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:01/12/2023

  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.

  The other complaints are true about this company. I went through ********************************* as they are a moving broker. They assigned Southwest Van lines to complete my move. I provided an itemized list as well as the cubic ft., weight, etc of my storage unit that they were to move things from. I provided that my house I was moving to is multiple levels with stairs, I advised the storage facility had an elevator and my unit was on the second floor and that the unit was full. I disclosed ALL of the information needed for this quote. I was advised that if the load ended up WEIGHING more, that I could be charged for the weight. I believe they OVER ESTIMATED the weight because we mostly had boxes. I actually removed the TVs from my storage unit so there were less items. I was quoted $3600 plus the broker fee which came out to a total of approximately $3900. When Southwest Van lines (***) arrived to my storage unit, the guy (***) took a look at my unit and then was like "Lets go over paperwork". He wanted to do a "flat rate" contract. The unit shows barely any furniture and was just mainly boxes as we needed to actually purchase furniture for our new house. He went over his whole spiel. I told him No about the flat rate twice. He told me that they were going to charge me thousands more dollars than what I was quoted and that it would cost more if I stayed with the original quote I was provided. He wanted $7600. I said I couldn't afford it. I called my husband and told him we were being told we had to pay all this money that we didn't have. We told him No again and he lowered the price to $5100. This is still $2500 MORE than what we were quoted and we were forced to pay it. I should have hired a friend to do it since I have an infant child and a husband with a hernia that he needs an operation on. This was SHADY. I told the broker and they were shocked and told me that it was grossly over quoted. I am disgusted at this. My brother who is a lawyer said this is EXTORTION!

  Business Response

  Date: 01/31/2023

  We apologize for the delayed response and the negative experience you had with our company. We understand that this was a difficult time for you and your family, and we sincerely apologize for any stress or inconvenience caused.
  
  As household goods brokers broker jobs to us, we rely on their quotes for the workload. However, in cases where there are discrepancies, we adjust the cost to match the scope of work our team measures on site.
  
  In your moving job, you agreed to a flat rate option as ********************************* quoted your job to be 620 cubic feet and a stair carry. However when our team arrived, they noted that the 10x10x8.5 storage unit was completely full (850 cubic feet) and there was a long carry not specified in the original quote. When we give a flat rate option to our customers we only start working when an agreement is reached upon the new price. Our team offered a discount flat rate of $1,000 to keep the job on track.
  
  We understand that you feel the charge was inappropriate and we would like to offer you a refund of $300 as a gesture of goodwill. If you have any additional concerns, or documents you would like us to share, please do not hesitate to reach out. We take customer complaints very seriously and will do everything in our power to prevent similar incidents in the future.

• Initial Complaint

  Date:09/13/2022

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  Southwest Van Lines/Coast to Coast Relocations is an incredibly fraudulent company. Unfortunately I didn't read the reviews prior to hiring them, but everything people claim they do, they do. They're thief's. They're criminals. After beginning to load belongings onto their rental truck, they demanded $12,000 cash on a Saturday evening. We were quoted $10,700 for the move and suddenly that turned into $20,000. After demanding $12,000 cash when they came to unload our belongings, they locked up the truck and began to drive away with all of our belongings on their truck in an attempt to steal everything we own, after collecting $18,000 from us. I called the cops and they showed up just in time to stop them from leaving. They received an additional $12,000 from us, because we were desperate to get our property back. Their accountant said they received the money but the driver said they didn't, so he then demanded I "Venmo" him ANOTHER $12,000. The police reviewed the contract & essentially told them they need to leave our stuff or else it's a theft crime. These men are criminals & this company is a total lie fest. The driver also was incredibly racist.

  Business Response

  Date: 09/17/2022

  Everything that this customer has said is not true. We are preparing all the paperwork to send to you for review. This customer also tried to pay a driver on the side under the table, which is not how we do our business. Essentially what this customer wanted us to do is to unload her stuff without getting paid, and the police were there to back us up. We stayed and waited until she did the wire transfer, once it cleared an hour later, we unloaded her stuff. As far as extra charge she's talking about, she signed the contract for flat rate, and it's not 12,000$ as she said, it's 4500$ Because she had more stuff/more cb/ft then she previously told us. Everything was reviewed with her and signed before loading the truck. We've been in business for 23 years, providing professional caring service. Also to adress the racism comment, actually she was very racist to our driver, telling him to be very careful when coming to Montana, because he's skin color is not accepted there.

  Business Response

  Date: 09/19/2022

  ***Document Attached***
  
  See Attachment/File: 6C8E5A65-C80E-4DAC-B8F9-4E4F4337EC1B.jpeg

  Customer Answer

  Date: 09/25/2022

   
  Complaint: 18115605
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

   

  Response 
  
  
  This business' response is full of lies, just like each and every employee there has been since the very beginning. The company stated they don't accept credit cards or checks, but as the fine print reads, they do. We paid extra for "white glove treatment", but we're told by *** upon arrival they he doesn't do anything other than drop it off.  Lies lies lies. 
  
  
  Me, and the other TONS of negative reviews, arent lies. We arent all lying. We all experienced the same thing.  
  
  
  As for the police- they were NOT there for you. I had to call them for MY PHYSICAL SAFETY, as you were incredibly aggressive, and I had my newborn with me. I also called the police because you chose to start locking up the vehicle, after beginning to unload, turned the vehicle on, and said you were leaving. And this is AFTER receiving a total of $18,000. Id be more than willing to get a record from the police ***** You must be forgetting when the Sheriff had to raise his voice at you & say youre not listening to me and that if you left our property, because you had our money, it would be theft & you could be charged. 
  
  
  You claim that you didnt receive the money at this point, which is crazy, because even your accountant stated that she saw the transaction, that it was cleared from our account, and in yours. She even suggested that you continue unloading, and by the time youre done, all should be well with the money. But this wasnt good enough for you, ***, the driver, for some reason. You had the money and yet your dispatcher was trying to coerce me into ********* or ********* you an ADDITIONAL $12,000 (all while screaming at me), so wed then be out $30,000 (including the initial $6,000). 
  
  
  I should also mention that on day one, when you were loading our property in the rental Penske truck, when you demanded the $12,000 on the spot, we told you we didnt have cash laying around. You said well, how much cash do you have right now? Implying that youd just accept anything. Thats bizarre business behavior. 
  
  
  Even the police saw the proof of payment, they even got on the phone with your bank to prove we had paid. The police knew the truth, yet that still was not good enough for you. 
  
  
  If by pay you under the table, you mean give you a $500 TIP, to be KIND, then sure, you can label that how you wish to, but it was a kind gesture. You stated at one point that youll never see me again so none of it mattered: thats when I said well, we are all human, so all of our feelings matter, whether we know each other or not. Does a huge tip, and a kind comment like that, sound racist? Who was the one bringing up their RACE & RELIGION multiple times, to all parties, including the police immediately upon their arrival? YOU. No one brought up anything regarding race or religion other than YOU, from the very second you arrived. We found it very, very odd. We do not see skin colors, and we told you this when you continued to bring it up multiple times. Your comments made us incredibly uncomfortable and youre deflecting the racism onto us, when youre the only one who ever brought it up. 
  
  
  From the very beginning you brought up race. In fact, day one, you stated people always tell me to go back to **** and I tell them but I'm Jewish. This was 100% unsolicited and YOU brought that up. Twice. 
  
  
  The driver ***************** was incredibly disrespectful, unprofessional, and aggressive. Your dispatch ***************** yelled at me over the phone, for absolutely no reason whatsoever. Its like a switch flipped with these individuals. It was very shocking, and scary. 
  
  
  Once again- all the other reviews claiming the same things (you being unprofessional, rude, demanding more money, stealing property, etc.) cant all be lies. I experienced it myself.
  
  
  You are lying right now. Your entire response is filled with the lies. Every response on the BBB website from your company is deflecting & victim blaming. All you do is blame the customer and make sure you dont appear to be at fault, in ANY situation. Well, Im here to blow the whistle. 
  
  
  *** states that hes preparing the paperwork now, after the fact, meaning he can write anything he wants to go along with this narrative he has created. 
  
  
  Each employee weve spoken to has made it a point to bring up how many years theyve been in business  (23, 24, 25, 27 years- every employee says a different number), but online is says anywhere between **** years (multiple business attached to *****************, with slightly different names ******************************* **** LLC, ****************************** etc). It appears he just keeps changing the name when he gets too many negative reviews.