Our experience with Express Van Line was very awkward. Our foreman asked me to drive him in MY vehicle to this guy who was providing him 2 illegal workers to come help him load our stuff. Our foreman didn’t want the owner of that company to know he was taking 2 guys so he wouldn’t be seen and asked me to go in and get them. Does this seem professional? The 2 helpers seemed inexperienced and confused on how to protect and handle our items well. I had a bad feeling, but I felt trapped as I had to be back to work in Colorado in two days from then and our house was being sold before I could return to Arizona or book another mover. I feel he really took advantage of this situation and he must have been mad at us or something to treat our things so badly and cause so much damage. What was very frustrating was clear communication with Alex the foreman or customer service at Express Van Line was very difficult. Of many conversations I cannot say I ever felt like they listened to, or understood any of my concerns. They are quick to cut you off and give you a scripted answer that does not correlate to your concern. I rate their customer service a 0 for sure. I have never been so miss-treated and any attempt to talk to them was met with closed ears. In fact I had to put a lot of effort into getting ahold of them by phone or email. It was a nightmare! It took over 30 days to get ahold of them and learn that I needed to submit my claim to CSI and not them.

They will try to charge a ton of extra fees once they are there. This takes your original estimate and multiplies it by 3 or 4. Then as he is informing me of all these extra fees, I asked him where these fees are listed. His reply was they are on the website and I can take it up with them later. These fees are not disclosed on the website! I have since checked and called only to find that they won’t listen to any concerns, they cut me off and said I have to deal with Alex directly, they will not help. Check www.protectyourmove.gov. Also check the address and phone number to be sure you are looking at the correct company for amount of complaints. Also be sure the company is registered on protectyourmove.gov and not inactive.

Also our things were stored in a hot storage unit in Phoenix, AZ when we were told that it would be in climate controlled storage in Colorado or Nevada. This caused many of our electronics to not work and things like candles, etc. were all melted. They caused over $8,000 in damages and I have worked hard to get them to offer a $130 settlement. I will have spent a total of $13,000 because I used them. PLEASE USE SOMEONE ELSE THAT HAS A GOOD REPUTATION.