NoVa Express Movers

First let me say that I am a repeat customer, not only that but I recently recommended Nova to a friend based on my first experience. My opinion of their business and more important their customer service has vastly changed.
On Nov 5th, my wife and I had a relatively easy move from a condo to a town house. Nova moved us is so we thought we would try them again with our move out. The movers arrived on time and started moving us out. We only had one "big" item which was our couch. In the process of getting it out the door the movers were having a hard time. Instead of coming up with a solution they continued to just ram it out the door. Because of this they significantly damaged my front door which now has to be replaced completely. But hey things happen, I understand but this is where it gets bad.
On that day I called to let Nova Express movers know what happened and I left a message. I was expecting a call back on Monday since this happened on a Saturday. On Monday I received a rather basic "claims form" with no message of apology for the inconvenience. I called asking a manager to call me so I could be explained the process of this claim. I was told a manager would call by Wed. No one called..shocker so I called on Wed and was told someone would call back. I called on thursday, still no Manager or Supervisor available. Today is now 6 days after my door was destroyed and I was promised a call today. STILL NO CALL.

How hard is it to call back a customer follow up? Now have a called AMEX the charge is on hold until I get SOME sort of actual communication with someone who can help. Terrible service for a repeat customer. I understand things can go wrong in a movie and I'm not upset about that, but no being able to follow up with me after I have to take time out of my day to continually call and call. I feel bad for your office manager Anne who has to cover for her bosses. Hope you call soon or you won't be seeing your payment clear from my credit card. I will write reviews on every site you are on until I get a simple response from your company on how we can resolve my broken door.

Service cost: $300

While the crew servicing my move were well mannered, they were very slow and inexperienced ballooning a move into 7 hours when it really shouldn’t have taken anymore than 4. The cherry on top is they did not secure my standing desk (the only reason I wanted to hire movers) during the move and it fell right out of the truck when we arrived at my new home. They literally opened both doors and out fell my desk, absolutely floored by the lack of securing such a large object. Now it’s totally ruined. So far the team has been very vague on the claim process, specially Anne when I have spoken to her. I am waiting to hear back after submitting my claim and reserve to change my review to at least giving their businesses a professionalism stamp of approval but until then this was a very disappointing service. I plan to tell others to stay clear of this moving company in the meantime. They are just a company with moving trucks that have inexperienced staff that over charge when you could get the same truck with movers for half the price and the same liability.

Move size: 2 Bedroom Home Service cost: $1700

My move took place on a holiday weekend and I was very surprised at the friendly attitude of the movers. I had thought they might be upset about having to work. Alex was the leader and he was wonderful, making sure everything got protected before being put in the truck and really went above and beyond in making the move comfortable for me. I'm not sure which man was Marquiz and which was Antwan. They both were very helpful but the taller of the two was especially nice and helpful. Alex really seemed to care about me, my possessions, and my comfort with the process. I am a novice when it comes to hiring movers, but I know I got extremely lucky when I got Alex, Marquiz and Antwan, three strong, careful, friendly movers.

Service cost: $736

I used Nova Express to move from a one bedroom into a two bedroom apartment. The move itself from my old place went fine and the movers were pretty quick. However, the building I was moving into had very strict rules about moving - we could only use a certain elevator/hallway for moving. After about an hour or so of moving, one of the movers broke the service elevator rendering it unusable. We told them that they were specifically not allowed to move things up and down the main residential elevator, which they blatantly ignored and did anyway. The apartment complex had to call someone after hours to fix the elevator. Nova Express still refuses to pay the damages. They’ve stopped returning my calls or emails. Reliable and professional are about the last words I would use to describe this company. Don’t be tempted by the low price, it is worth paying a reputable company for peace of mine.

Move size: 1 Bedroom Home Service cost: $650

DO NOT USE THIS COMPANY!!! Be VERY wary of NOVA Express Movers. They charged us $2700 OVER the quote. The quote was done with pictures of our home. Very detailed pics throughout the house. I have called them daily since the move. After the first few calls they no longer answer the phone. I read that another former customer had the same problem. I filed a complaint with the Better Business Bureau and there are several already there. Most have not been solved and it seems the company just ignores the problems, DO NOT USE!!!

Move size: 3 Bedroom Home Service cost: $5600

The company lost their Better Business Bureau accreditation for a reason. DO NOT USE.

Movers showed up 2 hours after their 4 hour window (they didn't start moving me until 7pm when they were supposed to show up between 1 and 5) and didn't have us moved in until 11pm. The movers themselves were friendly but the office people have been totally unresponsive. I asked them for some sort of discount to remedy the fact they were incredibly late and overcharged us and they've been completely non-responsive.

Anne is very unhelpful. She just says she'll pass the information along to her supervisor but its been over a week and no supervisor has reached out to me or tried to rectify the situation.

You can hope that things go right like they did for the 5 star reviews but if something happens don't expect to get any money back.

Move size: Studio Service cost: $1200

I had a very bad experience with this moving company. In early September, we reached out to NOVA Express Movers to get a quote to help us move from a town house in Alexandria to a single family home in Springfield. The Sale’s Person was extremely nice and he followed up multiple times with me to ensure that we will be using their company. On the moving day, the company sent 3 movers with 1 truck. Out of the 3 movers, two were inexperienced. In the process of getting our antique queen-size bed loaded onto the truck, one of the inexperienced movers raised the loading machine without realizing that the edge of the bed was stuck in between the truck and platform. The queen-size bed was significantly damaged. Additionally, the movers also scratched our ceiling, wall, and chipped our staircase for our new house. Immediately after the incident, I contacted the Sales Person and was told that the company’s insurance company will fully resolve the issue. He told us not to worry and all we need to do is to submit a claim.

Although my husband and I were very disappointed about the damage (especially the queen bed), we paid the full invoice amount and tipped the movers. Everything was paid in cash. It was a hot day, we felt bad to give the movers any troubles or not to pay them. We understand that incidents do happen and we trusted that the company will properly resolve our claim. Unfortunately we were wrong.

Since submitting the claim in September, we did not received any email acknowledgment or phone call from NOVA Express Movers. We followed up multiple times with the Sales Person but was told that he doesn’t handle claims. One month has passed, we were not able to get any help we needed to move forward with the claim. Strange considering how responsive they were before the move when they were looking for our business….If anything goes wrong during the moving, good luck with getting a response from this shady business. Please check the Yelp and other reviews before you use this company. Don’t make the same mistake as we did.

Move size: 3 Bedroom Home Service cost: $1215