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:03/26/2024

  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.

  We went through coastal moving to help with our move. We paid $2500 n a deposit. Upon the movers showing up the contracted movers sent was ********, who was not a BBB rated mover and had a lot of bad reviews. We told the movers we were uncomfortable with the reviews and told them to stop service and leave. They charged us $1000 for their services that day and then were told we were unable to get a refund on any of the move and that because they showed up and we cancelled the move we are no longer eligible for any refund. The broker was unhelpful, did not hire reputable movers like they said they would, did not offer any additional help and should be held accountable for taking individuals money and not hiring reputable movers. We were also told our stuff would be insured for $175,000 and when we reviewed the movers contract it was only insured for $20,000 cash.

  Business Response

  Date: 03/27/2024

  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 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. With that being said LoadRans llc is a very large operation and they relocate many clients a month, unfortunately there is no way to avoid bad reviews from competitors and other unsatisfied consumers. Your items were defiantly in great hands but due to the crew arriving on site with labors this explains why they were required to charge you for the time spent. The unexpected rise in cost understandably is upsetting and we are going to be reaching out to you in order to provide you with other options in regards to credits back to you and a solution to this matter. Valuation coverage is included in all the estimates we provide which is $0.60 per pound per article. If additional insurance coverage is something you would be interested in it would have to be set up through he motor carriers affiliation with FVP coverage and must be set up prior to the moving date. Again, we sincerely apologize for any lapses in communication and will be reaching out to you to resolve this issue. 

  Customer Answer

  Date: 04/05/2024

   
  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: 04/05/2024

   
  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: 04/05/2024

   
  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:03/25/2024

  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.

  I want to start by saying, "Never use this company". I am a firm believer that it is a scam and they deliberately take your money, refuse to refund it and have no intentions whatsoever of moving anyone. On March 1st, 2024 I contacted Coastal Moving Company to arrange for them to move the contents of our house 350 miles south to another house. I worked directly with ********************* who went over everything with us. We arranged for a tentative move date of 3-29-24 and we paid a $976 deposit on a total balance of $2205.72. On March 13, 2024, I contacted ****** to let her know that we would be closing on our house sooner and if I could change the move date to 3/19/2024. ****** stated that it would not be a problem. The move was outsourced to a company called Blue Diamond Movers.On March 15,2024 I was contacted by a ******* who stated that they had availability to move us on Monday March 18,2024 and she wanted to know is we were ready. I told her we were and she said she would call me back with a pick up time.We never received a call for a Monday pick up but instead received a call at 7:00 pm 3/18/24 to tell us that they would be there on Wednesday 3/20/2024. I explained that we paid for and arranged for the move to be on 3/19/24 because we had to be out of the house on that day and that 3/20/24 was not an option. They refused to work with me in an attempt to get someone out the next day.I contacted Coastal Moving **************** the next day and was told that I would not get a refund and there was nothing that they could do for me. I made numerous attempts to contact ********************* (via email and text) and she never responded even though she told me on the day I paid that I can contact her anytime if I had any questions or concerns.

  Business Response

  Date: 03/28/2024

  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. We will be refunding you in full. Our commitment to customer satisfaction is of utmost importance.

  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.
  
  **************************************************

• Initial Complaint

  Date:03/22/2024

  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.

  On March 5th 2024, my partner and I were shopping around and getting prices for movers. We contacted the company Coastal Moving Services and were given a price, ~$1600 for 488cf of a truck. When the sales rep spoke to us he assured us the truck would fit all of our stuff and that we did NOT need to provide an inventory. We shared a few of the items on our list such as 2 queen ***** a headboard, 2 bed frames, 10 medium boxes, 4 side tables, and "HHG Extra items" but the rep assured us that we did not need to give a full inventory until the 'quality assurance call' a few weeks later. When quality assurance called they asked me to itemize all the things in my apartment, which I did, when we finished they said the price would be a little more than the original price, it came out to over $3000. They then asked me for payment, which I declined to authorize because this was not the price we had discussed. The quality assurance person told me that it was due to the fact that the inventory was not fully included in the original quote. I reached out to the customer service line and asked for an audit to be done on the phone calls I'd had with the original sales rep because he ASSURED me I did not need to give a full inventory and that the truck would fit my things. What he neglected to tell me is that the price would not be the same if I added more things to the inventory. He also told me that movers would be paid a 2 hour minimum and after that they would charge every 15 minutes of labor. This also turned out to not be true as costumer service informed me. They charge for the cubic square feet of the truck used. All of the communication ceased after I complained, and they would not email me the $3000 quote because I declined to pay on the spot. We paid 775 for our deposit which they refused to refund (Another ****** is due after the move is complete)

  Business Response

  Date: 03/25/2024

  We sincerely apologize for any inconvenience you may have experienced during your recent move with us. Our commitment to customer satisfaction is of utmost importance, and we take your feedback seriously. Please contact us directly so we can address your concerns and work towards a resolution and refund of your deposit.

• Initial Complaint

  Date:03/20/2024

  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 was relocating for work and was contacted by ****** who booked a job for me with Space Moving Vanlines. I expressed that this move was corporate and had to be at a specific price and that the price could not change. Needless to say it changed twice and again when the company arrived. I was quoted an amount of space, and even after sending photos of my items i was still not sold enough space. My 3k quote ballooned to 6k causing me to lose several of my items. I moved 3-15 and its now 3-20 and I still do not have the items they did load up. I also cant get in touch with the moving company itself. This is a disaster and I do not recommend anyone use them.

  Business Response

  Date: 03/28/2024

  We appreciate you taking the time to share your concerns, and we understand your frustration. We sincerely apologize for any inconvenience caused during your relocation. 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. Please contact our customer service team directly with your details, so we can work to resolve this matter promptly. We value your feedback and are committed to improving our services.

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21459447
  
  I am rejecting this response because: This does not resolve my issue. Im out of thousands of dollars due to your inability to provide accurate information to the mover and I lost several thousand dollars in furniture having to leave it behind. You people should not be allowed to operate like this. My move should have been completed with all the furniture listed. I want the additional 700 I had to pay the mover for items you listed has having enough space. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/17/2024

  We understand your frustration in having an unexpected change during your recent move with us. Speaking to the carrier assigned you in fact had additional items that were not on the original estimate nor cimmunicated to us. Unfortunatly if we are not cimmunicated the correct inventory we are unable to provide an accurate estimate. The carrier assigned also explained that he did an direct delivery service for you free of charge to assisit you. You also were given a $2000 discount that was incorporated into your original estimate by Coastal Moving Services. It is never the intention for this type of situation to happen our team strives for transparency, and we are committed to resolving any discrepancies promptly. 

• Initial Complaint

  Date:03/18/2024

  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.

  I spoke with ******* at Coastal, he provided a quote for just over $1800, with a deposit of $697 required. At NO point did he mention he was a broker, and provided a quote with all items and estimated 400 cu. ft. I then had a follow up call a couple of days before the move. Again, the quote reflected just over $1800. The morning of the move, I got a call from a different company, who also has horrific reviews, saying that my price would be increasing by roughly 50% because "the stuff I had wasn't stackable". I reached out to ******* and have yet to hear back.

  Business Response

  Date: 03/27/2024

  We sincerely apologize for any inconvenience you experienced during your move. We take customer feedback seriously and strive to address concerns promptly. We are committed to resolving this matter and will be issuing you a full refund while we do a proper investigation as to what happened with your experience. 

  Customer Answer

  Date: 03/28/2024

  The company rightly offered a refund of my full deposit amount. I'd like to remove my complaint. 

• Initial Complaint

  Date:03/07/2024

  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.

  Coastal Moving provided me with a quote for services including cost and scope of work, and then when the movers arrived they attempted to change the terms of what we agreed on in real time. They were not honest about the cost or nature of my move and are now claiming rights to the deposit I paid. Their customer service team yelled at me on the phone on the day of the move and refused to put me in contact with anyone in billing by phone. Then, I filed a dispute though my bank and they claim that I am the one that agreed to pay them despite the fact that they were not up front about pricing or scope of work from the outset.

  Business Response

  Date: 03/08/2024

  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 collect an inventory of items provided by the consumer and create an estimate based on what is communicated with us. We take customer feedback seriously and will investigate the issues you raised to ensure a smoother experience for future clients. Please see attachment that you were issued a full refund of your deposit.

  Business Response

  Date: 03/08/2024

  See attached refund receipt. 

• Initial Complaint

  Date:02/20/2024

  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 was told nothing but LIES by ***************************** who was my agent. Those lies are: 1) your things will NOT be moved in a shared truck, 2) they will NOT charge you for additional fees when they show up, 3) they will NOT ask for full payment until delivery. I had paid 50% and they wanted the remainder before they even started to load. 4) only 2 people showed up instead of 3, 5) delivery estimate has gone over, delivery is delayed and we *still* dont know where our stuff is. Oh, and conveniently they arent answering their phones. The agent promised he would be available at his direct line (that we had been using), yet he is no longer answering.

  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 take customer feedback seriously and will investigate the issues you raised. We will pull the phone records and if the sales representative misled you or stated anything inaccurately we will issue you a full refund. We appreciate you taking the time to provide us with this feedback and will look into this immediately. It does look like you shipment has been delivered based on the notes on your file. 

• Initial Complaint

  Date:02/18/2024

  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.

  I requested moving service on 12 February, dealing with ****. I requested a quote to move on ***** February. **** asked for large furniture items, that he would have dimensions. He did not ask any additional questions of what I had in the house, or what was of relevant space. He said there was a truck nearby that day, that was empty and he needed to fill, and would give a discount. I found out this is a typical sales tactic in this industry. **** is not a dispatcher, does not have truck routes, as confirmed by the Customer Assistance call on 14 February. **** quoted me for 842 cubic feet, and said he was annotating packing service. The quote was $3272, with a deposit of $1845 required, and paid. I wanted to ensure space was correct, due to competing quote being 1200 cu ft and showing "packing service". I texted **** on 13 February, and he assured me that he even gave me additional space for the 842 cu ft, and was unsure how the other person did 1200. He also confirmed I was good on packing. On call with customer assistance on 14 February, she noted packing was not on quote, and added it at $1/cu ft. Bringing total to $4114. She said final inventory would be accomplished on 18 February, and the price would adjust by $3/cu ft. $2 per space, $1 per packing. On the 18 February ****************** went through inventory precisely, and asked additional question "do you have any of these items" that was not asked by initial sales call with ****. ****** concluded the actual space to be 1417 cu ft, at a total cost of $7653. Nearly doubled space required, and increased the estimate fee an additional $1300, which was not relayed to be a product of space instead of a flat "fee". At this point, I was not prepared for an additional increase of $4500. I canceled, to which I was informed my deposit was not refundable. I feel that the sales tactics were quite predatory.

  Business Response

  Date: 03/04/2024

  ***, we have been trying to reach you in order to discuss a credit back to your account and have been unable to reach you. Please contact our office as soon as possible. We sincerely apologize for any inconvenience you experienced during your experience with us. We take customer feedback seriously and strive to address concerns promptly. We are committed to resolving this matter.

  Customer Answer

  Date: 03/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Upon speaking with customer service, I did miss 2x calls from the business on 19 and 21 February. Business requires this complaint be closed out prior to refund of deposit. I am closing this complaint, and expect the refund 3-7 business days, per the business customer service representative.

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

• Initial Complaint

  Date:02/15/2024

  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.

  Avoid this company at all costs.This is just a name change that All Coast Moving did to avoid further negative reviews.However, I recently submitted personal information on the website for Coastal Moving Services (****************************************) including my name and phone number and email address. The website says "*We will never sell or share your information. The info is solely for our quoting engine." but upon submitting this form, I have been contacted repeatedly, over and over again by different companies that are not registered or affiliated with Coastal Moving Services, meaning that they did in fact illegally share my personal information without my knowledge or consent.

  Business Response

  Date: 03/04/2024

  Hello Sir,

  All Coast Moving Group is not affiliated with our company. We are a separate entity entirely. In regards to you receiving multiple calls - this is most likely due to you submitting online searches for moving companies. Lead providers will get your contact information on different sites and submit them to the different companies that do the services you are searching , this is normal for most companies who sell individual services. This does not warrant a negative complaint on our company as we have not rendered any services for you. If you would like assistance in setting up a relocation service please contact our office directly and we can assist you. 

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21299892
  
  I am rejecting this response because I did not reach out to any other companies for quotes, I only provided my contact information via the intake form on your website. 
  
  Your privacy policy (************************************************) itself states that:
  "When we engage service providers.
  We share your personal information with our service providers that assist us in providing the Services, process or service any application you begin, process or submit through us, or to correspond with you, such as our payment processors, IT support, website, email, and text message marketing providers, data analytics providers, communications providers, cloud and hosting providers, and email providers. These third-party service providers have access to personal information needed to perform their services but are contractually prohibited from using it for other purposes. Further, they must process the personal information in accordance with this Privacy Policy and as permitted by applicable federal or state laws."
  
  When you gave your consent.
  We may request your permission to share your personal information for a specific purpose. We will notify you and request consent before you provide the personal information or before the personal information you have already provided is shared for such purpose.
  When we share with our partners.
  With your consent, we will share your personal information with third-parties with whom we have business relationships or with other companies and marketers whose products or services may be of interest to you." 
  
  You never capture consent as your intake form clearly states that you never sell or share information (screenshot attached) and there is no option to provide said consent, which again is illegal. 
  "*We will never sell or share your information. The info is solely for our quoting engine."
  (This shows as being updated in the metadata on your website after I filed this complaint, by the way")
  
  So to summarize, your privacy policy confirms you share prospective customer data with other parties but you do not capture consent to share, which does merit a negative complaint on your company as well as investigation by the **** which I also filed a case with. 
  
  Even furthermore, Coastal Moving Services and All Coast Moving Services have the exact same owner (*************************) and address:
  ********************************************* O
  **********, ** 33487

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

  Business Response

  Date: 03/06/2024

  This review in very unfair to the values of our company. You did not move with our company. This platform is intended for clients who have experienced our services, and unfortunately, you did not fall into that category.
  Regrettably, you labeled us as a selling your information which is inaccurate and can be proven that we do not operate that way. Your claims do not align with the actual interaction you had with our company.
  Your subsequent negative review, claiming unprofessionalism on our part, is inaccurate and misleading. We are taking necessary steps to address the potential defamation of our company. 

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21299892
  
  I am rejecting this response because  never claimed to be a customer (my claim was around your website and how you handle data) and there was nothing defamatory in my complaint. 
  I did not consent for you to share my personal data with other companies.
  Your own privacy policy (updated, coincidentally enough, on 2/26) still outlines and confirms everything I have previously said.
  Furthermore, my review is not misleading. The saleperson who reached out to me from your company was extremely unprofessional.
  I have screenshots of every text, and again, have confirmation from other companies that they received my contact info from your company. 
  

  Just for the record, public reviews of your company are not defamatory. Your understanding of subject data privacy rights is as low as your understanding around the laws of defamation. 
  

  I will not stop filing complains with relevant agencies regarding the nefarious business activities of ************************* and any of his ventures. 

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

• Initial Complaint

  Date:02/15/2024

  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.

  On 2/1/24, I spoke with a broker (named omitted) and was quoted a price of $2786.75 for a moving service. I was also told it would take "7-10 days door to door for delivery". I told him I needed my items to arrive between 2/17-2/19. He said that was not a problem, but asked if they could pick up the items earlier, as they had a truck that needed to be filled. While inconvenient, I agreed.This quote was for the items I listed, plus 15 boxes. When the movers arrived, they didn't even tag everything that I had told *****, I only had 8 boxes, and quoted me $4600. I did not want to move forward with the move, and I called ***** to let him know to dispatch someone else, but he did not pick up and never called me back. In the contract, it says if you are not satisfied, to call the broker and have them dispatch someone else. No response. I told the movers I did not want to move forward, but I remembered I paid a large deposit that I didn't want to throw away. I called coastal's customer service line about a deposit refund, they said no. Once the movers got there, they told me that it is NOT 7-10 business days door to door, and there is basically no chance that I would get my stuff in the timeframe that I would be at my receiving location. I already have a trip booked.***** lied once again. The only reason I went with this company, paid the deposit, and moved forward with this service was because of the price and the delivery date, both of which were on the contract that I signed, and neither turned out to be legitimate. When I called for a new company to be dispatched (as per the contract), I was ignored. I needed to make sure I wasn't throwing away my deposit without my stuff getting moved. I ended up having to pay a great deal more, to send way less stuff. I would like my deposit of $1451 refunded due to grossly inaccurate quote and unresponsiveness to dispatch someone new. Also, not taking all the items I listed that are in the contract.

  Business Response

  Date: 03/07/2024

  Hello,

  We regret any inconvenience you experienced with your planned move and sincerely apologize for the miscommunication. We take customer feedback seriously and are investigating the issues raised. Our team strives for transparency, and we are committed to resolving any discrepancies promptly. Please continue to maintain contact with us directly to discuss your situation further so we can continue to work towards an amicable resolution. We have already offered you a refund of your deposit but you denied it due to being upset about the time frames for delivery. Please call into our office to resolve this matter.