Coastal Moving Services

Business response:

We regret to hear that your experience has left you disappointed and we want to address your concerns directly. At booking, your estimate reflected an inventory of 35 items with an estimated 367 cubic feet reserved. On the day of pickup, our team recorded and collected 72 items, nearly double the original list, requiring an additional ****************************************************************************************************** items not included on your original inventory.Regarding delivery, your pickup documents re... read more

Business response:

We want to thank you for your feedback and take the opportunity to clarify the details of your file. On 07/26, when booking services, you were provided and signed a moving estimate that clearly explains throughout that Coastal Moving Services operates as a licensed moving broker and not a motor carrier, along with our role in your move. Additionally, on 08/29 you were emailed our Important Details and Payment Options document, which specifically outlined the carrier assigned to service your relocation and the accepted forms ... read more

Business response:

We are sorry to hear about the frustrations you experienced during your move. Your initial estimate was based on the inventory provided, and as noted in the estimate, any added or bulky items required additional space and charges. ****** times are confirmed the day prior to avoid last-minute carrier changes, and the paperwork also advises not to schedule closings or appointments during the pickup window. We regret the delay you encountered and agree communication should have been better.While our services and the carriers we... read more

Business response:

We are sorry to hear about your experience. As outlined in our documentation, estimates are based on the inventory provided and standard item sizes, with final charges determined onsite once the carrier physically assesses the items. Space can vary due to bulky or non-stackable pieces and federal loading regulations, which may explain differences from a self-loaded U-Haul. We regret if this was not made clear and that the process left you dissatisfied. 

Business response:

We appreciate you taking the time to provide your feedback about your recent move. While we are glad to hear that the subcontracted carrier performed the services well, we also want to clarify the role Coastal Moving Services plays in the process.As disclosed in your estimate, Coastal is a licensed moving broker, not the motor carrier. Our responsibility is to provide you with an initial estimate based on the inventory you provide, coordinate your move, assign a licensed and insured carrier, and guide you through the process... read more

Business response:

We are sorry to hear about your experience and the frustration it caused. As explained in our documentation, Coastal Moving Services is a booking agent that provides estimated pricing based on the inventory communicated to us, with final charges determined onsite by the carrier after assessing the actual items and services required. Delivery timelines, space needs, and service adjustments can vary depending on the size, bulk, and logistics of the move.We regret that your experience did not meet expectations and will review y... read more

Business response:

We are sorry to hear about the frustration you experienced during your move and want to address your concerns directly. At the time of booking, our estimates are created based on the inventory and measurements communicated to us over the phone. This estimate secures a space reservation at a set cubic footage and corresponding cost. However, as explained in our documentation, the final charges are determined by the carrier at pick up, once the movers are able to physically assess the actual size, volume, and loading requireme... read more

Business response:

We appreciate the opportunity to respond to the concerns youve raised regarding the move booked by *********. We understand how frustrating this experience has been for you, and we want to carefully clarify the details and address the issues mentioned.On 05/05, ********* booked services with our company for a move scheduled to take place on 8/28/3. At booking, she provided an inventory of 34 items, which reserved an estimated 340 cubic feet of space. A few days prior to pickup, this was revised to reflect 47 items, increasin... read more

Business response:

We are sorry to hear about your experience. As noted in our documentation, we are a booking agent and coordinate with licensed carriers who handle the physical move. Delivery timeframes are estimated from your First Available Delivery Date, and final charges are determined onsite if additional space or services are required. We regret that communication fell short and that the process caused you frustration.