Complaints

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 1, 2024, I hired Coast to Coast Long Distance Moving Company, Inc. for a move from ********** to ********, with an agreed-upon estimate of $2,502.50. Coast to Coast confirmed this price in writing but ultimately charged me $4,132.00 on the day of the move, in a clear breach of contract.Additionally, without any prior notice, they subcontracted the move to Titan Moving Service, a company I had not agreed to work with. This unnotified subcontracting felt deceptive and unprofessional.The mover arrived alone, claiming that two additional workers would join, but they never showed up. This left my elderly father, a senior citizen, forced to assist in moving heavy furniture, putting his health at risk. The mover also lacked basic tools, using a screwdriver to remove tape from blankets and asking us for *********** make matters worse, I was initially instructed to send payment to one Zelle account, but later asked to send it to a different account, which raised serious concerns about transparency.Despite reaching out multiple times for a resolution and refund of the overcharge ($1,629.50), Coast to Coast has ignored my communications. This experience reflects dishonesty, lack of professionalism, and disregard for customer welfare. I request the ********************* assistance in obtaining a refund and holding the company accountable.

  Business response

  11/16/2024

  Regarding the pricing, the original estimate of $2,502 was based on the photos and information the customer provided before the move. However, during the actual process, the movers assessed the size and quantity of his items, which differed from what was initially conveyed. This often happens when the volume or nature of items is larger or more complex than what photos can fully capture. Unfortunately, the final cost reflects these adjustments.
  

  Packing materials used during the move are billed separately, depending on what is *********** a gesture of goodwill  to ensure a smoother experience, 
  We've provided a discounted cubic feet rate, covering any excess cubic feet beyond the estimate at no additional charge to him
  Weve covered 50% of the cost of the packing materials.
  The elevator fee, which is typically charged, has also been waived.
  

  As for delivery circumstances ,it is common to receive help from different carriers in order to deliver on the time frame promised. For this customer we agreed to deliver his items between 2-11 business days and he was really lucky to receive them in less than 5 considering that other long distance moving companies take sometimes 4 months to deliver keeping the customer belongings hostage with no explanation at all.
  ****** ******** received all his belongings in perfect condition and timing.
  

  And as for type of payment we have the proof that he sent the deposit and two more payments to the same Zelle account that belongs to the moving company so there was no issue about transparency or concern.
  

  We did all in our power to offer a great service and communication between him and our company and we have just received email threatens  asking for money and negative reviews on social media intended to damage our image.
  

  
  

  Customer response

  11/18/2024

   
  Complaint: 22509638
  
  Dear Better Business Bureau,
  Thank you for forwarding the response from Coast to Coast Long Distance Moving Company, Inc. regarding my complaint. I am writing to formally reject their response, as it contains inaccuracies, misrepresentations, and fails to address the core issues I raised.
  

  Breach of Contract and Deceptive Pricing:
  Coast to Coast claims that the final cost reflected adjustments based on item size and quantity, yet they failed to provide any documentation supporting this claim. Furthermore, they confirmed a written estimate of $2,502.50, which they later disregarded by charging $4,132.00 on the day of the move. This bait-and-switch pricing is unacceptable, and no justification was given during the move for the drastic increase.
  

  Subcontracting Without Notification:
  Coast to Coast subcontracted my move to Titan Moving Service without notifying me, which they fail to acknowledge in their response. I agreed to hire Coast to Coast, not an undisclosed third party. This deceptive practice undermines trust and accountability.
  Negligent Service and Unprofessional Conduct:
  Their assertion that I received "great service" is false. The mover arrived alone, unprepared, and claimed two additional workers would join, but they never did. This forced my elderly father to assist with heavy lifting, risking his health. The mover lacked basic tools and had to borrow scissors to complete the job. This level of unprofessionalism is unacceptable.
  

  Payment Issues:
  While they claim payment was made to the correct Zelle account, this ignores the fact that the mover asked me to send payment to a different Zelle account, raising serious concerns about transparency.
  

  Unjustified Accusations:
  Their claim that I sent email threats is a misrepresentation. I followed up with clear, professional demands for the refund I am owed. These communications were intended to resolve the matter amicably, and I have acted in good faith throughout this process.
  

  Requested Resolution:
  I stand by my demand for a refund of $1,629.50, representing the difference between the agreed-upon estimate and the amount I was charged. I also request that Coast to Coast formally acknowledge their breach of contract, unnotified subcontracting, and negligent service.
  

  The response from Coast to Coast is insufficient and fails to address the core issues raised. I ask that the BBB continue to assist in mediating this matter until a fair resolution is reached.
  
  Sincerely,
  
  ****** ********

  Business response

  12/03/2024

  We dont have any additional comments regarding Mr ******** move.Everything was explained clearly and he agreed with the charges on the day of his move.
  It is totally legal to use a revised estimate onsite on the day of pick up.Its is a normal procedure in moving companies because most of the times customers are not accurate or omit items to be transport.
  It is common for long distance companies to receive help from other carriers in order to offer a low rate to the customer .This wasn't an express move that would cost thousand of ********** be able to receive a low price the  belongings will need to be transport in a shared load truck.And it was what we did in a timely manner .
  The Zelle payment issue it was taking out of context. Because the office was closed the driver wanted to make sure the payment was received because he doesnt have access to the company bank account.But this was solved and the customer was able to send payment to the same account.
  There is not justification to ask for a refund.we weren't late and nothing was damaged.We made our best effort to help him during the move as we explained in previous email (We've provided a discounted cubic feet rate, covering any excess cubic feet beyond the estimate at no additional charge to him. Weve covered 50% of the cost of the packing materials.The elevator fee, which is typically charged, has also been waived.)
  
  

  Customer response

  12/04/2024

   
  Complaint: 22509638
  

  Dear Better Business Bureau,
  

  Thank you for forwarding the latest response from Coast to Coast Long Distance Moving Company, Inc. I am writing to firmly reject their response as it continues to misrepresent the situation, avoids accountability for their actions, and fails to address the serious issues I raised in my complaint.
  

  My Response to Their Claims:
  

  Revised Estimate and Pressure to Proceed:
  Coast to Coast claims that I agreed to the revised charges on the day of the move. This is misleading. I had no real choice but to proceed under duress because my move logistics were already in place, and refusing their demands would have left me stranded. The increase from $2,502.50 to $4,132.00 was both exorbitant and unjustified.
  They argue that revising the estimate onsite is "normal," but in this case, it was a classic bait-and-switch tactic, where I was coerced into accepting an inflated cost without clear justification or documentation. This predatory behavior is unacceptable.
  

  Unnotified Subcontracting:
  Coast to Coast subcontracted my move to Titan Moving Service without notifying me, breaching the trust I placed in them. Their response dismisses this as common, but commonality does not excuse their failure to disclose or secure my consent. This deceptive practice stripped me of any choice and accountability in the process.
  

  Negligent and ************** My Elderly Father *** Forced to Help:
  The most egregious failure in their service was the companys neglect to provide sufficient manpower to execute the delivery safely. The mover arrived alone, claiming two additional workers would join him, but they never did. This forced my elderly fathera senior citizento assist in lifting and moving heavy furniture.
  Let me be clear: this was not just unprofessional; it was recklessly negligent. My father was physically put at risk because the company failed to deliver the promised service. He had no business performing the strenuous tasks of professional movers, and this could have resulted in serious injury or harm. This kind of neglect shows a total disregard for customer welfare and safety, which is indefensible.
  

  Zelle Payment Confusion:
  Coast to Coast dismisses the payment issue by claiming the driver acted because "the office was closed." This explanation only underscores their disorganized and unprofessional approach to handling finances. A professional company would never introduce confusion around payment methods mid-move. The shifting payment instructions raised red flags and caused unnecessary stress.
  

  Denial of Justification for a Refund:
  Coast to Coast argues that I am not entitled to a refund because my belongings were delivered on time and undamaged. This response completely ignores the breach of contract, the significant overcharge, the unnotified subcontracting, andmost criticallythe physical and emotional toll their negligence placed on my family.
  Their so-called "discounts" on cubic feet and packing materials do not absolve them of the fact that they manipulated me into paying far more than agreed, subcontracted the move without notice, and failed to deliver the service they promised.
  

  Requested Resolution:
  I stand by my demand for a refund of $1,629.50, representing the difference between the agreed-upon estimate and the amount I was overcharged.
  Coast to Coasts response is not only insufficient but fails to address the core failures of their service. Their negligence, lack of transparency, and unprofessional conduct caused undue stress and risk to my family. I respectfully ask the BBB to continue mediating this matter and hold the company accountable until a fair resolution is reached.
  

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

  Business response

  12/07/2024

  We dont have any additional comments regarding Mr ******** move.Everything was explained clearly and he agreed with the charges on the day of his move.
  It is totally legal to use a revised estimate onsite on the day of pick up.Its is a normal procedure in moving companies because most of the times customers are not accurate or omit items to be transport.
  It is common for long distance companies to receive help from other carriers in order to offer a low rate to the customer .This wasn't an express move that would cost thousand of ********** be able to receive a low price the  belongings will need to be transport in a shared load truck.And it was what we did in a timely manner .
  The Zelle payment issue it was taking out of context. Because the office was closed the driver wanted to make sure the payment was received because he doesnt have access to the company bank account.But this was solved and the customer was able to send payment to the same account.
  There is not justification to ask for a refund.we weren't late and nothing was damaged.We made our best effort to help him during the move as we explained in previous email (We've provided a discounted cubic feet rate, covering any excess cubic feet beyond the estimate at no additional charge to him. Weve covered 50% of the cost of the packing materials.The elevator fee, which is typically charged, has also been waived.)

  Customer response

  12/09/2024

   
  Complaint: 22509638
  
  Dear Better Business Bureau,
  Thank you for forwarding the most recent response from Coast to Coast Long Distance Moving Company, Inc. I am writing to reject their response, as it continues to sidestep accountability, fails to address the core issues, and misrepresents the facts of the situation.
  

  My Response to Their Claims
  

  Revised Estimate and Agreement to Charges:
  Coast to Coast claims that it is "totally legal" to revise the estimate onsite. While that may be legal, pressuring customers into accepting a significantly inflated price on moving day is unethical. I had no realistic choice but to agree, as my logistics were already set, and refusing would have left me stranded. The increase from $2,502.50 to $4,132.00a 65% hikewas never transparently justified, and no additional documentation was provided to explain the change.
  Coast to Coast's suggestion that I omitted items or provided inaccurate information is false and unsubstantiated. This excuse is an attempt to shift blame and avoid accountability for their predatory pricing tactics.
  

  Subcontracting Without Notification:
  The company acknowledges subcontracting my move to another carrier but brushes it off as "common practice." This does not excuse their failure to notify me or obtain my consent. I hired Coast to Coast, not an unknown third party. Subcontracting without informing the customer is deceptive and a breach of trust.
  

  Zelle Payment Issue:
  Coast to Coast dismisses the Zelle payment issue, claiming it was taken "out of context." The reality is that I was instructed by the driver to send payment to a different account because the office was "closed." This was unprofessional, disorganized, and concerning. While the payment issue was eventually resolved, the lack of transparency and the last-minute change caused unnecessary stress and raised serious doubts about the legitimacy of their payment process.
  

  Negligent and ************** My Elderly Father *** Forced to Help:
  Coast to Coast completely ignores the fact that their mover arrived alone, with no additional workers to assist. This left my elderly fathera senior citizenforced to help lift and move heavy furniture.
  This was not just unprofessional; it was reckless endangerment. Coast to Coasts negligence put my fathers health and safety at risk, which is inexcusable. For a professional moving company to fail to provide adequate manpower for a scheduled delivery is a glaring failure of service and a violation of basic customer care.
  

  Denial of Justification for a Refund:
  Coast to Coast insists that there is "no justification" for a refund because the move was timely and undamaged. This entirely misses the point.

  The issues are:
  

  Breach of Contract: They overcharged me by $1,629.50 compared to the written estimate, with no valid justification.
  

  Negligence: They failed to provide the promised service, forcing my family to take on physical labor that should have been handled by professionals.
  

  Deceptive Practices: They subcontracted my move without notice or consent and created confusion around payment methods.
  The discounts they reference (on cubic feet, packing materials, and elevator fees) were clearly minor concessions meant to distract from the larger failures. These discounts do not absolve them of their overcharge, negligence, or deceptive behavior.
  

  Requested Resolution: I stand by my demand for a refund of $1,629.50, representing the difference between the agreed-upon estimate and the inflated amount I was forced to pay. Their response remains insufficient, dismissive, and evasive. Coast to Coast has not taken responsibility for their clear breaches of contract, unnotified subcontracting, and negligent service. I urge the BBB to continue mediating this matter until a fair resolution is reached.

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

• Initial Complaint

  05/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Coast to Coast was supposed to deliver by 80 year old cousin's furniture to her retirement facility yesterday (5/2/23) between ****PM. They never showed up or even called, after she waited in the condo with no furniture for hours.We tried numerous times to reach the movers, to no avail.I was finally able to reach ***********************, my cousin's estimator (salesman) and he was rude, evasive and completely unhelpful. Told me that the moving truck had a mechanical issue and that the movers didn't call because they were "busy trying to secure their safety" and that they value human life above thier customers possessions. Mind you these are two big muscular guys who supposedly move furniture for a living.*** refused to tell me where the truck broke down, what was wrong with the truck, or when we may receive our furniture, and told me " would it matter if I told you the truck was in ******?".It's now been 24 hours and they seem to have cut off all contact with **. Meanwhile, my aunt is essentially homeless until her belongings arrive.What I want os for them to call me back and give ** a delivery date and an explanation for this horrible customer service. End result is sge needs to have. her belongings delivered ASAP.I can't get anyone there to even pick up the phone, let alone call me back. We are just in limbo here.**** **************.

  Business response

  05/03/2023

  I was trying to reach this customer by phone but no answer. This person is referring to another moving company that has a similar name as our company. We are located in ********** and we don't do deliveries to ************ and we don't even have a customer with this name. 

  This lady for sure booked through brokers because she mention a sales person  *********************** and we had many complaints in the past confusing our company with them.This company must be located on the east coast.

  Please figure it out because this complain affects my company

   

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

*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. ↩