WESTCHESTER, Ill. () — Customers of a west suburban moving company say their relocation costs ballooned far beyond the prices they were first quoted, leading some to file complaints with consumer protection agencies and regulators.
The company denies wrongdoing, arguing that customers were told estimates were subject to change and that, in some cases, movers encountered more belongings than had been originally reported.
Neva and Willie Brown said their estimate from Westchester-based Coffey Bros. Moving rose by several thousand dollars. Neva Brown said she was thorough when explaining what the move would involve during the estimate process.
“It was like the wind went right out of me,” Neva Brown said.
“I described everything I wanted them to do,” she said.
According to the Browns, their phone estimate was about $2,400 after they provided details about the items being moved. But once the movers arrived at their new home in Richton Park, they said the final charge had climbed to $11,400.
“They was getting ready to drive off from the house with our stuff unless I paid,” Willie Brown said.
Ethan Bariso of Norridge said he had a similar experience, with his initial phone estimate from Coffey Bros. Moving starting at $1,700 before increasing to $5,400.
Bariso was asked by the I-Team when the price changed.
“Only when I got to my current home,” Bariso responded.
Bariso said he paid the higher amount.
“Otherwise he was going to keep all my belongings in the truck,” he said.
Kenneth Coffey, owner of Coffey Bros. Moving, said both customers were not properly packed. He provided photos of the moves that he said supported that claim. Coffey also said the customers received preliminary estimates and were informed of higher prices at the beginning of the move because there were more items than originally estimated. The customers, however, said they were not told about higher costs until the end of their moves.
“We don’t do any work before revising an estimate and confirming that customer wants us to do the work,” Coffey said.
Coffey gave a similar response regarding complaints from three other consumers who contacted the I-Team. He also provided photos that he said showed customers were not properly packed.
The Better Business Bureau lists Coffey Bros. Moving as “Not Rated” because of a pattern of complaints. Steve Bernas of the Better Business Bureau of Chicago and Northern Illinois said consumers reported concerns about pricing changes during moves.
“They felt as though they were baited into a lower price only to be found there was a higher price during the move or when the items were loaded on the truck,” Bernas said.
According to the BBB, nearly 130 complaints were filed against the company over the last three years, the most among moving companies in the area. Coffey said those complaints represent about 6% of his customers. The BBB said the company responded to its alert by outlining steps it would take to reduce disputes involving estimates and final moving costs.
“So there’s nothing to be concerned about. We go above and beyond for every customer…and any anything that we may have missed in the past has been corrected,” Coffey said.
The company also told the BBB that customers with large moves would be informed about virtual video estimates.
“We offer those. If somebody opts for it, most of the time, they opt for in a phone estimate,” Coffey said.
Under the Freedom of Information Act, the I-Team obtained complaint data from the Illinois Commerce Commission. Since January 2024, there have been 69 complaints involving Coffey Bros. Moving. Of those, 45 mention alleged underestimates or overcharges. The company said those complaints represent about 3% of its business.
An I-Team review of the commission data found Coffey Bros. Moving had more complaints than other registered Chicagoland movers.
Amanda Cooper of Portage Park said she also experienced a pricing dispute during her move and alleged movers left her belongings exposed to rain.
“But then they said, ‘oh it’s a thousand dollars.’ It was like pulled out of the air,” Cooper said.
“And then it starts pouring rain. People are moving one box at a time, then, people stop moving. And I have people standing, just standing around and I go, ‘what’s going on?’ ‘Cus it’s raining and I’m like frantic. And then I go, ‘what’s going on?’ They go, no more moving until you pay,” she said.
Cooper said the company demanded payment through Zelle and that she paid in full. Coffey said she could have used a credit card and still owes a balance. He denied that her belongings were left in the rain and said the move presented logistical challenges.
“Ya, and there’s a lot of people that, that don’t prepare enough for moving,” Coffey responded.
Coffey said the company’s 20 years in business demonstrate its experience and commitment to customers. He said the company has recently received several five-star BBB reviews and that he is apologizing to customers who were unhappy while adding steps to improve communication.
Experts recommend obtaining estimates through video calls or in-person visits and paying with a credit card so charges can be disputed if necessary. Consumers can also file complaints with the Illinois Commerce Commission. Additional recommendations include obtaining three written estimates based on an in-home visit, being cautious of movers that provide only phone estimates or prices that appear too good to be true. Verify a mover’s physical address, license and complaint history through the Illinois Commerce Commission for in-state moves, and checking the U.S. Department of Transportation for interstate moves.
