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:05/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid a deposit of $1100 for a moving truck and questions were asked. I provided the information requested and three days before the moving date they called to confirm and change the price to where I would owe an additional $900 and I was sharing a truck with other people which I wasnt informed of in the beginning and nobody asked me in the beginning how many boxes I had or the sizes of the boxes or anything like that for to me to give a definite Square footage on the truck needed I asked about getting a refund from the deposit I paid and was told no so they basically got $1100 of my money and did nothing for me

  Business Response

  Date: 05/29/2024

  Thank you for your feedback and the opportunity to clarify. You booked services on 3/4/2024 for a pickup date of 4/7-4/8 for a total of 338 cubic feet. On 3/19, you contacted our office to change the date to 4/20-4/21 and adjusted your delivery address from **** to ********. As a courtesy, we contact all clients 4-5 days prior to pickup to review the inventory, ensuring any changes are accounted for. This call is meant to prepare our clients and ensure a smooth process.
  The notes on your file indicate that on 4/17, during your review call, you requested to make additional changes. You mentioned that you would speak with your daughter to decide on any adjustments to stay within your budget.
  Regarding the shared trailer, it is standard practice for many carriers, especially for interstate moves to consolidate shipments. Loads are partitioned within the trailer to facilitate quicker deliveries for multiple clients. However, if a client prefers not to share the trailer, we do offer alternative options. You then elected to cancel and were no longer within your cancellation window and were communictaed that you had the option to utilize the service to up to one year fromt he time of booking. 

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21767836
  
  I am rejecting this response because: I was never informed I had up to a year to use the service and I was never asked how many square footage I needed on the trailer in the very first phone call I was asked for an estimated number of boxes I had in which I told them the accurate number. However, on 417, the man that called me wanted to know the sizes of my boxes and that is what change the square footage ending up in changing the price had I been informed in the beginning that I needed to know the size of the boxes that wouldve been different, I was not informed that the size and price would change in the deposit I made should be refunded to me since I did not use any services from this company 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/04/2024

  You were in fact provided with the documents that explain in detail the policies of our company. When you provided your first inventory list you were sent the estimate that showed the space reserved and the inventory that was inputted based on what you stated. The notes on your file indicate that on 4/17, during your review call, you requested additional changes to be made. If you make adjustments, it is clear that the original estimate would now show different balances than what the revised estimate would now show. You had the option to keep the estimate the same as the original and then on the day of pick up make any changes you wanted to, but you elected to cancel services and unfortunately were outside of your cancellation window . 

• Initial Complaint

  Date:05/23/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I strongly advise against using Coastal Moving Services. My family is attempting to move in 48 hours from the ********** to the **********. We received a quote and paid the deposit, only to have the price doubled the week of the move. This increase was due to a lack of transparency in their pricing and bait-and-switch tactics designed to lure customers.Upon further investigation, I discovered numerous negative reviews associated with a business with a similar name that were not initially visible. This suggests a pattern of deceptive practices and misleading information. There were also similar complaints of not returning deposits based on their predatory practices.Coastal Moving Services' behavior has caused significant stress and financial strain on my family during an already challenging time. I hope this complaint helps prevent others from experiencing the same issues.

  Business Response

  Date: 05/24/2024

  Can you please provide your Order number or phone number associated to your file. We are not finding anything with the information you provided in order to address your complaint.

• Initial Complaint

  Date:05/15/2024

  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.

  April 26, 2024 $3551.00 This is Coastal Moving and we were considering them to help us with our move and it was all contingent to us selling our home in ******* and Moving to **************. Which are house has not been sold and we aren't going anywhere. We were just trying to get things lined up for a just in case?I called today to speak to the Agent *********************** who signed us up to ask what would it cost if they were to do the Platnium plan which means, packing everything and loading the truck and unpacking the truck. I asked ***** to have someone do a zoom call with me to go over everything in our home so we all know exactly what is needed to be done. Then I was transfered to *******, Who just rubbed me the wrong way. She says we only do that 3 days before the move I said they should have done that in the very begining , so everyone knows exactly what is going on???? After we both had words, I told her to cancel our contract that we do not feel comfortable with this whole situation anymore, She gave me an email address, to let them know that we will no longer be needing their services, to get our refund. Then I texted ***** also letting him know and he said that the Refund is being processed. I recieved and email back from the company saying that they are not going to refund the money that we have 12 months to use it and I told them no thank you we will not be needing their services we just want our Refund credited back to our card.Job # C7172551

  Business Response

  Date: 05/16/2024

  Thank you for your feedback regarding your recent experience with Coastal Moving Services. We take all customer feedback seriously and strive to address any concerns promptly and effectively.
  Upon reviewing your complaint, we would like to provide some clarification on the events that transpired:
  1.You booked services with Coastal Moving Services on 4/25/2024. You requested that your follow-up call to review your inventory be completed sooner rather than closer to your move, set up for 7/5-7/6, as is typically done to ensure accurate information.
  2.You expressed a desire to do a visual walkthrough of your home to ensure the accuracy of the inventory provided, as you had provided those details over the phone while driving. We accommodated your request and scheduled a virtual call for 5/30 via Facetime.
  3.During the conversation, you showed hesitation about whether you were actually moving or not. Our representative informed you that if your home did not end up selling, we would look into what could be done at that time. However, at that moment, the focus was on getting the virtual call set up to update your inventory.
  4.There was a discussion about your concerns regarding not having a physical person arrive at your home for a walkthrough, along with back-and-forth on whether your home was to sell or not, and then back to the virtual call.
  5. Despite repeated attempts to explain that we would address any refund considerations if your home did not sell, you became hostile, yelled at our employee, and ended the call abruptly.
  6. While your file was under review for a refund, you initiated a dispute against your deposit, which we received today. We now have to wait for the dispute department to handle this matter between the banks.

  
  We strive to assist all our clients to the fullest extent possible, and we regret any misunderstanding or frustration you may have experienced. We respectfully request the BBB to close this case, as we were not given the opportunity to resolve the matter with you before the chargeback on your deposit.

  Customer Answer

  Date: 05/16/2024

   Again I would like to hear all of the recorded conversations so everyone can hear exactly as to what went on over the phone?? From the beginning I did not want to put money down because I did not want to have any issues. Also once again *********************** assured me not to worry that if for any reason We needed to cancel there would be no problems at all??  I believe a virtual or a at home inspection should have been conducted in the very beginning, so that there would be zero problems all round in the end??  I did not confirm a scheduled facetime with anyone, when ******* said the 30th, I said well it exactly should have been done in the beginning and She mentions covid and that since covid we don't do the in home inspections??  I said to ******* that Covid is done and over, why do Companies still play the Covid card?? Life needs to moved on, seriously.  Again listen to my recorded conversation with *******, she had upset me so much that I told her that we will not be going forward with anything, because something just feels way off here?? She and I both raised our voices it was not just me.  I also asked ******* to do a three way call with ***** so nothing gets miss interpreted, She said no, and that got me even more upset, Because I know exactly what was said and wanted everything and everyone to be clear. ******* kept saying well we can listen to the recorded conversation and I  agreed yes and you should hear exactly what was told to me.  She was basically calling me a liar,  and I don't take kindly to that at all.. SORRY!!  When someone talks to me in a certain manner I get very offensive Correct I did get very upset on the phone because ******* kept saying that I would not be getting any money back, she didn't care what ***** had promised me?? The conversation was not going anywhere, So I hung up and wrote ***** as to what in the heck is going on here???   Correct, I have shown hesitation because our home is not sold and if it doesn't sell we won't be going anywhere. Again I stressed to ***** my concerns about what if we just need to cancel he ASSURED and PROMISED to Me, I had asked him to send me something in writing? ***** said that he was putting all of this in our file so that there would be zero problems.  Well there are problems now and we all just need to listen to the recordings, I would have never put that money down if I even had any hestitaion that I would not get it back if there were any problems???  We are on a fixed income and that is a lot of money to just throw away, WE can't afford to do that.  I am very upset as to this whole mess which should have never happened. This case in not closed. You all seem to be turning all of my words around to your favor which is in correct. AGAIN PLEASE  let's all listen to all of the recordings, so we know exactly what was said.. Again your company has made me feel very uneasy about everything..We want a complete refund and then we will release the BBB Case. 

  Sincerely, ***************************** and ***************************

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21718414
  
  I am rejecting this response because:

   Again I would like to hear all of the recorded conversations so everyone can hear exactly as to what went on over the phone?? From the beginning I did not want to put money down because I did not want to have any issues. Also once again *********************** assured me not to worry that if for any reason We needed to cancel there would be no problems at all??  I believe a virtual or a at home inspection should have been conducted in the very beginning, so that there would be zero problems all round in the end??  I did not confirm a scheduled facetime with anyone, when ******* said the 30th, I said well it exactly should have been done in the beginning and She mentions covid and that since covid we don't do the in home inspections??  I said to ******* that Covid is done and over, why do Companies still play the Covid card?? Life needs to moved on, seriously.  Again listen to my recorded conversation with *******, she had upset me so much that I told her that we will not be going forward with anything, because something just feels way off here?? She and I both raised our voices it was not just me.  I also asked ******* to do a three way call with ***** so nothing gets miss interpreted, She said no, and that got me even more upset, Because I know exactly what was said and wanted everything and everyone to be clear. ******* kept saying well we can listen to the recorded conversation and I  agreed yes and you should hear exactly what was told to me.  She was basically calling me a liar,  and I don't take kindly to that at all.. SORRY!!  When someone talks to me in a certain manner I get very offensive Correct I did get very upset on the phone because ******* kept saying that I would not be getting any money back, she didn't care what ***** had promised me?? The conversation was not going anywhere, So I hung up and wrote ***** as to what in the heck is going on here???   Correct, I have shown hesitation because our home is not sold and if it doesn't sell we won't be going anywhere. Again I stressed to ***** my concerns about what if we just need to cancel he ASSURED and PROMISED to Me, I had asked him to send me something in writing? ***** said that he was putting all of this in our file so that there would be zero problems.  Well there are problems now and we all just need to listen to the recordings, I would have never put that money down if I even had any hestitaion that I would not get it back if there were any problems???  We are on a fixed income and that is a lot of money to just throw away, WE can't afford to do that.  I am very upset as to this whole mess which should have never happened. This case in not closed. You all seem to be turning all of my words around to your favor which is in correct. AGAIN PLEASE  let's all listen to all of the recordings, so we know exactly what was said.. Again your company has made me feel very uneasy about everything..We want a complete refund and then we will release the BBB Case. 

  Sincerely, ***************************** and ***************************

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

  Business Response

  Date: 05/17/2024

  Thank you for your feedback regarding your recent experience with Coastal Moving Services. We take all customer feedback seriously and strive to address any concerns promptly and effectively.
  Upon reviewing your complaint, we would like to provide some clarification on the events that transpired:
  1.You booked services with Coastal Moving Services on 4/25/2024. You requested that your follow-up call to review your inventory be completed sooner rather than closer to your move, set up for 7/5-7/6, as is typically done to ensure accurate information.
  2.You expressed a desire to do a visual walkthrough of your home to ensure the accuracy of the inventory provided, as you had provided those details over the phone while driving. We accommodated your request and scheduled a virtual call for 5/30 via Facetime.
  3.During the conversation, you showed hesitation about whether you were actually moving or not. Our representative informed you that if your home did not end up selling, we would look into what could be done at that time. However, at that moment, the focus was on getting the virtual call set up to update your inventory.
  4.There was a discussion about your concerns regarding not having a physical person arrive at your home for a walkthrough, along with back-and-forth on whether your home was to sell or not, and then back to the virtual call.
  5. Despite repeated attempts to explain that we would address any refund considerations if your home did not sell, you became hostile, yelled at our employee, and ended the call abruptly.
  6. While your file was under review for a refund, you initiated a dispute against your deposit, which we received today. We now have to wait for the dispute department to handle this matter between the banks.
  
  
  We strive to assist all our clients to the fullest extent possible, and we regret any misunderstanding or frustration you may have experienced. We respectfully request the BBB to close this case, as we were not given the opportunity to resolve the matter with you before the chargeback on your deposit.  

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21718414
  
  We are rejecting this response because: Well I'm sorry but this is not a response to my last request???  You have basically sent the same message.  Again once when we get our complete refund, then the case can be closed??  Please we are begging you for our refund...   There have been no services that your Company has given to us. As I stated before we are on a very fixed income and it is imperative that we get this credited back to our card. We are not fortunate like that???  Please have a heart and give us back our money so we can all move forward from this whole sad situation. 
  
  Sincerely,
  
  ***************************** and ***************************

  Customer Answer

  Date: 05/20/2024

  THis is not acceptable, it is not closed?,  There have been zero services done by this company, so our money needs to be returned??  Something seems way off here, If there are no services rendered they you should refund our money Please??  This is actually considered stealing, SAD !!  We were told that we had up to 6/21/2024 to cancel with no penalties?  Again , *********************** was putting all of the information or conversation in our file, that there would zero penalty??.. And once again,  Also all conversations are recorded we all need to listen to these so we know exactly what was dicsused?? We canceled within 3 weeks and that was due to the way ******* made me feel??

  Please do the right thing and just give us our money back???

  ***************************** and ***************************

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Coastal Moving Services on April 24, 2024 for assistance relocating from *******, ** to *******, **. I spoke with *******************. At that time the price quoted was competitive and I paid the initial deposit. After the transaction, I thought to look the business up on the BBB. Then I saw several complaints on them about horrible service, prices being raised, and that the company was basically a scam. I immediately called ******************* back and requested a refund. *****, confidently informed me that the issues I see are from customers who added more items to their move and when that happens the price goes up but if I give an accurate account of the items I have there should be no problem. He went on to tell me I have a small one bedroom apartment and he guarantees I will not have a problem that basically this company is very professional and I should trust that I am in good hands. He also stated that anyone who had a problem they "took care of" whether that was a bill adjustment or reimbursement. He proceeded to give me his email and contact information and said call if there is any issue. I was very detailed about what items and boxes I had. But their scam is, they lower your cubic feet, knowing you will be over the agreed space, so when the truck arrives they will charge you $4 per feet you are over. Even though you explain what you have in detail. If you do not pay attention to the cubic feet they scam you. and add fees, like a long walk, I paid for packing of my mirrors, when the movers came they said I was charged too little and increased the price, I paid extra for a bed bag and tv box. Movers did not have either items. They also had a different invoice with an extra $500 destination fee. Ultimately, when my things were delivered, I was missing my 75 inch tv, adjustable bed base, bookshelf, large floor mirror, floor lamp, plant stand and queen ******** was damaged and boxes were smashed. I called *****, and he said he apologizes for my experience.

  Business Response

  Date: 05/16/2024

  Thank you for your response. We appreciate your feedback and would like to address the concerns you've raised.
  Firstly, we want to apologize for any inconvenience you've encountered. We take all customer feedback seriously and strive to provide exceptional service. However, we would like to clarify some points regarding your experience with our company.
  You mentioned labeling us as a scam, which does not align with the actual interaction you had with our company. On the day of pickup, you were not charged an additional origin/destination fee of $500. This fee was discussed with you in case you required a shuttle service at the time of delivery but was not added to your actual paperwork. The purpose of discussing this fee was to prepare any client if a shuttle service would be necessary at the delivery location so the client has ample time to prepare. The additional fees that could be added at the time of pickup are outlined on the 2nd page of our agreement and are not hidden at all.
  If you take a look at the layout of your aprtment building in ** you can see how the trailer is not able to pull up to the front part of your apartment and stairs fees would have been applicable in this situation, as well as possibly a long carry depending on how far down the hall your apartment was from the stairway. However, you were not charged for either service.You did pre-order packing material, which totaled $215.00 for 2 large mirror packs, 4 small mirror/pic packs, a mattress cover, and a TV pack. That was all you were charged for. The claim about being charged additionally for labor is not true, as indicated by the estimate attached and the copy of the paperwork filled out at pickup.You did require additional space in the truck from the original space reservation due to some of your items being larger than expected and when loaded onto the trailer surpassed the estimated space.When contacted about the damages you were sent you information for the claims department and we also inquired with the motor carrier on locating the other items.Our commitment to customer satisfaction is of utmost importance, and we strive to address any issues that arise. However, in this instance, the claims you are making are not accurate, and we are unable to assist you further.
  
  

  Business Response

  Date: 05/16/2024

  Please see attached paperwork. 

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21708355
  
  I am rejecting this response because: The document Coastal Moving Services provided - Interstate Bill of Lading Contract is not related to my move or services I received. I do not know who ************************* is and do not recognize the address. I also do not see written communication to respond to.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/24/2024

  Please see the attached paperwork for a copy of your original estimate and the paperowrk from your pick up which prives you were not charged the extra fees you claimed in your original complaint.

  Business Response

  Date: 05/24/2024

  Please see the attached paperwork for a copy of your original estimate and the paperowrk from your pick up which prives you were not charged the extra fees you claimed in your original complaint.

  Business Response

  Date: 05/24/2024

  Please see the attached paperwork for a copy of your original estimate and the paperowrk from your pick up which prives you were not charged the extra fees you claimed in your original complaint.

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21708355
  
  I am rejecting this response because: The original estimate has nothing to do with the final payments that were made and you all know this. Especially *******************. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked this service 22 days in advance (April 22nd, 2024). I requested my moving service date to be on the May 13th. The company said it would be ok they charged me almost $800 in deposit. 2 days prior the moving date they inform me May 13th isnt available and they can only do on May 12th which is Mothers Day. They refuse to refund my deposit .

  Business Response

  Date: 05/13/2024

  Thank you for reaching out and the opportunity to clarify the situation. Upon reviewing the details of your booking, we would like to provide some clarification regarding the pickup schedule.
  You booked services on 4/22/2024 for a pickup scheduled for EITHER  5/12 or 5/13. These were the dates you selected at the time of booking, as indicated in the attached estimate.
  On 5/10, you were contacted to inform you that your pickup was scheduled for 5/12 between 1 pm and 4 pm. However, you requested to reschedule the pickup to Monday the 13th due to Mother's Day. It's important to note that you had a two-day window from the beginning, and if you had preferred a one-day pickup window on just the 13th, this should have been addressed with us earlier, which was not the case.
  Regarding the deposit, we want to clarify that requesting to cancel services the day prior to pickup resulted in the deposit being nonrefundable. We strive to do what is right for our clients, and in this situation, we have not done anything incorrect. We communicated regularly with you, and at no point was it mentioned that you required a one-day pickup until the schedules had already been completed.

  Customer Answer

  Date: 05/13/2024

  During my first contact with Coastal Moving I specifically required the 13th to be my moving date. As you can see per their e-mail, Coastal Moving contacted me one day prior the scheduled moving date saying if I wanted May 13th to be my moving date then I would need to pay another $200 fee on top. 
  This company had 22 days to tell me May 13th was not available for moving, in bad faith they waited to be 2 days prior the moving date to tell me they dont have availability, and 1 day before the moving date saying I would need to pay extra $200 if I wanted to have my moving scheduled on the date I requested instead of the day they chose to do it (May 12). Which shows this company likes to scam their clients. Coastal Moving is notorious for scamming people (according to several reviews online. Specially the fact they have been switching names trying to avoid the bad reputation they carry). 

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21698554
  
  I am rejecting this response because:During my first contact with Coastal Moving I specifically required the 13th to be my moving date. As you can see per their e-mail, Coastal Moving contacted me one day prior the scheduled moving date saying if I wanted May 13th to be my moving date then I would need to pay another $200 fee on top. 
  This company had 22 days to tell me May 13th was not available for moving, in bad faith they waited to be 2 days prior the moving date to tell me they dont have availability, and 1 day before the moving date saying I would need to pay extra $200 if I wanted to have my moving scheduled on the date I requested instead of the day they chose to do it (May 12). Which shows this company likes to scam their clients. Coastal Moving is notorious for scamming people (according to several reviews online. Specially the fact they have been switching names trying to avoid the bad reputation they carry).
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/14/2024

  Thank you for your response. We understand your perspective and would like to provide further clarification regarding the pickup window and scheduling process.
  As stated in your signed agreement, you had a two-day window for pickup, either the 12th or the 13th. All pickup timeframes are confirmed the day prior to the first day of the pickup window, which in your case would have been on the 11th. However, we received your pickup information earlier on the 10th and provided you with the information promptly. We want to emphasize that there was no mention of only needing a one-day pickup on the 13th until you informed us last minute. If a one-day pickup window was required, we encourage customers to inform our sales representative or customer service at the time of booking to accommodate such requests with enough notice. In your case, this information was not communicated to us until the schedules had already been completed.
  We want to assure you that we strive to accommodate our customers' requests whenever possible. However, in this situation, we followed the agreed-upon two-day pickup window as per the signed agreement.
  If you have any further questions or concerns, please do not hesitate to contact us. We value your business and want to ensure a positive experience for you.

• Initial Complaint

  Date:05/08/2024

  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 price quoted and agreed on was approximately 4800$. We had a long list of items to be shipped. I requested the largest truck possible. The company arrived with a small truck that would not fit all my furniture. The cost was increased to nearly ******. First in the phone I was told I pay for the truck size. On the confirmation call I was told I pay per item. I asked for the biggest truck. The movers told me I pay per truck. They brought at 1200 square foot truck and now I have to trash furniture that does not fit. Plus I have to pay much more money for the furniture that does fit. The quote was inaccurate from all perspectives.

  Business Response

  Date: 05/10/2024

  We hope this message finds you well. Based on our records, it shows that you had an estimate for 694 cubic feet. This space reservation would not require a semi-trailer but would be assigned a 26ft to 30ft truck due to the reserved space.
  We understand that your pickup took place on 5/8. We have requested the paperwork from your motor carrier to compare it to the estimate to understand the discrepancy in the volume.
  Once we have reviewed the files, we will contact you to discuss and determine the best course of action to come to a resolution.
  Thank you for your patience and cooperation in this matter. We are committed to ensuring a satisfactory outcome for you

• Initial Complaint

  Date:05/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially engaged with Coastal Moving Services (CMS) in Feb 2024 regarding a long-distance relocation occurring in May 2024.I was never informed that Coastal Moving Services were simply a broker to third party moving providers. This was never communicated to us prior to our submission of a $1,677.16 deposit, which was based on a proposal that clearly stated we would be able to obtain insurance on our belongings. The ability to obtain insurance on our move was important to us and we would never have signed an agreement or submitted a deposit if that wasn't possible.On March 28th, 2024, CMS provided us a link to ***** International to obtain additional insurance for our move. Knowing we had a few months before our move, we didn't look into obtaining the insurance right away. On May 5th, 2024, I began the process of obtaining insurance for our move by calling ***** International, only to find out that the company code CMS provided was for another moving provider named VDMD *** Lines Relocation, which we had never heard of. We also were told that VDMD *** Lines wasn't approved for insurance with ***** International, which was surprising, given this was the provider provided to us by CMS.After speaking with CMS, we were told VDMD had a new insurance provider, MovingInsurance.com, which after I called, also told me that they did not insure VDMD *** Lines. After googling VDMD *** Lines and reading their horrible reviews, I was hesitant to use their relocation services without the ability to insure my valuables.After speaking with CMS, I was told that I could not switch from VDMD *** Lines as my provider, and I also couldn't obtain insurance. I requested to cancel my reservation and to receive a refund on my deposit only to be informed that my deposit "had already been spent" and that I could only receive a credit for a future move with CMS within the next 12 months. The experience with CMS felt fraudulent and deceptive, and I just want me refund back.

  Business Response

  Date: 05/09/2024

  We would like to explain the actual situation. You requested to have full value protection added to your estimate.at which point we provided you the information that we are provided from your assigned motor carrier. We were unaware that the carrier had elected to not renew their affiliation with ********************* When we contacted the assigned carrier they stated that the affiliation with that insurance provider had gone up in price therefore they were currently looking for a new policy in order to provide the options for different types of insurance. Coastal Moving Services is not an insurance broker and therefore does not sell insurance. The motor carrier then stated that we should reassign he job to another agent who can accommodate your request for full value coverage. We attempted to inform you of this information, but you had already elected to cancel services with us prior to letting us give you an explanation. We are still willing and able to assist you in relocation needs and hope to hear back from you.

• Initial Complaint

  Date:05/03/2024

  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 received a quote for moving and agreed to pay the required deposit. The date for pick up was scheduled for 5/22/24-5/23/24. There was no mention on the phone or in the contract that the deposit was not refundable after 72 hours of placing the order. The order was placed and deposit paid on 4/8/24. Plans changed and we attempted to contact them to add more inventory 4/15/24. A call was already scheduled for 4/19/24 to review the inventory. Several attempts were made that week via phone and email, but nobody would call us back. On the call scheduled 4/19/24, we explained we needed to add to the inventory. The original quote was based on 898 cf, after adding it would be approximately 1300 cf. We expected the increase to be proportional, but they doubled it.We shopped and found another mover instead.When we notified this company to cancel we were told our deposit was non-refundable. The deposit was $2210. They're website mentions this policy, but they do not state it on the phone and it is not in the interstate bill of lading contract. It only states "upon booking a deposit is required to be paid".No verbal or written communication to indicate it was non-refundable. I could understand them holding a small portion for the time to book and go through inventory, but $2210 is excessive. I would like my deposit refunded from this company. And I would like them to disclose the non-refundable deposit amount or fee in their documents for signing and over the phone while booking to prevent this happening to others.We spoke to a supervisor and he just told us it was non-refundable. We emailed the rep that placed our order asking for a resolution and we got no response.

  Business Response

  Date: 05/07/2024

  We appreciate you taking the time to share your experience, and we sincerely regret any inconvenience you`ve encountered. We strive to provide exceptional service, and it`s disheartening to hear about your negative encounter. We take all customer feedback seriously and investigate each case thoroughly. However, the notes on your file show that your call to review inventory was set up for 4/19 as that department works by appointment only and on that call it was explained that that you were looking to adding a custom slot car track that is broken into five tables and takes up a space 9`7" X 7` X 4` and can`t have anything stacked on or under it. Making changes to inventory from the original booking call will of course change the cost because the estimates are based on the amount of space you will need to utilize within the trailer. Especially if you are now wanting to add items "bulky" that cannot be stacked on and/or fragile. We understand your frustration, but it does need to be addressed that we base the estimates on what is communicated to us and do our best to ensure that the estimate is accurate prior to pick up to help not have a situation on the day of pick up. We are not in the business of putting clients in a difficult situation and are truthful about what it would cost to move items.Your statement is untrue about how we do not disclose information about our cancellation policy as it is in several areas on the agreement , 3 areas in fact. You have the option to utilize your full deposit towards another relocation up to one year from the date of your booking. We apologize and would love to resolve this with you but it must be understood that we did nothing wrong. We adjusted your file with the inventory that you needed to add and provided you with accurate information, we are not in the business of lying to clients and provide accurate estimates to properly prepare our clients for shipping. The type of items you needed to add were not standard household goods therefore would require additional space and handling services. 

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21664133
  
  I am rejecting this response because:

  The attached documents are the only things we received and neither of them have your 72 hr cancellation policy on them. including the quote.  My quote does not have that cancellation on the bottom like yours, it ends at the signature of *****************************, yet yours has the cancellation clause after it. My issue is that none of the documents we were given had this cancellation clause, I can't explain how your signed ones do, but what we received did not.
  

  Also, As you replied, we did amend the inventory on 4/19/24.  The reason we cancelled was because the new quote was not an increase proportional to the space we were using before. We did not double the space, but your quote doubled.  Per your quote "This document is an
  estimate only and not a contract for moving services; it is only binding for the specific services and items listed here
  within; any deviation of the services listed and ordered will result in a new estimate being issued".

  Since we did add inventory on 4/19/24, we received a verbal quote but not a written one on this date per your documentation.

  With this new quote on 4/19/24 and our cancelling on 4/19/24, we did cancel within your 72 hr cancellation policy that again is not on any of the documentation we received.  We would like our deposit refunded.

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

  Business Response

  Date: 05/09/2024

  We provided all documents and were clear on our policies and terms from the beginning. The fact of the matter is that you wanted to add additional items that are very unique and it unfortunately  needed addiitonal space and handling. Instead of lying and informing you that it would not effect your estimate we were honest and transparent on what it would take for your shipment to be relocated. 

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21664133
  
  I am rejecting this response because:

   

  While the changes did impact the quote. None of the documentation we received have your cancelation policy on it and therefore should be refunded. 

   

  The new quote after changes was no longer competitive and per your policy the new quote on 4/19/24 was canceled on 4/19/24 and therefore within your cancelation policy and should be refunded. 

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

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to get an estimate for a move of approximately 212 miles, of a small 700 sq. ft., 2 bedroom house on 4/19/2024. I was given an estimate and then told repeatedly that I had to "book it now or the $700 discount goes away". I asked if I booked it and found something else, how long did I have to cancel and was told 3 days. I asked the agent ******* if that meant 3 business days and I specified Tuesday. He concurred. When I called to cancel on Tuesday, 4/23/2024, I was told that I could not cancel because it was within 10 days of my scheduled move date of 5/3/2024 and everything was already arranged and booked. I lost my temper a little and hung up. The initial estimate included 219 miles of travel and 475 cu ft and an inventory of the estimated number of boxes (27 medium size) and furniture and the total was $2378.65 with a required deposit of $969. During my QA call on 4/30/2024, I gave more precise box counts (12 small, 9 medium, 2 large, and 2 extra large) and an updated inventory of furniture and other items because I got rid of quite a bit of things between the two calls. My new estimate was significantly higher at $2939.11 with an additional required deposit of $225.99. That's an increase of nearly $600!! So then the rep ****** says that the moving company will call me and let me know on which of the 2 day window they would pick up my stuff. It was an extra $150 to guarantee May 3rd (but remember I couldn't cancel bc my move was already booked). Where did the "two day window" come from? ***** said that May 4th was an "alternate day". He used those exact words! As though that day was just there in case something happened and *I* needed to change something! I have filed a complaint through my bank to dispute the charges, but ultimately, I want to cancel this and I want a full refund. I feel this company intentionally misled me and provided incomplete (and sometimes false) information. Then I saw all these other people who experienced the same thing.

  Business Response

  Date: 05/02/2024

  We apologize for any inconvenience you experienced during your move. Our team is committed to providing transparent and accurate information, and we regret any miscommunication that *** have occurred. We would like to provide a copy of your signed estimate with us where all the information in regard to the cancellation policy is stated and signed by you in agreement prior to placing your reservation. We apologize if you did not take the time to actually read the crucial information we are required to provide to you. The purpose of the quality assurance department is to ensure that there are no surprises on the day of pick up and to make sure the inventory list is accurate, and no last-minute adjustments need to be made. Most clients will book services with a basic inventory list and as their move date gets closer either add or remove items. Our intention is to make sure the process is smooth on the day of pick up so you can properly prepare yourself and your shipment of household goods. You added items on that call therefore you would require additional space within the trailer which also affects the fuel costs etc. You were provided with the revised paperwork, and you signed off on it and provided an additional $225.99 due to a larger deposit being required because of the changes you elected to make. Your pickup date is scheduled for 5/3, which is tomorrow and would be the reason why a full refund would not be approved. A crew has already been assigned and in route to your location in **. We would be willing to refund the $225.99 but the original deposit is nonrefundable due to the timeframe for your request and our policies that you agreed to. We appreciate your understanding in this matter.

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21654988
  
  I am rejecting this response because: The agent initially provided false and misleading information regarding the cancellation policy. I specifically asked if I could still cancel on Tuesday, April 23rd and was told I could. Then I tried. My calls, texts, and voicemails have gone unanswered since the ** call. I have already made other arrangements. I might have been willing to accept your proposal had I been communicated with or not been given misleading and false information from the start. As I have already made other arrangements, there will be no one here to meet the crew. I tried again after the highly irregular ** call results to cancel, but got no response. Also noteworthy is that the person I dealt with for the ** call was the third person I'd spoken to after calls and texts to the previous two went unacknowledged. I'm done with this company. A full refund is the only acceptable resolution.

  P.S.-I did read the agreement and that is where I noticed that it's not even guaranteed my stuff would be delivered the same day but within a 30-day period! No doubt you would have added additional fees had I asked for my delivery--to a location only 3 hours away--the same day.

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

  Business Response

  Date: 05/02/2024

  The paperwork was sent to you on several occasions where the cancellation policy is listed in the 1st paragraph,again in the middle part of the agreement and lastly on the last page of the agreement. The cancellation policy is also on the credit card authorization firms that are sent to you for signature and is right above where you agree to the amount of the payment for the deposit. We have the policy listed as many times as possible in order to ensure the client sees it. The policy is not hidden whatsoever. In reference to deliveries, there are 2 options that are stated int he agreement. Please see below the two options that we pulled from that paragraph.

  
  ESTIMATED PICK UP AND DELIVERY SCHEDULE: Each long-distance interstate moving customer will have different requirements as to a delivery timeframe. Some customers need their property delivered as quickly as possible and some customers may wish to wait several weeks, or months, before they receive their delivery. Accordingly, there are two delivery service options available:

  
  1.) Premium Guaranteed Service (P.G.S.)  - this service is a guaranteed delivery service that is available at an additional cost 
  2.) **************** (S.S.) - this is the standard service that estimated times of arrival based on mileage and time of year.

  
  The estimated arrival for a 200 mile move is anywhere between 1 - 3 days depending on the time of pick up and if the crew had already allotted the *** regulations of 500 miles a day or 8hours of labor.
  You claim that you reached out to our office with no responses but according to the notes on your file you were spoken to on several occasions when you inquired about changing to a one day pick up window and also asking for a $500 discount to be added to your file. We honored the one day pick up window without charging the $150 fee that is supposed to be added and you already have a $700 reservation discount incorporated into the estimate we provided you. Our offer to refund the additional payment of $225.99 is still available. Your pickup was to take place tomorrow and you are electing to cancel the day prior to the crew arrival. As stated previously a crew has already been dispatched and was in route to arrive in your location in **. The crew and fuel still need to be addressed if a client cancels and is part of the reason why we have our cancellation policy in place. You are entitled to your opinions ( highly irregular QA)  but the quality assurance calls are there also for a purpose and that purpose is to ensure we are all on the same page of what is involved in each shipment in order to have the crew and client properly prepared. 

  
  

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21654988
  
  I am rejecting this response because: I never asked for a $500 discount; I found a full service moving company that was $500 cheaper and that is why I was calling to cancel. Which I did within the specified time frame of 72 business hours. It's difficult to fully read an agreement when your service representatives are telling you that you have to sign now so they can move forward with booking the move. Either way, these were specific questions I asked. These things are also basic information that are supposed to be discussed during the initial booking call and they were not (pick and arrival policies and procedures). I asked if I could cancel Tuesday, April 23rd and told I could. You did not honor that. I was not spoken to on several occasions. I was passed around to different representatives on the 23rd when I called to cancel and I spoke to the ** person yesterday. I've sent him texts and I've called and was rejected to voicemail immediately. My second call where I left a voicemail was not returned. Your company clearly has a history of dishonest pricing, manipulative, and misleading business practices. A full refund is the only acceptable resolution to this issue. Your crew is not my responsibility. If you had honored your original statement that I could cancel on April 23rd, we would not be having this conversation. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 05/02/2024

  Alternatively, Coastal Moving can keep the $225.99 and I'll take the refund of my original deposit. If they agree, I will cancel the dispute with my bank and consider the issue resolved.

• Initial Complaint

  Date:04/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke with ********************* at Coastal Moving, he provided a quote at $1,823.84 for 300 cf with a deposit of $771.97 for two extra large couches and a few boxes which ***** explained was below their minimum volume (300 cf) to ship. I reiterated at the time that the couches are extra large and he explained I had plenty of room to spare as we did not hit the minimum thus even a larger than expected couch would still be below the minimum. When scheduling pick-up, I said I was either available the Saturday, 3/30th or the Monday 4/1st onwards, but not Easter Sunday. He guaranteed me that the pick-up would occur on Saturday, 3/30th at noon and never mentioned I had to agree to a 2-day consecutive window. I received a call from an unknown company (Space Moving *** Lines) on Friday, 3/29th at 5pm stating the move would happen on Easter Sunday (3/31st) which I was not available and confirmed with ***** was not possible. I tried to get in contact with ***** but he never answered my call. When speaking to the new company, they forced me to pay a $400 move day fee even though I made it clear from even before signing the contract that I would not be available. The morning of the move, the movers were very rude and yelled at me over the phone that they would be increasing the price by $400 because the couches "weren't stackable". When receiving the updated contract, they charged an additional ~$600 and increased the volume to 440 cf. This was shocking considering ***** said there's no chance I would go over 300 cf. From that point I tried to reach out to ***** who never answered or returned any of my calls. I finally got in contact with a "supervisor" named ******************* who was extremely rude over the phone. I acted in good fate and at every step, Coastal Moving Services was not honest with me and basically pulled a "bait and switch" to make me spend ~$1000 more than originally agreed upon. I would like the $400 moving date fee and ~$600 additional charge for my couches refunded.

  Business Response

  Date: 04/25/2024

  We appreciate you taking the time to share your experience, and we sincerely regret any inconvenience you've encountered. We strive to provide exceptional service, and it's disheartening to hear about your negative encounter. We take all customer feedback seriously and investigate each case thoroughly. However, it's important to note that we do not condone any unprofessional behavior by our third-party movers. We apologize for any lapses in service and would like to address your concerns promptly. Looking further into your file it looks like you have intiated a disoute against your deposit already. We would have had no problem refunding you in full your deposit of $771.97 if you would have allowed us the oppurtunity to make this right with you. Unfortunaly due to the dispute being active and still open we are unable to process anything now. We appriciate your feedback and wish we could have come to a resolution prior to the chargeback being activated.