Complaints

• Initial Complaint

  02/07/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I live in Philly, but I bought a house in Houston. I sought moving companies from ****** ****, and Cita Van Lines called me. They provided me with a moving estimate for two moves- one from Philly to Houston and the second from a storage locker in Houston. The representative told me they were an award-winning moving company, although I can't find any indication they are. I am distressed by their lack of concern for customer care and the misinformation they give. For example, when I asked about the 16 BBB complaints ( specifically if they had been resolved” they told me that BBB was just like Yelp and not a true indicator of a company’s quality or performance. Once I signed the contract, I had great difficulty reaching anyone. I tried to contact last weekend to find out my bank would block a Zelle payment to then but nobody answered the phones all weekend. I got them Monday, and submitted a deposit. They assured me the customer service office would be staffed going forward. There was a glitch with my payment later and I couldn't reach them for hours. At this point, I called my credit card company to dispute the deposit I made. Now alarlmed, I asked about how they had calculated the estimate and how they could assure me they wouldn't end up asking me to pay twice as much to get my furniture back. They said the contract said there wouldn't be any extra if the calculations ( which they made) were correct. He then began to read questions that go into the programs making the calculations- none of which I had been asked by the sales rep.. With all these red flags I canceled the contract, but they declined to return my deposit. I provided the funds for deposit on Monday, after discovering a payment error on their part, requested cancellation on Thursday - approximately 72 hours later. Even though there was a three day cancellation period, they declined to give the money back.

  

  Business response

  02/10/2025

  Response to BBB Complaint – Job No. ********
  Dear Better Business Bureau,
  We are writing to formally address the complaint submitted by *** ***** ******* regarding Job No. ********.
  *** ******* initially filed a complaint regarding a refund request and communication concerns. However, we have since been in direct contact with her to clarify the situation, and she has acknowledged a misunderstanding. As per her written statement, she has formally requested the removal of her complaint, stating:
  *"Dear Better Business Bureau,
  I wish to remove the complaint regarding Cita Van Lines. I heard this morning from **** at Cita, and he explained there has been a misunderstanding. I was in error when I sent the note to you. I am requesting that the complaint against Cita be removed immediately.
  **** provided the utmost in customer service and care.
  Thank you.
  ***** ** *********
  Additionally, *** ******* has been issued a full refund of her deposit, resolving the matter completely. Given that the customer has confirmed the resolution and requested the removal of the complaint, we kindly ask that this matter be closed.
  If you require any further information, please let us know.

   

  Customer is also receiving a full refund.

   

  Best Regards - ******* ***** - Customer Service

• Initial Complaint

  01/08/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Cita Movers picked up my furniture on 12/18. It was agreed that delivery would take place on 1/4. I never heard from them regarding a time frame & began calling. They kept saying they would call back but didn't. Finally told me they couldn't deliver until 1/5, however, that was the day of snowstorm & everything was shut down. Never rec'd a call to reschedule. Began calling hourly & was getting pushed aside. It's now 1/8 & still do not have a delivery date. We have had to stay in a hotel due to not having furniture. I even paid an additional fee for their "PGS"-Premium Guaranteed Service to guarantee delivery date. Currently, i have paid them a total of approx $2400 & still owe them $1050 upon delivery which they will only take cash for. I am running out of funds due to having to stay at a hotel & none of their people are willing to assist.

  Customer response

  01/09/2025

  They finally delivered my furniture on 1/9. This has been resolved.

  Thank you, 

  ***** *******

• Initial Complaint

  12/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  So I am missing some valuables that have been either destroyed or stolen. I told them this and they said they are trying. They delivered my stuff all beat up and tore up. The boxes are all tore up and they were taped and sealed. I just want the adoption papers, birth certificate papers and other papers returned to me. They were in a black, metal box that I had in the bedroom. I would like to have my property back.

  

  Business response

  02/10/2025

  Response to BBB Complaint – Job ********
  Dear Better Business Bureau,
  We are writing in response to the complaint submitted by *** ******** *********** regarding job ********. It is important to clarify that this job was an outsourced move and was not directly booked with Cita Van Lines.
  *** *********** has stated that certain personal items are missing. As per our contractual agreement and terms and conditions, we do not load or transport personal documents or sensitive information. This policy is clearly outlined in our agreements, and customers acknowledge these terms before the move.
  Additionally, *** *********** agreed to and received the FMCSA publications "Ready to Move?" – Tips for a Successful Interstate Move and "Your Rights and Responsibilities When You Move" via email hyperlink. These documents provide essential consumer protection information for interstate moves. Furthermore, in compliance with 49 CFR §371.113(c)(1), the customer waived a physical survey of household goods and agreed to receive a Binding Estimate based on the self-provided item list of property to be transported and services ordered. The terms of this estimate, as well as all services provided, are subject to the carrier’s tariffs, which are available for inspection upon reasonable request.
  We have made multiple attempts to resolve this issue and have requested an itemized list of the damaged or missing boxes. If any items were moved as part of our service, they would have an inventory sticker number and a corresponding condition report. However, due to the lack of a reported inventory and failure to provide specific details regarding damages, we are unable to determine the validity of this claim.
  Cita Van Lines remains committed to customer satisfaction and fair resolution processes. However, without the necessary documentation and adherence to our claims process, we are unable to validate or take further action on this complaint.
  If *** *********** can provide additional details, such as inventory sticker numbers or condition reports, we are more than willing to further review the matter.
  Sincerely, ******* ***** - Customer Service. 

  Customer response

  02/10/2025

  Thank you for your help! But they are not going to do anything 

• Initial Complaint

  10/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Trustpilot deleted this from your site 2 days ago! Do you truly consider this acceptable language on your site? I had a verbal and written contract with ******* ******, they would handle the move. They didn't make any effort to contact me between May 20th and June 1st that a third party would be involved. Going by the notes below it is very clear Cita Van Lines is not a creditable resource for a home moving company! Cita Van Lines Stole our belongings and tried to price gauge us in the process! Reply from Cita Van Lines - Review on trustpilot: 2 days ago Shut the fuck up, annoying ass punk. Nobody cares what you post online.

  

  Business response

  10/30/2024

  Hello ******* *****

   We've tried to reach out to you on multiple occasions through phone/text with no response. ******** we picked you up on June 1st, 2024. On this day you were presented an Onsite New Binding Estimate and an Interstate Bill of Lading which is standard for moving companies and both of these contracts where signed by you onsite. You gave our moving Rep. a personal check to pay your deposit on pick up. Our office Rep. deposited this check the next day. A few days later we got notice that your check was canceled Thus the reason your items were not delivered. Please contact our offices as soon as possible so we can get this on going matter situated.      

  Thank you.

  Office: ************  

  

  Business response

  11/12/2024

  Greetings,

  The agreement and payment is attached.

  If you need more information please don't hesitate to contact me at ************ or ************************. Thank you

  Best Regards,

  ******* *******

  Customer response

  11/13/2024

  Cita returned our belongings on 11/08/2024 with the understanding that I would remove negative reviews from the BBB website. I specifically asked about the insurance covering our belongings and Cita sent me some document that doesn't in any way specify what is covered and how much we can peruse in damaged and missing property. So far, the list covers

  6 - bar stools - 4 missing, 2 damaged

  4 - TV tables with stand - stand broken, 4 TV tables damaged

  2 - dining room tables - both damaged/ broken

  6 - dining room chairs - 6 damaged/broken

  1 - bentwood rocker - destroyed ratan seat

  After 6 months in the care of Cita Van Lines, a good percentage of our belongings are destroyed due to lack of care and the total disrespect on the part of Cita. I respect the fact that Cita has admitted poor lack of judgement on their part covering the illegal team practices of their staff in price gauging and loss/destruction of our belongings over the past 6 months. 

  Our agreement to remove negative reviews will be dependent on part of Cita to make good on all our damaged and destroyed items or my reviews will still have some negativity left in my reviews once I have had a chance to review the rest of our items. This may take some time to go through the damaged boxes to determine my future response to BBB request for more information on this matter.      

• Initial Complaint

  10/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 9/28/2024 the driver under their employment wouldn't start work until I paid them, then charged me a 3% card fee in cash. Left behind ? of the items they were supposed to take, and flooded my washer and dryer area when unhooking my washer. Then demanded a tip and wouldn't leave until I handed them cash. Afterwards I had to chase them down to make sure they took the items

  

  Business response

  10/22/2024

  Hello

  We offered you a settlement of $150.00 based off your word vs our contractor. during our conversation you stated you have proof of damage and a video of our contractor demanding a $20 tip. We asked you to please provide us with such documentation for further review and the phone line disconnected. We tried calling back with no response. Please reach back out to our office with the documents so we can review your claim and get this matter settled. 

  Thank you, Cita Van Lines.

  

  Business response

  11/21/2024

  Per our conversation with the customer, we have agreed upon a resolution and have taken care of the customer's concerns. We are working with them directly to ensure this matter is resolved satisfactorily for both parties.

  Customer response

  11/27/2024

   
  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

  10/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  MOVING NIGHTMARE - DO NOT HIRE THIS COMPANY. The apparent difference in packing of items from this event left horrific consequences on my items. They went from using paper and packing breakables to dumping all items in wardrobe boxes. Then these guys cornered my pregnant daughter, demanding a tip of $200 (3 OF THEM) each and stating they would not leave until they had it – terrifying her with a Venmo link was sent to me, and I sent $600 to get them out of my house, her calmed down, AND AUTHORITIES INVOLVED. I received a call from ******** from Cita Van Lines stating the semi-truck (we started with two moving trucks – so they moved my items to another truck along the way) would not fit on my street. They needed to deposit their money into their ***** account for delivery, and an additional $4000.00 (Extortion) was required to have my items delivered. I said no. I called the police department of ****** *****, my neighborhood, knowing the sellers of my house had just moved out and used a Semi. They had their relator in front of me and mine confirming this information and recommended that we arrange for this truck to get with the deputy police and have them call to get rid of this extortion. Also, on all documents, my name was forged everywhere form CITA from, inventory lists, and customer service surveys; everywhere that required a signature is not my signature – the only document I signed was the new agreed amount after they loaded my items (I had no choice) of the dollar amount increase for the new amount of $20, 277.80. The driver waited in my driveway in his semi for almost 4 hours before two unloaders finally showed up to unpack this semi. On arrival of these two people, I asked who they were and where they came from. I have both of their contact information. This company ran a local ********** ad for immediate hire to unload this truck. EVERYTHING I OWNED WAS DAMAGED AND DESTROYED WITHOUT ANY RESPONSIBILITY OF THE COMPANY. OVER 80K WORTH OF ITEMS.

  

  Business response

  10/22/2024

  Hello

   We are sorry to hear about you experience during your move , As we strive to achieve a high quality moving experience.Records show our office tried to reach out to you via phone and Email with no response. please contact our offices so we can review your claim and get this matter settled. 

  Thanks Cita Van Lines 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Extensive damages to our furniture and boxes: antique furniture that is completely damaged that was wrapped when put on the truck and unwrapped when arriving, antique bed frame (unwrapped) with poster snapped in half and taped together, missing boxes, mattresses and box springs either unwrapped (I was told they would be wrapped when they arrived at the warehouse) or the wrapping was ripped exposing the mattress, missing section of a desk, missing pieces of a drafting table and Adirondack chair that was loaded intact that at some point were taken apart and now are unusable, a reclining chair that is now broken, wood furniture that was simply taped together causing damage to the furniture as well as the finish, pieces of furniture that clearly fell off and were put into our children's plastic bin of clothing by someone. Virtually every piece of furniture has some damage to them, even those that were blanket wrapped-and many of the blankets had tears in them as well, exposing the furniture underneath. Nearly ALL boxes were smashed and damaged, and we are missing boxes that contained precious heirlooms. We expect a few things to go wrong, but not to this extent. Also, the driver of the truck bullied us into signing lading form & attempted to hold our furniture hostage when we were upset about the state of the items. He then left without us being able to go through the inventory together (we did not sign). Even he acknowledged that the loading of the truck was unprofessional. Cita has not returned our phone calls now & has repeatedly not given us forms to fill out a claim after saying they would. They showed up significantly late to pick up the furniture and under prepared (not enough room in the truck or covers for the bedding) despite knowing the size of our order (having received half of the down payment). We have over 200 photos of damaged goods, which can be seen here: We want a full refund as the service was horrible.

  

  Business response

  08/13/2024

  We appreciate our customers for taking the time to express their concerns and experiences. The input is critical for us to improve in areas that are needed. That being said, we would like to rectify any damages incurred in accordance with the signed and agreed amount in the contract. Feel free to call me directly at **********

  Customer response

  08/26/2024

   
  Complaint: ********  
  I am rejecting this response because:
  

  We are rejecting this offer because we feel this is insufficient compared to the horrible service we have received on all parts of this move. We continue to find broken items, for example my 1 year old lawn mower does not run like it used to, and BOTH of my daughters’ scooters are broken in ways that exhibit a complete disregard for our stuff. We still have not received all our boxes nor the missing furniture pieces from furniture that was put on the truck whole but at some point was taken apart. 
  
  The owner has offered us $1200 “in good faith”, but this is a slap in the face. If the owner truly wanted to fix this “in good faith”, he would do more. ******** mentioned to me how the company gets very little of the nearly $21,000 we spent on this move: some of it going to Safe Ship who contracted Cita, and a lot of it going to the truck and movers. I am not sure why that is our problem: they are the ones who hired the movers, not us, and it was their responsibility to insure that our furniture and boxes were treated with with care. Instead, we had a truck arrive in Omaha hours late and without the proper amount of space and equipment to get the job done, had a truck arrive that was clearly horribly packed as evidenced by the pictures we sent, and an incredible amount of damage to our boxes and furniture (the boxes and furniture that did end up arriving), even furniture that was blanket wrapped has damage to them, evidence of very poor treatment. There is also the inability to tell us what happened to the truck while in route. There was a delay in our getting our furniture because apparently the truck broke both axles, though the person we were on the phone with while waiting for our furniture did use the word “accident”. However, *****, the truck drive, said there was metal in the oil. Clearly they do not have their stories straight and someone is lying to us. Then there is the lack of accountability from people we tried to contact for weeks until I reported this company to the BBB. To be perfectly honest, I believe the ONLY reason we have had more consistent discussions is because of this report. 
  It is clear to me Cita is most concerned about closing this complaint. We were told that this company had hundreds of moves to manage, which suggests a couple things to us: first that they are clearly overwhelmed with the work orders and are unable to manage moves properly, and in a manner that should be expected by a professional moving company and second, that they are making decent money and can certainly do more “in good faith” to make this right. 
  
  We do not accept this offer.

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

  

  Business response

  08/28/2024

  Good Morning,

  After reviewing all of the information, the owner would like to offer $1200 in good faith to help cover some of the expenses of the move. In the event the missing items are found, they will be shipped to the customer priority. We apologize for any inconvenience and would like to send the payment as soon as possible through ***** ***** or check. Feel free to call or text our office with the option that works best for you. 
  

  Thank you kindly 
  ******** 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am filing complaints against **** **** ****** ******** and Cita Van Lines Inc. These incidents are connected, so some information may overlap. If this review is public, I hope it warns others. Do NOT BOOK YOUR MOVE WITH **** **** ****** ******** or Cita Van Lines Inc. Our interstate move was a nightmare, and we feel scammed. We seek two resolutions: (1) partial refund and (2) billing adjustment. On April 27, 2024, we booked with **** **** ****** ********, providing a detailed inventory and box estimate. The initial quote was $5,805.57, with a non-refundable deposit of $1,880.76. However, during the second confirmation call, our estimate doubled to $10,296.74. Despite accurately estimating the furniture, we had no choice but to proceed due to our lease ending. Then, they required an additional $2,205 to schedule the movers. Safe Ship informed us the rest of our move would cost $4,085.76 – half for pickup and half for delivery. When Cita Van Lines Inc. arrived, the cost jumped to $4,893.05 at pickup and an additional $4,000 at drop-off. They claimed Safe Ship's original estimate of 1,286 cubic feet was significantly lower than the actual volume. To add insult to injury, the movers forgot three large bar stools from our inventory and refused to return our calls about retrieving them. We ended up leaving the stools behind without any reimbursement. We have since attempted to file a claim, but they have REFUSED reimbursement for the items they did not transport. For a full description of events, please see attachments.

  

  Business response

  08/13/2024

  After further investigation, it was found that the customer had more items and cubic feet than initially estimated, resulting in extra charges for the overages. We made every effort to estimate as accurately as possible. Difficulties arose because furniture is made differently, some items take up more space, and some furniture is not stackable, all of which can increase the cubic feet on the truck. Regarding the bar stools that were left due to the increased capacity, please feel free to reach out to us to file a claim.

  

  Business response

  08/23/2024

  Cita Van Lines offered $1,000 refund and the consumer accepted. Consumer will receive funds today via Venmo.

  Customer response

  08/24/2024

  
  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.
  

  We were reimbursed $1,000 via Venmo. 
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Originally contracted * ******** moving and storage to schedule a move of my be!ongings from Topeka,KS to Russellville, AR. Was quoted a total bill of $4254. They would pick up belongings from home and storage unit one mile away. Paid them $1995 initially. Then the rest was divided into half at pick up and half on delivery. (total $2270). Then CITA van lines got involved. I was told they would pick up on June 25 or 26. They picked up June 27. I was told they would deliver on June 29. I called that entire weekend and into July. They finally delivered on July 3. On June 27 when CITA arrived there was other peoples stuff in the truck. They didn't agree with the initial quote from * ********. Told me I had way to much stuff. I took them to the storage unit to see what I had. They recalculated the cost and now I owed them another $1924. I was trapped. I closed on my new house on June 28 and needed my stuff. I agreed to new cost. They loaded the truck with the home furniture. When we got to the storage unit they didn't have room for everything. But the new price included it all. My lose, according to them. I would have to figure how to get the rest of my belongs to AR. I expected delivery on June 29. I kept calling for the next few days trying to find out when I would get my belongings. Lots of run around. They finally arrived at 7:30pm on July 3. No orderly way of emptying the truck. No check list. Got done at 10:30pm that night. I took the next few days to go through every box. I called the company on July 8 to let them know I was missing several boxes that I knew left the house, not the storage unit. I called repeatedly for the next few weeks with not help. I contacted the driver that picked up my belongings. He brushed me off also. ****** ********, goes by ******, ************ is the man who took my stuff with his crew. A different man named ****** delivered my stuff but not all of it. ************* Neither have done anything to help or find my stuff.

  

  Business response

  08/13/2024

  After further investigation, we are working tirelessly and using all resources to locate any missing items. We will maintain an open line of communication with the customer until the investigation reaches fruition.

• Initial Complaint

  07/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have recently signed a contract with a moving company that was assigned by a broker moving company. My things were hauled from Arkansas to Pennsylvania through a company called Cita Van Lines on July 7th. The truck was supposed to deliver my stuff on Friday the 12th. It is now the 14th and I have not been able to reach them. I read a bunch of reviews and Cita Van Lines has been reported to the BBB numerous times!!! I fear that they have my things held in storage somewhere and will make me pay a fee, like a ransom. Who else should I contact?

  Customer response

  07/26/2024

  The owner of the company is ****** ******* and his direct number is **********.

   

  

  Business response

  08/13/2024

  Cita Van Lines understands that moving alone can be stressful. We make every effort to be punctual and meet the needs of our customers. However, due to the high volume of customers and unforeseen circumstances that may occur, we sometimes fall short of expectations. The shipment has been delivered, and we will continue to improve on the quality of our service..

*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. ↩