I cannot under any circumstances recommend Express Van Lines to anyone looking for moving services in and around the Las Vegas area. In particular, if you find yourself working with Alex as your point of contact with their company tread carefully. Our experience began with the driver for our pick-up calling us the day before our scheduled pick-up asking if we would be ready in 30 minutes. After explaining to them that our pick-up was the next day they told us they could come later in the day but I would need to speak to Alex.
My phone call with Alex became heated as he insisted that the pick-up was 6/5/23 and 6/6/23 was a back-up day for pick-up. He refused to even consider picking up on the scheduled day of 6/6/23. He went so far as to say "It's your family's fault for not being ready on your pick-up day." Finally I settled on his team picking us up in the early afternoon since, according to him, it was today or nothing at all. Since there was so much confusion regarding the pick up day, I called my broker Safe Ship Moving Services to ask them what my pick up day was. They confirmed it was 6/6/23 over the phone. The first time they told me they would call Alex and speak with him. They would call back if I needed to do anything. No call back. But I received a text from Alex saying, "We will be there at 12pm". I called the broker support team again. They, again, confirmed that the pick-up was 6/6/23. This time I remained on the line with the service team member. When she came back from calling Alex she informed me, "He told me that you two spoke this morning and that you told him your family would be happy for pick-up at 12pm today." I had to inform her that our conversation this morning was Alex informing me that I was wrong about the pick-up day of 6/6/23 and that he was telling me that I had to be ready to leave today. It was my fault for not being ready, and that there would be extra fees and charges if his team had to help us pack. In addition to this, he stated multiple times that it was impossible for me to have a pick up done tomorrow, THE PLANNED PICKUP date.
She called Alex back for me while I remained on the line after realizing that Alex was lying to her and the other service agents. She came back on the line with me to inform me that Alex had a cancellation on 6/5/23 and so had put my pick-up down for that day while booking his team out entirely for my planned pick-up on 6/6/23. TO BE CLEAR, I was informed that my pick-up was 6/6/23, on 6/4/23 by my broker. So within 24 hours of confirming my pickup window Alex had changed it to one day earlier and made no attempts to contact either my family or the broker regarding this scheduling change. Because of this he was lying to my family about the scheduling, blaming us for not being ready 24 hours ahead of time, and lied to the broker support team members about our conversations. So after telling me that he had pushed our pick-up forward the broker support team member let me know that unfortunately I had to let them come today or there would be significant delays finding a new company to move our stuff. (within a week of our lease ending). However he was not to charge us anything if his team had to help us pack things since they decided to show up 24 hours ahead of schedule.
The pickup:
The driver and his spotter were polite. They informed me that we would only be charged if they needed to use "extra" packing materials outside the materials covered by the estimate. We ended up having extra boxes and items due to haphazard panicked packing done that morning. Due to this we had to sign a new estimate before packing would begin. Our estimate went from $6,000 to "no more than $10,700". We essentially have no choice so we agree to let them begin at the new price. They deconstructed every piece of furniture that could be taken apart even if it did not need to be. They did not box up our standing lamps but just put them on the truck. They did not pack our vacuum cleaner (listed on our original itemized list) and we had to leave it behind due to not having the space in our car. They managed to crush the corners of our dining room table, chip the wood along the center, completely break one of our office chairs. Break a leg of our entertainment center, and lose the pins to my Fiance's office desk (now its useless desk pieces). In addition to all of this at the end they are showing me the bill. They charged me $500 for wrapping 20x items in some kind of packer's wrap. I was never asked if I wanted this, I was not informed until after our stuff was on their truck that it was outside the estimate. They charged me another nearly $400 in assorted boxes and tape. They also listed our content as being 1375 cubic feet of material. They had a 23' truck and it was half full. They had half the truck sitting empty. I maybe had approximately 1000 cubic feet of material. Meanwhile, I get a text from Alex saying they gave us a "discount" because of "our" misunderstanding read more
