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:09/20/2025

  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.

  I put a deposit of $900 to coastal movers and I was planning on moving to ***** with my boyfriend and I was in a very abusive relationship and he started harassing me and mentally abusive name calling and accusations and the fact that he has put hands on me before I thought I should not move with him and risk my safety and life and they refuse to refund me even though it's a safety reason since I had 72 hrs and it is past that I have pictures of the abuse and death threats from text messages and I am not happy with this desicion to keep my money in such a drastic situation.

  Business Response

  Date: 09/22/2025

  We are very sorry to hear about your situation and the hardship you are experiencing. Please be advised that a billing manager will be reaching out to you tomorrow via email to discuss this matter further.

  Customer Answer

  Date: 09/24/2025

   
  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:09/18/2025

  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 submitted a request for quotes for moving services online, and immediately got a call from **** ******* a representative for Coastal Moving Services in *********** **. After spending quite some time on the phone to get an estimate and with heavy pressure from Mr. ******* I agreed to sign a binding estimate for moving services. There was some language embedded in the fine print about a 10 percent fee for cancellation. When I asked about it, Mr. ****** told me TWICE that the fee only applied if one cancelled after 72 hours - and there was also reference to 72 hours in the contract. Mr. ****** knew I would not sign if I thought the 10 percent penalty applied. Coastal charged $1800 to my credit card.After finding out that this is a poorly rated moving broker, I cancelled within 24 hours. Mr. ****** had told me to call him if I wanted to cancel, which I did, and he said he would initiate the cancellation - which he did not do. I found an email for Coastal Moving embedded in the contract, and sent a notice of cancellation that same day (note - there was no customer service number available). They eventually, refunded $1620 to my credit card, and stated that the 10 percent was a "processing fee," though NO ONE else in the industry charges that. They clearly make most of their money by lying about their services and their contract. Note that they underestimated my load by about 20 percent compared to later estimates I got, with the intention that the contract trucker would collect thousands more when they show up and say "you owe more."

  Business Response

  Date: 09/22/2025

  Were very sorry for your experience described. We have reached out and confirmed that we will be refunding the remaining balance of your deposit. We appreciate you bringing this to our attention and regret the frustration this caused.

  Customer Answer

  Date: 09/22/2025

  The company has agreed to refund the fees withheld and has completely resolved the complaint.

  Customer Answer

  Date: 09/23/2025

   
  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:09/18/2025

  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.

  Coastal moving stole my money and never moved me after stealing 3500 dollars from me. They came then never moved anything of mine and then had to hire another company to move me within 12 hours. They never followed up after many attempts of reaching out to them. Then when I filed a claim with the bank they said they did move me my wife and kids they are full of lies.

  Business Response

  Date: 09/22/2025

  We are sorry to hear of your frustration. The crew arrived on the scheduled pickup date and explained revisions were needed as the items required more space than your estimate reserved, even beyond the extra space the carrier had prepared. They remained onsite for several hours attempting to reach a resolution and offered to return the next day with another truck due to the significant increase in items and space. We also reviewed the cancellation policy with you should you choose not to proceed.
  The following day, when the carrier attempted multiple times to confirm how you wished to proceed, no response was received. On 07/24, our billing department was notified you disputed the deposit, even though our role as the broker had been fulfilled. Please note we did not claim to have moved you directly, but rather provided the signed estimate and cancellation policy you agreed to.

  Customer Answer

  Date: 09/23/2025

   
  Complaint: 23904640
  
  I am rejecting this response because:
  They were on site for 25 mins. They left saying someone will contact you within the hour.  A hour came and passed I called the main line 5 times waiting to get a answer for when and what truck would come never got a call back after being told we will call you back in 30 mins.  Only call I got back was on the 25th I believe so the did not hold their end of the co ***** which did have a three day window.  
  Sincerely
  
  ****** ******

  Business Response

  Date: 09/23/2025

  We are sorry again for your experience and the frustration it has caused. Please note the carrier did reach out regarding your move. Additionally, because a dispute was initiated on your deposit on 07/24, compensation has been denied at this time.

  Customer Answer

  Date: 09/23/2025

   
  Complaint: 23904640
  
  I am rejecting this response because:
  Attached are the dates of when I requested the refund as you can see it is after the three day ***** period for moving. So no you are incorrect.  And no call was ever made to me I had to do all the calling to you and find out what was going on in which the customer care person never gave me an answer.  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/15/2025

  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.

  This company is totally dishonest. I was given a one way moving quote of 2700dollars for a one way non transfer move. All disassembly and reassembled included. Upon their quality reevaluation it was determined I had an additional 35 % increase in volume to which i agreed. When the 3rd party mover came i paid the difference in cash. Upon delivery I was told i owed an additional 2594 dollars which had to be paid in cash before they would offload. Neither the pickup crew or delivery crew could barely speak English. The delivery crew did not reassemble the furniture. It was a nightmare from start to finish. Very few of my inquiry throughout the process were addressed.

  Business Response

  Date: 09/16/2025

  Our records reflect that on 09/12 we reviewed the full breakdown of charges with you and, in recognition of your concerns, we extended an offer of a partial refund which you accepted. Following that, we sent you a written settlement agreement, which you signed.
  It is important to clarify that the agreement specifically states under the section titled No Further Claims that the client agrees not to pursue any further claims against Coastal Moving Services arising from the dispute, except as provided in the agreement.
  We regret that you felt the experience was frustrating, but given that a resolution was reached and finalized through a signed settlement, this matter has been closed in accordance with that agreement.

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23889143
  
  I am rejecting this response because: i have been misled throughout the whole process then they dangle a carrot with a legal bunch of mumbo jumbo?  ************ needs to be responsible for their unethical tactics. Us old retired veterans are being scammed every day

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

  Business Response

  Date: 09/16/2025

  Thank you for your response. Our records show that you agreed to a reimebursement on the day of your pick up and stated your concerns were resolved.  The reiembursment was processed on 9/14/2025.

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23889143
  
  I am rejecting this response because:  I was led to believe I was getting a refund for packing materials.  NOT a settlement as I told them it was an insult to me to offer 100 dollars to settle my claim for 2594 dollars in which I was overcharged. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/15/2025

  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 signed a contract with this business for $2500 to take 2 rugs from ******* to ****. The contract contained a 72 hour cancellation period. My DPOA agent, ***** M. *******, called within 12 hours to cancel the contract. She asked for a method to send the business a copy of my DPOA. Two women "supervisors" - the first refused to provide her name and the second identified as Alea- did not understand the law or concept of a **** and refused to accept the ****. They kept saying that "he gave us his credit card number so he can call to cancel". They also refused to connect her to someone who could assist because of being better educated or trained. They have no right to my personal reasons for having my agent manage the cancellation and by law needed to honor a valid POA. They were just trying to impede my legal and contractual right to cancel within 72 hours. I want a full refund of the $1400 deposit I paid and a release from the contract. An apology from management for the poor training and conduct of their staff would be refreshing but is not expected.

  Business Response

  Date: 09/17/2025

  Thank you for bringing this matter to our attention. We regret that your experience with our staff caused frustration during the cancellation process. We understand how important it is that communications involving a DPOA agent are handled respectfully and efficiently, and we are sorry if you felt your concerns were not properly addressed at the time.
  To clarify, your request to cancel was indeed received and honored. For your records, the cancellation was received and submitted on September 16th, and the refund was processed on the same day. Please see the attached refund receipt confirming this.

  Customer Answer

  Date: 09/17/2025

   
  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:09/10/2025

  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.

  On 8/5, I received an estimate for moving and clearly stated I had a 10x15 storage unit with Extra Space Storage. I detailed two pickup locations, (1) ****** and then (2) ********. I was provided an estimate of around 6k, which is now no longer accessible via the link they provided nor will their support team provide me the copy. On 8/13, I had another call with Coastal Moving to finalize inventory and the estimate moved up to $12,796.46. When I had inquired about the increase, I was told that the first estimate did not account for the correct unit cubic sq. ft. on the 10x15 unit, which is the fault of the first associate who assisted me. As I had already paid a deposit of the first estimate which was non refundable at this point (post 72 hours after first estimate), I had no choice but to accept the increase. On 8/17, day of pickup, Loadrans LLLC, the moving company, indicated that the cubic sq. ft. was inaccurate in the 2nd estimate and said they had to yet again increase to $15,332.99. At this point, I am operating on the basis of two inaccurate estimates, however, I had already driven to ************** (1.5 hours from where I was located) to meet movers and movers were already on site and given the timing, I had no choice but to proceed with the new estimate in order to move my belongings timely. On 8/27, the movers claimed I had to pay yet another $1,200 in order for them to switch my belongings to a truck that would fit in my neighborhood, even though the truck they picked up my belongings in would've been the right size. Overall, the main root of the issue is the inaccurate estimates in a seemingly bait and switch scheme even thought I had disclosed the appropriate storage unit size.

  Business Response

  Date: 09/12/2025

  We want to thank you for bringing this matter to our attention. We will be reaching out to you directly by email to review your move in detail and address the concerns outlined in your BBB complaint.

  Business Response

  Date: 09/12/2025

  We regret to hear of your continued frustration. We want to note that we have remained in constant communication with you throughout this process, clarifying all charges from pickup and providing copies of all signed documentation at your request. In addition, several refund offers were extended in an effort to resolve these matters directly with you.
  The final partial refund offered on 09/03 still stands should you decide to change your mind and accept it.

  Customer Answer

  Date: 09/17/2025

   
  Complaint: 23866357
  
  I am rejecting this response because no one has reached out to me on this matter yet. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 09/18/2025

  We regret to hear of your continued frustration. We want to note that we have remained in constant communication with you throughout this process, clarifying all charges from pickup and providing copies of all signed documentation at your request. In addition, several refund offers were extended in an effort to resolve these matters directly with you.
  The final partial refund offered on 09/03 still stands should you decide to change your mind and accept it.

  Customer Answer

  Date: 09/19/2025

   
  Complaint: 23866357
  
  I am rejecting this response because the amount offered for the refund is not sufficient. The root of the issue is that multiple representatives inaccurately documented my 10x15 unit which then meant I had multiple unexpected increases over the initial quote. The whole reason I went with Coastal Moving was on the basis of the 6k quote which ultimately ended up being well over 16k. The mistakes made by the inaccurate quotes cost me over triple in moving expensive and caused great financial strain. The whole bait and switch scheme is a bad business practice in which multiple clients have reported or have been impacted ny. The calls are all recorded if they need to be referenced which clearly reflect my disclosure of the 10x15 unit which the representative admitted was documented incorrectly. Additionally, I had no choice but to agree to the increases as they were last minute, meant the money I paid to that point was nonrefundable, and did not allow me to go elsewhere given my moving timeline based on flights / job.

  Thanks.

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

• Initial Complaint

  Date:09/06/2025

  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.

  It has been more than 30 days since my scheduled delivery date, and I still have not received my things. For the past three weeks, I have been told that my belongings would be delivered over the weekend. Each time, the delivery date has passed with no communication. On my pickup date, I received a vague text message saying the movers had car issues and could not make it. This caused extreme duress. After that text, my original estimate was no longer made available to me. I asked for copies many times and never received until weeks later after threatening legal action. I was charged an addl fees for stairs on pickup day despite confirming multiple times beforehand that my third-floor apartments at both locations were included in the estimate. I felt pressured to pay since the movers had already arrived late.When confirming my final inventory count, I was charged extra, even though I had been told I had addl square footage included. When I disputed these charges, I was told that recordings of my calls proved I had been informed of the higher price. I ultimately agreed under that representation. I later requested copies of all recordings and was told the calls are for internal records only. This makes me believe I was misled into paying more under false pretenses. During the booking process, I was never informed Coastal was operating as a broker instead of a direct carrier. This was never disclosed, which is misleading and deceptive. During the call, it was also never disclosed that a service fee would apply in the event of cancellation. Instead, I was verbally assured that what I was signing matched everything we had previously discussed.Prior to my move, I called the company after reading numerous negative reviews and complaints online. I was reassured that the company completed thousands of moves a year and that the complaints were not accurate. Communication has been inconsistent, vague, extremely rude or ignored entirely.

  Customer Answer

  Date: 09/09/2025

  My delivery is scheduled for today. The movers called and told me that they will be again charging me for stairs. They told me I had to call Coastal. I called Coastal and they are telling me I have to pay stair charges as they only included one extra flight on my estimate. Per my previous complaint, I called twice prior to my move to ensure all flights were accounted as I lived on the 3rd floor at both places. They are now saying they are going to call dispatch and tell the movers to drop everything off at the bottom of my stairs! Last minute, day of my move after I havent received my things for over 30 days. I even emailed them multiple times about the charges for stairs prior to delivery and never received a response. They had every opportunity to work this out and discuss with me prior to delivery. And now they are trying to cause additional stress, financial loss, and burden on me on the day of my delivery when Ive waited over 30 days for my things. Again, I already attempted to discuss this multiple times with no response. I even paid extra for stairs when my stuff was picked up. I cannot believe this is happening when Ive done everything I could to resolve this stair issue prior and Ive received no response. 

  Business Response

  Date: 09/11/2025

  We are very sorry to hear of the difficulties you have experienced. Please know your file has been escalated to a supervisor, and they will be reaching out to you directly on 09/12 to review your concerns in detail and provide next steps.

  Customer Answer

  Date: 09/12/2025

   
  Complaint: 23848089
  
  I am rejecting this response because it is 8 pm on 9/12 and no one has reached out to me. Additionally, my items were subsequently finally delivered but multiple items were damaged/broken during my move. When I notified Coastal, they were again rude and argumentative and took no responsibility for these damages instead blaming the moving company, when they are vicariously liable for securing said moving company without my approval or knowledge. 
  
  Sincerely,
  ****** *******
  

  Business Response

  Date: 09/15/2025

  Our records reflect that you received an email from our management team this morning. Please also note that prior to pickup you were sent an email informing you of the assigned carrier and the accepted forms of payment for pickup and delivery, which you acknowledged by signing (see attached for reference).
  Your file is currently under review as we await the delivery paperwork so that we can work with billing toward an amicable resolution. We sincerely appreciate your patience during this process.

  Customer Answer

  Date: 09/15/2025

   
  Complaint: 23848089
  
  I am rejecting this response because the issue has not been resolved. They have provided no resolution. Also, the email they referenced was sent to me 7/25, the Friday before my scheduled pickup. I immediately responded asking for more details and received no response to my questions. I even had to follow up the day prior to the last date of pickup because I never heard back. Their customer service *** was rude and unhelpful. Emails attached. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:09/05/2025

  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 hired what I thought was a moving company called Coastal Movers to move my household items from ********** to ******. My moving date was set for July 22 with a window of potentially July 21st. When I realized I could not move on July 21st I called Coastal Movers and told them that the 22nd was my only date to move. They said "OK, we will write it down in our notes". I called them 2 weeks before the move date to be sure that the move would happen on the 22ND of July only and again they said "OK, we will put that in the notes". A few days before the move I got a confirmation call from a different moving company that Coastal Movers had hired to move for them, ************, they said Coastal gave them the date of the 21st as an option and they were not available the 22nd. I told them no I was not ready and not packed and they said "OK", but they called me at 11:30 AM on Monday the 21st telling me they were on their way to pick up my things. I said I was not ready and not completely packed and they are a day early. They said if I changed the date then I would have to reschedule the whole move, they said don't worry we are "professional movers" and we will finish packing for you. So I agreed to let them come and finish packing and load the house.I was so stressed that I did not pay enough attention to all the packing. I had my people packing and this company of movers called Loadrans packing too. The ******* haded me the contract with an X where to sign saying it was the contract saying where the items were going and the ins. I didn't read it. I signed it without reading it. I didn't sign a contract with Ins at all, I signed a Waiver saying I would not seek any compensation for lost or broken items. I signed my all my items away. They said 7-10 days but it took 20 days. Everything arrived destroyed, shattered and missing items.The delivery ******* said "the same thing happened to the people he delivered to yesterday". No returned calls from either company.

  Business Response

  Date: 09/11/2025

  Thank you for submitting your concerns. We understand how stressful moving can be, and we want to help clarify the situation. We will be reaching out to you directly by email to go over your documentation and work toward a resolution.

  Customer Answer

  Date: 09/12/2025

   
  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:09/04/2025

  Type:Sales and Advertising 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.

  Although the items we were bringing were within the 760 cubic foot range as discussed on the phone and agreed to in the estimate, the price increased when the moving company arrived. They claimed the space needed was 950 cubic feet, and offered a new estimate of $7700 verbally on site ($2000 more than the original estimate). Nothing was measured, not a piece of furniture was put on to the truck, and the price went up 35%

  Business Response

  Date: 09/09/2025

  We are sorry to hear of your concerns and want to take a moment to clarify how the process works, as outlined in the documents you received and signed.
  Coastal Moving Services is a licensed booking agent. As explained in your estimate, the pricing provided over the phone is based on the inventory list and standard industry cubic-foot averages. The estimate is a reservation of space, not a final contract for exact volume. The professional movers assigned to your shipment are required to confirm the actual space needed at the time of pickup after physically assessing the items. If items are bulky, non-stackable, or more numerous than estimated, the cubic footage can increase even if the inventory count seems unchanged.
  Your estimate reflected an approximate space of 760 cubic feet. On the day of pickup, the crew determined the shipment required closer to 950 cubic feet. This is why a revised total was provided onsite. This process is standard and in line with the federal guidelines governing interstate moves, which require that the final Bill of Lading reflect the actual space or weight of items loaded, not just the original phone estimate.
  We also want to clarify the cancellation and deposit terms. As stated in your paperwork, the deposit secures your reservation and coordination of services, and it becomes nonrefundable once services are scheduled and the carrier is dispatched. That said, in response to your email, we have already offered you a partial refund as a goodwill gesture to assist in resolving this matter.

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23840970
  
  I am rejecting this response because:

  I dont think you fully understand the problem. When the movers arrived, they did not measure anything. They just decided based on first glance that I needed more space. 
  
  
  After rejecting the on-site estimate, I needed to rent a U-Haul to complete my move. I put everything into the U-Haul, took pictures, and measured the space. The space needed was less than the original 760 cubic foot estimate. 
  
  
  Thank you for extending the partial refund but it is simply not good enough. I did my due diligence. We can show that the space needed met the original guidelines of the estimate, and you guys failed to fulfill your end of the deal. I am still seeking a 100% refund or legal action will be pursued. 

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

  Business Response

  Date: 09/10/2025

  We understand your continued frustration and appreciate the additional details you provided in your rejection. We want to reiterate that the process you agreed to when booking was based on estimated cubic footage derived from the inventory list provided. As outlined in the estimate and supporting documents, final charges and space requirements are determined onsite by the carriers professional movers once they assess the shipment in person. This is standard procedure across the moving industry and part of the agreement you signed.
  While we respect the measurements you conducted after renting a U-Haul, the carriers determination of cubic footage at pickup is what governs the final estimate, not independent measurements taken afterward. Our role as the broker was fulfilled by reserving your space, assigning a licensed carrier, and coordinating your scheduled services, which is why a full refund has not been approved at this time.
  That said, in recognition of your dissatisfaction, we extended a partial refund as a goodwill gesture. This remains available to you, but we must stand by the policy that a 100% refund is not warranted given the services rendered and the terms of the agreement.

• Initial Complaint

  Date:08/31/2025

  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.

  After all my stuff was picked up (Saturday, August 16), I was told it would be at destination a week from my first available date (8/22 so should be at destination by 8/29). I got a call the following Wednesday (8/20) saying my move was being loaded and would arrive in 4-5 days. 5 days later, nothing. I call and ask when its coming and they say it never got loaded because the driver cancelled so now it wouldn't be loaded until Thursday (8/28) and would arrive Saturday or Sunday (a day or 2 after the date I was given as the last possible date it would arrive). No one ever bothered to update me, no phone call, nothing. I tell them I start work Friday and ask if they can try to get it there sooner. They say "we'll see what we can do." Again, I get no update until I call Wednesday and they say it'll be loaded Thursday (I'd bet all the money I have they did not make the slightest effort to get it there sooner). Get the text Thursday saying its loaded and will be there in 3-4 days and I'll get a call 24 hours before (8/31 or 9/1. Now several days after the "last possible arrival" date I was given). Now we're on day 3 and still no call saying it'll be here by tomorrow so I'm once again calling them for an update on what the delay is this time, when they should be calling me about the delays, AND THERE SHOULDN'T BE THIS MANY DELAYS!!!!!! We're now over a week after when I as told my things would arrive and several days after what I was given as the "last possible arrival" dates. I'm getting no updates unless I call (and when I do its always a 20 minute ordeal to get anyone who knows what they're talking about). I JUST WANT MY STUFF DELIVERED WHEN THEY SAY THEY'RE GOING TO! I'm now needing to have people travel here so someone's home when they come, and I've told the company this, and they still won't give me updates so I can have someone home. I want my furniture back this week.

  Business Response

  Date: 09/08/2025

  We are very sorry to hear how stressful this process has been for you and want to directly address your concerns. According to your pickup documents, your First Available Delivery Date (****) was 08/22. As outlined in the estimate and signed paperwork, the **** represents the earliest date you are available to receive your shipment. It is not a guaranteed delivery date but the starting point for the carrier to plan logistics. For your mileage, the standard estimated delivery timeframe is 712 business days from the ****, and carriers are permitted up to 30 calendar days to complete delivery before compensation is required.
  That said, we recognize that communication and scheduling issues caused you unnecessary frustration. The driver previously assigned to your shipment did cancel twice, which was unacceptable. Please know that individual is no longer employed, and the carrier worked to reassign and complete your delivery.
  We have been informed that your items were delivered at least a week ago from today. While your paperwork outlines the delivery spread and policies, we take your feedback seriously and regret that the delays and lack of communication left you feeling unsupported. We will be reviewing this internally to ensure better handling and updates for clients moving forward.