15 Jul 2019 · MoveAdvisor
1.0 out of 51.0
I've relocated four times in the last eight years for business and this by far is the worst experience ever. I don't often write reviews about my experience with a company, but I felt it necessary to share my nightmare experience with Xpress Movers. I contacted Xpress movers and booked the date of my move with a guy by the name of Vesko. He provided me with an estimate based on the weight of my items and also advised me to box some of my items like books and clothing to save a few bucks. Finally, he stated that my items would be delivered within a week of my move and no later than the following Friday.
The movers arrived to pick up my furniture and other personal items on Friday 6/14. The lead guy immediately sought ways to increase my packing fees and the overall weight. He stated that the boxes I packed on my own would have to be repacked by him if I wanted to include them in the insurance and that would be an additional charge. I spoke with the Vesko guy who confirm this wasn't the case. They packed everything, loaded my items on the Xpress moving truck and departed New Jersey at 7:00pm 6/14. The following week, I didn't receive any updates from Vesko, so I called daily and sent emails. The answer I received is the dispatcher was working on it. Finally on Thursday 6/20, Vesko sent me an email stating that the truck scheduled to deliver my items was too small and therefore I would have to wait until the dispatcher was able to work on another option perhaps before or after July 4th. Well, needless to say, they didn't deliver my items the week of July 4th, in fact, they completely stopped communicating with me. I tried calling their 800#, Vesko's directly line, his mobile number and all the numbers available on their website, but was unable to speak with anyone.
So now, it's been three weeks since I moved with most of my life sitting on a truck or in a warehouse in Boston. Yep Crazy. And yep, no one called to apologize, provide a new ETA.. nothing. By far the WORST CUSTOMER SERVICE I've ever experienced. So now I'm thinking I need to get my Attorney involved and might even need to travel to Boston to retrieve my items.
Finally on Monday July 8th, someone answered the phone and stated my items would be delivered on Thursday July 11th..nut nope, I didn't receive a phone call, update, nothing..radio silence from Xpress Movers. On Friday July 12th, I left an email and voice mail. I then received a call and spoke with the guy who promised my delivery would happen Thursday July 11th. This time he stated the truck was in route and would deliver to my residence no later than 4:00pm July 12th EST. and I would be receiving a call from the driver an hour before they arrive. So needless to say, I shut down my entire afternoon to be available and prepare for the movers. But again, nope, no delivery, no call from the driver and no update from the dispatcher.
On Saturday morning I received a text from the driver stating he would be arriving within the hour. They did arrive with an hour, requested payment of the balance before unloading the truck. They offered no apology or discount for this massive inconvenience. Further, one of my items was missing and others broken. My advice, don't use this company as there are so many better more professional, customer first choices available, to which XPress Movers is neither.
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