Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/18/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Freedom Express ********************************************* (US DOT *******) solicits itself as a Coast to Coast Moving Company. But per the ***** database "Freedom Express is NOT Authorized by ***** to move or Broker Transportation of Household Goods". Unfortunately we found out this fact after entering a Binding Moving Contract (A3868416) with Freedom Express on 6/29/2023 for an Interstate Move, Our Moving contract with Freedom Express was for Interstate Moving of Household Goods between 10/2023 & 1/2024, with final move date to be set upon sale of our residency. Move date was communicated to Freedom Express 12/2023 and set for 1/15/24 or 1/16/24. We were not followed up with Freedom Express until 1/15/24 of which Final Inventory was done and bill finalized and Freedom Express asvised our move had be brokered to BLVD Moving of which we had no choice to accept as we were vacating (sale) property on 1/22/24. Household items inventoried and picked up 1/16/24 by BLVD moving with delivery set for 2/16/24. BLVD Moving arrived with Household items on 2/18/24, but 50% of the items had been damaged by water intrusion sometime between 1/16/24 & 2/18/24 under BLVD Moving possession. BLVD had no movers to Unload items just Driver, yet our contract with Freedom Express was to include Unloading and Reassembly of items by Movers, of which we had to do, along with Standard Cargo Protection up to $10k. Freedom Express was contacted on 2/19/24, as was BLVD of these issues and damages. Freedom Express advised they would work with BLVD to make this right, as we advised Freedom Express that our contract was with Freedom Express and Freedom Express subcontracted/brokered our move to BLVD Moving. Freedom Express has not followed up once since 2/19/24 though phone calls and emails have been sent to them. We are requesting refund of Admin Fee $1350.00 of contract A3868416, as Freedom Express is NOT ***** Authorized for ********** ************************* Move, nor have they Administered any assistance with BLVD.

• Initial Complaint

  Date:11/25/2023

  Type:Order Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sept 5, 2023. Freedom Express stated they were veteran owned, and stated not to trust other companies as they could be a brokerage company. The initial gal talked into using her company and kept stating you can trust us. I gave her the deposit of ****. You have to calculate your cubic feet and Freedom express stated we were over and had to pay an additional ****** and they were to email an updated contract, showing the additional amount paid for the extra cubic feet. No contract ever came to I called three people from the company, several times, and no answer, even with their 24 hour phone line. No emails or calls answered from then on. Our stuff was picked up by Seventh generation (no one ever informed my husband or myself that another company would be coming). We were also told it would take two weeks to get our stuff, as the drivers could not drive more than 200 miles per day. We also had to share a truck with another client, coming from *********, ** to *******, **. From here on the final payment had to be in cash only, no other form of payment accepted. A month later our stuff still had not arrived and I had been calling Seventh generation and a new call told me our stuff never left **., but was sitting in a warehouse in *********, ** for three weeks. She assured ** our stuff would go out and then after that no one answered my calls. End result: we had several items broken and destroyed. Several items came up missing, we were overcharged twice and couldn't do anything about it, as the company wouldn't release our stuff off the truck until we paid. We estimated we lost $11,346.00 worth of our personal stuff, due to theft and destruction at a complete loss. We are sad and very heartbroken that an industry is getting away with this kind of business practice and nothing is being done. Where is their conscience?

  Business Response

  Date: 12/04/2023

  On 8/14/23 you provided Freedom Express with an inventory list of the items that would be moved. During that call we recorded 3 items and 152 pieces. That included 100 *** boxes, 2 electric bikes and 50 18-gallon plastic bins. Totaling 730 cubic feet/5110 LBS. On 9/1/23 our **************************** contact you to go over your final box and inventory count prior to move day. *** inventory list increased, and your Items list changed to 26 Items, 226 pieces. Totaling 851 cubic feet/5957 LBS. That was an increase of 121 cubic feet/847 LBS. On 9/1/23 that day you increased your load size,Freedom Express sent you a copy of your Bill of Lading with the increase and also informed you that our affiliate Seventh Generation Moving and Storage would be picking your items up 3 days prior to their arrival as the law requires us to do.  You signed the Bill of Lading that had all of Seventh Generations information on it. Please see attached. Your move from ******, ** to *******, ** was approximately **** miles. *** delivery time for a move going that many miles is estimated ***** business days. ******************** was delivered to in a timely manner. Freedom Express has not been informed of any damages or missing items and will contact the customer to resolve this issue.  

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20915132
  
  I am rejecting this response because:

  I did try to call to report the missing and damaged, total ruin of products, however no one is answering our phone calls. Please let me know how I can report anything if phone calls are not being answered or returned?

  Thank you.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was provided a two day delivery window during which no driver ever showed up after they had taken my $1,500 deposit. I was never informed by anyone at Freedom Express of the delay. After calling hundreds of times without anyone answering, including their so called 24 hour hotline, I had to make alternative arrangements to move at my own expense. I have since tried hundreds of more times only getting through when someone new does not recognize my phone number. I am then placed on hold and hung up on. I trusted this company as they marketed themselves as veteran owned, which I truly hope is not true because they are doing a disservice to all of the hard working and honest veteran owned businesses out there. I have yet to receive a refund for services not provided nor has Freedom Express made any sort of effort to rectify the situation or simply apologize. This company is a scam and does not operate like any other legitimate business I have worked with and treat their so called customers with utter disregard. I do not know how the people employed by this company can sleep at night taking money from innocent customers looking to safely move their belongings. I have reported this incident to the ********** of ************** and next on my list is the ******* Attorney General. Please take this note as a warning not to use this company as they are not a legitimate business.

  Business Response

  Date: 10/23/2023

  Hello - I would be glad to help you out with this situation but the information provided is not enough to locate file.  Can you please provide a job number. 

  Thanks!

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20728919
  
  I am rejecting this response because the vendor asked for additional information. My job was ******* and all the online documents you sent me, contract included, have expired and can no longer be viewed by me. The fact that you are showing willingness to help over the BBB website versus your phone number or email is unbelievable. I am simply looking for a refund for services not provided since you were unable to follow through on your promise to show up to my house during the TWO DAY pick up window you gave me. I put the trust of my family of 5 in your hands and you failed to deliver. Please issue a refund for the money I have paid you since you have not provided any service to me and have failed to reach out attempting to reschedule a move and have not answered any of my calls or emails regarding the move. Thank you.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/06/2023

  Hello **************** - Thank you for providing more information to located your estimate.  We sincerely apologize for the inconveniences you've experienced. After reviewing your file it appears your pickup date was originally scheduled for 9/26/23 from 3-6 pm. The truck that was in route to your pickup location was delayed due to the previous customer having a few extra bigger items. We immediately dispatched a different truck to your pickup location.  Our dispatch team notified you to let you know there would be a delay. You claimed nobody notified you but an email and phone call was sent out. Please see attached. ****** was rescheduled and confirmed for 9/27/23.  Our truck drove from the warehouse 4.5 hours away on the morning of the 27th to arrive early. On the day of the pickup you could not be reach via telephone or email. It appears on your file that communications was made to you. We offered to reschedule your move with no additional fees attached due to the inconvenience. Your moving reservation deposit can be used towards a move for you or a family member for the next 12 months.  Thank you!

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20728919
  
  I am rejecting this response because: This is a lie. I was never contacted about the truck not being able to make it to my house on the 26th. Also, there is no attachment on your response as you claim (no surprise) so I cant verify anything you say. The shear fact that you are communicating through BBB rather than calling or emailing me to resolve the issue shows you are a sham business. I have called your office hundreds of times and sent several emails to try and reschedule yet no one responds or answers my phone calls or emails. I simply want a refund as you have not provided the services you promised. Its pathetic you are taking the money of hard working people out there.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/15/2023

  **************** - Our company did reach out to you. We spoke on multiple different occasions. The Dispatch Supervisor spoke to you at 11:09 am on the 25th, the day prior to your requested day of pickup to inform you that the truck would be at your location on the day requested between the hours of **** pm. We spoke to you again on 9/26 @ 3:52 pm to let you know the driver will be reaching out to you. Again on 9/26 you were told the truck that was supposed to arrive at your pickup destination will be delayed due to an increase in space needed. A different truck was dispatched out and the expected time of arrival was 9/27 between **** am pst. The notes on your file show that we spoke to you the morning of 9/27 @ 9:09 am est. to let you know that truck will be arriving between **** pst. The dispatch team also sent an email to you right after the phone call was made to ensure you got the message.

   

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20728919
  
  I am rejecting this response because: Again, the fact that you are communicating through BBB is a joke and proves you are a sham business as you have not reached out to me directly at ***************** or ************. The email attachment you provide doesn't even show who the email was sent to which I am not surprised by because your company is a joke and should be shut down immediately as you are thieves. In addition, what you failed to mention is that you hung up on me time and time again and failed to answer my hundreds of my phone calls. I don't think you understand that when people need to move they need to move. I had tenants moving into my home on the September 27th. You could not meet the moving deadline you set which was the 25th and 26th. Also, the driver never informed me that he would not be coming on the 26th and I stayed up into the middle of the night waiting, but no call or response. Please provide a record of that? Due to the lack of communication and lack of response from your business I could not depend on you to show up as you are scamming/defrauding your so called customers. I had to make last minute alternative arrangements because I was left in the dark by you and your driver without any communication. It is completely unacceptable and I am simply asking for a refund of my deposit as you will not answer my calls or emails to reschedule a move. Please refund my money ASAP. Thanks.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Freedom Express moving on 9/1 with an initial estimate of $3,371.21 to move a one bedroom apartment from ** to CA. We then adjusted the amount of items by reducing 5 large pieces of furniture which brought the cost down. During the process, we spoke to two different people ******* and ******* who gave us completely different instructions on packing requirements and payment methods accepted. Once the movers arrived, it was another company that they had fielded it out to without our approval. These movers then told us that our items were not packed properly and forced us to use their materials to repack many items which significantly increased our charges. We were also charged an "admin fee" to which no one at the company or the movers can tell us what that covers. So far we have not been able to get in touch with anyone regarding the status of our move or to discuss the increase in charges. We paid a deposit of $1,071.24 and then the pickup payment was $2,105 with a balance due upon delivery of $2,105.43. As you can see, our estimate was completely off base and incorrect after we were misinformed on process. We attempted to get in contact with the company but they never returned our calls or emails. We have now learned through the third party movers that our delivery is delayed somewhere along the journey but we have gotten no official updates from Freedom Express. Our items sat in storage until 9/13 which we were not aware of or approved of. We've also been told that this can be paid with credit card, cash, check, venmo but now that is changing to cashiers check according to this third party company. We went into this hiring one company and now three companies are involved and no one who is in charge of the invoice and final payment is getting back to us. We are nearing the end of the estimated window for delivery.

  Business Response

  Date: 10/02/2023

  You booked your move with us on 7/21/23.  During your booking you provided us an inventory that included 30 items and 78 pieces.  You paid us a deposit of $1171.21.  On 8/30/23 you updated your inventory to exclude a few items and that brought your cubic feet down to 548. You then had 36 items and 70 pieces.  We updated dispatch with the proper paperwork prior to your pickup. We also had you sign the Bill of Lading for BLVD Moving; the company that picked your items up. Attached.  Also attached is the payment terms you signed and agreed to.   Please contact our office at ************ to discuss further.  Thanks!

   

   

   

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20621672
  
  I am rejecting this response because: We have tried contacting you at this number every day for two months now and never received a call back and no one answered the phone. We were given improper instructions on how to pack the items and therefore had to pay extra to have the movers repack things. We were also charged an admin fee with no explanation and then our items sat in a warehouse for two weeks until we had to call the company and have them finally moved out and begin shipping to CA. The items then arrived broken and missing box. Freedom Express has done nothing to help the situation whether it be by email or phone after multiple attempts. This process has been horrible, having us go through two different moving companies that all gave us different instructions on what form of payment needed. Our initial estimate was so low that it was clearly a bait and switch to get us to agree to it and then once the movers arrived the amount being charged suddenly increased. This system makes no sense other than to scam customers and then farm it out to third party movers. Overall, this company is insanely overpriced for doing zero work other than the initial estimate, terrible communication and customer service, and most of our items arrived broken or damaged. We have called you numerous times, now it is on you to call us back. You have our contact information. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/23/2023

  ******************** paperwork is being reviewed by our finance department.  Please open complaint for response.

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20621672
  
  I am rejecting this response because: this is not a response. all it says is their finance department is reviewing my paperwork yet I have called numerous times to speak with this department and no one will *************. After being overcharged, given incorrect packing instructions, our items sat in a warehouse for days until we finally got a hold of someone to have them taken out of the warehouse and finally en route to us. Upon arrival, many items were broken and boxes missing. we have filed a claim with the moving company that Freedom Express farmed this out to but they are the root of our problems. Our items were very late and we have been scammed into paying double for services that were improperly rendered. 
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 10/25/2023

  I am very curious what you all regard as a "good faith effort" in trying to resolve this matter. Freedom Express moving has never once gotten back to me to resolve this issue. their last communication through you all said "******************** paperwork is being reviewed by our finance department.  Please open complaint for response." Open what complaint? How is that a good faith effort when i have filed a complaint and never heard back with an explanation from them? I am disappointed in BBB's position here since never once have I been contacted to have a direct conversation regarding my experience with this company. Based on the reviews on yelp and here for Freedom Express Moving, clearly i am not alone in my outrage and negative experience. BBB usually stands for much higher standards but i am greatly disappointed in how things have been handled here when the communication from Freedom Express has been close to zero communication or transparency. 

• Initial Complaint

  Date:09/15/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were a little skeptical of this company from the online reviews but decided to give them a chance. We had ********************* (the representative) Facetime video with ** and go over each and every item, measured them, and how to wrap/pack them. We were comfortable that our estimate would be accurate but when the actual moving truck arrived the estimate changed from $7158 to $8237. plus an additional $582.00 for wrapping glass items. We were told to wrap them and I quote...North, South, East, and West with bubble wrap and we did so. We followed their instructions to the letter yet ended up paying $1661.00 additional. This is the first time we have ever moved using a moving company so we were relying on their expertise to guide us and our furnishings there safely. We are asking at a minimum that they reimburse us for the $1661. add'l glass wrapping mover required that created extra CF.We understand the additional CF in the estimate is for the additional packing space it took up and are happy that our items will arrive safely but would have chosen another mover at a much lesser cost had we known. This is no fault of the moving crew that came to our home. They were polite and extremely professional.Freedom Express Moving And Storage LLC.2881 ************************************************************************************** ************** If you have any questions or concerns, please contact the BBB assigned to your complaint:BBB Serving Southeast ******* &************* ************************************************************************** ************** This is totally caused by the workers, BrXXX, RicXXXX and PaXXX who kept saying they would cover it but then would not pick up our calls or answer our emails

  Business Response

  Date: 10/23/2023

  Hello **************** - I reviewed your Bill of Lading and you were charged an additional 110 cubic feet.  There were some additional items listed that were not on the original inventory list.   The charges for materials and packing was for the glass items you had.  We did ask you to grab some bubble wrap and boxes to protect those items before transport.  Our verification department goes over this information as well as other packing advice with every client right after booking. I can certainly see if **************** can pull the call to verify.  I do not see anywhere on the file where you were told we would cover the charges. You signed both contracts indicating the additional items and its clear as day you had more stuff based upon the article and item count that you signed for. You had 142 pieces on the original estimate and 347 on the day of pickup.  We uploaded the documents for your records.

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20609894
  
  I am rejecting this response because:

   

  I am not fighting the additional C.F. charge. I am fighting the $582. additional charge we had to pay the mover that picked up our items for transport from MA to CO.

  The statement you made that we were told about wrapping is correct. We were not told about any additional boxing. We were told to wrap the items, and I quote, North, South, East, and West with bubble wrap. That was all. I'd love to hear the recorded call that told us to buy specific boxes for specific items.

  We did a face-time call and itemized each item, especially the glass ones, to make sure we did it properly.

  We could not proceed with the move without paying the Mover at our house the additional $582. on the spot and Freedom Moving would not answer our calls, texts, emails to help us.

  We did finally speak to *****, and she spoke to the Mover while we were there, and she said she would check with ************** and it shouldn't be a problem. We have never had a return phone call, email, or text from ***** since then. 

  I also saw it mentioned somewhere that our items increased from 114 (our initial guess) to 355! I attacked the final accounting that was delivered to my new home. You'll see that the numbers start at 80 (not at 1 as a sensible person would expect) and the total is 234 minus 80=154

  Again, I am not fighting the additional C.F. I understand the mover wanted to make sure the items arrived unbroken. As it was our sideboard, and a statue were damaged.

  I am only asking to be reimbursed the $582.00 for the packing supplies that we would have done ourselves, ahead of time, and saved alot of anguish.

  The other complaints from previous movers seem to be along the same line. We feel tricked and we were at the mercy of the mover as we were passing papers the following day and our home had to be empty.

  This is a practice that needs to be squashed.

  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/06/2023

  Hello Ms. ********************** packing fees you were charged was because you needed special crating, several special boxes and some glass wrapping done.  It is standard procedure after every sale that the customer is transferred to our verification department.  During that call we go over specific information. We tell you to wrap your pictures, fragile items and glass with bubble wrap and put them in the proper boxes.  Any packing needed will be an additional charge unless it is otherwise notated on the estimate. The claims Department was notified of your claims of damage.  If you have any further questions please give our office a call.  Thank you!

   

  Customer Answer

  Date: 11/13/2023

  We can go round and round on this one but the fact is that we were never told to purchase specific boxes for the items that ended up costing us $582. additional. You said you recorded our conversation stating that. I would like to hear that conversation as I was the one who set up the entire move and my recollection was to: Wrap them North, South, East, & West with bubble wrap and tape them well. We did that. If it's Standard procedure I'm sure you'll be able to share the recorded conversation.
  We also had quite a few missing items: 
  Our Christmas Tree-It was in a large 4 foot box.
  Kitchen items-Pots & Pans
  Cook Books-A full box of them
  
  You mentioned the damaged items. When the movers left it was late and very dark. The next day we found an incredible amount of damaged woodwork. Please respond what you are going to do about the damaged and missing items along with a copy of the recorded conversation.
  
  

• Initial Complaint

  Date:09/14/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A nightmare scenario began for my family when we used Freedom Express Moving and Storage. Customers, please do not use Freedom Express Moving and Storage. My family had to move from ******, ******* to ***************. So, I signed a contract with Freedom Express Moving and Storage on June 28, 2023, three weeks before moving. The contact person was ***************************. He estimated the total moving cost to be $6,266.00, but said he would give me a ***** percent discount if I signed early and estimated it at $2,990.61. Additionally, a fuel surcharge of $388.78, an admin fee of $850, and 30 days of free storage with free redelivery of $0.01 were charged, and a Priority route discount for east coast move of $250 was reduced. Therefore, the total estimated cost was $3,979.40. However, before I signed the contract, I asked whether they have company trucks for moving. He said they have company trucks and would directly load and unload the moving items. We paid a total of $979.40 for the down payment and my wife and I each paid $489.70 on June 28th, 2023.But the problem is that they contacted a third-party company, Integrity *** Lines D.B.A. A Plus Moving and Storage. Then, three days before the moving day, they sent me an email with a link to sign the document and asked me to sign the documents on July 13th, 2023. The content was that a third-party company would carry out our move. Also, according to what they told me on the phone, they said that they could not move our moving stuff unless I signed. I had to sign the documents because I had to move as soon as possible. On the moving day (July 16th, 2023), a third-party moving company brought a 26-foot truck, moving company, and truck driver to our home. The truck driver, *****, estimated the moving price again and asked us for $10,000 in additional moving costs for ridiculous reasons we couldn't understand. We offered to give him an additional $2,000, but he declined. We also requested that he transport at least the items on the moving item list by truck, but he refused, saying that the list was not their contract. So, we reported this to ****** and Freedom Express Moving and Storage, but we have not heard back about a refund to date. We have also called several times but they have currently blocked our phone number and are not answering our calls. We only could reach to voicemail and we have left voicemails but have not received any response from the company.They, Freedom Express Moving and Storage and Integrity *** Lines D.B.A. A Plus Moving and Storage, are typical scam companies. First, the agent (actually broker) lures the customer to sign a contract by offering a significant discount on the moving price and receives a down payment. They don't have moving trucks and movers. In addition, the moving company subcontracts the work to another moving company at a low price and the third-party moving company inflates the moving price on the moving day and rips the customer off. If the customer cancels the move, the deposit is not returned and they embezzle it. Many customers, including myself, can hear ridiculous reasons on the day of moving, and if the moving date is too tight, they have no choice and have to pay huge additional costs to move. In our case, we could not pay the additional $10,000 and had to switch to another moving company, change our entire moving plan, change the date of the apartment we would move into, and pay additional fees. Therefore, we are at a loss and screwed for our moving plans. Therefore, we request a return of the down payment of $979.40 and $5,000 in compensation for physical, mental, material, temporal, and other damages and losses incurred while using another moving company. Therefore, we strongly insist that the total amount of $5,979.40 be paid. This amount is negotiable, but if you refuse, we will take your company to court.

  Business Response

  Date: 09/15/2023

  I am sorry to hear that you had a bad experience on the day of the move.  I spoke to you personally that day when the movers were at your house in Weston.  The original estimate had you at 939 cubic feet and your Article List Volume By Cu. Ft. 28 Items, 115 Pieces.  On the day of pickup the ******* met with you and did a walk through.  He also prepared a revised estimate for you because you had a lot more items than what was disclosed to us during your initial call to booking. You had over **** cubic feet and over 450+ pieces. The inventory was given by the customer on the day of booking. We tried to reach you on 6/28/23 and 7/7/23 via phone and email for a ***************** call.  This call is to go over your final box and inventory count prior to the movers showing up. You could not be reached. Nor did you return our phone calls. Please see attached emails sent to you.  You signed the Bill of Lading for Aplus Moving and Storage on 7/13/23. Please see attached.  ***** offered to fill the space on the truck that you paid for without the price changing and you could move the article remaining and you declined.  Sir, you had a lot of additional items at the pickup that is why your price was going to increase.  We prepared 1 truck for your items for pickup.  We would have needed to dispatch a second truck to pickup the remaining items you added if you choose to move forward with the move.  You cancelled the move on the day of pickup.  We were there to move your household goods on the day we said with the proper crew and truck to move what the original estimate said - 939 cubic feet. 
  

  Customer Answer

  Date: 10/23/2023

  Hello,

  
  I should have responded to the company's response, but I couldn't because of a car accident. Can I file a complaint again? Or, Could you recommend other organizations that *** be able to help me?

  Let me know.

  Thank you,

  Chunki

   

  Business Response

  Date: 12/13/2023

  Date Sent: 9/15/2023 9:54:17 AM
  

  I am sorry to hear that you had a bad experience on the day of the move.  I spoke to you personally that day when the movers were at your house in Weston.  The original estimate had you at 939 cubic feet and your Article List Volume By Cu. Ft. 28 Items, 115 Pieces.  On the day of pickup the ******* met with you and did a walk through.  He also prepared a revised estimate for you because you had a lot more items than what was disclosed to us during your initial call to booking. You had over **** cubic feet and over 450+ pieces. The inventory was given by the customer on the day of booking. We tried to reach you on 6/28/23 and 7/7/23 via phone and email for a ***************** call.  This call is to go over your final box and inventory count prior to the movers showing up. You could not be reached. Nor did you return our phone calls. Please see attached emails sent to you.  You signed the Bill of Lading for Aplus Moving and Storage on 7/13/23. Please see attached.  ***** offered to fill the space on the truck that you paid for without the price changing and you could move the article remaining and you declined.  Sir, you had a lot of additional items at the pickup that is why your price was going to increase.  We prepared 1 truck for your items for pickup.  We would have needed to dispatch a second truck to pickup the remaining items you added if you choose to move forward with the move.  You cancelled the move on the day of pickup.  We were there to move your household goods on the day we said with the proper crew and truck to move what the original estimate said - 939 cubic feet.
  

  Customer Answer

  Date: 12/26/2023

   
  Complaint: 20608543
  
  I am rejecting this response because:

  The original estimate had you at 939 cubic feet and your Article List Volume By Cu. Ft. 28 Items, 115 Pieces. 
  >>> Answer: Yes, it was right.
  On the day of pickup the ******* met with you and did a walk through. He also prepared a revised estimate for you because you had a lot more items than what was disclosed to us during your initial call to booking.
  >>> Answer: Yes, it was right.
  You had over **** cubic feet and over 450+ pieces.
  >>> Answer: I disagree with the volume and the quantity of pieces because he estimated roughly, and his calculations were odd. He separated one bed, for instance, into a headboard, footboard, frame,and so on. He also complained that the chair was too large, the bookcase was too large, and the box was not a middle size. He didn't accept anything and whined about everything. As he increased the estimations, we noticed right away that his intention was to raise the price. However, we acknowledged that the quantity exceeded our expectations. We completed our move using six **boxes, and the size of the **box is 257 cubic.ft.It was a total of **** cubic.ft.
  
  The inventory was given by the customer on the day of booking.
  >>> Answer: After providing Freedom Broker with our inventory list, we signed a contract with Freedom. We printed the inventory list and showed it to the Aplus ******* as he hadn't brought it. The fact that Aplus and Freedom didn't collaborate was evidence that ***** was never interested in the initial pricing that we agreed upon with Freedom.
  
  We tried to reach you on 6/28/23 and 7/7/23 via phone and email for a ***************** call.  This call is to go over your final box and inventory count prior to the movers showing up. You could not be reached. Nor did you return our phone calls. Please see attached emails sent to you.  You signed the Bill of Lading for Aplus Moving and Storage on 7/13/23. Please see attached. 
  >>> Answer: What happened on the pickup day was unexpected. We signed and paid the deposit because we thought their moving service would be good. However, it was Aplus ********* decision to break our contract with Freedom, and I'm asking the responsibility the Freedom who signed it with ******
  
  
  Aplus offered to fill the space on the truck that you paid for without the price changing and you could move the article remaining and you declined. 
  >>> Answer: NO. THIS IS A LIE ABSOLUTELY. The ******* demanded over $10,000 for moving expenses, which was more than twice as much as our estimate of about $4,000. We attempted to negotiate with him for $6000,which is less than $10,000 but greater than $4000, but he was stubborn about refusing the amount. Subsequently, we requested that only the boxes and objects included in the original quotea 939 cubic with 115 boxesbe moved. But once more, he rejected our suggestions. He only wanted that we pay more than $10,000 without any further conversation. We didn't have as much money as he requested, therefore we couldn't comply with his request.
  
  Sir, you had a lot of additional items at the pickup that is why your price was going to increase.  We prepared 1 truck for your items for pickup.  We would have needed to dispatch a second truck to pickup the remaining items you added if you choose to move forward with the move. 
  >>> Answer: No. ******* brought a big truck. It looked like 26 feet and the load space is up to **** cubic.ft. At first, he said that one-third of the truck's space could carry everything. We didn't need a second truck. We have never heard him talk about the second truck. Again, we completed our move using six **boxes, and the size of the **box is 257 cu.ft. It was a total of **** cubic. ft. Because we put our items in the **box ourselves, we needed six **boxes. If there was an expert moving person, five **boxes and **** cu. ft. would have been enough.
  
  You cancelled the move on the day of pickup.  We were there to move your household goods on the day we said with the proper crew and truck to move what the original estimate said - 939 cubic feet.
  >>> Answer: NO. It is completely untrue. We requested Aplus to load the initial estimate of 939 cubic feet. The person who turned it down was the Aplus *******. With both of our consent, our last conversation was recorded and it was attached.
  Aplus and Freedom's fraudulent activities destroyed all of the schedules that were set up after the move, even though there were many schedules in ******* and Georgia. We canceled our other appointment, postponed our relocation, and had to quickly find another moving company.
  Since Freedom wasn't answering our calls right away, we texted him. However, no one responded. We made multiple attempts to contact Freedom after we moved, but they didn't pick up. My wife called Freedom on her phone when my phone got blocked, and she was asked to provide the report via email. However, that was the final call that connected, and after that, we never heard back. They purposefully blocked our phone.
  Therefore, we request a return of the down payment of $979.40 and $5,000 in compensation for physical, mental, material,temporal, and other damages and losses incurred while using another moving company. Therefore, we strongly insist that the total amount of $5,979.40 be paid. This amount is negotiable, but if you refuse, we will take your company to court.
  
  Sincerely,
  
  *************

  Business Response

  Date: 01/03/2024

  Hello Sir

  You were only asked to pay for the space that you would be using on the truck and you were told we could take the original estimate with no changes.  Its a policy that we offer that space to every customer without the price changing.  You did refuse that offer.  You clearly had more items than disclosed and you did not update your inventory prior to pickup. 

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 20608543
  
  I am rejecting this response because:

  You, Freedom Express Moving (Freedom), keep lying. You probably knew that most of what you first denied was a lie and that the volume issue was also incorrect. We also asked them to only carry what was initially quoted, but ******* refused. Please listen carefully to the recording file. We then asked ******* to load only one quarter of the truck (939 cubic feet) into the truck, but ******* refused. Also the ******* did not have the list of items we provided and confirmed with Freedom and I had to show him the list. This evidence proves that Freedom and Integrity *** Lines D.B.A. A Plus Moving (A Plus) are not partners.According to the attached documents, we signed a contract with Freedom for 29 items and 117 pieces. However, A Plus only has 939 cu.ft, and the quantity and pieces of product are not listed.
  Also, in this case, only one bed frame is specified.However, ******* defined the bed frame as a different piece from the header border. This constitutes A Plus' violation of the contract we initially entered into with freedom. Also, we originally signed a contract with freedom, and this original contract takes precedence over the contract with alpus. I don't understand why we have to sign a contract with A Plus again. This suggests that Freedom is a typical down payment consuming company and is a fraudulent company that passes the moving money to A plus.
  
  
  You have failed to provide any basis for your claims. And ******* even made personal attacks on us as Asians. We can disclose the recorded part if we go to court. And this part can lead to criminal charges for racial disparagement. He can represent your company because he has a contract with your company. Therefore, you are ultimately responsible for racially denigrating attacks.
  
  I think that Freedom is a fake company and does not even have a single truck. If you have one, please attach the registration certificate. you are doing low-quality business by subcontracting to a company that owns other trucks, and you are forcing the subcontractors to commit crimes by slashing their prices. These companies may seek punitive damages in the form of fines in court.
  If this type of fraud is tolerated, it will cause great social disruption, and a court ruling requiring punitive damages to be dozens of times the basic damages is necessary. Additionally, many of your company's current BBB actions can be referenced in court.
  Since claims without evidence can be slander, I ask Freedom to provide evidence for the claims. We hope that the money we paid will be returned to us as soon as possible. We go all the way.
  
  Sincerely,
  
  *************

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by the company to assist with my out-of-state move. I initially talked with *** who coordinated the details. He was pleasant and I was confident that I had made the right choice. The agreement was to put down $848 as a deposit to hold the truck and then the balance would be split between pick up and drop off. I needed to change the date of pick up and immediately emailed the contact ******* who I was told would be reaching out 3-5 days prior to pick up. It has been a week and I have not received a response via email, nor a phone call. I texted *** as a backup who assured me that he would change the contract and resend it to me on Monday, September 5th. I have made multiple attempts to reach someone and have not been successful even though based on the website it is during business hours. At this point, I want my money back as no one is responding. I am not confident that my experience will be any better if they are not communicative and responding to my request

  Business Response

  Date: 09/28/2023

  Please contact our office with your Job #.  I cannot find an account under the name provided.    Thank you

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BAIT AND SWITCH. I hired them on July 26th, 2023, were given promises for delivery dates, they broker to another company ****************** (who was great), and then wont answer calls or call back when you try and get them on the phone to discuss anything about the original commitment. ******* - the salesperson - apparently is out with illness. ******* is an idiot and tells you he cant help you, ***** doesnt return phone calls on his office line or personal cell - and *** - his father and owner, doesnt exist. They're a ******* based sheisty company with a random address at a building they dont operate out of. DO NOT HIRE

  Business Response

  Date: 09/08/2023

  Hello ***** - I'm sorry that you had a bad experience with our company. You were told ***** estimated business days from your first available date of delivery.  Overland picked you up on 7/30/23 and your items were delivered on or by 8/23/23.  You are more than welcome to call the office at ************** to discuss this situation further.  *****************

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20509199
  
  I am rejecting this response because:  That NEVER happened.  ******* who worked for Freedom Express sold me on them matching the date of the other company I had already hired and I made my decision based on the date.  The owner responding now was NOT on the call, committed to listening to the transcripts so he could provide documented proof of what ******* said and still has not done that or there would be nothing to debate because he would hear what ******* said after the fact.  Now, he can say whatever date he wants to cover his back but he was not part of the conversation.  My wife and I planned a cross-country trip that coincided with our delivery date from Freedom Moving Express.  Ask for ******* or *** and have them play the transcript for you and you will see the same thing.  Now, right after the fact, ******* is no longer available to speak to me and I have to go through ***************  ************ is a complete scam.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/19/2023

  You can contact this office at ************ and we will work to get this situation settled.  Thanks!

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20509199
  
  I am rejecting this response because:

  I called your office dozens of times when you misled me and you consistently said ************* would call back   It seems hundreds of customers have had the same issue with you, landmark moving and storage and gateway moving and storage.   You guys failed short of your commitments, sold me on a product and time frame and refused to help when that commitment fell short.  I have incurred real losses as a result of your misrepresentations for a delivery on august 13th that came around 10 days later.  ******* said hed listen to the calls so if he did he would know what commitments I was made rather than empty promises to call back  ***************** is an awful business person and others need to know.

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I first contracted with Freedom Express on 8/15 with *********************, who quoted our move from ******* to ******* at $3.37 per cubic foot, totaling $2329.87 for 428cf. He estimated this cubic footage over the phone after asking for a list of items we're moving. He had us pay $829.87 on the spot as a deposit. The way he was hurrying to close the deal left a bad taste so I decided to look up more reviews. Multiple reviews stated that this company underestimated the cubic footage so that they can give a low quote and then tack on additional charges once they had all your stuff. To avoid this, I manually calculated how much cf we would need and decided to add 200cf. We called to get an updated quote and ***** talked in circles about how he couldn't update the quote but he PROMISES the price will only go up by $3.37 per cf. We asked explicitly if labor or other fees would increase too and he said NO. We still wanted a written quote, so we got bounced to ***** and then *******. ******* made a big deal about how QA calls with him usually happen 3-7 days before the move (i.e. when it's too late to cancel). He said the new total for 628cf is $3491.49, an increase of $1167.62, instead of $674 (3.37200). At this point, we had completely lost trust in this company for lying to us so on 8/18 1:47pm, we sent in a written notice to cancel our reservation and ask for a refund. This was within the 72 hour period for cancellations with 90% refund per their contract. They confirmed they received the cancellation notice, but have since been completely unresponsive when I ask about the refund. Our account number is *******. We would like a refund as soon as possible. Thank you.

  Business Response

  Date: 08/25/2023

  Hi - this is the first time I am hearing about the issues you may of had and I'm sorry.  If you would like to discuss further you can contact me at **************.  After reviewing your file it seems that one of our Supervisors has been in contact with you in regards to your refund.  You were advised it will be sent out to you on 9/1/23.  You agreed. See below for email communication.

   

  Cancel Move #******* - ******* to ******* 9/5
  External
  Inbox
  
  ***************** <*****************>
  Aug 18, 2023, 1:47?PM (7 days ago)
  to me, *******************
  
  Hello,
  
  This email serves as our written notice of cancellation for move #*******. The original quote was signed on 8/15 at 5:48 pm EST so this notice is within the 72 hour cancellation period. Please let us know what the timeline is for receiving the refund on our reservation fee less the 10% charge enumerated in the estimate.
  
  Best,
  
  *****************
  
  *****************
  Aug 18, 2023, 2:53?PM (7 days ago)
  Hello, Could you please confirm receipt of our notice of cancellation? Thank you,*****
  
  Support Freedom Express
  Aug 18, 2023, 3:37?PM (7 days ago)
  Yes, we received it. Thank you! Support Team
  
  *****************
  Aug 18, 2023, 3:45?PM (7 days ago)
  Thank you. Please let us know what the timeline for the refund is. Thanks,*****
  
  *****************
  Aug 21, 2023, 1:58?PM (4 days ago)
  to me
  
  Good afternoon,
  
  I hope you had a great weekend. Could you please let me know what the timeline is for the deposit to be refunded?
  
  Thank you,
  
  Dahae
  
  
  Support Freedom Express <[email protected]>
  Aug 23, 2023, 10:41?AM (2 days ago)
  to Dahae
  
  Hello ********** - 
  
  We have received your cancellation and your refund will be processed at the beginning of the month.  September 1, 2023.
  
  Thank you,
  
  Support Team
  
  
  *****************
  Aug 23, 2023, 11:20?AM (2 days ago)
  Good morning, Thank you for your response. Will the refund come as a check or a direct deposit? Thanks, Dahae
  
  Support Freedom Express <[email protected]>
  Aug 23, 2023, 1:09?PM (2 days ago)
  to Dahae
  
  Good afternoon Ms. ***** - 
  
  Please provide your address and we will mail  a check out to you.  I will send you confirmation once the check is in the mail. 
  
  Thanks
  
  
  *****************
  Aug 23, 2023, 1:53?PM (2 days ago)
  Good afternoon, Please send the check to: Dahae Lee2439 ************. #1Chicago, ** ***** Thank you,*****
  
  *****************
  Aug 23, 2023, 1:55?PM (2 days ago)
  to me
  
  Could you please confirm the amount of the refund as well?
  
  Thank you,
  Dahae
  
  
  Support Freedom Express
  1:00?PM (2 hours ago)
  to Dahae
  
  Hi Dahae
  
  The refund amount will be $1106.89.
  
  Thanks!
  
  
  Support Freedom Express
  1:03?PM (2 hours ago)
  to *****

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20508506
  
  I am rejecting this response because:

  Per Freedom's response, they should have sent out the refund check and emailed with a confirmation. I have received no communication from them at all, despite two attempts to verify the check had been sent today. 

  
  Sincerely,
  
  *****************

  Business Response

  Date: 09/14/2023

  Hello ********** - I apologize for the late response.  The finance manager is out of the office until 9/18/23.  I cannot confirm or dent the refund has been issued until he returns.   I will give you a call next week to verify the refund was sent. 

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20508506
  
  I am rejecting this response because:

  Nobody from Freedom Express has made any effort to contact me despite my numerous attempts over phone and email for over a month. They have explicitly refused to return my refund unless I remove my complaint, which is not possible per BBB policy. I have filed a report for extortion per BBB's own advice as they are illegally refusing to return my money. 

  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company told nothing but half truths and flat out lies. They stated that once our household goods were packed, it would take 7 to 10 business days to deliver. They never once mentioned they were a broker. They hired Overland to ship. We shipped on the 29th of july and still havent seen anything. Freedom Express wont answer my calls or return any. Overland now says they have 30 business days to deliver. In the mean time, I am 65 years old sitting on lawn chairs and sleeping on an air mattress. My husband is 100% disabled veteran istuck in **** alone. They frauded **. I cant go get my husband because I would have a one day delivery date once they deliver. If I had known they were a broker, I would have never hired them. They need shut down.

  Business Response

  Date: 09/05/2023

  ************** booked her move with us on 7/10/23 and her items were picked up on 7/29/23.  The client listed her first available delivery date as 8/4/23.  Items were delivered on 8/27/23.  ************** signed the Bill of Lading on 7/26/23, 3 days prior to the pickup.  The Bill of Lading listed ****************** as the carrier. We never the customer. My Dispatch manager stayed in contact with ************** throughout the move up to the delivery.  See attached documents.

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20503150
  
  I am rejecting this response because: when in contact with Freedom Express, they assured me that my property would be delivered **** days after pickup. I called them and let them know I would be in ******* for delivery on the 4th. Freedom express told nothing but lies and half truths up until they started refusing my phone calls and never returned calls. Ok lets get to the bill of lading. Yeah, stupid me didnt read the fine print..they have 30 business days. Stupid me, I trusted a veteran owned company to be honest with a veteran wanting to give them business. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/15/2023

  This customer was delivered to in a timely manner.