ComplaintsforExpert Home Moving

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We used Expert Home Moving’s Services on November 13, 2023 to move from MD to NJ. We agreed on price in advance, yet when the mover (Gaby) arrived he used a day laborer with no moving experience (he broke a table) to pack our entire apartment into their truck. At the end of day (about 2 hours before we had to be out of our apartment per our lease agreement) he said that actually this move would cost an extra $1300+ or he wouldn’t complete the trip. We had a few extra items but according to the quote we had agreed on in advance those extra items only costed an extra ~$156, however he refused to do the job for the agreed upon amount. He had all of our things on his truck, had waited until later in the day to show up and moved slowly so by the time he went to price gouge us we had no other option than to say yes or face penalties from our landlord. He accepted a quote at a rate he knew he would not actually charge in order to get our business and then price gouged us at the last minute, giving us no other options. It was gross predatory business practices. We would like the extra $1300 he forced us to pay back and for Expert Home Moving to cease their predatory business practices (their customer reviews suggest they have done this before to other customers).

  Business response

  02/20/2024

  We are very sorry you did not have a good experience with our company or with the carrier. We apologize for any confusion regarding your move. We want to emphasize that no dishonest or unethical business practices were employed during this process.
  Regarding the quote provided to you by I moving broker , we would like to confirm that it was approved by you, the customer. When the carrier Expert home moving arrived at your location your items required additional space in order to be moved. You agreed to pay for the extra space required and signed the contract accordingly. 
  As copied directly from the contract, in bold lettering, it is explained that your price is subject to change based on the cubic footage of the items being loaded, packing materials required and any accessorial charges. Your estimated price does not change unless you require additional services, add additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate.  
  The items on the inventory are estimated based on an average size of said items in comparison to items with a similar description. The size noted on the inventory may not be the exact size of your particular items. With that being said, if your items take up more space than was estimated, you will incur additional charges based on the actual space used. The space used is calculated by how the items are able to be stacked and ultimately loaded onto the truck, which was also explained to you several times by the Expert home moving

  ****************************
  

  Any and all damages and/or missing items will need to be processed through the carrier's claim's process .
  we also emailed you  a claim form to fill up description of the damage item that you requested to claim and to send it back to us and we never received any response back from you , If you need assistance in obtaining the information to file a claim please contact our customer service department. Our representatives will provide the information and instructions.

  Once again, we apologize for any confusion, and appreciate your understanding.
  Thank you, 
  Expert Home Moving 

  
  

  Customer response

  02/28/2024

  They have unethical business practices. They accept quotes from third party moving coordinators that they have no intention to uphold and then at the end of the day (once everything has already been loaded on the truck) they provide a new quote / contract and you have two options: tell them no, they unload everything, you have to find a new mover and it's already EOD on the day you're supposed to vacate your property (they also accept 'flexible move dates' and then show up on the last possible day, so that there is no time for you to find another mover) or option 2: you accept their BS new quote and contract.

  They take advantage of people that are not familiar with how the moving industry works (for example, now we know that we have to do an inventory check / any additional contract details with the moving crew when they arrive on the move day and before anything has been loaded into the truck - we did not know that was industry standard, so when the mover skipped this step and waited until everything had been loaded to do this, we didn't know it was unusual/bad). They then try to use language to deny liability by saying they are a 'moving coordinator' since they hire out the actual move to craigslist people / day laborers. It's very sketchy and predatory business practices. I don't expect them to actually resolve anything considering they are not interested in customer service or running an ethical business, but I would like the record of how badly they screwed us over to be in your official records (if that's a thing) - I've never filed a complaint with BBB before but I would hope that if you get enough complaints like this you guys take some kind of action against the company to shut down these predatory practices.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Misrepresented themselves as being with Allied Moving Vans and then with Southern Guarantee Moving who mispresented themselves as being affiliated with Allied Moving Vans as well. An unmarked truck arrived and the driver enter our house and started surveying the items and talking about how much more he was going to charge. The inventory we had submitted was missing two big items. One was a piano and the other was a motorcycle. I had even paid a separate deposit for the motorcycle. The moving truck has temporary plates on it, was unmarked, and was not a freighter like previous moving companies we had used. The driver tried to convince us to call Southern Guarantee Moving and tell them he didn't show up and that he would give us a special deal and move us overnight as opposed to the 7-21 days that it would normally take. We were told by Southern Guarantee that it would be 1.5 to 2 days to arrive at our new home. I don't know where the 7-21 days came from. After speaking with Allied Moving Vans, they confirmed that they did not work for either mover. Altogether, we were bilked out of around 3,000 dollars.

  Business response

  10/07/2022

  Consumer Response /* (3000, 7, 2022/07/27) */ ***Document Attached*** This is the first of the two original binding estimates, you will notice that there is no cancellation policy listed at the top. Consumer Response /* (3000, 8, 2022/07/27) */ ***Document Attached*** Southern Guarantee Moving finally responded to my requests for the two binding estimates that they had removed from my online availability and sent them to me this morning. Although I've not scrutinized them very thoroughly, the second one did include my motorcycle in which they required a second deposit of $1058 from me. The most important fact is that although they misrepresented themselves as a moving company instead of a broker, they are not authorized by the FMCSA to broker motor vehicle transportation. I've also included the pictures of the unmarked truck with fake temporary TX tags placed over metal license plates. I can't remember what I put in my initial complaint, but we didn't even know the name of the mover since he didn't identify himself until we demanded it later. The only documentation he provided what I believe is a blank bill of lading from a company out of Maryland. Based on my knowledge, they are neither authorized to transport motor vehicles or even operate in the state of TX I've included a photo as well. On one of the binding estimates, in one of the first paragraphs, it is stated by the broker that they arrange transport by a FMCSA carrier. Lastly, there is a statement further in the binding estimate that states that for no reason will they refund a deposit if the customer refuses pick up. When they didn't fulfill their responsibility of providing an authorized mover, then the contract would automatically be voided. Also, their policy suggests that you must allow a rouge mover to take your household goods knowing that their operating illegally, but either way, you can't get your deposit back or you might get partial credit for the deposit in a future move only if you let them know in advance of 7 days before the mover arrives. Their website, unless it was added within the last few days does not list any movers they broker as required by law. Once again, we had to demand some sort form of identification of the driver after he arrived. The company he supposedly represents has yet to respond to my request for documentation of the potential move being arranged by Southern Guarantee Moving. This year alone, according to the FMCSA website, Southern Guarantee Moving has garnered 63 consumer complaints. One other fact just found, Southern Guarantee Moving added the cancellation policy to the top of the document that was not there in the original binding estimates. More to come as I continue my own personal investigation of facts. Thank you, ***** ***** Business Response /* (1000, 18, 2022/08/22) */ Hello Expert home moving never did any service to this client, Expert home moving never give any quote or any contract with this client, Expert home moving doesn't have any relationship or anything associated with this client, For any questions please contact 443-334-7909 Ronnie ***** Thank you Business Response /* (1000, 19, 2022/08/22) */ Hello Expert home moving never did any service to this client, we never give any quote and no contract with this client, Expert home moving doesn't have any relationship or anything associate with this client Thank you. For any questions please call 443-334-7909 Ronnie *****. Consumer Response /* (3000, 21, 2022/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I not only have documents proving their illegal activity, but multiple witnesses that can provide affidavits supporting my claims. I also have photos. One of my witnesses is a former green who has seen this type of nefarious activity occur multiple times to others during his military service. There's also other possible complaints as documented by the FTC. If more info is needed, it can be submitted as evidence which is unrefutible.

*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. ↩