ComplaintsforCoast to Coast Long Distance Moving Company, Inc.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Coast to Coast was supposed to deliver by 80 year old cousin's furniture to her retirement facility yesterday (5/2/23) between ****PM. They never showed up or even called, after she waited in the condo with no furniture for hours.We tried numerous times to reach the movers, to no avail.I was finally able to reach ***********************, my cousin's estimator (salesman) and he was rude, evasive and completely unhelpful. Told me that the moving truck had a mechanical issue and that the movers didn't call because they were "busy trying to secure their safety" and that they value human life above thier customers possessions. Mind you these are two big muscular guys who supposedly move furniture for a living.*** refused to tell me where the truck broke down, what was wrong with the truck, or when we may receive our furniture, and told me " would it matter if I told you the truck was in ******?".It's now been 24 hours and they seem to have cut off all contact with **. Meanwhile, my aunt is essentially homeless until her belongings arrive.What I want os for them to call me back and give ** a delivery date and an explanation for this horrible customer service. End result is sge needs to have. her belongings delivered ASAP.I can't get anyone there to even pick up the phone, let alone call me back. We are just in limbo here.**** **************.

  Business response

  05/03/2023

  I was trying to reach this customer by phone but no answer. This person is referring to another moving company that has a similar name as our company. We are located in ********** and we don't do deliveries to ************ and we don't even have a customer with this name. 

  This lady for sure booked through brokers because she mention a sales person  *********************** and we had many complaints in the past confusing our company with them.This company must be located on the east coast.

  Please figure it out because this complain affects my company

   

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

• Initial Complaint

  08/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  They picked up our furniture 6/21. We hired them with a 2-11 business day delivery window ( paid a considerable amount more for this than other movers) they took 6 weeks to deliver our furniture, did not answer there phone, nor do they have a leave a message option. Gave us a 6/16 delivery date and missed it. When they finally delivered our furniture on 7/28 they only sent a driver no other employees. 150 boxes in 97 degree ** heat. Boxes were damaged, we had to assist in unloading the truck and removing all mover blankets and shrink wrap (40). They only assembled our bed frame with my help nothing else. Compromised boxes had spiderwebs and rat droppings in them and our couch. We paid for movers to move our furniture and assemble upon delivery. I've had several surgeries on my wrist so to be unpacking for 6 hours with my wife both missing a day at work was not what we paid for. We tried to contact them to speak to a supervisor and they would not give me any contact information.

  Business response

  06/24/2022

  Business Response /* (1000, 5, 2021/08/16) */ ************** *** CLAIM #:****** ************** hired our services to be picked up on 6/21/21 . The agreement was 2-11 BUSINESS days(holidays and weekends not included) from the first available date(not from the pick up day) and she didn't choose an express delivery because that option was more expensive.Also she advised us not to deliver before June 28th. As stated on the docusign agreement (read and signed before the move) It is VERY IMPORTANT to keep in mind that ALL long distance companies may take between twenty-one to thirty business days to deliver your household goods from the First Available Date (FAD) that has been provided, not the pick-up date. Bear in mind that natural disaster, weather/road conditions, weight station delays, mechanical, logistical and scheduling issues and so forth are situations that could be a factor during the delivery time frame. This is in complete compliance with the Federal Motor Carrier Safety Administration's (Department of Transportation) rules and regulations pertaining to deliveries. In order to compensate the customer we reimbursed $*** based on 10 days delay( $30 per day as contract states)Billing adjustment was made already at delivery. The boxes provided as everyone can see on the pictures on **** are not the best quality (home depot ones) compared to the ones we provide for long distance moves that are sturdy. Regarding the driver showing up without a helper was a situation out of our control. With the covid situation and new Delta variant we have to face a no show sometimes. Driver never asked the customer to help unload. This move complied with all the rules and agreement for a long distance company Consumer Response /* (***0, 7, 2021/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) We hired them because of the 2-11 day window they said we could expect. That didn't even come close. As far as the company only sending one employee to save money on a move we paid for. The drive did indeed ask us to help and my wife and I were actually in the truck! Anything different is a lie. We did help him bring in furniture and mattress and box spring. I did help him assemble the bed frame as he didn't know how it went together. Because he wasn't the one that took it apart. He asked us to help him. Blaming Covid because your company uses unreliable day laborer to save money is not something that should be passed on to us the consumer. We paid for delivery and assembly of our furniture. Only the bed frame was assembled. The crushed boxes , broken seals, and lack of care put into transporting our belongings led to the damaged boxes, the poor wrapping of our furniture from your workers led to the spiderwebs and rat droppings on our couch and in our boxes. We had to spend $*** on having the couch professionally cleaned. The shrink wrap was not covering the couch! The bottom line is we paid to have our furniture wrapped delivered and reassembled. We did not get what we paid for. There was a total lack of care put into wrapping our belongings items chipped and scratched and boxes crushed...and to send one employee to deliver our two bedroom apartment worth of furniture in 97 degree Austin Heat wave is reckless and cruel. For you to ignore that items were not assembled, that we had to help unload the delivery truck and unwrap all our furniture ( we paid you for that service) I've never had such a disappointing experience. It's shocking to charge almost $***** for a move, force the customer to pay the balance of the delivery before the items were seen through *****. At the point we made our payment we had not seen any of our items and the driver said he had a crew to help him. These are misleading fraudulent behaviors. You should be ashamed. Business Response /* (1000, 12, 2022/01/19) */ The jobs estimates are based on inventory provided before the pick up.the PUC provides a revised estimate form if any changes to original quote (address,inventory ,stairs,long carry)is made. In order to compensate the customer we reimbursed $*** based on 10 days delay( $30 per day as contract states)Billing adjustment was made already at delivery. The boxes provided as everyone can see on the pictures on **** are not the best quality (home depot ones) compared to the ones we provide for long distance moves that are sturdy. Regarding the driver showing up without a helper was a situation out of our control. With the covid situation and new Delta variant we have to face a no show sometimes. Driver never asked the customer to help unload. This move complied with all the rules and agreement for a long distance company Consumer Response /* (***0, 14, 2022/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The above information about us unloading our own delivery, items not assembled as agreed on in terms and several items damaged requiring professional cleaning at our own cost. This company lied to us , the driver received a call during the delivery from the hired movers that were to assist him and told them not to bother. All of these unethical practices and the fact that the company was filtering calls and not answering there phone after the delivery. All of these mentioned things were not expected, and not what we paid a premium moving cost for! This was like an ************** dollar move for a small apartment. From ********, this company is horrible and I no one should trust them! I want a reduction in ***** cost of no less than ***** if I knew I would have had to unload my own furniture I would have used a POD and things would have arrived on time and not broken. Business Response /* (1000, 18, 2022/06/10) */ The jobs estimates are based on inventory provided before the pick up.the PUC provides a revised estimate form if any changes to original quote (address,inventory ,stairs,long carry)is made. In order to compensate the customer we reimbursed $*** based on 10 days delay( $30 per day as contract states)Billing adjustment was made already at delivery. The boxes provided as everyone can see on the pictures on **** are not the best quality (***************) compared to the ones we provide for long distance moves that are sturdy. Regarding the driver showing up without a helper was a situation out of our control. With the covid situation and new Delta variant we have to face a no show sometimes. Driver never asked the customer to help unload. This move complied with all the rules and agreement for a long distance company

*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. ↩