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:04/17/2025

  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.

  On initial call the company quoted $4000. Took deposit of $1918.07 on 4/10. Turned around and came back on 4/16 demanding more money. The company was not upfront or honest about the fees. The contract is immoral and unethical.

  Business Response

  Date: 04/22/2025

  Thank you for the opportunity to clarify the details of your booking and the changes that occurred leading up to your cancellation.
  

  You booked services on April 10, 2025, for a move scheduled on April 19, 2025. At the time of booking, you provided an inventory, which resulted in an estimated 598 cubic feet of space being reserved. On April 16, you submitted a significant revision to your inventory. As a result, your space reservation increased to 858 cubic feet.
  

  It's important to understand that when items are added to an inventory, the overall space requirementand therefore, the costwill naturally increase. These updates must also be communicated to the driver and moving crew in advance to ensure proper planning and accurate pricing at pickup. This process avoids unexpected costs and delays on the day of service.
  

  We understand pricing changes can be frustrating. However, as outlined in the signed estimate and terms of service, the initial quote is based on the overall estimated space. Please be assured that we strive to operate with full transparency and integrity. Our agreements and processes follow industry standards and are designed to clearly communicate how estimates are formed and under what conditions they may change.
  

  Following the adjustments made, on April 17, you canceled your move via email. Our management team made multiple attempts to contact you by phone to discuss the cancellation and explore a possible resolution, leaving several voicemails. We also followed up with an email explaining our intent to address any concerns. You responded by stating that you did not wish to engage in further discussion.
  

  While we regret that we were not given the opportunity to speak with you directly and work toward a resolution, we hope this explanation provides clarity regarding the reason behind the increased estimate.
  

  Should you wish to revisit this matter or have additional questions, we strongly encourage you to contact our management team, who remain available and committed to assisting you.

  
  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23216629
  
  I am rejecting this response because:
  
  Items were missing from the original quote due to an error on intake form by ***. He verbally stated which is still considered a contract. It was his error that it wasnt in the written contract agreement and he verbally went over the contract before it was signed. The cost increased by $6000. That is outrageous and unheard of! From the original call, information about the space needed should have been more in depth. I feel that with all the information regarding items, the company knew that the space quoted was not going to be enough and therefore had knowledge of how to work around and cheat the customer out of paying more money for more space which ended up only being two more feet! 
  The full refund is what I am expecting and will not settle for less. The company lacks integrity, honesty, transparency and verbally insults its potential customers. I the customer, am protected under the California Consumers Legal Remedies Act. There are over 200 claims of fraud from this company. The *** protects against companies like you who defraud consumers like myself. 

  Taking advantage of military service members and their families is disgraceful. 
  Sincerely,
  
  ****** ***********

  Business Response

  Date: 04/23/2025

  Thank you for your continued correspondence. We have thoroughly reviewed your file, including the estimate, signed agreements, and all recorded communications with our team.
  

  Your original estimate was based on a space reservation of 598 cubic feet, resulting in a quoted move cost of $4,072.00, for which you paid a deposit of $1,918.07 on April 9th. In order to ensure complete accuracy, our management team reviewed the initial intake call you and your husband had with our moving coordinator. The inventory list you provided during that call was used to generate the original estimate, which was emailed to you, reviewed, and signed by you. As clearly stated, customers are provided a ******* window after signing to cancel services and receive a refund of their deposit.
  

  During the mandatory follow-up call conducted a few days prior to pickup, you and your husband disclosed an additional 46 items not listed during the initial intake. These included, but were not limited to, headboards and footboards, a bow and arrow with cases, a massage table, box springs, a toy chest, a wet bar, additional bins, and a spice rack. The addition of these items increased your total space requirement to 858 cubic feet, raising the total move cost to $6,829.25.
  

  Please note, the cost adjustment was not an increase of $6,000, as claimed. This was a proportional and contractually valid revision based on the substantial number of added items and space required to safely transport your belongings.
  

  We would also like to draw your attention to the first page of the estimate you reviewed and signedtwicewhich clearly states in the first paragraph:
  Thank you for choosing Coastal Moving Services, LLC. We are happy to provide you, the Customer, this estimate based on the specific list of items and services you requested at the time this estimate was prepared. This BINDING estimate is based upon the specific items to be moved and services ordered as listed on the estimate. Your estimated price will not change unless you order additional services, add additional items to be moved, or additional cubic feet or weight to be moved which are not specifically listed on this estimate.
  

  Our company follows all applicable federal and state guidelines, including those outlined by the ******************************************* (*****) and the California Consumers Legal Remedies Act. We strongly refute any suggestion of dishonesty or manipulation. Our team has acted with professionalism and transparency throughout your move. Allegations of fraud or unethical conduct are not only unfounded, they are inconsistent with the documentation and recordings we have on file.
  

  We understand that moving can be stressful, and we regret any frustration you may have felt during the process. However, based on the services rendered, the time and labor expended, and the contractual terms you agreed to, a full refund is not warranted or justified.
  

  That said, in the interest of good faith, and to bring this matter to a close, our billing department is offering a refund of $550. This amount reflects our commitment to customer satisfaction and a resolution, despite the services having been rendered in accordance with the agreement.
  

  Additionally, we were not made aware of any military affiliation prior to or during service; however, we treat all our clients with the same level of care, understanding, and diligence.
  

  
  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23216629
  
  I am rejecting this response because:

  In the initial call we stated we were Military. There is no applicable justification why you should keep my deposit. 
  

  The said fees were not clearly disclosed nor were erroneous handling fees stated anywhere in the documents nor verbally. Then a fluctuating dollar amount for said handling fees is sketchy.

  The 203 accounts of fraud noted by the BBB against your company speaks volumes. 

  The full $1918.07 is respectfully requested. If received, I will refrain from posting on Yelp, Nextdoor, Military websites, ********, Nextdoor and ****** about the ill intentions of this company.

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

  Customer Answer

  Date: 04/23/2025

  I do not feel that the business made a good faith effort. I would like an itemized detailed breakdown of rendered services by cost to justify the cost.

• Initial Complaint

  Date:04/09/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  On March 13, 2025, we contacted Coastal Moving Services to move our belongings out of state. We were quoted $2278. We paid a deposit of $964, with two payments of $657 to be paid at the time of pickup and the delivery of our goods. Today, April 9, they company called us for an itemized list of our belongings. When we were done giving him the list, he informed us that our price was going to be raised to over $5000, because our things took up more space in the truck, even though we were told we were getting a 26' truck to haul our belongings. No one ever told us that we were only allotted so many square feet of space for our things for the original quote. We cannot afford the extra cost, so we have cancelled the move, but they are refusing to give us our refund, even though they have not done a single thing to warrant keeping our deposit. Phone calls is all the contact we have had. I am requesting assistance to help recover our deposit.

  Customer Answer

  Date: 04/09/2025

  The original date of the contract was March 13, 2025.  The problem actually occurred on April 9, 2025 when they told us our cost would be double what we contracted for.

  Business Response

  Date: 04/09/2025

  We truly regret that your experience did not meet your expectations and would like to offer some clarity regarding the situation. When you initially booked your move with Coastal Moving Services on March 13, 2025, your quote was based on an estimated inventory list and a reserved space of 387 cubic feet. Its imperative to review the space needed closer to the pick up dates to ensure accuracy and avoid surprises on move day.
  

  During the call on April 9, 2025, the inventory you provided significantly exceeded the originally reserved space. This naturally increased the volume of the move, which in turn affected the total cost. We understand how this price adjustment may have come as a surprise, and we sincerely apologize if the details about space allocation and the impact on pricing were not clearly communicated at the time of booking.
  

  While your cancellation occurred outside of the standard cancellation window as stated in the terms and conditions, we value your feedback and your concerns.

  As a gesture of goodwill and commitment to customer satisfaction, we have gone ahead and issued a full refund of your deposit in the amount of $964.
  

  We hope this resolution demonstrates our dedication to fairness and transparency. Should you have any additional questions or need further assistance, please dont hesitate to reach out to our team directly.

  Customer Answer

  Date: 04/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/30/2025

  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 is a scam with deceptive practices that prey on people looking for long distance moves. They will intentionally quote you way under what they should go get you to sign up, allow you to use credit to pay a deposit but then on moving day your quote will raise drastically and they wont allow credit and demand money order. It is a scam that should be stopped. I was quoted $6800. There were no extra items on move day, and I even sold my washer and dryer and grill so it shouldve been less. On move day I was told it increased to $9900. This is a bait and switch scheme. There is recording, unless they lie about that to, of my salesman ******** repetitively telling me my amount would not increase unless I forgot to tell them about something large like a gun safe or bed. We arent worried about small things or boxes LeanderAlso, when the movers arrived, they said they were not told about items or that they were supposed to pack the kitchen. This is despite me asking my quality assurance call agent if I could take off the kitchen pack to save money. It would only save you a little over $100. Meanwhile, it wasnt even told to the movers It is a scam. With deceptive practices and my wife was coerced into signing a new contract or our things would be left.

  Business Response

  Date: 04/01/2025

  We appreciate you reaching out and giving us the opportunity to address your concerns. We understand that unexpected costs can be frustrating, and we sincerely apologize for any confusion or inconvenience during your move.
  

  Your move was booked on 03/10/2025 for pick-up between 03/29-03/30, with an initial inventory of 79 items, estimating 716 cubic feet of space. Your estimate also included $120 worth of packing materials for dish/china boxes, TV boxes, and an extra-large box.
  

  On 03/12/2025, you received a verification call and email confirming your details, including payment options. Additionally, the day before pick-up, an Important Details and Payment Options email was sent, reiterating this information.
  

  Prior to your move, you mentioned you might have fewer items, and our representative advised keeping the reserved space to ensure flexibility. However, on the day of pick-up, the movers assessed 155 items76 more than initially listedwhich required additional space, totaling 1300 cubic feet. This increase, along with additional packing materials for your kitchen, resulted in a $590 packing cost.
  

  We want to clarify that our estimates are based on the inventory provided at the time of booking and are not intentionally underestimated. The additional charges directly reflect the increased inventory and packing materials needed to ensure the safe transport of your belongings.
  

  We regret that you feel misled, but we assure you that transparency is a priority for our company. The carrier provided a $500 discount at pick-up as a goodwill gesture. 
  

  We would like to extend an additional $500 refund for the packing materials.
  

  Please let us know how youd like to proceed, and we appreciate the opportunity to work toward a resolution.
  

  
  

  Business Response

  Date: 04/01/2025

  On 04/01/2025, you spoke with an operations manager who reviewed the details of your move. As outlined in your estimate, the ************************** (PGS) ensures a 2-3 day direct delivery starting from the day of pick-up, and that is the service you received.
  Regarding additional costs, your reserved space increased due to nearly doubling your inventory at pick-up, along with additional packing that was required. Despite this, we offered a $500 refund for packing materials, which you declined. We then extended a $1200 refund offer, which was also declined.
  

  We understand that moving can be a stressful process, and we regret any frustration youve experienced. However, the charges outlined in your pick-up paperwork accurately reflect the services provided.
  If you decide to accept our $1200 offer, please reach out to us directly. This offer remains available for now, and were here to assist should you wish to move forward.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23135477
  
  I am rejecting this response because:
  
  

  The company offered me a small amount of money initially under the promise that I would stop pursuing any action against them or further complaints. I told them the only way I would stop pursuing would be to receive my initial quoted amount. They went up to $1200 but said they wouldnt do more. Since my initial complaint, more has actually went wrong  including one man driving the truck with my things in it across the country and also having to unload it. He was supposed to have help he said, but it didnt show, so I actually ended up moving and assembling many of my own things despite him being at my house over 8 hours and working hard.

  Additionally, the driver posted an ad for help on ********** which the agent on the phone trying to resolve my issue admitted was against their policy. And is dangerous in my opinion considering anyone could show up.

  My situation has been so poor that I truly feel like a reputable company would offer a full refund due to gross negligence, but this is not negligence.. this is a scam, and I have spoken with the ********************************, and **********, and I do not plan on stopping there as I will talk with Texas and Al attorney generals as well and also report a cyber crime as suggested by the AG.

  My request for my initial quote to be honored (would be a $2600 refund) is not a large ask considering what my wife was put through. Additionally, we have a recording of members of the moving team on move out day admitting that a quote of 600 cubic feet that raised to 1300 would be a deceptive estimate. 
  

  This company needs to either own its mistakes and rectify them or be completely shut down  

   

  
  Sincerely,
  
  ***** Leander *******

  Business Response

  Date: 04/04/2025

  Initially, we offered you $500 to help offset the cost of the additional packing required at the time of pick-up. At your request, a manager further reviewed your file and increased that offer to $1,200 as a gesture of goodwill, considering both the additional services rendered and your overall dissatisfaction with the experience. Unfortunately, you declined this offer.
  

  However, due to the threats made and your statement regarding initiating a dispute with your bankdespite services being renderedall offers for compensation have now been retracted.
  

  To clarify, you provided an inventory that allowed our team to generate an initial estimate. At pick-up, you nearly doubled that inventory, far exceeding the reserved space. Adding an additional 76 items, to be exact. We understand how unexpected costs can be frustrating; however, it is important to acknowledge that increased inventory requires additional space, which in turn affects the final cost.
  

  We have made multiple attempts to reach a reasonable resolution with you, but your request for a full refund has been denied. Labeling our company a **** does not align with the events that took place.
  

  We maintain complete documentation outlining the charges, agreed-upon policies, and expectations included in the estimate and pick up paperwork you signed. Should this matter proceed further, we are fully prepared to present that information.
  

  
  

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23135477
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

   

  your request for a full refund is another example of not being honest. My request was for my initial quote to be honored, and I even told the agent on the phone I would understand if the quote went up like 10%. So that would be like $7400-7500 or $2000 returned. Thats $800 more than your offer. That is nowhere near a full refund. 
  

  Your sales agent specifically told me on the phone that my price would not drastically increase, and that we are not worried about boxes or small things. His name was ******** and you can listen to the recording. 
  

  The gentleman who spoke to me from your customer satisfaction team admitted that the moving company broke policy by posting a request for help on *********** Also, I am saying youre a scam of a company because of your owns states attorney generals office telling me so.

  All of the things I have voiced my displeasure with were not mentioned in the message above. Like the fact that I had to help unload my own things and one of your agents charged me for Tv boxes that were never provided. 
  

  Saying you retract all offers instead of offering a better offer and trying to truly find a resolution. Is a representation of your company. 
  

  While it seems I may not get my money back, the fact that your company will not make this right will end up hurting your reputation. The ****** BBB, all 3 states attorney generals office are the start, but Reddit, ****** searches, etc will also know about my experience because the truth can help others. 
  

  I would never say my experience was good with your company, but if you attempted to make it right I would at least have enough respect to acknowledge you fixed your mistakes by coming to a resolution. But it seems you do not truly have an interest in doing that. 

• Initial Complaint

  Date:03/28/2025

  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.

  They quoted us $2900 then raised the price to $4200 which was fine because we added a couple of things but then when they arrived tried to charge us $2000 more. We also were never told we were going to be SHARING a moving truck with other movers (scamming people out of money to pay for a truck and then using said truck for multiple moves!). We are scared our stuff is going to get mixed up with the other movers things. The truck also arrived 2/3 full ALREADY so I'm interested to see if our stuff even fits in the truck. They also failed to mention that our stuff wouldn't be delivered on the same day but 1-2 days later.ADDED: They in fact did not fit all of our things and took OTHER PEOPLES STUFF OFF AND LEFT IT IN OUR GARAGE FOR HOURS to take our stuff to a place in ********** and drop it off (God knows where considering they left other peoples stuff at our house). Mind you our stuff was never supposed to be put into storage (as this is an additional service that we did not sign up for nor give them permission to do) but since they overbooked the truck we had no option, delaying our delivery. They then came back hours later, leaving me to get a hotel out of pocket because I'm pregnant and couldn't make a 3 hour drive at 9pm. So unprofessional and we have no idea when we will receive our furniture to our new location. It's been 6 days (still living out of a hotel out of my own pocket). I've never heard of a moving company keeping your stuff this long when moving 180 miles. And they REFUSE to give us a discount/refund for all the unprofessionalism and trouble.Then when asked where my furniture was being stored and if I could just go pick it up, I was told no that wasnt an option. Thats theft of property that this point

  Business Response

  Date: 03/31/2025

  We appreciate you taking the time to share your concerns, and we understand your frustration. We take customer feedback seriously and appreciate the opportunity to outline the events that took place.
  You booked services on 02/28/2025 for a move scheduled on 03/21-03/22, 2025. You initially reserved 523 cubic feet based on the inventory provided. A few days before pickup, you informed us of additional items, and we adjusted the space to 707 cubic feet.
  

  Please note that you reserved space on a shared moving truck, not an entire truck. This is different for every customer. The shared trucking system allows for multiple clients shipments along a similar route, with each shipment kept separate using a sticker system. Each client's items are marked with unique colored and numbered stickers, which are recorded on the pickup paperwork and tracked throughout transit and delivery.
  

  On the day of pickup, the movers assessed your items and determined that an additional 443 cubic feet was required to accommodate everything. To complete the pickup, the excess items were transported to a nearby carrier hub while the main truck returned to the warehouse to offload. This is a standard procedure when additional space is needed. You were not charged for storage, as it was not requested or required.
  

  Regarding delivery, as outlined in your estimate, the standard timeframe for a move of approximately 200 miles is 1-7 business days from the First Available Delivery Date (FADD). You listed your FADD as 03/24/2025. Its important to understand that delivery scheduling depends on factors such as truck and crew availability, as well as occasional logistical challenges.
  

  On 03/26/2025, our billing team received an alert that you initiated a chargeback for the payment made for the additional space. Since services were already rendered, the chargeback caused a delay in delivery. On 03/27/2025, we informed you that the charged-back amount would need to be recollected upon delivery. However, on 03/28/2025, you initiated a second chargeback on the initial deposit made with our company.
  

  Your items were delivered on 03/29/2025. Upon delivery, the carrier attempted to collect the chargeback amounts along with your remaining balance. However, you refused to pay the chargeback amounts. To avoid further delays and complete your move, our company removed the chargeback recollection, and you only paid the remaining balance directly to the carrier.
  

  Unfortunately, due to the chargebacks filed on both deposits, we are unable to offer any discounts or refunds at this time. Our team unfortunately was not given a proper opportunity to come to a resolution with you directly.
  We understand your disappointment and sincerely apologize for any challenges you faced. We remain committed to providing honest and transparent service and regret any confusion or inconvenience you may have experienced.

  
  

• Initial Complaint

  Date:03/27/2025

  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 received a quote on March 24 for $2813 reduced to $2695 being a veteran. This is a 6-bedroom house I live in by myself, however, due to a lot of larger items being sold, I believe I'll be able to reduce that to the size of 3 bedrooms mainly boxes (*****) total. If I'd gone with U-Haul, I would be able to fit my belongings into a 15' truck comfortably. The inventory specialist has the nerve to tell me that "sometimes in life you need to learn how to listen," all because I asked to cancel and be refunded. I need to reach out to the two people I referred them to, to RUN. My estimate went from $2695 to over $8000. ***** boxes, squat rack and weights/dumbbells, 75-100Ibs small rowing machine, 100Ibs of small treadmill, a small portable monitors computer desk in my bedroom, and larger office Desk. I mentioned refrigerator and washer/dryer which I may not include for transport depending if the potential buyer of my house wants it or not, a small BBQ grill, two twin side adjustable bed frame, and one full lightweight adjustable frame, one full size mattress, and a 2yr old smaller bed frame and mattress, and about 6 DJ speakers. Customers should have the ability to cancel with full refund when the potential final price is given. For estimate to quadruple is just diabolical. I was a bit confident because with them because someone told me that they're familiar with the company because they work with military when relocating to a different base. I failed to do my due diligence like I usually do before this shenanigan. Lessons learned and never again will I do business with them and also warn people about this company and their business practice.I'm too ****** to write a formulated and detailed response.

  Business Response

  Date: 03/28/2025

  We appreciate the opportunity to address the events regarding your scheduled move.
  

  You booked services with us on 03/23/2025 for a move scheduled on 03/30-03/31, 2025. Your initial estimate included an inventory of 57 items, with 50 of those items being boxes, resulting in a total reservation of 300 cubic feet.
  

  A few days prior to your move, you informed us of inventory adjustments, adding 62 additional items. This more than doubled the original inventory and included several heavy and bulky items. As a result, the space required increased to 886 cubic feet.
  

  Please note that the moving estimate clearly states that adding items to the inventory increases the overall space required, which directly impacts the total move cost. Our estimates are based on the space reserved, and any significant increase in volume must be properly accounted for.
  

  We understand your frustration regarding the cancellation policy. However, on 03/27/2025 (three days prior to your scheduled move), when you requested to cancel services, you were informed that our policy states you are eligible for a deposit refund if you cancel within 72 hours of booking services. The deposit became nonrefundable due to cancelling services outside of the 72 hour window.
  

  At the time of booking, you acknowledged and agreed to the cancellation policy by checking the designated boxes on both the moving estimate and the credit card authorization form.

  We recognize your mention of warning others about our business practices, but we must clarify that you were provided with accurate estimates, clear policy outlines, and detailed breakdowns of charges. Your statement is unfair, inaccurate, and does not align with the actual events that took place.

  However, as a gesture of goodwill, a manager thoroughly reviewed your file with the billing department and offered you a $200 refund on 03/28/2025. You spoke with the manager and agreed to the refund. A settlement document was sent to you for signature, and we are currently awaiting its return. Once signed, we will promptly issue the refund.
  

  We sincerely apologize for any inconvenience you experienced during this process. We value all customer feedback and remain committed to addressing concerns and resolving matters fairly.
  Please feel free to reach out with any questions or further assistance.

  
  

• Initial Complaint

  Date:03/24/2025

  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.

  On March 3, 2025, I signed a binding quote with Coastal Moving Services LLC for a long-distance move. I provided accurate measurements and a full inventory list. The total was quoted at $7,288.47, based on volume. *** and ***** assured me the quote was firm unless I added inventory I did not.I paid two deposits and was given a specific pickup and drop-off amount, which was changed without notice. I have an email confirming the original terms and a bank teller who witnessed the conversation when I was quoted those ********** move window was March 67. The movers showed up late on March 8 with no explanation and arrived four hours later than expected. Only two men came and said they didnt know if they could do the move. They lacked proper materials, even though I paid for full-service packing and padding.They refused to take all my items, claimed I exceeded the quoted volume, then demanded $3,000 more. When I objected, they threatened to leave me stranded unless I paid $2,500 immediately. I was a woman alone, facing two large men using intimidation. I paid under duress.During transport and unloading, the movers used illegal drugs I could smell marijuana. Items were thrown, and many arrived damaged. I overheard a woman on speakerphone laughing in Spanish with them about overcharging us. They didnt realize I understand Spanish.This was a bait-and-switch scheme involving coercion, property damage, and a breach of a binding quote. I request a full refund of the $2,500 paid under pressure and compensation for the damage. I have documentation, a witness, and expect Coastal to be held accountable.

  Customer Answer

  Date: 03/28/2025

  I recieved an email from Coastal Moving Services. Their email states I need to make a claim to the partner company. Although I will file the claim, this  is not what I was originally told to do. I also never recieved a final contract or agreement from either Coastal Moving Services or Cross Country Movers. ******************** isnt a business; its random people hiding behind a company name. 

  Customer Answer

  Date: 04/02/2025

  I was supposed to have been contacted within one business day. I submitted my first screenshot of this claim to the BBB the day I filed the claim with this company. As you can see, it has been far more than one business day and no response. 

  Business Response

  Date: 04/04/2025

  We appreciate the opportunity to address your concerns and clarify the events related to your move.
  

  On 01/27/2025, you booked our moving services for a scheduled pick-up on 03/06-03/07, 2025. As part of our process, you were provided with 72 hours from the time of booking to review your paperwork, ask any questions, or cancel for a full deposit refund. Your initial binding estimate was based on an inventory, reserving approximately 849 cubic feet of space.
  

  A few days before pick-up, you requested adjustments to your inventory, adding many items, which required an increase in space to 1132 cubic feet. You proceeded with these adjustments and paid for the additional volume accordingly. We want to clarify that the cost of your move was always based on the estimated space needed; also no full-service packing was included in your estimate, only standard pad wrapping of larger items, as packing material and labor are an additional cost.
  

  We acknowledge that logistical delays can sometimes occur due to factors beyond our control. While we strive to meet all scheduled pick-up windows, we do not guarantee specific pick-up dates unless ************************** (PGS) is selected and paid for. We truly appreciate your patience and understanding in this regard.
  

  Regarding your concerns at pick-up, the movers assessed that additional space was required to move all of the items. You decided to stay within your budget and only move the estimated space. We take all reports of unprofessional behavior seriously, and we regret if you or your husband felt uncomfortable during the process. However, our records do not indicate that you contacted us at the time of the incident, which would have allowed us to address the issue immediately. 
  

  We want to emphasize that our estimates are based on standard household items as communicated over the phone, and they remain estimates until the movers arrive and confirm the actual space needed. We do not engage in bait-and-switch tactics, nor do we condone coercion. Any changes in cost resulted from additional items and the way they needed to be loaded to ensure safe transport. Bulky or non-stackable items, for example, require more space than standard items.
  

  The assigned motor carrier took care to protect your belongings using moving blankets and pads throughout the moving process. However, damages can sometimes occur due to the transfer process and the nature of long-distance transit. If you need assistance with filing a claim, we have already provided you with the necessary instructions via email.

  We would like to offer you a $300 refund as a gesture of goodwill.

  We regret any inconvenience you experienced and take your feedback seriously. Our goal is to provide transparent communication and a smooth moving experience for all customers. We also want to note that we were not given a direct opportunity to resolve this matter with you before these concerns were raised. 
  
  

  
  

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23111375
  
  I am rejecting this response because:

  $300.00 is not nearly enough of a refund. I want, at the very least, the two deposits I paid up front. 
  
  Sincerely,
  
  ********* ********

  Business Response

  Date: 04/09/2025

  Thank you for giving us the opportunity to address your concerns. While your estimate and final cost were based on the space neededadjusted due to additional spaceyou elected to proceed with the estimated space reservation. We understand your frustrations and regret any inconvenience caused during the process. As previously stated, our goodwill offer of $300 still stands should you wish to accept it.

• Initial Complaint

  Date:03/21/2025

  Type:Sales and Advertising 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 viewed coastal movings website looking for quotes for moving services for 3/8 about a month or two prior. They reached out to me to provide a quote. On the phone the woman asked for large furniture & about how many boxes to provide the quote. I had given the information and was quote about $2,100 and Saturday (3/8) pickup. Later on the phone to confirm the quote, she increased it to $2,400 which seemed reasonable so we agreed and paid the deposit of half. Weeks later they called and confirmed the quote and pickup again and said someone would call to finalize closer to the move date. Three days before the move someone calls asking for every single item that would be on the truck (not just large furniture and approximate boxes as asked for during the quote) to which the man then added $1,000 to the price. I said I would need to discuss with my partner as this was outrageous. He told me if I didnt approve right then he might not be able to schedule my move. Obvious high pressure sales and urgency tactic. I still said I need to talk to my partner because I couldnt believe the increase. After discussing with my partner we were going to agree, however the man had ghosted us, mind you we already paid an up front deposit. We called/texted him and the secretary almost ten times over the next day with no reply. Finally after going up the chain got the move scheduled for Sunday(3/9) with $1,700 added to our bill since we had no other choice. More very unprofessional behavior happened but I am limited in characters here.

  Business Response

  Date: 03/25/2025

  Thank you for reaching out. We understand your concerns and want to provide clarification regarding your move.
  

  You booked services on 01/06/2025 for a move scheduled on 03/08-03/09, 2025. At the time of booking, the initial inventory resulted in 343 cubic feet being reserved. A few days prior to your pick-up window, you added additional items, increasing the space to 381 cubic feet.
  

  We want to clarify that you were not ghosted by the representative. Our records indicate that during your call regarding the adjustments, the representative informed you of his busy schedule and advised that if you wished to discuss the changes with your partner, he would need to schedule another call the following day or two. The urgency to finalize the adjustments on that call was due to the upcoming pick-up date, as changes cannot be made the day prior or day of pick-up. This is because the driver is already en route to your origin location and must have the accurate estimate to properly prepare.

  Its important to understand that when the space increases, the overall move cost must be adjusted accordingly.
  

  We sincerely apologize for any inconvenience you may have experienced during your move. Our commitment to customer satisfaction is our top priority, and we take your feedback seriously. Please feel free to contact us directly so we can address any remaining concerns and work toward a resolution.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23097435
  
  I am rejecting this response because:

  I appreciate the response, however I find it unacceptable due to how unprofessional everything was handled. The quote was basically a sham, with the woman saying oh just give me the big items knowing its not priced that way. You ask for a few large furniture items and roughly the number of boxes knowing the amount will be low and then tack on thousands of extra dollars when its too late for the customer to change, since its three days before their move and they already paid most of the original money. Then I understand the *** told me he was busy, but he did refuse to communicate after. Obviously it is a high pressure sales tactic to say Im adding a thousand dollars to your bill and you must say yes right now or Im not talking to you again. I get he is busy but I called and texted 10+ times at all hours him and the secretary too individually so it seems I was on some sort of do not answer list as punishment for not accepting the ridiculous terms right away. After he finally contacted us days later after going up the chain as much as possible he offered a ridiculous pick up date/time to which the drivers were late and said they could come from ***** at night as if that was an acceptable option? They came the following day and put holes in the walls and could barely schedule a cohesive drop off to which they damaged more of our furniture and held our furniture hostage for an additional thousand dollars. I already know you will respond theyre contractors so we dont control them so I dont need to hear that but you work with them so its a ***resentation of your companys poor ethics. I am just floored by how awful that entire move was and would really like something to be done about it. It is madness to think a successful company could treat its customers this way. 
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 04/10/2025

  We appreciate your continued feedback and sincerely regret that your experience did not meet your expectations. Our intention is never to mislead or pressure our clients in any way, and we take your concerns seriously.
  

  We apologize if the quoting process was not as clear or thorough as it should have been. Our team asks for general inventory and volume estimates in order to provide a preliminary quote, and while we strive to make clients aware that the final cost is based on actual space used, we understand how this may have felt misleading in your case. Thats not the experience we aim to deliver.

  We are also very sorry to hear about the issues you faced with communication, scheduling, and the behavior of the movers. While it is true that we contract with third-party carriers, we understand that this does not absolve us of responsibility when things go wrong. 

  As a gesture of goodwill, and in hopes of bringing this matter to a resolution, we would like to offer you a refund of $200. While we know this does not undo the frustration or inconvenience you experienced, we hope it serves as acknowledgment of our commitment to making things right.
  

  Please let us know if you are willing to accept this offer.
  

  
  

• Initial Complaint

  Date:03/20/2025

  Type:Delivery 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.

  Made many false claims and misrepresented their services so that I would feel comfortable signing an agreement with them. They over promised on delivery times and also claimed there would be no additional fees and then they charged me more on the day of delivery or they would hold my items indefinitely. They also lost an item and have still yet to reimburse me for the item's value.

  Business Response

  Date: 03/21/2025

  Thank you for reaching out and sharing your concerns regarding your recent move. We understand your frustration and appreciate the opportunity to clarify the events and address your claims.
  When you booked services on 02/12/2025, you were provided with a detailed estimate based on the 350 cubic feet of space reserved from the inventory list you shared. The estimate clearly states that final charges are subject to adjustment based on the actual volume of items and any additional services required at pick-up or delivery.
  On 02/17/2025, during pick-up, additional items were added to the inventory. However, the movers were able to stack and load the items efficiently, preventing the need for additional space. This is accurately reflected on the signed paperwork, confirming that 350 cubic feet was collected.
  Regarding delivery, the standard timeframe for a move of approximately ***** miles is 7-12 business days from the First Available Delivery Date (FADD), which you listed as 02/17/2025. While we strive to meet delivery windows, they are estimates and may vary due to factors beyond our control, such as weather, carrier availability, or unforeseen logistical challenges.
  At delivery, the final balance accurately reflected the verified cubic footage and any additional services rendered. This is in line with standard industry practice, as final costs are determined by the actual space and services provided, not the initial estimate alone.
  We understand your concerns regarding additional charges. Please note that interstate moving regulations allow carriers to apply additional charges for services rendered, such as increased volume, packing materials, or special handling. These potential charges were disclosed in your moving estimate. Additionally, moving carriers are permitted to hold items until the remaining balance is paid, in accordance with ***** regulations, to ensure full payment for services rendered.
  We understand your concerns regarding the missing item. Please note that damage and loss claims must be filed directly with the motor carrier responsible for transportation and handling. Carriers are required to respond to claims within 30 days. We appreciate your patience during this process.
  We value your feedback and remain committed to delivering clear and transparent service. Should you have any further questions or wish to discuss your move in more detail, please feel free to reach out.
  
  

• Initial Complaint

  Date:03/19/2025

  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.

  When I called Coastal Moving and spoke with a ******* ******, a sales representative about a quote, I was thrilled. He assured me of every possible concern I had. He told me packing, unpacking, disassembly, and assembly were all included. He told me he couldn't guarantee anything, but the move would likely take about 2 days. I wanted the items in a week, so I thought "great, plenty of wiggle room for delays." He told me that after my items were picked up, I'd receive a call to schedule delivery. None of this happened. I provided a precise inventory list, and yet when my items were picked up, the driver said they took up too much space and would cost $2500 more to move. 4 days after pickup I still had not been contacted to schedule delivery so I called customer service. ********************** customer service told me delivery would be in 7-10 days per the contract. I called Loadrans, the third party carrier I figured out was actually moving my items, told me per their contract they had 21 days to move my items. She sent me a copy of the contract including this information on a second page which was NOT in the contract I received and signed. 2 days later a driver showed up at the house with my items with ZERO advance notice and refused to move the items into the house. He said he could not unpack or assemble them and would leave them in the driveway. I called the salesperson who sold me this bill of goods and he hung up on me and then declined all of my calls. Apparently this company will tell you anything to get your business, and deliver nothing. The business phone says calls are recorded for quality assurance, so I would like a copy of that call, and explanation of why the items advertised and sold did not match the contract sent, and a price adjustment to reflect the lack of white glove delivery.

  Business Response

  Date: 03/20/2025

  We sincerely apologize for any inconvenience you experienced during your move. We take customer feedback seriously and are committed to resolving this matter promptly.
  

  You booked services on 03/03/2025 for a move scheduled to take place on 03/13/2025. You provided an inventory resulting in an estimated 300 cubic feet of space being reserved.
  

  The day prior to pickup, you were sent an Important Details and Payment Options email outlining the carrier assigned for pickup and the acceptable forms of payment for both pickup and delivery. Our records reflect that this email was acknowledged and electronically signed by you.
  

  On the day of pickup, the movers assessed the items and determined that a total 750 cubic feet was required. Several of the items were classified as bulky due to their large shape, which prevented them from being properly stacked in the truck. As a result, a $400 bulky item fee was applied. It is important to note that when additional items are added, the extra space must be accounted for, which may result in additional charges.
  

  We understand the frustration of unexpected costs. However, it is important to clarify that estimates are calculated based on standard household items. In cases where items are bulky or non-stackable, additional space may be required, even if the total item count is similar. This would have to be addressed in person while the movers are onsite. 
  

  Regarding delivery, as stated in your estimate, the standard timeframe for a move of approximately 817 miles is 7-12 business days from the First Available Delivery Date (FADD). You listed your FADD as 03/14/2025. However, the carrier has up to 21 business days, worst-case scenario, to complete the delivery. This information was included in both the estimate and the pickup paperwork (see attached documents for reference).
  

  Our records indicate that our customer service team was in communication with you during delivery and clarified that reassembly services are subject to an additional fee and the availability of proper tools at the time of delivery, as outlined in your estimate.
  As a gesture of goodwill, we would like to offer you a $400 refund for the bulky item fee applied at pickup. Please let us know how you would like to proceed and kindly **** your complaint as resolved if you accept this offer.

• Initial Complaint

  Date:03/07/2025

  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 spoke to *** **** yesterday 3-6-25. He asked how I wanted to pay the deposit and I advised I could not do anything that day. I would have to call in Monday. He advised we could do an ach and it would not go through until Monday. I sent him a text an email and an email to ***************************** that is listed on the document stating I could cancel within 72 hours for without penalty. It's was less then 24 hours. The check they said would not go through until Monday was deposited after I sent the request to cancel. I want my money back and I will not be doing business with this company. My move has been put off for indefinite time as my father is not doing well. This company lied from the moment I answered the phone. Documents are attached.

  Business Response

  Date: 03/12/2025

  Thank you for your feedback. We appreciate the opportunity to clarify the situation based on factual events.
  

  You booked services with us on 03/06/2025 for a move scheduled between 03/20-03/21/2025.
  

  On 03/07/2025, at approximately 6:00 PM, we received an email from you requesting the cancellation of services due to a family illness. As explained by your moving coordinator, an ACH payment typically takes at least 3 business days to process and reflect in your account. The information provided to you was accurate. Once we received your cancellation email, our team immediately reached out to explain this process. During that conversation, you informed us that you had already stopped the payment with your bank.
  

  Because you were still within the cancellation window, you were eligible for a full refund of the deposit. Had we had the opportunity to speak with you before you stopped the payment, we could have clarified the situation, properly cancelled the file, and initiated the refund process.
  

  On 03/11/2025, we received confirmation that the payment was unsuccessful due to the stop-payment request, meaning we have not collected any funds from you at this time.
  

  You mentioned that our company lied from the moment you answered the phone. We want to assure you that this is not the case, and it does not align with the actual events. We regret any confusion on our part and hope this explanation provides clarity regarding the payment process.
  

  If you have any further questions or concerns, please dont hesitate to reach out.