ComplaintsforAB Moving

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I only got so far in filling this complaint and then the material would not submit on your site; please assist me. Jose and Jesse moved my Bassett chest of drawers upside down with the drawers full of loose items and the items fell under the drawers. These drawers do not come out and one drawer does not close properly. Jesse broke one of the knobs off into the screw and Bassett Furniture can not replace the knobs. This was bought in 2018 and was very expensive. Can you assist me? I filed a complaint with the company and have called them at least ten times. They put me on hold and no one returns to the call or they never respond to a message left. Jose was the rudest man I have ever dealt with but I had no choice once they started the job. They also tried to ripe me off for an additional $150.00 dollars. Thank you in advance for being a wonderful organization that helps individuals when they can't get a reply from an unrepeatable company!

  Business response

  03/17/2022

  Business Response /* (1000, 5, 2021/12/17) */ Our aplogies the knob fell off the dresser. We show a claim made on 11-5 offer was made 5 business days later which was based on the coverage taken out by the customer in writing prior to the move. The contract shows that the crew also took 1/2 off the move. Thank you!! Consumer Response /* (3000, 15, 2022/01/14) */ I was quoted $250.00 on the phone for two to two and a half hours for two movers, this included their travel time. It took very little time because they only moved four items with four or five small boxes! The man in charged was very rude and the one named Jesse broke the screw off by picking up on the knob while lifting the chest. A professional mover would know better than this. When I objected to the additional charges he called the office and they told him to take it off but I was stilled charged $277.00. I have a credit card statement with the charge on it. This was a horrible experience and they should be made to pay for the issues, time and emotional stress I have gone through to try and get the drawers usable again. Thank you for taking the time to help make this issue known to the public; I wouldn't wish it on anyone. **** ********* Business Response /* (4000, 18, 2022/01/19) */ We record all phone calls and after reviewing the call the customer was quoted a price with a two hour minimum with each hour proratedo-we then emailed the client all documention from the phone call as required by TXDMV. If the client needs any of the documentation please contact ************@abmoving.com and we do show all emails/documentation to have been read by the client. Consumer Response /* (4200, 20, 2022/01/21) */ From: **** ********* (mailto:**********@bbb-email.org) Sent: Thursday, January 20, XXXX X:XX PM To: Better Business Bureau <***********@bbb-email.org> Subject: Re: BBB Complaint Case# 91627589 (Ref#XX-XXXXXXXX-XXXXXXXX-XX-XXXX) I requested a paper copy of my receipt for my records and wasn't given him one. My furniture wasn't handled properly or I would not have had a **** broken off with the screw inside it. The mover named Jess attempted to hide his actions by putting a screw into the knob that was way too long and it stuck out inside the draw. The mover named Jose' opened the drawers before moving them, so he knew what was inside the draws yet they still turned the chest upside down. The company agreed to move the furniture with the drawers inside and I thought they knew what they were doing.They turned it upside down after they left my apartment in Dallas. This was never agreed to. This situation has cost me hours of time and they destroyed a knob that can on the set. There are five drawers with two knobs on each. I also have matching night stands with two drawers in each. This is a total of 14 knobs. I have spent a lot of time with Bassett furniture and they can't replace them. I even had a representative come to my house in Flower Mound to take the drawers out because In turning the draws upside down they lodged a lent brush under the top draw. The second drawer would not close probably because they had lodged items in the track and I wasn't able to take the drawers out, this caused even more time and effort to locate someone from the Bassett store to come to my house and take the drawers out. This is not what I paid for. I did not check their status with the BBB on complaints filed and unresolved or I would not have hired them. This company is unprofessional and the one in charge of the movers, Jose, is very rude and tried to up the price. **** *********

• Initial Complaint

  11/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Movers were hired and the following items went missing. - echo dot - ring doorbell pro cam still in its box - multiple chargers - Blink camera sync module - 2 umbra hook system - photography backdrop Only reached out after everything was unpacked and entire house searched. These were also item left on my kitchen counter in an open bag. The hook and backdrop were in the garage. I reached out to the company and they offered me an amount based on the weight of my items which hardly weigh much but actually have a value to them. The company couldn't even be bothered to call me and questioned me like the criminal through email.

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2021/11/29) */ customer has signed a release settlement to resolve the complaint Consumer Response /* (3000, 7, 2021/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not sign a release settlement to resolve this issue. The business is blatantly lying as we have not reached any type of agreement. Business Response /* (4000, 9, 2021/12/10) */ Unfortunately claim is not settled but client was offered per the coverage that was taken out for the move which was stadard liability. Higher coverages were offered prior to the move as we do with all of our clients but the client chose the basic coverage. Consumer Response /* (4200, 11, 2021/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) You need to re-evaluate your offer to make things right. I tipped your drivers nearly more than what you are offering for items that have gone missing. The ring doorbell alone is worth nearly double your proposed settlement but I still had other items missing. Basing it on weight is an absolute joke. So is the fact that no one from this company cared enough to even give me a call. Business Response /* (4000, 14, 2022/01/19) */ Coverage taken out for the move is what the client chose. It is the standard minimum that all household movers in the USA have to offer free of charge. Higher levels of coverage were offered prior to the move Consumer Response /* (4200, 16, 2022/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no proposed resolution.

• Initial Complaint

  11/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Move Date changed 2 days for move even though I scheduled 2 weeks in advance. Movers were late. The movers were unorganized and inexperienced and broke an item while loading. They took a break during the move while the scheduled timer is going. Arrived 15 minutes after me to unload the truck at the new location. They seemed to be wasting time to charge more. It ended up taking 5 in a half hours. I ended up not having enough time to return the Uhaul truck which cost me $54.00 more because of them taking so long. They also hooked up the washer and forget to insert the drain hose which then caused a flood on my floor and downstairs neighbors apartment. The apartment is charging the bill on my renters for professionals to come out and extract the water damage to carpet. So now my washer is leaking somewhere due to the movers breaking it.

  Business response

  01/07/2022

  Business Response /* (1000, 5, 2021/11/23) */ After reviewing all written documents we see the move only took 4 hours the customer states 5.5 hours in the complaint which is not true. Move was from 3rd floor to 3rd floor S Dallas to Arlington. The crew was to arrive between 9-11 which they did but the crew started working about 10 minutes after 11. The written confirmation states the crew was to arrive by 11a not start working at 11-the crew has to prep and go over items prior to working and the customer is not charged for this time. again untrue statement. Latley we sent an email to the customer 4 days prior if they wanted to move the date to receive 10% off the move the replied they did want the discount 4 days prior to the move in writing. The customer states we changed the date without authorization again untrue. Many untruths in the complaint all supported by written documents but we did offer $90 to settle the case which is our final offer.

• Initial Complaint

  10/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  3 man crew arrived and the crew lead immediately tried to upsell me several times on materials. I declined & asked that he get started as I had a tight schedule. To pack and move a 2 bed, 2bath 1500sq ft apt. contents Kitchen -6 plates, 2 bowls, 6-7 glasses, 6-7 cups, 4 Pyrex pans with tops, 2 crockpots, Blender, Can opener, Coffee pot, 2 pictures, 5 pots and pans, sm items. Lvng Rm- 6 glasses, 4 shot glasses, 3 btls of alchl, 2 couches, 1 rug, 1 tv/stand. Gst bdrm- 4 bins with tops, Sm htr, 1 suitcse, 1 3-drwr chest, 7 suits, 7 dresses, Asstd bxs of shoes 3-5, a few assrted items, 1 bd w a collapsible frm, bx sprng hdbrd, and qn mattress, 1 sml stand, 1 fan, 1 tv. Guest bth- Shower curtain, Rug, Hair itms in cabinet, Soap dispenser, Mstr bdrm- 1 6-drwer chst, 1 qn bed, 2 nightstands and clothes they claimed it took 10 hrs for a total of $1600. When I left at 3hrs all was left were the beds but they took another 7hrs w an ex man! 4bd 2 stry 2600 sq ft, was only $757 w same company!

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/10/25) */ Client did not pay for the relocation Consumer Response /* (3000, 8, 2021/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not paid because I disputed the amount charged. I have been trying to contact them for a settlement so they will release my furniture to me. I offered $1000 on the day of the move as that was more than reasonable but they refused claiming it took 9hrs to move my furniture. As you can see by the attached inventory, there is no way it took 9hrs to move those things. They now have my belongings in storage have added $731 to my balance but will not respond for me to make arrangements to pay and retrieve my items. I have emailed their customer support and called but no one has responded except to send a notice of a pending auction for my things. I immediately called them and was told that the manager was busy but would call me back. No one called the entire day. I will pay this but have lodged complaints on several platforms regarding their business practices. What I found was that they have a pattern of this and several complaints from past customers who experienced the same treatment I have. They intentionally inflate their hours to gouge customers and they have to be stopped. Business Response /* (4000, 10, 2021/10/26) */ We packed clients items and moved the client from a two bedroom townhome to storage. The move and pack was not excessive in time and performed according to the agreement both parties agreed to prior to the start of the move. Client has been notified of this and as soon as we paid are paid for services the issue will be resolved. Consumer Response /* (2000, 12, 2021/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I lived in an apartment NOT a Townhome. Because I need my momentos far more than my property I am going to pay in contention. I have now been trying to reach the business via email and phone for the last 3 days to pay and they refuse to respond telling me to "contact the Better Business Bureau" This is not how business should be conducted and it why I lodged my initial complaint.

• Initial Complaint

  09/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Movers came to move with quote for 3 hours to be able to move a 2 bedroom apartment to another apartment in same complex with a 3 man crew. Pics of what was moved. The 3 men did NOT only move every box from one apartment to the other, but they also took all day to move what was in those pics. My mother, sister, and I moved the other 4 loads in about an hour 1/2 after they left, because we could not keep pay them more. 3 men in question were taking at least 15 minutes each load from truck to apt and were on their phones. We called the company and they said they would handle the complaint. 3 men also had negative things to say about us in spanish as well. Supervisor came but did not resolve a thing. We were charged almost $700 and the job was NOT completed and they broke my bed frame, which was supposed to be repaired and no one will return my calls nor follow up via my emails that I have sent in, two of them were sent; right after the incident and then today. pics minus 10 boxes or so

  Business response

  12/02/2021

  Business Response /* (1000, 5, 2021/10/04) */ The quote was a two hour minimum not an exact 3 hours as we do not know how long the move will be-2 bedroom apartments usually take 4-6 hours to complete on average. We abided by the terms of the contract that was agreed to by both parties prior to the move

• Initial Complaint

  09/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/6 AB Moving moved me to my new home. They damaged a large TV, the entry way overhead light fixture, and damaged the brand new hard wood floors. I sent in the claim with photos and heard nothing for weeks. On 8/26 I received an email offering me $130 for damages which is no where near the amount to repair/replace items. I contacted them back again with detailed information and have received no email response. I have called and left multiple messages as well with no return phone call. In the meantime I have had to spend out of pocket to repair floors, I still have no working TV in living room, and my entry light is cracked to pieces.

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/09/30) */ The settlement offer was based on the bill of lading that Ms **** signed. Consumer Response /* (3000, 7, 2021/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I may have signed a bill of lading, but I also expected that the movers who are "claimed" to be trained to use reasonable means to keep from damaging property. None of this was accomplished by the extent of the damage they did. The workers were careless and had total disregard for my stuff. Business Response /* (4000, 9, 2021/10/08) */ The crews pay for all damages out of pocket so we disagree with Ms **** statement. We do offer all clients higher levels of coverage prior to the move. We are licensed and comply with all federal laws for household good movers Consumer Response /* (4200, 11, 2021/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I arranged my moving through a concierge service and nobody informed me about increasing insurance on my move. I spent weeks trying to contact your company to resolve this and was never called or emailed back. I have spent weeks dealing with this and having to go through BBB. Also- how can you put a payment by weight when part of the money owed to me is for the damages you did to my floor? There is no weight aspect to that.

*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. ↩