Coach USA Moving and Storage
Main, Ashland, MA

Coach USA Moving and Storage Reviews

2.7 stars based on 98 reviews

Featured Comments:

• N

  Noelle Walker

  1.0

  Second edit: It has been almost a week and no one has reached out to me about my concerns (another lie). They also do not take my phone calls anymore. Do not trust them. I would like to edit my review to add that they are lying in their response to my review. Didn't hire a broker, there were specific dates in the contract I signed, not once did I say I would not be there to for delivery of my items, and NEVER NEVER did I ask for my furniture and clothes to be stored. That is a complete and utter lie. It is sad that this "professional" company does not have any sympathy for the customers it rips off. I cannot stress enough that this not true whatsoever. Do not hiring this company, they are unprofessional. My items were delivered late and damaged and some of my items I put in tubs are now missing. I was told a delivery date of August 18th and they did not deliver this until the end of September. I moved across the country for grad school and was sleeping on the floor for 6 weeks because of their lies. This company is a broker no matter what they tell you and they do not personally deliver the items to you. They hired a third party to deliver my furniture (who has very rude). They also hired a random people from craigslist to help the mover. They were supposed to put my furniture together and did not. They left pieces of my bed outside and did not tell me they were there. They were not going to bring my bed or dresser to my bedroom (even though I paid for this service). In the process of moving my stuff in they damaged the walls and broke a floor tile. Do not waste your money on this company unless you like to have 0 belongings, sleep on the floor and enjoy being ripped off :).

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  Response from the owner

  Based on the signed documentation we have on file, we do not know why Ms. Walker feels that Coach USA Moving had lied about anything relating to her move. All services were performed based on the Estimate she signed with a broker company she hired, and also on our Bill of Lading. We were transparent with our terms with no hidden clauses. We have a copy of Estimate # R8293341 Ms Walker signed with Vintage Van Lines dated 7/20/21, who is the moving broker she had hired. (Note: Coach USA is not affiliated with any moving brokers). We did not speak with Ms Walker until the day before her move on 8/8/21 simply to provide her with the arrival time of our movers, and only after we have thoroughly reviewed the Estimate sent to us by her broker to ensure our availability and acceptance of its terms and conditions. Coach USA Moving is NOT a broker. This is public information and must be disclosed to consumers. Paragraph #4 under Terms and Conditions of the estimate she signed with her broker explains that they are a broker. Please review Section 18 of the Bill of Lading in regards to use of agents/subcontractors for inter-state transportation. Vintage Van Lines estimate states “THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES,” which evidently they were completely truthful in disclosing there are no specific guaranteed delivery dates. On file, we also have our contract signed by Ms. Walker, requesting temporary storage from 8/8/2021 until 8/20/21 because she cannot accept delivery between those dates. Coach USA provides 30-days free storage and therefore we gladly accommodate Ms. Walker’s request. We spoke to Ms. Walker 15 times between 8/17/21 and 9/16/21 and had explained to her the delivery process each time, and which also was the same process provided to her at the time she booked her move with her broker (See broker's estimate R8293341). The Estimate sent to us by her broker and our Contract with Ms. Walker does not reflect a Premium Guaranteed Delivery service or an Exclusive Use of Truck with an actual specific Delivery Date for this Inter-State move. We believe that Ms. Walker has perceived her First Available Delivery Date as her actual delivery date in spite of us providing several different documents and emails explaining her estimated delivery window which begins from her FADD. If the broker company hired by Ms. Walker had a verbal agreement with her for a delivery service that was not written on the Estimate sent to us, then Coach USA Moving would have no knowledge of it. Coach USA Moving will not accept to service a move if we are not able to provide the services outlined on the Estimate. As stated in our previous response, we were not made aware of any issues at delivery but acknowledged by Ms. Walker’s signature that delivery was satisfactory. There was also no mention of damage to the floor or furniture. Given that these issues are brought to our attention more than 5 months after delivery, we urge Ms Walker to file a claim before her eligibility expires and all the necessary documents, information etc to validate her claim. We have also just emailed Ms. Walker with the same information on how to file a claim. We apologize for 2 small bed parts (pictures posted shows 2 pieces of part that appear to measure approximately 2” X 6”) that were accidentally left outside and Ms. Walker was not made aware. We have spoken to the driver who made the delivery but unfortunately due to the amount of time that this has passed, he was not able to validate or remember why any bedroom furniture was not placed in the bedroom. In instances when a delivery crew does not place furniture in the requested area is due to lack of access; for example a narrow stair-case or impassable passageway (Please see the General Agreement). If there is not enough space to reassemble furniture that we disassemble at the pick-up, we cannot provide reassembling service.

• E

  Erica Medina-Sturgeon

  1.0

  I’m tired of going back and forth with this company. They came in an enterprise vehicle. Kept our things and delivered them the very last possible day. They don’t give you updates through. 100% solid wood dining room chairs arrived in pieces. Even the people that delivered it said (and I quote) “dummies!! Who packs things like that!” The person in charge of picking up was so rude, didn’t take proper care of our belongings. We didn’t pick coach, we went through first national Van lines and they sold our company our contract. It was a disaster from beginning to end. I would not recommend coach. A couple of girls were nice (Vanessa and Britnee) but other than that, it was an absolute nightmare of a move. Oh! And we did submit a claim and are getting $66, for thousands of dollars lost. They wanted us to pay $1,000 deductible if we wanted mor coverage, which we were not aware of because the love was stressful enough with them. But our move was just shy of $10,000, you would think they would do better by their clients. Now they said I can present a dispute, but I’ve cried and been too stressed over this. I’m gona let it go. But BEWARE!!! don’t make the same mistake I did. Read reviewed before you hire!

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  Response from the owner

  We are very sorry for any inconvenience or misunderstanding that you may have had Erica. Please know that CoachUSA does their best to provide the best customer service that we can. We service our pick ups on Enterprise trucks that are leased not rented from Enterprise by Coach USA. Sorry if it wasn't clarified for you but this is our trucks and our crews who came out to pick you up. As for delivery we do our very best to deliver all of our customers on or as close as possible to their First Available Delivery date provided by the customer. You requested July 20th 2021 as your first available delivery date, going 1429 miles. The contract disclosed Standard Estimated delivery window (Business days): 1001-2000 miles: up to 16 business days from the customer's earliest delivery availability. This Estimated Window begins on the first available delivery date of July 20th 2021 provided by you. Unless an exclusive use of a moving truck for a specific delivery date was not purchased, then there is an estimated delivery window. This window is not a guaranteed delivery date nor window; it is an estimate of how long delivery can take, not guaranteed. Our records show several times we spoke to you verbally and through email explaining the delivery process and window to you and your husband. Upon pick up the Valuation Selections form was provided for you to choose from. Our record clearly shows that Option 2 was selected by you and your shipment was released to the company at the industry standard valuation of $0.60 PER POUND PER ARTICLE. As per company terms and conditions Liability of the carrier will be in accordance with the liability option you have selected at the time of the move. As we informed you in our conversation via email with you on October 19th 2021 you can email the claims company for an ONLINE DISPUTE LETTER REQUEST. You refused the dispute process when it was recommended to you. If you are not satisfied with the settlement offer please follow the instructions in the email from the claims company for an ONLINE DISPUTE LETTER REQUEST.

• A

  Ari L

  1.0

  Not professional movers, professional crooks. Their bussiness is not focused around moving, theyre about taking your stuff hostage and making up fees on fees so you have to pay thousands of dollars to get your stuff back. They laughed as they rolled and dumped our stuff off without a shred of care. My dog's ashes, all of my furniture, porcelain figure collection, everything I own just completely destroyed... Truly, I am heartbroken. Additionally, they were supposed to assemble furniture and did not. I am also missing a box and have four that are not mine (a bunch of crafting supplies if someone is missing it).

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  Response from the owner

  Coach USA has received a review by this person who was never a customer of Coach USA Moving. This review has been flagged as inappropriate.

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