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.

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  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:08/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Extensive damages to our furniture and boxes: antique furniture that is completely damaged that was wrapped when put on the truck and unwrapped when arriving, antique bed frame (unwrapped) with poster snapped in half and taped together, missing boxes, mattresses and box springs either unwrapped (I was told they would be wrapped when they arrived at the warehouse) or the wrapping was ripped exposing the mattress, missing section of a desk, missing pieces of a drafting table and Adirondack chair that was loaded intact that at some point were taken apart and now are unusable, a reclining chair that is now broken, wood furniture that was simply taped together causing damage to the furniture as well as the finish, pieces of furniture that clearly fell off and were put into our children's plastic bin of clothing by someone. Virtually every piece of furniture has some damage to them, even those that were blanket wrapped-and many of the blankets had tears in them as well, exposing the furniture underneath. Nearly ALL boxes were smashed and damaged, and we are missing boxes that contained precious heirlooms. We expect a few things to go wrong, but not to this extent.
  Also, the driver of the truck bullied us into signing lading form & attempted to hold our furniture hostage when we were upset about the state of the items. He then left without us being able to go through the inventory together (we did not sign). Even he acknowledged that the loading of the truck was unprofessional. Cita has not returned our phone calls now & has repeatedly not given us forms to fill out a claim after saying they would. They showed up significantly late to pick up the furniture and under prepared (not enough room in the truck or covers for the bedding) despite knowing the size of our order (having received half of the down payment). We have over 200 photos of damaged goods, which can be seen here:
  We want a full refund as the service was horrible.

  Business Response

  Date: 08/13/2024

  We appreciate our customers for taking the time to express their concerns and experiences. The input is critical for us to improve in areas that are needed. That being said, we would like to rectify any damages incurred in accordance with the signed and agreed amount in the contract. Feel free to call me directly at **********

  Customer Answer

  Date: 08/26/2024

   
  
  Complaint: ********
   
  
  I am rejecting this response because:
  

  We are rejecting this offer because we feel this is insufficient compared to the horrible service we have received on all parts of this move. We continue to find broken items, for example my 1 year old lawn mower does not run like it used to, and BOTH of my daughters’ scooters are broken in ways that exhibit a complete disregard for our stuff. We still have not received all our boxes nor the missing furniture pieces from furniture that was put on the truck whole but at some point was taken apart. 
  
  The owner has offered us $1200 “in good faith”, but this is a slap in the face. If the owner truly wanted to fix this “in good faith”, he would do more. ******** mentioned to me how the company gets very little of the nearly $21,000 we spent on this move: some of it going to Safe Ship who contracted Cita, and a lot of it going to the truck and movers. I am not sure why that is our problem: they are the ones who hired the movers, not us, and it was their responsibility to insure that our furniture and boxes were treated with with care. Instead, we had a truck arrive in Omaha hours late and without the proper amount of space and equipment to get the job done, had a truck arrive that was clearly horribly packed as evidenced by the pictures we sent, and an incredible amount of damage to our boxes and furniture (the boxes and furniture that did end up arriving), even furniture that was blanket wrapped has damage to them, evidence of very poor treatment. There is also the inability to tell us what happened to the truck while in route. There was a delay in our getting our furniture because apparently the truck broke both axles, though the person we were on the phone with while waiting for our furniture did use the word “accident”. However, *****, the truck drive, said there was metal in the oil. Clearly they do not have their stories straight and someone is lying to us. Then there is the lack of accountability from people we tried to contact for weeks until I reported this company to the BBB. To be perfectly honest, I believe the ONLY reason we have had more consistent discussions is because of this report. 
  It is clear to me Cita is most concerned about closing this complaint. We were told that this company had hundreds of moves to manage, which suggests a couple things to us: first that they are clearly overwhelmed with the work orders and are unable to manage moves properly, and in a manner that should be expected by a professional moving company and second, that they are making decent money and can certainly do more “in good faith” to make this right. 
  
  We do not accept this offer.

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

  Business Response

  Date: 08/28/2024

  Good Morning,

  After reviewing all of the information, the owner would like to offer $1200 in good faith to help cover some of the expenses of the move. In the event the missing items are found, they will be shipped to the customer priority. We apologize for any inconvenience and would like to send the payment as soon as possible through ***** ***** or check. Feel free to call or text our office with the option that works best for you. 
  

  Thank you kindly 
  ******** 

• Initial Complaint

  Date:08/12/2024

  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 am filing complaints against **** **** ****** ******** and Cita Van Lines Inc. These incidents are connected, so some information may overlap. If this review is public, I hope it warns others. Do NOT BOOK YOUR MOVE WITH **** **** ****** ******** or Cita Van Lines Inc. Our interstate move was a nightmare, and we feel scammed.
  
  We seek two resolutions: (1) partial refund and (2) billing adjustment.
  
  On April 27, 2024, we booked with **** **** ****** ********, providing a detailed inventory and box estimate. The initial quote was $5,805.57, with a non-refundable deposit of $1,880.76. However, during the second confirmation call, our estimate doubled to $10,296.74. Despite accurately estimating the furniture, we had no choice but to proceed due to our lease ending. Then, they required an additional $2,205 to schedule the movers. Safe Ship informed us the rest of our move would cost $4,085.76 – half for pickup and half for delivery.
  
  When Cita Van Lines Inc. arrived, the cost jumped to $4,893.05 at pickup and an additional $4,000 at drop-off. They claimed Safe Ship's original estimate of 1,286 cubic feet was significantly lower than the actual volume.
  
  To add insult to injury, the movers forgot three large bar stools from our inventory and refused to return our calls about retrieving them. We ended up leaving the stools behind without any reimbursement.
  
  We have since attempted to file a claim, but they have REFUSED reimbursement for the items they did not transport.
  
  For a full description of events, please see attachments.

  Business Response

  Date: 08/13/2024

  After further investigation, it was found that the customer had more items and cubic feet than initially estimated, resulting in extra charges for the overages. We made every effort to estimate as accurately as possible. Difficulties arose because furniture is made differently, some items take up more space, and some furniture is not stackable, all of which can increase the cubic feet on the truck. Regarding the bar stools that were left due to the increased capacity, please feel free to reach out to us to file a claim.

  Business Response

  Date: 08/23/2024

  Cita Van Lines offered $1,000 refund and the consumer accepted. Consumer will receive funds today via Venmo.

  Customer Answer

  Date: 08/24/2024

  
  
  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.
  
  

  We were reimbursed $1,000 via Venmo. 
  
  

• Initial Complaint

  Date:08/07/2024

  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.

  Originally contracted * ******** moving and storage to schedule a move of my be!ongings from Topeka,KS to Russellville, AR. Was quoted a total bill of $4254. They would pick up belongings from home and storage unit one mile away. Paid them $1995 initially. Then the rest was divided into half at pick up and half on delivery. (total $2270). Then CITA van lines got involved. I was told they would pick up on June 25 or 26. They picked up June 27. I was told they would deliver on June 29. I called that entire weekend and into July. They finally delivered on July 3.
  On June 27 when CITA arrived there was other peoples stuff in the truck. They didn't agree with the initial quote from * ********. Told me I had way to much stuff. I took them to the storage unit to see what I had. They recalculated the cost and now I owed them another $1924. I was trapped. I closed on my new house on June 28 and needed my stuff. I agreed to new cost. They loaded the truck with the home furniture. When we got to the storage unit they didn't have room for everything. But the new price included it all. My lose, according to them. I would have to figure how to get the rest of my belongs to AR. I expected delivery on June 29. I kept calling for the next few days trying to find out when I would get my belongings. Lots of run around. They finally arrived at 7:30pm on July 3. No orderly way of emptying the truck. No check list. Got done at 10:30pm that night. I took the next few days to go through every box. I called the company on July 8 to let them know I was missing several boxes that I knew left the house, not the storage unit. I called repeatedly for the next few weeks with not help. I contacted the driver that picked up my belongings. He brushed me off also. ****** ********, goes by ******, ************ is the man who took my stuff with his crew. A different man named ****** delivered my stuff but not all of it. ************* Neither have done anything to help or find my stuff.

  Business Response

  Date: 08/13/2024

  After further investigation, we are working tirelessly and using all resources to locate any missing items. We will maintain an open line of communication with the customer until the investigation reaches fruition.

• Initial Complaint

  Date:07/14/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have recently signed a contract with a moving company that was assigned by a broker moving company. My things were hauled from Arkansas to Pennsylvania through a company called Cita Van Lines on July 7th. The truck was supposed to deliver my stuff on Friday the 12th. It is now the 14th and I have not been able to reach them. I read a bunch of reviews and Cita Van Lines has been reported to the BBB numerous times!!! I fear that they have my things held in storage somewhere and will make me pay a fee, like a ransom. Who else should I contact?

  Customer Answer

  Date: 07/26/2024

  The owner of the company is ****** ******* and his direct number is **********.

   

  Business Response

  Date: 08/13/2024

  Cita Van Lines understands that moving alone can be stressful. We make every effort to be punctual and meet the needs of our customers. However, due to the high volume of customers and unforeseen circumstances that may occur, we sometimes fall short of expectations. The shipment has been delivered, and we will continue to improve on the quality of our service..

• Initial Complaint

  Date:07/11/2024

  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.

  Date belongings where delivered to my new address: 5/25/2024
  
  On 5/25/2024, a driver for Cita Van Lines arrived at my home to deliver my belongings. He was the only person who arrived to move my belongings into my home with no other moving crew with him. He handled my furniture very carelessly. He left my mattress and box spring to get soaked in the rain. He was not mindful of the rain, and I had to rush to ask him to pull my mattress and box spring inside. He did not apologize and said the fabric was synthetic and I should use a hair dryer to dry a queen size mattress and box spring.
  
  He refused when I and my family offered to help him, as we saw that he was struggling with heavier furniture. He dropped my dresser while moving it to an upstairs bedroom and cracked the corner. When I pointed out the cracked corner and the loose nails on my dresser to him, he did not apologize, denied that he dropped it though I heard the crack and saw him drop it, and stated the previous moving crew that packed it caused the damage (he was comfortable with blaming and lying about his coworkers).
  
  While moving more furniture upstairs, he broke a vintage ceiling lamp, which was property that already existed on my property. He did not apologize, but did admit he did break the ceiling lamp and brushed off my concerns. Once he was finished moving everything into my home, I asked him for the number to his manager to discuss all the damage he caused. He then provided me with a random phone number to a man who did not know why I was calling. When I asked the driver if he worked for Cita Van Lines and for his name, he said he did not work for them and refused to give his name to me. I called and emailed Cita Van Lines about this and they only offered me $66.00 for the damages with no additional follow up. I expect to be reimbursed at least $2,300.00 for my damaged property. However, I would prefer to be fully refunded $6416.90 I spent due to their poor service and lack of follow up.

  Business Response

  Date: 08/13/2024

  We appreciate our customers for taking the time to express their concerns and experiences. The input is critical for us to improve in areas that are needed. That being said, we would like to rectify any damages incurred in accordance with the signed and agreed amount in the contract. Feel free to call me directly at 9547096419.

  Business Response

  Date: 08/19/2024

  Once again thank you for allowing us to resolve the complaint with the customer. We are going to send *** ********* a check today in the mail for the amount ion $500. We hope this amount can help towards replacing some of the damage. Thank you very much and we wish their family all the best in their new home. 

  Customer Answer

  Date: 08/20/2024

  
  
  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,
  
  
  
  ********* *********