Gateway Express Moving

The Moving Horror Story

In Mid September 2019 I began soliciting bids for our relocation from Mishawaka, Indiana to Ft Myers Beach, Florida. I chose Gateway Express Moving based on the cost, their understanding of 2 pickup points in Indiana and 2 delivery locations in Florida. I paid Gateway $984 as a deposit. Additionally, I fell for Danny’s story of having a truck in the area at the end of October that we could schedule and save both of us time and money. (In my defense I had not moved in 35 years and did not know much about the moving industry. I also did not do all the online checking I should have done).

I was never told that Gateway was a broker; that Gateway owned no trucks or moving personnel. Gateway priced my move with a detailed inventory and knowledge of the two pickup and delivery points. They promised pickup early on October 28 and delivery in 5-9 days. The Friday before the promised Monday morning pickup, I again reviewed the inventory with Danny and Ryan and pointed out that we had sold or given away about 1000 pounds of furniture and goods. He assured me that the price would be based on actual weight and my cost would go down once the truck was weighed.

I was told the company had a 24 hour customer service hotline for any problems. When I need to avail myself of this hotline, I discovered the number was only covered for 7 hours a day. The rest of the time you could leave a voicemail and they would get back to you. My call at 2 A M was returned at 4 P M the next day and I was told they would look into my situation. It has been 5 months and I am still waiting for the answer to my problem.

The movers—All American Movers from Dayton, Ohio called mid-morning to say they were on the way with a half full truck. I told them they were going to need an empty truck. They called back, said there had been a mistake and they had to deliver the truck to Lafayette, Indiana and would return around 3. They called later and said they would pickup around 6. This wrapping spree cost me about $800!! As they were packing the storage space, the leader indicated he was re-writing the contract and demanding $3504 in immediate payment! I tried to call Gate Express Moving several times. At this point I found out the 24 hour customer service line was not really a 24 hour service line.

My original contract with Gateway was for $4044 after a preliminary weight adjustment with the understanding there were two pickup locations and two delivery locations. Pickup to be on October 28, 2019, (technically they started on the 28th finishing on the 29th), final weight to be determined after loading and weighing with delivery in Ft Myers Beach by November 6 as they knew we were leaving for a weekend trip on November 7.

I had now paid $4488 for a move that was contracted at $4044! I did not get a copy of the new contract, but I was forced to sign their copy which I did noting that everything was subject to change. I was told the truck was heading to Chicago and that it would not be weighed. It never was (and that is the only promise they kept!) They would not confirm delivery!!

Early the next morning, I called Gateway several times to describe the happenings of the previous day and ask about the contract, delivery, cost, etc. They said they would get back to me. I am still waiting. I consider they to be a scam artist and I hope to be able to tell everyone I know.

On the 6th of November, I was able to find a number for Emily Sanchez who was supposedly the Customer Care Manager for All American Movers. She said my belongings would be delivered on November 9 or 10, that we would have to be home, and that another $3962 would be needed in the form of cash or postal money orders. In at least one of our conversations, she indicated she did not know of Gateway Express Moving!

I was truly scammed by Gateway Express and All American movers. These two companies can perpetuate this type of activity in an industry which has little or no regulation. They don’t have to pay to replace or repair damaged items. They can invoke the $.60 per lb damage cost. I got $9 to replace a Shark vacuum they ruined which cost me $175. They will give you an estimate of cost but it did me no good. They will tell you when delivery will occur but it did me no good.

Move size: 2 Bedroom Home Service cost: $8450

I hired this company to move my furniture from Las Vegas to VA in May. My furniture was picked up on 6/7/20 and has never been delivered. They do not answer their phones and the so called customer service continues to pass the call to other people who all state they have no idea where my furniture is. It is now July 6!! No furniture or response to emails or phone calls. I was sent 2 additional bills for my missing furniture and there is no justification of the charge nor is it in my contract. Richard, April, and Map Moving is all the same company and a SCAM!!

Move size: 2 Bedroom Home Service cost: $2400

Under no circumstances should you use this company, it's a complete scam. Their sales people are slick and promise you the world, but never mention they won't actually be moving you themselves, they just broker the move. Once an issue arises, they take no responsibility and pass it off.

Apparently I was severely under quoted on our moving bid. My original quote was for $3800. I was repeatedly told this was an overestimate and that I would be paying more likely around $3500.

I was told the movers would pack up furniture for me, all I had to do was have everything else in boxes. That's a lie and I was charged for packing. After my original quote, I sold an entire bedroom set (mattress, box spring, frame, dresser and nightstand) a tv, and a weight bench. Surely I thought I would be paying under $3500 now. WRONG! These guys showed up, packed the truck and then told me it would be $6300. What was I supposed to do at that point, tell them to unpack the truck?!?

I can not stress to you enough, you need to go with a different company. Pick a company that will actually come out to your house before the move, take a visual assessment and give you a realistic quote.

Move size: 3 Bedroom Home Service cost: $6300

This company is a scam. Go to the bbb website and see for yourself. DO NOT USE THIS COMPANY. Everything they told us was a lie just to get our contract. They told us they were a moving company, they are not, they are a broker. This whole experience has been awful. They stopped answering our calls, will not call us back and I still have not received my things and have no idea where they are or if I ever will. Plus they quote you low, then double the price on you. Any good review about this company is fake.

Move size: 4 Bedroom Home Service cost: $7000

I just did a move from Iowa to TX. I had no idea that Gateway was a broker , not a mover. They lied from the start. A man Richard sold me on the move saying that they are a veteran only company and that vets would be providing my moving services. I was scheduled for July 21-22 pick-up with straight through delivery in 2-3 days. I was called on July 21 and told that I could not be picked up until 24-25. On 24th, the person (subcontracted company)claimed they had a flat tire that would take all weekend to repair. The owner Tom called me on July 27 and promised good service with a different driver for pick-up on July 29-30. By 30th I finally heard from a dispatcher that they would be there on 31, but they would use cubic feet not weight and my stuff would be stored in a warehouse for up to 21 business days. This was not acceptable. I called and Lori who answers phone argued that weight and cubic feet are the same. I finally used the analogy of a big box of feathers weighs less than a small box of lead, as I had bulky boxes which were lightweight. Later that day after more than 20 attempts to reach them, CJ called me back. He was polite, and let me speak to owner. This guy Tom is just mean. He was shouting at me to stop yelling. I am not a yeller, I was trying to get a word in , which was impossible. He then told me I was condescending and deserved bad service. He promised to call me later with details of my move but I never heard from him again. They scheduled me with an equally shady company who charged me more every time I talked to them. My $4000 move went to nearly $7000.I felt my things were held hostage. Several items were broken and I am missing some boxes. I will not bother filing a claim because I realize I was taken, but I will be calling BBB. This shady company functions as a broker, not a mover. They may sometimes schedule folks with reputable movers, but my whole experience was terrible.

Move size: 2 Bedroom Home Service cost: $6700

We hired Gateway Express to do our long distance move. During the "sales process" I asked

Daniel many different ways if they were going to be showing up with their name on the moving trucks and if they would be the actual movers. He assured me they would be doing the move. Never was I told that they were a broker. During the sales process I was told they would be packing the first day and loading us the next. US Movers shows up with a rented Penske truck that was too small. I told them from the very beginning it was too small. By the end of the day they finally brought another truck and after all of our belongings were locked away in their truck did they tell us that we owed $3000 more. Nothing Daniel at Gateway promised was true. My advice if you are going to attempt to use this company is to insist on paying with a credit card. Thankfully we did and of course won our dispute as US Movers went against their own contract in charging us more after they loaded the truck. shame on Gateway Express and shame on US Movers for terrible business practices. Not to mention that they broke our tv, lamps, dishes shelving units and much more because they tried to jam everything into a small Penske truck.

Move size: 4+ Bedroom Home Service cost: $6300

Gateway did not show up the day of our scheduled move - nor did they even call! I finally reached them at the end of the day - at which time they promised pickup the next day.

The pickup did not happen then either.

On the 3rd day we cancelled, could not wait any longer.

Plus they were talking about putting our furniture in a warehouse temporarily (which they had previously told us they would not do). We have tried to get our deposit back - over $1,000 but have had no success. They are real con men.

Move size: 2 Bedroom Home Service cost: $1247

Stay far away from this scummy company. The salesperson daniel will lie just to get your business..first he starts by telling you they have a truck in your area and pressure you to book quick which is all a lie. Then he will make it seem as if they are family owned and do all the moving themselves..also a lie since they are just a broker. Then he will tell you to go with them because they can get you your stuff in just a couple days which is also a lie.. LIES LIES LIES and then they wont answer your calls. Please be smart and realize the good reviews are fake..if you click on them they have all only ever reviewed this company.

Move size: 1 Bedroom Home Service cost: $3000

This is a brokers company. I initially chose this company because of the decent reviews and reasonable price. I moved from RI to California. Its been a month and I haven't received my stuff. Gateway told me around 2 weeks but likely 10 days. After the truck was loaded, it was impossible to get in touch with anyone from the office ( I tried many times, voicemails, emails, multiple numbers). This seems to be the theme from another review that I came across. I was able to get in touch with the company they are contracted with who told me their policy is 21 business days. Its been 20 business days and I havent not received my stuff. The company has not been able to give me an ETA. We asked multiple times to speak with someone from gateway but this has not happened. In addition, the contract that is online disappears after the truck is loaded.

I am now questioning the authenticity of some of these reviews. Its unfortunate that they choose to act very unprofessionally and are dishonest about the time. All they had to do was be upfront from the start and respond to phone calls.

Move size: 2 Bedroom Home Service cost: $3000