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Business Profile

Moving and Storage Companies

Castle Express Moving and Storage
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint type

  • Initial Complaint

    Date:10/07/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Failure to Protect Floors: Movers didn’t place drop cloths until I requested them, after walking inside with shoes on. Unprofessional and Inexperienced Movers: Only two movers arrived instead of three as quoted. One was visibly unwell and inexperienced, slowing the entire process. I was told at the end that he wasn't even part of the crew—he was just a friend filling in due to staff shortages. ?? Insured?? Professional?? Lack of Professionalism: The movers didn’t wear uniforms or introduce themselves. I was forced to sign forms despite raising concerns, and Tom promised a credit that I never received. Rude Comments: When I raised concerns about the slow pace, Tom told me, “We’re saving you money by not having a third mover. You’re welcome”. One mover spent >30 minutes fishing out screws he dropped down my vent. Damaged Furniture and Floors: Several pieces of furniture were scratched, and my daughter’s bed was half assembled and remaining screws not left, mattress placed over bed in attempt to hide damages. Hidden Credit Card Fee: I was charged a $42.54 fee without notice or being informed of a CC carge. Had I known, I would have paid in cash. Trash Left Behind: Movers left plastic coverings and pads inside my home and in my dumpster when they are supposed to remove and dispose of their own garbage. Owner’s Poor Fix for Damage: The owner attempted to fix a 3-foot scratch with a furniture marker that didn’t match the wood. I refused to let him touch the other damages after seeing his poor attempt, which caused me to have to get things fixed myself or live with the new damages. Despite contacting the company to resolve these issues, I received no resolution or compensation. This was my worst moving experience, and I strongly advise others to avoid Castle Express Moving. If you'd like the full review and details, feel free to contact me directly for more photos and videos and details as I am limited in space here.

    Business Response

    Date: 11/12/2024

    Dear Better Business Bureau,


    We are writing to confirm that we have worked diligently with ****** ******* to address her concerns regarding her recent experience with Castle Express Moving. We understand the issues she reported, including concerns about professionalism, protection of property, and communication regarding fees.


    To ensure her satisfaction, we have reviewed our procedures with our team and have implemented additional training and quality checks to prevent similar issues in the future. We also extended a credit to *** ******* in acknowledgment of her concerns.


    We believe this matter has been resolved and appreciate *** ********* feedback, as it helps us improve our service. Please let us know if any further information is required.


    Sincerely,
    Joseph C******
    Castle Express Moving

    Customer Answer

    Date: 11/12/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

Castle Express Moving and Storage is BBB Accredited.

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