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:04/14/2025

  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.

  date of service 2/12/24 date of proposed delivery. 4/8/25 date of damage visuallly seen 4/8/25 dates of cost of storage 2/12/24-4/8/25. $235 monthly damage and non recovered infestation $50,000

  

  Business Response

  Date: 04/14/2025

  To whom it may concern,

  Please see attached letters. The claim acknowledgement letter explains the claims process.  Both letters were emailed and mailed to MS. ***** ****** on April 14, 2025.  Please let me know if there is anything else you may need regarding this matter.

   

  Regards,

  ***** ******-Owner

  Customer Answer

  Date: 04/14/2025

  Complaint: 23197091
  
  I am rejecting this response because:

  apache has cut and pasted my email describing the incident and has not properly filed a claim on the total goods inventory as i asked

  i cannot actually view or see the goods because of rodent infestation and unsanitary conditions

  i have requested to have the red heirloom rug returned so i can protect it from further damage

  they are not in good faith offering to have a claim through apache , they have denied and they have made it confusing and unexplainable the liability they have as a storage company to offer sanitary and safe storage keepings
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 04/15/2025

  Hello ***** ******,

  You hired Apache Moving and Storage to move and store your household goods on Feb. 12, 2024.  Your items are stored at **********************************  You hired Apache Moving and Storage to deliver your items out to you on April 8, 2025.  Upon delivery, you looked at/in a few boxes (per the Apache crew) and told our crew there was rodent infestation and you refused the entire shipment of household goods without inspecting all items and opening all boxes.  You are requesting Apache Moving and Storage to file a claim for all of your items being stored at our facility since your renter's insurance denied the claim you tried to file with them.  As you have been made aware multiple times, you did not purchase any insurance for your move/storage of your household items prior to your move.  You signed your moving contract and storage rental agreement.  You initialed the carrier's liability clause on your moving contract. Please refer to your moving contract. You will need to have all of your items moved from our storage to a final destination of your choosing, either by Apache Moving and Storage or yourself as we do not allow other moving companies to enter our storage warehouse. You may not pick and choose which items you want to remove from our facility. Please refer to your storage rental agreement.  At that point, after you inspect all items, you may then file a claim (based off the carrier's liability clause you initialed) in writing for any damaged or missing items. We will review your claim and make a decision to pay, decline to pay or make a firm settlement offer to you.  You called the City of Leander.  They came out and we provided proof that we have past and current professional pest control services. There is no visible wood ant, termite or flooding (water damage) to any of your items. I am perplexed as to why you have refused shipment of all your items located in our facility.

  Regards,

  ***** ******

  Owner

   

  Customer Answer

  Date: 04/15/2025

  Complaint: 23197091
  
  1) I am rejecting this response because: attached is my inventory goods from my best recollection and using the inventory sheet from apache dated 2/12/24. i am not claiming per pound in transit i am claiming damages and rodent infestation during storage. i did not physically examine the storage facility and was told it was climate and all my goods were being wrapped , besides the boxes that were packed by apache on that day.

  2) i have attached my txdot household goods mediation request form and have filed and faxed to ************* . this is according to my rights and responsibilities i was given on the day of the contract for the move. my complaint does not have a number yet it was filed two days ago, but received .

  3) i am unable to move or physically hire or handle the contents due to contamination and health risks. currently APACHE MUST NOTIFY THERE INSURANCE COMPANY OF THE INFESTATION AND ITS COST TO THERE BUSINESS AS WELL.

  4) this is not a pound claim and i am by law entitled to the proper insurance claim , description of the claim and an adjuster for the condition of my contents per there storage facility.

  
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:12/11/2023

  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 hired Apache to move my belongings and some of the items were damaged during the move. I submitted a claim, and the owner (*****) and he denied the claim of $163.95. He called me to discuss the damages and was completely rude and disrespectful and tried to minimize the damages to my belongings. I have the emails about the claim if you need them. I would like to be reimbursed for the damages to my belongings. I tried to attach the files, but it says it's too large. Please let me know if there is a different way, I can send the file to you.

  

  Business Response

  Date: 12/11/2023

  Hello,

  **************** filed a damage claim on three items after we completed her move. We followed all of the *****'s guidelines regarding damage claims.  ****************' damage claim was denied based on the following:

  1.  The box was packed by owner.  Contents and condition of contents unknown at time of move.

  2. There is no visible damage to the credenza based off the photo **************** emailed us.

  3. After reviewing the photo of the coffee table, the wood has darker and lighter markings throughout the coffee table. Please note all areas on the coffee table which show darker and lighter wood throughout. This is based off the photo **************** emailed us.

  4.  **************** initialed, signed and dated the previous damage report which states" I am satisfied with the service provided by Apache Moving".

   

  On Dec. 8, 2023 I called and spoke with **************** at approximately 10:25 am.  I explained why each item in the damage claim was denied.  **************** did not like what I had to say regarding why the items were denied.  She raised her voice and repeatedly spoke over me.  I tried multiple times to request that she let me speak since I listened to her.  She refused and hung up on me after she threated me.  I was not rude nor disrespectful to her at any point. She didn't like what I had to say ;therefore, she called me rude. I have witnesses to this phone conversation.  I informed her she could contact the ***** if she so chooses.  Please let me know if there is anything else you need from me.

   

  Regards,

  ***********************

  Owner

  Apache Moving and storage Llc

   

  Customer Answer

  Date: 12/14/2023

  Complaint: 20978835
  
  I am rejecting this response because:

  Yes, the box was packed by me and I made sure to buy heavy duty boxes for glass I also wrapped them in bubble wrap and placed them between towels. I also labeled the boxes glass on the outside of the box on multiple sides. Two of the boxes were upside down and it looked like they just threw them on top of each other.
  
  The credenza: I literally had the corner covers that it came with when I first bought it and I gave it to them to use and Im guessing they just threw them away. There is visible damage on one of the corners of the credenza. ***** tried to say that it didnt matter that my credenza was scratched because it has a distressed look but you can visibly tell the difference.
  
  The coffee table is different colors of wood but you can tell where there is a white cast of where they laid it somewhere and something got on it. I wish I would have taken pictures because they didnt even fully wrap the coffee table. It was only half wrapped. It looked like they ran out of the wrapping paper and they just decided not to finish. 
  
  I understand things happen during moves but thats why I paid for movers. For them to deny even giving me the $163.95 that would cover for me to buy some new glassware and buy cleaning products is unacceptable.
  
  The movers had to place all of my belongings in the living room because my apartment was not ready. So I did not have a chance to look at any of my belongings until a week later so I had to sign the paper work and pay them in order for them to get out of my apartment. ***** is absolutely lying on his statement above he was the one that kept interrupting me and kept saying that all my furniture was distressed and there was no visible damage. He was incredibly rude and disrespectful. 
  
  Regards,
  
  *******************

  

  Business Response

  Date: 12/15/2023

  ****************,

   

  I will not go back and forth with you regarding "he said she said" during our phone conversation.  Like I mentioned previously, I have witness to the phone conversation.  Facts are facts. I stand by my previous statement which reads "On Dec. 8, 2023 I called and spoke with **************** at approximately 10:25 am.  I explained why each item in the damage claim was denied.  **************** did not like what I had to say regarding why the items were denied.  She raised her voice and repeatedly spoke over me.  I tried multiple times to request that she let me speak since I listened to her.  She refused and hung up on me after she threated me.  I was not rude nor disrespectful to her at any point. She didn't like what I had to say ;therefore, she called me rude. I have witnesses to this phone conversation.  I informed her she could contact the ***** if she so chooses.  Please let me know if there is anything else you need from me." 

   

  Regards,

  ***********************

  Owner

  Customer Answer

  Date: 12/19/2023

  Complaint: 20978835
  
  I am rejecting this response.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:05/30/2023

  Type:Product 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 called Apache moving and storage to request a moving quote for 6/09. I made the call on 5/27 around 3:15 PM. The person who helped, ***********************, provided me with a quote and informed me there was a $100 deposit which was refundable if I decided to cancel or change move dates. I went ahead and booked it, gave him my cc number and that was it. I received a confirmation email from Apache.I talked to my wife about 10 minutes later and she informed me she had already booked with another company she was referred and got a better deal. I sent an email to ****** requesting for the booking to be cancelled. I assumed they would not proceed with the $100 deposit since I cancelled within 40 minutes of booking.Today I saw the deposit charge went through so I contacted ****** about it and he now informed me that the deposit is non-refundable. I would have not made a deposit if I was not sure I could get it back if I had to cancel for some reason. Received quotes from other movers and they state in their quote the deposit and what is refundable and what is not. I did not receive such contract terms and conditions from Apache which tells me they are not an honest business.I made the cancellation within 40 minutes of booking which is unreasonable to think they could have booked someone else within that short time frame. The business basically makes $100 by doing nothing. I informed them I would report them to BBB and dispute the charge with my cc as well as provide a proper review of their practices.

  

  Business Response

  Date: 05/30/2023

  the refund has been given.

   

   

  Customer Answer

  Date: 06/01/2023

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/15/2023

  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.

  If I could give 0 stars I would. Originally scheduled a fixed quote and called twice before my move, not only updated the fixed moved to a $140 hourly move but also the time of my move and the address. They arrived at the scheduled time and had my correct address but come time when the movers were 80% done, I asked how much further they had to make sure we did not go past 2-2 1/2 hours to pay, the mover said we were still on the fixed rate. Which was 300 more than it would have been hourly because we only used 2 hours worth of time. Called and spoke to the owner ***********************- and he was utterly disrespectful to say the least. Yelled, threatened and even instructed his 2 movers to steal the rest of our property unless we paid the full amount in cash despite us offering to what I originally agreed too days before. This company should be shut down immediately for unethical business. I am demanding compensation.

  

  Business Response

  Date: 03/15/2023

  *******,

  We offer all customers hourly or itemized rates.  You scheduled your move at an itemized rate.  You told me on Feb. 17, 2023 that you spoke with **** the day before to change your move.  ****, was not at work that day due to a family emergency.;therefore, you did not speak with *****  We are a 26 year old Moving and Storage company and take great pride in offering our clients a great service.  Your husband was at the pick up address and reviewed the itemized moving contract with the driver.  Your husband signed and initialed all pertinent areas on the moving contract which reads as an itemized move.  He even reviewed the list of itemized inventory with the driver. Payment is always required before the offload is complete.  This is where you decided to try and change to the hourly rate.  All clients may change their mind prior to the moving contract being signed.  You nor your husband requested the hourly rate prior to signing the moving contract.  As for your claim of me yelling, that is completely untrue.   You would not stop raising your voice or give me a chance to discuss the issue with you.  When I would try and talk, you didn't want to listen to me.  You refused to pay; therefore, payment had to be secured prior to the remainder of items of being offloaded.

   

  Regards,

  ***********************

  Owner

  Customer Answer

  Date: 03/30/2023

  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.
  
  Regards,
  
  ***************************