ComplaintsforRabbit Movers

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired rabbit moving com pany to put my furniture in storage on 3/20/24 to move my furniture from my house 1000.dollar + 300 tips for the 3 men.they broke my bed broke my cabinet ruien my coach .when two week after I decided I wasn't going stay in the shelter so I ask them to bring back My all the s**** were missing that I needed to put my furniture together. I tried to have them fix the problem they to to fill a form out listing the name of the men who took the stuff when they didn't list the name of the men on the forms.

  Business response

  06/26/2024

  the customer has not reply to any claim refunds to make an offer... 

  Please send us the following information for EACH item

  1. Article (please include a link if the item is available online)

  2. Present value

  3. Weight of item

  Customer response

  07/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

  Customer response

  07/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  So they break all my new furniture and that's just it .we living in a very evil world

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used this service last week 11/15. However, one of my items was left on the moving truck. I did check the truck before the driver left, but because there were other items on the truck I didnt notice. When I noticed my items were missing about 20 min later, I reached out to the driver and the company. Both assured me they will have the items sent back to me. Days later I reached out to the owner ***************************** I let him know its a bit unfair for me having to wait until they have a job coming in my direction. I paid money for a service. However, because I was being pushy the owner did not like that. He told me the item was not on the original invoice so technically he doesnt have to do anything. Even though his staff **** let me know because I didnt have many items, I still have room to add in more. Regardless the driver and the owner confirm they have my item that Ive paid for. The owner insulted me he called me a ***** very hateful towards woman, he continued to scream at me even after asking him several times to calm down and lets speak as adults. After we got off the phone, I received another email of him calling me a ***** and saying that he threw my items away and I can go call the police. I truly believe this owner is a racist and evil human being and has hate toward women reading his reviews you can see he has a hate towards women. The way I was treated as a customer and young lady was horrific. I threatened to file a dispute and requested my money back and that is what sent him over the top. He been sendng me emails non stop. I also have all the nasty messages ive uploaded. This company stole my items and has no care.

  Business response

  12/06/2023

  ***************************** employed Rabbit Movers to transport her possessions from ********************************************************************* to ************************************************************************************. The contract is attached. ******* paid for the relocation of 11 items, all of which were delivered and confirmed by her through emails. This marks the fulfillment of the paid service.
  
  An additional item, a mirror, was placed in the moving van by ******* without payment or documentation. She notified us via email after the move that the mirror had been left in the van. We presented ******* with three options regarding the mirror:
  
  1. We can deliver it at no cost during our next visit to **********, **********, as we are a Brooklyn-based company and do not make the 30-mile trip often.
  2. She may pick up the mirror herself.
  3. We can arrange a single-item move for $250 on her preferred day, which is our standard rate for moving one item.
  
  Following abrasive emails and calls, ******* chose option two and agreed to pick up the mirror herself. We told her it would be available at the loading dock. Her father was supposed to collect it within an hour, but he never arrived within our regular business hours of 9 am to 5 pm. At the end of the day, the mirror remained at the loading dock; however, it was no longer there the next morning, implying that it was collected after business hours.
  
  The customer has since posted multiple falsehoods about Rabbit Movers and even sent us sexually harassing emails. We have requested that she stop contacting us more than six times, but she has ignored our requests. As a result, we have taken legal action against her for sexual harassment and extortionate statements.

  Customer response

  12/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Not only was I verbally assulted via email and phone conversation. In the images I sent over to BBB you can see he threw my items away , you will also see the time it was thrown away which was earlier in the day. Owner did not give me a chance to pick up the item. I also have messages with the driver confirming all *********. Rabbit Movers have many complaints in regards to the same issue the **** I paid for a service that was not completed. I was called names as well. I even got a email after I wrote a review , that the ceo did not like.  All proof in my attachments. I was not rude to them I simple ask for a date or i will need to do a disppute. Regardless of what happen the owner have my itmes and refuse to give it to me so this is stolen as well as did not complete a job. This is wrong on all levels. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****************
  
  
  
  
   
  

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This owner of this moving company berated, threatened, cancelled and extorted 100% of our paid funds for a service never provided. We called to seek a resolution as my wife had a documented illness, the owner instead berated my wife, threatened her and "cancelled her move so she wont be getting any money back". Now they are attempting to steal our money by providing false claims to my credit card company. This seems to be a very common extortion occurrence based on numerous *******, ************* reviews. These tactics seems illegal and should be investigated by the proper parties.

  Business response

  09/06/2023

  attached are the emails with the customer... and can see what she is saying is not true.  customer canceled the move same day after not wanting to pay the same day reschulincg fee that is noted in her terms. 

  Customer response

  09/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This "CEO" ***************************** seems to have a history of stealing money and lying about customer claims based on history of former customer reviews. We emailed him with a noted doctors documentation based on my wife's illness. When he called us back claiming exuberant rescheduling fees that weren't previously mentioned. We asked to call him and when he answered the phone all he did was berate and threaten my sick wife, and then CANCELLED our service "WITH NO RESCHEDULE OPTION SO YOU WONT GET YOUR MONEY BACK HAHA". We have never encountered such aggressive and malicious business owners such as him, so we were taken aback. We now feel threatened by this person who threatened violence and has our personal information such as address. This alleged business owner doesn't even spell check his replies. But he is professional?!

   

  See attachments showing the doctors note & the emails showing the conversation did not end with the emails he sent you. We then were threatened and told our money will be stolen via phone. We followed up with the email shown in the attachment after the phonecall. 

   

  We have been dealing with this nightmare company attempting to steal over $750.00 dollars from us for a service never provided and cancelled by the "business owner". It seems his pattern of doing such shady business is a source of revenue.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****************
  
  
  
  
   
  

  Business response

  09/07/2023

  again lies... as the email already confirmed .. we have taken legal action on this customer for the lies posted 

  Customer response

  09/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  As we have record of the phonecall, I will be contacting my lawyer about this matter as well, as we will seek small courts claim against this fraudulent business owner. I am confident that our lawyer will win this case and we will work to uncover the shady business done by Rabbit Movers. Everyone should be aware of this company's shady practices, including law enforcement and governing agencies.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****************
  
  
  
  
   
  

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CURSED OUT BY OWNER ON RECORDING Decided not to come move us- said they were coming at 5pm instead of 12pm and if they couldnt come wed be reimbursed. Of course we, as a family, were frustrated because we have packed our entire family home to move and spend the night in our new home.Then I was CURSED OUT by the manager who was mad about a completely reasonable exchange with a family member. He then proceeded to yell at me shut the **** up at the top of his lungs. Then called me a stupid ***** about five times during the call. Most of my family was in the room during the change and were completely dumbfounded by these positive reviews. The one job of a moving company is to move us. The second job of a company is professionalism. I can provide the voice recording if you need proof, during which he verified his name and status as head of the company multiple times. This document doesnt allow for sharing voice memos.Also, hes refused to give us a refund and told us to go through the bank and hed cite customer negligence.

  Business response

  08/21/2023

  looks like spam.. don't have a customer with the info below, can they attach the invoice and cc the customer.. 

   

  ************************* *************************************** ***** * ****** ******* ** *****
  
  Daytime Phone: **************
  E-mail: ******************************

  Customer response

  08/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  This is for the ****** family. ******* told us he was cancelling our move the day of,AFTER the time range offered (****) after he wasnt spoken to nicely after his movers said they may come after 5pm or not at all. He got highly irate when speaking to my daughter, whichI can happily provide but its too big a file to attach here.

  He said hed cite customer negligence while aware that no ********************** were coming. 
  The basis of this complaint is a refund because he cancelled the service and refused to give a refund. He then cited his cancellation policy in response to her ****** review.Which doesnt make sense, as you can hear in his voice message he states his name servers times and says, cancelled no refund while the customer never said cancelled and only wanted to know why they were saying they may not come.
  During my own call with the movers and **************** was frustrated because they told me they may not come and would refund me if they didnt come. Because if theyre saying they may or may not come, my money is wrapped up with them, our entire family home including our bedding and mattresses were wrapped up, and I cant hire another moving company if I have one refusing to give a concrete answer.

  the company decided not to provide the service, and maybe they have the right to deny service. Im not sure of the laws around this. However since they decide not to work with my family by their own volition, they do owe a refund. Citing the same day cancellation policy for their canceling our move does warrant a refund.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business response

  08/25/2023

  we have taken legal action on this customer, and submitted all reason why we canceled and why the movers feel unsafe doing this move. 

  we are sorry that your feelings are hurt, we wish you the best, 

  we will taking more legal action with every post made. 

   

  thank you 

  Customer response

  08/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Hi,

  If this company feels unsafe to do the move (which has already happened), that is done. What isn't done is that no refund has been issued. As stated, we are requesting a full refund as the payment was for a move. No move occurred, and the cancellation policy was not breached as you cancelled the move. Again, you said you "feel unsafe" -> you cancelled, not the customer. 

  Thanks

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  07/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had a few items left behind in the freight elevator by the movers, which has been corroborated by building management. These items were unrecoverable, so we reached out for assistance in having these replaced, assuming that a moving company with insurance is able to provide assistance with such matters. We provided a detailed timeline of what happened and what was left behind, as requested. The *** responded with a canned response within a few minutes that demonstrated they didn't perform a thorough investigation (as several aspects of the email were ignored) and told us to file a police report for missing items. They did offer us $50, which we declined so as to keep the claim open. I did file a **** review in the meantime so others can see the customer service being provided. The *** is now taunting/harassing me via email about the **** review and this BBB claim. I also called our mover to validate that the *** did actually with the movers and parking cleaners as they stated they did; the co-owner of the service they contracted with for our move had no records of this call occurring. I am asking for replacement of two missing lamp shades and 5 knives.

  Business response

  07/20/2023

  items claim to be missing are not part of the move, and was not paid to be moved, or insured,  therefore will not be moved by the crew.. attached is the moving list.. 

  if customer claims something is missing they must fill a police report. 

  an offer was made but refused but the customer, therefore we have pulled any offer. 

  ******************************* didn't book the move so has no clue what is included or not.. 
  
  Estimated Volume: 337 CF
  
  
  
  TV Flat 1

  Coffee table 1
  *Box Assorted  28

  Sofa Chair/Recliner (1 seat)1

  Lamp 2

  Sofa 3 Seat 1

  Carry on 1
  Bed Frame 1

  Side Board 1

  Suitcase (Large) 1
  Dining Chair 6

  Rug 1

  Night Stand 2

  
  TV Stand 1

  Ottoman Small 1

  Chair 1
  
  
  
  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Movers damaged the walls to my apartment complex during the move and are now disputing payments for damages.

  Business response

  12/05/2022

  We are not disputing the damages we have sent a claims form to be filled out that still has not been returned back

  Customer response

  12/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  

  I'm still waiting for payment.  They continue to reject the bids and threaten non payment.  They are making u ***** able requests like videos of apartment before the move which was never asked for and seems unreasonable able. Will file again of They fail to accept a bid. 
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 3, 2022 Rabbit Movers *** and ****** moved my belongings from *************************************************** to ***************************************************************. Once we opened all of our boxes we saw that two items were missing (a $300 gaming headset and a $250 pair of shoes). We contacted the company to file a claim and they simply said the items were not left in the truck so we must have misplaced them. They offered us $100 for the inconvenience and are not offering a valid resolution.

  Business response

  08/21/2022

  we have closed this claim with a refund of $400.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired Rabbit Movers for full-service moving. My official documents state my move-out date is 7/29/2022, **** am. Its the date which was discussed and that I agreed to. In an email chain, an unofficial email was sent on 7/24 stating movers would come on 7/28, 1-4 pm to pre-pack me. I didnt see this email and didnt respond to it or in any way confirm this change, and no one followed up with me. Movers arrived at 5 pm on the 28th to prepack and I wasnt ready for them. I spoke with someone in management named *****, who told me they could reschedule to my original date/time for $250, which I agreed to. He transferred me to his supervisor, *****************************, the **** ****************** yelled at me for about 20 minutes. He told me I was an inconvenience, inconsiderate, he didnt have to deal with me, and repeatedly threatened to cancel my move. I requested he stop yelling at me and he yelled, Im not yelling at you. He gave an additional fee of $275 because the job would now take 15 hours (it took 5 hours).After packing on the 29th, the truck with my items was supposed to go to the fumigator, which a representative from Rabbit Movers set up. Everything was supposed to go into storage the next day. The head mover spoke with the fumigator and knew exactly where to go, but management told him to bring the truck to their lot instead of to the fumigator. My items could not be fumigated. ****************** lied about speaking with the fumigator and with me and made numerous threats about leaving my belongings on the street, e.g, even if we have to unload on the sidewalk we will unload on the sidewalk we are not keeping your items more than tonight." It was unloaded into storage unfumigated. I hired another company to reload it and take it for fumigation. I paid $5,593.82 for this service. I believe at least a partial refund is in order. Rabbit Movers will not discuss refunding even just the fines. Reference: #*******

  Business response

  08/03/2022

  there will be no refund for this customer. 

  Customer response

  08/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Rabbit Movers has once again refused to even address my complaint or take responsibility for their errors. I had to pay a second moving company $2,322 to remove my unfumigated belongings from storage, repack some items that had been entirely wrapped in shrink wrap (see photos) despite my own and the head mover's reminders not to do so because it prevents the fumigation gas from getting to the items, drop the newly packed truck off with the fumigator, and then reload the items into the storage unit. One of the items that needed to be repacked was my mattress, which is now covered in dirt and footprints (see photo). This was all supposed to be done by Rabbit Movers, who have not done the job they said they would do, have behaved unprofessionally, and have repeatedly refused to resolve the issue. On a review I posted on Yelp, ****************** even called me a liar; the review was entirely factually accurate. The bottom line is that Rabbit Movers did not perform the task they were paid to carry out--pack my items properly for fumigation on 7/29, take them to be fumigated on 7/29, and then load them into storage on 7/30 after they'd been fumigated.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  08/03/2022

  yes customer is a lier and I have file a case on this customer. we wish for her to stop telling lies online. 

  Customer response

  08/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My Yelp Review, which is the same as reviews posted elsewhere, such as on FB, is factually accurate, containing the same basic information as my original complaint to the BBB. I have no interest in lying and nothing to gain from it. ****************** continues to fail to actually address my complaint that his company did not complete the work for which I hired and paid them.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

• Initial Complaint

  06/15/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 05/30/2022 Rabbit Movers and Storage moved my 2 bedroom apartment in ** to *******. The business never disclosed that there would be another moving company handling the long distance portion of my items prior to securing the contract with them. I would have never agreed too this arrangement if I knew the company I paid ******** would not be handling my move. Upon arrival of my items I noticed that my adjustable base for my bed, bar, and lamp was damaged. I contacted Rabbit Movers to file a claim due to the damage and my claim was fully dismissed on the bases that I was not charged extra fees despite the claim being for damages. Rabbit Movers service agreement does not mention an additional moving company or that one would be handling my contract. The *** ***************************** was very rude and unprofessional when I mentioned the several other issues regarding my move he took no responsibility for the damage and ultimately denied my claim. Account number is *******. Email: *******************************

  Business response

  06/21/2022

  offer made on damages and customer refused. 

  ******************************* Thu, Jun 9, 1:09 PM (12 days ago)
  
  
  to *****, me
  
  
  Good afternoon *****, I hope you are having a great day. Thank you for providing the additional information required. As you already know, Rabbit Moving provides its customers with two liability levels to protect their belongings: Release value protection of 60 cents per pound per article is provided for free, full coverage protection is provided at an additional charge. The amount of reimbursement will be determined by the level of protection you chose for your move.
  According to our records, you chose a free basic insurance option for your move, therefore the compensation will be assigned based on the weight of the item multiplied by 60c.  The estimated weight is 265 pounds, and the compensation for this item is equal to  $159 While our liability is limited to 60 cents per pound per article claimed for loss or damage, we value your business and want to work with you to resolve this issue in the most efficient manner. In order to ensure your satisfaction with our service and keep you as our customer, we will increase the compensation to $450 to the account for the inconvenience you have endured. To accept this offer, We will need you to reply with I accept the offer. and the refund will be processed back to the card on file. I look forward to hearing from you soon. Have a great day
  *******************************

  Customer response

  06/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rabbit movers initially received my business through a third party vendor (imovers). They received an entire items list of what needed to be moved. This move was canceled due to what imovers described as Rabbit Movers management harassing and cursing out imovers employees. Imovers claims to have terminated the contract with rabbit movers due to their actions. This led to my initial move being canceled. I then directly booked my move through rabbit movers who confirmed they had my original inventory list and would be sending an 14x8x8 moving vehicle capable of moving everything in my list. They arrived that day with a small van that the two movers said would not be able to move my belongings. This was after Rabbit Movers tried to charge me a fee for not picking up my phone. The phone number they were calling was a ***** ******* area code number and not my number. It appears they either are incompetent, messed my move up with someone elses, or were trying to ***** a consumer with last minute upgrade and late fees. They were not able to complete the move and simply left without providing any service. They refused to refund any of the amount paid ($790). The *** has since reached out about taking me to court as I filed a complaint with my credit card.

  Business response

  06/07/2022

  imoving job was  canceled due to imoving failing to  pay rabbit movers. 

  movers did the job and customer wants to do a chargeback. . we will handle in court.   

*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. ↩