Express Line Moving Inc.

If you value your personal belongings, time, and money, DON'T USE EXPRESS LINE!

Review: I signed u to have a moving company move my family. On the day we were set to move the mivers showed up 3 1/2 hours late and in a uhaul truck. The [redacted] didn't even know what size truck he had. He guaranteed us that every thing would be alright and that he would let us know when we were getting close to the aloted square footage amount. The movers came in the house and all went different directions. One of the mover told my wife and teenage daughter that they should go somewhere and get out of the way. One mover stayed at the truck talking on the phone. The [redacted] was walking around outside. And one guy was moving boxes into the truck.

All this time my wife and daughter r sitting in our car watching what was going on outside. About 30 min after they started loading the truck the [redacted] got a call about another job. To which he said they would be done in an hour he was sure. He then told the guys they needed to hurry up they had another job. At that point they just started grabbing stuff and putting it in the truck. About 30 min later the [redacted] came to me and said we were 300 sq. Ft. I asked him how we were and why he didn't tell me before. He said" this is not my usual truck. But I can just tell. And our price went from. $1800.00 to $2900.00 and that we would be charged to unload the truck. So we agreed to pay and let them take our stuff. And then spent the next 3hours moving our furniture into my father inlaws garage. Only 3of theitems we put on the quote made it onto the truck. All ofthe rest of our stuff is sitting in Pa.

When my wife called corprate to complain a gentalman named [redacted] called us backand said there was alot of junk on the truck. I told him I tried to watch what they were taking, but they just grabed what they wanted and that was that.[redacted] said hewwould go threw and get the things he thought didnt need to be on the tuc and call us back. There were four stacs of eptycrates, box fans, and a few other things that were not supposed to be taken. He asked us to go over the list again and make sure there was nothing else we wanted taken off the truck. My wife went ahead and oppted to get rid of her two mirrorrs, microwave stand, and microwave. Which only brought it down 400 dollars. In the contract that I signed, the day the movers took my stuff, it says "I will pay the remainding balance when the stuff is delivered." Now they are insisting that I pay the entire balance before they put my things on the truck. This has been the most horrifi experiece I have ever had. Because of having to move the heavy stuff ourselves, my wife ripped her hernia, and was forced to have emergency surgery, that I was forced to pay a portion out of pocket for. This absolutly obsered, and your help in this matter would be greatly appreciated. Since I a getting no where with the moving company. Thank you very much.Desired Settlement: I will pay the balance of what the quote was originaly when the truck is in front of my home. By money order.

Business

Response:

First we would like to apologize for any inconvenience the

customer may have experienced during their move. It is never our intention for

our customer to be less than satisfied with our services.

Delay in pickup: We require that customer’s are available an

entire day for the arrival of the truck as its time of arrival is depending on

many elements such as road, weather and mechanical conditions.

U-haul Truck: Due to our company truck having mechanical

problems, our employees had to rent a U-Haul truck while our truck was being

worked on at that time. Had they not done so,

the customers move may have been severely delayed or canceled. Our employees

acted as they felt was best for our customer.

Disciplinary Action against our employees: We regret the

customer had to sustain such unacceptable behavior of our [redacted] and crew. Our

company policy provides for disciplinary action when such a complaint is

received by a customer. The matter has been addressed by our management. We

thank you for bringing the matter to our attention as it helps our quality

control department avoid such future complaints.

Marking Items: Our movers do not know what is to be shipped

unless it is specified by the customer. It is

the customers responsibility to make sure all items they require to be moved

are collected by the movers.

Overcharge: On 02/**/14 the customer was provided with an

estimate for 50 pieces. Per Federal Regulations any additional items and

services requested which were not included in the Original Estimate and may

result in additional charges require that the movers provide a Revised Estimate

which automatically cancels any previous given estimates. The customer was

provided a Revised Binding Estimate which included all requested additional

services prior to the loading of their goods to which their signature attests.

We regret the customer found it necessary to file a Revdex.com

Complaint but we trust that the above explanation enables them to better

understand our position in this matter.

Review: Our experience moving with Express Line Movers was totally awful. Consumers need to be warned of their deceptive practices. In our opinion this is a bait and switch mover.

1). Original estimate $5,323.62 - Actual cost $11,300 ($13,500 with tips).

2). Wrapped furniture with pads (standard for movers) but then boxed them too, charging us for boxing supplies and adding additional chargeable cubic space on the truck. Padded their bill.

2). Missed delivery promise date. Tried to delay the date even another week.

3). Did not send unpacking crew as promised, we unpacked all our furniture and all our boxes and the boxes they packed are in our garage for us to bring in the house and unpack. Our garage if full front to back.

4). No return calls from management.

5). Broke my most treasured piece of furniture.

They sent an estimator to our house to estimate the cost of our move from Pennsylvania to North Carolina. The estimator went room by room, down in the basement, out to the back deck and patio and out to the garage. He inventoried all our belongings, there was nothing additional that we were moving that he did not see (in fact we decided after he left not to take our large dinning table and six chairs). The next day we received an estimate from Sean at Express Line Movers and we confirmed the pick up date. The estimate we received **Binding Moving Estimate Job No: [redacted] for $5,323.62.

The day of the move the same person who did the original estimate came with his daughter and two other movers. We watched in confusion as they wrapped and taped all our furniture and then made boxes which they put our already wrapped furniture inside. They wrapped and boxed everything including an old ironing board and the top of my husbands work bench (why would you wrap and box a piece of wood that gets hammered and painted on). It became apparent why they wrapped to these extremes when we were told, after our goods were on the truck) that the actual cost of our move was $13, After we got angry and said we were senior citizens on a fixed income, that this was a total shock and a hardship he called someone and told us they were giving us an 8% discount. The final move total was $12,300. So our estimate went from $5,300 to $11,300. That's 118% over the original estimate. The original estimate was not an over the phone or internet estimate, it was based on a visual observation by their own estimator. We feel they took advantage of a nice senior couple. All that extra packing was overkill and the only explanation for it was to pad the bill.

The moving team leader told us around 2 pm that we would also need to pay his team a 10 to 15% tip which needed to be in cash so he told us "you better go to the bank now if you don't have the money". The original estimate stated on pickup day 60% of the amount needed to be paid and that we could use a credit card. After all our stuff was on the truck, we were told the payment needed to be in certified funds and that I should get a certified check the next morning and overnight the funds to their office in Brooklyn. We had to delay leaving for NC so we could go to the bank in the morning.

When my husband originally contact Sean at Express Line he told my husband they would pick up our belongings on Tuesday July [redacted] and said they had another delivery in our area so they would deliver that weekend or Monday July [redacted]. The day before they picked up a person identifying themselves as a dispatcher confirmed with my husband that we were ready to be picked up because they had room on a truck heading in our area and we would be delivered that weekend. After we did get receive our goods as promised, my husband called and was told it would be another week or more. My husband called back and demanded to speak with Sean, no call back so her called again and was told it might not be possible for Sean to call back......my husband got very upset. Around 6pm a driver for the mover called and said they would be at our house the next afternoon. To date Sean has made no attempt to call us.

When the driver came he only had 1 helper. We were told that an unpacking crew would be sent to help unpack our goods in NC. No crew was sent and the 2 guys on the truck were understandingly overwhelmed. Let me note that these two men were really nice and worked continually to exhaustion. We felt so bad for them that we did all of the furniture unpacking for them and we just had them put all boxed items in our garage. Our garage is full front to back. My husband and I have weeks of unpacking to do. We are both over 65 and we were doing labor that we were told was part of the cost we paid to move. This morning, the day after delivery we are in pain from all the moving we did yesterday and we have many days or weeks of unpacking ahead if us. Not to mention the fact that we will have to get rid of all the trash after we are done with all the boxes

Our last issue was that my curved glass curio/china cabinet arrived broken. The estimator even stopped to tell me how expensive this piece of furniture was and how you just don't see these anymore and then they did not protect it properly. It amazes me that they over protected a work bench top but not my fragile curio. I'll see how they respond to my damage claim.

All in all this was a painful, stressful and extremely expensive move. Our total including tips was $13,500. I think Express Line is a bait and switch company. They should reimburse some of the extreme difference between their original estimate and their ending invoice. And they should pay us for our labor to unpack their delivery.Desired Settlement: I want a refund for the additional charges they added for excessive packing. They even took my boxes and reboxed them to drive up their cost. Since their original estimate was based on an in home estimate where they personally saw everything we were moving, I feel anything over 25% additional should be returned to me. Especially since we did our own furniture unpacking so they could take back their furniture pads.

Business

Response:

First we would like to apologize for any inconvenience the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services. Overcharge: Per federal regulations any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide a revised binding estimate which automatically cancels any previous given estimates. The customer was provided a revised binding estimate which included all requested additional services prior to the loading of their goods to which their signature attests. Miscalculation on size of move: Customer had more items that the initial estimate. We even sent an additional vehicle to pick up the rest of the stuff. The customer had an additional 300 cu. Ft. Delay Services: They were definitely within the delivery window (10 business days). Per our Estimate and Bill of Lading governing this move, we have up to 21 business days from first available date to deliver the shipment. Although we work very hard to meet our customer’s requested pick-up and delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable. Damages: We understand that the customer has suffered some loss and damage to their goods and have referred them to our claims company to file a proper claim. We are unable to offer any monetary compensation to the customer until they file a claim and provide all the support required to allow our claims company to properly analyze the claim. We do go above and beyond for our customers and many times allow amounts beyond our legal liability depending on the circumstances of each case. We regret the customer found it necessary to file a Revdex.com complaint but we trust that the above explanation enables them to better understand our position in this matter. Unprofessional manner: We regret the customer felt they sustained such unacceptable behavior of our crew, Express Line Moving Inc. never takes advantage of people. Our company policy provides for disciplinary action when such a complaint is received by a customer. The matter has been reported to and addressed by management. We thank you for bringing the matter to our attention as it helps our quality control department avoid such future complaints. Contact with the company: Express Line Moving Inc. customers are top priority, if the customer wants to contact our company again, can feel free to call us anytime and we will always be available to answer questions and meet their requests. For further assistance with filing claims the customer may contact CSI directly at [redacted] or via email at [redacted] We regret the customer found it necessary to file a Revdex.com complaint but we trust that the above explanation enables them to better understand our position in this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I would like to submit a rebuttal to the response Express Line Movers sent to the Revdex.com re: Inqiry [redacted]. It is my opinion that this response is not truthful and misleading. Overages: The company's response that we had added additional items after their original estimate is a complete lie. In fact, between the time they gave us the initial estimate and when they came to load our goods, we decided not to take our dining room table and six chairs and our kitchen table and two high bar stools. The estimator who came to our house saw EVERYTHING we were moving when he did the estimate. We had been negotiating with another mover at the same time (I would be glad to provide that information to the Revdex.com if requested) as Express Line. Express Line gave us a binding initial estimate and based on that estimate we decided to go with them. I believe they never had any intention of honoring that estimate. The final charges were more than double. Yes, I did sign a revised estimate, but only AFTER our goods were on their truck. The statement that Express Line made that I signed the revised estimate before they loaded my goods is COMPLETLY FALSE! We felt powerless when we were presented with the revised amount. We had to move, our things were already on their truck, and quite frankly we were afraid of never seeing our things again if we didn't.Miscalculation on size of the move: This is totally false. As I stated above, we did not add anything that was not shown to the estimator. In fact, we removed items. The additional vehicle that was needed was because of their packing to increase their bill. They wrapped our furniture with moving pads & then put them in boxes. They put a few small items from our garage into a large wardrobe box with a ton of paper to fill the box up. They wrapped a wall clock measuring 20" in diameter in a 31"x44"x4" box stuffed with paper, there was nothing else packed in this box. They took the small boxes we packed in heavy duty boxes and repacked them in larger boxes with a lot of paper. It goes on and on. They charged me for all this excessive packing and then charged me with additional cubic space in their truck...which they created. The only explanation was to pad their bill and take advantage of a nice old couple. And let me repeat, the revised estimate WAS NOT presented to me until my goods were on their truck. We felt helpless and sick to our stomachs. Sean in their office knew how upset we were (or at least we were told by Benny that he knew) because we got angry with his loader Benny so Benny said he called Sean to see if he could reduce the bill since it was around $8,000 more than the original estimate. Benny came back with another revised bill that was $6,000 over the original. This all transpired late that evening after our things were on the truck,not in the morning before loading our things. Delay in service: This just boils down to what the fine print said in the contract versus what we were promissed when they were trying to get our business.Finally, They never responded to the issue we had with having to do our own furniture placement and unboxing of our furniture. They did not send the unpacking crew they promised would be there when the truck driver delivered our goods. My husband and I (both over 65) had to move our furniture in place and remove it all from their boxes and furniture pads. All other boxes were left in our garage. Any boxes they packed are either mislabled or not labled at all. This has created a tremendous amount of work for us. We do have damaged items and we will file a claim once we are done with our unpacking mess. Several expensive items were damaged. We need to have our computer checked prior to using because they packed it upsided down, unwrapped and covered by other metal items. They wrapped my husbands work bench top in a furniture pad and then boxed it but they took no measures to protect our computer or a cherished curved glass curio cabinet.

Sincerely,

Business

Response:

Overage/Miscalculation: The customer’s inventory list that they provided differed from what they actually shipped. While they removed some items they still added more which increased the inventory. We are glad to provide the shipping documents to show this. Delay: It is not fine print, it is clearly printed on the original estimate (sent before the move via email so there is plenty of time to open it, enlarge the size of the email so they can read all terms). Services: As stated in the previous responses, we do apologize that the customer feels dissatisfied with any part of our services. However, ALL OF THESE COMPLAINTS can and must be addressed through the claims process. The customer still has not even bothered to attempt to file a claim and seek an amicable resolution. We will offer compensation to the customer providing we are deemed legally liable through the claims process. However, the customer refuses to focus their energy on trying to resolve the problem. To the contrary, the customer is keeping us busy responding to her complaints. Online: If you are looking for any smut on anyone you will find it on the internet. We suggest that everyone look up their own names and/or where they work. We put no faith in online reviews as many people use it for a gossip column. In summary, we are reaching out to the customer to allow her the chance to prove all she says. If we are deemed responsible for an unintentional overcharge or for service complaints we will be advised by CSI and we will compensate the customer for these inconveniences. However, it takes 2 to resolve problems. We regret that the customer found it necessary to continue their Revdex.com complaint, but we trust that the above explanation enables them tobetter understand our position in this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My complaint will only be resolved if the Revdex.com posts my complaint and the responses by Express Line Moveing on their web site. I'm done with this ridiculous back and forth. The company continues to state that it was my initial inventory list when it was in fact their estimator that prepared that list. For this company to state that reviews posted to the yelp.com site by "their own customers" is gossip confirms that this company does not have a clue about customer service or operating honestly. As for not taking the time to file a proper complaint to claim my damages, we have not gone through everything they packed. Rest assure I will file my claim within the required timeframe. I will also post my experience with this company any place I can find online with moving company reviews. Maybe future customers won't consider that gossip. Will also contact several senior citizen organizations to warn others.

Sincerely,

Review: On October **, 2014 I was given a binding moving quote from Express Line Moving of $1586, after they came to my home to see what I needed moved. The day of the move they said I had more furniture then originally given the estimate for and raised the price to $2100. At that time I had no choice but to agree. I was told they were insured and bonded and everything would be ok. Upon arrival at my new location they unloaded the truck and and some of my furnitue was damaged and 2 pieces were lost. I called the company to let them know of my losses and damages. I was told to make a claim with their insurance company which I found out later is the same owners. At that time I called [redacted] and disputed the charges. I had $2645 worth of a loss. Their insurance company CSI offered my $46 for my loss which I did not accept. CSI claims I agrees to accept $0.60 per pound of damaged damaged furniture. I have had [redacted] dispute this charge for the past 10 months. I would tell you to never use Express LIne Moving and to carefully read the contract, the entire contract and not to initial anywhere with out having your lawyer present to explain exactly what you are initialing. These movers are scam artists.. I should of known never to do business with a company that does not have a [redacted] page, because they are afraid of all the negative reviews they would receive.Desired Settlement: I would like my damaged furniture repaired and my loss fffurniture replaced.

Business

Response:

First, we would like to apologize for any inconvenience that thecustomer may have experienced. It isnever our intention for our customers to be less than satisfied with ourservices. When creating an original estimate we are completelydependent upon the customer to supply accurate information concerning theirinventory list and any additional services that they will require tosuccessfully complete their move. The estimatorprovided an estimate based upon 52 pieces to be packed and shipped(approximately 472 cubic feet). Uponarrival to the origin, the movers saw that the items would not fit into theestimated 472 cubic feet that was reserved for the customer’s shipment. Ourcrew is not in position to assume all items are to be moved especially if thelist on the estimate they have in hand is different. They will start off by loading the items theywere able to identify from their list, unless they were informed by thecustomer that they have a change of order and will need more items to be loaded. At that point, the movers will cease fromloading and will issue a revised estimate to include the additional items nowrequired to be moved. The customer choseto proceed and instructed the movers to pack and load all the items. When they did so, the items ended up being atotal of 675 cubic feet and the total inventory list was 70 pieces (this is anincrease of 18 pieces). The increase inthe inventory list resulted in an increase in the space reservation required totransport this shipment, therefore increasing the price for the move. However, if the customer would kindly look atthe legal and binding contract, their Bill of Lading. Their price did increase, but they wereprovided a generous tariff discount which was just about equal to theincrease. However, the customer omitted tonotice this or mention this in their complaint. Licensed/Insured/Bonded: We are all of these mentioned here. All legitimate moving companies must be licensed, insured, andbonded. Movers are not required to carryinsurance (as often thought) that covers loss/damage due to a normal movingprocess. Movers do not know what the contents of the boxes are and cannot beexpected to insure items which they do not know what they are, what theircondition is upon accepting the shipment for transport (most things are alreadywrapped or covered so the movers cannot inspect them), or what the items aremonetarily valued at. Valuation NOT Insurance (no lawyer required - just read the information supplied toyou so you can make informed decisions): The original estimate sent to the customers via email for them to reviewat their own convenience before they are asked to sign or pay any moniesexplains “valuation” coverage and how it is not insurance but a level ofliability that customers choose for their move. This information is sent to the customers in advance and via email socustomers have time to read, comprehend, and ask any questions they may have. Therefore,on the day of the move it is one less headache for the customers and for ourmovers- we can explain but we trust that the customers have read all we hadasked them to (not requiring our movers to read and explain every term to them)so they can make informed decisions about their moving services. Valuation is also explained on the governmentwebsites that we provide the links to for our customers to review; “Your Rightsand Responsibilities When You Move” and “Protect Your Move”. TheBill of Lading also addresses Valuation and it explains it in detail. The customer will then select and sign fortheir valuation coverage for their move. Please see the attached Bill of Lading (legal and binding contract thatgoverns this move) and note the customer initialed by the released liabilityvaluation choice. The coverage they choose is not allowed to be changed. The customer chose the free of chargeReleased Liability Valuation Coverage which means that if things are lost ordamaged, and if through the claims process the loss/damage is proven to be dueto the negligence of the mover, the mover will pay the customer directly at arate of $0.60 per pound per article. Yes, $0.60 x weight of the item = $ compensation amount for that item. Similar to selecting auto insurance, if youchoose and pay for liability coverage only you cannot ask your insurancecompany to compensate you at the same rate as if you had been paying for fullcoverage. The customer’s items wereapproved and yes, the settlement offer is what is determined to be our legalliability based on Federal Regulations! CSIanalyzed the claim and provided evidence to show us that we may be liable for theloss and/or damage to the customer’s items. The compensation amount is NOTsomething they can change nor can we. CSIdoes not pay any claims because they are NOT insurance. Moving companies hire CSI to handle theirclaims because they can do this without bias and they are professional movingclaim adjusters. Otherwise, movingcompanies would analyze their own claims which would be difficult for thecustomer and the mover. Express LineMoving is not owned by the same people as CSI. This is misinformation. Monetary Compensation: The customer claimed 5 items. They claimed $1,000.00 for an ottoman,$745.00 for a coffee table, $50.00 for glass on framed poster, lost mirror $500.00and the television $350.00. The ottoman,coffee table, and poster glass were approved and compensation was offered basedon the weight determined by the American Moving & Storage Association’sstandard weight guide. The mirror wasnot noted that it was not received at the delivery, and the television thecustomer refused to supply pictures to show it was damaged at all. Dispute: The customerwas not satisfied with the settlement offer based on our determined legal liabilityso they were allowed to file a dispute. The dispute process is provided to allow customers the opportunity toprovide additional information to support their claim that they did not supplyfor the initial claim. Then a SeniorAdjuster will re-review the claim and take the additional information intoconsideration to see if any adjustments can be made to the settlementoffer. The customer could have sentpictures of the damaged television since that was needed to approve thetelevision. However, the customer stilldid not do this. The 32” flat screentelevision was not sent with the movers to transport. We regret that the customer found it necessary to file a Revdex.comcomplaint, but we trust that the above explanation enables them to betterunderstand our position in this matter.

Review: I paid for professional movers to unload my belongings and when it was delivered the driver stopped on the corner and picked up 3 men that were not associated with the company to move my stuff in. They constanly dropped my stuff on the ground and proceeded to break many thing to which I have pictures of. The tore my couch and my love seat which I also have pictures of. They were suppose to set things in the rooms which they belonged and assemble the beds that they took apart which they did not. The driver told me he didnt have time and had to leave because it was dark.When I called the company and talked to the head boss he told me he would talk to the driver and get back to me. This was 3 weeks ago and he hasnt called back and I have tryed to call him since then and he doesnt answer his cell phone. When I call the business itself they tell me he is overseas. My estimate was $5100.00 I winded up paying over $7874.00. I think I should have been treated much better then this after all I paid.Desired Settlement: I would like a refund to replace my things that were damaged and for not using professional people like they say they do.

Business

Response:

First we would like to apologize for any inconvenience the

customer may have experienced during their move. It is never our intention for

our customers to be less than satisfied with our services.

Additional Help: When needed for large delivery, we hire

additional help for the completion of the move, however said help does not come

from “the corner”. The additional help hired then becomes part of our company’s

personnel, and is able to assist with the move on our behalf of our company.

Any issues or concerns as a result of this new personnel, are then the responsibility

and liability of our company. We regret the customer had to sustain such

unacceptable behavior of our foreman and crew. Our company policy provides

disciplinary action when such a complaint is received by a customer. The matter

has been addressed by management. We thank you for bringing the matter our

attention as it helps or quality control department avoid such future

complaints.

Damaged Items: Pre Federal Regulations we must NOT

voluntarily pay any claims unless filed in writing per the filing requirements

and within the time limit allowed by law. The customer was referred to our

claims service providers CSI to file proper claim. The customer was sent login

information 03/**/14 to file a claim online. Up to date no claim has been

received. Any compensation, if due will be offered based our legal liability

and within the time frame allowed by law. The claim login information sent to

the customer allows filing a claim for their loss, damaged, delay, and/or

overcharge. All the above can and must be compensated through the claims

process as required by federal regulations. Once the claim is filled it will be

analyzed in the order it was received and compensation if due will be offered

on our legal liability and within the time frame allowed by law. For further

assistance with filing claims the customer may contact CSI directly at

[redacted]or via email at [redacted].

Please provide Claim ID **when contacting CSI.

Revised Binding Estimate: Per Federal Regulations any

additional items and services requested which were not included in the original

estimate and may result in additional charges requires that the movers provide

a revised binding estimate which automatically cancels any previous given

estimates. The customer was provided a revised binding estimate which included all

requested additional services prior to the loading of their goods to which

their signature attests. In the customers Original Binding Estimate they

requested 143 items, 1158 cu.ft. at $5.50 per cu.ft. , including the 8% fuel

charge and with a coupon provided by the customer of 25% off making their Original

Estimate $5,158. At the time of pick the size of shipping increased to 302

items and 1,700 cu.ft., including additional services and packing labor making

the customers cost increase to $10,498 with a gesture of good faith we provided

a discount of 8% so the customer then had the total amount $7,874.

We regret the customer found it necessary to file a Revdex.com

Complaint but we trust that the above explanation enables them to better

understand our position in this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This business has made no contact with me and has not returned my phone calls. I did not receive any email from them and I will make sure that I file the claim. They did in fact take 3 men off the Corner in the neighborhood because ?I asked the 3 men and I also see them all the time. My son and I had to help carry my belongings in the house because the driver told us he had to leave cause it was getting dark outside and my belongings were sitting in the street. I also have pictures of the things that were dropped and broken and damaged due to there negligence. When I talked to THE BOSS he told me he would have to talk to the driver and see what he said. I think what was done was very unprofessional and could have also put my family in harms way. I told the driver that I did not approve of just taking people of the street to home. This company DID NOT do what they said they were gong to do as far as using professionals to deliver my belongs and put them back together.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Basically I was deceived and misguided by this company, let me explain how:

We contacted Express Moving Inc to quote to move my family from NY to Texas. Due to the fact we have 10 kids, my company was kind enough to allow me to hire a full service moving company (packing, transporting and unpacking).

Everything was great with the salesperson, Sean. He followed up with me every other month to check if I was still interested, they showed up on time as promised to complete the estimate (they came by twice) and since they provided a reasonable quote at around 10% less than the other quote I received, we decided to use them.

As I was saying everything was great until the day of the move, they showed up and started packing but the guy in charge of the packing crew was continuously making comments about how much stuff we had and that the estimate was too low, that it was crazy, etc. etc.... Finally I told him, “I don’t know why you keep saying all this, but if this is because at the end you will charge more, I’m telling right know, stop packing and get your guys outta here” to which he said “oh no, no, no… I’m just saying… we’ll see”. Little I did I know that was the way they operate.

So, during the process, my wife kept telling me they are leaving the boxes half full and packing everything, I mean, EVERYTHING even the garbage. Now that we opened the boxes we realize that many boxes where half full. No wonder why they ended up packing more than 30% of the boxes/things estimated.

By the end of the second day (the work was supposed to be completed in three days but they finished in two) when they packed everything and put most of it in the truck, they told me that it wouldn’t fit and that another truck was needed… a second truck arrived and the first one left. Once everything was on the trucks, the guy in charge approached me and told me that they needed way more boxes than the estimate and if I wanted the service it was going to be $7,000 more.

They made me sign or else no service will be provided… promising that the truck was going to arrive to Texas the beginning of the following week. Sure enough they were late, but here is where it gets worse.

I get a call from the driver of the truck telling me that he will be at my new house at 9:00AM and a group of “6 professional helpers” will be there to make this step the best. They got there around 9 but the 6 “professional” guys never showed up, long story short, I ended up helping them unload at least 20% of the truck and another guy, a mechanic, that was contacted though [redacted] showed up to help around 12PM and left around 6PM.

We finished unloading the truck around 10PM and at that time the guys intended to start moving all furniture around and assemble beds and everything. At 11:00PM I requested them to come back the next day to finish, since it was impossible to finish everything in one day since no one showed up. He refused to come back and said they needed to finish that day. Then he asked me to sign all papers that they had delivered the boxes, which at that point I was beyond annoyed and told him I was not signing since they did not finish unpacking or assembling. He said, well when we come back we will finish. And what am I was supposed to do with all the boxes and furniture in my living room and the beds for the kids all disassembled... well, I asked many friends to help me out during the weekend to finish the job they were supposed to do.

In the process that we were removing the blankets they used to protect the furniture and a huge amount of tape and some boxes that I unpacked, so, as I was putting them back in the truck, the driver told me, what are you doing, we don’t get rid of your garbage, if you want the service you will have to pay extra. And he put the tape and the boxes I had put in the truck back at the main entrance of my home and left.

I called the salesperson to tell him what a terrible job they had done and now I was on my own to finish the job and move the furniture around, assemble all beds and connect washer dryer etc…

He said he was going to talk to Jerry, the owner, but there was nothing he could do. And next day we receive an email from them demanding payment for the extra 30% or else they wouldn’t deliver the second shipment.

I had to hire a lawyer to request the second shipment and avoid paying 30% more. We are still fighting against them.Desired Settlement: I requested they deliver my pending furniture and give me 50% of my money back since they didn’t provide more than 50% of the agreed service.

Business

Response:

First, we would like to apologize for any inconvenience thatthe customer may have experienced. It isnever our intention for our customers to be less than satisfied with ourservices.Additional After Loading: When reserving a move you arepurchasing space inside the tractor trailer and/or our warehouse if needed. Uponarrival to the origin the customer requested that the movers pack and shipeverything, not only the items on the inventory list. This is why our foreman would question theprice being low. Our crew is not inposition to assume all items are to be moved especially if the list on theestimate they have in hand is substantially different. They will start off by loading the items theywere able to identify from their list, unless they were informed by thecustomer that they have a change of order and will need more items to beloaded. At that point, the movers willcease from loading the customer has 3 options: 1. They can tell the movers only to pack and ship the itemson the original inventory list and nothing else. This way the price would not increase atall. The customer would be responsiblefor the packing and transport of any and all additional items which would causean increase in the volume and the price. 2. The customer caninstruct the movers to pack and load their entire shipment to include theadditional items. This would of courseresult in extra services for packing, additional volume in the truck, andincrease in the price for the move. 3. The customer cancancel their move completely, forfeit the deposit paid, and pay the movers anhourly rate for the work already completed. The customer was provided a revised binding estimatereflecting all services anticipated to complete the move and their cost. Thecustomer chose option 2; to pack and load everything. They chose this option before the loading ofthe additional goods to which their signature attests. The documents that the customer was presentedafter the truck left were the inventory sheets and the bill of lading pickupacknowledgement. They had alreadyinstructed the movers to perform the additional services and they approved theapplicable charges for those services. Estimate vs Actual: The customer’s original estimate was for281 pieces to be packed and shipped which were estimated to occupyapproximately 4,200 cu ft. Packing is$1.50 per cu ft. The customer’s shipment ended up having 420 pieces theyrequested to be packed and shipped, resulting in an additional 1,350 cu ft. inspace. This also meant an increase in the requirementof additional packing and materials for the additional 1,350 cu ft. Below is a breakdown for the customer’s move: (Estimated vs Actual) Estimated Actual 4,200 cu ft@ $3.30 per cu ft =$13,860 5,550cu ft = $18.31513% FuelSurcharge $13,860 x 13% =$1,801.80 13%of $18,315 = $ 2,380.95Baby GrandPiano Handling = $350 Piano = $350Full Packing$1.50 per cu ft =$6,300 5,550x $1.50 = $8,325Total Estimated $22,311.80 ActualTotal = $29,370.95The increase in the inventory/volume required for theshipment and the additional services are the reasons for the increase of theprice. Delivery: We have independentcontracted professionally trained movers who also work for other moving companiesthat will come assist with pickups and deliveries in different areas of thenation. However, unfortunately they were unable to make this delivery. The customers were frustrated and wanted theiritems so the driver made a choice to unload what he could. He did not ask the customer to assist. The driver was reprimanded by our company forhis choices. In the original estimate, the revised estimate, the bill oflading it clearly states that “payment in full is due before the unloading ofthe truck at delivery. The customeragreed to this term to which their signature attests. We have contacted CSI our claims service provider toinitiate a claim file for the customer and allow them to file a proper claim asrequired by law. The customer was sentlogin information on 08/**/15 in order to file a claim online. The claim login information sent to thecustomer allows filing a claim for loss, damage, delay, overcharge, andcomplaint. All the above can and must becompensated through the claims process as required by federal regulations. For further assistance with filing claim thecustomer may contact CSI directly at [redacted] or via email at [redacted]. Please provide Claim ID [redacted] when contactingCSI.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The explanation given does not complies with my demands. Service contracted was not provided. Explanation in detail is given in the attached file.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The customer can and MUST address his very lengthy complaintthrough the claims process. At thispoint it is “he said/she said”. Thecustomer even rebuts the first sentence which is strictly an apology! Bad Reviews: If youare looking for smut you can find it anywhere you want online. People use these sites as a stage to demeanand defame companies (or other people) when they are not in agreement with thebusiness transaction they experienced. [redacted] is not intended to be such a place, but it is what people do. The customer should try looking up their ownname or their favorite company and include a negative comment in the search too. The results may surprise them. Employee: Theemployee has been reprimanded for any/all of the decisions/behaviors whichmanagement felt was not acceptable. The results of the reprimanding are notdetails which are shared with any other person or department; so honestly, wecannot advise if the man was fired, if he was put on probation with ourcompany, or any other action. AdditionalItems: As stated previously, theinventory changed, the item count was increased by 148 pieces. Further, this can be argued back and forthbetween the customer and Express Line Moving, but it is being investigated by ourneutral 3rd party claims company CSI. Should there be evidence to prove that we areincorrect about this and the customer is due a refund, CSI WILL identify thatand they will advise Express Line of their findings. At that point we would be responsible to compensatethe customer directly. We are not sayingwe will not reimburse the customer if we are responsible for such actions, weare saying we need evidence. We are incomplete disagreement with the customer about this. CSI will determine this. Instructions for Movers: The customer states that their items werecompletely on the truck before the movers presented them with the RevisedEstimate. Please see the attachedRevised Estimate. It clearly states thatthis document was presented to the customer before the loading of theadditional items to which their signature attests. It is also explained on the Order forService, again, signed by the customers agreeing to the information listed onthe face of the document and agreeing to the applicable charges. Both of these documents were signed by the customersthe day of the move. Estimate too Low /HalfFull Boxes: (addressed again) Theseallegations are also both being investigated by CSI. We will abide by what they determine is legaland just. Delivery: The customercontinues to insist that the men were random men from [redacted]. However, this is not how we operate. Again, we have independent contracted moverswho work for our company and for other moving companies (which means they aretrained professionals). However, theoperations of our company are not for the customer to decide. We are the company who (if determined to beliable for the customer’s claimed inconveniences or damages) will pay thecustomer. We are not “inferring” anything besides the facts. ANY company who is being asked to compensatea customer requires a claims process; we just outsource our claims to a neutral3rd party to analyze so they are not biased in theirdetermination. Our business is built onhonesty and hard work. We could not stayin business if we were doing all the things which the customer accuses. We always wanted to deliver the customer’sitems as the longer it takes up so much space in our warehouse then it means wecannot use that space for other shipments. It is not beneficial for our company to have any stagnant shipment;especially one of this enormous size. We regret that the customer felt the need to continue theircomplaint. We trust that the aboveexplanations enable them to better understand our position on these matters.

Review: I hired this company to move the contents of my 4 Bedroom house from NY to FL. To start off they stole several items from me which included 3 large screen TV’s, XBOX with over 50 games, wardrobe box with approx. 25 of my wife’s expensive dresses, wood desk. These items just never made it to FL. The moving men wanted an $800 tip for picking my stuff up, I gave them $50.00 each for 4 guys and thought that was enough, I guess not because they just stole my stuff and probably just pawned it all. They did deliver my 55” TV which they packed, only problem is they smashed the screen and rendered it unusable. Second they gave me a binding estimate of $6,500 and when they got to FL they told me my things took up more space than they estimated and were now charging me over $8,500. Why give a binding estimate if you don’t live up to it? Third, they damaged several items. They put packing tape directly on wood furniture and stripped the finish off several pieces. Other item where chipped and scraped. They packed 4 glass shelves for my wall unit and only delivered 3. They must have broke the other shelf and just never mentioned anything to me. When it was getting late in the day they didn’t want to put my furniture together, they told me to get a handyman. I later discovered that they lost hardware for my wall unit to put back together and I did need to hire someone to put all of the pieces together. Unbelievable but 100% true. When I asked the owner where all of my missing TV’s were he said he’ll check his warehouse (not sure why they would be there) He never called me back on that and just told me to file a claim. There was absolutely no remorse or apology from this company on anything. All they care about is getting paid.Desired Settlement: I would like all of my missing things delivered. I would like a credit for overcharge ($2,000) and credit for items that I was charged for delivering, but were not delivered. I would like all of my furniture pieces that were damaged in the move repaired.

Business

Response:

First, we would like to apologize for any inconvenience that thecustomer may have experienced. It isnever our intention for our customers to be less than satisfied with ourservices. Tips: While the moversappreciate tips they are not supposed to pressure customers. We have not had this complaint before.However, this complaint has been reported to management and is being addresseddirectly with the crew involved. Wewould like to thank the customer for bringing this matter to our attention asit helps our quality control department avoid such future complaints. Look in Warehouse: Consolidation of shipments is necessary whenshipping household goods. We do notguarantee that a shipment will only be loaded onto one truck for the entiretransport unless a dedicated truck was requested and paid for. This is industrystandard for almost all movers; large and small. When picked up, the shipment is brought toour warehouse until there are enough shipments to fill the tractor trailer andmake the route efficient. This is why wewould look in the warehouse. However,we have checked the office, the warehouse, the trucks, and even began a traceon the items that the customer states are missing. We will notify the customer should we locateany of their items they state are missing. We only ask that the customer pleasekeep us updated with valid contact information. Loss/Damage: We have contacted CSI our claims serviceprovider to initiate a claim file for the customer and allow them to file aproper claim as required by law. Thecustomer was sent login information on 07/**/15 in order to file a claim online. The customer successfully filed their claimon 07/**/15 and received an email from CSI to confirm receipt of theirsuccessfully filed claim. Since thismove was an interstate move it is governed by federal regulations which allowsup to 120 days for the processing of the claim. We regret the customer is not satisfied with the services they havereceived and will offer compensation based on our legal liability through theclaims process. Once the claim is filed it will be analyzed in the order it wasreceived and compensation if due will be offered on our legal liability andwithin the time frame allowed by law. We regret that the customerfound it necessary to file a Revdex.com complaint, but we trust that the aboveexplanation enables them to better understand our position in this matter

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They have not done anything to resolve my issues, I did file a claim for all of my missing items with their representative, and have not heard anything back. They have not addressed the overcharge issue or fixing all of my furniture that was damaged in the move. I am not satisfied at all at this point. They have not addressed the issue that they charged me to deliver all of these items that were missing and have offered no compensation at all for that.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We contacted CSI (again) and it was verified that the customer HAS filed a claim. The person whom we originally asked to look the customer up must have misspelled the complainant’s name therefore the customer’s claim file did not pull up to view. Our apologies to the customer for the misunderstanding. However, that is not just cause to verballyattack anyone. This was nothing to do with incompetence, but with human error. The customer's last name is not a common name and can easily be misspelled. We regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims process. If the customer has any questions or concerns about their claim CSI can be reached Monday through Friday at [redacted] or [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Nothing has been offered yet as compensation. Still unsatisfied

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Senior Citizens Beware!!! My nephew living in [redacted] was seriously injured in an accident. While my sister and brother-in-law took care of medical issues, I packed up his [redacted] apartment. Everything was excellent until the items were all on the truck then I was told I owed $425 more than I was quoted. I was OK with that because the 2 packers had wrapped and packed things I couldn't lift (I'm ** years old). I was told the load would be delivered in 5 to 21 days, that was fine, my nephew will be out of commission for months so the load was going in my sister's garage. They took the load on 3/**/2015 and then wanted to deliver it on 3/**/2015 so that was OK also. Then when they showed up they would not pull in front of the house (gravel) but parked on the highway a quarter mile away. One of the 3 told my brother-in-law (also a senior) that they needed more money before they would unload. He refused, took his pickup to the semi and they loaded our stuff on it but they refused to help him unload it. A neighbor saw what was going on and helped my brother-in-law unload. It took 2 trips with the pickup to get it all. As far as we can tell, everything is there. When I call the company they will not respond, all I get is recordings to leave a message, which I did. This was a horrible end to what previously had been a positive experience.

Review: I was contacted by Express Line Moving and I told them we were moving to FL and needed some furniture moved by the week of August *, 2014. I was told by a gentleman named [redacted] that that would be no problem as they had trucks going back and forth to FL all the time. I was sent a Binding Moving Estimate of $1299. The price was acceptable and I was promised my furniture by the week of August [redacted] all was great. Guys came to the house on July [redacted], picked up the furniture and once all the furniture was on the truck they proceeded to tell us that the price was now $2237. We didn't understand the price increase as I told them the pieces that I needed moved for the quote. So now we are in FL the week of August [redacted] and no movers as promised. We needed a bed to sleep so we had to go out and buy bedroom furniture. I advised Express Movers that I did not want the bedroom furniture delivered to FL but the rest of the furniture was needed and when would it arrive. They requested an email of specifically what was not to be delivered to FL and I sent them the email. No response from them -driver called a week later and said he had my furniture. Unfortunately not all the furniture arrived as was suppose to - a dining room server, one dining room chair and a headboard was missing. My marble coffee table and one dining room chair was badly damaged. I emailed them advising of the missing pieces and damaged pieces and no response. I called numerous times and the person that answers the phone, [redacted], would just say I will have someone call you. Finally Sept [redacted] sent me the claim information. I go to that website and it won't accept my registration to make a claim and the phone number is all recordings. Sept [redacted] a man named [redacted] calls me - I asked him if his company and the claims company are just a scam, he won't let me talk and tell him the issues going on and he eventually just hung up. Just received an email from [redacted] advising a number to call for claims. We'll see!Desired Settlement: I want my bedroom furniture brought back to PA and the missing furniture for FL delivered. I paid $1000 more than the original binding estimate for furniture that was delivered too late, with pieces missing and pieces damaged.

Business

Response:

First we would like to apologize for any inconvenience the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services.

Delay: The customer was asked what the date will be the first available date they will be ready for delivery. The customer stated 08/**/14. From that date we have up to 21 business days to attempt the delivery of the shipment. We will not guarantee a date for delivery unless a dedicated truck was requested and paid for. We must take into consideration road conditions, weather, and mechanical issues that can affect truck routes. Everything that was agreed upon is in writing and it is the customer’s responsibility to verify all their needs are included in the original estimate.

Increase: The original estimated cubic feet for the original quote was estimated to be 357 cu ft. Upon arrival to the origin the customer’s shipment was unable to stack very high vertically and had to have room to transport it more secure and horizontally. This leaves what is called dead air space (space which cannot be used for anyone else’s move- from the top of each item to the top of the tractor trailer). The items took up 550 cu ft in the tractor trailer. We could not know this was how it would have to be performed until our crew arrived and saw what they had to work with.

Delivery: The delivery of this shipment was made on 08/**/14 which is well within our agreed upon timeframe to deliver.

Loss/Damage: We have contacted CSI our claims service provider to initiate a claim file for the customer and allow them to file a proper claim as required by law. The customer was sent login information on 09/**/14 in order to file a claim online. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by federal regulations. Once the claim is filed it will be analyzed in the order it was received and compensation if due will be offered based on our legal liability and within the time frame allowed by law.

Claim: Up to date the customer has only successfully registered to file her claim. The customer attempted to file her claim 09/**/14, but it was released back to her on the same day due to incomplete information which could result in denial of her claim. The customer needs to correct the errors on the claim and re-submit. The customer has been assigned a unique claim id of [redacted] which needs to be provided when she logs in to the homepage to make the corrections.

For further assistance with filing claims the customer may contact CSI directly at ###-###-#### or via email at [redacted] . Please provide claim id [redacted] when contacting CSI.

We regret the customer found it necessary to file a Revdex.com complaint but we trust that the above explanation enables them to better understand our position in this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] The complaint has not been resolved as nowhere in their response did they mention when I am going to receive my furniture. The first person I dealt with, [redacted] and the second person [redacted] (both of which evidently are no longer with the company) promised that I could receive my furniture the week of August [redacted] (that is the reason that I chose the company in the first place) as that was the week I was going to be in FL at the delivery location. Currently, they still have a full master bedroom suite of furniture - large dresser with mirror, an armoire, 2 night stands and a queen size headboard. Inaddition, they have a dining room sideboard server and one of the armed dining room chairs. I would like to know when I am going to receive this furniture. They can deliver it all back to PA and I will arrange to get what needs to go to FL to FL. How can I file a claim on furniture that they have that is mine (it is not missing somewhere - they have it) and it should be given back to me. It has been over 2 months and I would like this issue resolved.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We would like to advise the customer has been delivered her items which were in our possession. We have settled this matter directly with the customer and respectfully request that this complaint be closed as “resolved”. Thank you in advance for your assistance.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: We moved from Brooklyn NY to Cape Coral Fl. I paid the moving co. $ 24,000.00. They took all my furniture apart. I asked them who is going to pt it together? they said they will, when they get there. That was 3 weeks ago. When the truck got here they said they didn't have the hardware to put it together. All my furniture came here scratched and broken. There are things that can't be fixed at all. I am missing screws to furniture, cords to TVs, legs to tables, broken glass tops. I can't believe I paid someone to break all my things. They sent someone to see if they could fix the broken dinning room chairs, but they want me to sign a release form before they fix them. What about all my other stuff that can not be fixed. I have a dinning table that is sitting face down on the floor cause no one knows how to put it back together. I don't know what to do. I need your helpDesired Settlement: I want what I paid for. They were paid to deliver all my stuff in one piece, not all taken apart and broken.

Business

Response:

First we would like to apologize for any inconvenience the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services.

The customer is complaining about damages to her household goods. She is complaining that her items were ta ken a part and then not reassembled. The original estimate explains that all items are to be packed properly for the move. Many times it is necessary to disassemble the larger or bulky

furniture and then wrap it so it may safely endure the transport in the tractor trailer to the destination. It is written in the original estimate that we disassemble and reassemble standard household furniture; nothing complicated and difficult. As a courtesy to the customer our movers did not ask the customer to hire someone to have her table (and other large pieces) already dismantled. However, our movers did not realize how intricate the table is.

Express Line Moving has been communicating with a 3'" party professional who specializes in furniture repair, as well as communicating via email with the customer. We made arrangements for the specialist to repair the damaged items and have the table reassembled at our expense; however the customer would not sign a release and agree to the services. The release is necessary whether the customer receives monetary compensation or whether she accepts the repair services paid for by Express Line Moving.

Since the customer ref used to accept our offer to repair her damaged items, the only other option we have to offer her is the option to file a claim with CSL We have contacted our 3'" party claims analyzing firm, Claims Service International (CSI} to initiate a claim file for the customer to allow her to file a proper claim, as required by federal regulations. The customer was sent login information in order to file a claim online. The claim login information allows filing a claim for loss, damage, delay, overcharge, and complaint. All of the above can and must be compensated through the claims process as required by federal regulations. Once the claim is filed it will be analyzed in the order it was received and compensation, if due, will be offered based on our legal liability and within the timeframe allowed by law.

Should the customer require assistance with the filing of her claim she may contact CSI directly Monday through Friday 9:00 a.m. to 5:00 p.m. ( EST} at ###-###-#### or via email at [redacted] . Please provide claim id [redacted] when contacting CSI.

We regret that the customer felt the need to file a complaint with the Revdex.com. We trust that the above explanation helps her to better understand we are trying to work with her to seek a satisfactory resolution for her complaints.