ComplaintsforD&H Express Moving

• Initial Complaint

  10/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I would like to make a claim that I am currently living a nightmare of not getting my items delivery for my move from ***** to *******. My items were picked up on Sep 27th and was supposed to be delivered on October 3rd. It is now October 22, and I still have not received my items. I have called and spoke to ***** and he has basically ghosted me several times. I've had use to other people's phone for him to answer and then he would tell me lies about the truck broke down, then the drivers are on the way, they can deliver late at night (passed the 9:30 pm window), most current one, they are in your area and the driver should call you in an hour. No call and ***** has ghosted me again. I still have no idea where is my ***** or has it been stolen. I don't know how a company can operate like this and still stay in business. As of date: 10/22/22, I have not gotten a resolution.

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Feb 2022: engaged with out of state broker to have my items that were already in storage moved to mover's storage facility to await my June 4 move date March 2022: items were picked up a week late, resulting in my having to pay additional storage fees May 21 2022: Confirmed delivery for June 4 June 4 2022: no delivery, mover would not respond to my texts All of June 2022: mover was not responding, apparently he had 30 business days to deliver, per DOT July 2022: truck broke down, bad weather, truck broke down again, someone else had to have delivery before me...several of the weekly reasons why my things were still not delivered. My son and I were sleeping on the floor and had nothing in our apartment August 2022: I began replacing furniture that was necessary (beds, kitchenware, etc), giving up hope that my furniture would ever arrive. I engage with a lawyer to sue.September 4 2022: mover shows up and makes up claim for over $4k, when the balance PER CONTRACT was $1,679. If he had additional fees, he was to submit them in writing within 3 days of picking up my items (back in March). He additionally owed me for holding my things for 90 days + past my requested delivery date. He coerced me to pay my contracted balance in full, but only delivered *some* of my items, i additionally paid for a baby grand piano to be delivered, this was not delivered, but I paid nonetheless. Had to call the cops to moderate with the mover. The mover made harassing comments such as "Don't be fooled by a cute face, she has a smart mouth..."October 18 2022: I still don't have the rest of my things, the mover stated that I must pay an additional **** now to receive the rest of my items. This is so wildly in breech of contract and so dishonest, I genuinely don't even know where to begin to address the level of audacity and insolence that I've had to deal with. I suppose I am privileged that I can't even begin to comprehend what kind of person behaves in this manner.

• Initial Complaint

  03/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We used this company to move from Chicago, IL to Mount Holly, NC. Upon delivery of our furniture they tried to increase pur price stating they needed to get an extra storage unit to store our items and that gas as not imcluded. We owed them $2,000 upon delivery and they tried to say we owed $6,000. We negotiated down to $5500 as they wouldn't release our items without payment. Once the items were unloaded we found almost all of our large pieces of furniture were damaged, several home decor and kitchen items were broken and at least 2 of our boxes with items are still missing and haven't been delivered. The movers also stored our lawnmower upside down in the truck and oil spilled all over many of our items, the truck and our brand new driveway. We have made several attempts to contact the owner, we sent photos of all the damage and asked for the owners insurance information. The owner has not sent insurance information and will no longer return our calls. At this point all the furniture we shipped down is damaged and we are at a huge loss.

  Business response

  04/13/2022

  Sorry for the inconvenience. Sorry for missing your calls or text you got understand I have 100+ calls a day where and I don’t know who is calling or I forgot . I’m forty for this please email me at *************************** with the pictures and documents and I will send you the damage paper. Thank you and sorry once again

  Customer response

  04/19/2022

  Complaint: ********
  
  
  I am rejecting this response because:I reached out to the moving company as directed in their response and I still have not received anything from the vendor as promised. The vendor has not responded to me.
  
  
  
  
  Sincerely,
  
  
  **** *****

  Business response

  04/28/2022

  I tried to reach out to this customer and I told the broker to try to reach out to him and they said it wasn’t successful
  

  Customer response

  04/30/2022

  Complaint: ********
  
  
  I am rejecting this response because:We the customer, received no calls or emails from this vendor or anyone affiliated with the moving company.
  
  
  
  
  Sincerely,
  
  
  **** *****

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/14/2021 I did a google search for long distance movers on my computer. 5 minutes later my cellphone rang and I found myself talking to **** ***** the lovable recovering xanax and vodka addict salesman from "Safeship" who set me up with movers from "DH Moving" who carried an insurance policy with "PLSclaims". To make a long and torturous story short. It took 3 hours for **** to hoodwink me out of 1,200.00. They called me prior to my move day they wanted to come 5 days early. The man, who said his name was *****, I was driving on the interstate at the time, on the phone "*****" spoke clear, unbroken English with no accent. I saved his number. *** and his partner called the night before the move. I told them I would meet them the next morning that I was leaving my vacation early and driving through the night to do so.to be there by 8:00 am as specified. At 7:30 they called and said they were on the way from the hotel they had stayed at in town the night before. At 9:30 I called to tell them I was going for coffee and they had 30 minutes to be at my house or the deal was off. They called back and quelle supris? they made it. That is when *** looked at my estimate surveyed my belonging, forgot English was 2nd language, and began his sales pitch. Suddenly my move was going to cost $6,000. He never got the opportunity to say if that was total or one way. I asked him to leave. He back pedaled. I told him like I told **** the most I was willing to pay him, what I had budgeted. He took my cash. He would not take the things on my moving estimate, my list of cargo as outlined in the document he refused many of the items such as my dining room table, 2 china cabinets, outdoor benches (3), lawnmower, washer, dryer, lawnmower, king size bed, 2 tables. They lodged my grandmother's sofa in my door, I called "*****" he told me to call "safe Ship" who told me to file a claim with "*****" and that was when who is one first began. I discovered new damage each trip to storage.

  Business response

  11/11/2021

  My insurance lady is dealing with you. We can’t talk directly because you are not polite and you threaten people so please message my insurance lady and we will go there there please and thank you 

• Initial Complaint

  10/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My furniture was supposed to have been delivered on the 24th of September. I still don't have it. When I call, they sometimes answer, but sometimes they don't. When they do answer, they give me the runaround, telling me that it would be 7-10 days. I called their headquarters and they told me also it would be another 7-10 days. I paid them over $2000 already. They just can't seem to give me an estimated time of arrival for my belongings. They have told me previously that the truck will be here on a certain day, and it doesn't show up. I have had to go out and purchase furniture to get by. I have receipts for what I've had to purchase out of pocket.

  Business response

  10/22/2021

  Due with Covid going around and people sick or trucks  breaking down stuff happens when we lease accept it but your stuff was delivered and I’m sorry for the delay but I informed all the details to the broker and they were suppose to pass it on to you. 

  Customer response

  10/25/2021

  Complaint: ********
  
  I am rejecting this response because: I have not heard from them and they will not answer my calls.  They still have my items. 
  
  
  
  Sincerely,
  
  ***** *******

  Customer response

  11/10/2021

  Complaint: ********
  
  I am rejecting this response because: the response is all lies.
  
  
  
  Sincerely,
  
  ***** *******

  Business response

  11/10/2021

  Good afternoon I just Got your letter in the mail regarding this customer. From day one before pick up we ran in to issues so I got the job from an broker and when I picked up the job they informed me that it has storage and once I picked duo the job I stored it and I told the broker and the customer to call me when she is ready. When she was ready she called the broker and not me. She says that she called me but I haven’t received it. The broker reached out to me and I told them I will let them know when I will be out with her stuff. Due to an family emergency and my employees ended up getting Covid from an customer I had my company down for like 2-3 weeks because I needed everyone to get better and come back negative. I guess there was an miscommunication with the broker and all of us and she in her mind thought someone stole her stuff . I called her today again and I told her I am ready to delivery and I have her finally balance and I am only charging her for one month on storage bevaue the second month with mine company faults because with everything going around. She hung up the phone on me and said she got time on her hands and she can plan these games. I want everyone to understand in the loving industry it gets so busy where yes I tend to forget stuff and I’m sorry but when an customer doesn’t want to Cooperate it makes mine job so much harder. I’m sorry for this and I am doing everything to fix this his but I will handle it I just wanted to inform you guys also. No one wants her stuff we want it delivered and that’s it . Have a great rest of your day and god bless 

• Initial Complaint

  09/16/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This is for the move completed on July 31, 2021 in Lexington, KY. Between the broker (Express Moving Consultants) and D&H Express Moving LLC, the total cost of the move was over $7,000 . Mover was 4 days late on pickup, and 4 more days late on delivery, for a total of 8 days late. They would not return my calls for days at a time when I was trying to find out when pick up and delivery would occur. Worst customer service ever. There was extensive damage to furniture- broken headboard, broken leg on cedar chest, rubbing on dining table and chairs, rubbing on curio cabinet; total repair cost was $1521.10 . They also lost a $500 electronic box for the TV.

  Business response

  09/28/2021

  Okay sorry for your experience but when it comes to damages and missing stuff email me I was out the office due to family emergency. We were late to your pick up because the original company that had your move kicked your job back to the broker and they called me and asked me can I do it I emptied to them that I would run an little late because I had to finsh the prior customers that were before you. When it comes to delivery we legally have and you signed it off on our paperwork 21 business days to delivery your stuff. So we were not originally late.

  Customer response

  10/04/2021

  Complaint: ********
  
  I am rejecting this response because:

  The response to my BBB complaint by D&H Express Moving indicated that I should email them regarding the $1500 worth of damage to our furniture and $500 electronic box that is still missing.  Not surprisingly, I've received no reply to my email.  Apparently, I won't be receiving the $0.60/lb for which I thought I was insured per the contract.  I guess it's just too much trouble for them. 
  
  Sincerely,
  
  **** ********

  Business response

  10/05/2021

  I haven’t got no email and yes once I receive the information I need I pass it down to my claims department and it’s going to be .60 cents per pound how much the item weights. 

  Customer response

  10/05/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  The prior response asked that I send an email detailing the damage, but he had not provided the email address.  So I looked at one of the other BBB complaints by another person where the business owner replied in a similar fashion suggesting that the complainant use the following email address:  [email protected].  I sent an email to to that address on Sept 28, 2021.  It was not rejected as an invalid email address, so I assumed that he received it.  If there is an alternative email address, please provide it.  Thank you.
  
  Sincerely,
  
  **** ********

  Customer response

  10/11/2021

  This guy ("*****") has lied to you, and I can prove it.  In his response of 9/28/21, he said "...but when it comes to damages and missing stuff email me I was out the office..."

  
  

  So I emailed him that same day per his own suggestion.  That email is below.  I have never received a response that email.  His response to you on 10/5/21 started "I haven’t got no email..."  Clearly, the evidence below contradicts this.

  
  

  I know that I should receive only pennies on the dollar for all of that damage at the $0.60/lb rate, but he's obviously begrudging me even that.  Have you ever talked to this guy on the phone?  It is always an unpleasant experience.  They must have kicked him out of Russia (or wherever he is from) so that he can torment us.

  
  

  Anyway, please reopen this case.  I have since sent a subsequent email with the following text:

  _____

  Dear Sir-

  
  

  The weights of the items damaged during my mother's move in late July are:

  
  

  Headboard: 41 lbs

  Cedar chest: 49 lbs

  4 kitchen chairs @ 3 lbs each = 12 lbs

  Kitchen table: 11 lbs

  
  

  Total weight:  113 lbs

  
  

  Please send check to:

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

  3317 Bellefonte Drive

  Lexington, KY 40502

  
  

  Thank you for your consideration.

  Scott

  _____

  
  

  I'll be pleasantly surprised if I hear anything back from him.

  
  

  Thank you for any assistance you can provide.

  Sincerely,

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

  ----- Forwarded Message -----

  From: ***** ******** <ps********@yahoo.com>

  To: [email protected] <[email protected]>

  Sent: Tuesday, September 28, 2021, 11:09:07 AM EDT

  Subject: Damaged/missing Items

  
  

  Dear *****,

  
  

  I am replying to your response to my BBB complaint where you suggested that I contact you by email.

  So, I'm attaching the document from the furniture repair company that describes the damage and the cost to repair it all, which was over $1,500.00 .  I'm also including some photos of the damage to my mother's furniture.  

  
  

  There is also the matter of the missing electronic box for the Samsung TV.  It was attached to the TV by a cable, so I thought it would come with the TV.  The TV made it, but the box did not.  It would be more than $500.00 to replace it, so I hope that your guys have found it on the truck somewhere.  It was not left at the old house- the realtor checked for me.  The box is black with the word "Samsung" on it.  I'm guessing that it was something like 8" X 6" X 3".  

  
  

  I have 7 days to respond to your BBB response, and I would like to be able to accept your response rather than reject it, so please work with me on this.

  
  

  Thank you for your consideration.

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

  Business response

  10/20/2021

  First of all I don’t appreciate you coming here and making racist comments. Yes I did tell you to email me and I still havent got anything so what do you want me to say. I’m sorry but you want to come off and say I’m an scammer I been in business 5+ plus years and yes I have about 13 complaints in the 5 years so I don’t see if I was an scammer who you want to sit here and claim I wouldn’t be in business that long. But when it comes to damages and missing it’s 60 cents per pounds. The missing stuff we haven’t found nothing in the warehouse or truck. So I am going to call customers before you and after to check and just email me and we will be in contact.

  Customer response

  10/21/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  I have already emailed this person twice at [email protected], and he has not replied to either one.  It appears to be his modus operandi- simply tell the customer to email him with the weight of damaged items (itemized at 113 lbs in my case).  He tells you (the BBB) that he'll handle it, but he never does.  It only amounts to 0.6x113 = $67.80, which is literally pennies on the dollar for the amount of damage suffered (>$2000).  I'm sure all of the other complainants just gave up, and that is what he is counting on here.  I'll bet that he has never paid a single claim in all of the time he has been in business- not because there have been no claims, but because he just tries to wait people out, call them racist, etc.  
  
  Sincerely,
  
  **** ********

  Business response

  10/22/2021

  Please don’t assume what I have done and haven’t done. I pay mine claims. My insurance adjuster told me not to talk to you directly and we will be going threw the insurance adjuster from now on. Thank you for your time and we will be in touch soon thanks 

• Initial Complaint

  09/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted this company unknowingly through Priceline Logistics. When we contracted this company they gave us a quote of approximately $ 11,000. They moved our household goods from Winder, GA. to Albany, KY. They loaded our goods on July 5th and 6th 2021. Late in the evening after they had loaded over 80% of our goods, they informed us that because of the weight, we would be charged an additional $15,000. We had a deadline to vacate our old home on July 6th. They were informed of that. At this late stage, we had no choice but to continue. We paid them over $26,000.They were supposed to deliver our goods on July 13th. When they didn't show up we attempted to contact them by phone. They didn't respond after we made 13 phone calls. We got the Albany, KY. police involved. They finally responded after receiving a call from the police. They responded and delivered our goods on July 14th. After receiving and inspecting our goods, many items were missing and damaged.

  Business response

  09/28/2021

  I’m sorry but I want to say first of all you didn’t pay us 26,000 dollars whatever you paid the brokers we don’t get that they keep it. What every you have us on pick up and delivery. That is ours and your price might have went up due to taking up for space then you originally were quoted. Whatever they quoted you over the phone we do an visual walk three. Not all furniture is the same size or weight so they have basic weight but once we get there we only charge you what you have and take up in the truck. Due to the damages you need to email me the pictures and I will take care of it. For damages and missing stuff it’s .60 cents per pound.

• Initial Complaint

  08/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Well first I hired AAA Movers, who gave the job to D&H. I was not told this.1St. they did not show up on the date promised. I told them to store my move for 30 days. It was to be free.Idon't think it was because of the final bill. I moved June 25Th. It was to be the 24 Th of June. I called many times without return call as I didn't need the full month for storage. I talked to a man named David who told me I must give them 7 to 10 business days notice.. I called July 2, 4 & 5TH. I should have had my items by July 16 Th. They did not have lines marking the cubic feet, as I was told I would see.I called AAA Movers They said they were out of it & deal with D&H on my own. I am sure AAA Movers got a commision but I can't prove this! I told D&H I have phyiscal disabilities. They did not care as I TOLD THEM i AM IN MY NEW HOME WITH NOTHING TO SLEEP ON. When I received my goods on July 21 St. They wanted another $ 2,865.00 in cash. items missing many broke & attempted break into my safe.

  Business response

  08/18/2021

  sorry that you feel that way but first of all when you have storage we are told that's 30 days and I understand that you didn't need the whole 30 days but the first delivery date starts from after the 30 day storage ends then we have 21 business days to deliver them. I'm sorry that some days you were told we didnt show up but we have alot of trucks on the road and I don't remember who the driver was at the moment but we could have truck issues or something with employees and AAA movers in an broker that gets jobs and give them to moving company and we service it. now about your missing stuff you can send me descriptions of the items and I can refund you 60 cents per pound. the safe you know it your self when my workers were trying to move it the safe it broker the dolly and it fell on my workers and they tried to save it but trying to assume that someone tried to break in your is not nice. if you have anyone question please reach out to me at [email protected]. the final thing is about cubic feet our trucks are marked maybe the driver didn't know but you could have called me and I could have showered you on FaceTime or something but I write up invoices and I have everything explained on the invoice.

  Customer response

  08/18/2021

  Complaint: ********
  
  I am rejecting this response because: In the manner of customer service, they lied to me, packing was unprofessional, some item like my receiver was not even in a box. The safe was an attempt to break in by looking at the hinges. This company is a disgrace to the honest moving companies out there. M. ********
  
  
  
  Sincerely,
  
  ******* ********

*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. ↩