I recently hired AmExMovers Inc. To move my furniture to our new house when I relocated.
I'm usually not this forthright in a review. But I feel that No one else should have through go through the sleepless nights and panic attacks that I have. I have to add this disclaimer: This is my personal experience with this company. This does not represent anything other than my own personal experience. This is a review of AmEx Movers or AmExMovers Inc.in California or USMovingExperts whatever name they choose to go by.
I read plenty of sites, got tons of quotes, even searched for references. This was the cheapest and promised to be there the quickest.
1. I called to confirm my date several times prior to the event. Even so they they showed up two hours late on November 15. It went downhill from there. I was instructed by my salesman that I had to pay them half either by credit card or money order, which I was prepared to do.
2. Their site says: We use only big, fully equipped, satellite monitoring trucks. The truck was a rental PENSKE yellow truck. I was a bit weary since their site says that they have their own trucks, but I am not an expert in these matters and I assumed it would be okay. I had read several excellent reviews about them.
3. When they got out of the truck, they weren't moving MEN. They were kids. Early twenties at the oldest. Their website says: Our experienced, uniformed, radio equipped moving specialists will take you through the relocation process with courtesy and professionalism.
They wore T shirts and docker jeans and only one of them spoke English. But they were very courteous and professional.
4. I had not realized that they were taking my belongings out of the drawers (clothes mostly) so I was a bit peeved that it took them from 11 AM to almost 3 PM. I dont do this for a living, but it seemed like a long time anyway. I figured, well I do have a lot of stuff.
5. I purchased a pizza for myself and my roommate and offered them some, trying to be a semi gracious host. They declined.
6. After they were done, they asked me to fill out a lot of paper work. I noticed that the date on the delivery date was blank. The driver said that dispatch is the one that would call me and let me know when they would be arriving, but it would be in 5 to 7 business days.
7. The following day I called my sales person, and he assured me that my things would be there before Thanksgiving. He understood that I would not be sitting at home. He was very reassuring and tried to sound understanding. I suppose thats also part of their scam.
8. When the original delivery date came I called my sales person and he himself gave me the numbers to his supervisors and apologized profusely saying that if they said today, it would be today. Maybe they were a little late.
9. I spent most of the late evening on the phone leaving messages for both supervisors. I was a bit understanding even then since it was the holidays. I wouldnt want to be driving someones stuff around when I could be with my family.
10. After Thanksgiving, I called them every single day, every time I would get a different answer. For example, "We will be there Monday, sorry we were out of the office." So on it went, Mondays, Thursdays, Sundays, Fridays.
11. I was honestly fed up, but I am a very trusting and honest person, so I assume that people are also that way. Ive learned my lesson. They gave me all kinds of excuses: bad weather, no trucks, holidays, getting a citizenship?!? (I know!..), pregnancy classes. I decided then (before Christmas) that I was not going to spend time yelling at them or cussing them out. That leads to nowhere except them mad at me. I just want my stuff.
The manager I was supposed to be speaking to "all along" Stan is extremely rude. He constantly just hangs up on me and tells me to just call him back later. I told him very firmly, I am not going to pay for all this storage wherever you have my stuff. I only have to pay the other half of what I paid you in Texas, and I stated the number. He said yes that is correct.
12. Here's the kicker - they called me last night, it was like 9 pm EST. The drivers who I have been waiting for all along called me. It is January 29th... An entire 2 months and a half since the original pick up date. My heart nearly stopped. He says to me, "We are calling to confirm that we will be there Thursday and that you owe us *here is where the s*t hit the fan* 2082.00USD."
I said to the man, No... I believe the amount I owe you is 590. I said, Ive had a money order for the amount since November. HE just took a breath and said that he would get with his supervisor tomorrow... Stan.
I have Stans number and like 5 other numbers for this company, so I get on my cellphone and Im calling them immediately. The salesperson, says to me, "Oh my, thats a huge difference, but unfortunately Stan is not here right now." I said, I have the owners cellphone number David, I will call him myself. SO I did, I called David and he asked me to call back in 30 mins as he was with a customer.
Why is it always 30 more minutes with these folks. I called back 3 or more times after the 30 minutes. He called me back an hour later it was almost 1030 PM EST. I explained to him everything (which he is very familiar with because I have spoken to him many times). He tried to access my file, unfortunately stan is the only one who can tell him the right answer. He cant understand why I paid half up front. He said normally we dont charge that we charge a lot more. I took a breath and i explained to him that I wanted to know what the other charges are.
Apparently he will get with STan this morning and I should call at 11 PST. Supposedly, he can work something out... To reduce the number to like 700 to a 1000. I said, I do not have that money, I have had this money set aside from the getgo. I was told be ready to pay the OTHER HALF when we arrive. How could I have paid one half before and now the other half is 1500 more.
Dave says, well did you provide your own boxes or did we pack, were ther stairs... I clearly recall the confirmation email we got from the company when hiring them clearly states:
Unlimited use of boxes and packing materials (such as unprinted newspaper, packing tape) to pack your belongings.
There is a double drive time which is required by licensed California moving companies. With AMEXMOVERS the time will start and end at your door, but the traveling time will be double. We don't charge you for fuel and mileage to and from your location.
Yet one more thing to talk to the supervisor about when I call today. - SURELY this is all some really huge mistake and their highly customer service oriented business will handle it. Obviously they could not be participating in false advertising and then waiting until they have our stuff on a truck before they get the money from us. Right?
13. I followed up with the FEderal Motor carriers, the BBB, and the police in Houston. It was late so I have to call them all again shortly. I was on the internet very late looking for who else I can call. They arent even here yet and I keep finding horror story after horror story. This feels a lot like extortion. Please help with any advice.
Quite honestly, having experienced this nightmare, I would say everything on their website is mostly bull and I would NEVER knowingly trust them to take out my kitty litter, let along move all of my possessions. I will be calling the bank to cancel the credit card that I paid them with the first time. This is absolutely absurd.
Rippedoffgirl22
Houston, Texas
U.S.A.
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