Family Movers Express

The company is refusing to credit back an agreed upon refund, and lost one of the boxes during the move.I hired family movers the week of July 20th. I scheduled a move for July 31st, and then changed the date to July 28th at an unspecified time. I contacted the company July 27th because I didn't have a move time, as they failed to call. They told me that my move time would be after one, as they expected to complete their prior move around 12 Noon. They arrived at my apartment at 2:23 PM, and began the move 2:30 PM. The movers did not have tools, so they had to borrow my to disassemble the bed and dresser. At that time, they began moving the furniture and boxes. No inventory was taken at any point during the move. During the move, I asked them to shrink wrap my sofa cushions as they had just been dry cleaned. I then asked for the boxes I requested from the truck, and was told they had no boxes on the truck although [redacted] told me they would in case I needed them. At that point, I requested 2 large boxes, AGAIN. Someone from the warehouse drove to my location to drop off the boxes, but only came with small boxes and wardrobe boxes which was not what I requested which forced me to use additional boxes as opposed to the two I requested. We then completed the move at the location. When we arrived at my new address, I was told the total for the move was $560. I told them the 4 hour move should only be approximately $400 plus taxes. They said the truck couldn't be unloaded until the balance was paid. They said, they charged my extra for shrink wrapping my sofa cushions and boxes. I then signed the paperwork, and asked to speak to the owner [redacted] because I did not agree with the charges. While speaking with [redacted], I explained to him that shrink wrapping, blankets, etc. cannot be considered additional charges as they are part to moving materials. [redacted] claimed it was standard business packing however the mover told me that customers consistently take issue with this additional charge yet [redacted] continues to fail to disclose the additional cost of shrink wrapping. I then called [redacted] back, and told him I didn't sign any contract indicating my approval of additional charges, at which point he conceded and agreed to give me a $71 refund. Once the move was completed, the movers than indicated the after the refund my balance was $511. However, upon checking my account on 7/30/15, I saw $560 was charged and called [redacted]. He then backtracked and said he only issued a refund for $21 because the movers did not complete the move by their estimated time. However, I never signed any paperwork for the final amount once the refund was issued. The last conversation we had about the payment on my move date was $511. In addition, a box from my kitchen was missing, and [redacted] said he would talk to the "warehouse manager" about boxes being left on the truck, then return my call, but he has not. The entire ordeal was extremely unprofessional, and [redacted] attempted to continue adding on charges that were not listed in the contract, or stated in the quote.Desired SettlementI would like the correct refund I was given credited to my account, and a refund credited for my missing box. Business Response /[redacted]/The refund was credited as requested by the customerConsumer Response /[redacted]/The business refunded me the agreed upon credit. The complaint is resolved.Final Consumer Response /[redacted]/

During our moving process the Family Movers Express employees have damaged our washing machine, leather sofa, and the floor lamp. We have contacted a manager on 3/1/2015 and was told that they will send a technician to our house to repair a washing machine. My husband called back Monday morning (3/2/2015) to follow up regarding washing machine repair, and the manager told him he would not do anything for us and ignored our phone calls to resolve this issue.I have paid the movers $1040 and they have not provided a receipt or any other documentation to us. When I booked the moving services, I was promised by [redacted] (manager) that the leather sofa would be handled with care ( wrapped up in the blankets and plastic) The movers did not wrap the sofa which caused several damages to the new furniture.We have treated the moving crew very nice. We bought them lunch and tip them very well also. But we have not received that superior service they promised to us.Desired SettlementI would like my washing machine, leather sofa, and the floor lamp to be repaired or replaced by the moving company.Business Response /[redacted]/The move was completed on 2/28. Mr. [redacted] called on 3/2 to report his washing machine makes a strange noise after the move. It was never dropped, or damaged. He just reported a noise during the operation. We explained that per regulations, ALL claims must be in writing as mentioned on the contract. After he called 5-6 times the same day we explained again it must be in writing. He said his washing machine was under warranty and he was going to call them to fix it for free. As requested by him, a claim form was sent to [redacted]@outlook.com within 5 minutes of the discussion. After the move, there was never any communication with [redacted], besides this complaint. Once the claim form is received we will process in a timely manner, and according to the levels of coverage chosen before the move, as stated on the contract. Consumer Response /[redacted]/Hello [redacted],My husband called you several times to let you know that he did not receive your e-mail to file the claim form, but you would not answer to his calls. I have called you twice that day also, and again, you would not answer the phone. Perhaps, this is the reason you have not received communication from us. The washing machine is still malfunctioned after the move. If you would, please submit the claim form through Revdex.com, so we could fill it out and send it back to you. If you have business insurance as you told us, you should not have any problem processing our claim. Final Business Response /[redacted]/Hi,Our claim form is in pdf format. Due to the fact I don t see where I can upload it, on the response window. I will be sending to Revdex.com by email and I will ask them to forward to you