Coastal Moving Group

I am submitting this to document my extremely poor experience with Coastal Moving Services and to warn others considering using this company. There has not been a single aspect of this process that has gone well. Moving is already a stressful experience, and this company turned it into an absolute nightmare.

The issues began immediately before pickup. The day prior, I was given a scheduled pickup window of 2–4 PM. However, the moving team arrived the following morning at 10 AM because, according to them, my move was their “last job for the day.” Unfortunately, I allowed the early arrival even though it disrupted my schedule. I work from home and did not have dedicated time set aside to supervise the entire move.

While the movers were finishing up, I was on a work call. They asked me to sign the paperwork, which I did so I could return to work. About thirty minutes later, when I was finally able to go downstairs to my basement, I discovered that they had left several items behind.

I immediately called the driver, who did not answer. I then contacted customer service and was told that I had gone “over on space” and that I had already signed off on the shipment. I reminded them that when I initially booked the move, I was told the space estimate was only an estimate and that if there were any overages, the cost would simply be adjusted accordingly. The items left behind were clearly not related to any space overage—they were simply forgotten.

After pushing the issue, customer service said they would see if the movers could return another day to collect the remaining items. The driver contacted me asking for a photo of the items left behind, which I sent immediately. No one ever followed up, and no time was scheduled for pickup.

Next, I was asked for the earliest possible delivery date for my shipment. I said Saturday, which they told me was the earliest available option. When Saturday came, no one contacted me. When I reached out to customer service, I discovered another major issue: Coastal Moving Services is only a broker, and the representatives I was speaking with had no visibility into where my belongings were or when they would arrive. They said they would have to contact the actual carrier and get back to me. They never did.

I called again on Sunday and received the same runaround with no clear answers. On Monday—a full week after pickup—I finally spoke with someone who claimed my belongings were in the local area and that they were working on scheduling delivery. I believed this was finally a straightforward update. Unfortunately, that turned out not to be the case.

Nearly another full week passed with no communication whatsoever. When I called again on Thursday, I was met with another unhelpful and arrogant customer service representative who proceeded to lecture me about their process. I was then told that it was “not practical” to expect delivery on the date they themselves suggested as the earliest possible option. Instead, I was told it could take two weeks or more.

As of my last update, my belongings have not even left my home state and are still sitting in their warehouse. I still do not have my items, and I have no clear timeline for when they will arrive.

This experience has been nothing short of atrocious. Coastal Moving Services was quick to take payment for the service, but after that, I was passed off to a customer service team that provides no real service, offers conflicting information, and has no ability to actually help. Each interaction leaves you feeling more helpless than the last.

I strongly urge anyone considering this company to stay far away. The lack of communication, accountability, transparency, and basic customer care has made this one of the worst service experiences I have ever encountered.

Move size: 2 Bedroom Home Service cost: $4000

I requested this company a moving service to the May 13th (20 days ago). They also require a huge amount of money as a deposit (almost 50% of total cost of moving). They claim you can only cancel the moving within 7 days from the moving date. They told me TWO DAYS prior my moving date that they are unable to move on the date requested (May 13th), meanwhile I requested the moving date 20 DAYS AGO. they said they only have the May 12 available, which is Mother’s Day. They claimed they will keep my security deposit and won’t refund me, even though they did that in bad faith. 

Move size: 1 Bedroom Home Service cost: $2000

Needed a moving company due to the sale of my mother’s home and having to put her in a nursing home so the stress was a lot. This company made the stress even worse and never once was I told that I had to pay money to the Movers that showed up. I paid $1350 on March 14. They called me the Friday before moving on a Sunday, April 13, told them about one piece of furniture that needed to go. I paid them an additional $375.99. I was called on Saturday and was told the movers would be there in between 9 AM and noon. They then called at 12:30 saying it would be in between 3 PM and 5 PM Never showed during that time. I got hung up on and no return call. Had someone else call on a different number they answered and showed up at 8:40 PM. Mind you my storage unit closed at 10pm. There were three of them that was speaking Spanish around me and told me I would have to pay them cash for moving items in the house based on cubic feet, in which I was not aware of. I was told I would pay the other half when the move was complete. I asked them to leave. They continued to stay parked out in front of my mother‘s home, After 9 o’clock at night.Threw trash in the middle of our street! They even got out and was playing in the street underneath the street lights after politely asking them to leave!! I called the company repeatedly. I received no callbacks the next day from a Christian that I talked to multiple times. I’ve since then disputed the two amounts and have not heard from them since!! horrible customer service, and people in general. I DO NOT RECOMMEND COASTAL MOVERS EVER!!

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Move size: 4 Bedroom Home Service cost: $5000

Coastal Moving Group was one of the many moving groups I contacted about moving from Fort Myers to Orlando. The sales representative was great and found me discounts to make the move cheaper than other movers. He even was able to get some of my large items scheduled for donation at no cost as it was to benefit the community. Those reasons alone are why this has earned two stars.

It was all downhill from there. We were told multiple different stories on how payment worked day-of. One story was only cash, money order, cashier’s check, or Zelle. Another story was Venmo being accepted at both pickup and drop off. Another was a combination of both.

Four days before the move, I was contacted via phone at 4:45pm while I was unavailable. This was to confirm the inventory list, which had changed since the initial quote. I also received a follow up text, which I replied to shortly after, indicating I was available the entire next day. I received no response. I then attempted to call and leave voicemails the next two days, until someone finally answered the night before the move, telling me it was too late to change anything.

Day-of (at 4:15pm) an enterprise truck showed up and another company that mainly spoke German came out to complete the move. They came inside and immediately sat down on my furniture (without asking), used my restroom that had just been cleaned, and began taking measurements. They also told me that it would be a large upcharge to take the furniture to donate. They then told me they wouldn’t help me take it to the dumpster either. One even asked me if they could keep it for themselves (which was the only way for them to take it out of the apartment).

They then told me the cost would be $1,200 more expensive (I had 15 boxes more than quoted) and asked me if I was okay with that. I told them I had no choice, but that I would call Coastal’s dispatcher to discuss it. No one answered, even though their documents list this number for day or communication. I called all other numbers I had, no one answered.

They moved the items to their truck, and they assured me they would complete the move that day, even though my ETA to the new home was 10:30pm. I arrived and moved items from my car. They showed up at 12am and struggled to pay as I didn’t realize that Zelle only allowed payments of $1K per 24 hours. They would not take Venmo. So I had to go find an ATM at 12am. They then rushed through the move of the items (I also rushed them as it was very late). They left furniture wrapped and cracked two dressers.

I called Coastal back the next business day and of course got a voicemail. I have not heard anything back.

Move size: 1 Bedroom Home Service cost: $2600

The first people that I spoke to on the phone were professional and helpful in getting my move in motion. They used S & A movers out of Hoboken, NJ who charged me an extra $600 because they had to down size the truck upon arrival to my new place even after I confirmed with the previous driver that the truck would fit in my apartment complex and confirmed this with the apartment management. They also broke my

Peloton that’s brand new. It was my favorite thing that I begged to please be gentle with and now it’s been almost 2 months I haven’t been able to use it because peloton finally figured out the problem. Forget filing a claim- they make it next to impossible. Don’t use this company! Also, there is a girl in customer service who is extremely belittling and just plain mean. The boy I spoke to mostly in customer service (I want to say his name is Jacob) was professional, nice, and understanding.

Move size: 2 Bedroom Home Service cost: $121000

Avoid this company, which trades under multiple names: Coastal Beginning LLC, USA Home Logistics, and Pack Men USA (MC 992460 / DOT 2936759). They orchestrated my interstate move and the experience was horrendous. They held my possessions hostage to extract additional payment, many items arrived damaged or missing, and absolutely no care was taken with any of my belongings. I was overcharged by more than $1,100 and subjected to false threats and intimidation in an attempt to bully me into paying more. Do not trust them and DO NOT USE THEM!

Move size: 4 Bedroom Home Service cost: $9800

My disappointment and upset cannot be overstated. I did my due diligence when searching for a mover of my stuff from storage in MA to NM. I specifically asked each company (7 in total) that they were the only company handling my things, because I didn't want to end up have to file claims /solve problems with more than one company. After asking Coastal several times about this, their agent absolutely lied and stated that the admin, movers, storage etc was their private company. Of course after the fact when the problems started I found out they are only an umbrella company. Had I known this I would have gone with someone else. There were also issues with when the truck was weighed and the actual weight of the goods.

I find it strange that a couple of movers can look at a load and state its exact weight at the moving location without doing a scale weight. then when the truck is weighed (not the same date and out of state) that the weight was exactly the same as the visual estimate to the pound.

There quote they provided was 50% of the total cost and was completely underestimated, leaving me agast at the final costs. They charged me a different rate (%=$0.75/lb ) for the weight overage and state they will only reimburse for lost goods at $0.10/lb) So I paid $375 for good that they lost and they will only reimburse for $50, and not the goods themselves.

The movers (Century Moving, NJ) lost 500 lbs of my stuff in the week that they had it after picking up and moving it into storage and then into another truck for delivery. Coastal has been unresponsive and Century isn't much better. Now I'm supposed to provide a comprehensive claim to a third party. I cannot even tell you want exactly was in many of the boxes and there is no way I can account for the clothing lost either.

I placed 2 calls about the missing goods within 10 days of the arrival. I was promised a call back. At 90 days, I called back again only to be told. the notes say they couldn't find my boxes. No one even attempted to call me. I've escalated this up the change of command, but I don't feel confident. Because of the handling of this, I may very well, dismiss arbitration and go right to an attorney in the family.

We purchased over 60 plastic bins for storage and moving knowing we needed the extra protection. Move than 2 dozen of these bins were broken beyond use or resell. Boxes and bins were crushed. I've had to spend over 15 hrs photographing and documenting the damage.

Do not use these movers unless you want to lose your things and have your stuff broken.

Dont feel taken care of at all. They lost my things, they overcharged me, they are unresponsive.

Move size: 2 Bedroom Home Service cost: $6163