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:11/16/2024

  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 contacted Coastal Moving Services to get an estimate. I had previously received an in-person estimate from *************. Representative ***** ******* ************* *************************************** said that they could do the move cheaper and faster than College Hunks. He asserted they would have four movers come to pack me and that it would be done in two hours. I received the attached moving estimate with instructions and an itemized list of the articles I was moving. It stated that they would use either a 26ft truck or an 18-*******. Concerning payment the estimate was $4630.74. I paid a deposit of ******* and the document instructed me to have 70% of the balance to be paid prior to pick up. I had it ready but the mover said they would do it later. There were only three men present and they did a lot of sitting outside and even had a bowel movement in my bathroom. They were late getting started and wound up coming on two days with two small trucks. They were unable to get all my items loaded despite my being able to see a clear 5 feet of space inside the truck. Then they presented a bill for ******** scribbled on the back of a blank contract. I signed nothing and called ***. The deputy sheriff came refused to get involved. The mover falsely claimed to have a signed contract by me. I requested that they unload my belongings because I was not going to pay that outrageous marked up price. The deputy said it was a civil matter and left after only 10 minutes. The movers left with my goods and did not deliver them as I originally requested to my new home on 11/13. My new home was 1 hour away from my former home all within **. Yet they took my belongings to ********* and I are holding them hostage. I have attached the original estimate and the scribble offered after they picked up my household goods.

  Business Response

  Date: 11/19/2024

  Dear Ms. ******************* is a detailed account of the situation:
   1. Volume and Pricing Adjustment:
  At the time of your move, it became clear that the volume of your belongings exceeded the initial estimate. Our ******* communicated this to you, along with the revised costs to accommodate the additional items, packing materials, and labor. You acknowledged and approved the updated terms before we proceeded.
   2. Completion of Services:
  Over the course of two days, our team packed and loaded your belongings into two trucks, ensuring the highest level of care. Despite our efforts and fulfillment of the agreed services, payment remains outstanding.
   3. Efforts to Resolve the Issue:
  In good faith, we provided a discount to ease the financial burden and offered to return your items if payment was made to cover the labor, packing materials, and services already rendered. Despite these efforts to find a resolution that works for everyone, we have received no cooperation from your side.
   4. Sheriffs Involvement and Signature Verification:
  When law enforcement was contacted, we provided all necessary documentation, including your signed acknowledgment of the revised terms. The sheriff verified the legitimacy of your signature, confirming our adherence to ethical and legal practices.
   5. Concerns of Misuse:
  We are disheartened that despite our attempts to accommodate your needs and resolve this matter amicably, there has been no communication or payment from your side. This raises concerns that our services may have been misused.
  
  
  We remain open to resolving this matter fairly. However, if we do not receive payment or communication from you, we will have no choice but to escalate this matter through legal channels to recover the outstanding balance.
  
  
  We strongly urge you to contact us at your earliest convenience so we can work toward a resolution that is satisfactory for both parties.

   

  Sincerely, 

   

  Moving Hub

  Customer Answer

  Date: 11/22/2024

  I continue to assert that I did not sign a contract. Your mover lied to you and the police by saying I had. He also erroneously claimed I tore something up. He waved something when the deputy was there, but I continue to inform you it was nothing with my signature on it in regard to this ****** outstanding balance. I signed an inventory sheet after day 1 for the partially filled moving truck.
  At the end of day two of the move, I rescinded permission to depart with my belongings verbally because of the tripling of the price to over $15,000. The deputy sheriff did not look at the document as he asserted this was a civil matter. For your company to infer he took your side is erroneous. They took them off my premises despite my saying I wanted them to leave my belongings. The mover returned after the deputy sheriff departed beating on my door demanding payment.

  
  The binding estimate was based on an exhaustive list provided by a competitor. Your company could have come out and made your own assessment. On the day your movers arrived they could have made a different assessment. After showing up late with three instead of four movers and finishing on the first day with a partially loaded truck they could have made an adjustment to give me the opportunity to inform you that I do not have additional funds and to cancel the services.

  
  Your company has not called me to negotiate but only to demand payment and threaten an auction. They have all been unyielding,accusatory, and emphatic.
  I have video of the mover outside of my home calling someone to say he is unable to get me to sign the Bill of Laden. He is asking them how to get me to sign.
  I have been honest and forthcoming since the first day I gave you an opportunity to provide service. If you failed to do due diligence in assessing my move such that it requires a 300% mark up, that is not my fault. I want my belongings delivered as promised for the agreed upon price on the binding estimate Coastal Movers. 
  

• Initial Complaint

  Date:08/22/2024

  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.

  Moving Hub loaded items (incl a baby grand piano) from 3 locs in ************** on 6/24. There wasn't enough room on the original truck. At some point after loading apartment items/piano they drove to a warehouse (***** will tell me where) to move them to a larger truck. I met them back at my storage unit later that nite to load items from there to another truck.They were going to take my storage unit items to the warehouse to move to a semi, along w/ the piano & apt items.I was present for the loading of it all to the 2 trucks so there was no point at which anything could have been misplaced while I was present.From what I was told by the lead ***********, they were going to move all to a semi the next a.m. for the drive to KS. I saw everything go on 2 diff smaller trucks in **** w/ the understanding that everything would be moved to a semi. At some point btween when the ** team left my storage unit & the semi arrived in **, many items had disappeared.There were a # of them that were damaged that did arrive, but there are a significant # of boxes that did NOT. After discovering missing items w/in days after unloading I called both the company I booked the move w/ (Coastal Moving) as well as M Hub to notify them of missing boxes.From that 1st call on, they all but accused me of lying & said nothing was lost. They wouldn't listen to me & said to just file a claim. I was told by ** in so many words that they wouldn't believe me about missing items. I've tried in vain to get help finding my missing ************ don't seem to care in the least. Not 1 of the guys involved w/ loading/unloading were professional movers. My piano has been damaged beyond repair in spots bcause of their incompetence. I'm missing items that are irreplaceable. On top of the frustration of lost/damaged items, I can't process a claim bcause it has to be done via the web & the link I was sent won't work. I've tried calling/emailing & have not been able to get in touch w/ anyone to assist.

  Business Response

  Date: 08/23/2024

  We tried several times to resolve an issue with ********************, but unfortunately, she wasnt cooperative. She blamed our company for not delivering her stuff. Please be advised that this was a straight delivery loaded on a trailer from a regular truck, so her household goods were not kept in any facility. The driver even waited for her one day to arrive at the destination. The piano that we picked up was disassembled by another moving company, so our crew just picked up the piano as it was. Even so, we asked her, us, and Coastal to send us an invoice for tuning the piano, but she never did. We were cooperative there too. We advised her to file a claim through the regular process, and then if she was not satisfied, we might offer something additional, but she didnt do that either. She disputed $4000 for the pick-up payment, but with all the documents provided, the bank did not accept her chargeback. After she made a mistake on the claim package, she said she needed someone to call her. They attempted to call her, but she didnt respond. We attached proof of the call. We also gave her a phone number so she could call at her convenience, but she didnt call either. Up until today, she never said what was missing, just saying a lot of things. Our crew has worked for us for 3 years, and we have never had anything missing. These are family people and have no interest in taking anything as she accused them. They are also professional movers who have moved more than 1000 people in these 3 years. 

  This is small woman owned moving company and accusations like this one truly make us sad since we tried to do everything as client requested.   

  Customer Answer

  Date: 08/24/2024

   
  I am rejecting this response because: Of course they're going to say what they did! Did you think they were going to admit to losing items???  I need to speak with someone at the BBB because continuing to address all the issues in writing is not going to work.  The customer is always going to get screwed here because, like me, I can't prove Moving Hub lost anything.  When they describe their side of the story, they are leaving out parts that are essential to understanding my issue.  The truck they originally sent to my apartment was too small. They had to transfer all my things to a semi at some point and nobody has told me where and when that happened.  That's when part of my load was either lost or misplaced or dumped or whatever.  I saw all of my items go on two smaller trucks in **** and Apex, ***  When they arrived at my house in ******, they were on a semi, along with at least one other person's items that I heard were going to *******  I am convinced that something happened to my things in the transfer process that no one will help me understand.  I tried to do a walk-thru of the truck before it took off for ******** to make sure all my stuff was indeed off, and the driver wouldn't let me.  One of the parts of my piano ended up not getting unloaded because of that. I need to explain what happened with my piano.  They're simply not telling you the full story.  Please, please, please call me so I can explain the problem in more detail.   
  
  

• Initial Complaint

  Date:03/18/2024

  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 seek compensation for following complaints:OVERCHARGE (Compensation sought @ $900) oSeveral unnecessary disk-packs filled with 1" thick bubble-wraps, that inflated the box count and inflated the truck volume. oAlso counted extra truck volume that included lots of their own packing equipment and leftover packing materials, etc. DELIVERY DELAY (Compensation sought @ $1,000) oDelivered after 17-days, as against 7-days indicated while booking the move - causing additional cost of stay and food at destination. GENERAL COMPLAINT (Compensation sought @ $300 besides a terrifying situation) oInitially refused to pick-up all the dry grains/pulses/beans (that were stored in ***** jars), and then refused to pack them, causing a panic situation during pick-up. LOSS - NOT-delivered (Compensation sought @ $2,500) oOne expensive Exercise Bicycle, one Tall Lamp. oAlso didn't deliver bed planks for a king **** and misplaced its screws, so delivery guys couldn't assemble the **** and ultimately that bed became useless. DAMAGE (Compensation sought $120 @ $0.60/lb) oOne Tall Lamp base, one Lamp shade, five picture frames. After filing a loss/damage claim with their claim processing company, they offered just $60 compensation - but even after several follow-up emails, never gave their logic for that amount - and finally told me that it is just an ad-hoc lump-sum money they are offering. Then I lost trust in their claim process.

  Customer Answer

  Date: 03/18/2024

  Hello BBB,

  Thanks for registering my complaint.  Your message asked me to verify the name and address of the moving company with whom I you had transaction with - so following are those details:

  Name of Moving Company = Moving Hub.

  Address of this company as mentioned on their Bill-of-lading = ************************************************************************

   

  Business Response

  Date: 03/24/2024

  Thank you for reaching out to us and providing detailed feedback regarding your recent move. We sincerely apologize for the inconvenience and frustration youve experienced. We take your concerns seriously and are committed to addressing them promptly.
  
  
  Upon reviewing your complaints, we understand the importance of resolving each issue to your satisfaction.
  
  Regarding the overcharge, we apologize for any misunderstanding. Our billing process is based on the materials used to ensure the safe transportation of your items. As you mentioned, you agreed to the bill of lading before loading, indicating your acknowledgment and acceptance of the charges incurred for the packing materials used to safeguard your belongings during transit.
  
  We regret the panic caused during pickup due to the refusal to pack certain items. 
  Its important to note that, as indicated in the bill of lading or estimate, we are unable to transport perishable foods. We appreciate your understanding in this matter.
  For the items not delivered and those damaged during transit, we encourage you to file a claim through our claims department, as this is the appropriate ************ for addressing lost or damaged items. Please note that our company utilizes sister companies for the delivery of household goods. Rest assured, our claims department will coordinate with the relevant entities to ensure your claim is processed efficiently and fairly.
  Regarding our policy on delivery timelines, wed like to clarify that our standard delivery timeframe is within 24 business days. Since you did not opt for a guaranteed delivery service, we did not provide a specific delivery date. However, we understand that unforeseen circumstances can occur, leading to delays.Once again thank you for your feedback. 

  Customer Answer

  Date: 03/29/2024

  I am rejecting your response because:
  Strangely, you are asking me to file a claim -because I had already filed a claim.  This clearly shows that you have not even looked into my case, but just gave some routine/standardized reply to BBB,only to dispose-off this BBB complaint.
  OVERCHARGE - I am not disputing charges for packing materials. I am disputing that (1) you unnecessarily increased the box count (and hence truck volume) by using non-standard 1-inch thick bubble-wrap,and using lot of it just to top-up half-filled boxes, and (2) you also counted truck volume with lots of your unused packing materials and packing equipment kept in-between my stuff.  I expect @ 10% refund (say @ $900) for that.
  PANIC DURING PICKUP - There were absolutely no perishable items.  As I had mentioned, they were all dry grains/pulses/beans that were securely stored in Meson jars. They were like 80%of our food items.  Refusing to pack/pick them was a horrifying situation.  I expect @ $300 compensation for that.
  ITEMS NOT DELIVERED, AND DAMAGED - I had already filed a claim, and you had offered $60 as its settlement. Then I wrote 14 emails to you, asking to give me a breakup of how this $60 was calculated - but you never gave that info. Thereafter, your claims department called and said that you cannot give me any breakup for $60, because it was NEVER done, and that $60 is just an ad-hoc lump-sum amount you are offering.  That call confirmed that you were just trying to defraud me with your deceptive claim process, and offering a meager settlement amount, just to dispose-off my claim.  After that I lost trust in your claim process.  I expect @ $1,000 for items not delivered, and @ $120 for items damaged.
  DELIVERY DELAY - You had told me that @ 500 miles/day, your truck would be reaching ********* within 7-days, that I should be present at that time to receive the goods.  Your delivery after 17-days caused me a lot of extra expenses but I am asking only $1,000 as compensation.

  Business Response

  Date: 04/04/2024

  We have fulfilled the terms of the contract you signed. Our responses to your 14 emails have been timely and informative. It is essential that you review and acknowledge the terms and conditions outlined in the contract. You keep refusing to hear what we said and explained.  With this message, we are closing any further response on this matter.