ComplaintsforCoastal Van Lines, Inc.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This past September, we hired Coastal Van Lines to move our belongings from ******* to ***********. Our belongings arrived in *********** on 10/16, and the moving crew started unloading flattened / empty boxes. We asked where our belongings were and the explained they did not know - they told us this just happened to a delivery in ********. We called the police to report that our belongings were stolen - the police could not do anything because the theft occurred by a coastal employee in *******. The owners of Coastal acknowledged this should not have happened but refused to refund us. They said we paid for "transportation services" and we did not pay for our stuff to arrive. The only action they have taken is docking the pay of the employee who stole everything from us. They have not apologized to us and will not consider a refund. Coastal is claiming that all of our boxes were "repacked" and would like an inventory of what has been stolen. We dont know how to inventory everything that has been stolen since our belongings did not arrive in the original containers that they logged with us. So far, we know that televisions, cell phones, computer forensics equipment, gaming consoles, photography equipment, and antiques have been stolen. The only item that arrived un-damaged was the gun safe and plastic duck decoys. Everything else, including our clothing, has some sort of damage - some of it is minor, some of it is major. Coastal Van Lines violated us in every way they possibly could. We would not be disgruntled if they worked with us on a refund and treated us with more empathy. We have videos of their delivery drivers explaining how horrible this was, how they have never seen anything so bad, and how this just happened to another customers load (on the same truck). We are awaiting the police body cam footage but that will also confirm the employees statement on other loads missing from the same truck.

  

  Business response

  04/18/2024

  Good morning,

  I apologize that we have not reached out about this sooner. We take this seriously and want to make things right with our clients and our BBB profile. We have attached documents to show that this client signed an agreement to not post negatively about our company and the money that he received from Atlas due to his negative experience in the amount of $2280. We look forward to restoring our A+ rating!

  

  Business response

  04/19/2024

  Good morning,

  I apologize that we have not reached out about this sooner. We take this seriously and want to make things right with our clients and our BBB profile. We have attached documents to show that this client signed an agreement to not post negatively about our company and the money that he received from Atlas due to his negative experience in the amount of $2280. We look forward to restoring our A+ rating!

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were quoted a price for our move,the truck showed up at 930am,they didnt have tools to disassemble the furniture,I let them borrow mine,they loaded truck up ,headed to new home,said they were stopping for lunch ,I told them I would meet them there ,they arrived and unloaded truck,they were finished at 230 pm .we then filled out paperwork,the quote was for 4 hrs which was the minimum which included 1 hr travel time **** to 230 is 5 hrs minus 1 hr for lunch ,thats 4 hrs ,the guy wrote down 6 1/2 hrs ,he called his boss told him 6 1/2 hrs,I said wait a minute,the boss got on the phone with me and began to argue,said its from time they leave theyre address to time they get back ,1 hr travel time was included in quote ,I told him I wouldnt pay the extra 2 1/2 hrs and he said I sign a non binding ************* needed to pay full amount ,I didnt want to argue with him anymore ,wrote the check for $1394.00 which was $400 more then I was quoted .this to me is a scam,I feel I was ripped off n would like to get reimbursed for my overcharge *** quote was $993.00

  

  Business response

  04/17/2024

  Good Morning, 

  My name is *********************************, Marketing and ************ Specialist for Coastal Van Lines, and I am assisting ******************* with the BBB Reviews. I have emailed ************************* directly this morning in regards to his complaint. I plan to follow up with him via phone tomorrow if I do not hear back from him today. I wanted to share with you some details about ********************** situation that I did not share with him directly, as we wanted to try and make things right with him rather than feel that we need to "defend" our case. 

  Upon reviewing the notes from the crew on the job that day, it was documented that they took a 30-minute lunch break and waited for the owner to show up at the new residence to start the unloading process. The billing department stated that there was no charge for the 30-minute lunch break. It is standard practice to calculate the moving charges from dock to dock. ****************** was only billed from the time the truck left the dock to the time it returned, minus the 30 minute lunch break. This was stated in his agreement that he signed.
  
  We take full responsibility for not having the proper tools to disassemble the furniture. The team was not aware they would be disassembling furniture that day. We feel that was not communicated to us, so we were unprepared. We will do our best to make sure that doesn't happen again in the future. 

  We are a small, family-owned and operated business that has been around 40 years and are very serious in working to keep our clients happy. It's important to us that we have good standing with BBB so we can continue to serve the area the way we do. I am new to working with BBB, so what can I do moving forward? Thank you for your time.

  

  Business response

  04/19/2024

  Good Morning, 

  My name is *********************************, Marketing and ************ Specialist for Coastal Van Lines, and I am assisting ******************* with the BBB Reviews. I have emailed ************************* directly this morning in regards to his complaint. I plan to follow up with him via phone tomorrow if I do not hear back from him today. I wanted to share with you some details about ********************** situation that I did not share with him directly, as we wanted to try and make things right with him rather than feel that we need to "defend" our case. 

  Upon reviewing the notes from the crew on the job that day, it was documented that they took a 30-minute lunch break and waited for the owner to show up at the new residence to start the unloading process. The billing department stated that there was no charge for the 30-minute lunch break. It is standard practice to calculate the moving charges from dock to dock. ****************** was only billed from the time the truck left the dock to the time it returned, minus the 30 minute lunch break. This was stated in his agreement that he signed.
  
  We take full responsibility for not having the proper tools to disassemble the furniture. The team was not aware they would be disassembling furniture that day. We feel that was not communicated to us, so we were unprepared. We will do our best to make sure that doesn't happen again in the future. 

  We are a small, family-owned and operated business that has been around 40 years and are very serious in working to keep our clients happy. It's important to us that we have good standing with BBB so we can continue to serve the area the way we do. I am new to working with BBB, so what can I do moving forward? Thank you for your time.

*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. ↩