Extremely Confusing, Stressful, and Unprofessional Experience…read more
Our interstate move with All Roads Express was one of the most stressful service experiences we have ever had, and we would not recommend this company based on what we went through.
From the very beginning, the process was chaotic. On November 29, I spoke with Steve, who was initially very pleasant. He stated that All Roads Express was a family-owned company, not a broker, operated its own trucks, and had been in business for over 17 years. Based on those statements and their strong Google rating, we decided to proceed.
That same morning, we were sent seven different written estimates within roughly a two-hour window. Every single estimate had problems, missing items, incorrect descriptions, or incorrect sizes, even though we repeatedly provided a detailed and corrected item list. The constant stream of changing and inaccurate inventories made it extremely difficult to understand what we were actually being charged for and appeared designed to overwhelm and confuse the consumer.
Steve later introduced Jojo, stating he was his son and the person in charge of the move. I sent Jojo a complete item list via SMS. Jojo confirmed by text that the total cost would be "$2400 even" and again stated they were not a broker. Despite this clear confirmation, the company continued sending more incorrect estimates.
We were then sent an online agreement link to sign, but the agreement did not include any list of items at all. There was no way to verify the inventory or charges we were agreeing to. We mistakenly signed the agreement, and immediately afterward, yet another incorrect estimate was sent. At no point did we receive an accurate, final, itemized written estimate that matched the list we provided.
On move day, two movers arrived wearing All Roads Express shirts, but once again they had an incorrect inventory list. I spent hours on the phone with their office, providing screenshots of text confirmations and prior communications. These were largely dismissed. When I referenced the text messages confirming the price, the conversation went nowhere.
We were then told our shipment exceeded the estimate by a large amount of cubic footage and that the price would increase. My husband independently inventoried the items and calculated a much lower volume, and most of the items they claimed were "extra" had already been disclosed. Despite this, we were told we had no choice if we wanted our belongings moved.
Payment issues added another layer of stress. We were allowed to pay by credit card at pickup, then told a few hours later that the payment had been voided and we had to pay via Zelle. During transit, we were told payment would need to be cash or money order, then later told Zelle was acceptable again. At delivery, we paid via a QR code, only to later discover that the payment went to a different company entirely, which was alarming given repeated claims that All Roads Express was not a broker.
Delivery timing was also changed at the last minute. We were initially told delivery would occur within a multi-day window, then suddenly received a call saying delivery would happen the same day with less than three hours' notice, forcing us to scramble to arrange someone to receive our items.
After delivery, we found that multiple boxes were damaged or destroyed, including boxes clearly labeled Fragile. When we disputed the charges due to the many inconsistencies, damage, and payment confusion, we were met with threats of legal action, credit reporting, and storage fees.
Overall, this experience involved repeated incorrect documentation, shifting prices, inconsistent payment demands, last-minute delivery changes, and significant stress. We strongly advise anyone considering this company to proceed with extreme caution and document every interaction carefully.
