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:07/09/2025

  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:07/03/2025

  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: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.

  Called 6/3 to move weekend of 6/28&6/29.Was promised they had availability and coverage. Well its almost midnight on 6/30 and I have not seen a moving truck. I had to call every hour starting at 2 pm today just for them to suggest someone was coming. They kept pushing the arrival time later, then determined that my stuff looked like itd take twice the spash. When I refused to pay an extra $1200 the truck moving in my direction suddenly stopped responding to my texts and I got told they got put on another job. Please save yourself the headache and anxiety and rent a U-Haul, you could probably pay two strangers off ********** and U-Haul for cheaper than they want you to pay. 575 sq ft, going 80 miles and they wanted $2302. I added 10 medium boxes and they wanted an additional $1300. So I took the boxes off, they still tried to get me to agree to more money day of and never sent a truck. Calling after hours is useless and no one calls you back.

  Business Response

  Date: 07/03/2025

  Thank you for your feedback. We're genuinely sorry for the experience you described and understand how frustrating this must have been.
  Our records reflect that we spoke with you on 6/30 around 8:45 PM to discuss your concerns, and again on the morning of 7/1 when you contacted our office. At that point, your file had already been escalated to management, and a full refund was approved. A settlement agreement was sent to you, which you signed, and your refund was immediately initiated.
  Please note that the signed settlement agreement includes point #6, which states: "Client agrees not to pursue any further claims against Business arising from the Dispute, except as provided in this Agreement." This BBB complaint is in direct violation of that agreement. Nevertheless, in good faith, we honored our commitment and fully refunded your deposit.

• Initial Complaint

  Date:06/30/2025

  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.

  My grandmother was initially quoted $11,800 by ******* at Coastal Moving Services. My grandmother, ****** *****, read him every item from the inventory from the previous move. They knew exactly the items and the weight(over ****** lbs.), and the moving truck required. So, the $11,800 quote was given. She agreed to pay the $3,663 deposit on 5/30/25, based on the information that the $11,800 was a binding quote with no additional fees. This was, apparently, fraudulently misrepresented, in violation of the Florida Deceptive and Unfair Trade Practices Act.The day of the scheduled move(6/28/25), they showed up with a tiny truck to be shared with other moves, clearly demonstrating they never intended on honoring the initial quote as they were well aware of the weight/size/number of items. They were given a detailed inventory multiple times and were aware of everything in advance. They have no excuse, and their scripted generic "there was more stuff than we expected" rebuttal they have used with the hundreds or thousands of other unsuspecting victims they have scammed is invalid and holds no water. Initially they underquote, then demand double/triple the day of the move. They claim it is too late to refund the deposit. At which point, they extort people and try to get them to pay around $30,000. When you refuse to pay the ******, they steal the deposit. The contract is null and void based upon these legal grounds. It must be rescinded. This LLC has no right to keep a deposit they secured with illegal and deceptive practices. They intentionally and constantly misrepresented the terms of the written agreement, in order to scam and exploit an eighty-four year old woman. This is fraud, theft, and elder abuse. Fraudulent mispresentation is illegal both in ****(Iowa Code 714H.3:), where we live, and the state of ******* where the company is based.We no longer have access to the initial quote document. Our access has "expired". How convenient, *******.

  Business Response

  Date: 07/11/2025

  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond and clarify the facts related to ***************** booking with Coastal Moving Services.
  Coastal Moving Services is a licensed moving broker, and our role is to arrange transportation services by coordinating with *****-authorized motor carriers. When services were booked on May 30, 2025, a moving estimate was prepared based on the inventory provided at the time. This estimate reflected the estimated cubic footage, associated rate per cubic foot, and potential additional services (such as stair carries, long carries, and packing), all of which were itemized in the documents sent to and electronically signed by Ms. ************ is important to clarify that while the rate per cubic foot is binding, the total volume of space used is subject to change depending on the actual items present at the time of pickup. This is explicitly stated in our paperwork. If the actual space required exceeds the original estimate, the revised cost is calculated at the same locked-in rate per cubic footnot arbitrarily increased.
  Additionally, the moving estimate outlines all possible additional fees, including what circumstances might lead to their application. Ms. ***** acknowledged these terms at the time of booking through her electronic signature. It is our standard and documented practice to review these conditions with all customers to ensure full transparency.
  We respectfully disagree with your claims of coercion, fraud, or elder abuse. These are serious and unfounded allegations that we do not take lightly. At no time was any customer threatened or coerced into accepting new terms. The suggestion that our company engages in "extortion" or deceptive practices is not only false but contradicts the signed documents and communication records we have on file. No customer is ever forced to proceed if they do not agree with the revised terms after a reassessment by the carrier.
  We understand how important it is for movesespecially long-distance ****** go smoothly, and we regret any frustration your family has experienced. However, we stand by the validity of our estimate, the process followed, and the services rendered. As a business, we also incur costs for coordination, dispatching labor, and securing carrier assignments once a reservation is confirmed, which is why deposits are not refundable once services have been initiated.
  If you would like us to reissue the estimate documents for your records, we are more than happy to do so.

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23537592
  
  I am rejecting this response because:

  This is such an automated, generic, and non-sequitur response. It reads like an AI wrote it. I will dignify it with a response, anyway, though. You were given the exact cubic footage multiple times. The exact details from moving the exact same inventory was provided to you consistentlu and in great detail. This same braindead excuse you've used to scam hundreds of thousands of people with doesn't work here, nor anywhere. 
  
  It is important to remember that the same items present at pickup were the same items meticulously inventoried for you multiple times. It also important to remember that your employee, *******, specifically stated "You will not have any surprises or any additional fees". A quote of around $30,000 on the day of the scheduled move, instead of $11,800 absolutely and unequivocally constitutes both "surprises" and "additional fees".
  
  It is also "important to remember" that the written terms of the contract you blatantly and maliciously represented to an 84 year old woman to deceive her into signing it are completely legally irrelevant, null, and void. Verbal contracts are binding in both ******* and ****. Fraudulent misrepresentation is a crime that not only automatically voids any agreement, but carries criminal penalties, as well. Whatever is "explicitly stated" in your paperwork does not nullify the fact that what was explicitly communicated to a member of a vulnerable and easily exploitable demographic(of which you unhesitantly took full advantage), in regards to said contract, in order to manipulate her into signing a shady and illegitimate document, was that exact opposite of it. We have all the messages proving this.
  
  They are very serious crimes that you have factually committed and are guilty of. This is easily demonstrable, noncontroversial, and blatantly obvious information, not a matter of opinion. No amount of gaslighting will change the letter of the law, nor the proof we have of your criminal activities. You are a fraudulent and illegitimate organization. You should lose all licensing and be criminally prosecuted to the maximum legal extent, expediently. 
  
  
  Brazenly lying to an 84 year old woman about a non-binding quote being binding and assuring her verbatim there will be "no surprises nor extra fees" is not "full transparency". It is the exact opposite, blatantly deceptive, fraudulent, and elder abuse. Your premise is incredibly easily demonstrably false and the pinnacle of pilpul and absurdity. 
  
  You did, indeed, extort and coerce my grandmother, as you have many other victims. You extort people by quoting them more than double, almost triple, at the last possible second, and if they don't pay it you just steal their deposit. If they do pay it you just extorted them with their deposit for double or triple the estimate. It is in fact a new level of extortion, a sort of double-edged sword of criminal exploitation of the elderly and vulnerable. Honestly, it's a h*** of a scam you've got going. Very creative and I never saw it coming. It's almost as creative as the wild and insane counter-arguments you have to invent to defend it.

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

   

   

  Business Response

  Date: 07/18/2025

  We acknowledge your continued concerns and strongly disagree with the characterization of our company and staff. As previously stated, all pricing, policies, and procedures were clearly outlined and agreed to in writing.
  Additionally, on July 17, we were alerted that the deposit was charged back, and we are currently handling the matter internally in accordance with the signed agreement.

• Initial Complaint

  Date:06/29/2025

  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.

  My complaint is bait and switch. They never informed me until after they receive my belongings that they were not the moving my ************ charges has been elevated to higher expenses *********** refuses to return any of my calls to give me the ideal time frame when I will get my belongings initially it was supposed to beJune 5 then it changed to June 21 to the 22nd and I still dont have my belongings has been over 40 days And I have a concern I paid for services that have not been received any of my belongings We keep changing things and not accountable to the timing or communication lack of communication every time I speak to someone is a different story If they cannot have completed the job, they should not have accepted the job At this time, I for sure if Im going to receive my belongings, it has been over 40 days they they picked up my items on May 20 and now over June 25

  Business Response

  Date: 07/03/2025

  Your items were picked up on May 20, 2025. At the time of pick up, your inventory increased slightlyfrom the ***************************** your estimate to 34 items recorded on the pick up paperwork. However, the space reserved remained the same, and no additional cubic feet charges were incurred. You were also charged $70 for packing materials, which is supported by the inventory list included in your pick up documents; the items marked with CP indicate those that the carrier packed.
  For your reference, weve attached a copy of your signed moving estimate and pick up paperwork. In the top right corner of the pick up paperwork, youll find the First Available Delivery Date (****), which was marked as June 5 at your request. Please note, the **** does not serve as a guaranteed delivery dateit represents the earliest day you are available to accept delivery. This is clearly outlined in both your moving estimate and the pickup documents.
  Given your move is approximately ***** miles, the standard estimated delivery timeframe is 1217 business days from your ****, though the carrier has up to 30 business days to complete the delivery per federal regulations. For further clarification, please refer to the Long Distance Form included in your pickup paperwork.
  As of June 23, we explained that your items were being prepared for transport. The carrier was waiting for the assigned driver to arrive at the warehouse, but unfortunately, the driver fell ill and was unable to begin the route. A replacement driver has since been assigned, and weve been informed that your shipment is expected to begin its route today. The carrier anticipates delivery within 46 days from the start of the route, and you will be contacted directly once a firm delivery schedule is confirmed.
  We want to make this right and appreciate your patience. As such, we will be emailing you a refund offer separately for your consideration.

• Initial Complaint

  Date:06/26/2025

  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.

  Hired Coastal Moving services to move my belongings from ** to **, they gave me a quote of $4020. The deposit was $2095 was paid upfront. The remaining balance was to be split in half one half due at pickup and the rest due at delivery. The move was scheduled for 06/25 at 11:00 am, the movers did not show up until after 8:30 pm asking for $3954 right then, and the same amount was to be paid on delivery. I have a recording of the movers admitting that the agents on the phone intentionally lie and put a small square footage needed, to get you locked into the contract, then the movers show up and give you a different quote that is double the original. He actually used the phrase they lied to you. After the conversation with the movers, I opened my email to get my receipt and I can no longer view it.

  Business Response

  Date: 07/03/2025

  Thank you for your message, and were truly sorry to hear about your experience.
  Our records indicate that you contacted our team on June 26 to express your concerns, at which point your file was escalated to our management department for review. You were informed that a manager would be reaching out to you to discuss the matter in more detail. Unfortunately, we were not given sufficient time to thoroughly review your file and respond before our billing department received notification later that same evening that you had initiated a chargeback with your bank for the deposit.
  Due to the dispute being filed, no further compensation can be offered, as our role as a licensed broker was fully rendered. This includes arranging and coordinating your move with an FMCSA-authorized carrier, preparing your estimate based on the inventory provided, and scheduling your services according to your requested time frame.
  We understand how frustrating unexpected costs can be, but we must reiterate that the space reflected in your estimate was based solely on the inventory communicated to us during the booking process. As we are not physically present to assess your belongings at the time of booking, the estimate remains just thatan estimateuntil the movers arrive and can determine how the items must be safely loaded, stacked, and transported.
  We regret that your experience did not meet expectations and are sorry we were unable to resolve this matter directly with you.

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23522606
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  I did not sign the agreement that was offered the company returned a small amount of my deposit anyway to avoid paying my entire deposit back. Again I did not sign the agreement sent to me. 

  Business Response

  Date: 07/11/2025

  Thank you for your continued communication. We would like to provide clarification in response to your recent rejection of our initial reply.
  Our records show that you signed two sets of documents:
  -Two Moving Estimates,
  -And two corresponding Credit Card Authorization Forms.
  

  These documents were electronically signed and time-stamped, and the ** addresses associated with the signatures were geolocated near *******, ********, which matches the region of your residence and supports their authenticity. These documents have been re-attached to this response for your reference.
  Furthermore, you initiated a chargeback on the 2nd deposit either on the day of the scheduled pickup or the day after. We voluntarily approved a partial refund as a good faith resolution, despite having already invested administrative resources and coordination efforts into your scheduled move.
  We stand by the validity of the signed agreements and the partial refund issued. Your claim that you did not sign any agreement is contradicted by digital forensics and third-party verified e-signature metadata.
  Should you have additional questions or require assistance obtaining copies of your signed paperwork, we are happy to assist.

• Initial Complaint

  Date:06/24/2025

  Type:Product 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 contracted Coastal Moving Services for a cross-country move from ******** to ********** scheduled for January 30, 2025. Their representative, ****, quoted me $2,695 for 300 cubic feet and reassured me to stay relaxed, that even if my volume increased, the only additional cost would be $5.00 per cf. He also promised to contact me a week before the move to review my inventory. I paid 50% up front.After the payment, **** became unreachable. I called, emailed, and received no response. One week before the move, a different representative named **** texted me to review. After reviewing the items, he claimed my volume had increased to 379 cf. He pressured me into signing a revised quote of $4,144, saying I had to sign immediately or my extra items might not be picked up. This quote included a "binding estimate fee" that increased from $2,000 to $3,000, a 50% increase with no explanation, despite my volume only increasing 25%.When I asked for clarification, I was told vaguely that everything goes up. I was never provided with a breakdown of costs, and I believe the company misled me from the start to lock me into a contract and raise the price later. I also requested to cancel when red flags appeared, but was told my deposit was non-refundable.The move itself was handled by subcontractors. My belongings were delivered upside down, including boxes marked fragile and this side up. Several crystal and porcelain items arrived broken. When I contacted Coastal Moving Services, they said theyre just the broker and not responsible. They offered to help with a damage claim, but took no accountability.I believe this company operates with deceptive quoting practices, poor customer service, and a complete lack of accountability for damages or final delivery quality. I am seeking a partial refund and an official response explaining the fee increases and failure to communicate accurately before the move.

  Business Response

  Date: 07/01/2025

  Thank you for taking the time to share your experience. We sincerely apologize for the frustration and inconvenience you've encountered.
  While we are disappointed to hear about the challenges during your move, we do want to clarify that our role as a licensed moving broker is to coordinate services based on the inventory and information provided. That said, we understand your concerns regarding communication, the quote adjustment, and the delivery experience. We are currently reviewing your file internally, including the estimates, volume adjustments, and communications that took place. We sent over the claims information on 02/12/2025. Our records reflect we have not heard from you since regarding any further questions or conerns.
  We will be reaching out to you directly via email to discuss a refund offer that we believe is fair given the circumstances.

  Customer Answer

  Date: 07/06/2025

   
  Better Business Bureau:
  
  I received an email from Coastal Moving directly to me offering a $1,000.99 which I think matches the extra surcharge done.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** **** ****** Da ***

• Initial Complaint

  Date:06/24/2025

  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 business was contracted to complete a move from ******* to ******* on June 7, 2025. The initial quote given via phone was $6200 Movers showed up were directed via phone as to to get. Mover number one called the client telling the client it was gonna be almost a total of 8900$ because there was a lot more stuff than had calculated over the phone with my list of items. Followed by that There was an agreement to provide them with $1000 extra to cover the move from the original fee to 8302$. The movers were instructed via phoned to move a variety of furniture and items from a shed into the truck to be transferred over to *******. The movers did not contact client following packing as told to **** clarify questions and concerns. The movers pick items left shed a total mess with items that needed moving, left furniture Outside that ended up being ruined by the rain. Now the movers are threatening that if I dont pay $3400 that they will keep my stuff and I am liable to pay extra amounts as a penalty for refusing to pay my bill with an open check/cash and they will sequester my furniture. They have offered me a refund for 500 in compensation for all these damages. My sofa which they left outside to be ruined was worth $850 and the way they left the shed in question was ridiculous. I have picturesattached to provide you with as needed. Please help movers are coming tomorrow 6/25/25 They just called me yesterday with a date. I wasnt even able to track where my furniture for weeks or get an ETA. Very unprofessional and very disrespectful.Nobody should take advantage of people this way. I am a single woman mother of 2 and this bill is highly inappropriate for the service provided.

  Customer Answer

  Date: 06/26/2025

  In addition of all the issues already discussed. The movers forgot to pack one of the most important items---a cement bench----also, broke a table. The truck was filled 18'x10 and they charged for much more cargo. Items were wrapped in a rushed like manner.

  Business Response

  Date: 07/01/2025

  Thank you for your submission and for taking the time to share your concerns.
  On June 13, our team received your email outlining multiple concerns regarding your pickup experience, including miscommunication about your sleeper couch and a mess allegedly left behind. In response, your file was escalated to a manager who reached out to the assigned carrier to obtain a full report. You were also contacted and provided with an explanation.
  Per the carriers report, you were not present at the time of pickup and had someone else present to allow the crew access. The crew was instructed that only one of the two couches was to be taken, and the second was placed near a pile of furniture and other items already outside. The carrier confirmed the mess in the shed was not caused by their crew. This information was relayed to you by our manager, who also extended a partial refund offer. When you did not respond, a follow-up message was sent on June 27 increasing the offer, and again on June 30 both without response.
  On July 1, our team was notified of a chargeback filed against your initial deposit. Due to this, we are formally voiding our refund offer, as we had been making every effort to resolve this matter with you directly and amicably.
  Your pickup inventory resulted in increased space requirements and charges. This is one of the reasons we strongly encourage clients to either be present or have a clearly designated point of contact during pickup to ensure clear communication.
  We will be responding to your financial institution with all signed documentation and evidence that we operated in accordance with the agreed-upon terms and policies outlined in your moving estimate.

• Initial Complaint

  Date:06/23/2025

  Type:Delivery 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 hired Coastal Moving Services to move my belongings from ******* to ********. From the start, I was told that delivery would take 712 business days from my preferred date of May 31, 2025. I relied on this timeline to plan my move.When the movers arrived to pick up my items, they attempted to upcharge me beyond the originally agreed price. I was pressured on the spot and was ultimately forced to pay in cash. I was not provided another payment option, and the way the charges were suddenly increased at pickup felt dishonest and predatory.After my belongings were loaded, I was told that the truck officially entered transit on June 18, 2025. Since then:I have received no clear or consistent delivery updates.Customer service and dispatch repeatedly dodged my calls and avoided accountability.The company lied multiple times about delivery timing and truck location.Representatives gave me conflicting information and continued to mislead me instead of providing honest answers.I later found out that Coastal Moving Services took on additional jobs along the route, further delaying my delivery none of which was disclosed upfront.The entire experience has been extremely stressful and unprofessional. I feel I was misled, overcharged, forced to pay in cash, deprived of transparent communication, and left waiting indefinitely for my belongings.I am formally requesting:An immediate, specific delivery estimate.Full disclosure of the trucks current location and remaining stops.Accountability for the upcharge attempt, the forced cash payment, and the dishonest handling of my move.If this issue is not resolved promptly, I am prepared to escalate to small claims court, leave formal public reviews, and pursue further action across consumer protection channels.Thank you for your attention to this matter.

  Business Response

  Date: 07/01/2025

  Thank you for your feedback and for bringing your concerns to our attention.
  Our records reflect that your file was escalated to a dispatch manager to ensure it was handled with priority and care. Throughout the process, he remained in direct communication with the assigned carrier and provided you with ongoing updates as they coordinated your delivery based on scheduled routes to *********
  Additionally, upon delivery, when it was determined that a shuttle would be required, the dispatch manager you were working with took immediate action and was able to have the shuttle fee waivedcovering the cost on your behalf as a courtesy.
  We understand moving can be a stressful experience, and while we regret any inconvenience, we do hope these efforts reflect our genuine commitment to supporting you throughout your relocation.