ComplaintsforSam's Express Moving and Delivery

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired ***'s to pack and move ** from ******* to ********. We understand that they were licensed, bonded and insured. The movers damaged a lot of our items, including a TV, recliner, broke several glass items, broke a leg off a desk and scratched and loosened the hinges on an antique vanity. When we reached out to the owner, we were told that the insurance was only a ***********************, or something along those lines. I thought we had worked out a nominal agreement, but my last 5 calls and emails have been unanswered. I feel I now must escalate things.

  Business response

  02/03/2024

  Dear ************

   

    I am very sorry your move did not go as planned. I am the person who handles claims and this is the first I hear of this. I will send out a claim form and extend the claim time an additional 90 days. I have no excuse for this delay and will begin the claim process this week.

  Sincerest Apologies

  ***********************

  Customer response

  02/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, provided they follow through with it
  
  Sincerely,
  
  ***************

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am very disappointed with the service that the movers made. They were Very unprofessional. To the point that I had to wait a whole week before emailing the company since they have the gate code to the community. The movers were wasting so much time. Standing and talking in a loud voice and saying in a loud voice "Excuse me ma'am, I am trying to insert myself in you!" This sentence and many others like it were constantly being said as they discussed their personal lives. Please note this is in the parking infront of the building that I could here from inside the house. I have taken a few minutes video of them talking and shouting. However, this video only shows a few minutes of what was actually worse than the footage. I did not argue with them as not to escalate the situation.The footage even shows one of the movers jumping on my children's trampoline. After all that time wasted. They refused to carry the boxes upstairs and kept most in the garage saying that they would have to add an additional 15 minutes if we wanted the boxes to be taken upstairs. Please keep in mind that the move was for a 1 bedroom apartment and the other bedroom was already in peices all we had to do was throw it in the assigned place for unwanted furniture. I was carrying with them becuase I did not want them to waste more time.I found damages that I brought to the company's attention but did not receive any reply. The railing on the stairs was chipped when they were moving the furniture, while assembling my kitchen table and a mirror had parts chippef off. I reached out to the company multiple times and have not even received a response. Specifically Scott. I called scott on his number and when I asked his name he provided another name although I recognized his voice after he spoke for a moment. Also, the movers smelled awful before starting and it only got worse. I have the video of the movers shouting and on my children's trampoline.

  Business response

  08/26/2022

  Business Response /* (1000, 5, 2022/08/02) */ Thank you for choosing Sams Express Moving for your recent move. We apologize if the move did not meet your expectations. As per put conversation We did have a conversation in reference to the alleged behavior of the movers and had been addressed with them but we were still waiting for you to email is the video you supposedly took. When we spoke I was not aware of damages as it never came up and we never spoke since. We have sent you a claim form and will happily process the claim. Your move did take longer than anticipated because you were not as prepared as we would have hoped and between the things we put in the garbage for you and the things we loaded it was a full truck. In addition your boxes were packed improperly leading to many falling apart during load and us having to re-tape them correctly. The movers did contact us in reference to the 40-50 boxes you wanted us to take to the second floor and they were instructed to ask for another 15 minutes of payment as they were already 15 minutes over the time you were already paid for Sincerely Jorge C*****

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