Report: #723364

Complaint Review: X-press Van Lines

  • Submitted: Thu, April 28, 2011
  • Updated: Tue, October 11, 2011
  • Reported By: EJay — Mango Florida United States of America
  • X-press Van Lines
    4501 Stirling Road, Davie, FL
    Internet
    United States of America

X-press Van Lines Xpress Overcharges for moving services and illegal practices of forging signatures, Internet

*Author of original report: Truth be told...

*REBUTTAL Owner of company: xpress vanlines earlene joseph move

Show customers why they should trust your business over your competitors...

Consumers beware! X-press Van Lines will charge you for cubic feet and shipment weight which you DONT have! First, they show you what they will charge according to how much cubic feet is used in the truck they use for "picking up" your items. But when they repack for shipping, the cubic feet is much less. I furnished pictures with proof of space used at delivery, and they refused to adjust the charges.

X-press Van Lines will also engage in FRAUDULENT activity if they feel necessary. They superimposed my signature from one form onto another.

Xpress Staff forged my signature from one form onto the "revised" quote, stating that I agreed to the additional charges for additional cubic feet, which I specifically stated I would not sign. When asked to furnish a scanned copy of the form, they claimed they did not have it. They faxed a photocopy, and the signature is identical to the signature on another form. There were spaces where the "signed" name crossed over the line on the original form. I have had conversations with Keren Lugasi, who claims she is the owner of the company to no avail.

Don't make a decision to hire X-press, you will regret is, as I have.
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This report was posted on Ripoff Report on 04/28/2011 05:53 PM and is a permanent record located here: http://www.ripoffreport.com/reports/x-press-van-lines/internet/x-press-van-lines-xpress-overcharges-for-moving-services-and-illegal-practices-of-forging-723364. 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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REBUTTALS & REPLIES:
1Author
0Consumer
1Employee/Owner

#1 Author of original report

Truth be told...

AUTHOR: EJay - (United States of America)

The initial quote mentioned was $3,000, later I was charged almost $5,000. The truth is Xpress practices are unethical, and refrain from doing business with them. None of my claims are false, they can all be proven in black and white. Notice the owner did not respond to the forging of the signture because it is true, and I have documentation to back it up. The owner also did not respond to the issue of charging for more cubic feet than I actually had, because for that too I have pictures of inside the truck. I also filed claims for property damage with two companies so far, companies that Xpress asked me to contact. Both companies have stopped doing business with them in the past few months. What does that tell you? Now, when I call their toll free number, it rings as invalid. I had the cell phone number of the manager and contacted him, he stated he no longer works there.
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#2 REBUTTAL Owner of company

xpress vanlines earlene joseph move

AUTHOR: X-Press Van Lines - (United States of America)

Earlene Joseph, was provided with a flat rate price in which she signed and agreed to, we have gone in circles trying to resolve the issue, we even provided Earlene joseph with a $1,500 discount prior to her delivery and an additional discount after the delivery has been completed, which by our terms and conditions all disputes and discounts must be handled and provided after the delivery has been completed as per section (7) of our contract, in which Earlene Joseph Signed at the time of her pickup under acknowledgement of pickup, (see below for full details of our section 7) in which Earlene Joseph failed to follow. Earlene Joseph was also offer to have this handled through arbitration jams,  http://www.jamsadr.com in which she failed to compile. Earlene Joseph, indicated that she wants the move for free and made threats that if we didnt provide her with this move for free after all the discounts that she will go to rip off report and make fales allegation about xpress van lines and its owners. Xpress has filed legal action towards Earlene Joseph threats and failure to comply to the terms and conditions, as well as accepting discounts and monies before going online to register false allegation about the company.  We are willing to resolve this matter with Earlene Joseph if she can come to an agreement of a proper settlement, we have already provided Earlene Joseph with over $1,500 in discounts prior to delivery and additional discounts have been offer after delivery but declined. We provided discounts prior to delivery as good will in our behalf, our goal is to make sure that the consumer comes first and we have gone the extra mile with her. It is not nice to take discounts and money from a company after providing services to you and then bash a company after all they did was help you out, we have gone beyond the extra mile. I guess sometimes you cannot please everyone.
 
Section  7   :  {XDR} Xpress Direct Resolution:   http://www.x-pressvanlines.com/xdr-x-pressdirectresolution.htm  X-Press Van Lines {XVL} automatically includes as part of its moving services contract, with each customer the X-press Direct Resolution {XDR} to provide an equitable way to address and resolve any customer concerns that may arise with their contracted moving services with {XVL}. The program terms, provisions and conditions shall be as follows: 1) Customer acknowledges, understands, and agrees that an equitable resolution policy is the best process for resolving any concerns, for their contracted moving services with {XVL}. 2) Customer fully and completely  acknowledges, understands, agrees, as part of entering into a contract for moving services with {XVL} that they voluntarily consent and agree to full participation and completion of the {XDR} for any and all resolve or settlement to any concerns, claims or complaints, for any such resolution sought thereof. 3) Customer understands, agrees that all concerns, claims, complaints, will be addressed after the delivery, and must be specified in the documentation submitted to {XVL} as outlined herein. Concerns, claims, complaints not provided, or submitted shall not be considered, until properly submitted to {XVL} for consideration, and review as outlined in the program provisions herein. 4) All subsequent submissions or additions by the customer to their initial submission, shall be combined as one submission, and the time for such review process by the {XDR} will be reinitiated as if receiving the complete submittal for the first time, from the date of receipt of the subsequent or additional submission. 5) Customer will provide all complaints, concerns, claims or any communications regarding considerations, discounts , compensation or otherwise for their move, to our Administrative Offices by email to : mailto:mxdr-xpressdirectresolution@x-pressvanlines.com , including any digital pictures,{jpeg format only} scanned copies of paperwork {.pdf format only}, or  written copies can be submitted to our offices, to the address as listed on our moving documents and {we suggest by USPS certified mail,} to confirm delivery and  must be received within (9) months of their actual delivery date.  6) Customer acknowledges that {XVL} shall have no less than (45) calendar days from the receipt of said submission to provide a emailed/written response, {except for claims of loss/damage of articles contained in the shipment/ move, for which a response will be provided within (30) calendar days from receipt, directing customer to the appropriate Claims Adjusting Firm who will then be responsible for processing their claim for loss/damage of articles contained in the shipment to completion, as well as providing any and all communication and guidance and requirements  regarding the claim process .7) For all other concerns, complaints, ect. {Except for Claims for Loss/damage for articles contained in the shipment/ move as provided for herein,}; {XVL} may at its own discretion respond to and offer said resolution at anytime during the initial (45) calendar days. 8) Upon customer receiving {XDR} response, said customer shall have (45) calendar days to accept or decline said proposed resolution, or propose a counter resolution for {XDR} consideration, in writing to {XDR}. If customer provides a counter offer, {XDR} shall then have, no less than (45) additional calendar days for reconsideration from the receipt of the counter offer to reply. 9) Upon customers written notification of their decision to accept or decline of said proposed resolution, {XDR} shall then have (45) calendar days to provide the accepted resolution to the customer or response, or counter offer, if applicable. { If no response is provided for a period of (45) calendar days, {XVL} will consider the matter closed. 10) If customer declines said proposed resolution, at the conclusion of the specified timeframe above, then customer fully agrees and acknowledges, that the next available equitable resolution shall be NON-Binding Mediation between the customer and {XDR} {XVL} X-press Van Lines, (except for the condition specific matters as described herein). Therefore; it is acknowledged and agreed by the parties that they fully agree to submit to the venue, or jurisdiction of Broward County, Florida, which the parties fully agree is an amicable venue for such Non-Binding Mediation. {Except for condition specific disputes arising from claims for Loss/damage of articles contained in the shipment / move as provided for herein, which have not been settled/ resolved through the normal claims process and all remedies have been exhausted as such through this process and for carrier charges in addition to those collected at the delivery, for transportation and services related to the transportation of household goods (if applicable),  that have properly been submitted, within the 180 day timeframe from receipt of the carriers invoice, but have not been resolved through our Claims Adjusting Firm, normal claims process, nor the X-Press Direct Resolution Program, the carriers dispute resolution program as they are then automatically transferred/referred  to the provisions of Section (12), which then shall be at the shippers discretion to proceed for further options. The shipper is not mandated to participate in this federally mandated neutral binding arbitration program, and it is solely at their discretion. Please review Section (12) for the applicability to your move, and other options that you may have for resolve}   11) The parties shall submit in person/or by representation such dispute to a third party mediator, except as defined herein. The customer acknowledges and agrees that the parties shall each be responsible for 50% of the upfront and total mediators fees, and all of their own attorney or representation fees for said mediation. Customer and {XVL} will submit and agree to a mediator within (45) calendar days, from the customers notice of intent to mediate from Florida Mediators at http://www.mediate.com/Florida/. Customer agrees that they will not waive the initial resolution steps in order to go directly to the mediation provision contained herein, or the Section (12) Binding Arbitration provision, required by Federal Regulations, (as applicable). 12)  Customer understands, acknowledges, and agrees that as part of entering into a moving services contract with {XVL} that they fully and voluntarily acknowledge, agree and affirm, that they will completely and properly follow the Terms and Conditions as outlined herein for the {XDR} allowing customer and {XVL} the opportunity to work to a resolve as per the contracted terms, without further escalation and that they will not file, submit , draft, reference or make any complaint, disagreement, dispute, comment, verification or any other form or communication either written or verbal, whether direct or indirect, or through a third party, to any agency, governing authority, bureau, website, internet address, or any other party, outside of themselves or {XVL} the contracted parties, concerning any issues arising in connection with the contracted moving services provided by {XVL}, until they have fully participated in the {XDR} and have complied with all of its terms and provisions, to the fullest extent, minimum of 180 days from initial notification by customer to {XVL}, thereby allowing {XVL} the opportunity to resolve the matter between the parties, without outside interference or distraction. This is intended to allow {XVL} the opportunity to review and attempt a resolve with the customer in a timely and managed process, without escalation. However, customers refusal to comply with the provisions of the contracted moving services with {XVL}, and/or the {XDR} shall constitute a deviation/breach of contract by the customer, and customer agrees that any negative action, as referenced above shall not be commenced, and if any action has occurred, a retraction shall be complete and immediate in compliance with the {XDR} process, until said process is fully completed. 13) Customers refusal to comply with the terms of the contract including this {XDR}, but not limited to, shall not waive any of {XVL} rights to enforce said contract or seek remedies for customers breach of said contract. 14) Customer acknowledges, warrants, and represents that they have been provided the information contained herein, as to the {XDR} and that their voluntary agreement to fully participate, is affirmed, by their entering into a moving services contract with {XVL}, and  that by their signing or their representative, of the electronic signature / Order for Service,  Bill of Lading, General Agreement, and other contractual moving documents, that it is fully understood and acknowledged that this is a contractual agreement between the parties, and will be executed to the fullest extent as specified herein. 15) Customer also acknowledges, that said arbitration provision as referenced within the X-Press Direct Resolution, will be further explained in Section (12) should the customer wish to proceed with that process. Customer shall have total of (9) months to file any and all applicable claims, with {XVL}, from the date of their delivery. 16) Customer acknowledges and agrees that their failure or refusal to abide by the contract terms including their full and complete participation in the {XDR} program, will not cancel or terminate any of their responsibilities herein, nor shall it impose any additional liability, hardship, or derogatory consequences upon {XVL} for any action or lack of action by customer. {XVL} reserves the right upon such breach of contract to halt all {XDR} procedures, till the customer complies with the contracted terms and provisions. {XVL} further reserves the right to modify, change, and/or update the terms of the {XDR} program at is sole discretion, to maintain a concise policy for customer service. This program is offered and provided for as part of X-Press Van Lines Moving Services Contract to allow the parties to come to an amicable and mutual settlement/ resolve. X-Press Van Lines reserves the right to adjust, modify, update the terms and conditions of the X-Press Direct Resolution program at its discretion to ensure that consistent customer service policy is maintained, and by posting/disclosing said updated/revised program details, on the X-Press Van Lines website/ www.x-pressvanlines.com ; said update shall be effective as of the date posted/disclosed on the website. X-Press Van lines X-Press Direct Resolution Revision 02/01/2010 . 
Summary of the binding arbitration process:  Arbitration (binding) is an alternative to courtroom litigation. It provides each party to the dispute to present their cases and allows a neutral third party arbitrator to make decision as to the merits of each sides case. 2. Applicable costs:  A benefit to the arbitration alternative may be that it is less expensive than traditional litigation. Each party is responsible for 50% of the costs associated with securing the arbitrator and 100% of their own legal expenses, including but not limited to attorney fees, ECT. (Upon the arbitrator settling the dispute he/she may reward other costs to either party accordingly as to his/her decision). 3. Legal effects: If the binding arbitration alternative is chosen, then any decision made by the arbitrator is binding on all parties and will be honored by the courts. Additionally, an arbitration decision may not be appealed in a court of law. There are many arbitration programs available at multiple locations throughout the United States, and X-Press Van Lines has chosen; JAMS Arbitration Services and ADR is requested at the option of the shipper. Contact information and other information about JAMS arbitration program at : http://www.jamsadr.com. Please contact X-Press Van Lines Inc; if you wish to participate in or get more information about the neutral binding arbitration program, required by Federal Regulation. This arbitration is condition specific (as described herein) and separate from the non- Binding Mediation provision as contained within the X-Press Direct program, for which the condition specific disputes (as described herein) are not applicable, nor intended to be applicable to the non Binding Mediation option rather than the federally mandated neutral Binding Arbitration as specified herein. The shipper may however wish to only utilize the non-binding mediation option, rather than the Binding Arbitration Provision in Section (12), at their discretion.  
 
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