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:04/04/2025

  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.

  Subject: Immediate Attention Required: Property and Item Damage from 3/29/25 Move Safe Ship Movers, (Express Van Lines) Move #******* I am including the property management company in this correspondence as the property was also damaged.I am writing to formally report a series of serious issues that occurred during the final delivery of my household move on March 29, 2025. I am extremely disappointed with both the handling of my belongings and the conduct of your moving team.The delivery crew consisted of only one driver and two helpersone of whom quit a quarter of the way through the job. The remaining movers spent the duration of the move arguing with each other and expressing open frustration. Their unprofessional behavior and lack of care directly contributed to multiple damages, both to my belongings and to my new home.Specifically, the following damages occurred:Eight boxes marked fragile arrived crushed or torn open, resulting in broken items including:oA china serving platter oA glass lamp shade oA glass butter dish Dining table: Missing a bracket, making it unassembled and unusable Patio chair: One pillow missing Desk: Scratched and visibly damaged Side table: Corner completely broken off Chair: Upholstery gashed Home damage:oSmoke detector knocked off the ceiling oMultiple wall scratches and scuffs oOne interior stair step broken oA chunk broken off the stair ******** oBaseboard scuffs and floor scrapes These issues are unacceptable and indicate a complete lack of preparation, professionalism, and accountability on behalf of your team. The insufficient staffing and failure to take basic protective measures led to damage that now requires repair and replacement.

  

  Business Response

  Date: 04/07/2025

  We have reached out to this customer and sent them a claims for and on top of what they are offered through our claims department, even though they opted to NOT include Full Value Protection during the reservation process of their moving contract, we have offered the customer $400 in compensation for the "Damages" that the customer claims we caused.

  We already sent this message to the customer and have not heard anything back:

  Pic 6405 ************* + Labor $35 Pic Templeimage (Railing) Small break $35 Pic 6366 Alarm. Labor $45 to install pic6358 Rubbermade tote $50 Cost of TOTES pic6356 MIssing Cushion $65 Pic6353 Crack corner wood, $35 Pic 6352 Scratch $35 labor, sand and paint Pic 6349 Missing piece $25 ... Aside from what Claims is willing to offer you Express has agreed to make a FINAL offer of $325 for the following damages and $75 for any inconvinience, a total of $400. This is assuming we did indeed cause all those damages and of course us taking full responsibility. This is a FINAL offer and there will be no negotiation, if you agree to this compensation then we will send you a release form to sign and have you close the complaint witb the bbb, we will then refund your card with the $400. Please let me know so we can allocate the funds as I am only authorized to offer a certain amount x week to customers and decided to compensate your case.

   

• Initial Complaint

  Date:03/04/2025

  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.

  On Jan 31, 2025, I booked my move rate with ********* J. ****** the apparent SITE DIRECTOR/ SALES SUPERVISOR for Express Vanlines. I was given a quote of $2195 and told estimated delivery will be between March 2-4th. Once my items were picked up on Feb 25th, I was told the items would be loaded onto a truck back at the warehouse the next day. That night I was given a different rate of $3800 because they broke down my furniture causing the piece count to be higher than the estimate. They also miscounted and put my piece count to 77 pieces instead of 67 pieces that they created. I was able to speak to the dispatcher for my order, ****, who told me it would be cheaper to get rid of some pieces so I chose to not take my dining room table set to save money (even though the set was accounted for as 1 piece on my estimate and changed to 6 pieces the day of the move by the company. Once I paid my second deposit upon pick up, I moved my self to ***** to wait for my items. It was estimated to be delivered within 5-7 days of pickup. On day 7, March 4th, I tried to call the office and both the sales supervisor and dispatcher and no one would return my call. They refused to speak to me and said to TEXT ONLY. **** was rude over text and told me I have to wait another week for them to send my items and that my items were still in ***** and never loaded. I have gotten so many different stories and commitments from this company on my housing items being moved. They are extremely unprofessional and have no customer service. They have tried to pull more money out of me for no reason while sitting on my deliverable items forcing me to have nothing in my home when I moved to *****. This company should not be used for ANY moving needs due to terrible service, no commitments on delivery and dishonest pricing.

  

  Business Response

  Date: 04/15/2025

  We have reached out to the customer to request how we can resolve this situation, her items were delivered and we would like to part ways amicably, I will contact our BBB manager once a resolution has been sought.

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Terrible experience. Their dispatcher **** is a *****. We wanted to add a queen bed frame and wanted to charge me ******** just to add that. I said I can buy a new one for ****** so no I will just leave it. Then came back and said we used more cubic feet than the quote ********* had did for us and can you guess how much it was weird ******** same amount as adding a queen bed frame. When Initial contact was made to get the quote my girlfriend and I did a 3 way call with ********* who guaranteed wed have our stuff on 3/1. **** will rip you off and yell at you even when it was their fault for not delivering on time. Also when problems arise ********* will not answer his phone. I was called on 3/1 and said that now it would be 7-10 business days and I said thats not good enough and that they will now deliver it on 3/23 when we have a contract that says 3/1 and that ********* said it would be there by then. Thats the reason why we chose them but stay away from this company do not use. I will be reaching out to the better business bureau as they have so many complaints there. Good luck if you use them. I want my 1100 dollars back from the original quote.

• Initial Complaint

  Date:02/13/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  We contracted Express Vanlines to move our household furniture and electronics along with other items from ********* to **************. We were very clear on the manifest (list of items and their sizes) and we confirmed with our contact that the only way the price would increase would be if we added items that were not already accounted for in our final inventory.On moving day, our manifest matched our inventory list with 100% accuracy. However, the space on the truck the items took up was under-estimated by over 200 cubic feet, adding $1,400 to the cost. We were told the reason for this increase in spacial requirement was due to packing blankets and packing material. This was not explained in advance and was well above the contracted rate. After "spirited" debate and discussion, we agreed to pay only $700 more and the company accepted that.The contract stated that the items would take 7 - 10 days to arrive and we were prepared for that, and longer. The driver, ****** asked when we would be in ************** to accept delivery and I explained that we were leaving Sunday (the items were picked up on Saturday) and that we would not be in ************** until late Wednesday night and wouldn't be able to take receipt of the items until Thursday or after. (Well within the 7-10 days.)However, the driver called Monday, just two days later, and said he would be arriving in ************** the following day (Tuesday). This was not acceptable. We had only gotten as far as *********, but they would not wait. So I had to pay an additional $519 to buy a last-minute flight on Southwest to fly to ************** and meet the driver the next ********** total out-of-pocket extra is $1219.00 and the company didn't seem to care. To make matters worse, they charged me for using a credit card, which they never explained until the final payment. They did not charge me for the credit card method when I paid the deposit!

  

  Business Response

  Date: 02/13/2025

  We are looking into this for you, we are always available to asssit with any disputes that may arise when it comes to move day. We will look at the best way to resolve and respond to you in hope that we can reach a solution.

  TEAM EXPRESS

  Customer Answer

  Date: 02/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have agreed to refund me $319.00 of my overage.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:01/27/2025

  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 the beginning I was told misleading information from ********* J. ******, the site director and sales supervisor, assured me that my belongings would be delivered in 7-10 days. The company picked up my belongings on December ******* a date they suggested. On January 7th, after me texting him for days for any updates and him not responding, he finally called. During this conversation, he mentioned weather conditions, and I asked him to break that down. He said, We need to keep our lights on, and if we move your items without having another shipment, we will be losing money. So weather conditions can mean more than just the weather. Therefore, I had to wait even longer due to slow business, which was a big red flag. Because this could have simply been told to me before booking. Also , On January 22, 2025, I spoke with ****, a dispatcher for the company, and his coworker one of the companys drivers. They assured me that my items would be delivered on Friday, January 24, 2025, between 9 AM and 12 PM. They also confirmed that the total remaining balance would be $1,219. However, on January 23, I called to verify the price again, and **** claimed he had confused me with another client after talking to me for 35 minutes about my move to *******. He also stated Im human mistakes happen Im not a machine. Taking no accountability of his mistake and lack of communication. He then informed me that I would need to pay an additional $700 shuffle fee, On top of that, the dispatcher, ****, had the audacity to suggest that I rent a truck myself, hire additional movers to unload their truck, and pay them again to deliver my items to my home if I didnt want to pay 700 dollars. That is both unprofessional and unethical for a company to suggest.

  

  Business Response

  Date: 02/18/2025

  We have reached out to customer after we heard the messages between the original sales *** and the customer where the sales *** did indeed ***resent the estimated delivery dates correctly and did express the reasons why shipments can be delayed and although weather is one of them, it wasnt the only one he mentioned. There were several factors why a delivery can be delayed especially that time of year. We stand behind the sales ***s ********* as they are within our guidelines. WE are however investigating the communication regarding the delivery and where the break down was, we are also investigating the shuttle that was charged. We have been in touch with the customer and let him know that we are looking into this matter and if there is merit for compensation due to Express Vanline.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22856086
  
  I am rejecting this response because:I disagree with your claim that the estimated delivery dates were properly represented. In my initial conversation with your sales **** I was specifically told my belongings would arrive by January 4th. That was a key factor in my decision to book with your company. Only after my items were picked up did the story change. But I moved pass that fact and was just getting the run around after. 
  

  And for the shuttle On January 22, 2025, I spoke with ****, a dispatcher for the company, and his coworker one of the companys drivers. They assured me that my items would be delivered on Friday, January 24, 2025, between 9 AM and 12 PM. They also confirmed that that a shuffle fee would be 350. However, on January 23, I called to verify the price again, and **** claimed he had confused me with another client after talking to me for 35 minutes about my move to *******. He also stated Im human mistakes happen Im not a machine. Taking no accountability of his mistake and lack of communication. He then informed me that I would need to pay an additional $700 shuffle fee, On top of that, the dispatcher, ****, had the audacity to suggest that I rent a truck myself, hire additional movers to unload their truck, and pay them again to deliver my items to my home if I didnt want to pay 700 dollars. That is both unprofessional and unethical for a company to suggest. The lack of accountability and respect for their customers. And I stand by my complaint and review. 
  
  
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 02/19/2025

  As stated on the contract your first available delivery was Dec 30th. This means we can not deliver NO sooner then the 30th. The 4th was never guaranteed. NO company can guarantee a 1 day delivery going 2500 plus miles. No where does this guarantee exist. Most customers that request a specific delivery time frame, expedite delivery service are charged for it and they will have it on the contract. NO where did the contract state it would be delivered on the 4th. Mr. ****** never stated it would be delivered on the 4th. We have heard all the recordings. 

  The attached documents were ALL sent to you which clearly state the delivery dates going cross country are approximations, the documents you signed that shows you were in accord with these terms and not once before the move did you show concern of the delivery spread which was sent to you by contract and after you signed the contract through a THANK YOU EMAIL that was confirmed to have been sent to you.

  We wanted to look into this shuttle issue for you but seems like you are set on your review and not looking to resolve this matter. We stand behind our sales *** that never guaranteed you a 1 day guaranteed delivery going 2500 miles with only 500 CF worth of space. 

   

• Initial Complaint

  Date:11/20/2024

  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.

  We paid for this company to move our items from **********, hold for one extra month of storage, and deliver to *****. The contract clearly states that goods will be delivered within 5-14 business days after notification of first available delivery date. Tomorrow is business day 14 after notification, and the company refuses to provide an update about our items or the timeline we will receive them. They have used profanity when we requested an update and they will not provide a timeline or status. They will not even confirm they have our items. We need our items delivered immediately as we have no household goods or winter clothes for our kids. The company will be in breach of contract tomorrow and I will escalate with legal action and pursue to the maximum extent of the law.

  

  Business Response

  Date: 11/20/2024

  Customer has a past due balance of $1800 for the additional storage AFTER the 60 days FREE storage we gave the customer, We can not ship items per policy until the storage fee is paid in full. Customer has requested delivery dates without paying what is due, we can not calculate what the delivery is going to be as we have to logistically plan the delivery based on other deliveries. The customer has called over ***************************************************************************************************************************************** route NOT for customers that owe a balance and their items are still in storage. This complaint holds no merit and is just the customers way of trying to affect our reputation, once the storage is paid as all customers pay, we will gladly schedule a delivery and adhere to our delivery window. 

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22583251
  
  I am rejecting this response because we were clearly communicated to IN WRITING that we would only pay one month of storage at a rate of $800. This supersedes any other previous communication made. Proof is attached. We notified the Company of the delivery date and at no point were we told that payment must be made prior to delivery initiation. Now 14 business days have passed, which is the maximum timeframe noted in the contract for delivery, and only now are we notified that payment for storage must be made prior to initiating delivery. We are happy to pay the agreed upon amount for storage prior to receiving our goods, but delivery must be initiated immediately and payment will be made to the driver once we verify our goods are present due to the untrustworthy nature of the interactions to date. Please notify once goods are in transit within 48 hours to avoid legal escalation.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 12/10/2024

  In regards to delivery the customer should know that all delivery spreads are only approximations: Each state has different regulations regarding how quickly movers must deliver goods after theyve been picked up from the origin location. Though, most states require deliveries to be made within 30 days or less although some states may allow more depending on the circumstances surrounding the move itself (such as distance). Its important to note that these regulations only apply if all parties involved in the move have agreed upon an estimated delivery date before pickup. (No Agreed Delivery Dates was agreed Upon) Otherwise,there is no legally binding timeline for when a mover must deliver goods by. 
  In addition to legal requirements around delivery times, several other factors can also influence when you receive your items from the moving company.Common issues such as bad weather or traffic delays can significantly impact how long it takes for movers to get your stuff safely delivered to its destination point something which any experienced mover should plan for but cannot always guarantee against due to their lack of control over external forces like Mother Nature! Also, storage fees may need to be paid if goods remain in transit longer than expected, which could delay arrival dates even further.
  Knowing these potential risks and what is legally required before signing any contracts with movers will help ensure youre prepared for whatever comes down the line. Common factors such as weather conditions and storage fees may cause delays, so being aware beforehand helps eliminate surprises later on down the road  once the items are picked up and delivered in SIT (Storage in Transit) your estimated delivery time, resets and until ALL fees are paid for the storage unit and at the same time we are notified, then at that point we can then arrange for delivery. If a customer tells us they would like delivery to be on a certain date but the storage has not been paid, then the moving company will not commit to any delivery time frame until per the companies policies and procedures, storage is paid in full and confirmation of the request to have delivery of the items is confirmed by both the customer and the mover. In this case, it seems customer requested a delivery of their items BUT the storage fees were never paid. In this case we are NOT liable for any damages as we have followed complete protocol  within the legal perimeters of the delivery of the customers items. 
  

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  They quoted us a price 6 weeks before we moved. We sold pretty much all the big stuff. The day they came to pick it up they tried to overcharge us $1000 saying we were over 200cuft. Anyone can look up a 26 budget truck and see how much room we took up after our stuff was loaded. It was NOT 200 cu ft over. I told them I wasnt paying 1000 more and they lowered it to $500 more. 26 DAYS is how long we had to wait on our stuff. Our stuff was packed horribly in the truck. Some things were broke including the turn signal light off my husband motorcycle that wouldnt start right away. The entertainment center, The mattresses that we wrapped in plastic protection were wet, dirty and the plastic was ripped. Some of the boxes were ripped. I have all the text and pictures and I want my $486 overcharge back. Im not even sure how youre in business. ********* said our price wouldnt go up unless we had more stuff than he quoted. We had LESS cause we sold all the big stuff so how did we take up more space?? If you underestimated that should be on you, not the customer. And dont even get me started on **** who is very rude and condescending especially when talking to me. He said I was an angry customer from the beginning of course I was when we were being up charged AND then had to wait on our stuff for 26 days. We had 2 mattress/box springs sets, a tall clock, 2 entertainment centers, 55 boxes, sm weight bench, sm toolbox, 10 weights, sm weight stand and a treadmill and was charged $3450. We were quoted $2964 which included dining table, 6 chairs, bench, 2 dressers, 2 nightstands. All of that was SOLD. We want the $486 back you cannot keep doing this to your customers. The also want CASH up front before loading/unloading.

  

  Business Response

  Date: 10/29/2024

  Please Contact ********* ****** to discuss the reimbursement of the $486 you are requesting. 

  Thank you

  Team Express

  

  Business Response

  Date: 10/29/2024

   

  Please contact ********* ****** to discuss the reimbursement of the money you are requesting

  ************ Direct Line.

   

  Thank you

  Team Express

  Customer Answer

  Date: 11/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They provided a refund. 
  
  Sincerely,
  
  Christy&******* ********

• Initial Complaint

  Date:09/17/2024

  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 used this companys services to move my personal property from **********, ********** to *********, ****** and after they brought my boxes after attempting to charge me an extra $700 for moving my property from a large truck to a smaller truck, the shade on my lamp was missing. My lamp shade is missing. I called the supervisor, **** and told him that my lamp shade is missing, he stated that he would call the movers to see what happened and would call me back later that day. I have not received a call from **** at all. I need a refund for my lamp shade (in which it is likely damaged and will not be returned to me) immediately.

  

  Business Response

  Date: 10/04/2024

  Dear client your   shipment needed to have a shuttle service in ********* because your apartment complex  didn't accommodate  the big size truck so we actual had to rent a smaller truck  and shuttle it for you and we did ask you to pay for this extra service that you received by us. Since you told us that you didn't t have the money to pay our management  decided to put the on the house as a welcome package and a gift to becoming a Nevada resident. that service alone was ****** the you didn't pay and saved. then after the delivery you called our company and complained a bout your missing lampshade,Which we do understand and we have no problem the pay you for your new lamp shade which in ****** website is not more that 25 dollars .

  we after not charging you ****** dollars and letting you to save that that cost .over a lampshade  you complained bout your lamp shade missing which is made out of a fragile  plastic  material and we just could not find it . 

  So my questions is:

  Is it that fair to  company:  That delivered everything else to you in no time with no and only  over one missing one k Lamp shade you posted a a bad review over a lamp shadow on our BBB account .

  if that is a case what if  how about having a 5 star review for doing your shuttle serves for free..

   

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22299597
  
  I am rejecting this response because: They tried to say that they had to transfer my items from a small truck to a large truck and the costs was $700.00 that I did not have to pay but they told me that my moving services would directly deliver my items from the smaller truck that they were on to my new address. They only moved my things from a smaller truck to a bigger truck to get extra funds. I was supposed to receive my items on 09/09/24 and I ended up receiving my items on 09/10/2024 (i.e., the next day) after many calls to them and many text messages to the company; also, on the 09/10/24, they called me and told me that they could not move my items in because I lived in an apartment complex (although they knew this information before I moved because of course they needed my new address to bring my items there and my apartment number and full address was on the contract), I called my apartment manager and she stated that they could bring the truck and then they called me back stating that it is going to be an extra charge of $700.00 to bring the items because they had to get a bigger truck to move someone else's items in the truck as well. When they finally arrived in the slightly bigger truck, my items were the only items in the truck and there was no need for them to move my items to a bigger truck because I moved out of a one-bedroom apartment and did not have many items that was necessary for a bigger truck. I would still like to continue with the process of getting a refund because they were one day late dropping my items off to the new apartment, they charged me extra to wrap up my items, and they lost my lamp shade after the contract stated that lost or missing items would be refunded. 
  
  Sincerely,
  
  Damunisha *****

  

  Business Response

  Date: 10/17/2024

  Please contact me directly to get more information regarding your complaint- Getting more information would help us in determine what exactly happened that way we can proceed to resolving this matter. 

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22299597
  
  I am rejecting this response because: I received a call from the manager **** where I was degraded, dismissed, and yelled at due to my complaint. **** asked why I reported the company to the BBB, he also said are you bored?; You dont have nothing else to do with your time? He also stated that Its a lamp shade, get over it, it happened, its done. I was very degraded and ridiculed all because I reported the company to the better business bureau and I would like to move forward with receiving compensation (I.e., my refund) because of the dissatisfaction that I have with this moving company, missing items, and also because I was degraded over the phone by the manager who made me feel like I was nothing and like my feelings and dissatisfaction did not matter. 

  
  Sincerely,
  
  Damunisha *****

  

  Business Response

  Date: 11/12/2024

  We honestly do not know what the customer wants at this point, we have offered her more than we are willing to offer which was for the lamp shade, we have tried to resolve this matter by offering her a refund due to the damage of the lamp shade, which she denied because she feels an employee spoke to her in a condescending manner, that employee has been suspended pending termination. We use this forum to try to filter out bad apples. So, although we appreciate her feedback and apologize for this disgruntled employees' actions, we cannot do anything more for the customer. Our offer for the reimbursement for the lamp shade is still on the table and we would like nothing more than to take responsibility for what we as a company may have caused but cannot do anything more should she no longer want to accept that offer and part ways amicably.

• Initial Complaint

  Date:05/02/2024

  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.

  I contracted transportation for a small move from ****** CA to *************** AZ via First National Moving. On the day of scheduled pickup I received no call to confirm arrival time - contacted First National and was told they would be coming on the back up date and was told they would arrive at a certain time and would call when they were thirty minutes away. On the day of pick up they arrived 2 1/2 hours early with no call in advance. They did not **** the boxes well. Since I am a military spouse and have moved extensively I know how this should go...I was told I would be contacted later that day to advise deliver coordination in **. On Monday I received a call sayin they could deliver on Tuesday am but it would cost $285 more (CASH) as it would be considered an expidited deliver. There had been no discussion at any time about that. I agreed because by now I was concerned about my items. Again I was told three different times of when they would arrive on Tuesday and then was told an hour which turned into three hours that morning. The driver was compromised with a knee injury and could not facilitate my items in a safe manner - he almost dropped an antique vanity which I saved from falling; his helper was good but some things needed two people; luckily I has someone there who could help but why when I was paying Express? One item never did appear; a leather and redwood foot stool that was full of family memories. They put boxes down upside down and knocked over items in my garage while placing items. It was a very unprofessional service and they have never found the footstool. The fee for expedited delivery was unacceptable. I want a monetary reimburse for the lack of coordination/quality service and unprofessionalism.

  

  Business Response

  Date: 05/16/2024

  Hello *************  *******

  we really trying hard to earn your satisfaction.

  According to your  agreement  you agreed to  get paid   $285.00 as a settlement and we did  send this to you once and I was returned back to us and we just  mailed it again last this week.  we do have the settlement signed by you in our files . 

  and according to this  settlement you agreed that you will be satisfied after getting 285.00

  we just don't know why you still make a bbb complaint after all anyways.

  Best regards.

• Initial Complaint

  Date:02/08/2024

  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.

  In December I contacted First National *** Lines for a move from ********, ** to the ****************. I was quoted $3100 for 585 cubic feet of truck space. First National *** Lines contracted my move out to Express Van Lines (EVL). EVL showed up to my home in ******** on January 6, 2024. EVL stated that the contents of my move totaled to 750 cubic feet of truck space which amounted to an increase to $5009. Which was impossible as I had disposed of many items and sent items to Goodwill. EVL loaded my items into a 26' Budget rental box truck. The truck was only loaded with my items. The truck was loaded to less than 1/3 capacity. There was also significant space above my items that went unused which is very important when calculating ** volume. As the total truck ** volume is of all useable space. Approximately only loaded to 25% capacity. Budget Rental truck states through their website and through phone communication that there trucks are roughly 1700 **. 25% capacity of their truck is 425 ** 33% capacity of their truck is 561 ** The ** of my contents were confirmed at time of loading AND delivery. I raised my concerns that same day with **** from EVL as well as the original moving company I had paid the deposit to. Days later ********************* the bills from 5009 to 4108, which is still much higher than the $3100 +/- I should have paid. I agreed to pay him the 4108 as I had no choice, as this individual had all my contents in his moving truck. I was held "******" to accept the lower but still inflated price. Now that I have my items, I can attempt to recover or at the very least expose his business practices. Therefore I am seeking a refund of $800. Apart from the aforementioned **** from EVL has tried to strongarm me to sign a form that would pay me $400 but I would need to remove the BBB review. Which I'm sure is quite illegal. He has threatened litigation if I win a chargeback with my credit card company or am awarded through the BBB platform.

  

  Business Response

  Date: 02/08/2024

  Dear ************ 1st  of  all  we thank you for your business we are very sorry for your damage on your grill .

   

  2- There are 2 different size of  those trucks and your pictures with size that you have mentioned one belongs to smaller 26ft feet one way truck with much lower in size and lower ceiling and it is called low cube truck and  ours was high cube much bigger about 200 cf in total and your picture is for a low cube truck 

  3-based on your own measurement  you told us that you must be charge 4108 and you did not want to pay for the packing and material that we have done for you either and to keep you as happy customer we agreed only . we also gave you about 3 weeks of free storage. then you asked us to expedite your delivery and although there is a charge for that we still didn't charge you and delivered your items once you got our new place.. (  free of charge ) 

  4- yes your grill was damaged  and you blamed it on us and we said ok no problem we pay for it although your coverage insurance was not a full valuation coverage on that grill which according to yourself was ****** ( we have text msg to prove ) we still agreed to pay you  $ ****** for it  with no problem  as long as you sign the release form and  once  it is signed then we will  refund your money for ****** dollars

  then you still  decided to cancel your payment that you paid through credit card. because it is lot more that ****** dollars. 

  so please tell me what is that that we have not done to please  you *********** and we will still send you ****** dollars as long as you sign the release form ************.

  Best regards.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21264597
  
  I am rejecting this response because:
  

  1.  You should be sorry that YOUR workers damaged the grill.   I told YOUR workers that the grill needed to be removed from the base and protected with moving sheets or other types of packing.  Yet I was reassured that it would be best shipped as by your driver *******.   As I suspected he was wrong.  Miraculously the grill arrived in a box as an attempt to hide the evidence that it was damaged shortly after pickup.   Thankfully I heard the ceramic pieces in the box as your worker unloaded it off the truck.   And demanded the box be open by your employee.  The price of the grill is over $800 not including taxes and shipping.  

  2.    Your claims as it being 2000 ** is asinine.   Budget who owns the truck told me on various occasions that it is 1700**, as well as their site online.  You will have to search long and hard to find ANY 26' box truck to even reach over 1900**.  All are between 1650-1800** max.  

  What we know is the truck is 1/4 filled with my items.  

  Even at your bogus 2000** number that is only 500** of space. Remember my quote was for 555** at the rate of $5/** which comes out to $2775.  I've attached proof of that quote, which is irrefutable.  

  Yet, when your workers gave an erroneous quote, why did they quote 750** and $5009?    Simple, because they are trained to inflate the ** so you can charge more.  Other BBB and other online reviews prove that.  I am not the only person that you have scammed this way.  

  3.  Incorrect, I told you $4108 is still too expensive from even the more ridiculous estimate you gave at time of pickup of $5009.  However to get the move completed I did not put up a fight as I wanted my items.  And my items were in your possession.  Effectively I was held ****** to accept.   Which is why I waited to receive my items to initiate the BBB dispute as well as with the ************************ for fraud. 

  Also, the storage is included in the original contract for up to 30 days.  You had to honor that because that is what the original broker put in his contract.  (First *********************************** The dispute is for the overcharging of $1000, not for the grill.  However the grill shows the incompetence of your company.  As well as extra damages which is closer to $1800.  I am fine with an $800 settlement.  

  And when trying to settle the grill issues via a claim with your insurer, turns out you had no coverage! 

  Your release form only protects YOU.  I cannot blindly sign a release form the way it was written.  Therefore a deal could not be had.  The chargeback with the credit card was placed well BEFORE the "release form" was sent to me.  

  My original quote which was for 555** covers more than enough for the items I had,  $2775+400 (move date fee) = $3175 total is what I should have paid.  Yet I paid you $4108.  $933 overpayment.  That is without counting the grill which is well over $800.  Packing was covered under my contract yet you decided to charge me for that.  To pack 2-3 boxes....

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

  

  Business Response

  Date: 03/04/2024

  ************ with all due respect: 
  After your charge back on your card you have taken away  more than what you have asked us to pay you back  on your service even based on your incorrect  calculation Sir. 

  
  Didn't you ?

  So we are the VICTOM at this moment . because now you are the one who owes us now and not the other way around Sir.

  So What is the reasons that you are still keep going with this complaint Back and forth because you are the one who took even more than what you just mentioned from us  after damage on your grill and etc....

  We wish you good luck on your new house and new life ************.

  Best Regards.