Customer service rep from X-Press Van Lines, Jennifer, gave me a binding quote on May 18th of $1174.00 for a move from ATL to NYC on May 20th. Upon arrival of movers (7 hours late and after business hours) they started "packing" items in larger boxes that were on my inventory list and then charged me for this packaging and the additional space it took up. For instance and 1ft by 2ft hamper he put in a HUGE wardrobe box that could've fit at least 10 hampers in it. They charged me $50 for THIS box!
They also packed my furniture in plastic wrap even though I stated it only needed to be in the blankets they provided and that Jennifer told me they would pack it in. They did not tell me there was a charge for this either (found out it was $40 per piece) and just said this is how we wrap the furniture. Again - I stated I did not need this service to the driver over and over. They created a $318.00 charge for their packing service and then an additional $800 for space the new "items" took up.
Because the move was on a Friday night (they left at 11pm) and also left a mess and my basement door wide open, I could not call the company to make a formal complaint. I wrote on the invoice that I did not approve of the charges. The driver continuously called me Sunday night until 9:30 pm stating if I didn't have the money on Monday that I would not get my things and he would then charge me $175.00 non deliver fee. I spoke to the company direct and they only gave me a $250 credit and said too bad... If you don't pay you will not get your items.
I spoke to Sergio at X-Press Van Lines on Monday, May 23rd who seemed to be rational about this and "said" he wanted to help me, but after the actual move, he would not return my calls. They made me pay $1245 on credit card and $600 CASH to driver to get my items. The assistant driver TOLD me to file a complaint against the company and driver because he heard me specifically state I did not want him to do the "services" and showed him my packing list where I had already paid for the items he was repacking. The mover was from Great American Moving DOT 1356253, ICC MC 520291.
0 comments