Moving and Storage Companies
Castle Express Moving and Storage
Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Initial Complaint
Date:06/05/2025
Type: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 05/09/25 our newly installed wood floors were severely damaged by the moving company and they have refused to resolved the issue.Customer Answer
Date: 06/05/2025
Also, the business owner sent my wife paperwork that she never received with a forged signature
Business Response
Date: 06/23/2025
We sincerely apologize for the damage that occurred during the move on 05/09/25. At Castle Express Moving & Storage, we take situations like this very seriously and understand how upsetting it can be when something goes wrong in a customer’s home.
Since the incident, we have been in direct contact with the customer and are actively working to resolve the issue through our insurance partner. Our goal is to ensure the repairs are handled properly and to the customer’s satisfaction.Sometimes, tight access areas and logistical challenges during a move can unfortunately lead to unintended damage. However, we stand behind our work and are committed to making things right.
We appreciate the opportunity to address this matter responsibly and will continue to work closely with all parties involved until the repairs are complete.
Sincerely,Joseph C******
Owner
Castle Express Moving & Storage
Customer Answer
Date: 07/01/2025
This matter is not resolved. The moving company has denied their wrong doing and is very slow to respond.
I would never recommend castle express moving company to anyone, not unless they wish for their personal items to be damaged and receive no response from mover.
Initial Complaint
Date:10/07/2024
Type: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.
Failure to Protect Floors: Movers didn’t place drop cloths until I requested them, after walking inside with shoes on.
Unprofessional and Inexperienced Movers: Only two movers arrived instead of three as quoted. One was visibly unwell and inexperienced, slowing the entire process. I was told at the end that he wasn't even part of the crew—he was just a friend filling in due to staff shortages. ?? Insured?? Professional??
Lack of Professionalism: The movers didn’t wear uniforms or introduce themselves. I was forced to sign forms despite raising concerns, and Tom promised a credit that I never received.
Rude Comments: When I raised concerns about the slow pace, Tom told me, “We’re saving you money by not having a third mover. You’re welcome”. One mover spent >30 minutes fishing out screws he dropped down my vent.
Damaged Furniture and Floors: Several pieces of furniture were scratched, and my daughter’s bed was half assembled and remaining screws not left, mattress placed over bed in attempt to hide damages.
Hidden Credit Card Fee: I was charged a $42.54 fee without notice or being informed of a CC carge. Had I known, I would have paid in cash.
Trash Left Behind: Movers left plastic coverings and pads inside my home and in my dumpster when they are supposed to remove and dispose of their own garbage.
Owner’s Poor Fix for Damage: The owner attempted to fix a 3-foot scratch with a furniture marker that didn’t match the wood. I refused to let him touch the other damages after seeing his poor attempt, which caused me to have to get things fixed myself or live with the new damages.
Despite contacting the company to resolve these issues, I received no resolution or compensation. This was my worst moving experience, and I strongly advise others to avoid Castle Express Moving.
If you'd like the full review and details, feel free to contact me directly for more photos and videos and details as I am limited in space here.Business Response
Date: 11/12/2024
Dear Better Business Bureau,
We are writing to confirm that we have worked diligently with ****** ******* to address her concerns regarding her recent experience with Castle Express Moving. We understand the issues she reported, including concerns about professionalism, protection of property, and communication regarding fees.
To ensure her satisfaction, we have reviewed our procedures with our team and have implemented additional training and quality checks to prevent similar issues in the future. We also extended a credit to *** ******* in acknowledgment of her concerns.
We believe this matter has been resolved and appreciate *** ********* feedback, as it helps us improve our service. Please let us know if any further information is required.
Sincerely,
Joseph C******
Castle Express MovingCustomer Answer
Date: 11/12/2024
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,
****** *******
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