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:03/08/2023

  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.

  This is another long issue regarding a moving company that has no intention in rectifying their misinformation, ************* tactics, poor information provided, and poor customer service provided. The first interaction with ****** was exceptional until I received a call from Job to confirm the reservation. *** proceeded to tell me that I didn't have my bedroom set included, quick to increase and add up additional charges, even went as far as stating that ****** didn't do his job in quoting the original rate and deposit. Needless to say I ended the conversation and promptly called back. I then spoke with ******* who confirmed my original order. I also called again to ensure. When I spoke with the lady to confirm pick up I informed her of the tight drive into the apartment complex. Her words were, "Not to worry that's the driver's concern." Well that concern was my worry at an additional $400 for the equipment used to transport my belongings to my apartment. In addition, all the incorrect information provided to me like, the movers will be able to pack your dishes, pack and take your wall pictures/paintings with no worries, listed bedroom incorrectly then blamed me for not knowing I should have stated a Queen ******** AND box, with head and footboard- which was told, but not included on the inventory list. Due to all the misinformation I didn't purchase enough cubic square feet for my items. Therefore I had to pay for additional cubic square feet costing me an additional $1,000.00. I understand it was an ESTIMATE, but with the poor information provided, Coast to Coast should compensate for some of the additional cost due to the incorrect information provided, incorrect listing of items told at onset, extremely poor customer service and lack of follow-up. ********************** to ********************** needs to properly communicate with the moving company they hire so it doesn't cost the customer an extreme amount of unforeseen costs. I was out of an additional $1400.00+. I would gladly take $800.

  Business Response

  Date: 03/09/2023

  **************** ,
  
  
  We at Coast to Coast Relocations Inc. are sorry to hear that you had a difficult experience with your relocation. We do pride ourselves on our: expert moving consultants, friendly ************* staff, competitive pricing, and professional carrier agents and we truly strive to make each move go smoothly.  
  
  After reviewing your account, we do see that you received all of the standard touch points and information we provide all of our clients to ensure complete transparency with what the expectations would be with a long-distance relocation such as yours. The points of communication are always:  the initial call and inventory check with our moving consultant (completed 12/7/22), follow up intro call from our ************* department (completed 12/8/22), an informative email sent from our ************* department that highlights important information you need to have a successful move (completed 1/6/23), and a call to review your final inventory with a ******* Assurance agent (completed 1/10/23).
  
  In reference to the additional charges that you incurred on the day of your pickup, we did provide you the opportunity to edit your final inventory list with our ******* Assurance agent. During that call you informed us that you did have additional items to add to your order but did not want to pay anything additional for these items. These were large items (i.e. patio furniture set and additional bins / boxes) and you were told they would take up more space. The price of all moving relocations is commensurate with the space used on the moving truck, so having the most accurate information from our clients as to what they intend to move is crucial to avoid additional costs on moving day. That is why we make sure to get each customer a finial ******* Assurance call. You effectively declined to make the needed adjustments during this call that would have prevented most of the issues you stated you had with your relocation.
  
   After the Carrier Agent inventoried your household goods on the day of your pickup, it was shown that you had additional furniture items you wanted to move that were not included on your Estimate during your QA call. This caused your final balance due to increase. Again, the price of your move is commensurate with the space used on the moving truck and there is nothing we could have done further to prevent this increase aside from the several touch points you received from our staff prior to moving day. However at the time of the move you could have chosen to leave some of those extra items behind to decrease your cost as the items were not listed on your Estimate.
  
  Additionally, on the day your items were to be delivered, the carrier agent could not gain access to your apartment complex, which resulted in the carrier agent having to rent a smaller truck (shuttle) in order to complete the delivery, and this was a $400 fee for the shuttle, which was listed in your original estimate you signed with Coast to Coast Relocations, as well as on the Bill of Lading contract you signed on the day of pickup. We do advise all of our clients verbally and in writing to review all documents prior to signing, and to never sign anything blank or incomplete.
  
  After taking all of the above details into account, we are unable to provide you with the requested refund for $800.00. We clearly provided you ample information about the moving process (verbally and in written email communication), several informative calls with ************* before and after your relocation, and the opportunity in ******* Assurance to edit your final inventory list which you declined. Had you not declined to adjust your inventory list we would have been able to prevent unforeseen costs on the day of the move . Again, we are sorry you feel you had anything less than a fantastic experience and if you would like to discuss these matters further, please call our ************* team during normal business hours and we will gladly go over the details of your move as found on your signed Estimate and signed **** of Lading.  
  
  -Coast to Coast Relocations Inc.

• Initial Complaint

  Date:11/28/2022

  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.

  After going through every single item that we had for our move from ******** to ********** with two separate representatives we were quoted a total of around $4,949 for them to come pick up our inventory and move it across the country. When the movers came to pick up the items, less than a week before our move across the country, they did another check of our inventory and they quoted us $8,900 dollars. More than double what we were originally quoted. So we had to take the entirety of our belongings out of their storage space and line them up and down our driveway so the company could generate another quote, that was hopefully more accurate, because we were not paying double what we were quoted. The second quote that they generated was $7989. We had already paid $1600 for the deposit that we learned that evening was non-refundable, so we just cancelled the whole service, booked a Penske truck and did it ourselves. But we find it extremely unethical to double a quote upon arrival to pick up ones belongings for a big move across the country less than a week before they are supposed to depart. When I called the company backed (more than once) to discuss this, no one answers and no one returns phone calls. We would like our deposit back from this company for doing bad business, doubling the amount of stress present at an already stressful time and for not following up on their end of the deal when we had made 100% sure they knew the size of our shipment before they wasted everyones time and came to the house to quote us something astronomical.