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:07/14/2025

  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.

  I paid $1850 for a move on 4/23 I cancelled that move and had to have my credit card reverse the charge since coastal moving was giving me such a hard time about it . I was charged another $1850 on 4/29 and they never provided any services to me . I called and emailed and no response . I have been unable to get my money back that was recharged

  Business Response

  Date: 07/18/2025

  We wanted to take a moment to clarify the details surrounding your account and address your concerns.
  You originally booked services with us on April 23rd for a move scheduled on May 2nd3rd. On April 26th, you contacted our office requesting a different pick-up date. At that time, we informed you that a standard two-day pick-up window is required. You advised that you no longer wanted to proceed and requested to cancel.
  As a courtesy, we escalated the matter to management, and we agreed to waive the fee to accommodate a one-day pick-up window for May 10th. After speaking with your moving coordinator, you agreed to move forward, and we proceeded with the arrangements as requested.
  On May 1st, we were notified that you filed a chargeback with your bank for the original deposit. Our billing department submitted documentation, including the signed estimate and a timeline of communication, as part of the bank's investigation. Based on the evidence, the decision was made in our favor, and the funds were returned to us.
  To clarify, we did not charge you again on April 29th the $1850 referenced was the return of the disputed deposit following the resolution of the chargeback in our favor. We have not charged your card beyond the original authorized transaction.
  If you have any additional questions or need clarification, we are happy to speak with you further.

• Initial Complaint

  Date:07/10/2025

  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 4/21/25 I began an inquiry for moving services. I was contacted by **** from Coastal Moving Services. I explained that I was not ready to book anything as the property was not secured at this time. He pressured me into a $5884 deposit to lock-in the rate and discounts. He arbitrarily set a date in July and said everything was flexible and I should call him in a week to update. I was never told that my deposit was non-refundable! When the property fell through, I contacted the company for a refund.they had provided no services whatsoever! They offered a $1500 refund and place the account on hold for up to 2 years.

  Business Response

  Date: 07/18/2025

  We understand your frustration and want to assure you that we are reviewing your file internally. Our team will be reaching out to you directly via email to discuss the matter further and work toward a fair resolution.
  We appreciate your patience as we look into this and will be in contact shortly.

• Initial Complaint

  Date:07/09/2025

  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.

  The moving company acknowledged they had my agate table on a truck then never delivered it. When I called them, they said they knew that it was on the truck and they would bring it, but they never did. They stole my $1,500 table.

  Business Response

  Date: 07/18/2025

  Thank you for your feedback. We take all concerns seriously and have looked into the matter thoroughly.
  We have spoken directly with the carrier assigned to your move to gain clarity on the situation. To be clear, your table was not stolen. The carrier confirmed that they have remained in communication with you and that the table in question was located and accounted for. They informed you that the item would be delivered, but a mutually agreeable date and time must be scheduled in order to proceed.
  While we understand it is frustrating not to receive a call back immediatelyparticularly during non-business hours such as 12am, 2am, or 4amthe carrier has been responsive to your email communications.
  Additionally, on 7/14/2025, we were notified of a chargeback filed on a portion of your deposit. Please understand that our role as the moving coordinator has been fulfilled. Weve assisted you by providing full access to the carrier's contact information and guided you through the proper claims process to resolve delivery concerns.
  We remain committed to supporting a fair resolution, and we encourage you to work with the carrier to finalize the delivery of your item.

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23574193
  
  I am rejecting this response because:

  there was zero communication. They told me the day of the move that they would call within two days or so to get it delivered and never called never commented. I asked her responses nothing happened until I started complaining on social media.

  the table did arrive after a woman called me to tell me its been in her house and she would drop it off.  She pulled it on the back of her car and began to roll my table. I said its a very heavy you will break it it needs to be picked up. She was not happy with me asking her to pick up the table.

  two of the legs of the table were snapped off, and simply taped to the table like which now needs repair.  
  this is a very poorly orchestrated move. I did not even get the open a claim until after I did all this complaining on social media literally, they would not pick up the phone or respond to email 

  So no I do NOT except this lame we were getting it to her response. 

   

  My sheet was ruined when then drug the mattress across asphalt, which apparently is my fault because I didnt take the bottom sheet off (which I was told I shouldnt do from the people Who packed the load) of the mattress which I said need to do,  I have a 4K TV thats broken and now my broken table. 

  the communication was exceptionally poor. The price went up in an exceptional manner. Unfortunately, I was stupid and assuming that coastal moving was moving and not simply a broker. They did not make that clear. 
  

  
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 07/18/2025

  We understand your frustration and regret that your experience did not meet expectations. However, we must clarify several key points:
  Coastal Moving Services is a licensed moving coordinator and broker, as clearly stated in the estimate, agreement, and all supporting documents you acknowledged and signed prior to booking. Our role is to coordinate services and assist in communication between you and the assigned motor carrier.
  In regard to your agate table it was not stolen, as alleged. The carrier had been in communication with you regarding the scheduling of a redelivery. Although we understand the redelivery process was not ideal, the table was returned. We were not involved in the redelivery method used, as that was handled directly by the carrier. You have since submitted photos of the damage and were provided the appropriate claims information.
  As for the mattress and TV, these concerns were not reported until after social media posts began, despite your access to multiple lines of communication. While we acknowledge there may have been delays in response, you were never ignored, and our office continued to assist with support and escalation to the carrier.
  Lastly, we would like to note that on 7/14, a chargeback was filed against your deposit. As this is under review between the banks, we are limited in our ability to act further at this time.
  We maintain that our role in coordinating your move, providing support, and sharing claims guidance has been fulfilled. We will continue to assist within reason but stand by our initial response.

  Customer Answer

  Date: 07/19/2025

  Where I appreciate the comment that this is all talk to me being anxious and wanting my move to go well and maybe it didnt thats not what happened.

  
  

  On Monday, Ill send you the communication log. I contacted the movers no less than 10 or 15 times over a week with Zero response. 
  

  so on Monday, Ill provide all the information so you know Im not just a hysterical woman worried about where her things are, truly no one called or communicated on any level. No one told me where to send my complaints. No one responded to emails. No one did anything. I appreciate the fairness of this process and tomorrow, Ill be in the hospital all day with my mom but on Monday Ill have everything ready

  joyce 

• Initial Complaint

  Date:07/08/2025

  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.

  Booked this company as movers in the spring - set pick up window with original price in 6/21. Company picked up stuff and now as of today 7/8 it has not been delivered. Original drop off window was 6/24-27. It has been almost 3 weeks - no communication from the company. We call every day and no word on when our stuff with come. This company is a broker and not the movers which was not made clear when booking. When we can get ahold of them they blame the movers and say they cannot control any delivery date and that they were the brokers. My wife is 8 months pregnant and everything we own including many baby related items on on this truck which I worry will never arrive. Then they massive over charged us. After multiple estimates over the phone and description of our stuff they stated that they needed to charge us more for more space and assessed a massive $1000+ fee on top of the original moving cost.

  Customer Answer

  Date: 07/08/2025

  Talked to them every day - but only via us reaching out. Always respond with we will talk to dispatch at the actual movers. Been given multiple deadlines including 6/24-27, then - 7/1-7/3. Then over the weekend 7/5-7/6 and then stated will be arriving on 7/8. On conversation with them at 1500 hours on 7/8 (today) no update on arrival and will talk to dispatch.

   

   

  Business Response

  Date: 07/18/2025

  We understand the importance of this move and sincerely regret any frustration experienced. The moving estimate clearly outlines that based on the approximate mileage of 387 miles, the estimated delivery window is 17 business days from the clients first available delivery date. However, as also noted in the signed estimate and agreement, the carrier does have up to 30 days to complete delivery based on route logistics and availability.
  The items were successfully delivered on 7/14, within the allowed delivery timeframe. Your feedback is important to us. We will be following up with you directly to review the situation and consider the most appropriate course of action.

• Initial Complaint

  Date:07/07/2025

  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 was ensured by both coastal moving and their unscrupulous affiliate network that my move would be delivered within a week of pickup (Outer limit). On the inventory call, i was again ensured that the contract verbiage is only in case of extreme cases of delay and 99% of moves are delivered within the same week of pick up. the affiliate has given me inconsistent answers as to where my delivery is currently located. Once they said ******** the other time they said **********. It is easier to mine bitcoin with your two hands than get in touch with cross country long distance movers (coastal mover's affiliates)Once dispatch has completed the pick up, coastal moving company completely washes their hands off this order, even refusing to contact dispatch and acquire an accurate update. I call the affiliates several times a day with no avail. its not hard to provide an update - even if it is severely delayed. What frustrates me most is the rudeness when contacted as well as the outright lies when pressed for updates. I have offered to pay extra and even retrieve my move myself - they refused. It has been 19 days since they picked up my shipment and there is no end in sight for any delivery.

  Business Response

  Date: 07/18/2025

  We sincerely apologize for any confusion or frustration caused regarding your delivery timeline. We understand how important timely updates and accurate communication are during a move.
  Per the signed moving estimate, for a shipment traveling approximately 715 miles, the standard estimated delivery window is 712 business days from the First Available Delivery Date (****). This timeframe is based on industry logistics standards and is also clearly stated in your documentation. However, its important to note that the carrier has up to 30 days from the **** to complete delivery, as a worst-case scenario.
  Our records show that your pickup occurred on 6/17, and your items were successfully delivered on the weekend of 7/11, which falls within the delivery timeframe as outlined in your agreement.
  Additionally, we did not receive any outreach from you regarding delivery status until 7/7, at which point we immediately began working with the carrier to obtain active updates for you. We regret any difficulty you experienced reaching the carrier directly and apologize if any interactions with dispatch staff felt unhelpful or dismissive.
  We value your feedback and will be sharing your experience with our internal team and affiliated partners to help improve future service and communication efforts.

• Initial Complaint

  Date:07/07/2025

  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.

  This company pulled a bait and switch, overcharged me and will not confirm a date to deliver my things.I contacted this company to arrange a next day move which I knew would be more expensive than normal. I told them exactly what I had and they quoted me a price. Turns out their broker markup was more than twice the price of the move itself. This price went up another 20% when the movers actually came out and after I already put a deposit down. Rhe ***resentative ******* that I spoke with assured me he would be available during the move which he was not and actually didnt even schedule the move. Around mid day the day of the move I had to call customer service as ******* wasnt answering or responding to emails. **************** informed me the move hadnt been scheduled yet and this caused me to miss my flight. After the move ******* again assured me that the overage charge I incurred would be removed but he hasnt responded to anything ever since. We put a date of July 8th on the delivery paperwork and when I called customer service today and waited for ******************************************************** they didnt know when it would be delivered and had up to 12 days to reach out and give a 2 day window. When I asked to speak with a manager he informed me he was the manager and I couldnt speak with anyone else. This company is a scam and they are taking advantage of people and not adhering to a standard code of conduct.

  Business Response

  Date: 07/18/2025

  Thank you for your feedback. Were sorry to hear about your concerns and would like to take this opportunity to clarify a few important points regarding your move.
  Your original estimate was based on a submitted inventory of 37 items, resulting in 300 cubic feet of space being reserved for your scheduled next-day pickup. When the crew arrived, they documented a total of 55 itemsan increase of 18 items from what was originally quoted. This change required an additional 170 cubic feet of space, which was reflected in the adjusted price. Weve attached the signed pickup paperwork that details the updated inventory for your reference.
  We certainly understand how frustrating unexpected charges can be, but please understand that our estimates are based on the inventory provided by the customer in advance. Any additions to that inventory on the day of pickup will impact both the required space and the total cost of the move.
  Your move is approximately 936 miles, and per your estimate, the delivery timeframe is 712 business days from your First Available Delivery Date (FADD), which you listed as 7/8/2025. Our dispatch team has since confirmed that your delivery is scheduled to take place tomorrow, well within the expected timeframe.
  Lastly, we take your concerns seriously and are committed to resolving this matter. Our customer care team will be reaching out to you directly to offer a goodwill compensation option in hopes of settling this matter amicably.

• Initial Complaint

  Date:07/07/2025

  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 booked coastal moving services for a couple of days and when I did, I noticed that they had some fees included that I did not think was worth me doing business with and I found someone else. They gave me a 72-hour window to get my full refund back as long as I cancelled within that window. I cancelled about 24 hours and 35 min before the window closed. My deposit was $880 and they are only giving me back ************************************************************ it was for their processing fee.

  Business Response

  Date: 07/18/2025

  Thank you for your feedback. Wed like to clarify the terms of your cancellation and refund.
  You cancelled your reservation within the 72-hour window, and we fully honored that request in accordance with our policy. As clearly stated in the signed moving estimatelocated at the top of the document under the checked boxesour cancellation policy reads:
  "CANCELLATION OF SERVICES: Estimates may be cancelled, and deposits are fully refundable if the customer cancels the estimate/order within 72 hours of placing their reservation (less the 10% merchant processing fee).
  Accordingly, your deposit was refunded minus the 10% processing fee, which covers the non-refundable merchant transaction costs.
  We have attached a copy of the signed estimate reflecting this policy for your reference.
  Please let us know if you have any further questions.

  Business Response

  Date: 07/18/2025

  Please note, we have FULLY refunded the client, and waived the 10% merchant fee. 

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair 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 June 28, 2025 I spoke with ******* Y from coastal moving services at phone # ************. I discussed with ******* that I was looking for movers for a move from ** to ** and had already gotten several quotes from other companies. Everything I was told to convince me to use this company was a flat out lie. I am now looking further into reviews about them and see that someone else recently had a similar experience with the Better Business Bureau. ******* told me my items would be on a private truck and that the quote he gave me was fixed and was very unlikely to become a different price. We discussed in detail that I should not use a moving company that uses a shared truck between multiple customers , as other companies do. That my stuff would get broken and there would be multiple stops and it makes the travel time vary a lot. Well **** your company does exactly this which I found out when I received a call from inventory assurance, at which time the quote I received also changed in price as we accounted more accurately for the space the items will take up. This inventory agent was informative and laid everything out, stating that a long distance move would never be a private truck and that customers pay for the weight and space their items exactly take up. Whereas I was previously told I had my own truck so the price wouldnt really vary because the truck would be filled with only my items so it wouldnt matter if I had a little more or less as long as it fit. I was also told my bed would be reassembled no problem without charge, which I dont feel confident is a guarantee. The initial deception and false information I received is a very unethical business practice and I am clearly not the only one this has happened to.

  Business Response

  Date: 07/04/2025

  Thank you for your feedback. We understand your concerns and sincerely apologize for the experience you described. Our records reflect that you contacted our office early on the morning of 7/4 to express your desire to cancel. Your file was escalated to management for internal review, and shortly after, we followed up to thank you for your feedback, confirmed we would use it for internal service improvements, and informed you that a full refund was being issued. You signed a settlement agreement, and your refund was promptly initiated.

  Customer Answer

  Date: 07/04/2025

  The company acknowledged the false information given and issued a full refund which I am happy with . 

  Customer Answer

  Date: 07/07/2025

   
  Better Business Bureau:
  
  The company acknowledged the false information given and issued a full refund which I am happy with . 

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

• Initial Complaint

  Date:07/03/2025

  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.

  I requested a quote from Coastal Moving and then decided to go with another company that is local to my area. I informed Coastal twice that I'm not interested, however the calls and texts do not stop. I receive calls from them daily, sometimes multiple times a day. I block the numbers and then they just call from new numbers. Totally bizarre and they refuse to stop calling me.

  Business Response

  Date: 07/03/2025

  We apologize for the inconvenience and frustration caused by the repeated contact attempts. We take these concerns seriously.
  Our records reflect we have flagged your file accordingly and permanently removed your information from all internal contact lists.
  You will no longer receive any communication from our team, and we sincerely regret any inconvenience caused.

  Customer Answer

  Date: 07/07/2025

   
  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:07/01/2025

  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.

  On 05/12/2023 I had signed a binding contract and paid a $2900 down paiment to Coastal moving services ************** to move my belongings from ** to ** for a total of $5660. In turn they subcontracted the move to Golden glove movers **********. After they had loaded my belongings, they submitted a bill for $8993. Coastal moving services also quoted me $300 a month for storage. Now Golden glove movers wants to charge me $750 a month for storage. I am on a fixed income/SSDI and cannot afford this. Can you help me please?

  Business Response

  Date: 07/18/2025

  Thank you for bringing your concerns to our attention. We have thoroughly reviewed your file and would like to provide clarity regarding your move.
  You booked services with Coastal Moving Services on May 12, 2025, based on an inventory list of 80 items, which generated an estimated space reservation of 900 cubic feet.
  On the day of pickup, the crew discovered numerous additional and oversized items that were not included in the original estimate. These items required significantly more space than initially planned. The movers recorded and collected a total of 119 items, resulting in an adjusted volume of ***** cubic feetan increase of 650 cubic feet beyond the original estimate. Additionally, $763 in extra packing materials and labor were necessary to safely protect your belongings for long-distance transit.
  Regarding storage, we include the first 30 days at no additional charge. Any storage required beyond that is subject to a fee of $0.50 per cubic foot, per month, as outlined in our agreement. This structure helps cover the cost of handling and maintaining goods in a secure storage facility. The increase in volume understandably resulted in a higher storage rate.
  That said, we recognize this has been a difficult and unexpected situation, and we are committed to doing what we can to assist. A representative from our team will be reaching out to you directly to discuss compensation options and how we can help support you moving forward.