Reply from Coastal Moving ServicesJul 10, 2025
We are genuinely sorry to hear that your experience did not meet expectations, and we appreciate you taking the time to share your concerns. While we understand your frustration, we do want to clarify several important details and provide full context regarding your file.
Once your concerns were brought to our attention, a manager took over your file directly to ensure that your case received the highest level of review and attention. Our customer service team worked diligently to advocate on your behalf, and it was that same department who escalated your case for further billing review and compensation. To say customer service was unhelpful is simply not reflective of the facts or the level of effort our team put in to support you.
Our internal records confirm that Daniel spoke with a representative about the original refund offer of $800, at which point he expressed additional concerns. Rather than closing the case there, your file was returned to billing for a second review, resulting in an increased refund offer of $1,000. Daniel acknowledged and appreciated the efforts made to resolve the situation and accepted the revised refund.
Furthermore, we must respectfully remind you that prior to receiving this refund, you signed a settlement agreement. This agreement clearly states:
"No further claims – Client agrees not to pursue any further claims against Business arising from the Dispute, except as provided in this Agreement."
This public review is in direct violation of that signed and binding agreement. We always strive to find fair and reasonable resolutions, and your settlement was reached after careful review and extended effort on our part.
We understand the moving process can be stressful, and we sincerely regret any confusion or frustration you experienced along the way. However, we stand by the efforts made by both our customer service and management teams to resolve this issue and provide a solution that you ultimately accepted in writing.
