Complaints

This profile includes complaints for Cita Van Lines's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Cita Van Lines has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Cita Van Lines

  2357 E Front St Kansas City, MO 64120-1431

• 

  Cita Van Lines

  2402 Ralph Ave Louisville, KY 40216

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/22/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Cita Van Lines is holding our entire household shipment hostage, is in clear breach of its binding contract, and has engaged in a pattern of delay tactics and deceptive communication. They were given FADD of July 7th, but they updated it to July 11th when we called back having heard no updates from the carrier. We did not sign of Bill of Lading that had a FADD on it. Our Bill of Lading's FADD was TBD, which we updated on July 7th once we signed our lease.
  
  We paid our initial deposit via Credit Card, but when they wanted to pick up our goods they gave us excuses for why they could only take cash or cashapp and not credit card. We have been continuously ignored in our attempts to request delivery. They used delay tactics on the first few contacts and then ignored us thereafter.
  
  It is now August 22, which is beyond 30 business days after the July 11th date.
  
  We were told several weeks in a row that they would deliver "this week." The company is now in breach of contract but won't respond to our inquiries or demand for delivery. We still have received no delivery update or scheduled delivery. The company is now ignoring our attempts at communication, leaving my family in an empty house for nearly two months and causing significant financial and emotional distress. As per, Cita Van Lines is engaging in Deceptive Business Practices. Failure to Transport with "Reasonable Dispatch." And Breach of Contract.
  
  We have paid all invoices on time. They have given us no reason for the delay besides "the carrier is busy and there has been a delay." We have no information about the location or safety of our property. We are concerned based on google reviews that they are stealing goods and selling them, causing damage to our belongings, or holding them hostage. We are concerned we are victims of fraud and theft at this point.
  Cita Van Lines
  USDOT Number ******* MC Number ****

  Customer Answer

  Date: 09/05/2025

  On August 29th we received incomplete delivery of our belongings.

  $98,600 in belongings were stolen. Over 30 large boxes were missing. Cita Van Lines not only stole several boxes, they rifled through nearly every bin taking items of value. Every bankers box was damaged and taped up, some of which had other people's belongings added. Our plastic bins were damaged and many had the zip ties cut off to rifle through them. My tool chest had been unwrapped, all the power tools stolen along with my knife collection, and then rewrapped in a different color plastic. High end audio electronics and speakers stolen, gaming consoles and peripherals. Our expensive Specialized Ebikes, and the chargers were taken out of a separate box called "bike stuff." 

  We filed a police report and contacted FMCSA. CITA is ignoring us. They told us to just file a claim, which wouldn't even begin to cover what they stole.

  They attempted to give us a fraudulent inventory list we had never seen. It was written in someone else's handwriting and we had never signed it.

  The company also tried to get us to sign the bill of lading prior to even opening the truck.

   

• Initial Complaint

  Date:07/09/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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’ve hired Cita Van Lines for my move from Columbia Missouri to Madison Wisconsin. Pickup was very smooth and the drivers were very helpful. I’ve routinely been told that delivery would be facilitated within 7-10 days of my first preferred delivery date. My first preferred delivery date was June 30th.
  
  It is now July 9th, and I’m being told that it may be up to 30 days. I’ve been told for over a week that a “driver has been assigned” to the delivery, but no updates on where the driver is, when they’re loading the van, or when I can expect delivery.

• Initial Complaint

  Date:07/09/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 for an estimate to request a move date well in advance they said I was getting a great deal bc I am scheduling it so early. I paid 500 for the deposit and it'd be another 1000 after. supposed to be same day, pick my items up, wrap what is necessary and drop it off, and take away any packaging used.
  I was told the price can change if I ended with more. I had actually taken off a double full sized bunk bed, & saved a lot of room. They called me about a week before the pick up date and went back through all my belongings with me. We can't get an exact size for all my things, so they said, I'm gonna go ahead and send out a bigger truck. We'll need an extra 200 for your deposit, but don't worry. Once they pick up, THEY WILL ONLY CHARGE HOW MUCH SPACE WAS USED AT THAT TIME. Not the size of the truck sent.
  On the day of pick up, I took a quarter of the truck space. They not only tell me they don't charge by the space used, but by what truck size they bring, but that it's gonna be even more now because they have to cover my things with protective packaging. In the contract, that is just part of it. I'm not supposed to get charged for that, but I tell them just don't package it then. They said well my mgr would be upset if we don't cause the liability. Now I'm at 2k, they told me I could pay through ACH which is how I paid the deposit, but on the day of, im told no, you need cash or venmo. Well, if I pay through venmo they charge a fee. It's Sat and I was told they'd do pick up and delivery Sat. The day of, they tell me we'll deliver Sun or Mon. Mon comes, no word. I call and they said we have 10 bd to deliver. Not one person ever told me that or was it in the contract. They lied entirely, misinformed me, then drop off 6 days late. They lost and broke several items, one of the men helping was drunk, the other was worse and told me they'd be at my house from 1-3 at 3 I had to reach out to find out he'd be late. he didn't show up until 8. Then refuses to take trash.

• Initial Complaint

  Date:04/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have scheduled a move with Cita Van Lines on the 14th of April to move my goods from ** ****** ** ** ******* ********n Initially a woman reached out to me by phone call explaining Cita Van Lines could move me within my needs and income expenses. I agreed to the terms and wrote them a check for $2,000 for a deposit. I called back after everything was cleared and was routed to a Johnathan Dixon who explained he would be handling my move. He said call the first week in april to ensure no issues arise and he would have time and date exact of shipping and delivery. He also said I would have to pay $1875 on delivery and $1875 on pick up. I have been trying to contact them all week and have had no contact with anyone except voice to have them call me back. I have waited 2 days for a returned call. Will they move me? what is the status? why is it I cannot talk to anyone? Who is the Managers and what is their numbers? Do they know this is going on? I need help in this matter.

  Business Response

  Date: 04/15/2025

  Dear BBB, We spoke to this customer yesterday 4/15 while the mover was onsite for pickup and got his concerns sorted out. The move is in progress. Please let us know if you have any questions. 

  Sincerely, 

  CITA VAN LINES 

• Initial Complaint

  Date:04/01/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We cannot reach this company. By phone or email. This company left with us someone else's belongings and destroyed much of ours.

  Business Response

  Date: 04/15/2025

  Dear customer, we apologize for the inconvenience of not being able to reach a representative in regard to your claim. We do have a claims department that can assist you with filing a claim for damages. 

  We sent you an e-mail with claims instructions. Once the claim is processed, we will put the claim under review for extra attention. 

  **** ********
  ** *** ***** ** **** ***** **** ************* *** ********** *** ******** *** ** ***** *** ****** ******** ***** *** *** ***** *** ******** *********** ** ******** **** ******
  ***** **************************
  ******** ** *** ****** * ****** ********
  ******* *** ********* ************
  **** ** *** **** ******** ** ****** ******* *** *****
  ***** ******* ************ 
  ******* ******** **** *** *****
  *** ******* *******
  **** ****** ********* *** ******** ******** *** *********** **** **** ****** **** ***** *** ******* *** **** ******* ******
  ******* ** ******* ********** ******** *** ******* *********** ******* *** **** ******** ** **** ******* *** ******* *** *** ******* *** ******* ********** ** * ******* ****** ******* *** ******* *** *** ******* *********** *** ** * ******** ********** *********** ** **** ******* *** ******** ******* ** ****** ******* ******* ******** **** * ***** **** **** * ******* ** ***** ** ******* ******** **** ** *********** ************ *********** ** ******** *** *** ******** ***** ******* **** ** ******* ** *** *********** ******** *********** ** ** *********** ** ********* *********** ** ******** **** ***** ** *** ******* ** ******* ***** ***** *** ****** * ******* ***** ***** ********** ** **** ******** ** ** *** ****** ** **** ***** ***** ** ********** ****** **** ***** ** *********** *** ***** *** ***** ********** **** ************ * ******* ** *** *********** *********** *** ** **** ** ** **** ********* **** *********** *********** **** ***** ** *********** *** *** ** *** ***** ********** **** ******** *** ********** *** **** ** ***** *** ********* ********* *** *** ******* ** ******** ***** ** ***** ******** ** *** *********** *********** ** ******* **** *** ******** **** ** *** ********** *** ** ******** ************* ** *********** ******** *** *** ** ******** ** * ***** ** **** ******* *********** *** ***** *********** ***** **** *** ***** *********** ******* *** ** ***** ** ******************** ****** ******* *** ****** ******* ** *** **** ** *********** ** ** *** **** *********** ***** *** *********** ********
  ****** ***** ******** ** ******* ** ** *** **** ********* ** **** ********** **** *** ****** ********
  
  ****** ****** *** ****** ************* * ******** ******* ************** **** ** ********** *** **** ********* * ****** ** ** **** ******* 
  
  ********** 
  
  **** *** ***** 

• Initial Complaint

  Date:01/08/2025

  Type:Delivery 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.

  Cita Movers picked up my furniture on 12/18. It was agreed that delivery would take place on 1/4. I never heard from them regarding a time frame & began calling. They kept saying they would call back but didn't. Finally told me they couldn't deliver until 1/5, however, that was the day of snowstorm & everything was shut down. Never rec'd a call to reschedule. Began calling hourly & was getting pushed aside. It's now 1/8 & still do not have a delivery date. We have had to stay in a hotel due to not having furniture. I even paid an additional fee for their "PGS"-Premium Guaranteed Service to guarantee delivery date. Currently, i have paid them a total of approx $2400 & still owe them $1050 upon delivery which they will only take cash for. I am running out of funds due to having to stay at a hotel & none of their people are willing to assist.

  Customer Answer

  Date: 01/09/2025

  They finally delivered my furniture on 1/9. This has been resolved.

  Thank you, 

  ***** *******

• Initial Complaint

  Date:12/31/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I am missing some valuables that have been either destroyed or stolen. I told them this and they said they are trying. They delivered my stuff all beat up and tore up. The boxes are all tore up and they were taped and sealed. I just want the adoption papers, birth certificate papers and other papers returned to me. They were in a black, metal box that I had in the bedroom.
  
  I would like to have my property back.

  Business Response

  Date: 02/10/2025

  Response to BBB Complaint – Job ********
  Dear Better Business Bureau,
  We are writing in response to the complaint submitted by *** ******** *********** regarding job ********. It is important to clarify that this job was an outsourced move and was not directly booked with Cita Van Lines.
  *** *********** has stated that certain personal items are missing. As per our contractual agreement and terms and conditions, we do not load or transport personal documents or sensitive information. This policy is clearly outlined in our agreements, and customers acknowledge these terms before the move.
  Additionally, *** *********** agreed to and received the FMCSA publications "Ready to Move?" – Tips for a Successful Interstate Move and "Your Rights and Responsibilities When You Move" via email hyperlink. These documents provide essential consumer protection information for interstate moves. Furthermore, in compliance with 49 CFR §371.113(c)(1), the customer waived a physical survey of household goods and agreed to receive a Binding Estimate based on the self-provided item list of property to be transported and services ordered. The terms of this estimate, as well as all services provided, are subject to the carrier’s tariffs, which are available for inspection upon reasonable request.
  We have made multiple attempts to resolve this issue and have requested an itemized list of the damaged or missing boxes. If any items were moved as part of our service, they would have an inventory sticker number and a corresponding condition report. However, due to the lack of a reported inventory and failure to provide specific details regarding damages, we are unable to determine the validity of this claim.
  Cita Van Lines remains committed to customer satisfaction and fair resolution processes. However, without the necessary documentation and adherence to our claims process, we are unable to validate or take further action on this complaint.
  If *** *********** can provide additional details, such as inventory sticker numbers or condition reports, we are more than willing to further review the matter.
  Sincerely, ******* ***** - Customer Service. 

  Customer Answer

  Date: 02/10/2025

  Thank you for your help! But they are not going to do anything 

• Initial Complaint

  Date:10/28/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trustpilot deleted this from your site 2 days ago! Do you truly consider this acceptable language on your site?
  I had a verbal and written contract with ******* ******, they would handle the move. They didn't make any effort to contact me between May 20th and June 1st that a third party would be involved.
  Going by the notes below it is very clear Cita Van Lines is not a creditable resource for a home moving company! Cita Van Lines Stole our belongings and tried to price gauge us in the process!
  
  Reply from Cita Van Lines - Review on trustpilot:
  2 days ago
  Shut the fuck up, annoying ass punk. Nobody cares what you post online.

  Business Response

  Date: 10/30/2024

  Hello ******* *****

   We've tried to reach out to you on multiple occasions through phone/text with no response. ******** we picked you up on June 1st, 2024. On this day you were presented an Onsite New Binding Estimate and an Interstate Bill of Lading which is standard for moving companies and both of these contracts where signed by you onsite. You gave our moving Rep. a personal check to pay your deposit on pick up. Our office Rep. deposited this check the next day. A few days later we got notice that your check was canceled Thus the reason your items were not delivered. Please contact our offices as soon as possible so we can get this on going matter situated.      

  Thank you.

  Office: ************  

  Business Response

  Date: 11/12/2024

  Greetings,

  The agreement and payment is attached.

  If you need more information please don't hesitate to contact me at ************ or ************************. Thank you

  Best Regards,

  ******* *******

  Customer Answer

  Date: 11/13/2024

  Cita returned our belongings on 11/08/2024 with the understanding that I would remove negative reviews from the BBB website. I specifically asked about the insurance covering our belongings and Cita sent me some document that doesn't in any way specify what is covered and how much we can peruse in damaged and missing property. So far, the list covers

  6 - bar stools - 4 missing, 2 damaged

  4 - TV tables with stand - stand broken, 4 TV tables damaged

  2 - dining room tables - both damaged/ broken

  6 - dining room chairs - 6 damaged/broken

  1 - bentwood rocker - destroyed ratan seat

  After 6 months in the care of Cita Van Lines, a good percentage of our belongings are destroyed due to lack of care and the total disrespect on the part of Cita. I respect the fact that Cita has admitted poor lack of judgement on their part covering the illegal team practices of their staff in price gauging and loss/destruction of our belongings over the past 6 months. 

  Our agreement to remove negative reviews will be dependent on part of Cita to make good on all our damaged and destroyed items or my reviews will still have some negativity left in my reviews once I have had a chance to review the rest of our items. This may take some time to go through the damaged boxes to determine my future response to BBB request for more information on this matter.      

• Initial Complaint

  Date:10/11/2024

  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.

  On 9/28/2024 the driver under their employment wouldn't start work until I paid them, then charged me a 3% card fee in cash. Left behind ? of the items they were supposed to take, and flooded my washer and dryer area when unhooking my washer. Then demanded a tip and wouldn't leave until I handed them cash. Afterwards I had to chase them down to make sure they took the items

  Business Response

  Date: 10/22/2024

  Hello

  We offered you a settlement of $150.00 based off your word vs our contractor. during our conversation you stated you have proof of damage and a video of our contractor demanding a $20 tip. We asked you to please provide us with such documentation for further review and the phone line disconnected. We tried calling back with no response. Please reach back out to our office with the documents so we can review your claim and get this matter settled. 

  Thank you, Cita Van Lines.

  Business Response

  Date: 11/21/2024

  Per our conversation with the customer, we have agreed upon a resolution and have taken care of the customer's concerns. We are working with them directly to ensure this matter is resolved satisfactorily for both parties.

  Customer Answer

  Date: 11/27/2024

   
  
  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:10/11/2024

  Type:Billing 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.

  MOVING NIGHTMARE - DO NOT HIRE THIS COMPANY. The apparent difference in packing of items from this event left horrific consequences on my items. They went from using paper and packing breakables to dumping all items in wardrobe boxes. Then these guys cornered my pregnant daughter, demanding a tip of $200 (3 OF THEM) each and stating they would not leave until they had it – terrifying her with a Venmo link was sent to me, and I sent $600 to get them out of my house, her calmed down, AND AUTHORITIES INVOLVED.
  
  I received a call from ******** from Cita Van Lines stating the semi-truck (we started with two moving trucks – so they moved my items to another truck along the way) would not fit on my street. They needed to deposit their money into their ***** account for delivery, and an additional $4000.00 (Extortion) was required to have my items delivered. I said no. I called the police department of ****** *****, my neighborhood, knowing the sellers of my house had just moved out and used a Semi. They had their relator in front of me and mine confirming this information and recommended that we arrange for this truck to get with the deputy police and have them call to get rid of this extortion. Also, on all documents, my name was forged everywhere form CITA from, inventory lists, and customer service surveys; everywhere that required a signature is not my signature – the only document I signed was the new agreed amount after they loaded my items (I had no choice) of the dollar amount increase for the new amount of $20, 277.80. The driver waited in my driveway in his semi for almost 4 hours before two unloaders finally showed up to unpack this semi. On arrival of these two people, I asked who they were and where they came from. I have both of their contact information. This company ran a local ********** ad for immediate hire to unload this truck.
  
  EVERYTHING I OWNED WAS DAMAGED AND DESTROYED WITHOUT ANY RESPONSIBILITY OF THE COMPANY. OVER 80K WORTH OF ITEMS.

  Business Response

  Date: 10/22/2024

  Hello

   We are sorry to hear about you experience during your move , As we strive to achieve a high quality moving experience.Records show our office tried to reach out to you via phone and Email with no response. please contact our offices so we can review your claim and get this matter settled. 

  Thanks Cita Van Lines