ComplaintsforNational Express Van Lines LLC

• Initial Complaint

  10/23/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On approximately October 8, 2021 I spoke with ******* Jonas of National Express moving,LLC. After he sent an estimated quote I voiced my concerns about the wording of the contract under " understanding your estimate ". ******* assured me that the moving costs would not be greater than what I was quoted. I signed the estimate quote contract October 8, 2021 and it had to be updated as I mistakenly put my son's new address in the moving from area. I called ******* Jonas to update the address. On October 22nd, my older son contacted me saying that the movers were at the gate of where my younger son resided. They were supposed to go to my older son's residence first to pick up boxes that contained the belongings of my younger son. ******* had listed both addresses on the contract and he told me there wasn't an additional fee since the addresses were within 15 miles of each other. The morning of Oct. 22, 2021 was upsetting because the driver of National Express told my older son his address wasn't on the contract, therefore they weren't going there. I immediately texted a copy of the contract to my older son showing him both addresses were on the contract. My son gave me the phone number that he was given by the driver which turned out to be the number of an individual named *****. She was very rude, condescending and refused to listen to what I was trying to explain was going on. I reside in *******. My older son was listed as a contact person because my younger son has disabilities. The movers eventually went to the first address that was on the contract and picked up boxes of my younger son's belongings. My older son ( *****) had the movers then follow him to the second address listed on the contract. ******* & I had originally discussed the movers bringing extra boxes for my younger son, *******. ******* said there wouldn't be an extra charge. I estimated my son would need approx. 10 extra large boxes. ( I need further space to continue my complaint).

  Business response

  01/14/2022

  Business Response /* (1000, 5, 2021/10/28) */ Monday, 10/25/2021 Good afternoon, I am responding to your text from this weekend. Please be prepared to pay the balance of the contract as which it was agreed upon at the time of the booking. (Other than the second stop charge )There is no adjustment to this cost to be expected. It is unfortunate that I was unable to continue to assist you. As you know, I did try to help you as best as I could, but it was impossible to do so with you improperly describing the circumstances (repeatedly trying to share my phone number with me instead of the crew member phone number that I needed to help with the onsite issue, -improperly describing the reason for the overage, -expecting me to go through paperwork that I was unable to see) after many unsuccessful hours of attempting to work with you, it was simply made clear that I will not be able to assist further, and that if you approve charges, -you pay for what is approved. Please make sure that you have either cash, or a POST OFFICE purchased money order available for the described balance to be provided to the driver upon his arrival. Sincerely, ***** *** Customer Service Manager NATIONAL EXPRESS MOVING LLC XXX-XXX-XXXX Ext. 1006 XXXXXXXXXX Fax: XXX-XXX-XXXX *****@nationalexpressmoving.com https://www.nationalexpressmoving.com US DOT: XXXXXXX MC: XXXXXX If you no longer wish to receive emails from NATIONAL EXPRESS MOVING LLC, please click on unsubscribe Consumer Response /* (3000, 7, 2021/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is the email that was sent to me and my response is that I asked for ******* ***** to call me which he still hasn't. My estimate quote contract that I signed didn't have a charge for the second pick up address. The driver overcharged for the fuel surcharge; he charged for the second pick up address which was listed as .01 ( no charge) on my booking contract ( by ******* ******* The driver charged for boxes that ******* had verbally said was no charge. As I told this company, I am prepared to pay the original balance of $1557.31 as the booking ( estimate quote contract) was $2130.31 and I paid ******* ***** via Zelle $573. That leaves the balance of $1557.31 and I will pay that balance via Zelle when my son's belongings are delivered. The individual is inaccurate that she tried to assist me. They are also inaccurate with the belief that they spent " hours " trying to assist. ***** was very rude, condescending and after a few minutes when I tried explaining the situation as was described to me by my son, she hung up on me. Her phone number was given to my son by the driver and my son gave me the number. He was told to call the number regarding what was going on. ***** called me and my son a liar. How else would we have the number?! I would like ******* ***** to call me so this matter can be resolved. I don't agree with the contract given to my son in California by the driver because that's not what I agreed to or signed when I booked the move thru ******* ****** Business Response /* (4000, 19, 2021/12/17) */ Friday, 12/10/2021 Good evening, Because payment terms were not met, your items have been placed into storage in a nearby facility. Your carrier has options available to you, and have asked me to describe these. You may takeover the storage facility, -or schedule a re-delivery. For takeover of the unit, you must pay your contract balance, plus $130 for the rental of the unit. For re-delivery... you must pay the balance of your contract, plus an additional $1000.00 (this is reduced now from $2000 originally quoted) BOTH OPTIONS WILL REQUIRE PAYMENT TO BE RECEIVED IN CLEARED FUNDS PRIOR TO ARRANGING FOR YOU TO TAKE POSSESSION OF YOUR BELONGINGS. Because of the inability to complete the delivery that was attempted, the carrier will not exhaust any further effort until your payment is received in full. Please contact them directly (our office is closed) and advise how you wish to proceed within these options provided. Sincerely, ***** *** Customer Service Manager NATIONAL EXPRESS MOVING LLC XXX-XXX-XXXX Ext. 1006 XXXXXXXXXX Fax: XXX-XXX-XXXX *****@nationalexpressmoving.com https://www.nationalexpressmoving.com US DOT: XXXXXXX MC: XXXXXX Consumer Response /* (4200, 21, 2021/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) When the " confidant movers LLC arrived the demanded payment & refused to open the back of the Ryder rental truck so that my son could verify that his belongings were inside. We found it very suspicious how the 2 men were acting. I asked their supervisor by phone to please open the back enough so we could verify my son's belongings were inside the truck. They refused, saying that I had to pay the balance first. They wanted cash or Zelle. When I told them I wanted to verify my son's belongings were in the truck, they drove away. Four different people began calling saying they were going to throw my son's belongings away. Then they demanded $2000 re delivery fee and storage fees even though they drove away supposedly with my son's belongings. I called the police and I've filed multiple complaints against these people. They are shady, unprofessional, unscrupulous thieves and I hope they eventually lose their dot license. Complaint Response Date bumped because: Holiday Business Response /* (4000, 23, 2021/12/23) */ Friday, 12/10/2021 Good evening, Because payment terms were not met, your items have been placed into storage in a nearby facility. Your carrier has options available to you, and have asked me to describe these. You may takeover the storage facility, -or schedule a re-delivery. For takeover of the unit, you must pay your contract balance, plus $130 for the rental of the unit. For re-delivery... you must pay the balance of your contract, plus an additional $1000.00 (this is reduced now from $2000 originally quoted) BOTH OPTIONS WILL REQUIRE PAYMENT TO BE RECEIVED IN CLEARED FUNDS PRIOR TO ARRANGING FOR YOU TO TAKE POSSESSION OF YOUR BELONGINGS. Because of the inability to complete the delivery that was attempted, the carrier will not exhaust any further effort until your payment is received in full. Please contact them directly (our office is closed) and advise how you wish to proceed within these options provided. Sincerely, ***** *** Customer Service Manager NATIONAL EXPRESS MOVING LLC XXX-XXX-XXXX Ext. 1006 XXXXXXXXXX Fax: XXX-XXX-XXXX *****@nationalexpressmoving.com https://www.nationalexpressmoving.com US DOT: XXXXXXX MC: XXXXXX Consumer Response /* (4200, 25, 2021/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't owe these people a storage fee and I definitely don't owe a re-delivery fee. After two guys showed up at my house in a Ryder rental truck, they wanted me to pay them $2190.40 with cash or through Zelle. I asked them to open the back of the truck so that my son could verify his belongings were inside the truck. They refused. I asked them multiple times to let us see that my son's belongings were definitely in the truck. We never asked to go inside the truck. Their driver took off with my son's belongings and the people from confidant held my son's personal belongings hostage. They acted like it was their property. These people are very unprofessional, shady and should lose their DOT license. I told them multiple times that all this drama and aggravation was unnecessary. They should stop acting shady.

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