Complaints

This profile includes complaints for Apple Moving LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Apple Moving LLC

  9807 Brown Ln Austin, TX 78754-4030

  
• 

  Apple Moving LLC

  5813 Distribution Ste 102 San Antonio, TX 78218-5516

  

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:09/25/2024

  Type:Service or Repair 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.

  I am writing to provide feedback and express my concerns regarding my recent military move, handled by Apple Moving from October 5-6, 2022, and concluded with the delivery of my household goods on September 20, 2024.Firstly, during the storage period of my military household goodspartly at government expense and partly out-of-pocket at $778.15 per monthI encountered issues with the payment transactions. From December 2023, there were several instances where the payments were not processed timely, necessitating multiple contacts with Ms. ***** ******** for status updates.Upon the delivery of my goods from ***********************, *******, to ***********, *****, It was discovered that the chaise section of my couch is missing. This issue was immediately reported to Apple Moving and *********************, the subcontractor responsible for the delivery. Further actions included reaching out to the *************************************** (JPPSO) and ******* Relocation Systems of Texas in an effort to locate the missing piece.Additionally, there were several packing and handling issues:1. A 70" TV box was inappropriately used to pack a 48" television, with couch cushions as padding.2. The number of boxes used was excessive, many of which contained few items. In addition, items were broken.3. Assembly issues with one of my beds arose because the legs were packed in an unmarked box under blankets, not in the designated toolbox. Due to this, the furniture movers were unable to assemble the bed.4. A new bedroom set arrived with several deep scratches on the side, indicative of mishandling.I urge prompt attention to resolve these issues, particularly in locating the missing chaise and addressing the damage to my belongings.

  

  Business Response

  Date: 09/27/2024

  Thank you for reaching out regarding the missing chaise and other items from your shipment. After our review, we confirmed that your shipment was handled by *******, your designated ********************** Provider (TSP). Since this shipment was in Non-Temporary Storage (***) at ********, and there were no exceptions noted by the ACE hauler upon delivery, we advised that the next step would be to contact ******* directly to address any missing items.
  In regard to your inquiry about filing an inconvenience claim for the missing chaise, we informed you that, unfortunately, this situation does not qualify for such a claim. However, ******* will manage the claims process and work to locate the missing items. As we discussed, ******* has up to 30 days to complete a trace, though it may be resolved sooner if the items are located quickly.
  For larger items such as the chaise, we mentioned that direct shipping may not be feasible due to the size, but ******* will arrange for a hauler to deliver the item to you if it is found. They will also assist you with replacement options for the chaise if it cannot be located, ensuring that a replacement of similar value and quality is provided.
  Additionally, we received positive news late yesterday that the missing piece of your sectional couch has been located. We recommend following up with ******* to confirm next steps and to ensure they address any further concerns.
  Please remember, as we are the *** facility, ******* is your primary point of contact for claims and resolving the issue of missing items. Should you have any further questions or need assistance, we encourage you to continue working with them to ensure all matters are resolved.
  We appreciate your patience and understanding.

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair 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.

  Multiple pieces of damaged personal property during a move.

  

  Business Response

  Date: 08/06/2024

  We sincerely apologize for the inconvenience and are working as quick as we can towards a resolution. Here is a recap of what has already been accomplished along with a summary of outstanding items needed from the customer in order to finalize.

  ********************** claims department notified of property damage on 5/8
  5/10- requested pics from customer for property damage
  5/14- sent inspector out with Furniture Doctor and received inspection
  5/21 followed up with Furniture Doctor
  6/6 Received invoice from Furniture Doctor that the property damage was fixed, and we paid it and finalized
  
  7/17- Customer filed the household goods claims
  7/18 ***************** reached out to customer and gave information on next steps and timeline of 60 days for resolution
  7/18- Claims scheduled time with Furniture Doctor to do an inspection
  8/1- Claims received inspection and emailed customer to request POV for 6-7, 78, 79, and 143
  

  As of today, our claims department hasnt received POV for 6-7, 78, 79, and 143 from the customer. As soon as we have this information we should be able to finalize the claim.

  Again, we sincerely apologize for the inconvenience and believe we are very close to a final resolution here. Thank you very much for your patience!
  

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I am writing to express my extreme dissatisfaction with the moving services provided by your company during my recent relocation in June. Despite multiple attempts to communicate my concerns through voice messages (since no one answers), I have received zero response. ***** and his wife, who assisted in packing my house, exhibited unprofessional behavior (primarly ****** throughout the process. Unfortunately, this experience has been the worst among all my previous moves.Regrettably, I am currently missing approximately $2,000 worth of tools, and several items arrived at my new residence in a broken condition. *****'s demeanor was consistently negative and bothersome, culminating in an incident where he inadvertently locked my daughter in a bedroom closet, then claimed she did it herself when clearly she could not even open a door at the time. Additionally, he taped my garage door while packing, forcing me to struggle to gain access.To make matters worse, ***** witnessed my daughter running outside into the neighborhood while I was occupied assisting his wife and tending to my son. Shockingly, he failed to alert me, and it was a concerned neighbor who brought the situation to my attention. This lack of consideration for the safety of my family only added to the stress and negativity of the overall moving experience. Specifically, I observed a significant lapse in communication among the team members assigned to pack and pick up my household goods.Throughout the entire process, there seemed to be a disconnect in communication, leading to a less-than-optimal moving experience. Timely and clear communication is crucial during such transitions, and unfortunately, it was lacking in this instance.I hope that by addressing these issues will improve communication protocols within your team and would greatly enhance the overall customer experience. Your attention to this matter is appreciated, and I hope it contributes to the ongoing improvement of your services.I strongly advise against choosing your company for relocation services due to the following reasons:1. Poor communication 2. Unpunctuality 3. Unprofessional attitudes displayed by your movers.4. Lack of consideration when handling household goods.5. Inadequate packing practices, exemplified by dangerous incidents such as finding a blender blade alongside bathroom items, hangers, and a kniferesulting in an injury.This move has left me profoundly dissatisfied, and I believe it is crucial for your company to address and rectify these issues promptly. Which I do not have the confidence that it will since it had been months and I still have not heard anything back.

  

  Business Response

  Date: 01/05/2024

  Thank you for making us aware of your experience with our services in *******. Our goal is to provide excellent service to our customers and we're sorry to hear this was not met in your interaction with our company. Please contact me directly at ***************** and I will be happy to relay the feedback I received from our local ******* office and work to resolve any outstanding issues.

  Customer Answer

  Date: 01/17/2024

  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. I will be contacting them tomorrow 18 January **** due to previously recovering from surgery  for th3 past 2 weeks. 
  
  Regards,
  
  ***************************