westcoastexpressmoving.com

They are dishonest, unorganized, and evasive

Based on my experience with West Coast Express Moving, I recommend that people stay away from this company. They are dishonest, unorganized, and evasive. While trying to get your business they are kind and willing to answer the phone to assist you whenever you call. However, once they have your things, everything completely changes. Suddenly, you cannot get a hold of anyone. When someone does answer the phone, they provide you with unverifiable information that will be contradicted by the next person that answers the phone. At the end of it all, they lose your items and fail to provide proper paperwork for you to get your items back or at least be compensated for your loss. My saga with this company began in early November, when my belongings were picked up by the company. As the movers helped us prepare our items for loading onto the truck, they proceeded to use rolls and rolls of tape on every box – even boxes that we had already sealed with our own tape. This may seem trivial, but when you understand that they charge you for every roll of tape and that it significantly increases your bill, you can see why they would do this. We were initially told that our items would arrive within a few days of our target date of 11/30. The company representative stated that it could take longer than that (their policy is a month) but that I should not worry as it rarely ever takes that long. I ended up receiving most of my items at the end of the third week of December. The first week of December, when I reached out to the company to get an updated ETA for my items, I had a hard time reaching the person that helped us get set up for the move, Randy, and ended up having to call several times in order to speak to someone else. To this day, Randy never responded to my multiple calls/texts. I was redirected to a person named Kenny, and each time I called he told me that he would call me later that day or the day after with an estimated ETA. He would never follow through, so I kept calling day after day, and the story remained the same. Each time we spoke that first week of December, he also told us that the items would arrive by the end of the week, i.e. Saturday, 12/7. Even up to when I called on Friday 12/6, he assured me that I could still expect my items by Saturday, 12/7. The items did not arrive on 12/7. A week went by with me not knowing where my items were and when they would arrive. During the second week of December, I was told the items were on the truck and that I could expect a call from the driver on 12/11 or 12/12. The driver never called or texted. When I called Kenny and informed him that there had been no communication, he acted surprised. On Thursday of that same week (12/12), a woman ended up answering my call and she told me that my items had never left the state of origin. The lack of organization and poor communication made the whole experience awful. Also, they use a third party for deliveries, something that I was not informed of. When I submitted claims for my missing items, I had to wait weeks only to be told that West Coast Express ended their contract with the claims company, so we would have to go back to them if we wanted a resolution.

Date of experience: Dec 19, 2024