me the weight of the truck, my items did not even reach the ***** pound it was less (please find proof attached).Also as proof of all this I have an email from ***************** admitting she hung up the phone on me (please find email attached).******* never again answered the phone.I am truly amazed how they are still permitted to conduct business. How can it be possible that government agencies do nothing about this?For everybody reading this, please take extreme caution with these people. I HAD THE WORSE EXPERIENCE and had never delt with somebody so unprofessional as *****************. If there are people out there that wish further information please contact me, maybe together something can be done.

  Business response

  12/07/2022

  Good evening,
  
  The weight ticket provided for the pick up that was completed today reflects **** lbs.
  
  The items that were excluded from your shipment today would take you far in excess of your estimate. If you wish to have these items collected, it would have to be coordinated with the Carrier directly to have these items join what was already picked up and they will quote you accordingly to do so.
  
  There is a matter of the payment that was not collected today that needs to be addressed. The carrier will not begin the coordinating travel until they have been paid what is due from the pick up portion of your move.
  
  $763.00 is required from you, and can be paid via Zelle using this contact # ************
  
  Forgive me for the abrupt closure of our call, but the direction of the conversation was not going to be engaged further with your accusations "of me not caring".
  
  I have done everything I could to assist you. Your estimate (which by definition is a rough calculation) does not properly reflect the performance requirements. Regretfully, Everest Relocation will not be able to assist you in this matter.  

  Customer response

  12/14/2022

   
  Complaint: 18534553
  
  I am rejecting this response because:
  

  In no way did you address my complain. As per the contract you would only charge me **** per extra pound. I was less than 200 pounds from my estimate so that would mean paying you roughly ******************************************* 900 dollars. I want this resolved immediately, do not think for a second you will get away with this.

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

  Business response

  01/10/2023

  12/06/2022 05:44:05 PM
  ******   Good evening,
  
  The weight ticket provided for the pick up that was completed today reflects **** lbs.
  
  The items that were excluded from your shipment today would take you far in excess of your estimate. If you wish to have these items collected, it would have to be coordinated with the Carrier directly to have these items join what was already picked up and they will quote you accordingly to do so.
  
  There is a matter of the payment that was not collected today that needs to be addressed. The carrier will not begin the coordinating travel until they have been paid what is due from the pick up portion of your move.
  
  $763.00 is required from you, and can be paid via Zelle using this contact # ************
  
  Forgive me for the abrupt closure of our call, but the direction of the conversation was not going to be engaged further with your accusations "of me not caring".
  
  I have done everything I could to assist you. Your estimate (which by definition is a rough calculation) does not properly reflect the performance requirements. Regretfully, Everest Relocation will not be able to assist you in this matter.  

  Customer response

  01/11/2023

   
  Complaint: 18534553
  
  I am rejecting this response because:

  This is exactly the same thing you wrote last time. This is just a copy paste. With this I can tell you are not informed at all of the situation... You are saying I have a pending payment? That payment was made the day it was supposed to and all my furniture is delivered. Please read my complaint again and refund my money if you do not wish for me to take further action.

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

  Business response

  01/17/2023

  You are not entitled to a refund.

   

  I am sorry we can not resolve this amicably.

   

   

• Initial Complaint

  11/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Relocation services, date: June 26 2022 Total paid to Everest: $2,323.25 Amount in Dispute: $150 Contract stipulates one level of stairs included in relocation and text messages with Sales Rep specifically confirm inclusion (contract and text correspondence attached). Movers engaged by Everest. On arrival, Movers refused to complete removal up one flight of stairs without paying additional stair fee of $150 in cash. This was brought to the attention of Everest at the time of relocation; Everest repeatedly indicated that resolution was in process both during and after the move. Charge had to be paid to complete move and therefore Everest failed to meet the stipulated terms of the contract. Sales Rep ***** disconnected, so dispute resolution procedures undertaken per Everest contract with no response from Everest to multiple emails (refer contract resolution and emails attached). Attempted recovery through CC Dispute unsuccessful. Seeking recovery of additional fees in the amount of $150 required to be paid to complete move that were covered under terms of contract. Note, despite a number of issues (lack of communication, poor coordination, failure to perform, hostility of employees, failure to respond, etc) and overall unsatisfactory experience with Everest, this is the only claim being submitted - additional fees for distance, etc. were also paid in full and are not in dispute.Attached includes contract details, communications on day of of move with sales rep and customer service, follow-up text messages, and attempted resolution through email to Everest.

  Business response

  12/01/2022

  Dear *****************************,
  
  
  
  We have been asked to look in on your delivery status. Unfortunately, we do not have any information about the estimated time of arrival. Once you are picked up, your carrier does not share balance, or scheduling information with us. These arrangements and details are made between yourself, and the carrier directly.
  
  I can tell you how the scheduling process generally works:
  
  Your carrier (typically) will not have an *** for you until the loading for travel begins. Once this happens, the *** is more reasonably determined, because they know when the truck is expected to leave, ..and how many stops will be taking place prior to arriving at your delivery destination.
  
  The date that you provided to your pick up crew is not a guaranteed delivery date, but is known to be your "FAD" (first available delivery date).Until the loading process begins, there are "averages" that are used to describe what to expect for deliveries. (Averages are based off the distance of travel, and start from your first available delivery date that you provide to the pick up crew when doing your paperwork).
  
  0-500 miles = 1-7 Business Days
  
  500-1000 miles = **** Business Days
  
  1000-**** miles = **** Business Days
  
  Over **** miles = **** Business Days
  
  
  
  Please do not misunderstand, as I do not intend to imply that the delivery will take this long... but until loading information is available, this information is asked to be used for general reference. The carrier will coordinate to complete the delivery as quickly as possible, and will share that information with you directly. If you do not hear back in the next few days, you are welcome to reach out to your carrier directly by calling/emailing:
  
  OGM Proload
  
  **********************
  
  **********
  
  If you are unable to reach your carrier`s office, please reach back out to our customer service team so we can reach out on your behalf to request information.
  
  
  
  Your patience is greatly appreciated!  

  Customer response

  12/05/2022

   
  Complaint: 18484908
  
  I am rejecting this response because Everest did not address the complaint.  I am not inquiring about the location of my belongings, and Everest has consistently failed to resolve the complaint through text messages, phone calls, formal complaints lodged directly with Everest per the contract terms (two emails sent to ********************************* and now the BBB complaint.  The complaint is in regard to failure to provide contracted services / overcharging for services rendered.  More specifically, the contract I signed with Everest clearly stipulates that one flight of stairs is included in the cost of the contract.  This was further confirmed in writing by *********************, Sales Representative, and verbally with *****, Customer Service.  ********************** engaged a carrier, who arrived with no notice (communication failure by Everest) and then refused to complete the move without payment of an additional fee of $150 for one flight of stairs.  I immediately informed **** and ***** at Everest (refer text transcript attachment), who repeatedly assured me that they "were working on it."  No resolution on day of relocation, so I had to pay the fee to complete the move or otherwise reject the movers who were already on site.  Everest is operating deceitfully - they tell you what you want to hear, make false promises to win the business and then fail to perform.  Everest has since failed to respond to any communications to resolve the matter.

  Summary: I contracted with Everest, who provided a detailed contract of the service to be provided.  They then hired a carrier who refused to complete the works according to my contract terms with Everest.  I paid $150 to ensure the relocation moved forward.  I am seeking reimbursement of this $150 (and only this) charge.  As I contracted with Everest, they need to honor the terms of the contract that we signed.  Any further dispute between Everest and the relocation agent they hired as to who should bear this cost is between them.

  Contract, text messages, emails re-attached as support to this claim.

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

  Business response

  12/05/2022

  Please call the office at ************ and ask for ***** or ****

  Customer response

  12/30/2022

   
  Complaint: 18484908
  
  I am rejecting this response because: I contacted **** (*******) as requested by Everest. She was unaware of the complaint, despite numerous phone calls to Everest, emails sent to the dispute resolution team (per the terms of my contract) and filing a BBB dispute. As per ******** request, I forwarded all communications - texts, emails, BBB complaint - and have received no further correspondence in return. I have attempted to resolve this issue for months now, adhering to the terms of my contract for  **************** providing  Everest ample time to respond to texts, emails, phone calls and follow up to each of the aforementioned attempts to contact them with absolutely no change in status of this dispute. All follow up emails / phone records available by request. 
  
  Sincerely,
  
  *****************************

  Business response

  01/09/2023

  This customer dispute for the stairs is with the carrier not us.

  In hopes of parting ways amicably we will offer $50 refund as a courteous.

   

   

  Thanks,

  Customer response

  01/23/2023

   
  Complaint: 18484908
  
  I am rejecting this response because:

  I signed a contract with Everest Relocation that explicitly states:
  

  If there is more than one flight of stairs at your origin and (or) destination which require the movers to transport items beyond the first flight, there will be a charge of $75 per additional flight.  There will no charge for the first flight of stairs at either the origin or destination.
  
  Everest Relocation was solely responsible for hiring the carrier.  I did not have any say or approval of this selection, therefore it is Everests sole responsibility to ensure that the carrier adheres to the terms of the contract. 

  The carrier arrived at my home with no notice to me from Everest.
  

  Everest Relocation was immediately informed of the additional charge for the stairs when the carrier arrived, and it was confirmed both verbally and in writing by Everest Relocation that one flight was included, there should not be an additional fee, and they were working to resolve the issue (all communications have been sent to both BBB and Everest Relocation).
  

  The issue was not resolved, the carrier would not complete the move without payment of the fee, and therefore, the fee was paid by me in good faith that Everest would resolve as I was told, and in an effort to keep the move on track. 
  

  Everest continued to assure me they were working on a resolution to the fee.  Sales Rep left the business, **************** did not address the issue and no response was received through the dispute resolution email process per the terms of the contract.
  
  The terms of the contract executed with Everest Relocation clearly include one flight of stairs, making Everest in direct breach of the terms of our contract through failing to engage a carrier to perform the agreed services.
  Everest claims my issue is with the carrier, but the fact is that my contract is with Everest Relocation. I hired Everest.  I agreed the terms of the services with Everest.  Everest was immediately contacted at the time of the incident and given plenty of opportunity to cure, and despite Everest agreeing the stairs were to be included and claiming they were working to resolve the issue, they did not.  I did not choose the carrier, I did not have an opportunity to review or object to the carrier - therefore it is the responsibility of Everest to ensure the carrier that they contract with is bound to the same terms to which I agreed.  I hired Everest, and Everest failed to provide the contractual services.  Any issue with the carrier can be taken up by Everest, as the party that hired them. 
  

  My move entailed a single flight of stairs that was covered in my contract with Everest, and therefore,I am seeking reimbursement for the additional expense I incurred due to Everests violation of the terms of our contract and failure to provide the contracted services.  The additional cost incurred,and therefore the claim for recovery, is $150. 

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

• Initial Complaint

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I needed to move from ** to **. I have contacted Everest Relocation, the asked my for $973 as a deposit, many time they didnt have any trucks available for 9/1/22.*****************, very unprofessional receptionist hang up the phone for me couple of times with the most nasty attitude because I was told to call the company the next day to see if they have a truck, I felt that I was begging for a favor that I was paying for. I have to involve my husband because Everest Relocation didnt want to answer any of my calls. ***************** asked my husband to get another company and they will reimburse a full refund of the deposit. Many calls and emails were sent to the company with some answers back and calls was never returned. A lady call ******* that works in the billing department also promised my husband over the phone that well get a full refund 2 months later after insisting where is our refund, the finally deposited only $200. They never completed the service and they kept $793. I develop anxiety and depressing for this situation.

  Business response

  11/30/2022

  This customer has been refunded per our agreement.

   

  Ty

  Customer response

  11/30/2022

   
  Complaint: 18374698
  
  I am rejecting this response because they only refunded $200 like I mention in the complain. The total amount was $973, the other $773 they kept it. The service was not complete and full refund was not received. 
  
  
  
  *************************

  Business response

  12/05/2022

  This customer was entitled to nothing contractually.

   

  In good faith we gave her back a partial refund.

   

   

• Initial Complaint

  10/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I began looking for cross-country movers on 6/3/2022. After finding the Everest Relocation website, I received an email almost immediately. It told me that Everest Relocation is a 5-star rated moving organization...and are B+ rated with The BBB! When I then spoke with employee *************************, he assured me that Everest was not a budget or cut-rate company, but one that assured the job was done right, comparing Everest favorably to Mayflower. ******* asked that I make a list for him of all of the items we would be moving across the country and assured me that if the amount changed it was no problem because I would receive a quality assurance call a few days before the move to correct any miscalculations. After we ran through all of the items, ******* sent me an estimate for $2,333.88. I signed this contract on 6/4/2022. ******************************* made his quality assurance call on 7/31/2022. I informed him that we had more items than I had initially thought and he assured me this was quite common. He mentioned that more items meant a higher price, which I understood. His estimate was $3,169.00. He informed me I would be paying half to the movers on pickup and half on delivery. Upon his direction, I purchased postal money orders for those specific amounts. When the movers from CR7 ******************************** arrived on 8/2/2022, they informed me that ************************* and ************************* estimates had been wildly inaccurate: CR7s total estimate for the job was $8,836.81. The difference was over 100%. I had used a broker who claimed to be an industry leader and 5-star rated, so how could they have possibly miscalculated so badly? Had ************************* or ******************************* told me that the move would end up costing us close to $9,000, I never wouldve used Everest. The unexpected and sudden loss of $5,667.81 has had a serious impact on our quality of life and our plans for the future.

  Business response

  12/05/2022

  Dear *************************
  
  It is with sincere apology that you have waited as long as you have for a reply.
  
  Your paperwork has been placed under review. At a glance, the misconfiguration of the estimate seems to relate to an improper description in the inventory. It does seem that there is a variation in the piece count from what we estimated, but in reviewing the inventory.. there are also some items that *** or *** not be improperly described in space, as they are not standard household goods. This leads me to believe that it could also be a major culprit in the discrepancy.
  
  Because the inventory does not match the service order, the request for credit consideration has been denied by the managing members.
  
  I realize clearly that this is less than satisfactory, and I do wish that I could have provided better assistance to you in the matter  

  Customer response

  12/13/2022

   
  Complaint: 18254447
  
  I am rejecting this response because: Everest is suggesting that the miscalculation on my order was an uncommon error that was solely due to my misunderstanding of my own inventory, but the history of complaints against Everest on BBB's website suggest differently (see complaints on 5/3/2022, 2/8/2022, 10/10/2021, 9/11/2021, 8/31/2021, to name a few). 
  
  Based on this pattern, it seems to me that Everest is  doing two things that are, at the least, ethically reprehensible. The first is that they are intentionally attracting prospective customers with unrealistically low quotes. It doesn't matter that the moving companies will never honor the rates when moving day arrives, because by then Everest has collected its fee and will tell its customers that things are out of their hands. 

  The second is that they misrepresent themselves as industry experts. Multiple times throughout my early phone calls with Everest, I was assured that the inventory we created over the phone was suitable. I was told I had nothing to worry about--they were professionals who had done this countless times. The tenor changed when I called to tell them the movers told me the initial estimate from Everest was wildly inaccurate--according to them, there was nothing they could do.

  If Everest decides to not right this wrong via the BBB, I will file a complaint FMCSA and take it further if necessary.

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

  Business response

  12/14/2022

  We are sorry that you had a bad experience.

   

  This is never our intention. 

   

  We would like to offer you a $200 partial refund.

   

  Thanks,

  Customer response

  12/16/2022

   
  Complaint: 18254447
  
  I am rejecting this response because: the partial refund of $200 is insufficient considering the difference between what we were quoted and what we were paid was $5,667.81. 
  

  If Everest is not willing to provide a more just refund then I will be filing a claim with the ***** and taking it further if necessary.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am submitting this complaint in reference to number D1931061. On March 10 2022 I signed a contract with Everest Relocation to move my household goods on 09/04/2022. A sum of $760.80 was given to them through an ACH transaction on March 18 2022. On 15 June 2022, I sent my official notice, by email as required by the contract, to cancel my order with Everest Relocation. My move wasnt scheduled until September 2022, so I was well within the time requirement of 10 days prior to the move date for cancellation. I was told by costumer service that I would receive my deposit back minus 10% as outlined in the contact. When I didnt receive my deposit by 15 July 2022, I called customer service and thats when they informed me I would ether need a Zelle or PayPal account for them to send the money. I set up Zelle through my bank and notified Everest Relocation that I had done this. They informed me that they would process the transaction on the first Friday of August, which was 5 August 2022. When the money never arrived, I called customer service and was told they would get with the billing department to find out why the transaction did not take place. I waited for a week and never received any feedback or money, so I called and emailed again. I have been calling several times a week for four months now and no one can give me any reason why I have not received my deposit. One person told me it would take up 31 days after the request was placed for the money to be returned. When I asked what day they placed the request to the billing department, they said they had no idea. Now any time I call, they tell me they will contact the billing department and call me back, but they never do. It has been four months since I placed my cancellation notice and my deposit has yet to be returned. Every time I call I am told that they will get with the billing department and call me back. At this point, I am convinced that they have no intention of returning my deposit.

  Business response

  10/18/2022

  We have been in contact with this customer.

   

  see below

   

  note_id job_no date user notes ip category del_note
  154277108 ******* 10/18/2022 11:10:42 am ****** My link is PayPal.Me/gham62 71.208.50.172 Rep ******* Delete
  154259831 ******* 10/17/2022 06:08:30 pm ****** Dear *******************************,
  
  Your frustration is completely understood, and I am terribly sorry that you are enduring the aggravation that you have to get this completed.
  
  I am asking that this is completed for you THIS WEEK. Please bare with me while I push for this request to be completed. I will follow up tomorrow and advise you with what I am told can be expected. 71.208.50.172 Rep ******* Dele

• Initial Complaint

  10/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March of 2022 I called to get a quote. I was told they needed a credit card to hold for a deposit of $690 . My plan was to move in **** A couple of weeks later my card was charged and never refunded after 8 months of trying to get it done. DO NOT USE THIS COMPANY! They took $690 off my card and I never used the service! I never got a refund, bill or receipt! I spent months trying to get a refund only to be lied to! HORRIBLE COMPANY. I have phone records to prove the calls that no one would answer. The company manager has all the paperwork.

  Business response

  10/04/2022

  We performed this refund.

   

  I do not know what we can do differently.

   

  EVEREST RELOCATION
  
  Below is your receipt with all relevant transaction information for your records.
  Transaction Receipt
  
  Sep 23,2022
  3:39:40 PM EDT
  $-621.27
  Type Card Refund
  Transaction ID **********
  Response Text SUCCESS
  AVS Response
  CVV Response
  Billing Details
  ***********************
  1006 ********************
  Springfield, ** 65807
  **
  *********************************
  **********
  Shipping Details
  **

  Customer response

  10/05/2022

   
  Complaint: 18154359
  
  I am rejecting this response because:

  This  receipt does not pertain to my account and I have never been refunded. Attached is my *********** statement for the dates that would show this refund. Again, my account was never refunded. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After booking my move with *****, and paying $947.98 for a deposit on 8/30/22, I had some questions about what was required of me. I looked over the contract and called the number. ***** answered. When I said I needed some clarification on a couple things, he got loud and defensive. Told me I was calling his personal phone on his day off. I had called the number on the top of the contract. He told me they didnt need my business. The following day I decided to cancel (9/2/22) this was not within 10 days of the scheduled pickup, so I was told by ***** In customer service, that a full refund would be issued. She informed me they only do refunds once a month, and it would be the end of the month before I see the money. It is now 10/1/22 and I havent seen any sign of a deposit being made via Zelle (how they told me they issue refunds) I just want my almost thousand dollars back!

  Business response

  10/04/2022

  This customer cancelled outside of their contractual right to do so.

  We have however offered them a 50% refund which is more than amicable.

  Customer response

  10/04/2022

   
  Complaint: 18153074
  
  I am rejecting this response because I was not outside of my right to cancel, as it was 18 days before the scheduled move, where the contract only requires 10 days. The only reason you have offered me this now is because I file this complaint. *** never been contacted, despite my numerous attempts to reach someone. I will not accept less than a full refund. 
  
  Sincerely,
  
  *****************************

  Customer response

  11/09/2022

  Im not sure what clarification is needed. I cancelled with the company well before the 10 window. *** pursued a civil case to get the other half of my money. The company has been shut down by DOT and they have reopened under the new name. They are not professional and their offer of 50% refund is a joke.

  Business response

  12/12/2022

  This customer was contractually entitled to no refund at all.

  We tried to part ways amicably but she would not allow it.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I reached out to Everest Relocation on 9/16/22 and spoke with **. He gave me a quote to move, of $4621 for the total move. I paid almost $3000 to them upfront. I was then told, prior to the company coming out, that the total was now an additional $3860, $1930 due at pick and another $1930 *** when it is dropped off. This brought my new total to $6860. When the moving contractors showed up, they quoted me $19,000 additional. Apparently Everest Relocation is a brokerage company that low ball prices and takes their money upfront. The moving company said that they were supposed to get measurements before quoting me, but they didn't. I had to cancel the order because I didn't have an $19,000 to move. I asked Everest to refund me because they are dealing in bad faith and not providing customers with correct totals, and stealing money. They refused to refund my money.

  Business response

  10/04/2022

  Our CS is in contact with ************** and working on a resolution.

   

  Ty

  Customer response

  10/05/2022

   
  Complaint: 18142891
  
  I am rejecting this response because: the business was not given correct information from the company they dispatched. Everest said the moving company told them I had too much stuff. I told the driver to pick up the items that was on my inventory list: 40 medium size boxes and the furniture and they said that would still cost $13,000. I told them to just get ********************** whatever I was quoted and the driver said it was still $13,000--and refused to go to the price I was quoted by Everest. 
  

  Everest said they can come back out but I had to move by 10/1 and I have already paid someone else to pickup my items. I want a full refund because their estimate was inaccurate, because they didn't do the required measurements and this caused conflict with the moving team that was dispatched. Services were not rendered and I want a refund. 

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

  Business response

  11/30/2022

  This customer charged  back on us.

   

  We are now furnishing information to their card company.

   

  Ty

• Initial Complaint

  09/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They tavern me a quote of $2200 to move my things, which they did say after I packed and gave them a full inventory could go up. I sent them a FULL inventory and the price doubled, which I was not happy about but accepted since my original estimate was very low. The night the movers shower up, 7 pm after the offices were closed, the movers said it would likely cost more because I had more cubic feet than estimated. They couldnt tell me how much until the truck was full. This is outrageous to begin with. If it was $100 more it would not have been a problem. It was another $3000 for a total of over $7000! I had no choice but to pay as all my things were loaded in the *********** was on a deadline to get to my final destination. Upon arrival of my things, they would not take my things off the truck without me paying the final balance and had the audacity to charge me another $80 because there were stairs, which they already knew about. I contacted my quality assurance person 3 times with no response so I called my sales rep. ** must have passed things over to customer care because I got a call and she basically said sorry your boxes weren't all 18x18x18 so it was too big. Half of my boxes were smaller than that and the other half possibly larger, however even the standard moving boxes you purchase from storage companies medium sized boxes are not 18x18x18! To top it all off they could not even get all my things in the truck, I left behind a small dining table, 2 chairs, small living room table, and 4 pots for plants. On the 2nd contract I signed that was the final estimate, It states " Customer has elected a binding to not exceed price . The total cost will not exceed the estimated amount..." provided my descriptions matched of my items. If they needed to know sizes of boxes they should have asked my descriptions were accurate. I want to be refunded what I payed over $4352.36 plus damages to my property. I payed $7071.80. If I had known I would have canceled.

  Business response

  10/04/2022

  We can offer you a $250 refund, please contact customer care to discuss further.

  Customer response

  10/08/2022

   
  Complaint: 18126290
  
  I am rejecting this response. This was the shortest, most ****, worst customer service response I have ever had. The amount offered is an insult. I have recieved no assistance from your customer service, or any department in your company since this all began. I will be taking this matter to court. 
  
  Sincerely,
  
  *********************

  Business response

  10/18/2022

  Because this customer was out of the country, it made the process some what difficult.

  We did our best to try and make the move as seamless as possible.

   

  Please call CS at ************ to discuss further.

  Customer response

  10/21/2022

   
  Complaint: 18126290
  
  I am rejecting this response because: They could have contacted me at any time if there was an issue, especially by email. My mother and I both spoke directly to my point of contact more than ************************************************************************************************************************************************************** the contract I signed, it stated if I was honest about my belongings, I could not be asked to pay more. I gave an accurate description of everything that I had. It is not my fault that they estimated nearly 300cu ft short. 
  
  Sincerely,
  
  *********************

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