Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/14/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see documenting items for greater detail on the situation, and Yelp for the full review, which did not fit into the characters allowed for this summary. I have additional photos of damaged boxes as well. This company destroyed or "lost" several irreplaceable items. Yelp Review:Aug 5, 2024 I regret I had an awful experience with these movers. Multiple boxes and items were damaged or destroyed, and other items were stolen / not delivered. The company is not making any attempt to recover my missing items, which included expensive electronic items I watched them pack, as well as photo albums from 80 yrs. of life that cannot be replaced.The company promised and did not deliver on many things, including representatives delivering my goods who were able to communicate effectively and would be dressed in company uniform. After pleading with the company to at least make an effort to locate the photo albums I paid them to deliver, I am left with no other choice but to inform as many of their potential customers as possible of their totally awful service and failure to make good on their business promises. At the least, if they cannot recover my lost goods, I am at least entitled to an explanation for what happened to them, given they were under contract to deliver the goods, and only partially did so, in a completely different condition then stated in the contract. To date, the only explanation I have been offered from the company is the suggestion I have not unpacked all of my items (after confirming with them in an email chain more then once that all of my items have been unpacked) is that they are "sorry my move was less than perfect." Very telling that the most recent reviews here also corroborate with my experience. This is a very different story then the BBB rating on their website, not the mention the customer reviews they have on their website. Please be aware of the very real dangers of doing business with this company.

  

  Business Response

  Date: 09/11/2024

  Thank you for your continued communication regarding the missing items from your recent move. I genuinely understand how distressing it is to be without valuable and irreplaceable items, especially those that hold sentimental value like photo albums.
  As you know, our team has been working diligently to locate your missing belongings. We have taken the following steps in our search:
  1.Contacted all customers associated with the shipment, including those before and after your offload.
  2.Conducted a thorough search of our warehouse and reviewed all available options.
  3.Reached out to other customers who might have inadvertently received your items.
  Despite these efforts, we have not been able to locate the missing items. Unfortunately, this situation, while rare, can occur in the moving industry. Its possible that the items were either not packed or were accidentally delivered to another location where they remain unaccounted for.
  I understand that this is not the outcome you were hoping for, and I sincerely apologize for the inconvenience and distress this has caused you. As a gesture of goodwill and in recognition of the situation, we would like to offer you a compensation of $200. Additionally, I want to remind you that, based on your selected valuation protection of $0.60 per pound per article, you are more than welcome to pursue a formal claim as well.
  While the compensation offered cannot replace the sentimental value of your lost items, we hope it can serve as a small token of our apology and appreciation for your patience during this process.
  Please know that we take your feedback seriously, and your experience is not reflective of the standard of service we strive to provide. I would also like to offer a follow-up conversation to discuss any further actions we can take, as we do value your business and satisfaction.
  Again, I apologize for the inconvenience this has caused, and I appreciate your understanding as we work through this.

  Customer Answer

  Date: 09/18/2024

  I am rejecting this response because:

  Given the extensive loss/ disappearance of my property, property that I would like to remind A2B Moving and Storage they were under contract to deliver, the $200 is not a sufficient "gesture of goodwill"* /remediation for my losses.  

  I would be willing to consider an offer of $2,000.00 for the numerous items A2B Storage failed to deliver to my home, in addition to the damage done to multiple boxes and items delivered, which I they have several photos from me substantiating.  What is more, when reviewing the moving company's response to my BBB complaint, they have suggested several things that are not accurate, accordingly to my complaint:

  
   - the company begins there defense with "As you know," when the reality is that they have not kept in contact with me at all concerning the progress of their search for my items, so how would I know of any results?  

  
  - in response to my request they locate my items, including a media cabinet drawer of electronics I watched their movers pack and secure (containing an expensive Alexa **** show, DVD player, and multiple dvds, the company suggests "the items were either not packed or were delivered to another location where they remain unaccounted for."  What location would that be, and why will they not take responsibility for identifying that location?  The fact is that I paid this company to ensure my items would never be "unaccounted for," and not suggest it is my fault when they fail to deliver on what they are under contract to do for me.

  
  I have provided ample evidence of my losses, as well as the damage done to the boxes and items this company did deliver.  I am sorry the company feels suggesting I am mistaken and offering only $200 for their negligence and failure to uphold their contract is any kind of resolution.  The company has also offered me "a follow-up conversation to discuss any further actions" they can take, and I am baffled by what those "actions" might be and why would they not want BBB to know of any intended actions to make things right?  Why are they requesting a private conversation with a customer they have treated with such low regard and dismissal?  I have come to BBB to help with an acceptable solution due to the total negligence, theft, and lack of sufficient follow up from A2B Moving and Storage in my dealings with them to date.  It is shocking to me that they would think requesting any kind of private conversation with me is appropriate or safe for me to enter into at this time,after they have had MONTHS to make things right, make an attempt to communicate with me and deliver my missing items.

  *As included in A2B Moving and Storage response to my complaint.

  
  

  

  Business Response

  Date: 10/04/2024

  Thank you for your response and for sharing your concerns with us. We genuinely understand the disappointment and frustration youve experienced due to the missing and damaged items from your move. I want to assure you that we take your feedback seriously and are committed to addressing these matters in a transparent and respectful manner.
  We apologize for any confusion or frustration caused by our communication, and we regret that you feel we havent been proactive enough in keeping you informed throughout the process. I will clarify a few key points and respond to your requests.
  Communication and Search Efforts:
  We understand your concern regarding our communication efforts. While our team has been diligently working to locate your missing items, it appears that we may not have conveyed this process as effectively as we should have. I sincerely apologize if this left you feeling uninformed. It was certainly not our intention to suggest that any part of this situation was your fault. Our statement about the possibility of items being delivered to another location was meant to provide context for why some belongings may remain unaccounted for despite our efforts to locate them.
  Valuation and Compensation:
  Regarding the compensation offer, we acknowledge that your selected valuation protection was $0.60 per pound per article. However, as a gesture of goodwill, we extended the offer of $200 to acknowledge the inconvenience and distress this situation has caused. We understand that this amount does not reflect the emotional and material value of the items, which is why we encourage you to pursue a formal claim as per the valuation policy agreed upon.
  Your request for $2,000 in compensation has been noted. We will need to further review the photos and documentation you have submitted in relation to the missing and damaged items to determine a more appropriate resolution. As this situation involves complex factors, including the valuation protection you selected, we will continue to work with you and the BBB to find a fair outcome.
  Next Steps:
  We would be more than willing to continue our discussions directly with the BBB's involvement to ensure transparency and clarity for all parties. Please rest assured that any actions we take will be shared openly with you and the BBB.
  Once again, we sincerely apologize for the challenges youve faced during this process. Our priority is to resolve this in a way that reflects both the facts of the situation and the responsibility we have to you as our valued customer. We appreciate your patience and look forward to resolving this matter as soon as possible.
  Sincerely,
  A2B Moving and Storage

  Customer Answer

  Date: 10/13/2024

  I am rejecting this response because:  Please see attached letter.  Thank you.  
  

• Initial Complaint

  Date:06/15/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A2B Storage and Moving lost 12 of my boxes (around 18% of the total boxes). These boxes were not marked as lost at the time of delivery as the delivery was late in the evening - and on the last possible day of the delivery window - and as I went to account for all of the boxes against our personal manifest, the driver said I had 30 days to ensure all of my property was delivered/not damaged. We had a 4 bedroom house worth of stuff, 64 boxes + furniture) so it wasn't at all obvious that things were missing.Fast forward to today, I filed a claim with the 3rd party in which A2B does business and since the boxes were not marked as lost/stolen at the time of delivery, I was not made whole. I find it hard to believe that 12 boxes were lost forever (misplaced, sure) but I see no financial incentive for the company to return them when they don't need to pay out for any losses and they already have my money in hand.

  

  Business Response

  Date: 07/04/2024

  Dear  *******************************,
  
  Thank you for bringing to our attention the unfortunate loss of 12 boxes during your recent move with A2B Storage and Moving. We understand the frustration and inconvenience this has caused and are committed to resolving this matter promptly.
  
  We sincerely apologize for the mishap that occurred during the evening delivery and for the subsequent discovery of missing boxes. Handling our customers' belongings with care is our utmost priority, and we deeply regret that this situation occurred.
  
  At A2B Moving and Storage, ensuring customer satisfaction and loyalty is central to our mission. We strive to maintain a reputation that fosters long-term relationships with our valued customers.
  
  Regarding the resolution provided by our claims department, we understand the steps taken. However, we acknowledge your concern and are keen to explore alternative solutions to ensure your satisfaction.
  
  We recognize that the late delivery time may have contributed to the delay in identifying the missing boxes. Rest assured, we take all claims seriously and are committed to working diligently to reach a fair resolution.
  
  To assist us in processing your claim promptly, we kindly request your cooperation in providing a detailed list of items contained in the lost boxes. This information will greatly aid us in accurately assessing the situation and determining appropriate compensation.
  
  Once we receive the requested information, we will promptly review your claim and communicate the next steps. Our goal is to ensure that you are fairly compensated for your loss and that we resolve this matter to your satisfaction.
  
  Thank you for your understanding and cooperation throughout this process. We look forward to resolving this issue with you as swiftly as possible.

  Customer Answer

  Date: 07/09/2024

  Appreciate the thoughtful response. I logged all of our missing boxes and their accompanying items with your 3rd party dispute resolution service (movingclaims.net). Can you request the necessary items from them using my information and/or CLAIM ID.: C ******?

  

  Business Response

  Date: 07/30/2024

  Tell us why hereDear *******************************,
  Thank you for your prompt response and for logging the details of the missing boxes with MovingClaims.net.
  To proceed efficiently and avoid any discrepancies, could you please provide a detailed list of the items that were in the missing boxes directly to us? This information will help us accurately assess your claim and expedite the resolution process.
  Once we receive the list, we will move forward with the appropriate steps to resolve this matter to your satisfaction.
  Thank you for your cooperation and understanding....

  Customer Answer

  Date: 08/04/2024

  List of items are attached.
  

  

  Business Response

  Date: 08/16/2024

  We sincerely apologize for the inconvenience and frustration caused by the missing boxes during your delivery.
  After carefully reviewing the list of items you provided, we understand the value and importance of what was lost. To resolve this matter promptly and fairly, we are willing to offer you a reimbursement of $400. We believe this amount fairly reflects the value of the items based on the information you provided.
  Please let us know how we can proceed with processing the reimbursement immediately. Should you have any further concerns or need additional assistance, please dont hesitate to contact us.
  Once again, we apologize for the inconvenience and appreciate your understanding and cooperation.

  Customer Answer

  Date: 08/22/2024

  I am rejecting this response because this doesn't include the broken desk. See the attachments for proof on the contract as well as the broken desk itself. How about $500?
  

• Initial Complaint

  Date:03/18/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company makes promises it can't keep to get customers to sign for high-priced moves. They guaranteed me a specific weekend delivery for an extra fee, and I had them pick up my things one month before to accommodate their timeline. They ultimately delivered over two weeks after the guaranteed weekend. I was lied to repeatedly about why they were late (I finally learned it was more profitable for the owner if they took other jobs and so they didnt prioritize delivering my things and didnt notify me until the weekend of delivery when I started to call asking for an ETA). On pick-up, the large items I asked not to pack were packed nonetheless, and then I had to leave behind other furniture or pay additional square footage. The delivery movers badly sullied a very high-end mattress and left dirty saran wrap and packing trash on top of my furniture when they left. They also lied to me about how it happened, claiming my things had been in a warehouse open to the environment, even though I literally watched them do it themselves.

  

  Business Response

  Date: 03/21/2024

  Hello, everyone.
  We really were not able to deliver within guaranteed delivery window(march 1-3) due to multiple delays in a process of logistics happened. Truck was in ************* on March 11th, but customer was not able to accept delivery and we had to unload it to storage and redeliver at no charge about a week later, customer was returned expedited delivery fee of $750.00 (delivery balance collected was $1,326.00 instead of $2,076.00 by the contract), customer forgot to mention it for some reason.

  Pick up volume part of complaint is not clear at all, it was a super small move, minimum shipment of 350 cf, and we loaded  whatever customer told us to load within what space reservation. There is no difference for us if items big or small as soon as total volume doesnt exceed 350cf. 

  We apologise for stains on a mattress, and it is definitely our employees fault. Customer can use our 3rd party online claim service movingclaims.net to file a claim within 270 days since day of delivery. Stains are not big and removable, so hopefully it will not be difficult to get it in shape.

  Overall claim of $4,000.00 is not reasonable and it is even more than customer paid for service. Money for expedited delivery already returned, so no other refunds will be done.

  Customer Answer

  Date: 03/22/2024

  I am rejecting this response because:

  The owner is lying, yet again. One of his employees told me that it was a choice on the owners part to take on more profitable jobs, not an unforeseen delay in logistics that caused him to miss the guaranteed delivery date. I had told the company that I was flying across the country for the guaranteed delivery weekend (March 1-3) to set up the space before a scheduled surgery. When they did not deliver during their guaranteed weekend (which was the main reason I chose to work with this company), my Airtag in one of my boxes showed the items hadnt moved from their storage unit in Sacramentoa full month after they picked up my things. I was then scolded for keeping an Airtag with my things. Because of their blunder and poor communication, I absorbed costs of flying across the country and had to pay for an Airbnb.
  
  This was a small move, which is why its so amazing how many things went awry. The pick-up movers told me I couldnt fit everything in the 350cf I had paid for, so I told them to take two stacked leather chairs and leave two large boxes with items I planned to donate. They took the wrong items, and I now have to replace those chairs.
  
  I find it offensive the owner is telling me the stains are not big and are removable. Unless he is a temper-pedic mattress expert, he cant know that. He agrees the movers he outsourced to for deliverywho were not professional movers and did not treat my things with respect as evidenced by all attached photosdid this. They also scratched a number of wood pieces of furniture due to their carelessness and/or inexperience. I paid for professional movers, not task rabbit individuals.

  
  

  

  Business Response

  Date: 04/15/2024

  Hello, onece again. Not sure what I have to add to what I already responded earlier. We had a plan to deliver staff within guaranteed dates. Unfortunately unexpected things happen when you perform cross contry moves on a daily basis( flat tires, delays with customers, brakeges and other), and scheduled trailler was late to make it in time. Company would be **************** in time, make extra $750.00 and not to have that conversation now, we failed to do it. Plan B contractor let us down as well, and as soon as we realised we can not do it by march 3rd, we notifyed customer on Feb 28th. 

  Compensation of $4000 for 8 days delay is not reasonable, and do not have any grounds. Regarding the mattress once again, customer is welcome to file a claim, or we can hire cleaning service to fix spots.

• Initial Complaint

  Date:08/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction Date: 6/15/2022 Amount Paid: $12,000 *********** did not deliver services and have refused to reimburse us for loss and damages. We have documentation, and have called and emailed the business several times with no success. They have refused to reimburse the client for damages and losses.

  

  Business Response

  Date: 10/03/2022

  A2B Storage and Moving Inc.
  Case #: 17732054

  Consumer Info:

  ****** , ******* 2172 ********** Loop *********, ** 95747 ********** ***********************************

  Business Info:

  A2B Storage and Moving Inc. 425 **************** **********, ** 95834 **********

  Date Filed: 8/17/2022 8:41:29 PM

  Nature of the Complaint: Refund / Exchange Issues

  Consumers Original Complaint:
  Transaction Date: 6/15/2022 Amount Paid: $12,000 *********** did not deliver services and have refused to reimburse us for loss and damages. We have documentation, and have called and emailed the business several times with no success. They have refused to reimburse the client for damages and losses.

  Consumers Desired Resolution:
  Refund

   

  Hello, My name is ****, I am a manager from A2B Storage and Moving Inc. I was the one who was comunicated with ******* after delivery. ******* was booked by brokerage company named All Coast Moving Group, as I explained earlier during booking 60 cents per pound valuation was selected (basic free coverage, based on weight of damaged items), and no additional insurance was purchased (needs to be done before pick up day).

  Unfortunately several items were damaged during a move. As I mentioned in my email earlier there is 2 options at the moment: customer can file a claim under 60 cents per pound per article valuation within 9 months after delivery date or accept goodwill compensation of $500.00 offered ****** (most likely will significantly exceed 60 cents per pound compensation). Customer never filed a claim and refused to accept an offer.

  Please see copy of pick up ppw attached, page 5( Valuation Selection ) and page 10( first page of original estimate, showing 60 cents per pound selection).