Gateway Express Moving

I would give this company negative stars if I could. First of all I booked this company three months ahead of my move and a week later I tried to cancel. They would not refund me any of my $800 deposit despite being months away from the move and this costing them nothing, and they gave me the run-around about a refund for a month. I stayed with them because I did not have a choice. Their truck which is Actually United Moving who they broker for, kept pushing the dates of my move until the last day I was in my apartment per the lease agreement. At that point I had to take what they gave me. They brought an unweighed Uhaul, tried to get me to sign a change of estimate without a new estimate given, and claimed that my move was huge. I had no appliances, no couch, no table, just a queen mattress set, some boxes (far less than I had originally told them for the estimate) and some bookshelves. Ryan told me they had overestimated my move so there would be no overage fees (he added 26 boxes), I only subtracted from the estimated move in both square footage and weight. I was not over in weight, and because this is not my first cross country move I measured everything just in case. I called Gateway the second that the movers refused to weigh or measure the load for me..no response. I called them to follow up..no response. When the movers kept pushing out the delivery date to nearly my first day of employment at my new job I called Gateway..no response. When the movers finally came and claimed that my load was an extra 700 by weight (and they had accidentally forgotten to tell me that despite me calling them every day), and I noticed that they had not actually weighed the load and that their driver had made changes to the receipt which no longer matched my original receipt, I called Gateway..no response. I am a student finishing up a PhD so I can diagnose and treat Veterans at the VA for Alzheimer's disease. I make less than 25,000 a year at my brand new job in California, which if you live in California is nothing, and after all that talk about how Tom is a Veteran, all I can say is the Veterans I know would be ashamed of the behavior of this company. I have heard nothing from Gateway even though I sent them an email proving the moving company charged an overinflated price by the square foot, and had not charged me by weight as is appropriate for cross country moves and my contract. COnveniently my contract disappeared on the day of delivery. I also provided the actual measurements for my job, which I took just in case the movers behaved shadily. Nothing, no response from them. I was overcharged on a move I already could not afford but had to go through with because they refused to return my deposit, and that loss would have broken me financially. Despite all of the nice words from their sales, this is not white glove delivery, and they do not care about you or your stuff (most of which will arrive scratched and dented by the way).

I would love it if you guys would deign to return one of my many calls and emails.

Move size: Partial Move Service cost: $2800

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