On July 24th Express Moving and Storage picked up my household goods in San Francisco and informed me that the cost of the move would actually be over twice what I was quoted. I agreed and wrote them a check for 2/3 of the total cost of the move, with the remaining 1/3 due when the items were delivered. I set up an appointment for August 13th to have my items delivered into Washington, DC as the 13th was the back end of the company's 21-day guarantee.
The week prior to 8/13, I called Express and was informed that they mistakenly had my items set to ship to Washington state and not Washington, DC. I was told that the items would still probably make it by the 13th, but that the date was in jeopardy. August 13th came and went with no household goods being delivered.
I was leaving for Europe on August 20th, and had mistakenly packed my passport with my other household goods. I requested and was given a new appointment to have my items delivered on August 19th. I took work off on the 19th and waited home all day, only to have to call at 6 PM and be informed that my items would not be delivered.
On August 20th, right before I left, I spent the day at the passport office getting a new passport, and left for my business required trip to Europe for eight days. Upon my return, I called Express, and they informed me that my items were in storage in the DC area, and that I should hire a truck myself, at my expense, to pick my items up. After weeks of back and forth, I finally agreed.
I was told to mail a cashiers check for the balance of what I owed plus a month's storage, and upon receipt of the check, Express would overnight me the key and location of the storage facility. I sent the check, but heard nothing from Express. Finally, I was able to talk to someone at Express days later, and was told that I would now need to sign a waiver to eliviate Express of damage from the storage location to my home.
Express sent me the waiver form, and it, in effect, waived Express of any liability of any type, for any damage or otherwise, and also would have nixed my right to sue in the event that litigation would be necessary.
I contacted Express, and was told to either sign the waiver or I would not be told where my items were located. As of December I am still no closer to getting my stuff back, and Express shows no interested in negotiating a deal.in short, I have paid Express in full, but have lost my possessions, possibly forever.
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