Administrative Record
Case Summary
This record summarizes a consumer-reported moving complaint and the available supporting documentation.
Procedural Status Tracker
Customer’s Story
First, over charged and lied about the amount of room my things took on a truck. Once delivered, and made mention of how there was a discrepency in the amount of room, I was ignored. Then, there was A LOT of my things missing. (Back story – Alex joked on day of pick up how his wife would love to have boxes of shoes like I had – KEY WORD HAD) because once my things were delivered, I was missing several boxes of shoes along with other items. I tried reaching out to Alex and he would never take my phone call. until after I filed a complaint with the company. Then, all of a sudden on Christmas Eve he is blowing up my phone wanting to talk because he wants me to retract my complaint otherwise he will not get his Christmas bonus and we could talk about the issue after Christmas. All he cared about was getting his bonus. He really did not care about my issue or my missing items. I told him I wanted my missing items. All he wanted to talk about was me retracting the complaint so he could get his Christmas bonus. I was dealing with a family death and spending time with my family on Christmas Even. He tried calling and texting for hours. I told him I could not talk to him and he did not care. He only wanted his bonus. I WANT MY STUFF!!!!!
Supporting Documents
Company Responses & Updates
This section documents any responses or updates from the moving company and the U.S. Moving Protection Organization. Responses are published as received and do not imply resolution or admission of fault.
Company Response
Express Van Lines’s Response
Awaiting Response
We have reached out to Express Van Lines and are awaiting their response. This section will be updated when a response is received.
Company notified on December 29, 2025.
USMPO Response
U.S. Moving Protection Organization’s Response
Active
Thank you for submitting your complaint to the U.S. Moving Protection Organization (USMPO). We are very sorry to hear about your experience and want to first acknowledge how distressing this situation sounds—especially given that it occurred during the holidays and while you were dealing with a family loss.
Based on your report, your concerns fall into three serious areas:
-Discrepancies in the amount of space used and final charges
-Missing household goods, including multiple boxes of shoes
-Unprofessional and inappropriate communication following your complaint
We want to be clear about USMPO’s role:
USMPO acts as a neutral consumer protection organization prevent moving fraud and optimize the customer experience . Our objective is to help you recover your missing property or reach a fair resolution, while also identifying breakdowns in the mover’s process so these issues can be prevented in the future.
What We Are Doing Now
Your complaint has been formally logged and escalated within our system.
We have notified Express Van Lines and requested a written response addressing:
The inventory discrepancy
The missing items
The conduct and communications you described
We are requiring documentation, not verbal explanations, so there is a clear record.
What Happens Next
Once the mover responds, USMPO will review their explanation against your complaint and the applicable consumer protection standards.
If missing items are confirmed, we will push for one or more of the following outcomes, depending on the facts:
-Recovery and delivery of the missing items
-A formal lost-item claim resolution
-Financial compensation consistent with the contract and federal guidelines
Regarding the Communication You Experienced
We are especially concerned by your report that you were pressured to retract a complaint for the sake of an employee bonus, particularly during a time of personal hardship. That type of communication is not acceptable, and we will be addressing this directly with the company as a process failure that requires correction.
What We Ask From You (Optional but Helpful)
If available, please keep or upload:
-Your inventory list
-Any photos taken before pickup or at delivery
-Any text messages, call logs, or voicemails related to this issue
These materials can significantly strengthen our ability to advocate on your behalf.
We understand your frustration, and we want you to know that your complaint is being taken seriously. Our priority is helping you recover what is rightfully yours and ensuring accountability throughout this process.
You will receive an update as soon as Express Van Lines responds. In the meantime, if you remember additional details or locate supporting documentation, you may reply directly to this email.
Sincerely,
U.S. Moving Protection Organization (USMPO)
Consumer Advocacy & Dispute Resolution Team
How to Avoid Similar Moving Scams
- Take detailed photos of all items before packing
- Purchase moving insurance or verify your existing coverage
- Document the condition of items before and after the move
- Read the contract carefully, especially liability limitations
- Pack fragile items yourself when possible
- Keep an inventory list of all items
Frequently Asked Questions
What should I do if my items are damaged during a move?
What should I do if my items are damaged during a move?
More Information & Additional Resources
Similar Damaged Items complaints: Keystone Movers will not pay damage claim per contract and they under estimated move cost, Damages in move
For more information:
The U.S. Moving Protection Organization is an independent trade organization and consumer advocacy entity, not a regulatory agency. USMPO cannot impose fines or legal penalties. This complaint represents a personal consumer experience reviewed for authenticity but not fully verified. Filing with USMPO does not replace filing with FMCSA, state Attorney General, or law enforcement. Consumers are encouraged to file with all appropriate authorities when fraud or serious misconduct is suspected.
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