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:02/25/2024

  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.

  I am complaining against Coach USA Moving regarding the moving services contracted for my relocation from ****** to ********. Despite assurances of a comprehensive (packing + unpacking), stress-free moving experience, for which I eventually paid $12,005 in total (File 2), the services rendered significantly short of the promised standards, resulting in considerable distress and financial loss.1. Missing and Damaged Property: We have suffered the loss of several newly purchased items, including a bar stool and two full-sized mirrors, and significant damage to other items, such as an office desk and a baby crib. These losses and damages are documented and detailed in the provided files. (Files 3 and 4). I complained immediately upon delivery, and the mover promised to look for the missing items. No response was received to date. 2. Inadequate Staffing: Contrary to the agreement over the phone that four movers would be allocated for both pickup and delivery, only three individuals were present for pickup, and shockingly, only one for delivery! This not only extended the packing and delivery times excessively (>30 hours combined), but also forced my family to incur additional costs for hotel accommodation due to prolonged delivery process.3. Unprofessional Conduct: The movers' professionalism was severely lacking, evidenced by their mishandling of furniture packing and assembly, resulting in further damage to our belongings (File 4). 5). Unjustifiable Delays: The delivery of our items was delayed by 6 days beyond the promised timeline, disrupting our personal and professional lives significantly. Attempts to contact Coach USA Moving during this period were unsuccessful and I only learned my delivery time several hours in prior. I am seeking compensation of $6,002 (50% of paid price) for the loss and damage of property, additional expenses incurred, and the considerable inconvenience and distress caused by these service failures.

  Customer Answer

  Date: 03/06/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 12/02/2024

  Upon receipt of our customer's complaint, we had asked that the customer submit a claim for damages. We sent 2 emails in March 2024 but have not received any response. We will resend the emails to the customer.

• Initial Complaint

  Date:01/07/2024

  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.

  We contracted with National Moving Services, a broker, now known as Amerisafe. We were misinformed and encouraged to sign the insurance waiver. We were told the difference between signing the waiver and taking the additional insurance was about how much we valued the total contents. What this really meant, we would only be paid $.60 per pound for a broken item. We were also told the truck would arrive at the destination **** days after pick-up. We later found out the real delivery time expectation was ***** business days from our available delivery date.Amerisafe contracted with Coach *** to move our items. The ******* and most of the movers acted professionally. But one of the team members asked us directly for a tip before finishing the job. The truck arrived at the destination after dark. The driver pulled out a chair and sat smoking cigarettes and tossing the butts into our driveway and yard while the others unloaded. In addition, the driver took it upon himself to ask our new neighbors for cream and sugar for his coffee he asked us to make.A box with the wrong identifying sticker was carried into the house. It was not ours. The driver offered to sell us the box at a good price. We were apalled.Broken or not delivered: Back to an electric reclining sofa (original cost $2200), broken desk (Original cost $160), broken office chair (original cost $225), and dolly (original cost $160). We submitted a claim. After 40 days, we were offered compensation of $99. This amount is not even enough to haul away all the broken furniture. Had we taken out the additional insurance, we would have paid approximately $1000 extra for the coverage with a $1k deductible. If an item cannot be repaired, they pay $6.00 per pound. Payout might have been $990, but with the deductible we would have received nothing. No accountability for the movers negligence.

  

  Business Response

  Date: 01/09/2024

  We deeply apologize for any inconvenience caused by the items that were damaged and missing during the transportation of your household goods.  As a moving company, we understand the importance of ensuring the safe delivery of our customers belongings.  However, despite our best efforts and the precautions we take, the transportation of household goods is susceptible to damage due to various reasons.  

  During the transportation process, your household goods go through several stages where unforeseen circumstances can occur.  These include loading and unloading, handling, and the transit itself.  While we have dedicated and skilled professionals who follow strict protocols to minimize the risk of damage, there are still instances where unforeseen incidents may occur.  

  Factors such as road conditions, weather, and even human error can play a role in causing damage to your belongings. Although we take every measure to secure and protect your items during transportation, the structural integrity of used furniture, in particular, may sometimes be unable to withstand the transit itself.  
  

  We apologize for any confusion you may have experienced regarding the Valuation Protection options. As a licensed household goods moving company, we are authorized to provide services for moves booked by moving brokers. However, we are not involved in the sales process in any way. When a moving broker presents us with a copy of the Estimate signed by the customer, we review it and decide whether to accept or decline to provide our services. The Estimate for your move includes links to the federal government's brochure, "Your Rights and Responsibilities," which explains the Valuation Protection options in detail. This can help you make an informed decision when selecting a Valuation Protection.  Furthermore, please note that the "60 cents per article" option is mandated by the federal government and is not determined by our company. It must be provided to customers at no cost.
  

  Thank you for bringing to our attention your concerns regarding the conduct of the delivery driver and one of the movers who requested a tip. We want to assure you that we take this matter very seriously, and we deeply apologize for any inconvenience or discomfort this may have caused you.
  

  At our company, we hold ourselves to the highest standards of professionalism and customer service. Such behavior from our team members is completely unacceptable and goes against the principles we strive to uphold. Rest assured that we are taking immediate action to address this issue and prevent any recurrence in the future.
  

  Please accept our sincerest apologies for this unfortunate experience. Your feedback is invaluable to us, as it helps us improve our services and maintain the highest level of customer satisfaction.  If you feel that the claim compensation was inaccurately calculated by the third-party claims company based on the release value/Valuation Protection option you selected for your move, please let us know.  
  

  
  

  Customer Answer

  Date: 01/10/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed 

  While I am not requesting compensation for any of the broken items, what remains outstanding and requires further review are the items which were lost, specifically the back to our couch and the dolly. These were not included in the response. 
  

  We have not requested the full dollar amount to replace these items. But, we do require this matter to be addressed and paid.

  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:12/20/2023

  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.

  Paid a moving company over $7000 to move my furniture and household items. Upon arrival (2 weeks late), they told me they hold my furniture for ******, and won't take a check, credit card for delivery of my personal items. I needed cash only. I had cash but now I know why. People wouldn't want to pay after seeing all their broken items, destroyed furniture and lost items. They take the cash and out the door. I have several pictures on my phone of the damaged items, I filled a claim form they offered me a refund of $60 (out of $7000) for all my damaged goods. So they are protected by some interstate laws, they told me. They don't have to pay and there is nothing you can do about they said as they walked out the door. They lead you to sign here, not here, saying it will cost you more. They write in the amount of insurance coverage of $19,000 but "oh well you didn't sign the right line". They are misleading and took advantage of an "old lady" that looks grumpy they told me. I am an old lady, I guess with no one to back me.

  

  Business Response

  Date: 12/27/2023

  We understand the shippers frustration and apologize for any inconvenience caused. We would like to reassure her that all services, charges, and terms were provided as stipulated in her original estimate and the Bill of Lading Contract. We encourage all customers to carefully review the available coverage options before booking a move, as outlined in the pamphlet Your Right and Responsibility When You Move provided to you by your broker or directly from your moving company. 

  The shipper's First Available Delivery Date was June 4, 2023, and the delivery was made in 7 business days on June 18, 2023, which is well within the promised 21-business-day delivery window. Please refer to Section 3 of the attached Bill of Lading Contract for more details. Additionally, please refer to the Delivery Information Form, which the customer agreed upon, stating that delivery dates are not guaranteed unless the optional ************************** (P.G.S.) is purchased. The **************** (S.S.) period is up to twenty-one business weekdays, not including weekends and public holidays, and is considered "reasonable dispatch" service per FMCSA 49 CFR *******. This does not include storage time and begins on the first available date for delivery indicated by the shipper, not the date of pickup.

  
  The Bill of Lading Contract's Section A provides the form of payment, stating that the balance is due before unloading in the form of *********** Money Order, Cashier's Check, or Cash only. At no time did any representatives of Coach *** suggest that your furniture would be held for ******.
  

  We informed the shipper that household furniture being transported is susceptible to damage, as outlined in the General Agreement (attached). We also offered Full (Replacement) Value Protection for the customer's goods in the shipment at an additional cost, similar to purchasing full coverage auto-insurance. However, the customer waived that option and selected the lower level of protection, which is the governing (FMCSA) coverage at no additional cost. This minimal coverage is, as explained and handwritten by the customer herself: "60 cents per pound per article." Please see attached Interstate Bill of Lading - Valuation Selection.  We did not encourage the shipper to waive Full (Replacement) Value Protection for her goods at any time. The shipper had plenty of time to decide on the coverage before booking her move and select a coverage on the day of her move. A pamphlet "Your Right and Responsibility When You Move" sent to her by her broker explains the different types of coverage and liability of the moving company.
  

   

  
  

• Initial Complaint

  Date:01/04/2023

  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.

  Date of Moving Services 01/07/2022 Order #: 4827199-497 Pick up Date 11/12/2021 Moving company broke, lost and/or stolen personal items. The company intentionally miss lead and miss quoted contractual services related to my move from ******, **. to *************** **. I initiated the claim process by filing claim and shortly after my delivery and within 30 days of delivery of personal items on Jan. 7, 2022. I spoke directly to customer support Vanessa ******************* ************ and responded directly via email to get status. - The company lost have of my bed which is no longer usable without the other half of the bed (headboard and foot board but not the matching side rails or inner support rails, - Broke glass end table - Broke oak bar - lost dresser mirror support rails - lost entire patio set (two chairs and table) - damage home office desk - dropped and damaged Bravia 70 inch screen ********** boxes, when delivered were infested with cockroaches. I had to take the boxes outside to unpack and prayed nothing got in the brand new never lived in apartment - boxes were infested with rodents living in some of the boxes with shoes and boots. Rodents chewed through the shipping and shoe boxes and nested in the shoes and boots.- lost standing mirror - broke vase I submitted my claim sent pictures and original documents and have not received a call or reimbursement for lost or damaged items. They miss lead the original quote by over $2000 and held my belongings on the truck until I paid, The lead guy showed up under the influence and dropped my 70inch ******** And had I not seen it happen with my own eyes he would not have said a thing. Once he picked the ** up after dropping the set, I waited to see what he was going to do. I picked the set up and loaded it on the truck. It was not until he loaded the set, I called Coach ***** office and complained about his actions and being under the influence. Run this company unprofessional and unreliable,

  

  Business Response

  Date: 01/10/2023

  This claim/complaint has been under review and is still in processing. We hope to be able to come to a resolution with the customer as soon as possible. We are currently trying to get in touch with the customer to finalize this claim/complaint with them. 

• Initial Complaint

  Date:08/30/2022

  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.

  I have the file for my complaint attached. If for any reason that is not visible, please let me know and I can try again or I can send in a hard copy.

  

  Business Response

  Date: 09/08/2022

  This issue was resolved with the customer verbally and a settlement form has been sent to the customer on 7/12/22 to finalize the claim. This customer has gone through our cargo insurance for her claim. Upon full examination of this file the insurance company has decided on the amount of $650.40 which was agreed to by the customer. This is a Full and Final settlement for the customers complete claim/complaint (Sent to the customer on 7/12/22). This Agreement constitutes an entire agreement. The Settlement Sum is in full and final satisfaction and settlement of all claims and disputes asserted by Customer against the ********************** Company. The customer has refused to sign the full and final settlement form to receive the settlement check. Once the customer signs the settlement form the claim/complaint will be considered resolved and a check will be issued to the customer. 

  Customer Answer

  Date: 09/08/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  Here is the breakdown to my response...

  Coach USA said - This issue was resolved with the customer verbally and a settlement form has been sent to the customer on 7/12/22 to finalize the claim.

  My Reply - This issues was never resolved verbally.  Please send me the recording of that phone call.  If you don't have it, I do.  The last time I spoke to Britnee I was told she would get back to me after the 4th of July about arbitration.  We never spoke again.  Instead, I ended up getting an email rejecting my request for arbitration and also got a Confidentiality Agreement that I never accepted and never signed.

  Coach USA said - This customer has gone through our cargo insurance for her claim. Upon full examination of this file the insurance company has decided on the amount of $650.40 which was agreed to by the customer.

  My Reply - ***************************** from insurance has repeatedly told me the $650.40 was for the valuation of my cargo. He stated, and I have much proof in emails, that I was able to go after Coach USA for all my other concerns including any further damage, the uhaul fee, arbitration, ans whatever other claims I had.

  Coach USA said - This is a Full and Final settlement for the customers complete claim/complaint (Sent to the customer on 7/12/22). This Agreement constitutes an entire agreement.  The Settlement Sum is in full and final satisfaction and settlement of all claims and disputes asserted by Customer against the ********************** Company. 

  My Reply - Once again, what you sent me was a Confidentialiy Agreement that I never signed!  I did NOT agree to anything.

  Coach USA said - The customer has refused to sign the full and final settlement form to receive the settlement check. Once the customer signs the settlement form the claim/complaint will be considered resolved and a check will be issued to the customer. 

  My Reply - I did not sign because that was a Confidentiality Agreement to stop me from telling anyone about my moving story.  I never signed that and I never will.  I never signed anything saying I was accepting just the $650.40.  I do not accept that.  I stand by my complaint.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 09/12/2022

  This claim/complaint is considered closed/resolved. It has been brought to my attention that despite the refusal to sign our Settlement Form a check for the claim amount was still issued to the customer. The customer has received and cashed the check as well. Please see attached breakdown for the claim from IAT *************** along with the check transaction details. 

  Thank you 

  Customer Answer

  Date: 09/13/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  
  

  I am rejecting this reply
  

  
  

  Coach USA said - This claim/complaint is considered closed/resolved. 

  
  

  My Reply - This claim is NOT considered closed/resolved.  For something to be considered closed/resolved, both parties have to be satisfied. Just because you want this to be closed/resolved when it's clear I am not satisfied shows your unwillingness to really listen to and understand my concerns.  

  
  

  Coach USA said - It has been brought to my attention that despite the refusal to sign our Settlement Form a check for the claim amount was still issued to the customer. 

  
  

  My Reply - Correct, I did not sign anything because you were holding the payment for the valuation of my cargo hostage.  The fact that you finally sent me the check for $650.40 shows that you must have realized that holding a check hostage like that was the wrong thing to do.  That does not mean this is not closed or resolved.  

  
  

  Coach USA said - The customer has received and cashed the check as well. 

  
  

  My Reply - Yes, I deposited the check which was for the valuation of my cargo and for nothing more than that.  I even wrote on the back of the check that it was for only that and nothing more.  

  
  

  Coach USA said - Please see attached breakdown for the claim from IAT *************** along with the check transaction details. 

  
  

  My Reply - ***************************** from IAT Insurance has been clear in multiple emails to me that the "full and final settlement" of $650.40 was for the cargo valuation ONLY.  He has stated numerous times via email that I have the right to pursue my other complaints with Coach ***. And in the valuation breakdown it even states that his claim will be referred back to Coach *** for issuance  of my settlement check and "ANY FURTHER HANDLING."  There is further handling needed for my other claims.

  
  

  I also have an email from IAT Insurance stating that Coach USA must allow me to go through arbitration.  I requested it and I was sent an email with a one line reply saying "COACH USA Moving & Storage is rejecting any agreement to arbitrate."  This email was from *************************** dated July 12, 2022.  Coach can be fined for not letting me go through arbitration.  I can't remember if that email is attached so I will attach it with this reply.  

  
  

  There is still also the case of the shuttle fee that I paid. There was no transfer made from a "big truck" to a Uhaul.  They would have never moved other cargo on to that uhaul with the excuse that they did not know if that other stuff was mine so they brought it all.  The driver refused to let me see his "big truck" and gave me zero proof that he rented a uhaul.  It was a scam.  

  
  

  My cargo was also sitting outside at a place called ***** Moving.  Again, my driver said this.  I have texts showing that he stated that Coach sold me to ***** Moving and ***** sublet to Ready Set Go (text attached).  If Coach denies this, then that means they left my cargo with a complete liar and someone who could not be trusted at all.  This would account for the uhaul scam.

  
  

  Thank you, *****************************
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******