Complaints

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The crew from AB Moving did not wrap my things properly and ruined $2,600 of brand-new furniture. The company asked for receipts for the sofa and chaise, as well as photos of the damage. Two weeks later, they offered me a $285 settlement. The move itself cost $487.75, and the furniture is so damaged that I can't even donate it.

  Business response

  05/02/2022

  Business Response /* (1000, 5, 2022/04/06) */ We offered an initial settlement offer that was based on weight according to Texas DMV regulations. After speaking with Ms. ********* we did increase the amount of coverage to $1,499 so that she could replace the sofa. A check has been issued and received by the customer. Consumer Response /* (2000, 7, 2022/04/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 17, 2022 I used AB Moving to move items from a storage unit to my new home. I also used AB Moving on July 3, 2021 to pack up my items and on July 5, 2021 to move my items into the same storage unit. Upon delivery to my new home there were several damaged items and some missing pieces. I filed a claim with AB Moving On July 17 and included pictures of all damaged items and was offered a settlement amount of $25 for just one of the items. I have attempted to escalate with them and none of my phone calls or emails have been returned. Below are the items that were damaged and/or missing: -Waterford Goblets shattered (offered $25 settlement) -Outdoor Sunbrella table - one leg has been broken off and is missing (cannot use the table with 3 legs) -Dresser mirror - glass shattered -King size bed frame assembly pieces missing

  Business response

  06/03/2022

  Business Response /* (1000, 5, 2022/04/05) */ The claim was denied as the items did not come to our storage they went to a third party facility. Items going into a clients storage that not under our custody and control are not covered. Although we denied the claim we did offered the client a settlement based on the coverage taken for the move. She denied the settlement so we can increased the offer to greater amount than the coverage Ms ***** took for the move. Consumer Response /* (3000, 7, 2022/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was offered a larger settlement ($100) after I filed a claim with the BBB. While I did not use AB Movers storage facility (I didn't even know they offered that), all items were moved into my storage unit and out of the storage unit by AB Movers, nothing was moved in the interim. Considering the total damage is well over $1k, with the mirror having to be discarded altogether, I am asking for some additional consideration with the settlement amount. Thanks. Business Response /* (4000, 9, 2022/04/14) */ The claim was denied as the items went into a third party unit but we did go ahead and offer coverage as if the items went into our facility. The offer made is based on federal regulations for household goods moving companies in the USA that both parties agreed prior to the move. Settlement offer and contract is attached. Consumer Response /* (4200, 11, 2022/04/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) As mentioned previously, the resolution provided in this complaint was not offered until after I filed a complaint with the BBB. I am willing to accept these terms, please let me know how to complete this process. Business Response /* (4000, 14, 2022/05/26) */ Although not relevant the offer to *** was made on 3-21 notification of the complaint by BBB was 3-22 see timeling from BBB 03/22/2022 Notify Business of Dispute - Member Ms ***** credit card was refunded today per the settlement she should see the refund in a few business days thank you!!

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last year, (8/30/2021 & 8/31/2021, move # XXXXXX) we had AB Moving move us from our house into a storage unit. We were using this unit to hold our property unit our new home completed at the beginning of this year. As part of the move, had the company move some items to my parent's house where we were staying in the interim. I have a collection of scotch packed in multiple boxes that was being moved. All but one box was filled to capacity (12 bottles each) and taped up in preparation for the move. I intended to move the one box that was not taped myself, but it ended up getting picked up by your team along with the items that were coming to my parent's house. This un-taped box had 2 brand new bottles of scotch along with a few other items. The taped boxes of scotch went to the storage unit. After the move, I went to grab those two bottles of scotch and they were not there. I called the company to ask if the movers had found them in the truck after the move and was informed that the movers said "No". I know for a fact that only the movers could explain how those 2 bottles went missing but decided it would make more sense to wait until I could assess if there were any other missing bottles. Once we moved out of the storage unit, I was able to confirm other bottles were also missing. Through recognition that a few of my most expensive bottles were gone and by reviewing my receipts from Total Wine, I could directly identify an additional 7 missing bottles which meant an entire other box of scotch had also been stolen. With all boxes being full when packed, and the box being used was a 12-count liquor, that meant an additional 5 bottles were also missing. (2 bottles from the open box delivered to my parent's house + 7 individually identified bottles in the second box + 5 unidentified bottles in the second box = 12 bottles). I submitted a claim to the company that included the itemized list of missing bottles (a total of $1,717.91 + $141.73 worth of tax). The respon

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/03/22) */ We are not responsibele for items going to third party storages as we have to be in custody and control of items for the duration of the move. we do have a 20k storage facility. We were not asked to perform an inventory of the items going to customers storage nor were we given an inventory. We did not take items out of storage. Claim was denied because of the above reasons and it is stated on the signed bill of lading. Consumer Response /* (3000, 7, 2022/03/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Some items were missing from boxes not put into storage rather left at the destination house. The missing box never should have been put into storage. Other related items were also left at the destination house. Just because some items did get transported to the storage facility doesn't absolve responsibility. The movers were instructed to leave all wine and liquor boxes at the house - not take them to storage. So the response related to the items being at the storage unit does not apply here.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dispute is about much damage to furniture, refrigerator, household, and personal items. Some missing. Moving date: November 4,2021 from a two story house. Moved about 5mi. within Mckinney. Moving charge: $2,128.25 Job: #XXXXXX-X Initially the agreement was for two trucks, and each with two or three workers due to the sizable move. Only one truck with three workers came. I asked about the other truck and crew, but the driver said they would do the job in one day. They worked from about 9am until about 1:00am the next day , and refused to finish, and left hastily. I had to get other help to complete the move. Everything was loaded by hand. The truck did not have a lift, nor did they use a loading ramp. Most furniture had some damage, some broken furniture, some expensive picture frames broken, and broken glassware ( some collectable ). The stainless refrigerator door is scratched with several burnished areas by rubbing against other objects. Also, several burnished areas on the furniture. A large expensive oil painting has surface damage. I had prescription medicine missing. They were not supposed to pack medicine. The packing that they did was so mixed that we could not tell what areas of the house that item came from until we handled everything. Items from the bathroom may be with kitchen items. The bottom of my grandfather clock is broken. There are additional damages that are not listed. I was charged for several pricy garment boxes, but nothing was hanging, and the clothing was just dumped in. Item were so scattered that it took several days to determine where things were located. Two days after the move I contacted AB Moving Customer Service to report the bad service by the movers, and the resulting damages. I received no reply from AB Moving after several days. I then asked for them to send someone to observe the damages. About a month later an employee of AB Moving came to observe the damages. OUT OF ROOM

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/03/02) */ Claim was denied after we did onsite inspection(damages preexisting) but we did offer $50 back for the move we can increase the offer to $100 as a final settlement. Thank you!! Consumer Response /* (3000, 11, 2022/03/29) */ Follow up reply to AB Moving for settlement of claim BBB Complaint ID #XXXXXXXX Forwarded Message From: ***** ***** <**********@yahoo.com> To: CustomerCare <************@abmoving.com> Sent: Monday, March 28, 2022, 11:19:52 AM CDT Subject: Fw: Claim for property damages by movers. AB Moving/Job No. XXXXXX-X, on 11-04-2021 Forwarded Message From: ***** ***** <**********@yahoo.com> To: ***** ***** <**********@yahoo.com> Sent: Sunday, March 27, 2022, 05:27:59 PM CDT Subject: Re: Claim for property damages by movers. AB Moving/Job No. XXXXXX-X, on 11-04-2021 To: AB Moving 1701 Summit Ave., Ste 8 Plano, Texas 75074-8175 From: ***** ***** **** **** **** ** ********* ***** XXXXX The complaint filed with Better Business Bureau, Complaint I.D. No. XXXXXXXX Attention: General Manager; My claim for damages was made to your Customer Service Staff soon after the move. The report by the Better Business Bureau in Dallas, Texas describes the complaint for damages. The AB Moving representative that appraised the damages indicated that the movers that were subcontractors for the move did not perform the move as required by AB Moving by not using a truck with a lift, or using a loading ramp. Consequently every thing lifted by hand. The representative took a broken glass shelf to duplicate and replace, but the item has not been provided. The damage is extensive, and I cannot provide proof on all of it. If I could the cost would far exceed the charge for the move. I will request repair, replacement, or payment for some items that I can prove were caused by the movers. The items: Stainless Steel refrigerator side-by side doors, large oil painting with surface damage by tennis ball size areas of pressure, floor area of grandfather clock/broken, high quality picture frame ( broken completely apart/family member ), $500 3'x4' wall painting/frame broken that maybe can be repaired, collectable antique area table/two ball & claw areas of legs broken off. Among the missing is something we have not mentioned: Sterling Silver Flatware set valued at about $1000.00. I may not be able to prove it, but it is a loss to us. MY request: I prefer that you have these items professionally repaired, but will accept reimbursement of $1,800.00 as settlement of the dispute. ***** ***** Copy: Better Business Bureau **** *** ******* *** **** ******* ** XXXXX-XXXX Business Response /* (4000, 13, 2022/04/05) */ The client can send in pictures of alleged damage. We have a document signed by client stating no damage occured we also sent someone out to the clients residence and he stated the same. Consumer Response /* (3000, 15, 2022/04/11) */ April 8, 2022 9:30 PM AB Moving has stated to me that all of the extensive damage to my belongings is preexisting. Although their inspector that observed it did not respond that way. If it is something that you can do I would like for you ask them for the evidence. ***** ***** Business Response /* (4000, 18, 2022/04/18) */ We have yet to revueve pictures. Please have Mr ***** send them to us thank you!! Consumer Response /* (4200, 20, 2022/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) No name of authority has appeared with an AB Moving reply. Their statement of preexisting is void of truth. Extensive damage obviously by lack of concern in proper handling of our property. Several items missing. Three glass shelves were wrapped together/one was broken. The broken shelf was taken by AB Moving. I was told that they would provide a replacement. To date nothing has been provided. I intend to send a few photos from my Iphone. They sub a move to another moving company, and withhold any responsibility for damages. The public needs to know. Business Response /* (4000, 25, 2022/05/05) */ documents sent via yahoo account by the client we are unable to open

*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. ↩