National Express Moving

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

What reputable business out there only refunds money to a credit card once a month? I booked my move with Michael Presley and he tells you all you want to here and that the movers are hired by them. No their not! When I called back is when he admitted that the company is a broker and they hire someone else to do the move. So when I cancelled on the same day I booked it, I expected a refund in a reasonable time. Ten days later my credit card still doesn't show a refund! When I called she was rude and said that they only refund once a month and if they didn't do it that way then they will be processing refunds constantly. Well you process payment everyday, why not refunds? Then she hung up on me. The salesman is sweet as can be to get the sale but then they are rude every other time. Horrible company!!!

Move size: 1 Bedroom Home Service cost: $1985

DO NOT USE THESEPEOPLE. I would give a 0 stars if I could.

Original salesman was Michael Presley. They talk a good talk, under estimate cost by A LOT. They don't tell you they are a brokerage, they talk as if all their movers are vetted and hired by the company, but they are definitely not. Say you can cancel for full refund 10 days before the scheduled moving date and will call before then to confirm the quote, but no one called us and our cancellation date came and went. I left a bunch of messages, eventually a 'top guy' named Adam got back to me only two days before our scheduled move. Again, good talk but little happened except our price almost doubled based in our actual packing list, as opposed to the estimate. Actual movers finally get in touch day of the move after being promised we'd hear from them over a week prior. It's a different company, different rules for how things can be packed, and they tried to increase our price again by almost 3000. We cancelled then and there, but lost everything we had deposited. Please don't be taken in like I was.

Move size: 3 Bedroom Home Service cost: $4893

This company is definitely a scam. Michael Presley told me that their headquarters was in Cape Coral andHub is in Cincinnati and I was moving from Dayton to Fort Myers so he was going to save me $1900 because it would be hub to hub. Of course I have to give them a $521 deposit that day and when the movers finally show up they tell me that for that price instead of taking nine pieces of furniture and 10 tubs all they can take is 10 tubs this is two days before I’m supposed to be out of my apartment. So I had to pay extra money they took my stuff I get down here to Florida finally get a hold of somebody and they said the movers will call me of course they didn’t they show up at my door wanting $400 extra dollars because he can’t get his 18 wheeler in there! So instead of $1600 which I was quoted I think I paid about $2600! and the mover that showed up in Florida was mad because I wouldn’t give him all the money he wanted so they just put my furniture inside the house didn’t place anything, didn’t put anything back together. I just had a shoulder replacement I live alone I had to take care of all this on my own. These people get your furniture they hold it ransom it is a terrible company do not use them!

Move size: Studio Service cost: $2600

They are just an aggregator that takes you money as a deposit and then hooks you up with any scam movers that could find to do your move.

They will lie to you before taking deposit saying that they have a "truck that moves to the same destination, so you could save". Don't be fooled.

After you pay to them a deposit ($1800 in my case) you are not a customer to them but a victim.

On a moving day scammers they hired to make the move were total junk who threatened me and increased initial estimation from $4k to $10k because as they claim I had more stuff than I claimed. After half an hour pressing and forcing me to sign these documents they just left.

The next movers who came few days later as a replacement charged me "just" $7k and I agreed to this.

The moving took about a month, my stuff visited multiple trucks and storages, at one place some boxes get wet and came with ruined stuff (wet and moldy).

Some furniture and fragile stuff were broken. It's all because people who they hired have zero interest of caring about your belongings.

One positive moment is that nothing been stoled, and I'm quite surprised about that.

Save your nerves, hire reputable company!

Move size: 2 Bedroom Home Service cost: $7000

The sales rep will TELL YOU ANYTHING TO GET THE SALE. That is where they stop. We paid them $5003.00 for nothing. They estimated wrong, told us we only needed one truck , told us they had a company they dealt with in Las Vegas (which wasn’t true) and never stated that they don’t do the moving AND assured us the delivery would be with 10 days to two weeks. Then they turn you over to a third party that tells you that the estimate was wrong and you have almost three times more cubic feet and that you need another truck and that will cost $17,000.00 and after you pay the difference they then tell you your delivery will be anywhere from 20 to 30 days.

Yes, this is not a business anyone should do business with. I suggest going with a 5 star, believe me they won’t cost you anymore.

Move size: 3 Bedroom Home Service cost: $5003

We spoke to 5 different moving companies before electing to go with National Express. Michael Presley was our moving agent and he made the whole process about easy as possible. He was very thorough with us when pricing our move. His price was definitely not the lowest, but we felt he gave us the most realistic quote of the 5 that we received. Anytime we had a question or issue, Michael was there for us. We changed the move date 3 different times and he made it happen without a price increase. The price that Michael quoted us ended up being a little higher than we actually paid when the move was all said and done, which was a bonus.

As far as the moving crew of National Express, I cannot express how professional and hard working the guys were! Tony, Mark, John and Travis came to our home and genuinely seemed to care for our belongings and treated our furniture as if it was theirs. They were such a professional crew and moved our belongings from Fort Myers FL to Kansas City MO in one piece, not one scratch.

All in all, I definitely would ENCOURAGE ANYONE looking for a quality company, to use these guys. All my family members will be using them as well. Thanks guys!

Move size: 3 Bedroom Home Service cost: $6935

Started out amazing, thought they really cared. I have never moved a household long distance. Boy did they see me coming a mile away. Booked my space 3 months ahead of time $2800. They called the day before the movers were to arrive and said “oh, you have boxes as well as furniture?” Well, yes!!! Like I said originally, moving the whole household. That $2800 went up to $5600. “You’ll need more space.” Between a rock and a hard place there. Had no choice but to pay. Then it just got better……NOT!! The mover didn’t show up when scheduled. No call from anyone and no return calls. Ghosted by NEM. Found out they are just brokers making a sale. They lie just to get a sale, then dump you onto a sub contractor. Found out that S&M Relo was the actual mover. I finally was able to get ahold of someone there the day after the no show. They had claimed to have called and left a message. Turns out they had called another customer in another state. Still gets better, movers show up and claim I have too much stuff and need to pay for more space. WTF!!!! After 2.5hrs and them taking a video of my stuff the price went up again!!! $11,600 more!!! I’m stuck now. The house is closing and I have to get my stuff out. I could back out but lose $2k I had already paid. What a SCAM!! We had no choice but to cough up $5200 right then and another $6600 upon delivery. Which, by the way, it’s been two weeks and no one can tell me where my things are. We have no furniture, sleeping on the floor, living with the bare basics. Absolutely beside myself. I have since realized that with the stress of all that mess, I didn’t get a copy of the inventory. I also was under severe pressure to sign the new contract. Not sure exactly what was signed. I know now that if we ever have to do this again, go with an actual moving company that will come out to assess your move to give you a fair and honest rate. This was complete bs and I’m concerned I’ll never see my stuff again.

Was told 7-10 days. Still no idea after 2 weeks.

Move size: 4 Bedroom Home Service cost: $14000

This company is a scam!!!! I moved from Texas to Washington and after this company took my deposit I was left to deal with the moving company that this BROKER selected. None of my calls and emails were returned until I submitted them to better business bureau due to the complete lack of communication, misleading quote due to me being charged 2000 more for my things or they wouldn’t move them, about half of my furniture and items being damaged or broken, and the fact I was told my items would be there in a week and I did not receive any furniture for 2 months. I would absolutely highly recommend going through another company for your own sanity. After finally speaking with someone they will act like they hear your concerns and want to help you but then will ignore your emails and calls until you continuously reach out for updates. Save your time and money and go with a real moving company, not some wannabe broker. FAKE COMPANY AND WILL SCAM YOU.

Move size: 1 Bedroom Home Service cost: $8000

I do not recommend this company. I had to move my 82 y/o mother after the death of my step-father. I should have done more research; learn from my error. Everything will start off great. Gave me a military discount, said they had a move going to the area and they could pick up in a week and deliver in a week. At pick, my move was underestimated by over 50 square feet and my price was increased although I reviewed a detailed move estimate with them. That was A-Maryland Movers. They said they would call for delivery. I didn’t hear anything for 2-3 weeks and reached out to them. Had to wait on hold and leave multiple messages before receiving a response. It was all still in a warehouse in Virginia. Called every week and my mother’s stuff was loaded after 8 weeks. Day of delivery even though they have accepted a personal check previously, now need cash or a postal money order. Sends me a picture of the contract which mentions cash and postal order for initial pick up but nothing for final pick up. (Picture posted) Called customer service, representative wouldn’t let me finish my sentences says it is in the contract and email she sent me and I don’t know how to read. I did not receive an email from her. Threatens me with extra charges, refusal of delivery, and hangs up on me. At this point, we are hostage to them because we need my mother’s belongings delivered. We get a postal order for the amount told to us. The delivery men for Revolution Van Lines LLC, a different moving company than the first, refuse to unload without payment of another $200. Five items are missing, the form says “not in inventory” and a lamp that they packed is smashed to pieces. The delivery man says we can file a complaint but he doesn’t know how and can’t provide any contact information to do so. Once they take your stuff you are held hostage because they can just threaten not to deliver.

Move size: Studio Service cost: $2700

We had the ABSOLUTE worst experience with this moving broker. They set us up with a completely unreliable moving company that showed up an entire day late without notifying us at all. They weren’t available to answer the phone to get us in touch with the actual movers and when I tried to call on Monday when they were open I never got a call back from William, the original person who booked us, and the customer service lady, Jessica, was absolutely terrible and hung up on me and when I called back and asked to speak with her manager she refused to put me in touch with anyone else and hung up on me. I have never in my life been treated so poorly by any company, They also said we would receive our belongings on Feb 3 and when speaking to the actual loving company they said we wouldn’t get them for possible 21 days after that! We had no way of k owing this prior to getting out things packed and moved. I was not put in touch with the moving company before the move to arrange details. Never never never use a broker and never use national express moving company. Worst experience ever

Move size: 4+ Bedroom Home Service cost: $7700

I found National Express Moving (NEM) in google as moving company and I was contacted by Sales Rep Alex who took an overall inventory of my items and initially gave a quote for $3000. When I told him that other moving companies had quoted me for $1800 he lowered my quote to $1800 too. He indicated that the 1st payment would be $695 and that in a few days I was going to contacted by an inventory specialist who would determine the final costs. I told him that I needed the delivery to reach my destination on Sat 14th or Sun 15th Jan at the latest and he promised and reaffirmed that yes, that they would accommodate to make sure my things would be delivered on that time window. He never provided any preparation instructions in relation to packing at all so I started packing all my things in plastic bags. A few days later, I called to follow up on the service and that was when the customer support rep, Susan, told me that plastic bags where not allowed so I had to spent $400 in boxes and bubbled wraps + 1 day of unpacking and repacking. Then I received a call from Gene, the "inventory specialist" who wanted to confirm total number of boxes and when I included 1 extra box, he charged me an additional $142 while he apparently was recalculating on everything I told him my inventory was composed of, of which I had already sent pictures and measurements of days ago. During the phone call he checked the images and measurements and that was when he confirmed that the extra $142 on top of the total of $1800 would be the final price of the service. NEM told me that the time window was between Wed 13th and Thu 14th Jan 5.00 p.m and the driver arrived on Thurs at 7.00 p.m. when NEM office was already closed. The driver called me on Thurs at 3.00p.m. and that's when I found out that NEM was a broker, not the actual moving company. I have also come to realize that they arrive as late as possible and on the last day of the window when the customer is desperate and has very little changes of denying the extra charges that these companies usually charge due to incorrect quoting. The driver, Carlos, from S&M relo arrived at 7.00p.m, made a video and sent it to s&m relo who called me to confirm that the total cubic feet of my things was over 550, almost double of what NEM had apparently quoted, and that the extra cost was going to be another $2000, of course I denied the price so they said that they could put in the truck whatever they could fit inside. They also confirmed that NEM never sent them an inventory list of the things that they had quoted as 325 cubic feet. ON top of this, the driver did not have enough room in the truck and told me he was only able to put my boxes and my bike inside the truck but nothing else, leaving all my furniture in my apartment. I believe that the space he had in the truck was under 325 cubic feet. The driver also lied telling me that he was departing from my house immediately northbound to drop things in S. Carolina and that he would be moving up north then to drop my things by Saturday. I later found out that he dropped my things in a warehouse in Georgia, which stayed there for a week. The inventory calculation must have been made more close to reality and that quote was far from reality. Had I known the true cost I would have made other arrangements like renting a truck myself to drive it. Crazy enough, the carrier S&M relo only took half of the items listed in the inventory, so I was charged an additional commission fee of $142 on top of the previous $695, but the carrier only took half of my items so I had to buy furniture here in my new location in Wilmington, Delaware. The truck delivered my things 10 days later so I had to incur in additional expenses like cleaning products and personal care. The information was deceiving and I feel very mistreated for this.

Now, on the other side the moving company S&M relo has lost two of my boxes and damaged a third one so now I also have to initiate a side process to claim for this so this is additional expenses and time lost due to improper handle of things.

I reported these issues with Susan at NEM and she was aggressive, rude and very offensive. She was no longer the nice lady who initially assisted when after I paid the initial $695 which i later found out was their commission. When i told her that Alex's quote and information was deceiving the only thing she answered was that yes, he had provided improper calculation of space in the inventory and they would speak to him to prevent these situations in the future and that's it. I called several times asking for my money back and Susan's rudeness made me cry several times. She would not let me speak, cut me off abruptly and would always tell me that she needed to hang up because me calling everyday was preventing her from being productive because calls like me were very disruptive.

Move size: 1 Bedroom Home Service cost: $1800