National Express Moving

DO NOT USE THESE MOVERS!!!! THEY WILL PROMISE WHATEVER YOU WANT FOR YOUR BUSINESS BUT ARE NOT A MOVING COMPANY THEY ARE A BROKER!!!!

I requested a move from them and gave them a deposit on April 29th. I had a change of plans and needed to cancel and request a refund which in the agreement stated I had 10 business days excluding weekends to do so (which would be May 12th). Here is how that was treated.

I called on May 1st and spoke to an admin person who would pass my request along. No one reached out.

On May 3rd, I emailed the person I initially set a deposit down with a statement that I am requesting to cancel my move and want a refund. I then got a missed call with no message and no answer when I called 7 minutes later. I left a message on that phone call as well.

On May 8th I called the person I initially set my move up with and they told me finance would call me May 10th. No call.

On May 11th, I called them again and was sent to another person who told me the specific email I needed to request a cancellation from which I immediately sent with my reference number for the move.

They replied my refund was denied as it wasn't within 10 business days excluding weekends which they had as May 7th. I sent them the email I had sent on May 3rd as well as the invoice agreed on April 29th showing 10 business days is actually May12. They have not responded.

I will be reaching out for legal recourse as well as my local consumer protection division and the BBB.

Move size: 2 Bedroom Home Service cost: $1092

I booked with national express from my move to Florida. It seemed legit in the beginning but when they sent a second party moving company over they demanded 600 more than what I was told from the beginning saying I went over in square footage, then I was told I would receive my things on a Saturday. I’ve been at my new place it’s been over 3 weeks and still haven’t gotten my my things. No one wants to answer there phone or return messages. I wish I would of read reviews before booking with a broker they don’t tell you that when you call them by the way. I will make sure I count the items I have itemized on my list before that truck takes off. Hopefully my things aren’t broke or missing, i just want my stuff and move on from this as a lesson learned I would never use them again nor would I recommend them. LIERS LIERS LIERS... SCAMMERS!

Move size: 1 Bedroom Home Service cost: $3654

I had to schedule an emergency move for my elderly mother's belongings when she was being discharged from one assisted living facility to another. I spoke with Gene and gave a detailed account of how many pieces of furniture needed to be moved and their specifications. One of the items was a medical bed, which I clearly stated weighed around 400 pounds. He assured me that was no problem and he could schedule a move within 24 hours. He quoted me a price of $1744 And required immediate payment of $714 to schedule, while the remaining balance would be divided in two; half due on pick up and the other half on delivery. He said someone would be calling me by end of business that day or the next morning. When I still hadn't received a call by late morning the next day I called him but went straight to voicemail. I contacted the company via email and was told they had a 2 day window for last minute moves. I heard nothing the following day, until around 8PM when a gentleman called to tell me he was coming from North Carolina (the move was from Michigan to Indiana) and would be at the pick up point between 10 and 11. When he arrived there was no one to help him. The job wasn't possible for one person. My 66 year old husband and 61 year old brother had to help him. Then he added $250 to the job because it was "a long walk" between her room and the moving truck and the "heavy bed". He asked for the first payment but wouldn't accept a credit card, only cash, check or pay with Zelle. I didn't have any of those options but he still agreed to deliver the furniture. When he delivered it he wanted "cash only" ($1280) before he would unload the truck. My family scrambled to get to the bank to get cash and STILL had to help him move the furniture in. After repeated messages left for Gene, no one from Customer Service every contacted me. I feel they took full advantage of the desperateness of our situation. I WOULD NOT recommend them.

Move size: Studio Service cost: $1994

I'm writing this as a warning to you to not use this broker. Probably don't use any moving broker.

Their sales team is polite and persistent which stands in stark contrast with how you will be treated after they collect your deposit.

They will contract out a bottom of the barrel local mover (https://www.yelp.com/biz/brooklyn-moving-fairfield) who never arrived, never followed up, and never responded. I had to rent out a uhaul and move myself as I was losing the lease before the next rescheduled time.

I no longer needed their services so I asked for a refund of deposit which they did not agree to. They are completely unsympathetic and unapologetic to your situation and will not hold themselves accountable to missed dates. The deposit had cost me ~$1800 for no services rendered.

National Express Moving will hide behind their ridiculously anti-consumer terms and conditions to take your deposit without being held accountable to render or honor any services in any reasonable time frame.

Some gems of their terms and conditions include

8. No refund is honored due to a no show or no moving services rendered

14. All pickup dates set are estimates and have no guarantee allowing them full reign to string you along indefinitely.

18. You will not be able to litigate against the company

19. You will not be able to request a credit chargeback unless National Express broke their terms (they didn't since they don't have to honor the move)

21. You cannot write a bad review of National Express or else you will not see your deposit.

They're able to do this because the service they're providing is scheduling your move with the lowest rate mover who will most likely destroy your goods or never show up. They do not hold themselves accountable to contracting out moves to reputable movers.

Do not use National Express Moving. Do not use any moving broker.

Move size: Studio Service cost: $1800

I contacted National Express Moving Company (NEM) to help with my move from Philadelphia to Minneapolis & paid $933 in deposit towards the transportation of my cars and apartment. The move was scheduled for pick up between 7/18 - 7/19/2021. NEM was made aware at the time of payment that I could not accommodate any delays beyond 7/19, as I had to leave my apartment & had travel plans. After I paid the deposit, I never received any concrete plans from NEM regarding my move. I called several times between 7/16 - 7/19 to confirm pick up plans & was eventually told the carrier's truck broke down along the way late on 7/19 by SK (NEM's customer relations manager). She asked for some flexibility & guaranteed me pick-up between 9am-1 pm on 7/20. NEM never sent a carrier to my apartment for my move in that time frame (7/18-7/20). They even lied about sending someone late on 7/20, which was a lie as no movers were seen or captured on camera at my apartment. I have incurred additional costs due to changes in travel plans & alternate relocations plans. I would never recommend this company's services. The staff is rude, unprofessional and just do not care. All they seem to care about is getting the deposit and disappearing into thin air.

Move size: 2 Bedroom Home Service cost: $933

Susan Kay (Customer Service Manager) has been rude to me every time I have contacted the company for an update regarding the location and timing of my delivery. Surprisingly, those who work under her have been very professional, patient and helpful.

In addition, the explanation of when to expect my things has been repeatedly incorrect (or confusing, ultimately with the same result). I would not recommend this company to anyone, ever, and frankly, if I could get my things back and have them shipped by another company, I would. Unfortunately, I seem trapped in this horrible, overpriced limbo of when to expect my belongings. The price is now over $1000 over what I was quoted, and (as of now) my belongs are expected to arrive 6 weeks after the initial date I was given. Every time I call, I am on hold for at least 30 minutes, and Susan speaks over me, in a rude tone, and does not answer my questions. The last time we spoke, she hung up on me.

Move size: Partial Move Service cost: $4500