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:06/20/2025

  Type:Order 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 contracted West Coat Express Moving on 3/12/25, I was quoted $1508 for moving expenses to move my stuff from ********* CA to Keizer OR. My stuff were to be picked up on the 5/31/25 at my sisters home in ****** CA my sister witnessed the loading of my stuff. When I contracted this company to move my stuff I paid $617 for deposit and I was told that I would have to pay $600 at the time of pick up and $200 drop off. My sister paid for at the time of pick up which was on 05/31/25. My sister witnessed that the movers did not load my stuff in the truck according to the contract I paid for 200sq ft. The movers did not use the full capacity of the ******************************************************************** $1900 in addition stating that their employee ***** commonly makes mistakes and doesnt advise the customers on the full details on the charges. I specifically told ***** that I did not want any surprise charges when it came to the day of pick up and drop off. Everything on their website is the opposite of what I encountered. I was told by the drive the day of pick up that my belongings were going to be dropped off in 4 days. I emailed the company and got no response I called the company and was given on information on the *** of my stuff I and stressed and have been unable to communicate with anyone with the company regarding my situation I am unable to concentrate at work due to the uncertainty of when my stuff will be delivered and me not wanting to pay for unexpected charges that I dont know about. Please help me I was lied to and ignored. I was vulnerable and this company took advantage of me. I have not received any updates on the emails and phone calls that I made. This company did not disclose any of the outrageous charges they made me pay. They also are making me pay 1200 at the time on drop off. I would like a refund of the overcharges they added. It also states that I had a queen size bed moved that was incorrect. I had no mattress with my stuff

• Initial Complaint

  Date:06/03/2025

  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 am writing to file a formal complaint against *********************, represented by CEO ****, and West Coast Express Moving, represented by CEO ****, regarding a deeply troubling and unresolved issue stemming from a recent move.?? Background:On April 28th, 2025, my household belongings were delivered to me after a 40+ day delay, following a move that had originally been arranged through American Family Mover. Despite numerous attempts to seek updates during the delay, I received no communication from the company. The items arrived with no prior notice, and I later learned that they had been stored in an undisclosed warehouse and subcontracted without my consent to West Coast Express Moving.?? Key Issues:1. Theft of Personal Property?On May 5th, 2025, I contacted both companies to report that $13,835.92 worth of personal belongings were missing from the shipment. Despite repeated follow-ups, I have been denied access to a claims department and no resolution has been offered.?2. Tracking of Stolen Item?My AirPods Max, one of the stolen items, were tracked to an address in ********, **********, belonging to ****** ******* ****, an employee of West Coast Express Moving. 3. Contract and Billing Violations * The price of my move was changed without warning after the moving team had already begun loading. I was coerced into continuing under pressure, having already paid a Zelle deposit. * I was never provided with a copy of the Bill of Lading, which is a direct violation of federal regulations.? * The move was subcontracted without my prior consent or disclosure an act that is both deceptive and unethical.?4. Total Cost Paid: $2,200?Despite this substantial payment, I received no accountability, no documentation, and no professional communication regarding the handling or status of my move.?

• Initial Complaint

  Date:05/29/2025

  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.

  We initially contacted American Family Mover, in early April 2025. We had a small shipment to be delivered to ********** ****. I explained to our representative that I was flying to ********** Iowa to be there to accept the delivery. I requested an initial pickup date of April 17th which I believed would give them time to travel to ****. He told me that he did not need 14 days to make the delivery and in fact it is better for him if we made it on April 24, 2025 if I wanted it to be there on May 1, 2025. He explained my shipment would be picked up from my location and shipped directly to ********** ****. they picked up my shipment and as they were loading the shipment the driver told me there was an additional $500 shuttle fee. Which appears to be a violation of Federal regulations. He provided me with an updated quote for the move but failed to fill in a delivery no later than date which is also a federal regulation. After not receiving my shipment I discovered this company is is affiliated with Chiarella Transportation, West Coast Express Moving, and Four Winds Executive Relocation LLC. All the calls and emails I made went to the same call center and customer service representative. I called to get an update from American family Mover on April 30th. On their website they claim to have 24/7 service and can monitor your shipment. I spoke to the same representative for the next week and he could not tell me the location of my delivery. He finally told me my shipment was in a warehouse in ***********. Their binding contract states I will receive my shipment based on the mileage between 7-17 days. That expired on May 23rd. Their company claims they have 21 business days which expires on May 30th. I was just informed that their truck broke down and they do not have an estimated time of arrival. They are in violation of their binding agreement. Payment of 375 and 1133 have already been made. This is over the original binding contract we signed. Deliver with no further $

• Initial Complaint

  Date:03/03/2025

  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.

  On January 28, 2025, West Coast Moving, moved 533 cubic feet of my household belongings from *****************, to *********************, for a total cost of $1,694.00 Unfortunately, upon receiving my shipment on February 7, 2025, several important items were missing. The following items were not delivered: 1. In one TV **************** 55-inch TV ($1,950.00) 2. 1. XL Box: Personal and Professional Equipment: - Ace Links bulletproof vest outer carrier ($500.00) - Peerless handcuffs ($40.00) - ASP black handcuffs ($65.00) - Handcuff holster ($30.00) - Flashlight holster ($25.00) - X26 Taser holster ($74.99) - X26 Taser ($999.00) - Radio holster ($15.00) - Basket Weave duty belt ($49.99) - Basket Weave Safariland pepper spray holster ($33.49) - Glock 17 Basket Weave Safariland holster with light-bearing capability ($188.05) - Basket Weave glove pouch ($14.00) - *************** holster ($17.00) - Drop Flex Adapter Adjustable Drop Leg Platform ($39.99) - QLS Quick Locking System ($12.97) - Patrol bag for law enforcement ($79.99) - Medical kit ($25.99) - Citation clipboard ($24.99) - Storage clipboard ($19.99) 3. *********************** Carhartt on-site tool bag ($69.99) - ************** drill ($97.99) These missing items are of significant value, both financially and professionally.

• Initial Complaint

  Date:01/21/2025

  Type:Sales and Advertising 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 recently moved from ***************** to *********** and was searching for someone to help move my belongings. I received a quote from west coast express moving and had multiple conversations about my circumstance. I received an estimate in which all my belongings were present on. The estimate was for ***** dollars. I sent a deposit of ***** dollars. They were unclear on the pickup instructions and had me send another $1350 for the initial deposit. The driver sent me a picture where he had written out a total cost of $7462. More than double of the original quote. I proclaimed that this was incorrect and I wouldnt be using their service. They gave me the original deposit back of $1089 and told me I would be receiving the $1350 back. Its been weeks and they kept saying it was either sent or going to be sent. Now I cannot reach there office and all the lines are disconnected and no longer taking calls. Losing $1350 for a company to do absolutely nothing but waste my time during a big life change has been detrimental on my family.

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair 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.

  My family and I were moving from **** to **********. The deal was the moverS were to pick up our belongings and transport DIRECTLY to ********** for a flat fee of $5500. When the got done loading our belongings the then charged us another $700. Then left our home and took out belongings to ************ to a storage facility which was not the deal. Then insisted that in order to get our belongings back from them we have to pay another $4000. Which up to date we have paid $1700 and now have ran out of money. Now the moverS are threatening to sell all or our belongings. They are also charging our family a $2700 a month for storage fee. They took everything from us. They contacted us in the beginning with all these promises to get us moved out of ********** for a flat rate and have ruined us. Please look into this company

• Initial Complaint

  Date:10/18/2024

  Type:Order 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.

  On August 19, 2024 they came to my home but before they came they asked for a deposit of $504. They also said once the movers arrive I had to give them $1100. They were hired to transport my belongings from ********** ********** to *********,********. They told me they would hold my belongings for a $200 storage fee over the phone. The contract that I signed does not have storage fee on it within 30 days of holdings belongings they stated that I need to give them $1250 for my belongings which I do not have so I asked to pick up my belongings and they stated I would have to pay $5960.77 in total even though they did not deliver my items if I just wanted to pick it up from their warehouse. I am a senior citizen on a fixed income and I informed the company of this from the beginning and they said they would be willing to work with me. At this point they said they will be auctioning off my belongings if I do not come and pay the full amount. My son passed away and his ashes are in my belongings so I asked if I could at least just retrieve the ashes and **** stated I would not be able to unless I paid full price. they did not have to pack anything. I signed the contract thinking that they were going to deliver my stuff in ******** that is not what happened so I called for a whole month the month of August 19 to September 19 was allegedly free for 30 days so I kept trying to call him and call him and finally I got someone when I got them. I asked them what was my storage bill representative told me that it would only be no more than two or $300 but when they got through, they came up with $1250 and that would be from September 19 to October 19. Well they charge me they took the deposit. I gave them the 1100 when they arrived and My belongings never arrive to ********. They gave me bogus address, which was 1635 I want to say ******************* in *******************. They threatened me. They tried to extort money from me.

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair 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 enlisted this company to move my things from ********** to ******* on July of 2024. They told me they'd have my things to me by 8/1/2024, that didn't occur. I was told my total moving cost would be $2,750 and at the end of the move it ended up being over $4,500 due to fees and other up-charges they did not disclose, so there is a huge sense of false advertising in services rendered. The movers didn't take the items I told them too and didn't follow my instruction. They removed the couch legs from my couch, told me they would place them inside the couch cushions before they wrapped it up and put it into the truck. When my items were delivered the couch legs were not where they said they would be. After several weeks of back and forth they have only left me with "we will look into it and get back to you." They refuse to find my lost and/or damaged items and fairly and justly compensate me for this.

• Initial Complaint

  Date:06/04/2024

  Type:Product 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.

  May 21st 2024 I had already paid them 2300 hundred dollars and they did not take all my stuff and after they got my 8 items they said said it would be an additional ******** and that I had better have the money when they drop of my 8 items and they lost my ******* soundboard and my 2 woffers,I had to go into debt just to get my 8 items and hire another moving company to pick up the rest of my things,which cost me an,additional ***** I also had to pay for a truck that was not theirs,it,was a penske truck,and 500 for my tool box,and couldn't get into contact with the office at all and their department of transportation number is also under a different name

• Initial Complaint

  Date:05/07/2024

  Type:Order 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.

  ***** gave me my formal quote on March 16th,it clearly stated my ****** was included. On march 22nd ***** took my 600 deposit made with my discover card. April 1st **** came in Ryder truck to pick up my belongings, he said he had no clue that he was hauling a bike, said the Salesman don,t know what they are doing, that my ******* was wrong its going to be 5300. BF and him haggled to 4300, but he still wrote the contract for 4500.mean while the other guy was busy packing and loading my stuff, **** went and put my bike on the truck, as i was trying to pay my 2nd installment,said i had to use Venmo or **** to pay with credit card. I had no clue what was going on. ****,t understand why I couldn't use my Discover like i made my deposit.By this time my belongings were loaded, he was trying to have me do a cash adavance off my Discover card. I asked **** if i could just call ***** in the a.m and pay like I did my deposit. The next morning ***** would answer the phone. I felt like i just got robbed, no calls or anything for a month. they charged me twice for my bike, ***** charged me on my intial quote, than **** charged me again, They charged me for shuttle service of 500 when i had neighbor move his truck so they could park in front of my house. I told **** several times i had to pay with Discover, he said they have no merchant id number, so its cash or pay **** Mastercard and pay yet another 10% on top of the trumped up quote, why was i not told when they took my deposit i couldnt use Discover. when delivery came i told **** i was charged twice for my bike, he said no thats a handling charge, that he should charge me yet another 500 for shuttle service. because he couldnt get his truck on my street, so he had to off load my stuff on to moving truck to get it to my home, in the pictures it clearly shows that was a lie, the Ryder truck was full of other ppls belongings. This was terrible to take my stuff than demand cash or i dont get it back? i would ask for $750 back.