Cita Van Lines Inc

Cita failed to comply with multiple federal regulations specifically designed to protect consumers from scammers. Below I have provided bulleted summaries of my experience.

• Federal law requires that a moving company provide the booklet “Your Rights and Responsibilities When You Move” and the brochure “Ready to Move.” Cita conveniently failed to provide either of these.

• Federal regulations require the Bill of Lading to be signed 3 days prior to the move. I received it on pick-up day, and was told to sign a bunch of forms without being told what I was signing or given the opportunity to read and understand what I was agreeing to. I was under the impression I was only signing an estimate increase.

• Cita charged by volume instead of weight (easier to manipulate and harder to verify). On the day of the move, they falsely claimed that I had too much stuff and increased the broker estimate of 450cf to 595cf. After delivery, I measured all of my boxes and bins generously to avoid under-estimating, and came to 330cf, just over half of Cita’s estimate. I was charged a $2300 fee for this significant over-estimate (which I’ve since learned is not a reputable practice). The combination of this bogus fee and the surplus 265cf resulted in an over-charge of $3492.50.

• I booked my move a month in advance based on Metro Hop’s verbal promise of a 3-5 day delivery window. The contract, however, had a 30 business day (6 week) delivery window built into it, which was never disclosed to me. It ultimately took 27 days for my belongings to arrive, causing significant additional personal cost and lost wages.

• Cita communication is TERRIBLE. On pick-up day, the driver knew of my 3-5 day delivery expectation and failed to disclose the 30 day window in my contract. It wasn’t until I called 3 days later that I learned I had been misinformed. At that point, I was told that standard delivery was 7-14 days. Calls often went unanswered or straight to voicemail which were never returned. At one point I was told a driver had been assigned, only to be told after a week of calls going straight to voicemail, that a driver had in fact NOT been assigned. It was only after the 7-14 day window had passed that I was informed of the 30 day delivery window on my contract. They could not tell me why I had been told 7-14 days.

• Cita tricked me into signing away adequate liability coverage for my belongings by omitting verbiage, required by federal regulations, from their estimate form to notify clients of coverage options. Instead, the liability form was hidden amidst multiple papers I was told to sign without any explanation. On that particular form I was specifically told to sign on the line waiving full value protection, without being alerted to the the second option for full protection.

• On delivery, multiple boxes and bins, including those labeled as fragile, were caved in, crushed, or upside down, as if they’d been aggressively thrown around. Loose items that had been wrapped in moving blankets had no identification on them, requiring me to unwrap them and confirm they were mine.

Instead of the 2 TV boxes I was charged for, my TVs were wrapped in a moving blanket with a piece of cardboard taped over the front. As a result of this inadequate protection, my 50” smart TV was cracked in multiple places. Other major damage and missing items included multiple holes and rips in my mattress, a broken plate I got from my dad, and a missing luxury desk chair. My most valued possession, a drawing done by my late father, was nearly lost as well until I noticed it was missing and was able to locate the box on the truck.

• Upon delivery, they did not accept all forms of payment that were outlined in my contract, and refused delivery unless I used the 2 forms of payment they accepted. This cost me an additional fee to transfer the funds from the form I’d intended to use, to the one they accepted. Why is it that I’m forced to adhere to the contract, but the movers aren’t?

• My initial contract included a flight of stairs. At delivery, the mover showed me where Cita had, without my knowledge, changed the wording so that 7 steps = 1 flight, so that moving anything beyond the first level was an additional charge.

In summary, Cita charged me over $4,000 (not including costs incurred from unexpected delay, lost wages, and lost/damaged belongings) to hold my belongings hostage for a month, and do the bare minimum in moving them out of and into my home. This was not a service, this was theft, pure and simple, confirmed by their failure to comply with federal regulations.

Move size: 2 Bedroom Home Service cost: $4700

Moved from NE to TX. The movers showed up with a different quote than what we had most recently so we and the movers sat around for an hour and a half waiting for a response from their manager (who was asleep we found out) to go forward with the move. The movers themselves were nice, patient and moved my stuff relatively quickly and safely so kudos to the guys doing the ACTUAL job.

The problems only started there. The delivery time was supposed to be 2-4 days, turned up being 7 days. They said early on multiple times they would give me a 48 hour notice of a move in window (date and time). I then called EVERY DAY to see if they have an update so I can be sure to be there for the move in and oversee damages and let them in. They never had a delivery date and time and by the time they gave me one it was 1230pm the day before for a 9am delivery. I was still in NE waiting to hear back from them so I can drive down with my family and prepare for move in (rather than spending hundreds a night in a hotel). I called them immediately and eventually they told me that they would be able to delay the delivery to the following day, so we decided the next day to drive out of state to be there the morning of the move with keys in hand.

Then the REAL problems started. On the drive down they called me asking me to let them in because they were outside the apartment at 1030am. I had to pull off the road and go back and forth for AN HOUR with their undertrained and careless manager. She was extremely disrespectful, talked over me and kept saying there is nothing she can do (Mind you I was very calm and trying to work it out but she was trying her best to escalate emotions and panic). SHe said I pay a $650 delay fee or they movers will drop my items in storage nearby. WTF!?

I called my TX location and the owner there was kind enough to assist and let the movers in and show them where to go. That being said, the movers were then looking to move our items in while it was raining. Then, since I was not on site to pay the movers directly I had to pay remotely which was a hassle itself but eventually got it out and the movers moved in.

When I arrived, I noticed that ALL the furniture that was taken down to be moved and PROMISED to be reassembled on site.... NONE of it was reassembled. My best guess is I wasn't there to help them locate the screws and bolts that the previous movers taped around the different disassembled furniture. I could understand that if we werent there and they didnt know where the items were to reassemble that they would avoid it, but they NEVER called, texted, or asked me directly where it was to reassemble.

Lastly, without giving away too much information, I overpaid the movers and when I requested a return of the separate overpayment they had the audacity to give me the run around for over a week and then at the end state that they never got it. I had to then issue a legal challenge and BAM my money was returned in a few days. Worst experience moving ever. Would absolutely stay away NO MATTER WHAT. If you go through a broker or third party mover, ask their delivery and if CITA comes up, you should stop right there and find someone else.

Move size: 1 Bedroom Home Service cost: $5000

I have filed a complaint w the BBB. My things took 10 days to go from tenn to fl. I was over charged and noone knows why or an explain the reason. All the things I had gotten cause my mom passed a few wks b4 the move is all damaged, broken or useless. Your company has given me emotional stress on top of everything. The boxes were all smashed they lost some of my things, I have other people's boxes. Glass and block soot is on e erything. All my plastic 3 or 4 drawer organizer are smashed, the lids ruined, tore open or smashed. I have every pic of every item that your company has destroyed. I have filed a complaint w your co as well as the BBB. I want reimbursement for damages refund of what I've paid, and for the emotional stress I have been in since the 1st day. I keep opening boxes and keep funding more things broken, I filed a claim and noone has called to fix this issue.

Move size: 2 Bedroom Home Service cost: $3149

We moved from Nebraska to Arizona. I was working with a different company and gave that company an inventory list of what needed moved and also did a video walk through going room to room explaining what stays and what goes. We were not moving much furniture. Mostly boxes, a few dressers, desk, super light table, 2 queen size beds. I received a quote of $3,500. I said ok and signed a contract and paid half up front. I did not realize the company I was dealing with was going to subcontract with this horrible company Cita! The day they were supposed to come the kept texting me saying the were running late. I explained to them my mom unexpectedly passed away and I absolutely had to get on the road but I left a copy of the inventory list and instructions. The said ok and several hours later I get a text from them saying the price of the move is going to be an additional $10,000 on top of the $3,500 contract amount! I questioned this and said I don’t have that kind of money! I am on my way to make funeral arrangements for my mom and you guys pull this!? They wanted me to Venmo $7,000 to his personal account right away. I explained over and over I didn’t have the money I was quoted $3,500. He said that was just an estimate and subject to change. I signed a contract for the $3,500! I understand amounts may vary a bit like $500 but not $10,000! The refused to give my deposit back. They left without moving a thing. They would not return my calls or texts! Finally the original company I contracted with called me and called them and said they will go over and move some boxes but that’s it because they want more money! This is the worst company ever! The kept calling and texting me demanding I venmo money to them right away while I was at the funeral home making funeral arrangements for my mother! The original company I contracted with isnt any better. They should make this right instead of avoiding me!

Move size: 2 Bedroom Home Service cost: $14000

Moved from KS to OH on 9.27.2023 PACK MEN USA was their ""go between" the quote I received from PACK MEN USA was totally inaccurate and I had to pay more money. They arrived in OHIO using a company they hired called EMPIRE to deliver the boxes and furniture, with ONE driver to deliver boxes and furniture. Driver tried to solicit people off the street to help him unload. I put in calls to Jennifer at CITA with no call backs on why delivery was so horrible. . I ended up helping with delivery on this furniture. PACK MEN states I need to file complaint with CITA. PACK MEN USA will not take responsibility for any of this horrible service. I was charged 2700.00 for a move that started at 1900.00 and I had to help with the delivery. I need some of my money back. CITY AND PACK MEN USA ARE BOTH SCAMMERS. BUYER BEWARE OF THESE COMPANIES!!

Move size: 1 Bedroom Home Service cost: $2700

DO NOT USE. They arrived at 5:15 on Saturday, Sept. 2. The window I was given for moving was the 48 hours from 9/1 - 9/2. They said they'd be there between 10-2. I called at 12:30 and 1:30. No updates, I was hung up on twice. When he arrived he said we had 1,000 sq ft of items, quoted at $8000. I signed and paid $3,000 for deposit. The quote went up two more times due to Sq. Ft. I left at 10 pm because I was tired. They claim they packed til 3 am. They called at 7 am and said we needed to come back to pay them more. Now the quote is $13,000, after they finished loading the van. When we arrived we found half the kitchen unpacked, stuff everywhere, garbage everywhere our closets were not packed. We had to clean and finish packing. I couldn’t pay them the extra $2k he asked for bc Zelle has a spending limit of $3,000. They apologized and left. We had to dispose of multiple pieces of furniture and items that didn't fit in our car that they left because they were late for another job. They ended up discounting us $400 out of a $13,000+ bill, which doesn't even cover the cost of the furniture, unpacked kitchen items. They moved us out a day late. We had to pay for an extra night of child care and book a hotel for a night. Unacceptable.

Move size: 3 Bedroom Home Service cost: $13000

Coastal Movers and CITA Van Lines are to companies you don’t want to do business with! We signed a contract with Coastal Movers in end of May to move our belongings from Dallas, TX to Corpus Christi, TX for 2,179.50 with a 1,000.00 Deposit. CITA Van Line shows up June 2nd and starts writing a new contract for all most 7,000.00, with no explanation. Trying to reach Coastal Movers was a waste of time as no one would answer the phone. By the time I caught on as to what was going on I lost almost 5,000.00 and still have no belongings. Contacted a lawyer and trying to sue for our belongings and money back is now costing even more money.

Move size: 1 Bedroom Home Service cost: $6500

I recently hired Cita Van Lines Inc to move my furniture from Missouri to Washington, and it was an absolute nightmare. From start to finish, this company displayed nothing but incompetence and rudeness. Many of my items arrived damaged, and they completely failed to assemble anything they disassembled at the time of pick-up, despite this being a clear stipulation in our contract.

The customer service was atrocious—rude, dismissive, and utterly unprofessional. The manager was no better, displaying a shocking lack of accountability and courtesy. To make matters worse, they blocked my phone number when I tried to follow up on the compensation they owe me for the damaged items. This is not just poor service; it's outright fraud.

I have already filed a complaint against them with the USDOT (FMCSA). I strongly urge anyone considering this company to look elsewhere. They are irresponsible, dishonest, and a complete disgrace to the moving industry. Avoid them at all costs!

Move size: 2 Bedroom Home Service cost: $5000