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:01/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke to an **** ****** and I paid a deposit of $771 and I would pay $500 once my items were picked up and $500 when they were dropped off. It then turned out to be a total of $3,400. I spoke to another agent and they explained that the price went up as I had more items then I told them about but that is incorrect. I went over all the items I had in my storage units and that&#**;s how I was quoted so I do not understand how the price went up so high. They are now refusing to refund me any money.

  Business Response

  Date: 01/24/2025

  Thank you for the opportunity to address your concerns. We take all customer feedback seriously and appreciate the chance to clarify our policies.
  According to our records, a follow-up call was conducted prior to your scheduled move, during which you added a significant number of additional items to your inventory list. This resulted in an increase in the required space and, consequently, an adjustment in the total price. You ultimately chose not to proceed with the adjustments or the move.
  Since your items were not picked up, we would like to offer you a full refund of your deposit in the amount of $771. If you accept this resolution, please respond confirming your satisfaction with this offer so we can proceed with the refund.

  Customer Answer

  Date: 01/24/2025

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

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Originally booked through coastal not doing my research my fault will admit that was in a rush and had to move asap but I dont understand what a moving broker is for just hire straight from the movers anyways they quoted me $2000 and some change loadrans come day of and double it thats fine I had more boxes than I thought originally was it double the cubic ft not sure but fine Ill take it give them not really had much of a choice since I had to get to ****** from *******. Originally coastal said delivery would be same week which I have the text from **** to prove that then when they show up now its 7-12 business days but must be available at any day/time. Fine its all loaded say bye see you when I see you. They give me 24 hour notice when they are coming great I am getting my items within that 7-12 business days. Day of they give me an hour notice fine Ill leave work early and meet them. Then they immediately start asking for more money due to long walk what constitutes a long walk who knows whatever they feel like and get charged for additional stairs whatever. Then they offload and now my furniture is completely destroyed how do you break a marble coffee table is beyond me the movers arent the original people so who knows who these guys are they are like yeah we just drive the truck they give us and off load it. Great so my coffee table is destroyed and my tv stand that they wrapped is completely trashed and I am sure Ill get nothing for it. So yeah do yourself a favor dont use a broker dont use these people. Expensive ****** learned.

  Business Response

  Date: 01/24/2025

  Thank you for taking the time to share your experience. We sincerely apologize for any inconvenience you encountered during your move. At Coastal Moving Services, we are committed to providing transparent and accurate information, and we regret any miscommunication that may have occurred. Please know that we take customer feedback seriously and will review the concerns you raised to improve our services for future clients.
  Our estimate outlined all terms and conditions, and according to the paperwork completed at pickup, your items required an additional 250 cubic feet of space. Per our policies, any additional items, oversized items, long carries, or packing services may result in additional charges. Your move required extra packing totaling $150.00, as well as a long carry service due to the truck being unable to park within 75 feet of the entrance. These are standard industry charges based on the distance from the truck to your home.
  Regarding delivery, it is standard procedure for the carrier to notify customers when their items are en route.
  We understand your concerns regarding damages. Claims must be filed directly with the carrier. Below is the carriers contact information for filing a claim:
  ************
  Office: ************
  Claims: CSI **************
  Email: *****************************
  As a gesture of goodwill, we would like to offer you a $150.00 reimbursement. Please let us know if you accept this offer.
  We appreciate your feedback and will use it to improve our processes. Should you have any further questions or require additional assistance, please feel free to reach out.

  Customer Answer

  Date: 01/24/2025

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

• Initial Complaint

  Date:01/15/2025

  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 would not recommend this company. They are a brokerage company so you get whatever moving company they connect with. I had a move that would take one day - made that super clear at booking and set the date I believed my stuff would be picked up. A few days before I get a call from what I believe was the company they contracted with who said it was a 50/50 chance my stuff would be picked up on that day or the next and I had to pay more to guarantee pick-up for the day I'd contracted to do (the contract had a back-up date but then the specific company said differently). The day of the move I then had to pay twice as much to make sure the move happened that same day, otherwise they'd hold your stuff for a week and then you "maybe" get your stuff. I would recommend using a company that is not a brokerage service because you have no guarantee for the price or what treatment your stuff is going to get. I believe this business operates in a predatory way. They require half up front for a deposit and are not clear that they are a brokerage. They should have to disclose that. Further, they need to make clear disclosures when things aren't guaranteed. For example, my initial phone call with them communicated the confirmed date I wanted to move. They put that Saturday and Sunday and when I clarified the employee said that that was only if needed but the move was for Saturday. The week of my move when I am already out half of the price they then demand more money to ensure my move happens that Saturday which of course you pay. Then the day of the move they tell you they will hold your stuff and demand twice as much to get the service you thought you were already paying for based on your initial conversation with the company. They should orally disclose that they are a brokerage and that they don't know what company you will get until the week of the move, and that the day isn't guaranteed. Also should be clear about the timeline for delivery.

  Business Response

  Date: 01/24/2025

  Thank you for the opportunity to address your concerns. We take all customer feedback seriously and appreciate the chance to clarify our policies and address the issues youve raised.
  Our estimate clearly states that we operate as a moving broker, and we sincerely apologize for any misunderstanding regarding this. The estimate also includes an estimated pickup window to allow for flexibility in logistics and carrier scheduling. Customers have the option to secure a guaranteed pickup date for an additional fee, which is a standard industry practice. In this case, you opted to pay the additional fee to guarantee your pickup on a specific date.
  Delivery timeframes depend on multiple factors, including distance, route availability, and carrier scheduling. While we make every effort to meet estimated delivery windows, unforeseen circumstances may sometimes cause delays. To provide additional flexibility, we offer a direct delivery option for an added fee, ensuring immediate delivery without coordinating multiple shipments along the same route. You also chose this direct delivery option, which guaranteed immediate delivery. This fee would not have applied had you selected the standard delivery option outlined in the estimate.
  We regret any frustration you may have experienced during your move. Our goal is to facilitate smooth and efficient relocations while maintaining compliance with industry standards and regulations.
  As a goodwill gesture, we are offering a $200 reimbursement due to the additional 80 cubic feet of space required at pickup. Please let us know if you accept this offer so we can process it accordingly.
  
  

  Customer Answer

  Date: 01/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. This is contingent on the $200 being given to me. 
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 01/25/2025

  Will the business be able to send me the $200? Thats why I decided to resolve the complaint because there isnt enforcement power and I could get nothing.

  Customer Answer

  Date: 01/30/2025

  Hello,

  I have not received any money from the business. I only closed the complaint with BBB because of the $200 they were going to send, which I believe was their intent. Is there any way to have that be processed?

  Business Response

  Date: 02/03/2025

  Thank you for the opportunity to address your concerns.
  Our records show that you signed a settlement agreement on 01/30/2025 for a refund of $200.99. The refund was processed by our billing department and completed on 02/02/2025. A confirmation email should have been sent to you upon completion.
  We hope this clarifies any confusion. If you have any further questions or need additional assistance, please feel free to reach out.

  Customer Answer

  Date: 02/04/2025

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

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired coastal movers to move our belongings from ******* to **************. The movers came and picked up our stuff on 12/13. The movers that picked up stated the estimate was incorrect and we needed to pay a ****** cash walk fee and an additional *******. Which we agreed to do because we were told our 1300 deposit would be lost if we chose not to pay. We were also told that none of the furniture that was on the invoice would fit in their truck. This caused us to have to quick sale furniture. Thousands of dollars lost. Today is January 8th and we still have not received our items. I have called Costal Movers multiple times and they have hung up on me each time. I did speak with an agent on 01/02 and was told they do not move people from December 20th until after the new year. I explained this was never told to me. And, my items were picked up on 12/13 (I have recordings of all these calls) I was told that there is not any date for delivery or delivery status. This to me is a scam and I have no knowledge of or when my items will arrive or what condition they might be in. I have reported this to the police, which they stated this is a civil matter. These scammers know exactly what they are doing. I even tried to dispute the move fees which were denied. The movers that showed up are ******* ******* LD. they required us to pay the additional 1400 Venmo. We are not having any luck getting ***** to dispute these charges. My first invoice that I paid for fuel was $376.75 then when they picked up charged me an additional ******. Why am I being charged more, when most of the items that were on the invoice were not even picked up? I want my belongings delivered. And, I am not paying them any more money.

  Business Response

  Date: 01/20/2025

  We understand the frustration that can come with unexpected costs and appreciate the opportunity to address your concerns.
  Its important to clarify that we do not intentionally underestimate quotes. Our system calculates the space reservation based on the inventory communicated to us. However, if items are bulky or non-stackable, additional space may be required to accommodate the way they need to be loaded onto the trailer, even if the inventory remains the same.
  Upon reviewing your paperwork, we noted that an additional 225 cubic feet was required, along with additional packing materials. While we understand the inconvenience of unexpected charges, we would like to assist you by reimbursing the charge for the packing materials as a gesture of goodwill.
  

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22786116
  
  I am rejecting this response because:
  I still have not received my items.  Coastal picked up my stuff on 12-13-2025 and as of today 01/21/2025it still has not been delivered. I called yesterday and spoke to ******* and he had no delivery information for me. I want my items delivered to me with no payment due upon delivery. 
  Sincerely,
  
  ******** *******

  Business Response

  Date: 01/27/2025

  Thank you for your response. Upon reaching out to the carrier, they confirmed that a delivery attempt was made on 1/15, but you declined to accept the shipment, even after they offered a $500 discount on your remaining balance.
  As a result, the carrier was unable to complete the delivery, and your items are currently in storage until you decide how you would like to proceed.
  We are still offering to reimburse you for the packing fees incurred at the time of pickup. Additionally, we will be reaching out to discuss your shipment, the remaining balance due, and the next steps.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22786116
  
  I am rejecting this response because:
  On the 14th you told me you would deliver the next morning at 8:00. I was offered a ****** discount. And no apology nothing. I told them to put it in storage so I could contact the attorney general. I then called right back with in 10 minutes and agreed to pay the money. Next morning no delivery spoke to **** and ******* I asked where my stating is Was told it is still

  in ******* and that was on the 16th of January . 
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TL-*** This is a ************* outfit. A broker who will lowball estimates, cash that, then pass the contract on to a Mover that triples the price after your 72 hour cancel period starts.I was quoted a $5k move that now has risen to a staggering $17k - the vendor they sent has 100% negative reviews across the spectrum. My quote skyrocketed on the 01/03 - just as the 72 hour exclusion process began for cancellation, first to double, & then later more than ********* is unthinkable that such predatory business practices are going unpunished. It is also telling that both Coastal ****************************** Sub Contractors have few if any public review locations. Like thieves, they operate best in the dark.

  Business Response

  Date: 01/20/2025

  We understand the frustration that comes with unexpected costs, and we want to provide clarity regarding your situation.
  Its important to note that we do not intentionally underestimate quotes. Our system calculates space reservations based on the inventory provided to us. However, items that are bulky or non-stackable may require additional space even with the same inventory list due to how they must be loaded onto the trailer.
  To assist, weve attached your paperwork from the pickup, which includes a detailed breakdown of charges, the inventory loaded, and accompanying photos.
  We acknowledge the inconvenience caused by these unexpected costs and, as a gesture of goodwill, wed like to offer you a reimbursement of $800.
  Thank you for your understanding, and we hope this resolution demonstrates our commitment to addressing your concerns.
  

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22776873
  
  I am rejecting this response because: My Lawyer has advised me to not make a claim or take discounts in favor of pursuing legal & criminal action. Given that the cost tripled within my 72 hour penalty window, we feel that we have a good case. This is enhanced by the fact that the additional $2000 I was charged on site on the day of pick up was clearly a scam, as the movers ultimately delivered my things in a single truck that was not even completely full - as such, they could have properly loaded all my items & spared us the pain of this process had they a) gave a reasonable bid in the first place, b) brought the correct truck as delineated in the revised estimate (& discussed on site with the ******* & his manager, *****)

  My lawyer & office manager assess we were overcharged between $5000 - $7000, based off expert testimony I am gathering from other movers. Since I have my shipment now, I no longer need to hold back on pursuing criminal charges (Extortion & Fraud) as well as a civil suit, continuing my DOT complaint, & filing a FTC report.
  
  Sincerely,
  
  **** Strazhari

  Business Response

  Date: 01/27/2025

  Thank you for your response. We appreciate the opportunity to clarify the details of your estimate and address your concerns.
  Your original estimate was based on 423 cubic feet for 71 items. However, on 1/3, you made adjustments to your inventory, which increased your required space by an additional 858 cubic feet, bringing your total estimated space reservation to ***** cubic feet.
  On the day of pickup, according to the carriers documentation, the space required exceeded the reserved amount due to many items being non-stackable and not packed properly, as evidenced in the photos attached to your pickup documents. As we previously stated, we do not intentionally underquote estimatesour pricing is based on the information provided to us at the time of booking.
  When the moving crew arrived, they informed you that a new on-site estimate would be required based on the actual volume and condition of your items. These adjustments were necessary to accommodate the additional space required.
  We want to emphasize that we are not unwilling to work with you regarding the increase in price due to these factual changes. To assist, we previously offered a $800 concession to help offset the additional costs. If you choose not to accept this offer, we understand and remain open to discussing a resolution with your legal counsel if needed.
  Please let us know how you would like to proceed. We value the opportunity to resolve this matter amicably.

  Business Response

  Date: 01/28/2025

  We ask that Mr. ********* agree that this matter was resolved as we agreed to refund a total of $1200.00. Please see the attached signed letter.

  Customer Answer

  Date: 01/28/2025

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

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction 10/31/24 Amount money paid $2500 Moving company moving from ******** to ************ Was talking to resolve but they stopped The nature of the dispute is I want to cancel my move. I do not trust them.I never signed a bill of Lading one was never sent to me and mine move has not been done Move date was December 22, 2024 which never happened they have my money and no move

  Business Response

  Date: 01/13/2025

  Thank you for reaching out and sharing your concerns. We appreciate the opportunity to clarify this matter further.
  Our records indicate that your service was booked on October 31, at which time you signed both the estimate and the credit card authorization form for a deposit of $2,500. On November 12, you requested to cancel the service. This cancellation request falls outside of our 72-hour cancellation window, which was clearly communicated at the time of booking.
  As a result, a full refund is not available per the terms of our cancellation policy. However, we have offered the option to keep your move on hold for up to two years, should you choose to reschedule at a later date.
  Additionally, the bill of ladinga document required to be sent at least three days prior to your pick-up datewas not sent because you elected to cancel before it was necessary to issue this document. Your specified pick-up dates were 12/23-12/24.
  Please note that our cancellation policy is outlined in all the documentation sent to you.
  We hope this explanation provides clarity, and we remain available to assist with any further questions or concerns.
  

• Initial Complaint

  Date:01/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid in a $2,600 deposit in Novemeber for the moving of my household items as well as one of my vehicles. Coastal was aware when I booked in November that I live on base. My move was scheduled for a pick up window of January 1st or 2nd. The first crew sent on January 2nd could not get on base because one only had a picture of his ID and another was literally undocumented. I spoke with **** and Coastal and he said the next opening wasn't until January 9th. I explained I couldn't wait that long because I was started my new job on Monday. **** got new drivers assigned for January 3rd between 3-7pm. At 4:30pm Coastal called and said the new drivers were finishing a job at a location 3 hrs away, so they'd like get there about 10pm. The driver called at about 7pm saying they'd be there late morning on the 4th instead. At 11am on the 4th I heard nothing from the driver so I called Coastal and spoke with ****. He said he would make some calls and call me back. By 12:30pm I hadn't heard back so I called again. I was then informed that the new movers also couldn't get gain access but he could get new movers to come on the 5th. I told **** I wanted to cancel at the point and I requested my deposit back. **** told me I wasn't getting the deposit back because it's non-refundable. I explained that none of this is my fault. I told him I couldn't wait until that long because I start work on the 6th and I still had a six hour drive with 4 dogs to do after my pick up. I had my mother call as well and she also spoke with **** he told her the same thing he told me. At 5:42pm I got another called from a new driver out of nowhere. I explained that I didn't need them because I'd already caused. ******* from Coastal called and I had to tell him I'd already canceled as well. Coastal has caused me serious inconvenience. I've had to reschedule important deliveries at my new house. Im arriving at my new house days after I was supposed to be here with no time to get settled. Its unacceptable

  Business Response

  Date: 01/13/2025

  Thank you for reaching out and allowing us to clarify the events surrounding your file.
  Our team arranged for three different crews to arrive on-site for your scheduled pick-up. Unfortunately, on each occasion, the base did not grant access for the team to proceed. Despite these challenges, we made every effort to accommodate your needs.
  You agreed to a refund of $900, which was initiated on 1/9/2025. Additionally, you signed a settlement letter acknowledging the resolution of your complaint and confirming the matter as closed.
  If you have any further questions or concerns, please feel free to reach out to us. We are here to assist you.
  

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22770103
  
  I am rejecting this response because:
  The company is still scammers. The drivers were not granted access to the base because the drivers either didn't have physical IDs, were undocumented, or had criminal records. Furthermore, I had no choice but to accept $900 because the manager I spoke with wasn't going to refund anything! He claimed there was no money in house to refund me because 3 movers were sent out. I should have received a full refund no questions asked because you DID NOT provide the service. Even the auto transport was botched. I'm reporting you to **** and everywhere else that I can report you to. From the reviews your constantly scamming people out of money and you should not have a business. All the people you scam and you couldn't even give me back HALF the deposit. It's sickening. 
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/14/2025

  Thank you for your response.
  We requested clarification on several occasions regarding what was required for our crew to gain access to the base. Unfortunately, we were not provided with the necessary information. While our drivers all possess valid identification, if additional documentation such as a birth certificate or other uncommon materials are required, we need to be informed in advance to ensure proper preparation.
  Despite these challenges, we went above and beyond to accommodate your request, dispatching crews to your location on three separate occasions, all on short notice. This effort demonstrates our commitment to fulfilling our obligations and is not indicative of a scam in any way.
  Our records indicate that during your conversation with our representative, you expressed understanding of the unique and specific guidelines enforced by the base and acknowledged the challenges faced. You agreed to a refund of $900, signed a settlement letter confirming this resolution, and conveyed your gratitude during the call.
  However, if you are now dissatisfied with the settlement, we will review the situation further to determine if any additional assistance can be provided. That said, the claim that you were scammed is not accurate based on the facts of the situation.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22770103
  
  I am rejecting this response because:
  Absolutely not! The first crew you sent to me, the driver informed me that one person on the truck was undocumented and the another DID NOT have his ID on him. 

  Secondly, the requirements for all military bases is the SAME. NO FELONIES, NO ACTIVE WARRANTS, PHYSICAL UNEXPIRED IDENTIFICATION. I provided that information SEVERAL times. Not only that, but its COMMON knowledge. 

  As I previously stated, I felt I had no choice but to accept the $900, because the manager I spoke with told me there was no money in house to refund me. Not only that but the day I canceled the move and requested a refund **** told me I wasn't getting a refund. I was ABSOLUTELY scammed out of $2,600. 

  I Wasn't even a provided a bill of lading. And, and attempt to get more money from me on the 28th was even made. You are scamming people. I'm not even convinced that a second crew even made an attempt to come on base. I should receive a full refund. I had to pay PER DAY to remain in that apartment past my move out. And, at the end of the day, you couldn't get the job done because of unqualified/ineligible drivers and it cost me another $2,000+ to move myself. You did not go above and beyond. You FAILED miserably and I just want my full deposit back.

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

  Customer Answer

  Date: 01/15/2025

  The business stated they would investigate further so the matter should not be closed yet.

  Customer Answer

  Date: 01/15/2025

  In the business last response they offered to investigate further. So i would prefer to allow that. 

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  aOur move took place on 12/26/24, a day earlier than planned. We were scammed like many others in the reviews. They lure you in with a low estimate, acting professional and friendly. I was given a direct contact for questions and told there would be three payments, with the last upon delivery. Instead, the movers demanded payment at pickup. The price increased three times, nearly doubling the original estimate. Calls were ignored for days. I emailed and texted ******, the contact, but never got a reply. The movers were rude, demanding $200 to walk items to the truck (on the first floor). They secretly loaded extra items, telling me not to inform their boss. I was quoted for 28 items, 58 pieces, but on 12/23/24, I received a list showing the original items. Ultimately, they only took 21 items, claiming space issues with their small truck. I paid a $1,800 deposit to ****** (Coastal Moving Services), leaving us in a bind and forcing us to store items in ******* and move out of state without them. I stopped payment on the check after realizing they failed to deliver as promised. They even asked for payment to another company not listed in the estimate. I have documentation and will report them to the Attorney General. ***** this company! I demand a full refund of the $1,800 and close out this order with Coastal Moving Services and *************, who they work with because I do not believe they will do right at the final delivery based on the negative reviews. ************* created a NEW order based on the articles that they cherry-picked and were not a part of the original list and Coastal Moving Services could not be reached. This has been a nightmare!

  Business Response

  Date: 01/15/2025

  Thank you for reaching out.
  We are currently reviewing your paperwork and will provide you with an update as soon as the review is complete. We appreciate your patience during this process.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22758737
  
  I am rejecting this response because: I need a response other than reviewing paperwork. As of today (01-15-2025), there is no positive/fair resolution. The company that Coast Moving Services hired contacted me to deliver the items that they picked up that is not in the window frame. I am expecting a refund for $1800 since the items listed were NOT picked up as detailed in the original BBB Complaint. Loan Roads is asking for $2058 to deliver the items. I am not paying out any further funds to either companies. This order was based upon the items listed.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/20/2025

  Thank you for your patience as we reviewed your file.
  Our records show that the pickup crew loaded the items that fit within your reserved space of 411 cubic feet. You were only charged your deposit of $1,800, with the remaining balance due as follows: 50% at pickup and the remainder at delivery. This payment structure is outlined in your paperwork.
  You were informed via email about your assigned carrier when the pickup timeframes were being confirmed. Your relocation, spanning approximately ***** miles, includes an estimated delivery timeframe of 17 to 21 days, as noted in your documents.
  Unfortunately, stopping the payment has caused delays in the delivery process. We assure you that we are transparent about these facts and regret that you are dissatisfied with the services provided.
  

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22758737
  
  I am rejecting this response because: The deposit of $1800 towards the order was for the ENTIRE items listed. I have sent that over regarding the original compliant. I do not accept this response and will not be paying any further funds until this order is adjusted for the items that were actually picked up, which is NOT what the original order consisted of. I want a refund of the deposit OR I won't accept this order. 
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 01/21/2025

  I have provided the original quote with the items listed and those are not the items that were picked up. My deposit was for all of those items listed.

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with Coastal Moving Services to move my 2-bedroom apartment from ********** to *******. I was very specific with ******* - the salesperson that gave me the quote about what type of boxes my belongings would be stored in for the move and what furniture I would be taking. We decided to use the black and yellow bins for the move to make everything uniform and give a little extra security for our belongings. I was quoted $3,665 for this move. I specifically asked if they were a broker or if they actually handled the move with their employees and was told that they were not a broker. On moving day, the movers got to my house and the truck was not from Coastal Moving Services, so clearly they are a broker. Also, when the truck got to my house, the ******* quoted me over double the original rate, stating that the bins wouldn't stack correctly and I had too much large furniture for the original quote (I had only added 3 bins and 2 art boxes from what was originally quoted.) At that time, I had to be out of my house and was scheduled to drive cross country so I was forced to have them take my belongings. I was told it would be 7-10 days for me to receive them in *******. The next day, I called ******* to discuss this issue with him and he had my calls automatically forwarded to customer service. I explained my situation and was told by an extremely rude person that answered the phone that if I didn't like the price, I should have rented a U-Haul and taken my stuff myself. They picked up my belongings on 11/29/2024 and are delivering them as I type this on 1/2/2025. It took aver a month for my belongings to be shipped from ********** to ******* and in total, I paid $8772.88 because of the bait and switch that they pulled from the original quote.

  Business Response

  Date: 01/15/2025

  Thank you for reaching out.
  We are currently reviewing your paperwork and will provide you with an update as soon as the review is complete. We appreciate your patience during this process.

• Initial Complaint

  Date:01/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The sales person mislead me the entire way. I was given 2 estimates, then the day the movers showed up they demanded another $1,180 because the previous 2 estimates were not correct. They wouldn't load my items without payment. Since I was moving out of the country in two days I had to. On the agreement they said I can pay by credit card for this portion of the payment. Then they said the credit card machine wasn't working and I had to give cash, They wanted no tracking. I insisted that was not going to happen then they agreed to a money order.The amount of items from the final estimate is less than what they came too. They were hustling me. When I booked with **** *****. He made 4 promises to me.1) His estimate is going to be very close to final charge. Initial estimate was $1,600. Final charge was $3,300 2) I would have a pick up date of December 21 between 9 and 3pm. After booking I was told it's a two day window and if I wanted to pick one day it was another $400. I told them I was very specific with **** because I can't move out of my building on a Sunday.3) Delivery would be that day or the next day. Didn't arrive unitl over a week later.4) That the movers were all "his guys" and they do not outsource the move. That was another lie. They sold it to another company that then extorted me for more money

  Business Response

  Date: 01/03/2025

  Thank you for bringing your concerns to our attention and allowing us the opportunity to review them thoroughly. Based on the pickup documents, it appears that a long carry service was required, as the truck was unable to get within 75 feet of the entrance to your home where a $150 fee was applied. Additionally, your items occupied more space than originally estimated, resulting in an additional charge of $445.25. The carrier's documents also indicate that you completed a satisfaction survey and marked that you were pleased with all aspects of the service.
  We sincerely apologize for the unexpected additional fees incurred due to these services. To help address your dissatisfaction with the original estimate, we would like to offer you a reimbursement of $150 to help offset the long carry charge. We hope this gesture demonstrates our commitment to resolving your concerns.
  

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22753550
  
  I am rejecting this response because: I don't think  $150 is a fair value. After two estimates and two deposits the movers demanded more money than what was stated. I was over charged and had no choice but get a money order so they would take my items because I was moving internationally and had no choice. They even tried to charge me an elevator fee, which is absolutely not allowed. I filled out the survey under duress. They hustled me, had my items, what else was I going to say? That they were terrible?

  I would like my reimbursement to be closer to what the last estimate was.

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

  Business Response

  Date: 01/13/2025

  Thank you for your response. Unfortunately, the additional fees were unavoidable due to the specific circumstances of your pick-up location. A long-carry service was required because the truck could not get within 75 feet of the entrance to your home, resulting in a $150 fee.
  As a goodwill gesture, we have offered to reimburse you for this fee to assist with your concerns.
  Additionally, your items occupied more space than originally estimated. At the time of the move, you had the option to limit the load to the original estimate or to include the additional items, which led to the extra charges.
  We hope this explanation clarifies the situation, and we remain available to address any further questions or concerns.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22753550
  
  I am rejecting this response because: You are total liars and scammers. I got the first quote, then the week of the move I got my second quote which was  much higher quote. You then tried to extort me for another 400 to pick the exact day of pick up which I already specified multiple times.  Then the day of the move they demanded another $800+ or they wouldn't take my items. Not only that, you then pretended that the credit card machine was broken, so I had to either give cash, give money order. You wouldn't even accept a check. 
  
  Sincerely,
  
  ****** *******