Complaints

This profile includes complaints for Cross Country Long Distance Movers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cross Country Long Distance Movers

  140 Delawanna Ave Clifton, NJ 07014-1550

• 

  Cross Country Long Distance Movers

  206 Colfax Ave Clifton, NJ 07013-1812

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:06/16/2025

  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.

  Cross country long distance movers packed and picked up my son, ******* things. He moved from Chicago to *** ******* on May 13. They were contracted by Coastal Moving Services. They were supposed to deliver his things by June 4, which was 21 days from pickup. We were then told, we have to wait until they fill up a truck, before they deliver. I called again on June 9 and was told the truck was now filled and we would be getting a call from the dispatcher at Cross country. We have yet to receive a call, email or text regarding a delivery date. We have been without our furniture and clothing for 35 days. We just want our things delivered this week. How can a company take half of the cost of delivery and then take over a month to deliver your things. People need their belongings. I will never understand this logic.

• Initial Complaint

  Date:06/10/2025

  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.

  Date of Transaction: May 18, 2025
  Amount of money so far paid to this company: $6'100.00 and they are requesting another $3'800.00
  the company commented that they would deliver our property 5-14 days after the pick up date, which they picked our things up on May 18th 2025, as of today 6/10/2025, we still have not received our property, I have called the brokers for the past 3 weeks, several times a week for them to deliver our property, they kept saying that the schedule is full and that they will deliver as soon as they can, then last Monday 6/2/2025 I called again and was told that my property was out for delivery and it should arrive by the end of the week (6/6/25-6/8/25) that did not happen so I again for the 15th time in 3 weeks called again and was told that they have not delivered do to they had no proof that we had the rest of their money (which we have had since the 22nd of May) which the driver told us they wanted cash at delivery, which I believe is an excuse for them not delivering my property, not to mention the fact that they gave my husband a quote in the beginning of this ordeal and then they changed (increasing it) the amount several times due to square footage that our belongings were going to take up, in the initial quote my husband explained to the broker and everyone he talked to with this and Coastal moving Company exactly what we had to get moved from Kansas to *******, they under measured the truck that was needed and charged us more, we would just like ALL of our belongings delivered now!!! this not a good company, they need to be shut down and no longer move people and/or families!!!!

• Initial Complaint

  Date:05/29/2025

  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 contracted with a company called Coastal Movers to move my furniture from ********** to their storage unit and the deliver my furniture to new address in ************. Coastal contracted to Cross Country Long Distance Movers. On September ******* Criss Country came to my home address, ************************************************************** and picked up furniture. Total price on their document $14,250. I have a balance due if $5572.71. The company said they would store my furniture until ready for delivery. I have paid ******* per month In May 2025 I spoke with Coastal Movers to set up our move date if the furniture in storage to our ************ location. I called Coastal as I could never get through to Cross. I requested two potential delivery dates, May 27 or 28. On 5/21 I called Coastal to confirm moving date. Coastal said to call Cross Country. To date 5/29 I have yet to receive confirmation of a move date. My selected dates have passed. I called Cross Country and have been unable to get through. I have called Coastal multiple times and they say they will look into move date. I finally got a text from a ***** person at Cross country stating she would keep me posted. No communication after that. I now have no furniture and have to move out if a temporary furnished apartment. I want my furniture and compensation for nights at hotel until I get new furniture I want the value of my furniture $70K as well as mental strain comp. There are also personal memorabilia that can never be replaced.

• Initial Complaint

  Date:05/22/2025

  Type:Product 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 moved from *********** to ******* and hired Coastal after receiving a satisfactory estimate. We paid extra for a guaranteed 24-hour pickup window due to our travel schedule. On Friday 5/16, we were told the pickup would be Sunday between 124 pm. At 3:15 pm on Sunday, we were informed the movers couldnt come. ***** offered a $100 discount and refund of our $200 fee. We stressed our travel plans and hotel booking, and she asked us to find someone else to supervise. We did, and requested they be compensated, but she said that wasnt possible. Later, she said movers would come at 10 pm, or our friend could supervise, with no refund offered. Reluctantly, we agreed.We gave our friends contact info but expected to be kept in the loop. Instead, only our friend was contacted and told the movers would arrive at 11:45 pm. We tried calling/texting Kellyno response. We called Coastals answering service and were told the move could be rescheduled for the next day. Our friend was then informed it had to happen that night. The truck arrived at 12:45 am, and my husband had to coordinate with our friend until after 4 am. This was incredibly stressful and unfair to our friend.Later we learned of extra charges but couldnt reach the driver. On Monday, we had no idea what was happening. We finally reached ***** on Tuesday amid poor reception. She was unprepared and said wed need to resolve it the next ********* ***** went through the charges. When I asked for clarification, things became tense. The total bill was $8,665.06far above the estimate. We believe the square footage was inflated due to unnecessary repacking, and we were not there to prevent it. We also question the $300 packing fee and binding fee of $3,588.56. The $200 one-day pickup fee should be refunded outright.Were extremely disappointed in the service and lack of communication. Weve asked to speak with a manager or owner, but ***** refuses to connect us. We expect better.

  Business Response

  Date: 06/12/2025

  Good Afternoon, 

   

  We do apologize ffor any inconviniences that we have caused you. I have reviewed your contract and we did give you a $200 discount. We want all of our cutomer to be content with our service. We will see if there is  anything else that we can do. On site we had to pack many of your items  since they were all scattered aroudn that is why you got charged more and for the space in the truck. Once again we will put in a request to see i there is anything else we caan do for you. 

   

   

   

   

• Initial Complaint

  Date:03/17/2025

  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.

  My items were picked up and numbered on February 27, 2025. Upon delivery on March 11, 2025, all of my items were not received. I informed the company of my arrival in Florida on the 1st of March and expected delivery on March 2, 2025. After finally contacting a supervisor on March 9, 2025,
  I was told that the truck broke down and my items were transferred to another truck.
  
  Upon arrival, the driver demanded money before delivering my items. Stating that if I didn't pay the remaining balance, I would not receive my belongings. I asked how I know that all of my items were delivered. He shrugged his shoulders.
  
  I contacted the company and they said they are working on it, I have not been provided any updates.

• Initial Complaint

  Date:12/14/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 this company to move me from ****, ** to ******, **. The original quote was $10k. The contract included the company taking down and setting up the TVs, supplying mattress bags for the two beds, as well as TV boxes. They brought no TV boxes or bags for the mattresses, I had to provide them when they showed up without them. The day of the move the price tripled to almost $30k. The inventory did not change but the price tripled from the original quote.Three days before move I spoke to a company representative, went over the inventory. At that time I did add 50 additional boxes. I was told the price increased to $15K. I agreed to that increase but then three days later the price went to $30K. Companies should not be able to bait and switch like that the day of the move. A move across country is a lot of work and planning. You cant just call it off. The inventory included a pool table. This company sent movers to my house who could not take it apart, they just said the could not move it. I also had a dart machine they tried to leave behind because it was too hard to put on the truck. I got the same song and dance about the exercise equipment- it was too heavy for the two people they sent to do the heavy lifting. They missed the drop off date and wanted unload at 8pm. I live in a residential neighborhood, they would have been unpacking until midnight. When they moved the ************* they folded it in 1/2. Boxes and furniture were missing and broken. I sent a list of the major damage for an insurance claim and they will not respond to me at all. This is a shady company. I believe they under quote to get the job and then raise the price the day of the move when they know you have no choice but to pay. No one should ever hire this company. None of the employees speak English, which is only a problem because they could not read the word fragile, or tell us when the leg was broken off the love seat which caused a big scratch in my hard wood floors.

  Business Response

  Date: 12/16/2024

  Good Afternoon, 

  We do apologize your expirience wasnt the best with us we try to be the best we can. I will email you the claims information so you can file a claim. The reason why your move went up so much in price is becasue we were scheduled out to come and get ***** cf and when we get there we end up taking ***** cf  difference is 3028 cf we took way more then the original estimate and had to get more trucks out there because you did take up the space. I can offer you a discount of $225.00 for any inconviniences we have cost you but like I said prior I will also send you the claims information for any damages. 

  Customer Answer

  Date: 12/17/2024

  
  Complaint: 22686730
  
  I am rejecting this response because:
  Complaint: 22686730
  
  I am rejecting this response because: I did not come up with the square footage-your company did.  The pool table I had to leave behind was worth $1k so $225 does not come close.  The inventory did not change from 3 days before the move until moving day. It actually decreased because I had to leave the pool table. You are supposed to be professionals, I do not accept you were that far off. Your employee was looking at the real estate photos of my house and all my belongings when we discussed it 3 days before hand.  It was your mistake yet I paid the price. You did not provide mattress bags or TV boxes like the contact required. You did not set up TVs as contracted. You folded my king size mattress in half. I believe you under bid this job on purpose. Every other quote I got was close to the $10k originally agreed upon. When you raised it 50% 3 days before I accepted you were that far off. Three days later, with no change in the inventory, when I had no choice but to pay, the cost DOUBLED.  I actually got one price that day of $24k and was told that was the very worst case, until an hour later when the price went up again. Atone point I went to get another cashier check as soon as I got back the price raised again. Sound like a scam? 
  
  
  
  Regards,
  
  ***** Boots
  
  
  
  Regards,
  
  ***** Boots

• Initial Complaint

  Date:10/31/2024

  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 contracted for a moving company to move me in February of this year. I called the company to inquire about the insurance on the items that was being moved. The original contract stated that the items was only insured at 60. cents per pound. I called and talked to someone, I believe Kelly at that time in Michigan and asked about additional insurance because I had large items that were expensive. I was assured that my television which was an 86 inch television would be covered if damage and there was over $27000 of insurance on my items. My television was delivered damaged. I paid an additional $200 to even have it properly packed for transportation for them to put it on the truck. My elliptical came damaged and my karaoke was missing. The delivery people could not speak English well enough to answer my questions and only pointed to a piece of paper and told me to call the number on the paper. I filed a claim and was only offered $60 dollars for everything. My TV was $1937, my elliptical, my karaoke and missing boxes was way more than $60. Finally, the insurance company referred me back Cross Country Long Distance Movers. I have been contacting them on a regular basis. Was only offered $200 and they have not given me that. I was calling weekly sometimes on a daily basis, then they started hanging up on me after leaving me on hold. When you call it states that all calls are recorded, so there should be a record of my calls going back to February and going to the month of October.

• Initial Complaint

  Date:10/15/2024

  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.

  We hired this company through a broker Coastal Moving Services LLC, this company is registered under name New Destiny Moving Service LLC, they stole our personal belonging of worth between 10 to 15 thousan US Dollars. Upon inquring they created a fake investigation, pretending that they are looking in their warehouses. They still havent responded to my emails.

• Initial Complaint

  Date:09/10/2024

  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.

  We had signed a contract with a different company "Express Shipping LLC" to move some of our belongings across the country to our new home, and the moving company they chose was this company. This company is absolutely atrocious and a borderline scam for the customer. First off, their business apparently goes by multiple names, making it hard to actually find the company you're looking for. Even on the BBB website, there are 2 entries under this company name. The other name they go by is New Destiny Moving Services LLC. Secondly, the movers themselves added on over 1000 dollars in charges that were NOT agreed upon when our quote was signed by us. They then threatened to hold our items hostage until we paid with cash or through *****. When we said we weren't comfortable with that, we went back to Express Shipping customer service and asked them if they could help since this company was contracted to them. Despite an employee at Express trying for multiple days, they still were unable to give us any documentation or an itemized list of charges until today. We were eventually able to get confirmation that our money and items weren't being stolen, but it took almost a week of nonstop calling and emailing. Then I go on Google to look at their reviews, and we are not the first people to go through all of these exact problems. Several customers had even mentioned that their items were broken, mishandled, or never showed up at all. This business is negligent at best and criminal at worst. Something needs to be done about this.

• Initial Complaint

  Date:09/03/2024

  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.

  On Saturday August 24, 2024, a truck with 3 guys were eating lunch at a ******* restaurant across the street from my house. at approx. 2:30pm, they attempted to go forward while leaving to drive out of the parking lot and could not, so they proceeded to go in reverse toward ******** ave and hit our mailboxes causing damage. They hesitated, but left the scene. I only found out because of the damage later seen and a neighbor telling me about it. I have surveillance camaras around the house and found the name of the company. I called on monday the 26th and left message, again on wednesday the 28th, again on thursday the 29 and finally got a hold of a Kelly, after briefing her the reason for my call, she told me she was out of the office and would call me back that day... friday again, i left a message. because of the holiday weekend,,, i did not bother until tuesday sept 3rd, I was on hold more than 15 minutes and accepted the fact that they are ignoring my calls and messages. So here I am asking for some help for the irresponsibility of there driver. I have an estimate of $280 to repair the damage and it was already reset to be level from the hit by my neighbor which i paid $100. I do not understand why with 3 people in the truck, they would choose to reverse into a street without a spotter. I also do not believe it was ethical for them to just leave. The other item that bothers me is the fact that the company has Still chosen not to return my calls. Each message had a brief description of the incident and my contact information. I also have full video footage with sound of the accident from 2 camara angles, was unable to upload, maybe by email...