Cita Van Lines Reviews 42

DO NOT USE THIS COMPANY! Oh, I already wrote a review on Google (which is below) which this company responded to and acted concerned. I wrote the review 7 months ago, and they are just now responding! DO NOT use this company. We finally got our items.. MONTHS late and so many things were damaged and broken. Expensive things, irreplaceable things. Will we get any money to replace them? NOPE! When I filed a claim, I was notified that their claims company had dropped them. I have contacted this company over and over to get answers on claims and arbitration which they are legally required to have. They stonewall me and refuse to answer. They won't take my calls. They won't respond to my email. We DID NOT even hire this company directly. We hired them through Safeship who refuses to take any accountability for their failure to vet this company well. Safeship has since also dropped this company.

Avoid Cita Van Lines. We paid extra for Guaranteed Delivery by June 21, and it is now mid-duly. Yet we still have no belongings, no assigned driver, and no delivery date in sight.
When we finally heard from Cita (once), they blamed Safe Ship and claimed they didn’t know about the Guaranteed Delivery. That excuse is unacceptable. They are the carrier, and they are responsible for delivering our household items. Since then, we have heard nothing. We were promised a call from the owner. It never came. Our follow-up calls and voicemails have gone unanswered.We were told Cita has done “nothing wrong” except miss the Guaranteed Delivery date, and that they now have 30 business days to deliver, even though we paid more to avoid exactly this situation. We were even told that if we picked up the items ourselves, we’d still owe Cita the full amount.
This has caused real harm to our family, including an ambulance trip, emergency medical bills, and the purchase of replacement furniture because my husband couldn’t sleep without our mattress due to a serious back issue. We also have young children, and this has made settling into our new home impossible.
Cita has shown a complete lack of professionalism, accountability, and compassion. We are filing formal complaints and exploring legal options. Do not use this company.

Nearly every piece of wood furniture had scratches (some deep), dents or scrapes. Some items were fairly well wrapped, others it did not appear they were wrapped at all. Many pieces have been moved several times without a scratch, not so anymore. Both ends of the trip, the truck did not arrive until evening- 7:15 or so.
Staff was very friendly.

Our move with Cita Van Lines and their subcontractor Stevens General Services was not a "bad move"—it was a two-month nightmare that ended with over $98,200 in stolen property and a felony police report. If this review prevents even one family from experiencing what we went through, it will be worth it.

The Hostage Situation:
The problems began immediately with no-shows. Once our goods were picked up, they were held hostage for 52 days. During this time, the owner, Ruslan Popusoi, and the driver, Julio Diaz, repeatedly tried to extort us for fraudulent fees that were explicitly listed as "$0.00" in our signed contract. When we refused to pay these extra fees, Ruslan threatened to auction our belongings. It was only after we filed complaints with the FMCSA and BBB that they even scheduled a delivery.

The "Delivery" and Theft:
The driver, Julio Diaz, arrived in the 53-foot truck he previously claimed wouldn't fit down our street—the entire basis for his initial $750 shuttle fee scam. Before unloading, he tried to force us to sign the final paperwork, which states that we sign only when delivery is complete and all of our belongings are accounted for. We signed "under protest."

As they unloaded, it became clear this was not a delivery; it was the aftermath of a robbery. They had systematically looted possessions of value.

Targeted Theft: They stole high-value items in large, clearly marked boxes: our 85" OLED TV, two e-bikes, a $30,000 set of custom speakers, and high-end audio equipment.

Evidence of Tampering: They cut the plastic wrap off our tool chest to steal all my DeWalt power tools and a collection of swords and knives, then re-wrapped it in black plastic to hide the tampering. They cut zip ties on sealed bins to rifle through them.

Systematic Looting: After stealing our e-bikes, they tore open a separate "bike stuff" box just to steal the chargers from the bottom. They picked through bins to steal game consoles, headphones, and network equipment.

Violations: They stole my prescribed medications from the bottom of a sealed bin, leaving the empty pill bottles behind. We also found other people's property (baby items, XXL clothing hangers) inside our taped-up boxes.

The Aftermath:
Julio presented us with a fake inventory sheet we had never seen, unloaded the remaining (mostly damaged) items into our garage—not into our house as contracted—and then left before we could sign any inventory list. We were left with a garage full of trashed belongings and a devastating list of what was stolen.

We have filed a police report for Felony Theft, Extortion, and Fraud with the Springdale, AR Police Department (Report # 2025-00058172) and are pursuing legal action in Florida where Cita is based, as per the contract.

This is not a legitimate business. This is a group of individuals who use the shield of a moving company to hold people's lives hostage and steal their property. Do not walk away from this company—RUN. Your belongings, your finances, and your peace of mind are not worth the risk.

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.

They upcharged me from day 1. I honestly felt hostage to this company. The broker "Metro-Hop" whom I believe to be scam artists, gave me 1 price. CITA arrives and upcharges me $1,400.00 and refused to let me take pictures of the "so called" space that was over 300 cu. When I called the broker, they had no other truck to send so I was forced to use this company. Let me explain. I'm a retired senior citizen with a heart issue and nobody there to help move my items. This company made me feel like they were holding me at gunpoint. They when they finally - 3+ weeks later - arrived with my stuff, they refused to unload until I signed for my stuff and paid them the balance due 'IN CASH'!!! Again, I was held hostage. Then - all the boxes were ripped and dented, and some had been opened and rifled through. My 60" tv was missing and when I asked where it was they claimed whoever loaded it didn't put it on the truck. When I asked about filing a claim their response was "read your paperwork". They apparently hired someone here locally to come help them unload. The guy arrived, pulled his shirt off, kept getting into my freezer to get ice and had to pull at his shorts constantly to keep them up. They threw my stuff on the ground. This company gauged me from day 1 and then lost/stole some of my items. They took advantage of a senior citizen and refused to even discuss a claim for the tv.

Each time I try to call them I get voicemail. They do NOT answer their phone!!! You will wait weeks (almost a month) to even get a response that your stuff is being loaded.

Oh & a week out, I called them. "Jonathon Dixon", the "supposed" foreman told me they had to fire "Mike", the guy who picked my stuff up and they were having trouble identifying what was mine. Fortunately I had taken pictures of everything. Jon asked me to send the pictures and while we were on the phone he said "oh here it is". Seriously? This company needs to be run out of business. They are scam artists. Run - don't walk away from this company!!! There is so much more to this but I have to try to figure out how to file a claim. I am reporting them and METROHOP to the Florida AG as well as the MO AG. What they did to me should be considered a crime. Taking advantage of a senior citizen is yet another "crime". METROHOP had also told me a different company was going to be moving me. Then this company shows up. If you want your belongings to actually arrive all in one piece, do NOT use this company and run like the wind away from Metrohop!

It was the worst Nightmare of My whole Life and the most traumatizing experience at every single step of the process from day 1 until delivery
Serious Of Lies and Worst Customer service

I got a quote at the beginning for 6992 $ then 1 week before the pick up Safe ship asked to increase the quote by 3500$ after tons fo negotiation we agreed to increase it by 750$ only
On Day of Pick up the Driver came and asked for 3000$ more for Pick up and calling bulky items ( 2 coushes and a Drum set which was already in the Quote from the beginning ) and after 4 hrs 17 min on the phone with safe ship and Cita Van Lines we agreed on extra 500$ only then they took the stuff in a 27 inch truck including 40 Large boxes and 30 small boxes, then on the Delivery They asked me to pay 1500$ more because they will deliver my stuff in 18 wheeler and the street cannot handle it so after 5 phone calls each one between 30 min to an hour we agreed on only extra 1000$ . On the Day of the Delivery was a Disaster Show, Very caiotic , my bed was broken costing 1500$ , The Drum set which I paid extra for is broken, and missing parts that costing 1000$, 3 coffee tables are damaged 500$, The bottom of Both Coushes are damaged, The delivery team Driver Jay and his people was very caiotic and ruined the walls of the house, and he refused to install the tables and said will refund me 100$ by Zelle to get someone else to do it and did not zelle me anything. On opening the boxes we found alot of Broken very Expensive Glass items was very well wrapped in Bubble wrapp and Written fragile on the Cartoon Boxes, Broken Frames, Missing 2 expensive mirrors and 7 small Heavy Boxes having very Expensive Medical and financial books worth 2000$.

DO NOT USE Cita Van Lines! RUN the other way!

This company is absolutely horrible. During my move, they damaged my dressers and stole my couch, which was part of a matching set with my loveseat. When I contacted them about the damage and the missing couch, they passed me off to their third-party claims company.

I spent nearly a full week completing the extensive claim paperwork, only to receive a response saying:

“We regret to inform you that we will no longer be processing your claim on behalf of your moving provider, as our service agreement with them has been terminated. Consequently, we are unable to proceed with your claim and must transfer it back to your carrier, who is responsible for its handling.”

Now, Cita Van Lines refuses to answer any calls. I honestly believe they have a system to screen and avoid certain callers. I’ve tried multiple times and still no response.

At this point, I’m out of a couch, my furniture is damaged, and there is zero accountability. This is completely unacceptable, but they clearly don’t care about their customers once they have your money.

STAY AWAY from this company. You’ll regret it.

They lied to me to overcharge me and then when I tell them their employees lied, they did nothing to alleviate the situation.
Originally, when I first called for an estimate and to request a move date well in advance, they said I was getting a great deal because I am scheduling it so early. They charged me 500 for the deposit and said it'd be another 1000 the day of move in. 500 when they pick up, 500 when they drop off. They said they will do this all on the same day, pick my items up, wrap what is necessary and drop it off, and take away any packaging they used.
I was told the price can change if I ended with more than what I stated. Not only did I not have more, but I had actually taken off a double full sized bunk bed, which would obviously save a lot of room. Well, they called me about a week before the pick up date and went back through all my belongings with me. I don't know the exact sqft of the chair in my dining room and the toy box my son has, etc. So, because we can't get an exact size for all my things, the lady says, I'm gonna go ahead and send out a bigger truck. We'll need an extra 200 for your deposit, but don't worry. Once they pick up, THEY WILL ONLY CHARGE HOW MUCH SPACE WAS USED AT THAT TIME. Not the size of the truck sent. Now of course I think that's weird, but that's not my business. I'm only worried about the fact that I have basically 3 rooms worth of stuff to move and only one bed. So that's very seldom compared to what I'm sure they typically see.
On the day of pick up, I basically took a quarter of the truck space. They not only tell me they don't charge by the space used, but by what truck size they bring, but that it's gonna be even more now because they have to cover my things with protective packaging. In the contract, that is just part of it. I'm not supposed to get charged for that, but I tell them just don't package it then. The only thing that I'd worry about is the TV and that'll only be 25 dollars. They said well my manager would be upset if we don't cause the liability. So, now I'm at 2000 dollars spent, they told me I could pay through ACH which is how I paid the deposit, but on the day of, of course, they told me no, you need cash or venmo. Well, I don't just have that kind of cash ready since it was last minute so venmo it is. Well, if I pay through venmo they charge a fee. So, now I'm paying even more at this point, it's just ridiculous. By the time they start loading my things, it's hours after they were supposed to be there, it's a Saturday and I was told they'd do pick up and delivery Saturday. The day of they tell me we'll deliver Sunday or Monday. Monday comes, no word. I call and they said we have 10 business days to deliver. Not one person ever told me that, I read through the contract so many times and that is nowhere in it. Now I'm in a whole different state across the country with my 8 year old and puppy with nothing but a roof over our heads, thank goodness for that, at least. I fight and argue and call and call and they will not do anything for me. They lied left and right, misinformed me, then they finally deliver my things on Friday. 6 days after they're supposed to. They lost the pieces to my bed and couldn't put it together. They broke a table leg of mine, they broke my grill, and lost a knob to that, one of the men helping was drunk, the other didn't speak a lick of English, and they told me they'd be at my house from 1-3. At 310 I had to reach out to find out he'd be late and he didn't show up until 8PM when I had to be at work in the morning. Then they refused to take any of the trash and almost didn't stage my items. I literally had to unwrap everything myself and force them to put everything where it went. Some I still just did myself. I then had to just throw the trash in their truck through all their arguments of there's no room. Please make it make sense that I just emptied a quarter of their truck with my belongings but there's no room for the trash they made me pay for to "keep my items safe" even though my stuff still came damaged. They finally took my trash and threw it in my apartment dumpster. Which is not appropriate either.

Adamantly would not recommend to anyone. We are missing thousands of dollars of dressers and furniture - not small items and they continue to drag their feet and tell me they’re looking for them, it’s been 2 weeks since our delivery. Scheduled pickup was 6/2/25, didn’t show until 6/4/25. Zero commitment from Cust Service on when they would show up after they missed original date. Two guys and a straight truck show up for a 2400 sqft house and large 3 car garage. They spent 2 more hours going to rent another truck and get packing materials and more boxes. They hired 3 local laborers to help, which I interrupted the lead guy and laborers arguing about pay 3 different times. Our home closed with the new owners the next morning, time was of the essence. Finished at 9pm that night, had to pay cleaners extra to come in after they left. Delivery date was 2 weeks after I scheduled, they told me 7 days was typical on the front side of delivery.. I have called them repeatedly, they say they will contact me but it doesn’t happen. Missing big furniture items, should easily be able to find but no word yet after 2 weeks. Lots of damaged items and they didn’t pack dresser contents in boxes as contract stated - left all contents in drawers and those missing as well. Terrible overall experience - and by them not responding to the recent negative reviews speaks volumes of their culture!

I have a long review but the basics of this one are super easy.
Contracted through Starline Van Lines, then Cita Van Lines was the moving company. On May 16 they showed up at 4 pm (read other comments and you will see a trend here) and the driver/"boss" of the other 2 was horrified at how much stuff we had. I'm not perfect but I thought I had given a reasonable estimate. I paid $1400 extra to get multiple things included in this move. All the while the guy is saying, "Don't tell them I asked for extra! Don't tell them I asked for extra!" and I was swearing on anybody's grave I know that I would not tell the company, I just needed to get through with this nightmare move.
On June 3 I called and gave the dispatcher an address. Our things were in "storage" .. and on June 13 I called again and the driver called me and said he's in Wyoming. He arrived on June 15, and things started coming into the house like crazy, although not in the right rooms, but that was fine. Then they leave in a whirlwind. I'm looking through piles of stuff like.. where is the living room lamp? Where is the end table? Just little things I bet I paid $50 each to have on that truck, now missing. They broke our reclining sofa, like one of the only things I cared so much about moving.
I asked Cita Van Lines via email where I can ask for coverage of the couch? And they give you a scammy looking website that has horrible reviews online.
I filed my little complaint, which I might get money for a lamp if they respond. But I know I won't be paid for my couch, and I ended up feeling so taken advantage of, which is probably the worst part.
Y'all, PLEASE watch out for these moving companies. They get away with all of this bad behavior because they know you're stressed out, and you just want your stuff. That's it. They prey on people during the most vulnerable times of their life, and they also know they very likely won't have to deal with you ever again!

Cita Van Lines is a joke. I used Movesafe Relocation who then brokered Cita Van Lines. Both companies are crooks. Cita showed up late and charged over two times what I was supposed to pay and they had to have their money first. On the receiving end I asked for delivery on the 7th but didn’t hear from them so I called and was advised my contract said delivery within 30 days! The driver only brought one small guy to help unload. Three pieces of furniture, two being antiques, were damaged and one is beyond repair. I did not receive everything that was put on the truck and my license plates were also stolen…actually the whole 80 qt container was missing.

If I could give zero stars I would. Everything about the move was a nightmare.

Starting with the pickup team playing trying to upcharge me for things already included in my contract, as well as saying I had far more cubic feet than my estimate, which was reviewed four times prior... then trying to work a shady under the table deal to just pay them less on the side of the written contract.

The moving team was inexperienced and careless. I watched as they snapped the leg off our our wood bed frame, then tried to cover it up. They tossed around fragile boxes, and almost dropped a whole stack off the raised lift gate. Just throwing stuff in the truck with no rhyme or reason.

The move was then delayed because the truck broke down, but they driver did not respond to his status for 4 days.

When our stuff finally arrived, our designer leather couches we ripped and punctured due to poor wrapping, our dresser was Hulk-smashed into pieces, and most of the boxes looked like they were Ace-Ventura-ed down the street. Most of the furniture pieces were scratched or damaged in some way.

Here's the worst part. They only delivered half of our inventory. Over $10k worth of our belongings, including personal keepsakes and photos that are irreplaceable. They have no idea where half a truck of stuff is and have been passing me off to clueless customer service people for 3 weeks who provide zero help, zero updates, and zero resolution. They customer service manager talks to me like I am somehow at fault, and they have yet to take any blame or responsibility for all of this.
The issue is still unresolved and despite them saying they will have a "resolution by end of day" multiple days in a row, I get no communication from them at all.

They were 6 hours late showing up. They packed glass carefully but unfortunately the glass items never arrived. Also missing hardware and one piece “bunkie” board for daybed. They transferred load to another company which is where things went wrong. There was no paperwork from Cita showing number of items (26). The 2nd company allowed me to look inside their trailer for missing items. I counted what came off their truck several times and items above sbsolutely missing. Glass pieces are tinted, beveled and polished edges, custom shaped for table tops. Now I have unusable tables and and j usable very expensive daybed. I should have called ANYONE ELSE other than Cita. Worst moving experience ever, and for merely 26 items (22 of which arrived at destination). Horrible service.

Wrong moving company ever! Please do yourself a favor and do not use them! They are liar and have no respect for customers and your items.
We discuss and agree several times the pickup and delevery date. They pickup one day late. The delay put us behind on our moving process. They make us sign a contrat in a hurry the morning of pickup with different termes that changed the delivery date (unknown to us). We received our moving truck 5 days later than we expected and discussed. Everytime we called they did not know where our truck was. Customer support was not listening us. During delivery, some boxes fall from the truck. We had several items broken. Now going thought the paintfull claim process in hope to get a little bit of money back..

I hired Native Van Lines for a move (see my review for Native), Native hired CITA Van Lines to complete the move.

I did have some issues with my move but CITA contacted me directly and we were able to resolve the issues and they offered a refund.

CITA took the time to reach out to me and discuss my concerns with me and made things right which I appreciate. This is also more than what the company I actually hired did as I received no contact from them but CITA did contact me to make things right.

Negative 5 stars! Better business bureau should revolk their membership immediately. The entire start from the owner down are lying con artists.Cita Van lines should be banned from moving anyone. The owner Ruslan puoplsan I’m calling him the Romanian nightmare. Reminds me of an evil villain from the John wick series. All about money at any costs.never ever use this company. Your deposit is non refundable there is no claims process for broken goods. They are completely anti veteran or military. I’m retired active duty army over 20yrs combat veteran. The Romanian Nightmare could give a shit less. Probably has Cold War hate in his blood from the USSR days. Spread the word. Worst moving company ever. They ignored me and lied to me pushed me into a no win corner for $9000 only filling one truck leaving over half of my house for me to move myself. They said they could move me for $5000. Lies lies lies. Worst move ever use U-Haul and move it yourself. Black list this company. I hope transportation offices nationwide see this to black list them from military use. Anti veteran anti American owner. Stay clear!

First off, they did not make anything clear or transparent about how they worked. When they showed up to pick up my son’s items they refused to take items that weren’t on the list and he had almost nothing to pack. The price for the little amount of items he had was outrageous. They did not communicate at all to us about delivery. They contracted out every part of the move, from one company that picked up the items, one company stored the items in a warehouse and then yet another company delivered the items 16 DAYS later. None of the people we talked to knew anything about the next company and couldn’t give us any info. Little to no communication, no updates, no timeline, we had to call each time to get any kind of response from them. Then they demanded an additional $500 because the semi couldn’t make it where my son’s apartment was and they had to rent a U-Haul in the city to deliver the items. Refused to give me a receipt, I had to take multiple pictures of the paperwork. I ended up going from staying 3 days to help my son get set up to 16 days in another city and state, sleeping on the floor with no furniture or kitchen items to even make food and live. They did not seem to care about how inconvenient it was that they were not forthcoming about how they ran their business and it was difficult to get a hold of them. Then in the end, my son ended up with a box of items that weren’t even his and seemed to be family heirlooms of another family. This was one of the worst experiences we have ever had. We ended up loading up our own vehicles to even move many of the items because of what they refused to take. Stay. Away. From. This. Company!!!!

Had to pay a deposit to reserve the movers. When the movers arrived was quoted $2000.+ More. The first deposit is non refundable, so now I am out $457. They scam you on quoting a lower price and wait for the movers to show up to tell you you have to pay more.

Payment was demanding upon pick up in full via zelle days ago and no one will tell me when my stuff will arrive.

Horrible experience! Pick up was decent, even though they arrived late and we had done most of the hard work for them. They were 2 weeks late with delivery. No one could give us an eta on delivery. No one would call us back or follow through on promises. Delivery driver arrived at 10:00 pm! Multiple items were damaged or destroyed. Driver laughed at me when I asked about the company covering damages.