Grand Express Van Lines

FROM GRAND EXPRESS VAN LINES TO Revdex.com of NJ.Dear Sir(s) or LadyResponding to Mr [redacted] ***'s complaint, let it be known that on July of 2014, our company, though admittedly a bit late (3:30PM), we did in fact showed up at the customer's home to pick up his household goodsWe did find, that client did indeed have a lot more items than was expected or conveyed via the phone to our sales personnelSo obvious, the space for ALL his items was not available(And tho in fact their were stair and tough terrain to negotiate which he could have been legally charged for, we gave him the courtesy of waiving the charges for this)At any rate, when we discover that not enough space was an issue, we suggested that since he had to be out of there forthwith, we could take the extra items at no additional cost save the charges for the added weight discovered on scene, and that we would at a later date come, retrieve the items in storage and deliver them to ***, [redacted] Well Mr [redacted] balked at this suggestion and took it upon himself to go and rent a truck (without our consent) and move the items himselfHe has the right to do that if he wishes, but he cant then turn around and try to get us to reimburse him for the cost he incurred by operating outside our contractThis alone should be obvious to anyone, and should absolve Grand Express from responsibility, once Mr [redacted] operated on his ownIt is our contention that the monies he is claiming from this company is at best, unreasonable and without meritTherefore, we are not responsible for his bill, as he paid for a service which gave him the outcome he soughtTo get his items delivered.Sincerely,Dispatch Management, Grand Express Van Lines

REGARDING COMPLAINT DETAILS:On Sept 8th Grand Express Van Lines went to the *** residence for a pick which was commissioned by her, and to be delivered as soon as possible, without inconveniencing either the movers or patron from ** ** *** *** Delivery scheduled: We
completed the job on Sept (as we have to business days, re: DOT guidelines for deliveryDue to unforeseen circumstances, and with Ms ***'s approval, certain items were and had to be left behind at the original point of the move ***)The larger portion of the move was deliveredWhich brings us to her 1st point of contention: (That she " received an extremely low estimate despite a detailed inventory being donewith the sales rep and at time of pick up, the movers refused to move y things without an agreement of additional dollars") Well, if she felt the quote was to low, she might have realized that it was the reason for the increase in monies on the day of move, for as it turned out that she had many MORE items, thus MORE cubes, hence: the reason for her $2124 increase. On that day, she agree to a flat binding price and signed off on it(Record signature on file)To point 3,& (Delivery a date expected or earlier---this was precluded because The MAIN HELPER became very ill, a replacement could not be had, and the CDL Driver (*** had to complete the rest of the ENTIRE MOVE all BY Himself. As a gesture of good faith, we offered and gave Ms *** a $300, WHICH SHE ACCEPTED. If the The driver solicited help from neighbors as she claims, the only reason for that is to help complete the job a little fasterThere was no malice or intent, so her claim of being embarrass if her personal problemThe company even went as far as delivering the rest of the items that had been left in ** to try and make her happyLastly, it Ms *** knows that if she has any complaint regarding damages, all she need do is submit a formal claim to *** *** *** *** Regarding family heirlooms,we make no separate distinction between them and regular itemsUnless their is a separate insurance claim for those heirlooms, we cannot do anything different regarding payment.So we stand by our position

To Revdex.com New Jersey Office...Sir(s)...Whether or not Mr *** reject's our explanation is a moot pointThe fact remains that he took it upon himself to incur the expenditure at hand, without our consentWe unequivocally stipulate that we were absolute aware that the premises had to be vacated on the the date in questionWe had no problems with making sure that every piece of personal belongings would be out of that houseWhat we did not have was the space to transport "everything" in to *** , as he (as we explained before, and stand by) was not % forthcoming with regards to the size and amount of furnishings, which caught us unawares with the right amount of space to move hisitemsWe could however, have move said items to a local facility just to temporarily get it out of the premises, and come pick it up on another date, (at our own expense), and this would have solve the issueBut, like we said, Mr***, decided to take it on his own that very same date, leaving us with no choice but to let him pay his own way.We stand by this explanation.Grand Express Van Lines,Dispatch, Management

FROM GRAND EXPRESS VAN LINES TO Revdex.com of NJ.Dear Sir(s) or LadyResponding to Mr. [redacted]'s complaint, let it be known that on July 22 of 2014, our company, though admittedly a bit late (3:30PM), we did in fact showed up at the customer's home to pick up his household goods. We did find, that client...

did indeed have a lot more items than was expected or conveyed via the phone to our sales personnel. So obvious, the space for ALL his items was not available. (And tho in fact their were stair and tough terrain to negotiate which he could have been legally charged for, we gave him the courtesy of waiving the charges for this). At any rate, when we discover that not enough space was an issue, we suggested that since he had to be out of there forthwith, we could take the extra items at no additional cost save the charges for the added weight discovered on scene, and that we would at a later date come, retrieve the items in storage and deliver them to [redacted]. Well Mr. [redacted] balked at this suggestion and took it upon himself to go and rent a truck (without our consent) and move the items himself. He has the right to do that if he wishes, but he cant then turn around and try to get us to reimburse him for the cost he incurred by operating outside our contract. This alone should be obvious to anyone, and should absolve Grand Express from responsibility, once Mr [redacted] operated on his own. It is our contention that the monies he is claiming from this company is at best, unreasonable and without merit. Therefore, we are not responsible for his bill, as he paid for a service which gave him the outcome he sought. To get his items delivered.Sincerely,Dispatch Management, Grand Express Van Lines

Complaint: [redacted]
I am rejecting this response because: It is full of lies, again. They claim they would move some of our belongings to a storage facility, but a.) there was not time (it was nearly 10:00 PM when they completed with my help), and b.) the driver asked what we could leave behind, and we have witnesses to this. Does this sound like they made an offer to store some of our belongings?They also claim we were not 100% forthcoming with regards to the quantity of furnishings. This is true, we actually had LESS than what was on the quote, not more, and they sent a driver a few days prior to verify what space would be needed. Apparently this driver needs to learn to open his eyes when looking at furnishings. I have a copy of their quote to prove this if compared to the inventory list.I am not surprised their rating has dropped below a rate acceptable to the Revdex.com. They were horrible to work with once the deposit was paid. They even considered offering compensation but they would not offer a dollar figure. The driver even called me to try to talk me out of pursuing compensation because he said it would come out of his pocket. Unfortunately, all I can do at this time is take civil action, and a complaint has been filed with the Federal Motor Carriers Commission.
Regards,
[redacted]

To Revdex.com New Jersey...With regards to [redacted] complaint, yes he is correct about us calling to let him know that we would be arriving there a little later than what we had previously agreed to, but it was not 9:30 am, but closer to 8:15 am. Still later than 6:00 am, but what he has not taken into...

account is that with the types of condition we've been dealing with since the storm that came down starting on the 26th of this month, that has change the dynamics of everything. First off, we were suppose to move them on the 27th, but that was impossible because the storm was in full force at that time. Fast forward to the 29th (today), our truck driver left our depot at 4:00 am to start the days routes. However, because of this weather, the driver notice that the air brakes system suddenly froze which kept him from moving forward, the priority became to get the truck off the road, get the problem reported, and start the process for repairing the truck. This all got done, and by the time the driver/movers had the presence of mind to call the client about the mishap, it was already a little after 8:00 am. I then, contacted the [redacted] and explain about why we were going to be late but that we would be there at around 9:30-10:00...[redacted], began by being understanding on the matter, and we thought we could come to an agreement. But then the woman [redacted], got on the line and started ranting and raving on the phone, casting blame and aspersion, to the point where she convinced [redacted] to cancel. So if they are going through all these additional expenses is because they chose tio move forward to try and find another company. So in away, they prolonged there move by there own impatience. We are still will to perform there move at no additonal cost, but it is up to them to let us complete what we started.Grand Express Van linesManagement

Complaint: [redacted]
I am rejecting this response because: Their response was full of un-truths. We actually had less items than what was on their quote (I still have copies of this) since my wife sold several items at a garage sale. this original quote can be provided if necessary. I also have emails. with attachments showing the stairs, steep driveway, and complete maps of the area. These were all provide for their use during the quotation process. I wanted to make sure there were no surprises when they showed up. The fact they argued, and tried to "hold us up" for additional monies was not fair, and the driver only consented to begin to load our belongings after I provided him with a copy of the email that showed there were steps. They never mentioned coming at a later date, or placing our belongings in storage., We had to be out , 100%, by the 22nd, so where were we going to put the belongings they could not move. Leaving them at our previous residence was not an option, and this was made abundantly clear from the onset. I had no other option, after talking with their driver, but to take things in my own hands to ensure ALL my belongings made it to [redacted]. Grand Express failed to uphold their end of the contract by not having enough space on the contracted date. Again, I had to make it work and get all my belongings out of the house in [redacted]. As a matter of fact, the owner showed up as we were finishing loading to do a final walk through on our rental home. Grand Express is even admitting they did not have enough room and I moved some of my own belongings. This is why I also have asked for compensation against what I paid. They did not move all they agree to, I personally moved the balance my self. They have also failed to mention, that in an effort to help expedite the move, I had move a great deal of the boxes, and smaller items to the road. This saved them countless trips up the steep driveway to the house. In an effort to get done that evening, we also fed the entire crew so they did not have to leave for dinner. We also had to put up with an un professional attitude from their lead driver. We heard, many times, " let's get this st loaded". It is our life, and not to be described with his eloquent choice of words. This was heard by several people, several times.
Regards,
[redacted]

Review: The salesman, [redacted] quoted me a firm price of 2250.45 dollars to move my home from [redacted] to [redacted]. When the movers arrived at my house in [redacted] they said that I had to pay $4000 dollars or they would not move me. I spoke to the salesman and he assured me that it was only a quote and he accused me of lying. After being yelled at by the dispatcher, mover and salesman for hours we agreed that $3000 would be a fair price for both parties. My household goods arrived today, all three men yelled at me and berated me, saying that they never agreed to $3000. I instructed them to unload my items or I would call the police. They did unload my items which are all damaged in one way or another. I have a sewing box from my great grandmother, which she received in 1921, it is destroyed. My husband and I assisted in the unloading and unwrapped of our damaged goods, in order to get the men out of our home. This was the worst experience in my life.Desired Settlement: I want you the Revdex.com to take away your approval and I want this company to never contact me again!

Business

Response:

To Who it May concern,On the day in question, regarding [redacted] move, she was quoted the actual price she had incurred, based on our contractual agreement and procedures. Her bill actually, came out to a total of $3,900.00. Because she became disgruntled, we when we tried to collect what she truly owed us, she became, hostile, belligerent and threatening. Eventually we settled to let her pay $3000.00, since she had out a stop to her credit card, and determined to break her contract agreement and pay what SHE WANTED TO PAY. Any way, with regard to her request we will grant her NOT TO CONTACT HER...Part II, with regard to our standing with you, that is entirely up to your agency.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. This company is not professional and treat people like garbage. I want to thank you for your assistance and quick response to my issue.

Regards,

Review: I contracted with Gran Express Van to pick up all the contents in my ** rented storage barn. On May 29,2014 the movers arrived (7 hrs late) and proceded to **ck their moving van. The driver wanted their tips just before they finished loading. Unfortunately for us, we gave them (4 moving men) a tip. They were not satisfied with the amount and driver closed the moving van door and left. He did not leave us our receipt nor did he take the remaining items in storage. We contacted the company and did not get a reply. After repeated phone calls to the company asking where our belongings were, a delivery was made on June 23. Their numbering system did not match up with the #'s on the boxes or the #'s on the **cking sheet. Our only solution was to count the number of items. We were missing over 55 items and the driver contacted his company. Only then were we told all our belongings would not fit into the truck and that we would get the rest of the items the end of July. Again after much correspondence with the moving company, they decided to go to ** on Aug 1 and get the items that they did not originally take. The owner of the storage unit will not release the items without them paying for the months of rent not paid. We did not pay anymore to the storage owner since it was in the contract with Grand Express that they would pick up all items. We still have not received the missing items from the May 29, 2014 pick up nor have we heard anything about them picking up our contents still In **.. We contact them at least once a week and get the same relpy----we will deliver all you stuff in July. It has now been revised to an Aug. pick up.Desired Settlement: Deliver our possessions immediately---complete with the missing items from ** and what they couldn't fit on their truck and is presently stuck in there storage units.

Business

Response:

REGARDINGCOMPLAINT DETAILS:Re: [redacted]

[redacted]Order Number: Job # [redacted]On May 15 [redacted] contacted our company and said hewant to contract a move with Grand Express. On May 29th, we showedup at his home to commence performing said move to a storage, which belong to[redacted] Prior to that all the factsabout his particular move were presented to him from one of our sales rep.[redacted]Delivery scheduled: & how unpredictable moving can bewere also discussed. In light of these facts, a couple of logistical problemsdid occur which cause us to be several hours late. But that’s pretty common ionour industry. For that, we did apologized. We proceeded with the move, andwhether or not the men asked for “tip” ahead of time, or whether they deserveone at all is inconsequential, for it only breaks down to lack of manners,ethics, and was just plain ignorance. They were reprimanded for this lack ofcourtesy. SO far as completing the job, it was with [redacted] knowledge& consent that we left the premises without taking several items becausethe simple did not fit in the truck and because of extra cargo, a change oforder for service had to be generated because we simple could move those largeadditional pieces with getting pay for the service, so it was agreed upon thatitems would be delivered on different date and when the funds would beavailable. When it turned out that [redacted] became unreasonable as to thedelivery date, when both parties were ready to comply, [redacted] becameirate and began insinuating that he wasn’t going to pay for the completion ofthe move. We categorically deny ever holding his items hostage. We simplywanted to get paid for services rendered: The Items in questions were:1- A SETTEE (TWO SEATER)2- A WHEELBARROW3- S CHILD SWING SET4- DINNING CHAIRS (4)5- SEVERAL OTHER MISC ITEMS.Since this complaint was started and As of thisdate: 8/12/14--- ALL OF [redacted] HOUSERHOLD GOODS HAVE BEENDELIVERED. So he should have no more issue as to where his items are.Also pertaining to Order Number: Job # [redacted]. Claims there was a numeric error in inventory count sheet, and that this Isheet count is reflecting 55 missing items: Well, we find that hard to believe.And we deny that there are that many items missing. Yet on the off chance thathe can show which items or boxes are missing, we’ve provided him with out claimadjuster ([redacted]). For [redacted] to seek direct relief from our companydemanding the total cost of his move $5,500. is not only without merit, but itis absolutely unrealistic. We are notin the business of moving people for FREE. [redacted] will receivecompensation for his legitimate loss in accordance with the claims department’sfindings. Respecfully[redacted]Grand Express Van Lines [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Reply to inaccurate facts from the Grand Express letter.

Regards,

Review: [redacted] has been making promises to move us from ** to ** - took the deposit and then moved dates aroundWe worked with him and kept changing dates although it was very painful process to usFinally on the agreed date,
We packed our entire apartment and waited and waited for his staff to come and help us moveNot only did they not show up, but did not return our phone calls starting from 6:amThe time slot alotted to us by our apartment building was from 6:am to 12:noon[redacted] returned our phone calls at 9:am saying - let's do itHe was rude, unapologetic and proposed we do not adhere to the apartment building policy of sticking to the time lineWe have very young infant kids in [redacted] waiting for us there but at this time [redacted] has majorly impacted our life negativelyWe now have to extend the lease, look for a new mover, get a new date to move with the apartment building, cancel our car movers, cancel hotel reservations and deal with all the misery while our kids wait for us in [redacted]All this is because Grand Van a Express Lines did not show up on the agreed time of move and did not even communicate to us that they were running severely late or just not showing up at all! And by the time they called us back, it was already too late as the allotted time slot was almost over.Desired Settlement: An apology plus the refund of credit card money
Business
Response:
To Revdex.com New Jersey...With regards to [redacted] complaint, yes he is correct about us calling to let him know that we would be arriving there a little later than what we had previously agreed to, but it was not 9:am, but closer to 8:amStill later than 6:am, but what he has not taken into account is that with the types of condition we've been dealing with since the storm that came down starting on the 26th of this month, that has change the dynamics of everythingFirst off, we were suppose to move them on the 27th, but that was impossible because the storm was in full force at that timeFast forward to the 29th (today), our truck driver left our depot at 4:am to start the days routesHowever, because of this weather, the driver notice that the air brakes system suddenly froze which kept him from moving forward, the priority became to get the truck off the road, get the problem reported, and start the process for repairing the truckThis all got done, and by the time the driver/movers had the presence of mind to call the client about the mishap, it was already a little after 8:amI then, contacted the [redacted] and explain about why we were going to be late but that we would be there at around 9:30-10:00...[redacted], began by being understanding on the matter, and we thought we could come to an agreementBut then the woman [redacted], got on the line and started ranting and raving on the phone, casting blame and aspersion, to the point where she convinced [redacted] to cancelSo if they are going through all these additional expenses is because they chose tio move forward to try and find another companySo in away, they prolonged there move by there own impatienceWe are still will to perform there move at no additonal cost, but it is up to them to let us complete what we started.Grand Express Van linesManagement

Review: Picking one issue with this company is difficult as there are many. Customer service, advertising issues, payment issues and delivery issues. #1...I was moving from De to ** and told delivery would be 7 to 10 days when I first signed on. When movers picked up furniture they told me 15 days. The bulk of my furniture was delivered 20 days later at 10pm until 1am the following morning.#2...I paid $300. on deposit as per contract, authorized 1/2 of remaining balance on pick-up. They charged my credit card $1,000. instead of the $816. (1/2) that I had authorized. #3...Chest of drawers not delivered. I was told it would be delivered by the end of June (original pick up on May 20th). Today is July 1st and I have not heard. I will call and get another empty promise. Suggested taking a credit to my card for replacement instead of delivery, but not agreeable to offer.Summary: Constant phone calls to these people to get what they promise to do, and straighten out details like charging my credit card for more than authorized. Still have to file a claim for a few damaged pieces of furniture. Nothing but stress dealing with this company since you don't always get a person to answer the phone or return a call when a message is left, and I still don't have my chest of drawers.Desired Settlement: I am tired of having to deal with this issue and constantly having to call them, and now having to file a claim for some of the damaged items. I want a refund/replacement cost for my chest of drawers (not yet delivered), and damaged large bookcase faade, recliner chair that the legs were damaged, 3 totes that were damaged (1 beyond use, the other 2 lids destroyed), shelving unit that had the base knuckle broken off of one of the poles. Refund needs to cover cost of all of the above.

Consumer

Response:

My dresser was finally delivered on 7/4/14 - 45 days from pick up. [redacted] (? owner, person in charge) called me and vented his anger at my filing a complaint and then hung up. I do not wish to deal with anyone at Grand Express any longer and give you permission to consider this complaint closed. Bad experience I do not care to repeat and relish the fact that it is history. Thank you for at least having an avenue to inform others so they may avoid the same experience as I did.

Review: Made a deposit of $300 for a move. Did not use their service. Asked repeatedly for a refund which I never received.Desired Settlement: Refund of my $300 deposit.

Review: Revdex.com Complaint
December 20,
Dear Revdex.com,
I am writing this complaint to inform you of a company with a high Revdex.com rating that is conducting unethical and unprofessional business practicesIn August 2013, I was looking for a moving company that was reliable, professional and reasonably priced and I narrowed my search to a few, but what made me select Grand Express Van Lines was they had the lowest price and an A- rating with Revdex.com
I was disappointed and upset to find that this company was misleading with their pricing and servicesIn August 2013, I was given a quote by [redacted] (not sure if that is his real name) for $2,which would cover my entire move from [redacted] to [redacted] I inquired why the price was so low and [redacted] told me they charged per mile compared to other companies that charge or moreI asked him if this is what I would actually pay and he said that the company used advanced software that provided quotes extremely close to what the actual cost would beHe said the quote of $2,was on the high endI was skeptical because this quote sounded too good to be true, but I looked up the company rating on Revdex.com and they had an A-, which was higher than some of the other moving companies I was consideringIn addition to finding the Revdex.com rating I reached out to the references provided by the companyI am not sure if the references they provided are actual people or if the emails are responded to by the company, but at the time I thought I was doing my due-diligence as a consumer to find a good moving company
When I informed another moving company that I was hiring Grand Express Van Lines because of the low quote, they said Grand Express Van Lines was a brokerI asked [redacted] of Grand Express Van Lines if his company was a broker and he said absolutely notHe said they would not be able to keep their prices that low if they were brokersI found out that Grand Express Van Lines is in fact a brokerThe people who pack up your furniture do not move your furniture to the next location and I was misled that Grand Express Van Lines actually moved your furniture from point A to point B and that is not the caseThey put my items on a larger truck where it sat until it was moved with other shipmentsThe people who move your furniture on the other end also don’t seem to be actual Grand Express Van Lines employees but contractors
When I booked with this company I informed [redacted] that I had a specific window that the delivery could be received in Texas, because my fiancé and I were closing on a home and he would be out of town serving in the military for a certain amount of time in the beginning of SeptemberWhen I booked this reservation I was clear about the delivery dates of August 24th through 28th, with the 28th being the latest[redacted] assured me that they would deliver within that window
Grand Express Van Lines was initially scheduled to pick up my items early afternoon, but did not show until that evening on August 11, When they arrived, the person who seemed to be in charge of the move, [redacted] (though he told us his name was [redacted] walked through my house and told me the price would be much higher than I was quotedInitially, he said it might be $10,I was so upset because I was told the quote I was emailed would be what I was paying[redacted] said I had a lot of items and the weight was going to be heavyI told him I could not pay $10,He said it would probably be around $5,000, but definitely not the quote I was given by [redacted]I felt that I was being taken advantage of at that point, but because I sold my house and had a closing date set and my things were packed, I felt I had to go with this companyI was at my residence with three other ladiesWe did not know a lot about weighing and what my items should have weighed or cost so we had to rely on the movers being honest
The movers did not pack up my things until after at nightThe head guy [redacted] told me they could go the weigh station but I would have to go with that price and he said it would be twice as much as what he was going to charge me, so though I was skeptical I agreed to pay the 5,rate [redacted] quoted me onsite, which was twice as much as what I was originally quoted over the phone with [redacted]In addition, [redacted] demanded a tipHe said that it was standard to tip them $I did not want to argue with him about the tip because they had my things in their possessionSo I gave him a $tip in the form of a checkAgain, I felt he took advantage of me as a woman
The company tried to deliver my items a week earlier than I indicatedI informed the dispatcher/possible manager [redacted] that we did not close on my home until the following week which I made clear when I booked this moveMy fiancé and I were at the house during the window I provided and Grand Express Van Lines never showedInstead they told me they would deliver before my fiancé went out of town for his military drillThe dispatcher said it would be delivered before August 29th when my fiancé went out of townMy fiancé tried to accommodate them several times and took off work one day and they didn’t showThen they said they were going to deliver on August 28th so my fiancé again tried to accommodate themAt one point they said they would make the delivery but it wouldn’t be made until midnightMy fiancé was uncomfortable with the items being delivered so late because he wouldn’t be able to see the condition of the items but he wanted my things delivered so he agreedThe movers then said they could not take the payment in credit but only cash
Since my fiancé and I were not informed of the amount due since we requested a discount for being charged twice as much quoted, though when I made the reservation I was told the software used by Grand Express Van Lines was accurate and the highest amount I would be paying was $2,818, he did not have cash on himHe told the driver he could pay with a credit card or checkWhen I reviewed the written estimate I was provided when my things were packed it said a credit card is acceptableHowever, the driver did not have a credit card machineWhen we tried to contact Grand Express Van Lines to make the payment over the phone last night nobody picked up or responded to my message
Since the driver/movers were not at the residence for delivery, the delivery could not be received until September 9th because my fiancé was out of townWhen I booked this reservation I was clear about the delivery dates of August 24th through 28th, with the 28th being the latest
They tried to deliver the items the next say on August 29th, but my fiancé had a flight to catchThe company was supposed to come first thing in the morning but did not answer calls from my fiancé or show before my fiancé left for his am flightThe dispatcher called yelling at me saying my fiancé would not accept the deliveryI informed [redacted] that I did not appreciate his yelling at me and that this was his company’s fault because they were supposed to deliver before the 29th
The shipment was not received by fiancé until September 10thWhen he received the shipment several items were broken to include my King bed frame, my inch flat screen TV was cracked, several dishes were broken and my dining room chair was also brokenWhen I looked at the options to file a complaint under the insurance that is included in the contract, I read that you could only receive per pound per article which would in no way compensate me for my lossAlso, in dealing with this company I knew they would never respond to my complaint because they ignored the emails I sent complaining about being misled with the price and the horrible service
My fiancé found out that my items were placed in storage and moved multiple times since originally picked up in [redacted] without my knowledgeThe company never followed up on the delivery to see if it was made and if we were satisfied, because they knew their behavior was unacceptable
I have pictures of the broken itemsI also have witnesses that observed the packing/moving and [redacted] and my fiancé received the items in [redacted] I hope the Revdex.com can help me in the pursuit of justice for being swindled by this companyI am asking that the Revdex.com investigate my complaint against Gran Express Van Lines for the following reasons: Misleading/advertising, Deceptive sales practices, and Failure to deliver goods in the condition they were received by the company.Desired Settlement: My fiancé and I want a refund for what we endured and to replace the items destroyed in the moveWe also want this documented to warn other consumers
Business
Response:
To whom it may concern:
We provided a move for [redacted] from [redacted] around middle of August in There was no guarantee that the delivery would be between the 24th to the 28th, [redacted] said that the preferred dates of delivery will be the 24th and the 25th and that we will try our very best to accommodate their needs, however the road to [redacted] is long and limiting a delivery to a small window is difficult for any moving company especially during peak moving seasonWe arrived one day late on the 29th and unfortunately no one was homeTo accommodate each clients specific needs is always our top priority, however we are not a car service or a pizza deliverymenMoving someone from East to West takes more time and manpower than people chose to believeWe do not push our employees over the limit because this industry is a hard labor service and our employees are real people just like everyone else
In regards to [redacted] and his quote for the client: [redacted] never actually gave [redacted] a complete inventory, in-fact the inventory she gave over the phone did not even match half of what was on the truckThe total box count was well over double as wellGrand Express Van Lines is as transparent as any company can be, we have not lied nor have we presented our selves to be something we are not i.emisleadingTo insinuate that we are misleading with pricing and unethical as a professional company based on a misfortunate turn of events is wrongAs well as to assume that we do not care for our clients that is simply not trueWe do everything in our power to provide clients with a trustworthy experience; the references that are generally listed are in fact actual clientsAs genuine as they can be, they are real people that we have moved in
[redacted] one of our sales guys gave a quote based on 6000lbs because that was what the software read when the client gave him the inventoryThe client claims that she had several companies vying to be the company that would move themIt is important to note here that the client should have at the very least had one of these companies provide a free onsite home evaluation that they would be aware of the actual weight rather then provide our sales staff with a partial inventory
Upon arrival our crew was halted and we had to head to a storage to hold [redacted] belongings while they were awayIn this instance we did not charge a single penny for storing their belongings in storage in [redacted] We operate on a strict time frame during the summers, our crew could not wait around a week or two to deliver their belongings and it is not economically feasibleLegally [redacted] should have contacted our claims department to make them aware of any damaged items but she simply did notIf she had done so, then we could have found a way to resolve this issue she had with our company internally
Thank you,
Grand Express Van Lines
Consumer
Response:
Review: [redacted]
I am rejecting this response because: as a consumer I should have been informed that Grand Express Van Lines would not be able to accommodate the dates I provided for the [redacted] deliveryMy husband (fiance at the time) were closing on a house and then neither one of us would be at the residence after the window I providedI stressed the importance of my items being delivered in that windowIf my request could not be accommodated, or even in if there was a strong possibility the items would not make it in that timeframe, the person who scheduled my move, [redacted], should have told me they could not accommodate me and I would have booked with another company
The responses from the company reflects the kind of customer service they provideFor example the sarcastic remarks of not being a car service or pizza deliveryman was unprofessional and unessecaryI gave a complete inventory over the phoneYes I had more boxes than the additional quote, but that in no way accounts for being charged double the initial quoteWhen I asked if Grand Express could come to my residence and take an inventory to make sure the quote provided was accurate, I was informed they did not do onsite quotes and the software used was sufficientI received several quotes from other movers and had a few came to my residence and did an onsite inventory of which the result was approximately 7,lbsEven today, I don't know exactly what my items weighed and neither does Grand Express because my items were never taken to a weigh stationWhen the person in charge of the onsite move, [redacted] came to my residence he told me that he knew my things were 'overweight' because my items were going to fill up his truckNow I was provided a quote based on weight, yet [redacted] described a quote based on volumeAgain, this is an example of how this company is inconsistent in their service and unethical
As a consumer I expect excellent customer service, to pay what I was promised in the intital quote and to receive my items during the window promised without damageThe company did eventually deliver my items, though I paid double the amount I was initally quoted, several items were damaged beyond repair and I received my shipment weeks after the window I provided
The company claims to provide clients with a trustoworthy experience, but I disagree because this company never followed up with me after the move to ask me if I received my items, or how I felt about their service, that's becaues they knew I was not provided good customer serviceI sent multiple complaints to Grand Express via email and telephone and I never received a responseAs a result, I did not file a claim for my damaged items because I assumed they would ignore that claim like the other complaints I made
This company is conducting business in an unethical manner by using the "Bait and Switch" methodThe company lures you in with a low quote, knowing that they will charge at least double what was origianlly quoted and by that time it is too late for the customer to backout because their things are packed and they have a deadline to move
I know this company took advantage of me by charging me double the initial quote and I hope Revdex.com can do something about this issue as I'm sure this is not the first complaint against this company
Regards,
Business
Response:
Dear Miss/Sir:
On August 11th we picked up the customers belongingsThe customer listed on the contract that the “earliest delivery date” would be August 24thIn terms of legality, we have up to 7-14-business days to deliver from the first available date for that the client listedThe client’s belongings were loaded into storage because they were not home on the 28th when the crew arrived for deliveryWe did not charge any fee for the storageOn September 10th the crew was able to complete the job in [redacted] The client closed on a binding price; at no time did she request that we have her items weighedShe had days from the time we picked her up to request a weight but she never did
In regards to the damaged items, we apologize that your items were damaged but we have a claims dept that the client should contact to get the process of reimbursement startedThey can be reached toll free at [redacted] to file a claim
Best Regards,
[redacted]Grand Express Van Lines
Consumer
Response:
Review: [redacted]
I am rejecting this response because: reasons included in my prior statements
Regards,

Review: This company quoted me moving service based on a spreadsheet listing our household goods, itemized. They then requested to show up a day early. I agreed as the company representative, [redacted], stated that they'd help us pack. I thought I was doing them a favor but they charged us for the extra packing. They then DOUBLED the price while onsite. DOUBLED!!!!! They lied about every aspect of the agreed up on transaction.

Here are my itemized complaints against this company:

1: Doubling the price upon arrival at my residence. Bait and switch!

2: COERCING my son to give them a tip!!!! Extortion!

3: Charging me $250 extra to ship my motorcycle stating that it would be kept separate in the back of the truck and nothing would be packed around it. Upon arrival at my new residence, I personally saw boxes, a mattress, and boxspring packed on top of my motorcycle. They cracked one fairing and scratched 2 others. What did that $250 extra payment go for? LIES, on countless occasions.

4: Breaking my household goods. A table was damaged beyond repair as they broke the legs in a critical position. I have photos.

5: Thieft! They stole 2 bottles of wine estimated at $250.Desired Settlement: I will take this company to court on charges of RACKETEERING. My charges will be Extortion, Bait and switch, and theft. I'll contact the [redacted] of the US if necessary. They LIED, STOLE, and MISREPRESENTED themselves at every turn. I'll make a point of letting them know that the [redacted] has no place in the United States!!!!

They also have a disclaimer on their contract that states that we 'Waive" the right to instigate a class action lawsuit. I circled this and made a note, before their representative, that I did NOT agree to that. As they already had our goods on their truck I had no other option but to sign the document and pay them in cash. They force this type of payment knowing that paying via credit card can be challenged.

As this was an interstate transaction the [redacted] and the [redacted] will be contacted regarding the practices of these racketeers.

Business

Response:

To whom it may concern:

When the original estimate was given, the customer failed to provide an accurate inventory. We here at Grand Express Van Lines always encourage all customers to take their time while submitting an inventory because things should not be overlooked. As a result prior to the job beginning our driver did an examination of the home, at which point he informed us that the client had much more weight and goods than they have previously indicated to us.

Both the customer and Grand Express Van Lines both agreed on a binding contract. We have a signed contract agreement for the binding price signed by[redacted] wife since Mr. [redacted] was not present during the pick up. We wrapped up everything and disassembled a pool table (this was not a part of the original agreement). All of his items were safely transported to the truck. On some occasions some items might find some sort of damages. We have a claims department that settles disputes regarding damages or broken items. This information was sent to Mr. [redacted] so he can handle the claims him self.

After the job the crew went to a weigh station to weigh the truck and see the weight of Mr/Mrs [redacted] belongings, the total weight was 13,700lbs. We closed the job on a binding weight, which included the cost of transporting the motorcycle, large tractor and the pool table disassembly. The price we gave Mrs. [redacted] for the move was $902 less than the actual weight/price per pound that we measured after the pick up. Mrs. [redacted] agreed with binding contract. 10 days later we arrived into Texas. The crew before completing the job had to obtain the remainder of the balance, Mr. [redacted] complained that we only accepted cash on the delivery. This is absolutely not the case; if he contacted the office we would have charged his card just as we did on the pick up and preliminary deposit. Company policy for payment is credit card, money order, or cash payment.

[redacted]agreed with the motorcycle charge prior to signing an agreement with us. He specifically stated that the pool table was going to be disassembled upon our arrival; this was not the case, our crew spent a long time taking apart the table. Mr. [redacted] complained that the price was much higher than originally anticipated however he had a lot more items than he originally stated over the phone with our staff. In edition we tried reaching out to Mr. [redacted] on numerous occasions in the past two weeks to resolve this issue internally and he has not picked up the phone or called us back.

Lastly, we at Grand Express Van Lines take pride in the fact that we have many employees from all facets of the world. To simply call our crew a [redacted] is discriminatory and ignorant of Mr.[redacted]. Our employees conduct proper work so they too can live a decent life. It is wrong to assume that just because they are immigrants that they are pushing and forceful.

Sincerely,

Review: We agreed to have Grand Express Van Lines move our belongings from [redacted] to [redacted]. Our move date was 7/22/2014 and we made it abundantly clear this was our rental deadline and we could not get an extension with our landlord. They sent a driver (with a semi) on 7/20/2014 to verify how much space they would need in their trailer for our belongings. The actual driver showed up at 3:30 on the 22nd and tried to make us pay additional monies for the stairs and steep driveway at our house. I explained that to him, and after showing him the email from the sales quote, he reluctantly agree to move our belongings. Their "experienced help" (temp laborers) showed up around 4:00 to assist. Shortly thereafter, the driver asked me what we could leave behind because they did not allow enough space. I explained we needed to be out that evening and could not leave anything behind. Due to their late arrival, the only option we had was to tent a truck ourselves and move the balance of our belonging. I personally loaded, and unloaded a 16' truck that was completely filled. It was clearly evident they were not all professionals, and they dropped several pieces of or furniture causing a great deal of damage. Their response was " well, you have minimal insurance coverage to help". Upon arrival in [redacted], they brought in another temp laborer and did additional damage to our belongings. I spoke with their owners several times on the phone and all they had were excuses and lies. There were several areas in which they did not fulfill their contract, but they require payment before they would unload our belongings. The driver even said they were no longer required to cross over any scales for DOT.They claim they would have stored what they could not fit and deliver at a later date. This was never mentioned until after the fact when I was attempting to get re-imbursement for our additional cost. Overall, this company made a stressful situation worse and I would not even recommend them to my worse enemy.Desired Settlement: I requested a reimbursement of $2,400.00. This was based upon the cost of the rental truck, the fuel to drive it to [redacted], and the difference for the weight they did not deliver. I ended up paying them a flat rate, per their quote, and I moved several items myself. They were very rude on the phone and would not let us explain our side. This is why we have chosen to file a complaint with the Revdex.com.

Business

Response:

FROM GRAND EXPRESS VAN LINES TO Revdex.com of NJ.Dear Sir(s) or LadyResponding to Mr. [redacted]'s complaint, let it be known that on July 22 of 2014, our company, though admittedly a bit late (3:30PM), we did in fact showed up at the customer's home to pick up his household goods. We did find, that client did indeed have a lot more items than was expected or conveyed via the phone to our sales personnel. So obvious, the space for ALL his items was not available. (And tho in fact their were stair and tough terrain to negotiate which he could have been legally charged for, we gave him the courtesy of waiving the charges for this). At any rate, when we discover that not enough space was an issue, we suggested that since he had to be out of there forthwith, we could take the extra items at no additional cost save the charges for the added weight discovered on scene, and that we would at a later date come, retrieve the items in storage and deliver them to [redacted], [redacted]. Well Mr. [redacted] balked at this suggestion and took it upon himself to go and rent a truck (without our consent) and move the items himself. He has the right to do that if he wishes, but he cant then turn around and try to get us to reimburse him for the cost he incurred by operating outside our contract. This alone should be obvious to anyone, and should absolve Grand Express from responsibility, once Mr [redacted] operated on his own. It is our contention that the monies he is claiming from this company is at best, unreasonable and without merit. Therefore, we are not responsible for his bill, as he paid for a service which gave him the outcome he sought. To get his items delivered.Sincerely,Dispatch Management, Grand Express Van Lines

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Their response was full of un-truths. We actually had less items than what was on their quote (I still have copies of this) since my wife sold several items at a garage sale. this original quote can be provided if necessary. I also have emails. with attachments showing the stairs, steep driveway, and complete maps of the area. These were all provide for their use during the quotation process. I wanted to make sure there were no surprises when they showed up. The fact they argued, and tried to "hold us up" for additional monies was not fair, and the driver only consented to begin to load our belongings after I provided him with a copy of the email that showed there were steps. They never mentioned coming at a later date, or placing our belongings in storage., We had to be out , 100%, by the 22nd, so where were we going to put the belongings they could not move. Leaving them at our previous residence was not an option, and this was made abundantly clear from the onset. I had no other option, after talking with their driver, but to take things in my own hands to ensure ALL my belongings made it to [redacted]. Grand Express failed to uphold their end of the contract by not having enough space on the contracted date. Again, I had to make it work and get all my belongings out of the house in [redacted]. As a matter of fact, the owner showed up as we were finishing loading to do a final walk through on our rental home. Grand Express is even admitting they did not have enough room and I moved some of my own belongings. This is why I also have asked for compensation against what I paid. They did not move all they agree to, I personally moved the balance my self. They have also failed to mention, that in an effort to help expedite the move, I had move a great deal of the boxes, and smaller items to the road. This saved them countless trips up the steep driveway to the house. In an effort to get done that evening, we also fed the entire crew so they did not have to leave for dinner. We also had to put up with an un professional attitude from their lead driver. We heard, many times, " let's get this st loaded". It is our life, and not to be described with his eloquent choice of words. This was heard by several people, several times.

Regards,

Business

Response:

To Revdex.com New Jersey Office...Sir(s)...Whether or not Mr [redacted] reject's our explanation is a moot point. The fact remains that he took it upon himself to incur the expenditure at hand, without our consent. We unequivocally stipulate that we were absolute aware that the premises had to be vacated on the the date in question. We had no problems with making sure that every piece of personal belongings would be out of that house. What we did not have was the space to transport "everything" in to [redacted] , as he (as we explained before, and stand by) was not 100 % forthcoming with regards to the size and amount of furnishings, which caught us unawares with the right amount of space to move his. items. We could however, have move said items to a local facility just to temporarily get it out of the premises, and come pick it up on another date, (at our own expense), and this would have solve the issue. But, like we said, Mr. [redacted], decided to take it on his own that very same date, leaving us with no choice but to let him pay his own way.We stand by this explanation.Grand Express Van Lines,Dispatch, Management.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It is full of lies, again. They claim they would move some of our belongings to a storage facility, but a.) there was not time (it was nearly 10:00 PM when they completed with my help), and b.) the driver asked what we could leave behind, and we have witnesses to this. Does this sound like they made an offer to store some of our belongings?They also claim we were not 100% forthcoming with regards to the quantity of furnishings. This is true, we actually had LESS than what was on the quote, not more, and they sent a driver a few days prior to verify what space would be needed. Apparently this driver needs to learn to open his eyes when looking at furnishings. I have a copy of their quote to prove this if compared to the inventory list.I am not surprised their rating has dropped below a rate acceptable to the Revdex.com. They were horrible to work with once the deposit was paid. They even considered offering compensation but they would not offer a dollar figure. The driver even called me to try to talk me out of pursuing compensation because he said it would come out of his pocket. Unfortunately, all I can do at this time is take civil action, and a complaint has been filed with the Federal Motor Carriers Commission.

Regards,

Review: Our problems just started when they showed up a day later than promised. There was not enough room on the truck to take our shipment, so it took them two days to load our belongings. Then the price more than doubled from $2933 to $7500, due to the fact that our shipment was never updated by the sales representative that we contacted several times (but at this point we were stuck because we had to be out of our house). They showed up late the second day to finish our move. They also had no boxes like we were promised. We had to wait nine days for our things to come and we were never informed that not all of our belongings would be delivered. So some of our things were still in storage and we didn't realize it until we sorted through them. We had some damaged items and were told we would be sent a claim form, by [redacted], and we never got it. After at least two dozen phone calls and emails (one day I called 13 times in three hours and got voice mail every time) we were told the rest of our things would be delivered at a later date. We were promised a delivery date of 9/14/14 (27 days later) by Grand Express Van Lines and again our things were not delivered. We have been more than patient with this company but this is bordering on ridiculous. We have wasted quite a few days waiting on this company only to be disappointed. I have all the emails sent to and received by this company. This is like a nightmare that just won't end. There is a lot more to this tale but I don't have enough room to list everything.Desired Settlement: We are looking at several outcomes: Delivery of our belongings, price adjustment due to the inconvenience, damaged items, and stress we have had to suffer to say the least.

Business

Response:

REGARDING COMPLAINT DETAILS:On AUG 19, 2014 Our company picked up The [redacted] household items. At that time all the facts about their move were presented tothem from the foreman who was in charge of assessing their move before theystarted loading. After we this was done, it was discovered that all their items would not fit in the truck, so certain items had to be left behind to be delivered at a different date in the near future. This was agree to by the [redacted]. The first part of the move was delivered on Aug 27th. Only 8 days after the original part of the move. The second part (that which was left behind) was delivered on Sept 16th. Everything that was loaded at the beginning was accepted by the [redacted] without any protestation. Now, they are upset because of the delivery taking so long, and they alledge that boxes were missing. We delivered everything that was given to us. In fact, the reason for the increase in price is the very same reason why we had to separate the load into two parts, and that is that she had way more stuff than original though or claimed, Since it turn out she had more, change for order of service was generated and the priced increased. Their is no reason why we feel we should reimburse The [redacted] with any money, let alone over two thousand dollars.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

On the day of our move we were told that our belongings would be put into storage because there was not enough room on the truck and we had no problem putting them on storage until they could get a less full truck. The funny thing is that they acted like they were doing US a favor because they didn't have enough room. We agreed to this even though I contacted Grand Express Van Lines on two different occasions and received an email responses from [redacted]. that it was NO PROBLEM our load was bigger than originally planned and he had passed our information on to their dispatch section. As far as the price increase, beware of this company and their BAIT and SWITCH tactic. When they finally do show up, which we will be days later than promised, you have no choice but to accept the price increase. I find it hard to believe that our price increased from $2933 to $7500, I didn't underestimate our load by 150%, that's just ridiculous!!! Our first load was delivered on 8/27/14 but the second load which was promised on 9/14/14 didn't show up until 9/16/14 so I wasted two days waiting for our things. When the truck did arrive the driver tried to give me items that were not mine. I informed the things weren't mine and he insisted they were (like I don't know my own furniture). We still have not recieved any information on how to make a claim for damaged or missing items. If you are thinking about using this company please do your research, you will think you are getting a deal but don't be shocked when your price increases and your thngs go missing. Read the critical reviews and take heed. I can only deduce that the good reviews were written by the company or their friends. The customer service is horrible, they obviously don't adhere to the rule that the customer is always right. How this company has a B rating with the Revdex.com is beyond amazing to me. I learned my lesson the hard way, "YOU GET WHAT YOU PAY FOR". Save yourself a ton of anxiety and headaches and go with a reputable mover!!!!P.S. Get moving Insurance

Regards,

Review: Moved from [redacted] to [redacted]

Delivery Issues :The contract agreement was broken when they picked up our products/services ( 1st shipment ) . Company arrived a day later than date said in contract, and didn't finish loading until 1:30 in the morning., When they came for the shipment they said their truck was to small to take the entire load and would return in two days for the second shipment: But they didn't return until 6 days later for the remaining items after many phone calls ( inappropriate behavior by customer service personnel) They came for the second shipment on a Sunday afternoon after being told we needed to be out of our housing by Friday. When our shipment arrived in [redacted] they recruited local people .They only had two drivers that were from the company.Upon arrival the driver (supervisor) wanted final payment before unloading our shipment items. A lot of our items were damaged and glassware broken. Also, the majority of our crated items ( high valued) were damaged. Non-delivery of products : As they were unloading items it was obvious we had missing items and after the movers left we discoverd items that were not ours. We called the company and they stated " we have another shipment of yours", " we have a truck that should be coming your way in 10 days" through [redacted] and your shipment would be on there. Well, the ten days laped and we called the company to enquire about the shipment. We were told by the individual that answered the phone that all the trucks are in [redacted] and i'm not sure when we can deliver the rest of your shipment, maybe the end of the month. Duing the last conversation with the company we told them we had items that didn't belong to us that the movers left and the company just stated "oh". It has been exactly 25 days since our intital delivery to [redacted] and we are stilling waiting on the rest of our shipment to arrive. This has been an unsettling experience and I don't wish this on anybody.Desired Settlement: Compensated for damaged broken assets/

Return of all Missing items/

deposition of items that don't belong to us

Business

Response:

whomever it may concern:

I moved [redacted]’s belongings from ** en route to ** on June 25th. We scheduled them in for a two-day back to back like all clients as to avoid any conflicts. I sent a large truck to their home however some items could not fit into the truck. Several days later we had to return to pick up the remaining of their belongings, we kept all their stuff in our storage for longer than two months. Unfortunately when we began loading their belongings several items could not fit into the trailer (lawn mower, ladder and several other items).

[redacted] is claiming that several items were damaged or missing. When we got word from the [redacted] family of this situation we sent them our claims department telephone number to sort out the issue.

Keep in mind we never charged the [redacted] family at all for storage. We will be in ** at the end of the month, the [redacted] family will have their remaining items. It was not our inten We sincerely apologize for this issue with hope that this is resolved.

Natalie Vatchikov

Business

Response:

This past week our dispatch spoke with Mr. [redacted] to coordinate a delivery on October 12th, Mr. [redacted] stated that he is out of town. Our delivery for the remaining items for Mr. and [redacted] will be delivered this weekend (October 19th 2013). We trully hope that this issue that the [redacted] family have will be closed once they obtain their remaining things. This industry is a very tough business, we worked tirelessly to make sure that they would receive their belonings in a timely manner however sometimes there can be hiccups along the way. We are a very responsible business and want our clients to receive the highest quality of service every day, nonetheless we are only human.

Regards,

Grand Express Van Lines

Review: Grand Express Van Lines was contracted to move my 3 bedroom, full basement house worth of furniture from [redacted] to [redacted] 1. I received an extremely low estimate despite a detailed inventory being done with the sales rep and at time of pick up, the movers refused to move y things without an agreement of 2124.00 additional dollars.

2. My items were promised to me on 9/12/2014.

3. Without notification, delivery was changed to 9/17/2014.

4. The delivery company contract stated furniture would be broken down and reassembled. Because there was only one mover who arrived at my home to drop off my furniture, this was not done.

5. The driver independently solicited my neighbors, who I am uncomfortable with, to move my items into my home.

6. When the assistant would no longer help, myself, 15 year old son, 20 year old daughter and 13 year old daughter were then forced to move and assemble items despite **ying 4200 to a moving company that promised this service.

7. The move was incomplete, the driver left items in my driveway, on my **tio and left items disassembled.

8. The driver, admittedly, damaged several items because he was moving things alone. i.e. My king sized mattress which was wet and became moldy because not properly dried. My granddaughter's crib and a host of other items.

9. Despite boxes being labeled fragile, the driver stacked several pre **cked boxes together in large wardrobe boxes destroying several items like my computer and printer.

10. The driver moved items here that were not requested, refused to unload them once made aware of the error and left requested items in **.

11. The company agreed to pick up the additional items and transport them; in doing so, they did not wrap my belongings when loading them causing extensive damage to the remainder of my furniture. This is including a family heirloom that is irreplaceable.

12. The second shipment was left at a storage company in [redacted] and outsourced to a driver there without notice.Desired Settlement: I would like a complete refund for cost and compensation for damaged items as the contract was not honored.

Business

Response:

REGARDING COMPLAINT DETAILS:On Sept 8th Grand Express Van Lines went to the [redacted] residence for a pick which was commissioned by her, and to be delivered as soon as possible, without inconveniencing either the movers or patron from [redacted] Delivery scheduled: We completed the job on Sept 17 (as we have 7 to 10 business days, re: DOT guidelines for delivery. Due to unforeseen circumstances, and with Ms [redacted]'s approval, certain items were and had to be left behind at the original point of the move [redacted]). The larger portion of the move was delivered. Which brings us to her 1st point of contention: (That she " received an extremely low estimate despite a detailed inventory being donewith the sales rep and at time of pick up, the movers refused to move y things without an agreement of 2124.00 additional dollars") Well, if she felt the quote was to low, she might have realized that it was the reason for the increase in monies on the day of move, for as it turned out that she had many MORE items, thus MORE cubes, hence: the reason for her $2124 increase. On that day, she agree to a flat binding price and signed off on it. (Record signature on file). To point 2 3,& 4 (Delivery a date expected or earlier---this was precluded because The MAIN HELPER became very ill, a replacement could not be had, and the CDL Driver ([redacted] had to complete the rest of the ENTIRE MOVE all BY Himself. As a gesture of good faith, we offered and gave Ms [redacted] a $300, WHICH SHE ACCEPTED. If the The driver solicited help from neighbors as she claims, the only reason for that is to help complete the job a little faster. There was no malice or intent, so her claim of being embarrass if her personal problem. The company even went as far as delivering the rest of the items that had been left in ** to try and make her happy. Lastly, it Ms [redacted] knows that if she has any complaint regarding damages, all she need do is submit a formal claim to [redacted] Regarding family heirlooms,we make no separate distinction between them and regular items. Unless their is a separate insurance claim for those heirlooms, we cannot do anything different regarding payment.So we stand by our position

Review: The complaint concerns two major issues regarding this company. First, the price was raised considerably from the initial estimate. We were quoted a price of about $7500 to cover our military move from [redacted] to [redacted]. This was supposed to include everything necessary to accomplish the move. However, we were informed that we would have to pay for all packing materials, which amounted to about $2000. We were charged for numerous "mirror boxes", which are more expensive, despite moving only one mirror. I am certain that our moving weight was under 8,000lbs after moving twice in the past two years (where we had about 8,000lbs and we no longer have several heavy pieces of furniture since those moves). Yet, this company said we had about 10,000lbs worth of items. This overestimate coupled with the inordinate packing charges resulted in a total moving cost of over $11,000, which is quite a bit higher than what the government reimburses for this weight.

Second, the service has been abominable. We were told three different days that the movers would be coming, and no one showed up. They finally showed up several days later after 1500 to start packing. They promised to return the next morning between 0800 and 0900, but did not show up until around 1300. Lastly, our items were picked up about 23 days ago, and we were assured that they would be out in ** by the second to last week in JUL. Yet, today is 19JUL14, and they told us our items will not even be shipped across the country for at least 10 more days.Desired Settlement: We expect the company to lower the price of the move to within the government's quoted reimbursement amount as the minimum compensation for all that has transpired.

Business

Response:

he complaint

concerns two major issues regarding this company. First, the price was

raised considerably from the initial estimate. We were quoted a price

of about $7500 to cover our military move from [redacted] MA to [redacted], WA.

TO WHOM IN MAY CONCERN

We met all the expectations Mr [redacted] received when he hire our company in lieu of the military failure to move him. Secondly, the change of order for service PRICE was due to the amount of extra items that we found at the home. . Mr. [redacted] seem very pleased with all the services when we finished at his home, now we are surprise by his attitude. We did arrive a tad behind scheduled, he complaint

concerns two major issues regarding----That Mr. [redacted] was charged only what was legitimate incurred, and secondly...that we have stay within DOT federal guidelines for his delivery.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

We just received an email that our complaint had been closed even though it was not yet resolved. We were out of town and couldn't review the response. We would like to reopen the case since the situation has gotten even worse rather than improved. There was no effort from the moving company to resolve any problems we encountered. We are asking 'For a refund of the packing money. After we finally got our things delivered we found countless items and furniture pieces broken. We also have pictures to prove this. Lots of dishes and glass pictures frames were thrown into boxes not even packed with anything. [redacted] was extremely rude on the phone and blamed it on us even though all the packaging was done by their company. We want to reopen the case and ask for a refund of for the packaging money

which was $2009.

Review: Grand Express Van Lines has been terrible to deal with. I requested my shipment to be delivered on December 1st 2013. I was told that the delivery date would be the 1st. I was called back and told that my shipment could not be delivered all at once and would have to be sent in two separate shipments. I was moving from a furnished apartment into an unfurnished house and needed my furniture. I was told that the second shipment would be delivered between the 15th and 20th of December 2013. I was then notified that my first shipment had to be delivered on the 29th of November and could not be delivered on the 1st of December. I told Grand Express that it was not possible. I did not take actual posession and occupancy of the house until December 1st. I was able to make arrangements to take possession of the house on the 30th of November and my first shipment was delivered then. Almost all of my boxes were crushed and a lot of dishes and China were broken. There were obviously careless in the move. I had not heard from Grand Express on delivery of the 2nd shipment so called them on or about the 17th of December. I was told that the driver was in California and would be calling me to arrange delivery. The driver never called. Grand Express ignored my emails. After calling several times I was lied to each time about the status of my second shipment. After Calling on December 24th I was told that the delivery would be made on the 26th at 6:00 am. Grand Express did show up at 6:20 am on the 26th. My antique dining room table was broken in this shipment. My entire Christmas holiday plans had to be cancelled due to the fact that I was lied to consistently about the delivery date of the 2nd shipment. I would never do business with this company again.Desired Settlement: I would like a partial refund.

Business

Response:

In response to [redacted] complaint

When we began loading his belongings, the crew realized that it would not fully fit in the truck. We called [redacted] to ask what he would want us to do: wait for a new truck with more room or to have two separate deliveries. He said he rather have two deliveries. Once the agreement was made we loaded as much as we could into the truck.

In regards to the broken items, [redacted] never contacted our claim department; he never told us that he had broken items at all. If he had brought this up to our attention then we would have gladly helped him resolve any discrepancy. We did however provide a $200 discount for the separate delivery because it was out of our control.

We provided [redacted] with a good service and sadly sometimes it does happen that certain items arrive damaged. We have a claim department that handles damaged items. Items typically get damaged only if the owner did not properly pack them up. Our crew is well trained in taking great care in transporting items. When packing your own boxes you should never leave air pockets within the box. Always pack each box to the maximum capacity with bubble wrap or white paper to ensure guaranteed protection, otherwise you would end up with boxes that crumble when placed on top of each other. That is the case here, the boxes were poorly packed, we didnt pack the boxes. In fact, it is important to buy sturdy boxes for interstate moves.

We sincerely apologize for making [redacted] move unsatisfactory but we did try our best to accommodate [redacted] needs. I feel it is unfair to state that we lied to him because frankly the road to California is a long road and sometimes there are unexpected challenges in the way. With that said, we always provided an estimated time of arrival rather, there was never a guaranteed agreement for exact date of arrival for the second shipment.

Once again we sincerely apologize that Mr. French was unsatisfied with his move,

Grand Express Van Lines

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

1.They are lying about me not contacting them in regards to making a claim. I did contact them and they referred me to their insurance carrier's website to initiate a claim which I am in the process of doing.

2. They lied continuously saying that the driver of the truck would contact me with a delivery date for the second shipment. The driver did not contact me until December 24th. I was on standby to receive a call from the driver since December 15th. Waiting for the second shipment prevented me from making any plans for the holidays.

3. How do you brake a dining room table? I can accept the fact that certain things in boxes can be broken during a move but breaking a table is careless. I am attaching some photos of the condition of the boxes when they arrived at my house. You can tell that they were not carefully handled and were just crammed in the truck.

4. I did agree for my items to come in two separate shipments once I was told that they would not fit on the truck. I had no other option. I was moving from a furnished apartment into an unfurnished house and having some furniture was better than having none. Agreeing to a later shipment of all my things would have meant living in an unfurnished house without anything for 26 days. I had no real choice to make. If I was informed by Grand Express prior to making a contract that there was a possibility that my stuff might have to come in two separate shipments I would not have contracted with them.

5. A $200 discount does not make up for being lied to about a delivery date on the second shipment nor the fact that the driver never called until the 24th. What if I had gone back to VA or GA for the holidays with the rest of my family?

6. The general public needs to be aware that Grand Express will ignore your emails and phone calls when they do not want to deal with your legitimate questions and that you may or may not be informed of an accurate delivery date. Your things are subject to being crammed into a truck without regard for the contents.

Regards,

Business

Response:

Mr/Mrs I will try to contact [redacted] to resolve this complaint. I left voicemail, and no one responded back to me. If you have any questions or concerns, please contact me so we can resolve this issue at [redacted] Mon-Fri 9-5

Thank You for your cooperation,

Grand Express Van Lines

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have nothing to discuss with grand express van lines. I will not return their phone call. they deserve to be treated just as they did me.

Regards,