The complaint has been investigated and
resolved to the customer's satisfactionResolved Nationwide Express Moving And Storage — Awful company
resolved to the customer's satisfaction
Nationwide Express Moving and Storage was one of dozens of companies that contacted us for our long distance move from Los Angeles, CA to Raleigh, NC. They were unique, however, in that they were one of the few to actually send people over to take a look at the apartment to generate a quote. Mark Fradkin and his supposed son Markus (I say 'supposed' because they look nothing alike, and Markus referred to his dad by his first name a couple of times) looked over everything and gave us an initial quote which undercut the best online quotes we received by almost five hundred dollars.
We were assured that everything would go smoothly, that he had been in the business a long time, and that he was a member of the BBB. We were also told that he used all in-house workers that were trained by him, and that he had his own fleet of trucks. Finally, Mark said that the entire move would take between 7-15 days of transit and 31 days at the worst case scenario, and should it take longer than expected, he would then owe the clients money.
After I looked the company up on the internet, I find a complaintsboard for one of the same name, along with several rebuttals by Mark Fradkin. I called him up about this and he said that the lack of responses meant that they had the wrong company with Nationwide Express on it. The address listed on the [redacted] differed from the company address on the estimate, and there were almost a dozen other moving companies with 'Nationwide' in their name on another moving review site, so we gave him the benefit of the doubt.
From the moment Nationwide Express Moving began the move up until it was delivered, they failed to perform by the terms laid out in their contract. They picked up our stuff on the third week of July 2008, and it took over 7 WEEKS for delivery - finally arriving at our new location in mid September.
They arrived at our old apartment with a rented Budget truck, and the ones who performed the load were a couple of Mexicans that barely spoke any English. After a misunderstanding with them (they wanted us to sign paperwork and wouldn't allow us to make copies for our own records) one of the dispatchers called us back, acting as translator, and was rude and unprofessional throughout the entire process.
What the company failed to inform us about was the fact that the 7-15 day window meant that this was the approximate length of time for transit AFTER the company had secured space from an affiliated shipping company. The 31 day limit passed with Nationwide Express citing the storms in South Florida along with bad weather all over the continent as an excuse for the wait. We were told that we would receive a credit on our account for the extraordinarily long wait.
We made well over a dozen phone calls to the company for a status update, more than half of which went unanswered. Those that were picked up were met with hostility, promises to call us back which never happened, and hang ups. The cell phone number that Mark Fradkin gave to us on his card eventually became disconnected.
After doing further investigating, we find a new profile of them on the BBB which states that they are not officially registered under the Bureau, when Mark Fradkin told us several times that he was and has it listed as such on the company website. All the complaints mirror what is written above, including the previous [redacted]s - and yet the company responds with rebuttals for everything. After driving to locate their offices in person, we discovered that some of the addresses printed on their paperwork lead nowhere.
The last phone call we made was during the last week of October 2008 to inquire about the credit to our account. It has been nearly 2 months since we received our items and we are still waiting for our refund.