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:04/12/2024

  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 Coastal Moving for my move from MT to CO. The front salesman made me feel I was getting a good price of $2,795. He walked me through all estimated costs and an inventory list and I felt comfortable with the price. The window for pickup of my furniture was 9-12pm on 4/4/24. At noon that day I called Coastal Moving customer service to get the mover's ETA. The office manager was condescending, snarky and kept talking over me. The contracted movers (All Star Moving) finally called me to say they'd be there "soon" but they didn't arrive until 12:30am on April 5th, ***** hours after their pickup window. I had to be out of my apt on the 4th because it was the end of my lease, and my apt manager would charge a penalty for staying past my lease expiration. When the movers arrived, they demanded an extra $1,268 because the cubic foot size was more than what was on my binding estimate, even though I ended up having less furniture and less boxes than what I listed on the original inventory. I asked for an accounting of the cost per cubic foot to see how they came up with that $1,268 amount, but they refused to give me that. One of the movers called me a filthy cheap w**** They refused to pick up my furniture without me agreeing to this $1,268 upcharge. I had no option but to agree because I had to be out of the apt and by then it was 1:30am. When they arrived at my new apt on 4/10/24, they refused to unload their truck until I paid the $1,268. I knew I was being robbed but I felt I had no choice if I wanted my furniture. I couldn't get Coastal Moving or the boss of All Star Moving on the phone. Some of my furniture was dented, scratched and torn, including a couch, 2 nightstands, a mattress, a headboard and 2 file cabinets. I pointed out all the damage, but they said I had rushed them at the time of pickup so they couldn't be responsible. I feel cheated, robbed and extremely upset by their unethical and unprofessional actions.

  Business Response

  Date: 04/16/2024

  We appreciate you taking the time to share your concerns, and we understand your frustration. We sincerely apologize for any inconvenience caused during your move. We take customer feedback seriously and are investigating the issues you've raised. It's important to us that our customers have a positive experience, and we want to assure you that we are addressing the delays and communication lapses you've highlighted. Looking into the file more closly it looks as thought he motor carrier was delayed and would be arriving on 4/4 but at a later time in the evening between 7 and 8pm. Our office offered to pay the penalty fee for you int he amount of $480 for the inconvience due to the delay. The loacation in MT you are located in did not allow us to reassign the job on such short notice. The motor carrier stated that you agreed to have them come and load. Please see the attached paperwork. Upon arrival in order to load all your items you did need additional space beyond the original reseervation for 319cubic feet. You needed a total of ************************************************************************************************* cost that this can cause frustration and a negative experience for you. With that being said we are willing to offer you further credits beyond the $480 as previously offered to you. Please look forward to our call as we will be reaching out to yiu today to discuss this furhter. 

  Business Response

  Date: 04/16/2024

  The paperwork is attached. 

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21566901
  
  I am rejecting this response because no disclosure of the uncharge of $1,268 was provided to me prior to the movers picking up my furniture at 1:30am; They refused to give me a cost formula of how they arrived at that $1,268 uncharge. Their business practices are unethical and I believe illegal. They attempted to steal my furniture when I told them I had contacted my attorney, by leaving the delivery location without unloading my furniture.  I demand a refund of $1,268.00.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/19/2024

  The crew arrived at 8pm and did not finsih until late night per your request that they still arrive when they offered options to come in the morning. They in fact provided you paperwork which is attached. 

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21566901
  
  I am rejecting this response because: No one arrived at 8:00 pm on April 4th as they allege. My text history with them proves this. They did not arrive until 12:42 am on April 5th.  My last text to them was at 12:28 am on April 5th asking when they would arrive. They texted back at 12:30 am that they were 10 minutes away. They arrived at 12:42 am on April 5th.  My lease expired on April 4th and I would be penalized by staying in my apartment past my lease expiration. I had no choice but to accept them to come that late. I called Coastal Movers on April 2nd to confirm the date and time the movers would arrive and I was assured that they would pick up my furniture on April 4th between 9am-12pm. They could have confirmed the schedule with the actual movers on April 2nd, but they didn't. If they had, they would have learned there was going to be a significant delay in getting to me, and I would have had time to make other arrangements with my apartment manager and/or book a different moving company. But they gave me no other options. I dispute the uncharge of $1,268 because it is not verified by any price formula. They did not measure any of my furniture or boxes to determine the cubic square footage and they refused to give me an explanation, or verify, or authenticate this charge.  I believe their refusal to provide me with same constitutes fraud and theft on the part of Coastal Movers and the actual movers. It is fair and just and right that I be issued a refund of $1,268.00. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/19/2024

  I am providing the text history with the movers between 10:03pm on April 4th and 12:06am on April 5th. If they arrived at 8:00 pm on April 4th as they allege, they wouldn't have been texting me between 10pm and after 12:00 a.m on April 5th. Their allegations are false, and are further evidence of their attempts to deceive.

• Initial Complaint

  Date:04/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/21/2024, I worked with ***** to schedule a white glove move between states for my father-in-law. I explicitly outlined all the items needed to be moved and signed an estimate with the quoted amount before paying a deposit. On the day of the move, the moving company arrived and informed my father-in-law that they reserved 300 cubic ft as per CMS request. They informed us this would not be enough space for the items enumerated in our estimate.At this point, I reached back out to CMS and was bounced between different team members on the phone, who informed me we needed an additional ************************************************************************* our quote estimate. That meant we needed nearly double the amount CMS listed in the estimate agreement. As the professional moving brokers, I informed them this was their error as no additional items were being added to the original list. They simply didnt calculate a sufficient amount of space for the items we shared in their estimate. I attempted to reason with the supervisor on shift, who informed me we could either pay the additional amount to have the agreed-upon items moved or we could choose items to leave behind. I informed her we would either cancel the move or they needed to move all the agreed-upon items for the agreed-upon price. The agreed-upon price total was $2,525.51. To add the additional space, they were going to charge an additional $900+. Ultimately, the manager did not budge, so I informed her we would be canceling the move and requesting a refund. The moving company left and I received a call from the Coastal Moving Services reconciliation team. They confirmed our cancellation and when I asked for a refund, they refused. I informed them I would be submitting a dispute unless they gave me a refund, and that it would be in their best interest to refund the amount. Again, they refused. This company scams individuals during a stressful time and should be shut down.

  Business Response

  Date: 04/17/2024

  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 take customer feedback seriously and will investigate the issues you raised to ensure a smoother experience for future clients. Regrettably, you labeled us as a scam which is far from accurate and we have reached out to offer a full refund to to the circumstances surrounding your move. We also have contacted the assigned mototr carrier with the feedback provided as to improve all lines of communication and to ensure this does not happen again. 
  
  

  Business Response

  Date: 04/26/2024

  This client was refunded in full 

  Business Response

  Date: 04/26/2024

  This client was refunded in full 

  Customer Answer

  Date: 04/28/2024

   
  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,
  
  Kennady Primavera

• Initial Complaint

  Date:04/11/2024

  Type:Billing 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.

  Gave us an amount we were supposed to be charged but we ended up paying an additional $1262 for incomplete services. The packers and pickup were a day late causing me to lose my transfer ability and half a days work, could not get our stuff even scheduled to be delivered to the new address because we were never told they were just a broker and were not the actual movers. Were told the additional cu ft of space would be $1.25 each but were charged 3.75 for each cu ft of additional space

  Business Response

  Date: 04/17/2024

  We appreciate you taking the time to share your concerns, and we understand your frustration. We sincerely apologize for any inconvenience caused during your move. We take customer feedback seriously and are investigating the issues you've raised. It's important to us that our customers have a positive experience, and we want to assure you that we are addressing the delays and communication lapses you've highlighted. When looking further into your file the pick up window was for either 3/26 or 3/27. The dispatcher confirmed your pick up for 3/27 but for later in the afternoon due to delays caused by other shipments. We apoligize that the arrival was delayed but unfortunatly was not within our control due to the clients schduled for pick up sooner tendering more items than expected. Upon arrival of the crew it was communicated that your first avaialable date for delivery was 4/2/2023. Due to not having all of the proper contact numbers to communicate the delivery information with you until 3/30 also caused a delay in communication and we apoligize for that and thank your wife for reaching out to us with your new number. With that being said we would like to work with you on a solution and ask that you call into our office at your earliest convience. 

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21564920
  
  I am rejecting this response because:

  
  I updated everything on the 30th and our first available was the 2nd. Thats a 3 day window they did nothing with then went silent for 2 weeks. We didnt hear a peep until we started calling them and probably wouldnt have heard anything ever again. Theyre still absolutely not helping or doing anything to resolve *why* this is taking so long. Was told when I updated the information they would contact to set up delivery in 7-12 days but we heard nothing. When I was finally able to get ahold of someone they told me I had to pay more to even schedule delivery that they could have let me know when I updated the information. Once that was taken care of I was told they would be reaching out within a couple days to schedule delivery but we heard nothing. Started calling again Monday the 15th and no one would answer, finally got a hold of someone today and they still have not scheduled anything and cannot give me a time frame when it will be scheduled.
  Sincerely,
  
  *******************

  Customer Answer

  Date: 04/17/2024

  They were not later in the afternoon.  The guy refused to come that night because dispatch doesnt know what they are doing and came the next day, which caused you to miss work and lose your ability to transfer, which set our plans back considerably. Not to mention the absolute lack of communication and the attitude problem theyve had every time youve gotten someone on the phone. They were supposed to provide a professional packing service but didnt bother to pack 1/3 of our stuff, left things on the walls and promptly disappeared into the subset with our things. The only communication we get *we* have had to initiate up to and including the discovery that before theyd do anything they wanted yet another deposit then another deposit then another and another.
  
  
  Oh you just paid the deposit last week how can you expect us to have anything figured out in a week?  Took him 35 seconds to figure it out when we made the order. 

  Business Response

  Date: 04/23/2024

  You are more than intitalited to your opiions. It was a fact that there were delays due to previously assigned pick *** tendering more items therefore causing a dominio affect and unfortunatly that affected your pick up time. We do not have control on if a client wants to add additional on day of pick up. If the client requires additional services then we have to accomadte each clients needs and continue. We apoligize that this issue caused a hardship for you and have asked that you call into the office so we can discuss a solution. You had a full packing service for $300 for 300cf. If anything was left behind it was due to the addiitonal cost not being agreed upon. We have requested your paperwork to review the space and packing fees. In the meantine we would liek to offer you $300 to cover the original packing cost. 

  Customer Answer

  Date: 04/23/2024

   
  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.
  
  They can reach out to me at ************ to discuss refund options.

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

• Initial Complaint

  Date:04/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This incident happened in end of March. I paid this company $5200.00 to deliver my belongings from ************* to ************. They unloaded boxes that were smashed and when they unpacked my entertainment center it completely collapsed and is not repairable. Fragile items were broken and they also had the brilliant idea of wrapping many fragile items in my comfortor so that when I pulled that out all of those things went flying and all of them were broken. My attempts to contact them went unanswered. I would like some compensation for this.

  Business Response

  Date: 04/08/2024

  We appreciate you taking the time to share your concerns, and we understand your frustration. We sincerely apologize for any inconvenience caused during your move. We take customer feedback seriously and are investigating the issues you've raised. It's important to us that our customers have a positive experience, and we want to assure you that we are addressing the delays and communication lapses you've highlighted. 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. Please expect a phone call to cover offer the claims process and discuss what credits can be applied back to you. 
  
  

  Customer Answer

  Date: 04/10/2024

   
  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: 04/10/2024

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

• Initial Complaint

  Date:04/04/2024

  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.

  these people will not deliver my things. they are sitting in a warehouse in ********** some where. i would like them to refund my money and release my property to some one who will. they have told me every lie and everything does not check out. I do not know what they did with my things.. they are lost or stolen or just sitting in a warehouse where i will never see all my belongings again. please help me get out of the clutches of this company

  Business Response

  Date: 04/05/2024

  We appreciate you taking the time to share your concerns, and we understand your frustration. We sincerely apologize for any inconvenience caused during your move. We take customer feedback seriously and are investigating the issues you've raised. It's important to us that our customers have a positive experience, and we want to assure you that we are addressing the delays and communication lapses you've highlighted. Looking further into your file it looks as though we have had constant communication with you in regards to the delivery of your shipment. Your items were picked up in  ******** ** on 3/20/24. Your delivery destination is in ******** ** with an estimated mileage of ***** miles. We have explained the logistics of delivery involve various factors, including trailer availability, the distance of relocation, the time of year, and other logistical considerations.
  As you are moving approximately 2676 miles, the delivery timeframe is estimated to be between ***** business days based on your specified First Available Date for Delivery (****) on your pickup paperwork. Please keep in mind that is only an estimated timeframe and the shipment could get to you sooner. We are working hand in hand with the dispatch department and your assigned carrier to provide you updates.
  It's essential to understand that the **** is a reference for logistics, indicating your availability from that date forward to receive your goods. It is not a guaranteed delivery date but a starting point for planning the logistics of your shipment.
  The delivery driver will contact you in advance, typically ***** hours before the drop-off. Please ensure to check your voicemail and text messages for any missed calls or messages. In regards to your request for a $300 credit , we have infirmed the billing department to reach out to you to see if we can accommodate you. 
  
  

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 02/05/2024, I was contacted by *** from Coastal Moving Services about an inquiry I had made online for a move in June 2024. I went through each room and told *** the items I wanted moved. For context, I have a 2600+ ** house with 4 bedrooms and a work space with lots of tools. I also needed my vehicle transported. *** did not identify the company he worked for as a moving broker. I thought this was a full-service moving company with their own trucks. The estimate came to a little over $6000. $1200 of that was to transport my car. I told *** that I wanted some time to talk it over with my husband. He offered to discount to $6000 if I signed right away. This should have raised a red flag. I went ahead and signed and paid a deposit of $2932.A month later, my husband landed a job out of state and needed to get moved right away. So I contacted *** to get some of his things moved quickly. I gave *** a list of the things we needed moved, and the estimate for that move was $4000. I also didn't need my car transported, as I would now have to drive it in ***** *** assured me that I would get the $1200 refunded and the $4000 would be credited for the June move, but we could work that out in ***** When the moving company came, the ** was quoted too low, so not all of my stuff could get moved unless I paid them more money. I didn't, and called *** to inquire about the mishap. He said he would call me back but didn't.I now don't need to move in ***** I called customer service to get the $2932 refunded. I was told that the refund window is 72 hours after signing the estimate. I was not told by *** about this when I signed. Also, on the estimate, someone fraudulently initialed for me that I waived a physical survey of my things and I received the ***** publications via e-mail hyperlink. The ** on the June estimate is also low so I imagine if I moved in June, I'd get stuck with paying more to the movers. I just want my deposit back. 72 hours' cancelation window is wrong.

  Business Response

  Date: 04/02/2024

  Hello,

  We appreciate you taking the time to offer your feedback in regards to your recent experience with us. Looking further into your file you have two separate bookings with us. One booking was already serviced on 3/22 and the paperwork has been attached showing the estimate stayed the same. The second booking was scheduled for June 28th or June 29th. We received your cancellation request but due to you booking services in Feb. for this reservation you were no longer within your cancellation window. However we understand that circumstances can change and we did offer you a credit of $900 and stated you can keep your file on hold for up to one year to utilize for a future relocation for yourself or a family member which you gracefully declined. All paperwork is sent to every client in advance to review and all the terms and conditions are presented. 

   

  Business Response

  Date: 04/02/2024

  After further investigation of this file we have agreed to refund the client in full. A total amount of $2932.00.

  Customer Answer

  Date: 04/10/2024

   
  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. *** contacted me the same day to get the matter resolved and get me my deposit back. I appreciate the speediness of their response.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a predatory business. When I called to get a quote, the representative grossly underestimated the amount of space I would need, which led to my total charges going up by over $300. On the day of the move (March 30 2024), I was told the truck would show up between 10-noon. When 12:30 rolls around I make a phone call to customer service, who has no idea why the truck is late, so they put me on hold. After holding for 10 minutes ** told the truck is running four hours late. This company is nothing but scam artists who will lie and underestimate to get your deposit, then the day of the move they will charge you more than the agreed on rate and if you dont pay it, they will repossess your belongings. When speaking with a so called manager named ******, she was very rude and would talk over me so I couldnt even get my point across. This has got to be the worst experience Ive ever dealt with from a company, and the worst customer service Ive ever received. Avoid these scam artists at ALL cost.

  Business Response

  Date: 04/02/2024

  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. We are contacting you to come to a resolution together.
  
  

  Business Response

  Date: 04/02/2024

  Client has been refunded in full. 

  Customer Answer

  Date: 04/02/2024

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

• Initial Complaint

  Date:03/30/2024

  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.

  Hired Coastal moving to relocate home belonging. Obtained original quote by providing all items to include sizes to them. Was informed by quality assurance during recheck of inventory first quote was missing items even though they were discussed during original quote and was told they were included, so the price increased. On day of move, the movers were late by 3 hours and informed by moving team the cost was going to increase another $3000 while attempting to negotiate, due to improper quoting. We were also informed by the moving team that this happens all the time, to include lost / stolen items, police involvement, late or lack of delivery, additional charges at delivery, etc... We canceled our moved and rented a haul due to this scandalous treatment and fear of the attempt to charge us more during delivery if ever delivered. This company is a fraud and I hope to help prevent anyone from ever using them.

  Business Response

  Date: 04/01/2024

  We appreciate you taking the time to share your concerns, and we understand your frustration. We sincerely apologize for any inconvenience caused during your move. We take customer feedback seriously and are investigating the issues you've raised. It's important to us that our customers have a positive experience.  We are committed to resolving this matter and will be issuing a refund. 
  

• Initial Complaint

  Date:03/28/2024

  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 Coastal Moving Services for a moving quote. same state. 3.5 hours away. **** was so nice. assured me that he was point of contact. but then i never heard from him again and he wouldn't answer my texts/calls. ***** ever told me that they were brokering out the move to someone else. I learned that after i put down 50% deposit. On the quote was a pick up "window of time" I thought it was just a place holder because I told him it was going to be either Wednesday or Thursday. he said oh no problem. When I called and said send movers on Wednesday, they tried to charge me $250 extra for a date change. After the fit I threw, they acted like heroes because they said they would waive the fee. When ******* from Blue Diamond movers, *** called me to schedule on Monday, she said the driver can be there on Tuesday. I said we cant get into the house until wednesday. She said thats fine. He will stay overnight anyway due to the hours they can only work/drive a day. Well, when driver showed up, he told me that it was an additional $1,000 if I wanted my stuff next day. Otherwise they could keep my stuff up to 30 days. Now, i understand if I was moving coast to coast, I get it. The move was not even 4 hours away and the driver told me I was the only load and he was going to the town and not anywhere else. Coastal should be required to refund my $1,000 because they never disclosed to me any of this. I wish I would have read the reviews first. I was dumb. I will tell everyone I know never to use Coastal or Blue Diamond. Not to mention the movers broke our bed, our ottoman and our dresser and lost the screws to our desk. S***e Coastal hired them, they should be responsible for this! Blue Diamond are worse or equally as crooked as Coastal. Coastal customer service were such jerks and told me once movers showed, i had to deal with the crooks on my own. I want my $1,000 back that I had to pay Blue Diamond so that we could get our stuff delivere or better yet, the full $1,141.26 that I paid coastal because they SCAMMED me! According to reviews and complaints, I am obviously not the only one this happened to! In the end, the move cost was $3,594. A far cry from my Coastal quote of $2,164.00

  Business Response

  Date: 04/01/2024

  We appreciate you taking the time to share your concerns, and we understand your frustration. We sincerely apologize for any inconvenience caused during your move. We take customer feedback seriously and are investigating the issues you've raised. It's important to us that our customers have a positive experience, and we want to assure you that we are addressing the delays and communication lapses you've highlighted. The pick up dates on your paperwork are there so the logistical team can create a schedule based on the other pick *** scheduled for those dates, this is one reason why that department would need to do the schedule. The motor carrier usually is able to accommodate the "preferred" date if known in advance but due to any unexpected delays or issues it is required to have at least a two day pick up window. We are happy to hear the motor carrier waived the fee for you. In regards to delivery , your relocation was roughly *********************************************************************************************************************** order to make that possible as your dedicated truck and reroute a different trailer for the other pick***. This is typically a service that is required to be done in advance. With this being said our team is committed to providing transparent and accurate information, and we regret any miscommunication that *** have occurred. Our office will be reaching out to you to discuss a resolution.

• Initial Complaint

  Date:03/26/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/22/2024 I called different moving companies and found Coastal Moving Services. I went through all the items we would need to move and the rep ********************* stated the cost would be $3201 to move from *********, ** to *******, **. The next couple days I received multiple emails/texts about the up coming move. A text came in asking for itemized list of items, boxes, beds, appliances so I took pics and made a list of the items and sent them back. I had multiple calls after going through dates, items, etc. Once we determined everything I received a call from a very unprofessional individual named **** from the quality assurance team. He went on to tell me that based on the items on the list the price had increased to well over $10K. The original list **** provided via text showed the items we originally discussed with ****, that was suppose to be priced in the $3201. I was told if I added to the list I would be charged more and if I removed from the list I would be charged less. Now **** stated that it was a joke and the items on the list would cost more than the originally agreed price. Going back and forth **** continually talked over my concerns and even stated he would hang up due to my concerns of being lied to. I asked multiple times if I could speak to his manger and he stated there was no one above him. This company and they're reps lied to me during a very vulnerable time. I explained to them that my husband and I both lost our jobs and could not afford much. Whatever is discussed stay clear from this company! It is a scam and they are aware of what they are doing. You will end up paying two/three times more in the end. No empathy or flexibility. I was told this was my fault for not doing our do-diligence by ****. This guy is terrible and is preying on individuals!

  Business Response

  Date: 03/27/2024

  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 anyone in our company. We apologize for any lapses in service and would like to address your concerns promptly. Looking at your file it looks like you have pick up dates scheduled for 3/30-3/31. We will have a different representative reach out to you to go over your inventory and see what resolutions we can make with you in order to make sure your inventory and space reservation is a accurate as possible. We understand full heartly about the situation you are in at the moment in regards to your employment status and understand relocation is stressful enough and will do our best to resolve this matter with you as soon as possible. 

  Customer Answer

  Date: 04/01/2024

   
  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. Please remove complaint from your file. 
  
  Sincerely,
  
  *************************************