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:08/31/2025

  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.

  I was searching for a long-distance mover to move 4 rooms worth of furniture and other belongings from *********, ** to *********, **. The price advertised by Coastal Moving Services was the best. I called their number and spoke to their **** ** had a WhatsApp video call. I walked through the whole house and showed all my stuff. Based on that, the **** created a list of items to move and gave me an estimate price - $3,500. The price looked good, and I signed an agreement with them and paid $1,700 deposit. In addition to the list of items to move, the agreement included an estimate of the volume required to fit everything on a moving truck - 839 cf. On the day of the move, a moving crew came with a huge moving truck. They looked at my belongings and told me that the volume estimate was wrong, that the actual volume would be twice as much and therefore the actual price would be $8,877. I was appalled: this price was much higher than what other movers advertised. Also, I could see that my stuff would easily fit on the truck occupying about a half of the available volume. The moving crew were not Coastal Moving Services employees. They were sub-contractors. I called the Costal Moving Services office and informed them that I was not willing to pay that much. They spoke with the moving crew and after ~30 minutes of waiting, the moving crew left. I had to move by myself: I rented a 16' Budget truck and loaded most of the stuff on it. Plus, I had to make later 3 round trips on my **** F-150 to carry the rest. On 07/15/2025, I sent an email to Coastal Moving Services requesting a $1700 refund. I did not get any response.

  Business Response

  Date: 09/11/2025

  We appreciate the customer bringing their concerns to our attention. Our team will be reaching out directly via email to review the details of their file and work toward a resolution.

  Customer Answer

  Date: 09/12/2025

   
  Complaint: 23821262
  
  I am rejecting this response because: it does not answer my complaint in the essence. It simply promises to get back to me by email sometime later without giving a timeframe for their actual response.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 09/12/2025

  You were emailed on 09/11/2025 at 2:43 pm EST. Please check your email.

  Customer Answer

  Date: 09/15/2025

   
  Complaint: 23821262
  
  I am rejecting this response because:

  I do not disagree with Coastal Moving Services about the facts, except maybe one thing: the list of items was compiled not by me, but by the Coastal Moving Services representative who asked me to walk around my whole place and show him all the belongings that need to be moved. Therefore, he was aware of the size of every item before he prepared the estimate. There was nothing added to the list. There were no unusually large items.

  The main disagreement lies in how we view this transaction. I believe that luring customers into an agreement by giving them unrealistically low-price estimates and later leaving them with no option to get out of that agreement is a dishonest practice, a scam. There are many complaints on the BBB Web site from customers who have been scammed by ********************** the same way that I was. So, this is not a mistake, this is their normal business practice that they seem to be unwilling to change.

  Therefore, could BBB advise me on what I could do next to restore the damage Coastal Moving Services has done to me? I am a senior citizen, and it was very taxiing physically, emotionally and financially to experience what CMS put me through. Should it be a small claims court or are there some other options?

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

• Initial Complaint

  Date:08/30/2025

  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.

  On August 6, 2025, I called Coastal Moving Services, LLC for an estimate. I spoke an agent and we went over all the items to be included in the move. I was given a quote for 12 pieces. I paid the required deposit to secure the day for my move on Monday, August 18th. On Friday, August 15th I added 9 more pieces for transport. My estimate was updated to 21 pieces, and I paid the additional deposit that was required. On the day of pickup, 3 men showed up from Rapid Express Moving and Storage. I was advised that there was not enough room for all of my items and that if I wanted all of my items transported, I would have to pay an additional $2,000.00. All of the items listed on the estimate were the exact items. Pickup was halted while I called Coastal Moving Services for an explanation on why there was an additional fee and if I could cancel the move. The woman in customer service stated it was an estimate, and they have no control if the movers state its more and that they would not refund the deposit that was already paid since they require a 72-hour notice. At this point, the movers were only willing to take 9 items, and I would have to figure out how to get the remaining items to my new address. Upon my arrival in **, I called Coastal Moving Services and spoke to ****** again. I expressed my complete and utter disappointment with their service and the movers only took 9 out of the 21 pieces that I paid for. I then asked to speak to the CEO. He told me that he would pass along my concerns to someone higher up and they would reach out to me within 24 hours. On the third day, I had to make other arrangements and pay out of pocket for the transport of the REMAINING 12 PIECES that were NOT transported and that I had PAID for. Also, on the day of the delivery, the truck showed up 2 blocks away because they couldnt make the turn onto my street, which I had informed them of multiple times. Not only that, but there was also just ONE guy for the delivery.

  Business Response

  Date: 09/10/2025

  We are sorry to hear about your experience and the frustration this situation has caused you. We take feedback like yours seriously and are reviewing your file internally. While our role as a licensed broker is to provide estimates based on the inventory provided and then coordinate with a carrier to complete the move, we understand your concern about how the process felt and the outcome you described.
  To help bring this matter to a fair resolution, we will be reaching out to you directly to discuss and offer a partial refund.

  Customer Answer

  Date: 09/11/2025

   
  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:08/29/2025

  Type:Customer Service 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.

  Costal Moving damaged, destroyed and lost over $3000.00 worth of household goods. Insurance was purchased and they offer $126.00 for a settlement. This was forwarded to a third party who will not talk to me and repeats they same old line every time I contact them. I have requested phone calls and/or a phone number to no avail.

  Business Response

  Date: 09/08/2025

  First, as explained in your estimate and pickup paperwork, all interstate moves include the federally required standard liability coverage of $0.60 per pound per article. This is not full replacement insurance, but a limited valuation coverage that applies automatically unless additional insurance is purchased prior to pickup. If higher protection is desired, it must be arranged and paid for in advance of the move. Because no additional coverage was purchased in your file, the carrier was limited to the basic liability rate when issuing settlement on your claim.
  We also want to note that Coastal Moving Services is a licensed booking agent and does not physically pack, load, or transport goods. The carrier assigned to your move is responsible for handling your items and for processing claims for damage or loss. However, Coastal did extend you a partial refund directly as a gesture of goodwill, to assist you with the additional packing charges onsite, and you accepted and signed a Settlement Agreement (see attached). That agreement clearly states that no further claims may be pursued against Coastal Moving Services in relation to this relocation. This public complaint is therefore in direct violation of the signed agreement.
  We understand the frustration of experiencing damages during a move, particularly when the settlement amount does not reflect the replacement cost of your items. While Coastal has fulfilled its obligations under the Settlement Agreement, any further recovery beyond the refund already provided must be pursued directly with the carrier under the valuation coverage included.

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23816160
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 09/10/2025

  We acknowledge your rejection of our previous response through the BBB. While we regret that our explanation did not resolve the matter to your satisfaction, our position remains that we operated within the terms and policies outlined in the estimate and documents you signed.

  Customer Answer

  Date: 09/11/2025

   
  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:08/29/2025

  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 damaged and destroyed several items during my long distance move. This included destroying both of my sister's mobility aides, several items of generic furniture, and an antique jewelry chest. The jewelry chest was also unwrapped and broken into during the move, with an heirloom ring handed down through 3 generations being stolen. Total costs to replace all damaged/destroyed/stolen items will be over $1000. We followed the extensive process to file a claim, was even told by ******** at Coastal Movers that if we weren't happy with the offer they would make us a counter offer, and were offered less than $90, which won't even replace the wheelchair. It also took a momth to even get that offer. Now when I try to email and call the company to ask about their counter offer i get ignored.

  Business Response

  Date: 09/08/2025

  We are truly sorry to hear about the damages and the loss you reported during your move. We understand how upsetting it is to have sentimental and essential items, such as mobility aides and an heirloom jewelry chest, arrive damaged or missing. We want to take a moment to clarify our role and the claims process, as outlined in the documentation you received and signed.
  Coastal Moving Services is a licensed interstate broker, not the motor carrier. This means we arrange and coordinate services with licensed carriers, but we do not physically pack, handle, or transport your belongings. Per your agreement, all claims for damaged or lost property must be filed directly with the assigned carrier. For liability purposes, the carrier is the responsible, and claims are resolved based on the carriers valuation coverage.
  As stated in the estimate and pickup documents, the standard liability coverage included is $0.60 per pound per article unless additional valuation coverage is purchased prior to pickup. This is why the initial settlement offer you received from the carrier may seem low compared to replacement costs. While we are not able to override the carriers settlement, we are committed to supporting you through the process and ensuring your claim is given the appropriate attention.
  We will be escalating your file with the carriers claims department to review your concerns regarding both the amount offered and the communication delays youve experienced. Your feedback is taken very seriously, and while Coastal itself cannot issue compensation for damage, we want to assist you in holding the carrier accountable to their obligations.

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23814645
  
  I am rejecting this response because: this company has still not reached out to me,nor did they keep their promise to make things right if I was unsatisfied with the claim offer tbrough the third party.  I was even forced to sign off on delivered items before being allowed to inspect anything.  
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 09/10/2025

  We want to assure you that we are still actively working with the carrier regarding your concerns and reviewing what additional steps can be taken for you.
  Please allow us until the end of the day on 09/12 to reach back out with an update and let you know what can be done. We appreciate your patience as we continue to advocate on your behalf.

• Initial Complaint

  Date:08/27/2025

  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.

  Coastal Moving Services quoted us $5,013.19 for our move based upon the provided estimated/quote. I paid the $1,758.00 deposit, I spoke to their sales person whose email I have but will not include in case this complaint is published and provided payment to "get on the board" for a move scheduled the next day. The following day, the carriers as I later found out, came 9 hours later than promised and then proceeded to give us yet another quote to move the items. I was told that Coastal Moving Services 'facilitates' getting movers to come to your residence but the 'estimate' I was provided and made my decision on, was basically short $15,0000 from what they were willing to commit to.I called my salesperson back and he proceeded to have Costal Moving Services outbound 'customer service' department talk to me. After I proceeded to explain my concerns, the operator advised that he could 'give me a deal' and only charge me an additional $3,500 just to effectively fill a 26 foot u-haul carrier. Additionally the carrier advised we would not get our stuff for approximately 7-10 days after. None of this was disclosed to us during our phone call.I asked the customer service representative to please refund us our deposit but they advised I would have to email for 'legal reasons' which I did the next day. Two weeks later, I never received a response back. My wife and I have limited physical mobility and we had to rent a U-Haul and find some volunteers from our local community who were willing to help us given we couldn't even afford the additional moving truck *********** I wrote in my email, it's fine to provide any good faith price you want but in my opinion, it's bad faith to so grossly underestimate the actual costs and provide no way to get a refund before any work was done.

  Business Response

  Date: 09/08/2025

  We regret to hear that your experience left you feeling misled and frustrated, and we want to clarify the details of your file. Our records show that services were booked on 08/11 for a move scheduled the very next day, 08/12. This is considered a last-minute booking since services were requested less than 24 hours in advance.
  Your moving estimate reflected an inventory of 130 items and an estimated space reservation of 829 cubic feet, covering items from both your household and a storage unit. On the day of pickup, the crew arrived at the condo unit and assessed the items there. They determined there were several additional pieces, many of which were larger than standard, resulting in the need for an additional 438 cubic feet for the household portion. At the storage unit, the crew confirmed an additional 753 cubic feet was required.
  The additional space was calculated at your locked-in rate of $3.75 per cubic foot. This means the overall adjustment was not an additional $15,000 as you mentioned, but rather $5,046, for the extra space and fuel cost. To assist, the customer service manager you spoke with was able to secure a discount of $1,546 against that adjustment. You ultamately decided to cancel services onsite at pick up.
  We understand how frustrating unexpected costs can be. Please know that we are not intentionally underestimating quotes. Our system calculates space based on the inventory communicated to us before pickup. However, when items are bulky, non-stackable, or more numerous than what was listed, additional space can be required to ensure safe transport. Coastal Moving Services is a booking agent, and as stated in your documentation, estimates are based on industry averages and standard dimensions. Final charges and service adjustments are always confirmed onsite by the professional movers who physically assess your belongings.
  Finally, as outlined in your estimate, the cancellation policy specifies that if services are canceled onsite, the deposit is nonrefundable. This is because our role as the brokerto schedule, secure your space, and coordinate with a licensed carrierhas already been fulfilled at that point.
  While we must stand by the terms of your signed estimate, we do sincerely regret that this process caused you stress and left you feeling unsupported. We will be reviewing your feedback internally to ensure clearer communication with last-minute bookings so clients have the fullest possible understanding of how estimates can change at pickup.

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23808392
  
  When I executed the arrangement with your agent, it was based upon a good faith estimate based upon the inventory I did submit, which includes 70 storage totes, 20 u-haul boxes, a bed, couches, etc. I was quoted a price based upon your expertise as a coordinator and at least an experienced agency. The carrier that did arrive advised that based upon my initial bill of lading, the actual price would be three times higher than quoted. I am not a moving expert, which is why I contracted with your agency in the first place and I also respectfully asked that given the situation and the outcome you would consider making an exception and refund our deposit given the service was so mispresented by your agents. Even the discount was still twice as much money as originally quoted for less than half of the bill of lading estimate. You did not even bother to respond to my email based upon your agents directions, and I will be sure to advise of my personal experience to every friend, family member, and anyone else I can talk to.

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

  Business Response

  Date: 09/10/2025

  Thank you for your follow-up and for sharing your concerns again. We do understand how frustrating it must have felt to see the price increase onsite compared to your original phone estimate.
  As explained in the estimate and supporting documents, Coastal Moving Services is a booking agent that provides estimated pricing based on the inventory and services communicated to us at booking. Because estimates are created over the phone and based on industry averages and standard item sizes, final charges and adjustments can only be determined onsite by the carrier once they physically assess the belongings. This is standard procedure across the moving industry.
  We also recognize your request for an exception. At this time, a full refund has not been approved, as the deposit covers our role in securing your reservation, assigning a licensed carrier, and coordinating your scheduled services.

• Initial Complaint

  Date:08/27/2025

  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.

  Coastal Moving Services and their subcontractor, Early Bird Trucking, mishandled my move and caused major losses. Multiple items were damaged or missing, including my sons mattress and bed parts, my entertainment center, my bed (drawers included), and several boxes. My walls in a home I had sold were gouged.The movers tried charging hundreds for wrapping a glass table I dont own and added other false cash-only charges. They refused to deliver my belongings when requested and would not disclose their location. On the last moving day, they arrived over five hours late and took two more hours to plan the move, leaving me in the home after closing. Coastal ignored my cancellation requests, warning I would lose $3,345 already paid, and pressured me to sign a restrictive waiver.Details: belongings mishandled; missing/damaged items; walls gouged; false charges added; instructions ignored; heavy furniture left behind; manager rude and dishonest; driver gave false statements to police; Coastal tried to coerce a waiver while misleading about claims with the trucking company.Desired Resolution: reimbursement for missing/damaged items and storage costs; removal of false charges; accountability for unprofessional practices. I will not waive my rights for an inadequate goodwill refund.

  Business Response

  Date: 09/03/2025

  We understand the concerns you raised and appreciate the opportunity to clarify the status of this matter. After reviewing your complaint, our team extended an offer of a partial refund to assist in resolving the situation. You agreed to proceed on that basis, and on 09/02 you signed a settlement agreement confirming this resolution. Please see the attached copy for reference.
  Given the settlement agreement has been signed, we consider this matter resolved.

  Customer Answer

  Date: 09/05/2025

   
  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,
  
  ******* ********

  Customer Answer

  Date: 09/05/2025

  I just want to clarify that Early Bird Transportation is not relieved by this agreement. I have only received a resolution from Coastal Moving Services, LLC. I will follow up on a separate complaint for Early Bird Trucking. Thank you 

• Initial Complaint

  Date:08/27/2025

  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 interstate moving services. The broker misrepresented my inventory (listing a couch instead of a sectional), which forced me to pay an additional $375 to correct their error after I had already paid a deposit of over $1,000. When the movers arrived four hours late, they did not have enough space for all items listed and claimed the cubic footage exceeded the estimate, doubling the price. I was forced to leave items behind and refused to pay the inflated cost.I believe the broker failed to explain that cubic footage not just inventory count drives pricing and capacity. This resulted in misleading estimates, financial loss, and significant stress. I am requesting a refund of $375 and reimbursement for charges caused by the brokers mistakes.I have documentation including my contract, bill of lading, and receipts.***** *****

  Business Response

  Date: 09/08/2025

  
  Were sorry for the frustration you experienced and want to clarify your file. Your initial estimate reflected 34 items with an estimated space reservation of 300 cubic feet. A few days prior to the move, adjustments were made to your inventory10 items were addedbringing the total to 44 items and increasing the estimated space reservation to 351 cubic feet. As explained in our documents, we provide estimated pricing based on the inventory provided over the phone, using industry-standard sizes; final charges and any adjustments are determined at pickup after the crew physically assesses the shipment, and bulky or non-stackable pieces may require additional space even when the item count seems similar.
  We understand how this impacted you and will be reaching out to you directly via email, to offer a partial refund.

  Customer Answer

  Date: 09/10/2025

   
  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:08/27/2025

  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 7/28 I contacted coastal for the transfer of my belongings from IN to **. I spoke with **** at coastal who ensured Id receive my things 8/1 or 8/2 at the latest. He also stated due to my ************* of help he would remove stair charges. They were doubled. I submitted my payment of $1210. Movers came 7/31 and charged an extra $600 to move my things. I paid $1155. August 1 and 2 came and went. No delivery. I have since been given the run around and told I would receive my furniture between 8/26-28. I still dont have it. This has caused my anxiety to raise. So much that I was almost hospitalized. I am currently a breast cancer fighter and I have meds on the truck along with other items. I have had to replace what they refuse to give. MY belongings. I have spoken to some very rude customer service reps. ***** for one. No one seems to care that this is becoming a burden, financial burden, to a paying customer. I live in the state alone and the stress and anxiety that this move has cost me is immense. I was advised by **** *. That I was saving more money by booking coastal, which is not true. Ive spent more money, because theres still $1155 due at delivery. Plus more health concerns because of the stress this has caused me.,I am truly disappointed and upset. How can you treat people this way? If it were just basic things listed, I would be okay. But I have family heirlooms, meds, passport, etc that is in the care of them and I dont have it. I have copies of every email and recorded phone conversations that state specific dates that I would receive my things. I also have video footage of my belongings and the pick up guy saying Id not have to pay the flight fee, yet its still included in payment. I want my belongings!

  Business Response

  Date: 09/05/2025

  We are truly sorry to hear how difficult this experience has been for you and especially that it has added stress during such a challenging time. We want to directly address the points raised in your complaint and clarify what was outlined in your moving documents.
  Your original estimate reflected an inventory of 44 items with an estimated space reservation of 300 cubic feet. On the day of pickup, the movers recorded and collected 48 items, a few more than we had on file, and the overall space required came to 500 cubic feet. Because your estimate was prepared over the phone, it was based on standard averages, and adjustments had to be made once the items were physically assessed onsite.
  Your pickup paperwork listed your First Available Delivery Date (FADD) as 08/01. As explained in your estimate, for the mileage of your relocation the delivery timeframe is 712 business days from that FADD. The estimate also clarifies that carriers have up to 30 calendar days to deliver before any compensation is required, at which point $30 per day is applied. Delivery dates are not guaranteed unless ************************** is paid for, and your documents do not reflect that service.
  We understand your concern about timing. The carrier has confirmed they experienced delays related to necessary truck servicing this past weekend, but your shipment is currently en route and scheduled for delivery between 09/06 and 09/07. The driver will call you the evening prior to delivery to provide the time window.
  Please also note, as your estimate outlines, personal documents and medications are prohibited items. While many clients still choose to pack them, they are included at your own discretion, and we cannot be liable for their absence or replacement.
  We regret that some of your conversations with our team have not left you feeling supported, and we are addressing that internally. Both the carrier and our office have confirmed that we will be reaching out to you directly by email to offer a partial discount/refund in acknowledgment of the delays and inconvenience. Please look out for this communication shortly.
  We truly appreciate your patience, and our goal is to bring your delivery to completion and ensure you are properly compensated for the trouble caused.

• Initial Complaint

  Date:08/27/2025

  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.

  On August 8, 2025, I did enter into a contract for items to be moved from ********* to rural ********. (Cancellation policy was within *************************************** a certain period of time after the Bill of lading was put into place etc. multiple cancellation policies were there) I did not have a thorough itemization of items to be moved. The person taking the information said it was no problem I could update it when I had it all completed so that I could see what the total cost would be. When asked if I could not afford the total cost, he said it would be no problem, they do not take people's money. I felt comfortable with this person. About a week later, I called back to give an update to the items so that I could have a more accurate description and a more accurate cost to the move. I was asked to call back at a later time, which I did. When I spoke with him later, he informed me that the estimate was locked and he could not make the changes. That I would have to wait until 3-5 days out when quality assurance would call me to get the more accurate itemization. How are people supposed to plan if they are having to wait to all but the last minute to make these changes. At this point I was well beyond the initial 72 hours after signing the contract. However, the moving date was not until September 20, 2025 (Today is August 27, 2025). Not work has been done by this company. No service has been provided. Yet, when I cancelled the contract due to fear of not being able to afford the move, the refuse to provide a refund for monies they have done nothing to earn. I understand contracts, however, I also understand customer service and this is just theft of money since the business is not providing a service. At this point, how can I trust this business with my belongings with this organization when they are hard to work with and not willing to ease the mind on addition costs in a timely manner.

  Business Response

  Date: 09/08/2025

  We are sorry to hear of your dissatisfaction and want to clarify how your file was handled. Even though our follow-up verification calls are normally scheduled 35 days before pickup, we made an exception in your case and worked your request into the schedule the very next day. Our customer service team informed you of this process, at which point you stated you are a judge and that it was too late and you wished to cancel.
  The reason this verification call is typically closer to the pickup window is to prevent multiple rounds of revisions. Making changes too early often leads to additional revisions later, which we try to avoid so that your final inventory and services are as accurate as possible for the day of pickup. This process is not meant to inconvenience you but rather to ensure the best accuracy and preparedness.
  That said, you were issued a full refund on 08/29, and we have attached the refund receipt for your records. While we regret that this experience left you dissatisfied, we want to be clear that we did not act outside of the signed estimates terms and policies.
  We appreciate your feedback and are sorry this experience did not meet your expectations.

  Customer Answer

  Date: 09/09/2025

   
  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:08/26/2025

  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.

  On July 30th I called and spoke with ****** who performed an over the phone inventory with me which was used to calculate the amount of space needed on the moving truck to accommodate my belongings. I was supposed to have the full pack and move service according to our conversation. I was quoted a total price of $5624.76 with a down payment of $2431.19. The remaining balance was to be paid half at pick up, and half at delivery. The movers showed up at my house the afternoon on August 22nd to pick up our things. When they performed a walk through of the house they stated that my contract was only for a partial pack and 40 moving boxes (which they did not have with them). They stated to move my whole house, packing and loading would take the whole truck and cost an additional ****** dollars of which half would be due same day. I called Costal and informed them of the issue and they issued a refund of the 400 dollars for the 40 boxes. I asked for a refund since the movers were not going to take everything so I could get a Uhaul and do it myself. They stated that since the movers were onsite they would not issue a refund, that my best bet was to allow them to take what they could since I already paid for it. I now have to spend another $2,000 dollars on a Uhaul to move the rest of my items and that is not even including the fuel it is going to take to get us to *****. When I called the team was unprofessional and rude. I sadly matched that energy with all of the stress and pressure this has caused. My family had already left ahead of me to ***** and I am to follow this weekend. They are without the majority of their things because of their deception.

  Business Response

  Date: 09/05/2025

  We regret to hear that your experience left you feeling misled and stressed, and we want to clarify the details surrounding your booking and pickup.
  First and foremost, Coastal Moving Services is a booking agent that provides estimated pricing based on the inventory and services requested at the time of booking. This is explained in our documentation. Because we service moves nationwide, our estimates are based on industry averages and standard item sizes, while the final charges and adjustments are determined onsite by the licensed carriers ******* once they physically assess the items.
  Your moving estimate reflected an estimated space reservation of 879 cubic feet and included $400 for 40 boxes to be packed. A full packing service would have been billed at $1.25 per cubic foot, and that was not what was reflected on your estimate. On the day of pickup, the carriers crew assessed your shipment and determined there were additional and bulky items that increased the space needed to ***** cubic feet. You were informed of this adjustment and ultimately chose to remain at your original reserved space to stay within your budget.
  To assist you, our office refunded the $400 packing materials fee, and you signed a settlement agreement on August 22, the same day as pickup. The refund was processed immediately, and at that point, we considered the matter resolved as that was the last contact we had from you. We also want to remind you that the settlement agreement you signed specifically states in point 6, No Further Claims, which means no additional complaints or disputes may be pursued against our business regarding this matter, see attached for reference.
  We understand moving can be stressful, and we regret that this situation caused you further frustration. That said, your estimate, pickup documents, and signed settlement agreement reflect the services rendered and the resolution agreed upon at the time.