Xpress Moving Vanlines

My move from New York to California was seamless thanks to Xpress Before chosing them, I got multiple quotes from various moving firms. Most of them were brokers, which I did not like because we would have no ideas who actually would have temporary possession of our belongings..
Xpress field rep, Tomas, followed up with me and visited my apt to give me a realistic and adjusted quote. After revising the inventory list, I signed the contract. Two days before the moving day, the office called me to confirm the date & time. On the moving day, the crew was on time, organized, professional and efficient.
Two weeks passed and on the west coast, our belongings arrived in a 16 wheeler truck safe and sound. We are very satisfied with them and definitely will use them for our next move (if they are available in California) we only hope the next move is a long time from now because moving is exhausting!

Move size: 2 Bedroom Home Service cost: $4567

Don't expect your items to be dispatched in a timely manner or delivered within your expected time frame.

My items showed up over six weeks after I had them loaded onto their truck!

Also don't expect a modicum of customer service once you pay their pick up fee. Office people became horribly uncommunicative, rude and unapologetic about the ridiculously long delivery wait time.

I have HUGE regrets about using this company.

Service cost: $1800

I hired this company to relocated my furniture from NY to SC, spoke to Winston of course he was extremely nice, I told him about all my items, explained I don't like surprises at the last minute to please make sure to have the right cubits feet, he said sure nop problem, gave me an estimate for $2800. I scheduled pick up the following day, I never got an email confirmation and I know that was my mistake, three guys came, they wrapped everything nicely BUT at the end my $2800 estimated became $4500 AND THEY WANTED TO IMPOSED A 20% TIP, I got on the phone with Winston and this time he wasn't the pleasant person I spoked to the day before, the driver was so rude that even told me he wasn't going to pay for my move, to make things short it took them all day to packed, my kids, dogs and grow ups were tired, I ended up paying $4500 and they can kiss my rear for their tip, they shipped my items on a later day not the promised one, I got my furniture 15 days later, they broke my Raymond & Flanigan living room leather sofa, two bins lost with my kitchen pots and pans, the guys that deliver to SC were extremely nice and respectful and I like to be fair so YES I DID TIP THEM,
I couldn't report them to BBB because they're not even on it
PEOPLE STAY AWAY FROM THIS CRAPPY COMPANY.

Service cost: $4000

AVOID AT ALL COST!!

Bottom line:

- Management is extremely unprofessional, unresponsive and rude.

- Cost goes up from quote magically.

- Movers are careless and actively hide any damage they cause to your furniture, to avoid receiving less tip.

- Claims department makes you feel you are being scammed.

- Below is a detailed description of our experience, to persuade everyone NOT to go with this company. The city is full of good companies, just ask around and do a better homework than we did.

We unfortunately hired this company without looking at the poor reviews available online.

As also indicated by other reviewer, they were extremely active when it was time to get hired. However, as soon as the issues began, they vanished off the face of the earth. No response to emails or calls.

After a detailed assessment of the size of my apartment, and the furniture and other things in it, I received a quote from an individual named Sam. I specifically asked him to confirm if the quote included each and every cost we would incur, with no possibility of it going up. Sam confirmed without hesitation.

On the day of the move, three movers showed up. The moment they walked in, they began throwing around reasons why this move would go up in cost, etc…

The movers were extremely careless, they threw things like they were rocks. At some point I decided to tell them to stay away of certain things, which I preferred moving myself.

In the new apartment, we noticed damage on one of the closets. We asked the movers and they responded that it was due to the poor quality of the furniture (yes, seriously). Note that we had already moved the same furniture to three different apartments in the past, with zero issues (different company, obviously).

As the move continued, my wife noticed that one of the closets was not being delivered. After the damage to the other closet mentioned above, she became concerned that the delay could be because they had also damaged this one (this one had mirror doors, so it was more delicate).

So, she asked specifically whether the delay was because they had also damaged the closet. The movers responded “NO, everything is fine”.

Once EVERYTHING else had been delivered, and after (again) confirming everything was fine, the movers demanded payment, and collected their tip.

Immediately after, the missing closet appears and the mirror was broken (surprise surprise?).

The wrongdoing was so evident, that the movers signed a document stating “Closets were damaged! The foreman and the XPress Moving Vanlines Claim Department will take the claims!”.

I called Sam, but he was obviously not available, so I got to talk to Anthony (lucky me). I reported the situation, and asked to be reimbursed on the tip. I obviously did not want to give a generous prize to these shady / bad faith individuals. Instead of apologizing, Anthony took an extremely rude and aggressive tone, said that my request was ridiculous, and refused to return the tip or offer any solution.

The following day, some unidentified representative for the company (email was simply signed as “Manager”) offered apologies for the inconveniences, and referred us to their claim manager, Robert.

For our peace of mind, my wife and I decided to simply follow the claim process and avoid unnecessary interactions with management. That’s when we got frozen in time…

Robert asked for certain paperwork, which we returned promptly. We followed up with weekly emails asking for status. Each delayed response from Robert (approximately one week after our follow ups), promised prompt review of the documents, and a solution. After two months with no progress, we again emailed Robert. After another week, he provided some made up excuse, and said he needed the paperwork to move forward (same paperwork we had provided 2 months ago).

Today, I decided to call Sam again. No response. Instead, I got a call from Anthony (the rude and aggressive guy who refused to reimburse the wrongly-obtained tip). In a condescending tone, he indicated that companies have departments, and that neither him nor Sam (the guy I contracted with initially), would intervene.

After being interrupted multiple times, I attempted to convey that I had asked for their intervention, as managers and contracting parties, not because we did not want to follow policies and procedures, but because Robert was completely unprofessional and negligent, and after the terrible experience we had with the move, we were now in this terrible position in which they had put us in. He continued his aggressiveness, and basically told me that I did not understand how companies work, and that I would get nowhere.

I may not understand how THIS so-called company works, but I certainly understand honoring commitments, good faith in dealing, treating customers with respect, and taking care of them if any issues arise. Xpress Moving Vanlines will do none of those things, and you will regret hiring them.

Move size: 2 Bedroom Home Service cost: $2280

This company actually committed a number of complaint worthy things. First off, over the phone, they told my aunt that the cost of moving my belongings from New Jersey to Louisiana would be a little over $1,000, but on the day of the move, the men who took the belongings charged her over $2,000, half of which she was expected to pay on the spot, even though the items were already loaded on the truck. They also tried to intimidate and threaten her since she was the only person at the time of delivery. In addition, while moving the items, they left a hole in her apartment wall and have refused to pay for it, even after my aunt reported it to their manager and even faxed an invoice of the bill for repairs to the company. Then, when they got to Louisiana, they called me a day before delivering the items, even though they were supposed to give me a three day notice. The movers were not very professional and left without setting up all the items they had previously dissembled, even though they were supposed to do that. Also, it has taken me some time to get fully unpacked and I realized that there are two boxes worth of items missing, including expensive comforter sets and a professional iron. The reason I just figured it out is because they purposefully made the inventory sheet very confusing and on the day of delivery they hurriedly unloaded the items and left just as quickly as they arrived. I have tried to call to make a complaint, but nobody in the office cared to handle the situation.

Service cost: $2000

CAUTION!! DO NOT USE THIS MOVING COMPANY!! TERRIBLE EXPERIENCE!! UNPROFESSIONAL!! LATE!! UNRELIABLE!! POSSIBLY CRIMINAL!!   I don't usually write reviews, but I feel I should share my experience so you don't make the same mistake.   So it's been 16 days since they picked up my belongings (18 hour drive move).  So far I have no idea where my stuff is or when they are going to deliver.  I'm sleeping on an air mattress, and my home is completely empty other than what I brought in a suitcase, and the things I've had to purchase to replace what may or may not be on the way.   The communication has been terrible. It's completely unprofessional on every level. When I call, I get the run around.  When I call the main office, first I get "you have to speak with the dispatcher, and he stepped out of the office, call back later." I waited all day to speak with him, he then said "you have to call the driver".  When I call the driver, no one answers, the voicemail greeting just says a name in a heavy accent then cuts to the beep.  I've left 6 messages over 2 days without a return call.   As far as the estimate,   I told Fred exactly what I had, down to the small chair and the exact number of boxes.  After pickup and loading, his estimate was off by about 40%.  When they got there, I got a kind suggestion to tip at least 15%.  which puts the actual amount about 60% more than the detailed estimate.  I don't know how this company has any positive reviews and I'm questioning whether any of these are real, and if this company is even legitimate.  At this point, I have no indication that my things have not been stolen and sold to pawn shops.   I'm completely dissatisfied with this move and this company.  It's turned out to be disaster, I can't get on with moving in, unpacking, or even sitting down at my own home.  They offer no apology, no sympathy, no recourse, just "call back later", or "call this other person".  They've taken so long, that I don't have days off anymore to unpack and I'll have to do it before or/after work.  I've had visitors, and in my home I don't even have a couch/chair/television/bed/sheets/extra bath towel.  It's embarrassing.     In summary, I've paid a huge amount of money, I don't know where my stuff is or when it's coming, and I get the run around when I call.  I have no leverage or negotiating power at this point.  Please don't make the same mistake as I did by using this company. .

Service cost: $1600

Well lets just say fred at sale will give you a quote and whatever that price is you times that times 5 and that is what you will pay. the movers alex picked a small dresser up and dropped a drawer out of it and it hit the floor, alex picked up the drawer and put it back in the dresser as I was watching him and he didn't say anything. I told him you know that was broken by the fall and he stated no. I will say when we got our stuff we were missing boxes and a lot of things damaged and broke , they say you pay for insurance well that is a joke I started a law suit. please avoid at all cost.

Service cost: $3233