Complaints

• Initial Complaint

  12/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had AB Moving at our home for a move on 11/13/24 (# ******). We were overcharged for our services, and were taken advantage of due to the fact that we were not there. We had our realtor and our friends there as well as camera footage. Furthermore, the movers did not ask permission to use the restroom, then took a massive c*** in the toilet, resulting in plumbing problems. The toilets and showers began to leak which caused damage to the carpets, wood trim, and vinyl flooring.They called at 8:35 to tell me they would be there in 20min My friend arrived to supervise the move at 8:54 AB movers arrive to the door at 9:04 Last AB mover left at 11:05 after trying to help fix the plumbing they broke so they were done even before that. ************* reported that the ********************** were there until 11:56 which is grossly untrue as you can see in the photos. We were charged for 3 hours when they were there 2 hours and 1 minute after spending time trying to fix the toilet they broke. On the phone the day before the move, I spoke with a representative and requested two mirror boxes at $11.27 per box ($22.54 total) and was charged for two Tv boxes at ***** each meaning I was overcharged by $54.46. I went over the dimensions of the pieces before ordering them so there is no reason to have been overcharged. I specified they did not need to be wrapped I requested two moving blankets and $16.50 each (33 total) and was charged for 15 paper pads totaling $49.50, meaning I was overcharged $16.50 for the pads.Totaling all of the surplus charges, we were overcharged a total of 1 hour (139) plus the materials totaling $209.96.The company caused $2500+ in damages & had the audacity to take advantage of us not being present for the move. We needed to call flood mitigation (servpro) which totaled over $1500 for their services to dry the carpet pads, carpet, wood and flooring. The plumber to fix the the problem cost $277.50, to fix the trim and the floors, it cost us $850.

  Business response

  12/30/2024

  Claim was denied it was a simple load pod that was completed in less than 3 hours.  Realtor was onsite and everything was completed correctly

  Customer response

  12/30/2024

  I am rejecting this response because:   I was overcharged  for this service.  I was overcharged for materials and time. Furthermore, damage was done to the property resulting in damages over $2500. The realtor on site agrees that AB moving is at fault for damages to the home  and left one hour before they claimed. Ring camera footage supports that they left one hour before they claimed. 

• Initial Complaint

  10/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a moving service for 10/26/24, and paid $920 plus $100 cash tip. The movers damaged approximately $1600 worth of my property right in front on me and attempted to deflect responsibility for their actions. Upon filing a claim, I was informed that they would reimburse me for less than $60 due to my having selected the lowest protection option. The thing is, I never even saw the protection options - the mover had scrolled through a bunch of forms quickly and had me sign everything without any explanation or context.

  Customer response

  11/04/2024

  AB Moving has sent a revised settlement of $150, which is still ridiculous compared to the $1600 of damages they incurred.

  Business response

  11/18/2024

  Our apologies for the issues on the move!!  All moves that are booked by AB Moving receive an estimate for moving services which has price and coverage options for the move.  Upon booking a move this information is also sent to our clients.  We show emails regarding price and coverage options were sent to the client on *****, ***** and ***** via email and text-all prior to moving day.  The client prior to the move also gets a contract to sign(signed10-26) which is the same contract that was sent on booking the move and upon confirmation of the move.  The client was sent a settlement offer of $150 

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired the company for a move on October 3rd 2024 which they sent 3 mover to complete the move. When the movers arrived the asked for a signature in which my wife signed, when asked what she was signing to was told it was for the insurance but she could not view the document on his mobile device and she then signed in to not hinder the movers. From what they reported the Insurance portion of the contract had not been signed by me and in order to do the job it was required. I was not aware of this document or the options I had for insurance coverage for the move, I was also not contacted by the company before the move to resolve this discrepancy. This is why the movers asked for us to sign on site, what I was not told was that they defaulted me to "liability" coverage and did not inform me of this in order to move forward with the move. Upon completion I was charged ******* for a 10 hour move, I pointed out that a book shelf was damaged from the move when they brought it upstairs and that my wife's ******* was also damaged and was no longer working (both items they checked before moving as required through there policy to verify status before handling the items). I was told to file a claim with the company which I did the following morning providing receipts for the items and pictures which equated to around *******. The first offer was for only ***** due to us only having liability coverage, which I informed them that not only was I unaware of my options but they failed to inform me that I had not yet completed the portion for the insurance that was required to even do the move in the first place. If they would have done their due diligence they would have informed me of my oversite to which I would have chosen the proper coverage due to me having multiple high priced items. If this would have resulted in rescheduling it would have been fine my actually move out date was on the 6th. I am requesting proper compensation for the items that were damaged.

  Business response

  10/29/2024

  not showing this name as outstanding complaint

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with the moving service provided by your AB moving company on 9/1/2024. The time I received was 8am for 9/1/2024, at 8:04 am I received a phone call stating the moving team would be about ***** minutes late. Upon arrival, I walked the gentleman through the house. Majority of the boxes were in the living room, dining room, & kitchen. I had a king bed, mattress , box spring in one room & a twin trundle bed with several boxes in another room. I specifically stated do not remove anything from the closets, the closet doors remain closed. Unfortunately, everything was removed from the closets(TV, weights, blankets, etc.. items were to remain until my last day at this home). One of my TV's became broken, my pillows on my sofa/loveseat are still missing. I observed that two of the movers were not working efficiently. One of the movers named ***** spent a significant amount of time talking on his cellphone throughout the entire move, while holding his cellphone in his hand. He also took numerous breaks which substantially delayed the moving process. The movers would walk out of the house with nothing in their hands onto the moving truck, walk on the side of the truck & just stand there or walk towards the front of the truck & stand different instances throughout the move. This lack of professionalism and productivity was quite disappointing and not what I expected. I previously used this company 3 years ago & I find it surprising that I had a considerable amount of items to move from a 3 bedroom 2 bathroom house moving from ******************, ***** to another 3 bedroom 2 bedroom house in *********, ***** in less time in 2021 versus now, During unloading of the truck one of the moved began folding blankets while the truck still had many items to be unloaded. ***** continued to talk on his cellphone. These movers wasted a significant amount of time. I never received my pillows to my sofa/loveseat and my TV was broken.

  Business response

  10/25/2024

  Good morning we are sorry for issues on the move!  The move only took 3.5 hours to complete, and we offered a final settlement offer that was far greater than the coverage taken out for the move.  

  Customer response

  10/30/2024

  I am rejecting this response because:   

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired AB Moving back in April of 2024 to move us into a storage unit. We had to move in with parents to take care of them, as one fell on broke her hip. Anyway, we have now moved back into our house and notice the washing machine door is missing to my brand new ******* Bespoke washing machine. We have gone through everything and it is not here. This new door with ***** will now cost us over $400 to replace. I want compensation for the door that is missing.

  Business response

  10/29/2024

  The client moved to a third-party storage facility in April-24 - we moved all items to the storage with the client being present.  The client did not hire us to move items from the storage-Ms ******** may want to file a complaint against the company that moved them from storage.  The client after the day of the move has 90 days to file a complaint in writing - the claim would be denied because a complaint was not filed in the 90-day time period which is required by the contract.  We do not show a written claim to ever have been filed as of 10-29-24.

• Initial Complaint

  09/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was provided moving services on 7/27/24 by AB Moving and during that process. I had a 50-inch television that was damaged by a mover during this move. I reached out to AB moving the next day, 7/28, regarding the damage and was told that a message would be taken and someone would reach out to me. I did receive an email on 7/29 regarding my issue and was advised to fill out the attached claim form that was sent with that email. I completed the form the same day with an attached picture of the damage to my television. Since then I heard absolutely nothing in follow regarding that status of this being resolved. It is now September 22, 2024.. Ive reached out to a supervisor at the company twice in this timeframe, left messages and never any return call. I had to go out that same day to purchase another television that cost me $275.. I would like a follow up and resolution to compensation for this damage. I paid a great deal for this move that included 3 movers who were only moving a small 2 bedroom apartment and they moved really slow. They ran of the time and not all of them was helping with moving. It would be times where there was only 2 and you would see the 3rd one for some time. All Im asking is for the compensation of my television and its terrible customer service there was been no follow up on the matter. Due to this, Im going up further to try and get this resolved as theres been an significant amount of time thats passed and should not have resulted to me taking further steps.

  Business response

  09/23/2024

  Good morning apologies for the damage to the TV.  The client was sent a claim form on 7-28-24 and 7-29-24 but we have yet to receive the claim form back.  Once we receive the claim form back in writing we will start the claim and make a settlement offer.  Thank you!

  Customer response

  09/23/2024

  I am rejecting this response because:   An email along with an attachment was sent on 7/29/2024 @ 10:55am to AB Moving ************** That email provided the completed claim form detailing my television incident. I have provided a screenshot of that form and also my original complaint submitted to the BBB has attachments that included that email that was sent. If this form is needed again I can resend it, but I would appreciate it if it was sent again, that there was some follow up to it, as good customer service should do. Thank you

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Movers ruined $1200 bed and $600 nightstand. Head of the crew admitted his crew was being "lazy" and damaged the item due to negligence. Company offered $160, nothing even close to the value. Communication has been truly terrible - have had to re-send claim information five times, company says "they didn't get the email". Baffled by such disdain for the customer. If ********************** wants any of its reputation intact, the settlement offer needs to have some semblance of fairness.

  Business response

  09/30/2024

  Good morning and our apologies for damage to the bed.  On 8-3-24 about 2 weeks prior to the move Mr. ****** selected our basic coverage with higher levels of coverage offered. The final offer we made to Mr. ****** was $225 which was higher than the level of coverage that he had taken for the move.  

  Customer response

  09/30/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged money for the company to hook up my refrigerator and when doing so, they busted my water line and then blamed it on the builder of the home. The builder came out and proved it was done by the moving company because it would not have passed city regulations or code. The company still charged me for the hook up when not only did they not hook it up, they broke it and then claimed they are not liable. I have tried contacting them several times for the money back, but they have not responded. The move happened 8/16/24, and I have been contacting them since then to get reimbursed.

  Business response

  09/09/2024

  Our apologies for the reconnect issue on the move.   We show the customer signed an appliance waiver and a refund was given for the appliance reconnect. 

  Business response

  09/09/2024

  Our apologies for the reconnect issue on the move.   We show the customer signed an appliance waiver and a refund was given for the appliance reconnect. 

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used this company's services on August 9th 2024. Since that date I have attempted to contact and resolve this with the company, however, they often tell me claims is unavailable, promise me a day-of response, and then never call me back. It has been over a week. They are not attempting to communicate with me. I am actually on hold right now - and by the time I finished writing this message, I was once again told to leave a voicemail as **** from claims is unavailable. This company has done this to me for days and they do not return my calls. The transgressions: I moved .3 miles down the street from a ground level 2B2B apartment to a 3rd floor 2B2B apartment. A 1-2 minute walk within the same complex. I was quoted $380. I was charged $1162, more than triple what I was quoted. The movers did not move everything from the first unit (see picture) from 2 rooms (closet and bathroom) and I had to move the items myself after paying such an exorbitant amount. The movers were unprofessional, they yelled at me in the parking lot when I was on the phone with customer service regarding the discrepancy in prices. The customer service member on the phone did not help and told me to just pay and deal with the problem later as the mover yelled at me "Credit or debit?" continuously. While moving my things, they made 2 inappropriate, sexual comments about my lack of a husband/boyfriend and the unsturdiness of my bed for "rolling around" with said husband. They often brought in one item at a time (like a plant) or used 2 people to move lightweight objects (my nightstand). I informed them at the time I was displeased and then the altercation escalated when they presented me with the bill of triple the amount I paid. I want a refund of at least 1/3 of the amount as I did not receive full services, was given subpar services, dealt with unprofessionalism from the movers and claims department, and was charged triple what I was quoted. Please help me.

  Customer response

  08/20/2024

  The company emailed me back regarding my claim, offering me a refund for one hour. I responded to the email and counter the claim because I believe that the refund amount is insignificant in comparison to my total payment. I called yesterday and left two voicemails. They have not yet responded. Trey from claims does not return phone calls. After I called five times yesterday and emailed them back They did indeed finally return my email and reply that they would let me know by end of business day today. Another thing is on the phone. I was told that the $33 charge for credit card would be reversed and that has not yet happened. I Included my email rejecting the small amount they offered for a refund and I also listed my reasons for doing so. 

  Customer response

  08/22/2024

  They have offered me $159 as a refund. I’m requesting at least 2 hours or $300 as a refund. They also promised me $33 for using card and that has not happened. Here is my response to them:

  am rejecting this offer for the same reason as before: the amount you’re offering as a refund is insignificant compared to the total I paid and in comparison to the discrepancy of the quoted price and total price. This is also the same amount you offered a week ago. So there has been no changes or effort since our last email exchange on the 13th. 
  
  
  Further, I reject the refund for “unsatisfactory move”. I am also asking for a refund for the unprofessionalism exhibited by your team and because I was giving an incomplete service. 
  
  
  I do NOT acknowledge and accept that the carrier and agents are discharged from any and all future claims or law sue suits pertaining to this claim as this claim has not been resolved. 
  
  
  I am requesting at least 2 hours of my move refunded BECAUSE the movers were unprofessional, did not comply with rules and complete a walk through, made sexually charged comments, did not complete the task, and I was charged over triple the amount I was quoted for a mere .3 mile move. 

  Business response

  09/05/2024

  Unfortunately, Ms. Khan has not paid for her move.  

  Customer response

  09/05/2024

  The message I received from them is untrue (I did pay) and they did not offer a solution. 

  Customer response

  09/05/2024

  I am rejecting this response because:  they did not offer a solution and I did pay. The original dispute is that I paid too much for this service. I’m requesting a refund to address the disparity between the price I paid and the price I was quoted. Further, I’m asking for a refund because the service was incomplete and done unprofessionally. This response is false and does not offer a solution. 

  Customer response

  09/16/2024

  Hi, it has been over a month since my business transaction with this company. They responded over a week ago with a false claim that I never paid for my service, which in fact I did. I overpaid and was never refunded for my cc fee and the whole reason I am disputing is because I overpaid for a service I was quoted significantly less for. They have not followed up since. I wanted to write this message to update the situation and to know what should be done moving forward. 

  Business response

  10/08/2024

  Ms Kahn filed a dispute on her credit card that we received on 9-8-24 the credit company did rule that we complied with the agreement for the move.  We did make an offer for settlement to Ms Kahn to comply with the agreement.  Thank you!

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired AB Moving to load a U-Haul truck for a cross country move. They loaded my possessions in ways that didn't make sense and caused damage to them on the drive. They put a bookshelf with a thin backing right in front of my dresser handles, so the handles punched through the shelf. They loaded a 60lb end table on top of a stack of plastic totes which ruined all the totes. They stacked boxes that were clearly labeled as fragile under other heavy items and items inside were damaged. Finally, I watched them literally toss items into the truck towards the end of the move instead of handling them with care. When I reached out about damaged items, I was told that they are not responsible for items they didn't move. This is absolutely insane because while they didn't drive the truck, the items were damaged due to the way they were loaded, not because of how the truck was driven.

  Business response

  08/01/2024

  Claim was denied as customer used a third party service to move drive and unload her items.  

*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. ↩