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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Square Cow Moovers meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Square Cow Moovers include:
- Complaint volume filed with BBB for business of this size.
- Response to 5 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||4|
|Total Closed Complaints||5|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Texas Department of Motor Vehicles (TxDMV)
4000 Jackson Ave., Austin TX 78731
Phone Number: 888-368-4689
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Wayne Lombard, Owner Mr. Derek Mills, Owner
Movers Movers - Office Moving Services - Labor & Materials Moving Supplies Piano & Organ Moving Moving & Storage Company
Alternate Business NamesSquare Cow Moovers, LLC Square Cow Movers
We are a local and long-distance moving company dedicated to serving the relocation needs of folks moving in and out of the great state of Texas.
Industry TipsRegulatory Information Tips for hiring a moving company
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating Overview
BBB Customer Reviews Star Rating represents the customers opinions of the business. The Customer Review Star Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score. Below is the Customer Review Star Rating scale.
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: Square Cow Moovers packed and moved me 5/21-5/22/2013. During the move they did not lay down furniture pads and scratched/scuffed the freshly resealed floors terribly. Other items were broken and/or misplaced. I filed a claim for $1971.10. They initially cut me a check for $383.60. I filed with the ***** for damages. We went through mediation but could not come to an agreeable settlement. I have asked for an itemized breakdown on how they are paying for each line item in the claim spread sheet I sent them and have never received it from them. They also claim there is no way they could have done that kind of damage to the floors even though one of the senior movers warned the others to take care and they didn't heed the warning. To get the floors fixed I need to move out for two days. They refuse to cover this expense, plus they are low balling me on the floor repair and the damage to the rocking chair. I have no idea on how they figured out the reimbursement.
Desired Settlement: The initial claim amount minus $300 deductible.
We deeply appreciate the opportunity to respond to the complaint filed by *** ******. Case #*******, letter dated January 6th, 2014
I hope to establish our exhaustive efforts to please *** ****** before, during and after the date of her move as well as provide the sound business practices and value driven standards our company culture is driven by.
Each statement/complaint is listed below with a response.
Statement: “they did not lay down furniture pads and scratched/scuffed the…floors”
Response: Unfortunately, we have dealt with many, many damaged floors since we started our company in 2008. This isn’t because we damage floors often but simply, it happens during a move from time to time. In the nearly 6,000 moves we completed last year we probably dealt with a client’s floor damage less than 10 times. Because we have extensive experience with this type of damage we had many reasons for denying this claim. First, we never cover a clients floors completely. This isn’t practical. It would take hours to cover all the floor and we would be covering the very floor we’re required to place the furniture on. Instead, we place protection in the areas most trafficked by our moving team. Secondly, we don’t use furniture pads to protect the floors. We use a neoprene floor runner specifically made to protect the floors. These floor runners were used on *** ******’s move per our protocol. The main reason that we denied the claim is because in the past when we damaged a floor we scratched or scuffed one area or one specific scratch. When a member of our team does this the scratch is an obvious moving error and easily recognizable. With *** ******, she claimed her entire house had scuffs and scratches from our movers. This would go beyond a simple moving error and single incident. Additionally, the type of floor damage wasn’t consistent with sliding or mishandling furniture.
Regardless, once we received *** ******’s claim form we viewed the pictures and became very concerned the damage wasn’t a result of our team moving her goods. Instead of automatically denying the claim we took the time to send one of our managers to *** ******’s house in ******, TX. ***** ******, operations manager at Square Cow drove nearly two hours to *** ******’s house to speak with her and see the damage firsthand. From the beginning we were determined to make sure we exhausted all efforts to verify the cause of the damage was not a result of our services. Again, we work closely with a flooring company to repair mishaps. We are not above accepting damages caused by our team. However, this situation proved to be very different.
Statement: “We went through mediation but could not come to an agreeable settlement.”
Response: Per our requirements by the ***** *** we followed through with mediation. During the mediation hearing the attorney helping to mediate asked if Square Cow was willing to come up on their offer and we responded positively. We would be willing to offer more to *** ******. The mediator repeatedly asked *** ****** if she was willing to come down to close the gap. *** ****** simply wouldn’t budge. Finally, the mediator said he was marking this case as “unresolved”. While we do not agree that we are responsible for more than the original offer we are and were willing to give *** ****** additional funds in good faith and in hopes of moving forward.
Statement: “I have asked for an itemized breakdown on how they are paying for each line item in the claim…”
Response: *** ****** did ask for a breakdown. We communicated to *** ****** that we paid her asking amount on five of the eight items she claimed. We did not accept her requested amounts on the remaining three items. The breakdown is below:
* It is important to understand that *** ****** agreed to a plan that requires a $300 deductible
Statement: “…one of the senior movers warned the others to take care and they didn’t heed the warning.”
Response: As with all damage claims we investigated and interviewed the movers involved. The crew clearly recalled *** ******’s move. They were surprised to hear she didn’t have a favorable experience. To be honest, so was I. I specifically called *** ****** at the conclusion of her move to make sure she had quality service. She told me over the phone that the “guys did great”.
We have responded honestly to each statement *** ****** made regarding her experience with our company. In conclusion, we understand *** ****** is not pleased with her settlement. We are very committed to providing top quality service and are always disappointed when a client is unhappy. However, we simply cannot accept liability for damages we did not cause. Perhaps the floors were not sealed properly and walking caused the scuffs. Perhaps the floors were not yet cured and required additional time. *** ****** had friends come over at the conclusion of the move to help. Perhaps the inexperience of a close friend caused these issues. Again, we’re confident it was not caused by our experienced crew. Regardless, we have made *** ****** an offer significantly over our legal obligation. We would like to focus on current and future clients and move forward. We would hope *** ****** would feel the same way.
We deeply appreciate the opportunity to respond to the complaint filed by *** ******* Case #*******, most recent letter dated January 31st, 2014
Each statement/complaint is listed below with a response.
Statement: “the moving guys did not put down floor protection at first.”
Response: *** *******was sent one of our top, A-Team crews. We spoke to each member of the team to try and determine the results of the move. Our head mover, assistant mover, and helpers all consistently stated that floor protection was applied according to our protocol.
Statement: “..It sounds like SQ Moovers are trying to shift blame”
Response: This is not the case. We took responsibility for the items that we believe we are responsible for replacing/repairing. If we were trying to shift blame we would simply shift blame on all the items listed in the claim. Instead, we are denying only one out of a list of claims. We were attempting to offer alternative scenarios that “could” have caused these damages. We also listed possible issues with the floors not being completely dried, cured. These are simply possibilities that “could” lead to the damage. Again, the damage to the floors is not consistent with moving.
Statement: “I spoke with the owner after the packers were finished, different day”
Response: Unfortunately, this is not a correct statement. To be certain I checked our records to verify. I spoke with *** *******on May 22nd (move day) at 5:28pm. I have documentation of this if needed.
Statement: I have asked to have an insurance adjuster evaluate the floors, not some inexperienced mover.”
Response: *** *******is assuming that our manager, ***** ******, is “some inexperienced mover”. This is not the case. ******* work experience is not rooted in moving, although since he came onboard he has learned this industry well. Before ***** was recruited and hired at Square Cow he worked for ******* and before that he was head of maintenance at a large residential property. Both jobs required ***** to be skilled in electrical, plumbing, painting, flooring, etc… This type of experience is great for our business because ***** has had extensive experience in a variety of fields, including flooring (tile, wood, stain, etc…)
Statement: “I am currently working with the ** *** on this issue. If we cannot resolve this we will go to court.”
Response: As previously stated we were/are more than happy to work with the arbitrator assigned to this case by the ** ****
We have responded honestly to each statement *** *******made regarding her experience with our company. In conclusion, we have offered *** *******a fair settlement for the items we were responsible for. We would also offer to repair the floors if we caused the damage. Simply put, we’re confident our team followed protocol and the floor damage was not a result of our team and was not consistent with a moving error.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.
Problems with Product/Service
Read Complaint Details
Complaint: SquareCow Moovers was hired for my residential move in June. They mishandled my move and did not meet the terms of the contract: - Mover accepted contract to move the sellers out of our (destination) house - Move was to be completed early afternoon - > move didn't finish until after midnight - Items in contract that were paid to be moved were not - > resulting in additional cost / expense to complete - Items in contract to move were "left" at origin resulting in significant overpayment and delays. - Move was not correctly adequately resourced - > resulting in significant overpayment - Above move conditions resulted in excessive damage to personal belongs (> $10k in repair costs) - Company sent out individual to repair damages to master bed but did not actually correct anything - Company has not responded to date to claims filed
Desired Settlement: To resolve this issue, I'm seeking $5,000.00 which is reimbursement for our severly mishandled move costing ($2,185) and damages to property ($2,815).
Complaint: ********** **
Complaint: ********** **
Complaint: ********** **
BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.
|3/13/2012||Problems with Product/Service|
|1/2/2012||Problems with Product/Service|