31 Aug 2025 · MoveAdvisor
1.0 out of 51.0
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.
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