Report: #1079413

Complaint Review: National Express Logistics

  • Submitted: Tue, August 27, 2013
  • Updated: Tue, August 27, 2013
  • Reported By: Lucia — New Jersey
  • National Express Logistics
    CHAMBLEE, Georgia

National Express Logistics - Interstate Relocation - Jay paid 1.2K more than estimate, stolen stuff BY THE COMPANY, not returning phone calls CHAMBLEE Georgia

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We had to move from Atlanta to New Jersey and after submitting our request online we were contacted by Lisa at National Express Logistics (if you look for their US DOT - 1911152 - the associated name is Interstate Relocation).

She arranged for a visit by Jay, to do an estimate of our belonging and then she sent us a quote. We agreed to pay additional 1100$ to have a guaranteed delivery date on July 19th and full packing. The total amout of the binding estimate was 4483.75$. We paid the down payment via CC.

On the scheduled date the movers came on time and were quite fast in packing all our stuff. When they were done loading the truck, they said that the estimate was wrong (apparently we had double the volume that Jay esimated!!!!) and so we had to pay about 900$ more for extra labor and fuel surcharge. We had no choice at that point, so we agreed to that.

They arrived at destination on the scheduled day even though they were few hours late. They asked extra about 300$ bacause they could park the truck only few feets away from the door. They wanted the balance before unloading the truck and then left before we could check our belongings. After we unpacked we realized that:

1) some stuff were missing: a folding wooden table with drawers full of quality linens for a value of 800$

2) all our clothes had been stuffed in regular boxes instead of being hung to proper wardrobe moving boxes as they had told us

3) a fan that didn't belong to us was delivered to our house

We contacted the truck driver which said that the missing stuff was probably in a warehouse in Atlanta, so we contacted Jay, our referent to figure out how to get the items back.

Jay told us that he had found the table and that he was going to deliver it to us later that week, with another shipment that they had to do for another customer moving to NJ. Then when we contacted him later that week he said that that moving didn't happen in the end, so that we had to wait few days more. And then this shipment was delayed again and again, until about one month from the supposed guaranteed delivery date.

On August 15th this truck was supposed to arrive here after delivering another shipment to Virginia. On that day we tried multiple time to contact Jay to know exactly what time it was arriving and he never picked up the phone nor reurned the voice messages, until late in the evening when he picked up our call and said that the truck driver delivered by mistake our stuff to the customer in Virginia. But he reassured us that he was going to have that customer send us our stuff by UPS the next day and that he was going to send me the tracking info and the contact of this customer. Which he never did. 

The morning after, quite pissed off, I asked to receive the item by 1 month of the original delivery date, because otherwise I had to file a claim with my insurance and I had only 1 month from the original delivery date to do so. He said that he needed few more days but that he guaranteed that we were going to receive our stuff back on August 21st and again that he was going to send me the tracking info. And he also said he didn't care about the fan that was misdelivered to us and that we could keep it (I guess they did the same with our table...)

After that, I tried calling him a hundred times and he never picked up nor called back. If I call from a different number which he doesn't know, he picks up and then hangs up as soon as he hears my name. Of course we didn't receive the tracking number, nor our stuff.

I called the office, Lisa, and tried to have her find out what happened to my table and linens. I also offered to go pick them up myself or send a friend: I just needed to know where the items were. She said she was going to ask Jay and Adams about it and call me back. Not only she didn't, but now she doesn't pick up my calls in the office and she doesn't call back when her colleague says she is on the phone and will call me back as soon as she is done.

In summary:

- we paid 1200$ more than what was estimated

- they STOLE items for a value of 800$

- they have a non-existing customer service

 This is the worst company we have ever dealt with.

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This report was posted on Ripoff Report on 08/27/2013 09:08 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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