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:08/25/2025

  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.

  Move date 2 July 2025 Goods have been in storage since then and have no communication from the storage company regarding my belongings. No idea of the inventory as this was not provided, no contact at all on what the next steps arebb I have reached out to Coastal movers and no response to date. I paid them a fee upfront $2500 nd after that they have just ignored me without any feedback from my key contact **** ******.

  Business Response

  Date: 09/04/2025

  We would like to clarify the details of your file and address the concerns in your complaint. Your estimate reflected storage services were required per your request. Because no First Available Date for Delivery (FADD) was provided on the day of pickup, it is your responsibility to contact us or the carrier once you are ready to accept delivery so the carrier can properly coordinate your shipment. We have also requested the full paperwork from your carrier for additional review.
  Our records reflect that our customer service team assisted you on multiple occasions: on 07/01 at the time of pickup, again on 07/02, 07/04, and later on 08/25, 08/26, and 08/27. During these calls, it was explained to you that once services are booked, your file is transferred to customer service and dispatch. At that point, your moving coordinator is no longer the main point of contact and cannot provide updates. Your claim that you have been ignored is not accurate, as our team has been responsive each time you reached out.
  We understand the process has been frustrating and are committed to ensuring you receive the information and assistance you need. Please continue to communicate with our customer service team so we can coordinate with the carrier and move your delivery forward.

  Customer Answer

  Date: 09/05/2025

  The response is somewhat accurate as I did call customer service on multiple occasions. I was promised feedback on all of the calls but did not get any feedback.  i would love to hear the recordings where I was promised feedback and, till today, have not heard back from the representative I chatted to????  So, to say you are helping me through the process is misleading. Did you get the paperwork from the courier you mentioned, and can you provide evidence that you provided a copy as I requested and was promised???  Having a customer service number and chat to someone is one thing, but delivering on expeditions and communicating back is something that you completely lack. Please review the recordings of all my calls and prove me wrong that you came back with a response to my questions? 

  Customer Answer

  Date: 09/05/2025

   
  Complaint: 23794856
  
  I am rejecting this response because:

  The response is somewhat accurate as I did call customer service on multiple occasions. I was promised feedback on all of the calls but did not get any feedback.  i would love to hear the recordings where I was promised feedback and, till today, have not heard back from the representative I chatted to????  So, to say you are helping me through the process is misleading. Did you get the paperwork from the courier you mentioned, and can you provide evidence that you provided a copy as I requested and was promised???  Having a customer service number and chat to someone is one thing, but delivering on expeditions and communicating back is something that you completely lack. Please review the recordings of all my calls and prove me wrong that you came back with a response to my questions? 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 09/05/2025

  Thank you for your follow-up. We sincerely apologize that you feel promises of communication were not met, and we understand how frustrating that must be.
  As previously explained, we submitted the paperwork request outside of business hours last night, and we are still awaiting the carriers response. Please know this matter has been escalated to the department supervisor, and as soon as the requested documents are received, they will be sent to you immediately.
  Additionally, due to the carriers lack of responsiveness and their failure to provide documentation to you in a timely manner, we have placed them on probationary status and removed them from servicing any future jobs until your matter is fully resolved. We take your feedback very seriously and are committed to ensuring you receive the paperwork you have been asking for.
  We greatly appreciate your patience while we continue to press the carrier for the documentation and will follow up with you directly once it is in hand.

  Customer Answer

  Date: 09/08/2025

   
  Complaint: 23794856
  
  I am rejecting this response until I get the required documentation as promised. I asked for this documentation some time back and they responded it was sent out a day ago?  I thought it was sent out when I requested it and not when I required feedback dur to the BBB inquiry.  Please provide an extract of my last call to reflect when I asked Coastal to get involved and reflect the progress made priot to the BBB complaint. 

  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:08/23/2025

  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.

  Coastal Movers just picked up my load to move from ** to **. Their initial price estimate was $2,425.50 based on their minimum 300 cubic food load for a "studio apartment." I had previously shipped this same load, in exactly the same bins and boxes, from ** to CA six months ago and according to that Bill of Lading the load measured significantly below the 300 cubic foot minimum. On pickup day, today, 8/23/25, I was not present for the pickup but had a friend manage the pickup. Coastal Movers contracted partners, Rapid Moving LLC, called me and told me the load was actual ***** cubic feet and would incur an additional charge for a total of approximately $3933.19, of which $1,500 was due today. I asked them to send me a picture of the load so that I could verify the measurements and they sent me a picture of a cardboard divider they had put in front of the load and refused to remove it to show me how they had packed things to verify their measurement. At this point I had no way to switch companies or refuse payment, having already paid the deposit and been informed of a $750 rescheduling fee, which seems exorbitant on its own. Notably, this increase in price is even higher than their stated overage charge in the other BBB complaints. They say the overage charge is 5.25 per cubic foot. So based on that calculation they should charge me $1,246.88 more than the initial estimate for a total of $3,672.38. That's over 200 less than what they're actually saying I now **************** seems, to me, like a scam. They beat the next closest quote when I was originally shopping for a mover. Now that I can no longer switch companies, the final cost will come to at least $500 over the next closest competitor.Attached is the *** of the same load going from ** to CA measured at less than 250 cubic feet, then Coastal Movers *** showing the same load returning from ** measured more than double the size as well as the picture they took.

  Business Response

  Date: 09/03/2025

  We have contacted you directly regarding the details of your complaint and also spoken with the carrier on your behalf. Based on those discussions, the carrier has agreed to waive your balance due at delivery.
  We hope this resolution provides you peace of mind, and we remain available should you need any further assistance.

  Customer Answer

  Date: 09/04/2025

   
  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.

  To add, Coastal Movers worked with me directly and clearly cares about its reputation and its customers. I am pleased with their resolution to this issue.

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

• Initial Complaint

  Date:08/23/2025

  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 in Aug 2025 to move belongings from *******, ** to *********, **. The company engaged in deceptive quoting, added unauthorized charges, failed to honor delivery commitments, ignored my attempts at communication, & ultimately delivered late w/ missing & stolen property.Timeline of Events:Aug 11: Due to a family emergency, I urgently needed movers. ****** ******** quoted ~$3,700 for ~***** cubic ft, w/ pickup 8/14 or 8/15 & next-day delivery. I had a $3,200 competitor quote, but ****** promised to match/beat it. I proceeded w/ Coastal & paid a $1,234.57 deposit.Aug 13: Movers confirmed arrival 11am3pm on 8/14.Aug 14: Movers arrived late (3:45pm). They tried to add surprise charges: elevator fee and long carry fee doe $325, & claimed I exceeded quoted volume, demanding $1,500 more. When I protested, I was told items could be left effectively holding belongings hostage. At that time I was also informed delivery would be 17 days, not next-day as promised.Damages Experienced:Forced to spend 4 nights in hotel (~$800) due to late delivery.Belongings finally arrived Aug 18. Movers smoked inside my apt, wasted time, & refused to reassemble furniture until I insisted.Upon unpacking, I found a $700+ item stolen from my suitcase they handledl. My belongings had clearly been rifled through.Calls, emails, & texts were ignored; when answered, I was met w/ rude & dismissive responses, eventually they stopped answers and sent my calls directly to voicemail.Why This Is Serious:Bait-&-switch pricing: Thousands in extra charges after pickup.False promises: Next-day delivery turned into 4 days + hotel costs.Unprofessional conduct: Movers smoked in home & resisted completing job.Theft of property: Item worth $700+ missing.Resolution Requested:I request a full refund of all costs paid (deposit + added charges), reimbursement for hotel ($800), & reimbursement for stolen item ($700).

  Customer Answer

  Date: 08/23/2025

  This is communication between me and the Coastal Moving Services representative relating to expected delivery. 

  Customer Answer

  Date: 08/23/2025

  Further communication with that same representative relating to matching the same quote as a different moving company. 

  Customer Answer

  Date: 08/23/2025

  Initial quote - based on estimate about of furniture. Next attachment will show that only one item was added onto to the move that was not listed on the estimate, but some how the quote went up ~$1500 . 

  Customer Answer

  Date: 08/23/2025

  Still the estimate quote - bottom shows the items listed. Next documentation is that add ons from when the movers got there. 

  Customer Answer

  Date: 08/23/2025

  Need to disregard the additional mattress cover, tv packing, and one of the mirrors as they were already listed in the initial quote. The only add on item was the second mirror. 

  Customer Answer

  Date: 08/30/2025

  Forgot to mention the movers who showed up in *******, NC didnt even bring a tool box to disassemble the furniture. I provided them mine to use and they ended up taking it resulting in an additional cost of $50 to purchase a new one. 

  Business Response

  Date: 09/10/2025

  Thank you for bringing your concerns to our attention through the BBB. We understand how upsetting your experience has been and want to assure you that your feedback is being taken seriously. As outlined in the estimate and supporting documents, Coastal Moving Services is a licensed booking agent. Estimates are based on the inventory and services communicated to us at booking, while final charges and service adjustments are determined onsite by the assigned carrier once they physically assess the shipment. Claims for damaged or missing property must also be filed directly with the carrier.
  That said, we will be reaching out to you directly via email to provide further clarity on your file, review your concerns in detail, and work toward a resolution.

  Customer Answer

  Date: 09/17/2025

   
  Complaint: 23788362
  
  I am rejecting this response because:

  Coastal Moving Services did not respond directly to my BBB complaint within the BBB system but instead sent me a separate email. This is not a transparent or appropriate way to respond to a formal consumer complaint and already demonstrates a lack of good-faith engagement.
  
  1. We are a booking agent, not a mover.
  Their claim: They are only a broker and not responsible for the carriers actions.
  

  I contracted with Coastal Moving Services directly. ****** ********, their representative, provided the quote, promised next-day delivery, and induced me to switch from another company. The misrepresentations came from Coastal staff, not the carrier. A broker cannot disclaim liability for fraudulent sales tactics made by its own employees.
  
  2. You listed 54 items / 599 cubic feet.
  Their claim: I under-reported my inventory, forcing higher charges.
  

  I was transparent about my move size. In fact, I told ****** ******** that the competitor quoted me for ~1,000 cubic feet. I have texts confirming this. Coastal is misrepresenting the record by cherry-picking a smaller item count while ignoring the larger cubic footage I disclosed. This is bait-and-switch pricing.
  
  3. $225 long-carry fee was justified.
  Their claim: The fee was required because the truck could not get within 100 feet.
  

  This was never disclosed prior to pickup. A professional mover would confirm access requirements in advance, not spring new fees when the customer has no ability to refuse. ********************** failed to set proper expectations and used this as leverage once they already had my belongings.
  
  4. Delivery was 17 business days, not guaranteed.
  Their claim: The Bill of Lading specifies delivery within 17 business days unless ************************** was purchased.
  

  ****** ******** explicitly promised next-day delivery in writing. That was central to my decision to choose Coastal, especially since I had to vacate my apartment by a set date. The fine-print disclaimer directly contradicts their own employees promises. This is misrepresentation.
  
  5. Reassembly not guaranteed.
  Their claim: Reassembly depends on tools/parts.
  

  The movers had tools available but refused to reassemble furniture until I insisted. This was not a lack of tools, it was refusal to perform the work.
  
  6. Claims for missing items must be filed with the carrier.
  Their claim: Coastal does not physically handle belongings and therefore cannot be liable.
  

  I contracted with Coastal Moving Services, not some unknown subcontractor. They collected the deposit and issued the quote. They cannot avoid liability by outsourcing the physical move to another company. Furthermore, the item stolen was in a zipped carry-on bag, proving belongings were rifled through. ******* do not absolve a company of liability for theft.
  
  7. No formal claim was submitted.
  Their claim: No claim has been filed within 90 days.
  

  During the time my belongings were in their possession, I repeatedly called, texted, and emailed, but was ignored, blocked, or met with rude responses. By the time items were returned, it was clear their terms shielded them from accountability, making a claim futile. The company created the very barrier they now try to use against me.
  
  8. Delivery was within the timeframe (17 days).
  Their claim: Delivery on 8/18 was within the allowable spread from my First Available Delivery Date (8/15).
  

  This was disclosed only after pickup, not before booking. I relied on ****** ********* explicit next-day delivery promise. Furthermore, by their own math, delivery took 4 elapsed days (including a weekend) during which I incurred $800 in hotel costs. Their wording manipulates the reality of the hardship caused.
  
  9. We acted within agreed terms & policies.
  Their claim: The signed documents authorize their actions.
  

  I signed after being misled and pressured. Written contracts cannot override documented false promises(via text) about next-day delivery and total cost. This is classic bait-and-switch and fraudulent inducement.
  
  Conclusion & Requested Resolution
  Coastal Moving Services response is evasive, misleading, and filled with half-truths. They rely on paperwork disclaimers while ignoring their own employees documented promises, hidden fees disclosed only at pickup, failure to deliver on time, refusal to complete reassembly, unprofessional conduct (smoking in my home), and the theft of my property.
  I continue to request a full refund of all costs paid, plus reimbursement for my hotel expenses (~$800) and stolen item (~$700).
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 09/18/2025

  We want to respond directly in the BBB system so our position is clear and transparent.
  First and foremost, Coastal Moving Services is a licensed booking agent. Our role is to provide an estimate based on the inventory provided, coordinate with a licensed motor carrier, and manage logistics. Final charges are determined at pickup once the carrier physically assesses the shipment. While we understand you feel misled, the carriers documentation governs the space and services used.
  Your initial estimate was based on 54 items and 599 cubic feet. Onsite, the carrier recorded higher volume, which is why the cost increased. Again, there were a total of 77 items onsite, an increase from what was reflected on the esitmate, requiring an additional 301 cubic feet. This is not a bait-and-switch, but a reflection of actual space required.
  The $225 long-carry fee was disclosed in your estimate under conditional services. These fees are assessed only if onsite conditions require them, and that was the case here.
  Regarding delivery timing, our documentation makes clear that timeframes are estimated from the First Available Delivery Date and that guaranteed next-day service is only available when ************************** is purchased. While we understand you were told otherwise, the contract you signed outlines the correct terms.
  On furniture reassembly, crews are expected to reassemble what they disassemble when practical, and we regret if that was not handled to your satisfaction.
  As for the missing bag, claims for damage or loss must be submitted through the carrier as they had custody of your belongings. Our role is to guide customers through that process, but liability for loss rests with the carrier.
  Lastly, delivery on 8/18 was within the 17 business day timeframe tied to your First Available Delivery Date of 8/15. We do understand the frustration delays can cause, but this was in line with the agreed terms.

  Additionally, the carrier informed us you disputed your pick up payment made on 08/14, see attached, after services were rendered.

  We empathize with how upsetting this experience has been for you. At the same time, we must be firm that the charges, fees, and timelines were applied according to the estimate and signed agreements. While we regret your dissatisfaction, the services provided fell within the scope of what was contracted.

  Customer Answer

  Date: 09/18/2025

   
  Complaint: 23788362
  
  I am rejecting this response because:

  Coastal Moving Services latest response fails to address my specific concerns and instead repeats boilerplate disclaimers. This is unacceptable. Their conduct goes beyond miscommunication and squarely into misrepresentation, fraudulent inducement, and breach of contract.

  
  Fraudulent ********************start="571" data-end="574">I initially declined Coastals services when quoted ~$3,700, but ****** ******** promised to match or beat a competitors $3,200 quote. He also gave a written assurance of next-day delivery. Relying on those representations, I paid a deposit and contracted with Coastal. These promises were not honored. Contracts signed under false pretenses cannot be used as a shield.

  
  Bait-and-Switch *****************start="982" data-end="985">Coastal claims my inventory was underestimated at 54 items / 599 cubic feet. This is false. I explicitly disclosed ~1,000 cubic feet during the quoting process and have text documentation confirming this. Despite knowing the true size, Coastal low-balled the estimate to secure my booking, then inflated charges by $1,500 at pickup. This is the definition of a bait-and-switch.

  
  Hidden Fees & Breach of ****************************start="1417" data-end="1420">The $225 long-carry fee was never reasonably disclosed in advance. Movers also added packing fees on arrival, leaving me no option but to pay under duress. Coastals claim that this was conditional is immaterialfailure to disclose these costs prior to arrival constitutes a lack of transparency and a breach of fair-dealing obligations.

  
  Breach of **************************start="1794" data-end="1797">****** ******** promised next-day delivery, yet my belongings were held for four days. Coastal now hides behind First Available Delivery Date language, but that was never disclosed at the time of booking. The result: I incurred $800 in hotel expenses due to their breach.

  
  Unprofessional Conduct & Loss of ******************start="2124" data-end="2127">Movers smoked in my apartment, stalled, and refused to reassemble furniture until I forced the issue. More seriously, a $700+ item was stolen from my luggage. Coastal attempts to disclaim liability because they used a carrier, but I contracted and paid Coastal directly. Liability cannot be disclaimed where theft has occurred.

  
  Conclusion & **************************start="2496" data-end="2499">This matter involves far more than dissatisfaction. Coastal induced me into a contract using false promises, then changed terms at pickup, imposed hidden fees, failed to deliver on time, allowed theft, and ignored my communications. Their response does not refute these facts.
  I continue to request a full refund of all costs paid, as well as reimbursement for my hotel expenses ($800) and my stolen item ($700+).
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:08/23/2025

  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.

  7/28/25 I called Coastal Moving Services with ****** ********, Logistics Manager, to schedule a move for the next day from AZ to *******, in hopes of arriving 8/1 due to the beginning of my lease. I was estimated for the move around $3,000+, so I went ahead with the deposit because I was promised movers. 7/29/25 - The moving company came and said they had to do a re-estimation for space, and it was $4100. I was told that they would do their best to get the items there by 8/1. I was never informed, even though I asked for a realistic time frame for the arrival of the items. 8/15 I was called to say they would be delivering my items between 3-5pm on 8/16. They never called until 8/20 to inform me they would drop off my items between 10am and 11am. 8/21 The truck was not dropped off at the location on the stated paperwork because they were advised the truck was too tall. I was told they could not assist me with getting the items to any location besides where they dropped it off at. They said due to the contract they would have to charge me to purchase a U-Haul to take the items "to the destination location." So I paid $4100, even though I was guaranteed movers. I spent the rest of the day moving the items by myself. This day was also my birthday as a woman all by myself, and I was told by movers they could get fired if they assisted me. They suggested I should have read the contract because it was not their problem. Also, there are 2 items that were included in my belongings that were not mine that I have to house in storage. Also, I have at least 4 items that are broken from the move and a box that has completely fallen apart. They used deceptive tactics and never fully explained anything while blaming the customer. They did not show any compassion or even try to sympathize with my situation; they just take your money and use you. Unethical and distasteful tactics are used, and they expect you not to be upset or want retaliation. Worst moving experience ever.

  Business Response

  Date: 09/03/2025

  We would like to address the concerns outlined in your BBB complaint. At the time of booking, you were provided a moving estimate based on an inventory of 24 items and an estimated space reservation of 354 cubic feet, along with an additional flight of stairs and a fee for a last-minute pickup since services were booked the night before pickup.
  On the day of pickup, the crew arrived and assessed the items onsite. The ******* recorded a total of 49 items, a significant increase from the original estimate, requiring an additional **************************** your moving estimate, your relocation of approximately ***** miles included a delivery timeframe of 1217 business days based on your specified First Available Date for Delivery (****) of 08/01. The **** is the date from which you are available to receive delivery; it is not a guaranteed delivery date but the starting point for scheduling logistics.
  Because your move took place during peak moving season, truck availability was limited. In order to optimize efficiency, trucks must return to the warehouse and be fully loaded with multiple shipments heading along similar routes before dispatch. This process sometimes leads to scheduling delays.
  With regard to the condition of your items, as your moving estimate and terms explain, Coastal Moving Services is a licensed broker and does not handle your belongings directly. Any claims for damages must be filed directly with the assigned carrier. Claims can be filed at *********** or by emailing the carriers claims department at ***************************************************************************. Please ensure a full inspection is completed before submission, as only one claim may be filed, and it must include all damages. Claims must be filed within 90 days of delivery.
  That said, in an effort to assist and help make this right, we are prepared to offer a refund. Our team will be in touch with you via email to review the details and determine a fair resolution.

  Customer Answer

  Date: 09/04/2025

   
  Complaint: 23788070
  
  I am rejecting this response because I understand everything you stated; that's been clear to me. However, it does not give your corporation the right to take advantage of working-class citizens, high volume season or not. It's about common decency and a little bit more communication and transparency. I assure you that if the roles were reversed and you were in my position, you would be upset too. You have over 300+ BBB complaints; that's a high indicator that your company lacks the ability to uphold ethical standards. An apology for the experience would be great instead of lacking accountability. These are companies you partner with, and it should be important that they are also held to a high standard for your customers. There's no way I should have moved myself after paying that much, because at that point I did the job myself. I was guaranteed moving for the entire process, and that was not true. Also, a refund for $200 for having to move myself when they could not even drop my items off at the given address is crazy, and so is holding items that are not mine. I was told to guarantee movers; that's the entire reason why I hired movers. The experience was beyond unprofessional and unacceptable, but you guys should really start evaluating your business tactics if you're getting high complaints like this. God bless. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 09/05/2025

  Thank you for taking the time to share your continued concerns. We want to start by sincerely apologizing for the stress and frustration this move has caused you. We hear your disappointment, and we understand how upsetting it is to feel that expectations were not met, especially after entrusting us with something as important as your relocation.
  You are right that if the roles were reversed, we would be frustrated as well. Moving is a major life event, and you deserved clearer communication and a smoother process. While Coastal Moving Services operates as a booking agent and partners with licensed carriers to perform the physical move, that does not lessen our responsibility to ensure you feel supported. We regret that this fell short in your case.
  We take accountability for the experience you had and are addressing the issues raised with our carrier partners to ensure higher service standards. Transparency, timeliness, and professionalism are values we strive for, and we acknowledge that your experience did not reflect this. To that end, we have since increased the refund offer, and the carrier has agreed to match it so that a more satisfactory settlement can be provided.
  At this point, the settlement agreement has not yet been signed, and we will be reaching out directly to review the updated terms with you so we can bring this matter to a fair and final resolution.
  We truly appreciate your candid feedbackit helps us evaluate and improve our practices. Please accept our sincere apology, and thank you for giving us the opportunity to respond.

• Initial Complaint

  Date:08/22/2025

  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.

  We hired Coastal Moving Services to move our belongings from ******* to ****. We were initially quoted $6k for the move only to be surprised with a much larger bill. We worked with Coastal Moving Services dispatch and gave them a count of the items we needed moved. Once there movers loaded up the truck, they advised us of an added $4k we now have to pay to have our things moved and have to pay another $4k upon delivery. Coastal advertised themselves as a moving company when in fact they are a brokerage. Here we are 3 weeks later and still have not received our property. We have no idea where our property is and have no idea if we will ever see our property again. We were initially given a 12 day estimate for delivery and we are over a month now with no communication. At this point I believe we have been robbed.

  Business Response

  Date: 09/03/2025

  Please provide the phone number on the file or the Job number beginning with the letter "C" so we can properly assist you. We do not have a booked job for *** *****.

  Customer Answer

  Date: 09/07/2025

  Phone number for the job is **************. 

  Furthermore, our stuff was delivered with severe damages, missing/stolen items. The movers got into a physical alternation with each other while moving our property out of the truck. One of the movers quit which caused a 2 hour delay in waiting while the moving company attempted to locate more help. 

  The "help" that arrived brought an underage worker who reported missing to the police who ended up showing up which caused another delay. 

  We advised the moving company of damages and missing items who stated, "no one will care" and continued to throw boxes and containers adequately labeled "FRAGILE". 

  When we requested to speak to the supervisor of the moving company, the supervisor became very defensive and cussed us out over the phone. 

  We are missing valuable computer equipment that was in a sealed box. All of our boxes that were tapped up nicely were open and went through. 

  "Grind 2 Shine Logistics" refused any responsibility for our items that were moved from truck to truck throughout the move. Furthermore, Grind 2 Shine Logistics shifted the blame back on Coastal Moving as the responsible party. Grind 2 Shine Logistics wanted us to pay with cash or blank money orders only after arriving in a rental truck. 

  Customer Answer

  Date: 09/08/2025

   
  Complaint: 23786098
  
  I am rejecting this response because:

   

  Phone number for the job is **************

  . 

   

  Furthermore, our stuff was delivered with severe damages, missing/stolen items. The movers got into a physical alternation with each other while moving our property out of the truck. One of the movers quit which caused a 2 hour delay in waiting while the moving company attempted to locate more help. 

  The "help" that arrived brought an underage worker who reported missing to the police who ended up showing up which caused another delay. 

  We advised the moving company of damages and missing items who stated, "no one will care" and continued to throw boxes and containers adequately labeled "FRAGILE". 

  When we requested to speak to the supervisor of the moving company, the supervisor became very defensive and cussed us out over the phone. 

  We are missing valuable computer equipment that was in a sealed box. All of our boxes that were tapped up nicely were open and went through. 

  "Grind 2 Shine Logistics" refused any responsibility for our items that were moved from truck to truck throughout the move. Furthermore, Grind 2 Shine Logistics shifted the blame back on Coastal Moving as the responsible party. Grind 2 Shine Logistics wanted us to pay with cash or blank money orders only after arriving in a rental truck. 

  
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 09/08/2025

  We believe you may have the wrong company. Please provide a job number for the move you are talking about. The carrier you mentioned is not an in-network carrier of ours. 

• Initial Complaint

  Date:08/22/2025

  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 this company to move my son from *************** to ***** Fl with an estimate of $2400. They brokered it out to Calstate DOT #******* then they brokered it out to Roadrans DOT #******* They arrived at the property. Told my son I needed to pay another $1,200 because I didn't buy enough cubic square feet ok I have no idea. I'm just a consumer. I paid the rest of the money. They took none of the furniture just two pieces. I'll explain as we go along. They took a minimum of 17 boxes. Could be up to 30 boxes. There was no list. There was nothing that was given to my son. As far as any documentation of what had been taken out of the apartment. I had just furnished it a two bedroom one bath full kitchen. I was told they were going to deliver the items to a hub. Then it would be transported to or *******. When the delivery came. All I received was four boxes. Two mattresses, two bed frames, desk and one broken TV stand. It's been an absolute disaster. I have lost thousands and thousands of dollars worth of property because of their mishandling of this move. They owe me the the original amount that I paid for this move and I am going after ********* and Roadrans for the property That is missing I received was two boxes of clothes. One box of shoes and one box of wires and cords. Nothing worth of value which I had thousands and thousands and thousands of dollars worth of items being shipped to my home. This needs to be documented. We are consumers putting our trust in these companies to move our homes. We got robbed. I need to let everyone know to know what you're doing. Know that you are dealing with brokerage firms that aren't going to be the companies that are moving your product. I looked on the reviews. They had all five stars. I was told that they could buy reviews. I want to let the buyer beware so this does not happen to some innocent family. Again, I am not going to stop until I get resolution. I received someone's heavy duty treadmill and a retractable bed frame

  Business Response

  Date: 09/03/2025

  We have been in communication with you as well as the carrier directly to work toward a resolution. We must note that on 07/08 you signed a settlement agreement for a partial payment made to the carrier on your behalf to assist with the price increase onsite for the additional 104 cubic feet. Since then, the carrier has been assisting you with filing a claim and coordinating directly with their claims department. Additionally, a manager reached out to you today to address your questions, concerns, and to offer you additional compensation.

  Customer Answer

  Date: 09/04/2025

  I am not sure if I sent any pics of the delivery. The 2 boxes and 2 plastic totes are all we received. ******** has reached out explaining to me they can only charge for weight of the products lost. Not the actual value. He has offer me $1000. I paid $3,500 including the "packing" material. . I was not offered to purchase extra insurance which I would have I am a  big believer of o we insuring. How do they know how much stuff was packed from the 2 bedroom apartment in ******. They was not list or paperwork left behind. 

  Customer Answer

  Date: 09/05/2025

  I am not sure if I sent any pics of the delivery. The 2 boxes and 2 plastic totes are all we received. ******** has reached out explaining to me they can only charge for weight of the products lost. Not the actual value. He has offer me $1000. I paid $3,500 including the "packing" material. . I was not offered to purchase extra insurance which I would have I am a  big believer of o we insuring. How do they know how much stuff was packed from the 2 bedroom apartment in ******. They was not list or paperwork left behind. Information. I have been trying to get in touch with ****** all week. The additional pics are not allowing me to submit. Please reach back. I don't want anyone to think this is not important to me. This is a priority. Please..

  Customer Answer

  Date: 09/05/2025

  I am not able to submit pics still

  Customer Answer

  Date: 09/05/2025

  I am not able to submit pics still

  Customer Answer

  Date: 09/15/2025

  It is just not right that our stuff just disappeared. I don't know what else to say or what else to do, but I need to let the consumer beware. I'm tired of trying to submit papers and submit pictures that don't go through. All I can say is these companies need to be held accountable for taking people's property and not delivering them when we've spent thousands of dollars to get our property here and it doesn't get delivered to where it's supposed to be. But I do appreciate you reaching out. ****** and I don't know what to do. I'm at a loss for words

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23785548
  
  I am rejecting this response because:

  It is just not right that our stuff just disappeared. I don't know what else to say or what else to do, but I need to let the consumer beware. I'm tired of trying to submit papers and submit pictures that don't go through. All I can say is these companies need to be held accountable for taking people's property and not delivering them when we've spent thousands of dollars to get our property here and it doesn't get delivered to where it's supposed to be.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 09/17/2025

  We understand how upsetting it has been for you to feel that your belongings had disappeared, and we want to share the most up-to-date information weve received. As of today, the carrier has advised us that some of your missing items have been located. They will be contacting you directly today to arrange next steps.
  We know this experience has been very frustrating, and while the claims process can feel overwhelming, please know we are continuing to monitor the situation closely to ensure the carrier follows through.

• Initial Complaint

  Date:08/22/2025

  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.

  date 07/08/2025. amount *****. Job transfer to ******* at the end of September 2025 i put a deposit down and was trying to get organized. Job fell through i call to cancel, i sent a written notification to *********************************************************************** on 07/19/2025. I have not heard back from them.

  Business Response

  Date: 09/03/2025

  We have reviewed your complaint and want to clarify the timeline and our policies. Our records reflect that you booked services with us on 07/08. Per the terms outlined in your moving estimate, cancellations are eligible for a full refund only if requested within 72 hours of booking. After this period, the deposit becomes non-refundable because our role as a licensed broker includes reserving space, assigning a carrier, and coordinating the logistics of your move.
  While you stated that you called on 07/19, our records show that your formal cancellation request was received via email on 08/02. This was well outside of the 72-hour cancellation window. At that point, administrative work had already been completed on your file, including the assignment of a carrier and preparation of your relocation.
  For this reason, your deposit remains non-refundable, and there is no error or oversight on our part. That said, we do offer to place your move on hold for up to 12 months from the date of booking. This allows you the flexibility to utilize your deposit toward a future relocation should your circumstances change.
  We understand this outcome may be disappointing given your change in employment situation, but the policies were clearly disclosed in your estimate and agreed to at the time of booking.

• Initial Complaint

  Date:08/21/2025

  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 hired Coastal Movers to move my household from *******, ** to **********. The company provided an initial written estimate, but when my belongings were already loaded and I was in a vulnerable position, they fraudulently increased the charges to nearly double the original amount.Details of Complaint:On 7/14/25, I booked a long-distance move with Coastal Movers. I was provided with an estimate of $2000 in writing. Based on this agreement, I proceeded with their service.However, once my belongings were in their possession, the company informed me that the price had dramatically increased nearly twice the original estimate and insisted I had to pay the new, inflated charges in order to receive delivery of my items. This was not due to any legitimate changes in the scope of work; rather, it appears to be a fraudulent bait-and-switch tactic.I felt coerced into paying the inflated amount, as my belongings were essentially being held hostage. The final bill was $3,717.76, almost 2x the original written estimate.Why This is a Serious Issue:Coastal Movers engaged in deceptive and unfair business practices by providing one written estimate and then charging nearly double once they had control of my property.I did not authorize these additional charges, nor were they disclosed in advance.This practice is predatory and leaves consumers like myself trapped without a real choice.Resolution Sought:I am requesting the following:1.A refund of the overcharged amount (the difference between the original estimate and the final inflated bill) and cost to repair my damaged items. 2.For the BBB to record this complaint so future customers are warned of these unethical **************** this company be investigated for deceptive and fraudulent business practices.When my belongings were finally delivered, multiple items arrived damaged. Examples include:stained couch and damaged sofa table

  Business Response

  Date: 09/02/2025

  We appreciate the opportunity to clarify some of the points you raised in your complaint. At the time of booking, you were provided a moving estimate for an estimated 329 cubic feet. On 07/29, you were also emailed our Important Details and Payment Options document, which outlined the carrier servicing your move and the accepted forms of payment for both pickup and delivery.
  On the day of pickup, the crew arrived and conducted a walkthrough of your items. Based on the actual belongings to be collected, they determined that an additional 130 cubic feet would be required. In addition, a $210 long carry fee was assessed due to the distance between the truck and the front door of your home. The additional space was charged at your locked-in rate of $4.25 per cubic foot, as reflected in your moving estimate, and these adjustments were reflected on the pickup paperwork.
  It is important to note that the crew is required to present a revised written estimate to you prior to loading, and they cannot begin work until you approve and sign. You signed and agreed to these charges on the pickup paperwork. For this reason, the final charges were not nearly double the original estimate as stated, and we have attached the signed pickup documents that reflect the accurate breakdown of costs.
  We want to stress that no deceptive or fraudulent practices occurred. Our moving estimate clearly outlines that it is an estimated space reservation and that final charges are based on the actual volume and conditions determined onsite by the carrier. These terms and policies were fully disclosed to you prior to your move, and our company has not acted outside of them. Additionally, our records show no attempt was made to contact Coastal Moving Services customer service during or after pickup to address concerns in real time. We encourage all customers to reach out immediately in these situations so we can assist promptly.
  Lastly, regarding the damages you noted, because we do not physically handle your belongings, claims must be filed directly with the carrier responsible for your transport. You may file your claim through *********** or directly with the carriers claims department at ***************************************************************************. Please ensure you complete a thorough inspection of all items before submitting your claim, as only one claim may be filed, and it must include all damages. Claims must be submitted within 90 days of delivery.
  While we regret that you are dissatisfied, your complaint does not align with the services actually provided. The documentation reflects that you were presented with, and agreed to, the adjusted charges onsite, and that the billing was handled in accordance with your moving estimate and the signed pickup paperwork.

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23776887
  
  I am rejecting this response because:

  Thank you for your reply, but I must reject it as it does not address the issues I experienced. My situation mirrors the hundreds of other complaints already filed against your company with the BBB.  I only wish I had researched more thoroughly beforehand, as I would have seen the clear pattern of deceptive practices.
  
  I was charged significantly more than originally quoted, even though I ended up sending fewer items on the day of the move. This appears to be a common business practice of this company: they offer a low price over the phone to secure your deposit, even after conducting a video tour and reviewing all my items, only for the actual charges to nearly double later. Each additional party that handles or transported my belongings then tacked on new fees under various justifications, creating layer after layer of unexpected costs.
  I was unfairly charged a long distance fee. From the very beginning, your team knew exactly where my delivery was being made and nothing about my location changed from the time of my quote. I live on the first floor, very close to the door, and there were multiple parking areas available where the truck could have parked closer. This was not a long-haul situation, yet I was charged as if it were.
  My calls and emails went unanswered, including the day of my move when ****** himself answered, denied who he was, and transferred me to hold music rather than helping me.
  I was given conflicting stories about truck issues, which resulted in additional charges and claims the truck wouldnt fit down my street, so another truck had to be rented. The day of I was told the truck had broken down and they had to rent another truck.
  Both the pick-up and delivery companies openly admitted that the original company simply collected my deposit without providing accurate information about the charges. In other words, I was set up from the beginning with misleading pricing, only to be left at the mercy of each additional company who each added more costs.
  My belongings arrived weeks late, with no communication or updates during the delay.
  My furniture was damaged, my couch was soiled by movers, and I even received items that did not belong to me.
  To make matters worse, the company restricts access to the contract by the time issues arise, leaving customers with no ability to review the terms they rely on. On top of that, no one from their team responds to calls or messages, making it impossible to resolve problems or file complaints.
  
  Again, this pattern of behavior is not a misunderstanding,it is deliberate and deceptive business practice. Your company takes advantage of customers by exploiting the urgency of their moves. You know that people are on strict timelines and have little choice but to continue paying the escalating fees in order to have their belongings moved. The excuses offered do not change the fact that I was overcharged, misled, ignored, and left with damaged property. Unless this matter is resolved appropriately, I will continue to escalate through every available channel and share my experience publicly so that others are not taken advantage of in the same way.  
  
  
  Sincerely,
  **** *******

  Business Response

  Date: 09/17/2025

  We appreciate you taking the time to provide additional detail regarding your concerns. We understand how strongly you feel about your experience and we regret that you are dissatisfied. While we respectfully disagree with some of the characterizations in your statement, we want to make clear that we have reviewed your file carefully and responded in good faith based on the documentation.
  It is never our intention for a customer to feel misled or unsupported. As previously explained, Coastal Moving Services operates as a licensed moving broker, and final charges are determined at pickup by the assigned carrier based on actual space used, access at the property, and any additional services that may be required. That said, we recognize you remain dissatisfied with the process.
  For full transparency, on September 8th our billing department was alerted that you disputed your deposit and a full refund was processed back to you, see attached for reference that the refund was accepted.

• Initial Complaint

  Date:08/20/2025

  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.

  We booked with Coastal Moving services back in March for a California-****** move. Paid a deposit, set a date, gave them an inventory list, signed our contract and have now been waiting 2 days(our delivery window) with no truck showing up. I have not gotten any calls just a few confirmation texts of our delivery window in which nobody showed up. First was yesterday 8/19 from 1-4, then we got a text from the driver saying theyd be here between 6:30-7 nobody showed. Called quality assurance and they stated they are moving the pickup to today 8/20 from 2-5. Again nobody showed up. No calls, no messages. Weve called customer service several times in which the confirmed dispatch stated theyd driver is on their way and should be here shortly. Weve called out of work for 2 days now to be available for these time frames and still no movers in sight. At this point we just want our deposit back and will go with another company because this is unacceptable as a moving company given a 48 hour pickup window with no communication.

  Business Response

  Date: 09/02/2025

  We have carefully reviewed your complaint and want to clarify the events regarding your relocation. The carrier and assigned driver attempted to contact you directly via phone and text to confirm your scheduled pickup. When there was no response, your pickup was pushed to 08/21 between 123 PM, and our records reflect you agreed to this adjustment. We have attached a screenshot of the carriers text message attempts for your reference.
  Your original estimate reflected 40 items and a space reservation of 300 cubic feet. Upon the crews arrival, they recorded a total of 102 items to be collected. This was a significant increase, requiring an additional 600 cubic feet of space. In addition, the onsite conditions required a $300 accessorial fee for stairs and long carry service, which was noted in your estimate as a possible charge if applicable.
  Despite the large increase in items, the carrier worked with you onsite and applied a discount of $1,062.26 to offset part of the additional charges. This brought your remaining balance to $3,200, which was mutually agreed upon between you and the carrier and confirmed by your signature on the pickup paperwork. We have attached a copy of the signed agreement for your review.
  The carrier has informed us that your items are currently in transit and you can expect delivery within 13 days. The driver will contact you the evening prior to confirm the delivery time frame for the following day so you can plan accordingly.
  While we regret that you felt communication was lacking, the records and documentation reflect that efforts were made to keep you informed and that the charges were based on the actual services rendered and volume transported. As a licensed broker, our role is to provide estimates based on the inventory communicated to us at booking, and final charges are determined at the time of pickup once the carrier verifies the actual items and conditions onsite.
  We understand the frustration this situation has caused and take your feedback seriously.

• Initial Complaint

  Date:08/20/2025

  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.

  Date: July 16, 2005 Paid: $13,100 Detailed letter sent to BBB in *******,**.

  Business Response

  Date: 09/02/2025

  We do not have access to the letter you mailed to the BBB in *******, **. However, we want to assure you that we are committed to customer satisfaction and to fully understanding your concerns. If you can provide us with more details regarding the issues you experienced, that would be very helpful in assisting you further.
  In the meantime, we have requested a copy of your complete pickup paperwork from July 16 so we can review the documentation directly. Please also note that the last correspondence we had with you prior to your move was on July 12, when adjustments were made to your file.
  We look forward to receiving any additional information you can share so that we may address this matter appropriately.

  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,
  
  ****** ********

  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,
  
  ****** ********

  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,
  
  ****** ********