Complaint Review: Express Vanlines - Las Vegas Nevada

 This company Express VanLines, took an $800 deposit to move my mother’s home and provided a bogus moving estimaate.  We had several discussions regarding inventory and provided a detailed list.  The quote was for $2481 with a deposit. They arrived a day late, knowing that the house sold and we needed to be out that weekend.  We went through the original inventory list and marked several items off and did not add anything in addition to the original list.  He then went through the house and their driver kept stating that they underestimated and they "legally" could not touch the items unless they left for two hours, had us "think" about the move and then they would come back and we would discuss a price.  They would not tell us what the legalities were but just kept stating that they legally could not touch the items.  We asked several time to give us the final number and provide a comparison of the list and let us know where it was over the estimate, he would not.  However, each time we asked him to clarify, we were met with they had to leave and come back because of the "legalities".  When I told him I needed to call someone to get help to understand what he was saying about the “legalities” he abruptly picked up his items and left stating that if we were going to call someone, he was not going to move the items.  We pleaded with him to stay and work this out, he stated “I’m out, you’ll get your money” back but I am not moving you.  I called the customer service rep (Josh) and had to leave a message.  Josh called back later and apologized and stated that his driver was out of line and he should have explained the process.  He told me that he would tell him to come back.  I told him I was not comfortable with the mover and requested is they could send someone else.  I was told no, but Josh stated they would come back for $6800.

 We were left in a desperate state and they knew it as we had expressed several times that we needed to be out of the house that afternoon.  However, taking a chance to have them come back was not a comfort level that was viable for us and if they were willing to do this, then would they request more money at the delivery.  We were not willing to take that chance.  He then told me that my mom would lose the deposit, even after I told him the driver stated that we would because he was leaving. 

We had only 4 hours left in the day to move out, and Uhaul came to the rescue with assistance.  I called in friends from over two hours away and we got my moms house packed into the Uhaul van with 30 minutes to spare.  This was an experience you only hear about on TV that happens to other people.  NOT an honest company.  No calls have been returned after repeated attempts and we still do not have the $800 deposit back for my mom.  They should be ashamed of their business practices and lack ethical responsibility.