Complaints

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/20/24 I received a quote from Xpress Movers for $489 which would include 3 hours and 3 professional movers w/ a moving truck. I called & spoke to *** to confirm they could provide this service for Sunday, 2/4/24 10a-1p. The movers arrived at 9:50a & as they were walking up the stairs to my apartment, we could hear the supervisor complaining. When they entered our home, he says to me, "I thought this was going to be an easy move on the 1st floor since it's a Sunday". I proceed to explain to him, that all the details had been discussed with *** (manager) and they knew it was a 3 bedroom on the 3rd floor going to a townhouse less than 5 miles away. Everything that needed to be broken down was already done & everything else was boxed up & ready to go, including beds. 2 of the movers worked efficiently. When we made the 1st trip, my family (4 of us) helped unload the moving truck. The supervisor only came up to the 1st apartment 3 times. He stayed outside by the truck most of the time and complained. Then he said that we were out of time when I clearly had about 45 mins left. I told him that I wasn't paying until the job was completed. As we leave, I notice the movers also stopped at the store for whatever reason but on my time. They tore the bottom of my king size ************ watched as they did it, so when the supervisor tells me the mattress was already torn, I explained that I saw them tear it on the stairs and that I even heard them talking about it. Very unprofessional. This caused the 5 layers of memory form to buckle in the middle of the mattress due to the tear. I was told they would reimburse me after I found out how much it would cost to repair the mattress. I called where I purchased the mattress and was told it couldn't be repaired. It was a $2199 mattress that I paid $1300. And after unpacking, several other items were broken as well. I was told a check had been mailed to me over 2 weeks ago. (never received) I sent a follow-up email, no response.

  Business response

  04/17/2024

  Hello this is *********************** from Xpress Movers this customer didn't wont to pay for insurance on her move her contract stated that she signed its only up to *****. We sent her ***** dollars back in March 1 2024

   

  *****************************, Manager

  xpressmoversllc.com

   

   

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

  Henrico, Virginia *****

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

   

  "We Are Here to Take You Home"

   

  

  Customer response

  04/17/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I attached the email that stated they mailed out a refund for damages and I never received it. I also spoke to someone at Xpress Movers and they stated I was being refunded for the damage. When I requested services, I was never told anything about adding insurance. The contract they sent in, was signed at the end of the job before we saw how they  left my mattress damaged.
  
  Regards,
  
  ***********************************
  
  
  
  
  

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a veteran and the VA used xpress movers when I was moving into permanent housing October 2022. They broke my dining room table, chipped several pieces of furniture, and broke an entire containers worth of antique ******* that I inherited from my grandmother when she died. In total, several thousand dollars worth of damage. I was told that the most for the insurance claim I could get to cover my losses was just under $600. So far I have only received $250 of that claim. The reason I was given that I did not receive the full amount was because their insurance sending them the wrong amount for the check. I have been calling the business and leaving a voicemail almost every week inquiring why I have not received this check. They have stopped answering my phone calls and have not been responding to any of my voicemails. In addition, I went through the website and sent an email that way. Still no response. I also left a ****** review hoping that someone would get in touch with me that way, and they still have not. Again, my move was October 24th, 2023. It is now almost April of ****.

*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. ↩