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:09/12/2023

  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.

  I booked a move from ***********/************ to *************/***** on Monday, July 24h with Coast to Coast Relocations located in *******. They are a broker. On Wednesday, July 26th Transt *** Movers who are apparently the carrier located in **********, picked up my belongings. I distinctly recall the *******/driver telling me "August 15th delivery" upon completion of pick-up.Please note I was never asked before or at pick up about my First Available Date of Delivery (****) as their own policy states. I have been available since August 1st. The ******* did not provide me with a Bill of Lading upon pick up which should indicate delivery window. I am denied electronic access as well with a message that pick-up date has "past." On August 15th a carrier rep informed me that August 15th was the **** and they have 30 days to deliver. So I asked if it would be September 13th. He confirmed but also said it would be sooner. This morning, Friday, September 8th, a ************* Rep. of the broker located in ******* said it could take 7 to 10 days from today not counting weekends and that they figured out a route. That would be September 19th to the 22nd which exceeds the 30 days window. In the interim, a customer care rep informed a family member of mine 3 days ago that the truck had been loaded and was en route. I have made numerous calls, sent texts, and emails. The carrier will not answer calls nor reply to texts.Payment info. is below. The *******/driver increased the binding estimate price by appr. $1800.00 even though I provided a fairly accurate inventory to the sales rep. I agreed to pay the price hike. The ******* made me screenshot a payment receipt. The ******* no longer works for Transt *** Movers. I put down an electronic check deposit as well at the time of booking the move.Binding Estimate: $ ******* Deposit Payment: ******* Amount Charged for Pick-Up: ******* Amount to be Paid upon Delivery: ******* Grand Total: $6668.22 *****************************************

• Initial Complaint

  Date:08/29/2023

  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.

  Coast to Coast promised my belongings to be picked up and delivered. The drivers took only part of my belongings from the ***** address. They charge ***************************************** *************. I e paid over **** for what? Where are my belongings? No one will respond. Ive called, text and emailed.

• Initial Complaint

  Date:08/16/2023

  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.

  Coast to Coast Relocations booked my move from *****, ** to ************. I paid them directly over $3,000.They used a moving company Hello Moving *** who picked up my furniture and belongings on July 17, 2023. They had up to 21 business days to deliver and as of today day 21, I am being told by Hello Moving *** who Coast to Coast Relocations authorized to transport my belongings. I am unable to reach the salesperson who booked my move and was paid. No one from Hello Moving *** will tell me where or when I will be getting delivery of my goods.

• Initial Complaint

  Date:08/09/2023

  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.

  This is an on going transaction since the movers they brokered still have our belongings. The first interaction was in June. Should have known this company was a scam from the start. They are a classic bait and switch company. They quote you super low price but you have to pay a down payment deposit up front to lock in at this supposed price which was a little over a ****. After they will tell you that because of either gas prices or added items the price will go up double the price they quoted originally. They also lie to you about delivery dates such as "it will only take a week to 10 days to be delivered". they will do anything to get your money then ignore any and all claims.

• Initial Complaint

  Date:07/28/2023

  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.

  Trouble between the first quote, second quote and final quote. The actual moving company did a good job packing (I haven't received the goods yet). It's the difference in the quotes that upsets me. I would definitely not use coast to coast again or recommend them to anyone. 1st quote to final quote more than doubled.

  Customer Answer

  Date: 08/08/2023

  iT'S NOT ALLOWING ME TO FILL IN INFORMATION.  i HAVE NOT HEARD FROM COAST TO COAST.

• Initial Complaint

  Date:05/30/2023

  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.

  Date of the transaction was May 8, 2023 for a $2600 deposit on a move for my family from ***********, ** to ********** **. They assured ** it was going to be a smooth process and they would take care of us. The first person that talked to us was very polite and gave us an estimate of $6562.01. We then got another call from the company going back over the items we wanted moved. My mom was the only one home to go over everything and the changed the estimate to $10251.05. My mom asked if she can talk with me and he was reluctant to do so but finally brought me into the call. I calmly asked to see both estimates and was told that was not an option. We went around and around and this employee then started threatening to not move our additional items. I told him we just needed time to go over the different contracts to see why it was such a big difference and he then told us we have 5 minutes to go over the contracts or he would have to go back to the original estimate and we wouldn't be able to move some items.After getting off the phone I went over the contracts that my mom was able to find and noticed they raised their profits (binding estimate fee) up from $2950 to $6950 and increased the tariff by 100 sq ft. I then contacted the companies customer service to go over the issue, they said they were speechless and could not believe what happened then requested a detailed email to send to upper management. I sent that to them and never got a response so called back and was told they would contact me the next day. I waited a week and called again and was told I would be contacted in one to two days. After waiting again I called back and was told upper management would not issue a refund for the deposit. I believe this company used a horrible bait and switch tactic and are scamming people out of money. Our experience was so unacceptable. I am willing to send you all the emails we have. We would like our deposit back.

• Initial Complaint

  Date:05/15/2023

  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 worked with ****** to secure their transport services. Barring a recliner I accidentally omitted my inventory was thoroughly accurate and their price came in two thousand cheaper than their competitor. They were even flexible to secure the deposit. When I offered to pay off the remaining balance in small amounts they themselves advised they could not take any more money until the delivery of my goods because the **************************** prohibits it. A few days later they reached out to my wife to verify inventory as an exercise of quality assurance . After this occurred they claimed I omitted some furniture pieces when they themselves documented it on their binding estimate. They then took advantage of this false claim to collect another $1,000 past what they could legally collect prior to delivery. The frustration and incompetence grew as they didnt own up to them falsifying inventory and didnt acknowledge nor apologize for taking the extra money under false pretenses. I immediately terminated their services.

• Initial Complaint

  Date:04/11/2023

  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 03/30/2023 I wrote a check for $1215 to coast to coast relocations for a down payment on a moving job to be done on the weekend of 4/15-16/2023. The check cleared on 03/31/2023 after that the company upped all additional fees by several thousand dollars from the original agreement. This is unacceptable and I requested a refund. I was refused a refund. The business stopped all communication with us and has provided no services. I would like a full refund of my $1215 in a timely manner. Thank you for your time.

• Initial Complaint

  Date:03/14/2023

  Type:Customer Service 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.

  On Feb 22, 2023, I received a quote from Coast-to-Coast (C2C) relocation to transport contents of a 10x14 storage unit in ******** to *******. After completing many moves in my life in the military, federal employee, and as a private citizen this has been the WORST: 1. C2C quoted us (# S2000429) in total volume stating that all contents of the storage unit will be delivered for appx. ~$3300; despite this guarantee the movers charged us more than double the amount (~$7000) (LIE).2. C2C guaranteed us that they have their own moving crews - no subcontractors (LIE) 3. Although we were quoted in volume the moving company stated that it had to be itemized and basically forced us over the phone to either deposit more money or they would leave our things as is; we agreed that they should take our valuables (we went to through the list) and leave things that are replaceable (stated clearly). The new quote was ended up being closer to $6000. Problem is they took some things we wanted to leave and left valuable things we stated we wanted. 4. All our attempts at getting a senior manager to help us at C2C have been ignored, no call backs, etc. The only person that picks up at C2C is a **************** and he stated in our last interaction that we should not call their company anymore; instead we need to directly work with subcontractors! The subcontractors (Hello Movers USA) are worse since they slandered us and accused us of being intoxicated because we asked for clarification - the customer rep ****** yelled at us and hung up on us. We were pressured to pay on the spot or lose our deposit. All contacts to anyone in authority have failed. We are a veteran family and do not deserve to be victims of this racketeering operation. As resolution we want: (1) adjustment to total to reflect pain/suffering/time lost, (2) our things in storage picked up and included with our delivery, (3) apology from a senior manager for ignoring us after they took our money.

  Business Response

  Date: 03/21/2023

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

  We at Coast to Coast Relocations Inc. are truly sorry to hear that you had anything less than a great experience with your relocation. Coast to Coast Relocations Inc. prides itself on our service and strives for every customer to get moved with ease.
  

  We have carefully reviewed your complaint and all the notes in your account regarding the experience you had.
  

  In response to your first complaint listed, we provide clients a quote and Estimate for service based on the list of furniture items and / or boxes that the client provides us at the time of booking. We generated a quote for you based on this information and you signed an Estimate with us on 2/8/2023, in which you agreed to the terms, conditions, and list of articles to be transported by our carrier agent. As a service to our clients, we perform a ***************** call with each client **** days prior to their pickup date, and the purpose of this call is to do a double check of the clients inventory list, to ensure that it is accurate, and to avoid an increase of charges on the day of the actual move. Our ***************** rep. called you on 2/16/2023 and reviewed your inventory list and addressed any potential packing needs you made have had. Our ***************** rep. advised you at the end of the call that you indeed had more items that you wished to move, and you did not have the majority of the items in your storage unit properly packed. Our ***************** rep stated that you could make the changes with him on that day , and he would apply discounts due to the increase in volume and price of your move, but you declined this opportunity. Again, you were advised that declining this opportunity would eventually result in increased charges from the carrier agent on the day of pickup.
  

  We have submitted a copy of your original moving Estimate with Coast to Coast Relocations Inc., and your final Bill of Lading from the carrier agent on the day of pickup, which clearly shows that the volume of your move was exactly twice what you had disclosed to your moving consultant at the time of booking. In addition, after reviewing your final Bill of Lading, you were charged packing and labor fees from the carrier agent since the belongings in your storage unit were not properly packed for interstate transit. As a regulation set forth by the ****************************, all carrier agents must abide by certain packing standards on all household goods they transport. Failure to do so by a carrier agent would result in fines, and ultimately could lead to damages in a clients household goods. Again, these packing and labor fees were assessed during your ***************** call on 2/16/2023 and we could have discounted your packing costs heavily, but since you did not opt to address your packing needs at that time, you were assessed packing material and labor costs based on the carrier agents tariff. Assessing the packing needs ahead of the day of your move would have resulted in substantially less packing and labor costs than what you ended up being charged for by the carrier agent on move day.
  We here at Coast to Coast Relocations Inc. are a moving brokerage and it is our job to coordinate the logistics and provide customer service to all of our booked clients. We have several touch points with our clients leading up to the day of their relocation, to ensure that they have a smooth and successful move. We see that you received all of the standard touch points each and every one of our clients gets, and we do wish that we could have helped you more to have a positive moving experience.

  
  We did speak with our carrier agent who advised us that they did indeed go above and beyond to try and accommodate your move and needs by doing the following
  

  1. Our carrier agent drove to your home in ******* and physically picked up the key to your storage unit in Virginia so that they could access the unit and perform the move. This is almost unheard of and we believe this saved you a lot of time, effort, and money by not having to travel to Virginia yourself to meet the crew and open the unit.
  

  2. Our carrier agent spent almost 7 hours at the storage unit on the day of the move, so you could tell their ******* exactly which items you wanted shipped and what you did not. Normal interstate moving services rely on the premise that when they arrive to a clients pickup location, they have all of their items packed and ready to be loaded. This was another example of this carrier going above and beyond to satisfy your needs and wishes. A move of this particular size should have been completed in less than 2 hours.
  

  We here at Coast to Coast Relocations are again truly sorry you did not have the moving experience that expected to have, and we want to note that we tried at every turn to make sure that this was not the case. If you have any additional concerns that you feel need to be addressed, please contact our ************************ during normal business hours and we would be happy to help in any way.

  
  -Coast to Coast Relocations Inc.

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19590419
  
  I am rejecting this response because:

  I AM ATTACHING COMPLAINTS (Complaint 1,2, 3) FROM BBB FOR THE SUBCONTRACTOR YOU USED. The complaints already filed detail what I have experienced: scammed to pay more than double upon pick up, no communication, *** MOVERS rudeness and yelling at customers. I ask you C2C, who should you side with in this matter? Your customer - a disabled combat veteran that has served his country and is a family man that simply wants his items delivered without being taken advantage of? OR a company that shows a history of shady business tactics, unprofessional behavior, poor accounting, and nonresponsiveness to the most basic requests?

  1) the estimate provided to me by C2C was based on volume and not itemized which would have covered all our good in the storage unit. I have yet to receive an itemized list of all our goods ( i requested from Hello Movers USA but they do not provide it). We would never enter into an itemized agreement since we stated we had not been in the unit in a long time and will be unable to be at the storage unit on pick up day. You assured us that you do this all the time and is not an issues. We trusted the quote for a 10x14 unit to then turn around and use the sub to get twice as money out of us. 
  
  2) I have not disputed the packing charges for additional items; what I am disputing is the we were quoted in volume and the movers demanded itemized list. If we would have known this we would not have gone with you. 
  
  3) the only reason the move took so long is because they would not start packing until we signed. We did not want to sign until we got in touch with C2C to discuss discrepancy. We spent about 2 hours getting in touch with C2C to clarify. The result is we were coerced into paying more at the storage location and they left items they had agreed to take.  
  
  4) C2C told us to stop calling - you have fiduciary reasonability over your subcontractors. The subcontractor (Hello Movers USA) send us the attached invoice - again forcing us to pay money - or our items will be auctioned. First of all this invoice looks like it was written up by a 3rd grader - misspellings, no use of punctuation, and asking we transfer money via Zelle (this does not seem like the normal procedures for a reputable company). 
  
  5) How are we assured that if we pay the additional $4000 we will get delivered? We have NOT received information regarding the current location of our goods, estimated delivery dates, nor has anyone provided an itemized list. The moving sub company you used has only (1) truck listed under its real company name (INYSYNC MOVER **** has failed multiple inspections.

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

  6) How can a national company such as yours use such a questionable contractor and then question our concerns for transparency. C2C then replies to this complaint that the subcompany has gone above and beyond. How can that be possible if the only time they reply to email or call is asking for more money via Zelle. This is questionable, does not feel right, and has all the markings of operation that takes advantage of consumers by quoting them low over the phone and then splitting the upcharge with the subcontractors. 

  C2C washed their hands from us, never received a call back after dozens of calls, we were told to not call back, and the one person that was helping us at C2C (***************************) is unreachable, does not return calls. Was she fired because she was trying to help us early on in our complaints against Hello Movers USA?
  

  So I propose a solution because I need my items. 
  

  1) I will pay C2C directly the balance (which I totally disagree with) but with a credit card (to prevent fraud ; we are seriously concerned that we are currently victims of a moving scam where they hold your items hostage and demand more money (please reference attached complaints so you can see a history of behavior) 
  

  2) C2C will deliver my items themselves (as originally agreed that we were assured that C2C used its own people) or hire a reputable contractor (good ratings in BBB) to deliver my items - NOT HELLO MOVERS USA
  
  3) Act as intermediary for us to get the items released and loaded to new sub company truck (the subcontrator Hello Movers USA is the most unprofessional group of people we have ever dealt with)

  We just want our things delivered without all the shady procedures, unprofessionalism, and communications blackout. We should never have had to interact with the subcontractors and you failed in your duty to honor our agreement and now are replying to this complaint as if you everything was clear and understood. 
  

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

  Business Response

  Date: 03/23/2023

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

  We had a length conversation yesterday (3/22/23) with you, your husband, our carrier agent from Hello Moving ***, and our Operations Manager to discuss your concerns about your relocation. We explained that any balance due on your move must be settled with the carrier agent, Hello Moving ***, per the bill of lading you signed on 2/24/2023. In this signed document, you agreed to make payment to the carrier agent Hello Moving *** for at least 50% of the balance due, and up to 70% of the balance due if the carrier agent so chooses. As of right now, the only thing preventing you from getting your items shipped to you is the fact that you have not paid the carrier agent Hello Moving ***, the required amount due to them for services rendered, as so stated in the signed bill of lading agreement you have with them. The same payment terms and conditions are also listed in the signed moving Estimate you completed with Coast to Coast Relocations Inc. We here at Coast to Coast Relocations Inc. are asking that you follow through with making the necessary payment for services rendered, to the carrier agent Hello Moving ***. Coast to Coast Relocations Inc. will not be doing the following :

  1. We will not be processing any payments that are due to the carrier agent Hello Moving ***, for you. These payments must be settled with the carrier agent directly, per the terms and conditions in the signed Estimate with Coast to Coast Relocations Inc., and in the signed bill of lading with the carrier agent Hello Moving ***.

  2. Coast to Coast Relocations Inc., will not be delivering your personal belongings to you, as we are a licensed moving broker, and do not have the means to do so. During our conversation yesterday, we did give you the option to pay the current carrier agent Hello Moving ***, for the current storage costs they have endured while they are in possession of your household goods, and at that point you can then choose any means you wish to transport your belongings to your home in *******. We believe the best option for you though, is to pay the carrier agent currently assigned to your relocation and in possession of your household goods (Hello Moving ***), the balance due for services rendered, so that they may plan a delivery to you of your household goods.

  We here at Coast to Coast Relocations Inc., are indeed acting as your advocate and wish to do anything possible to help remedy your current concerns. At the moment, you are in breach of contract with the carrier agent Hello Moving ***, and we do wish that your resolve your dispute with them accordingly and in a timely manner. Please contact our ************************ at any time during normal business hours if you need any further assistance. 

  -Coast to Coast Relocations

   

  Per email today from carrier agent Hello Moving *** to ****************** :

  
  From: *********************** <***********************>
  Sent: Thursday, March 23, 2023 1:37 PM
  To: *************************** <***************************>
  Cc: ***************** <*******************>
  Subject: balance due
  
  Good afternoon
  
  Per our conversation yesterday I am sending the balance due Balance: $3,793.74  .Once its paid I will start working on getting you items delivered. If you would like to do self pick up as I mentioned you can pay 70% of the balance due ,the last 30% will be waived if you choose to do self pick up and we will schedule a date for a crew to meet you at the unit for self pick up.
  Once the balance due is paid the only additional charges that could apply are listed below.    
  
  First flight of stairs is included, Each additional flight of stairs $50.00 (7 steps = 1 flight)
  Long carry: Each 50 ft. $100.00
  Shuttle service: $1.00 per cu.ft.  ($300 minimum)
  
  This is what we discussed taking over the phone when we were on a conference  with Kimber
  Ladder
  2 small lamps (do not take the tall lamps)
  Take all 2 TV
  All pictures
  paintings and mirrors
  Mini fridge
  6 folding chairs
  3 folding table
  Canopy
  3 suitcase
  
  Then when ***** called later in the afternoon you added
  Surround sound
  20 more boxes  
  
  I will sending 2 videos one before we started the move and one with what was left in the unit , your claims of bins being left are not true .
  
  ***************************
  General Manager
  Hello Moving ***
  **************

• Initial Complaint

  Date:03/08/2023

  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 hired Coast to Coast as my agent to move house hold good items from ******** to *******. The pickup was scheduled for the week of 12 -16 December, with a delivery date of the week of xmas to our home in AZ. The movers were scheduled multiple times but never showed up until after 10 PM on 23 Dec. To make matters worse, I paid for pack & wrap services, and a mattress cover. The movers told me that they are not tracking that on their end and I needed to contact Coast to coast, but they were closed because it was after 10 pm. The mover told me that since coast to coast lied to me they would go to ******* to buy some packing paper and I asked them about the mattress cover and they said they couldn't do anything about it. I called coast to coasts emergency # and requested to cancel my move and a refund but they said I would not get my deposit back . I think it was $1100. Additionally, I talked with Coast to coast QA person and he said I can pack up to 30 boxes, our queen **** patio furniture and a China cabinet. The mover said I can only pack 10 boxes, no wrap and the bed with no mattress cover. Needless to say when the items were delivered to AZ, 1 month past the delivery date, 70% of the items were broken. I'm requesting a refund from Coast to coast in the amount of $1100 because they would not help me after I paid their fee

  Business Response

  Date: 03/10/2023

  ****************,
  We at Coast to Coast Relocations Inc. are truly sorry to hear that you had anything less than a great experience with your relocation. Coast to Coast Relocations Inc. prides itself on our service and strives for every customer to get moved with ease.

  
  We have carefully reviewed your complaint and all the notes in your account regarding the experience you had.

  
  In regard to the delay in your pickup, it appears that the original carrier agent was unable to gain access to the base that your belongings were set to be loaded at. We provided our carrier agent the location of your pick up a month prior to them arriving, and there was no issue with going to the base until the day of pick up, as we do many military moves and this is a usual procedure.
  We did keep in communication with you about this unforeseen issue, and we quickly assigned another carrier agent to do your pickup. This second carrier unfortunately had mechanical issues with their truck due to the extreme cold weather conditions in the area of your pickup. We do apologize for these delays, but delays can be part of the long distance moving industry as weather can change quickly and other Acts of God can happen.

  
  Normally we do not provide compensation or any type of discount due to delays that are effectively Acts of God or beyond anyones reasonable control. However, in your particular case we agreed to refund you 10% of your total move cost of $3,118.80. We provided you a refund via Zelle on 1/4/2023 in the amount of $311.80 to compensate you for the troubles you incurred due to the delay of your pickup. We do not want any of our clients to have anything less than a great experience with our services, and we feel this refund was necessary to ensure good relations with you and to let you know that your concerns and troubles do matter to us.

  
  In regards to the packing services you purchased, please review your moving Estimate you signed in which you had paid for packing of 10 medium boxes, and not 30 moving boxes. We apologize if there was any miscommunication on what was said to you and what you actually purchased and signed for. You also stated that you requested delivery on 12/26/22 but did not receive delivery on that specific date. If you read your moving Estimate, specific delivery dates are only guaranteed if a specific delivery date fee has been included in your Estimate, and in your move you did not opt for this service.
  Lastly, we are very sorry to hear that some of your household goods were damaged by our carrier agent during the moving process. We do hope that you have filed a claim with the carrier agent that performed your move, so that you can receive compensation for these damaged items. If you need our ************************* assistance in contacting your carrier agent to start the claims process, please feel free to reach out to them during normal business hours and we would be happy to assist in this matter. We have no documentation from you since the delivery occurred as to any of your items being damaged, but please do contact the carrier directly to start a claim, and if you would like us to support you in this and advocate on your behalf, please reach out to our ************************ for assistance.

  
  -Coast to Coast Relocations Inc.