12 Oct 2022 · MoveAdvisor
1.0 out of 51.0
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.
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