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BBB Accredited Business since
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This company offers commercial & residential moving.
A BBB Accredited Business since
BBB has determined that Guerra Brothers Moving 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 13 factors. Get the details about the factors considered.
Factors that raised the rating for Guerra Brothers Moving include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Licensing, Bonding or Registration
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
Business ManagementMs. Estela Fajardo, Owner Ms. Virginia Brisero, Owner
Moving & Storage Company Movers Movers - Office Moving Services - Labor & Materials Moving Assistance - Packing, Unpacking, Organizing Storage Units - Household & Commercial Paper & Document Shredding
Alternate Business NamesGuerra Brothers Moving Company Guerra Brothers Moving Service Guerra Moving Services
Industry TipsTips for hiring a moving company
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
1805 Clay Ave
Waco, TX 76706 (254) 754-0022 (254) 733-3267 Directions
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BBB Complaint Process
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Additional Phone Numbers
- (254) 733-3267(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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BBB Letter Grade Scale
Star Rating scale
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Problems with Product/Service
Read Complaint Details
Complaint: 8/04/14 Received written proposal from Guerra Moving. Proposal says price includes “both cargo and $.60/lb coverage.” 8/13/14 Contacted Guerra Moving via email to specify what the policy was on if something “gets broken or lost”. **** replied that the “standard rate for cargo insurance is $.60/lbs.” 8/21/14 Moving company was scheduled to arrive at 8:00am. They arrived at 8:25am. During the move they handed me a pamphlet on moving in the state of Texas, which I signed for. We started loading the truck right away so I was not able to stop and read it prior to moving. During the move they pointed out a few items that had existing damage to them. They pointed out the kitchen baker’s rack, and chairs in the living room. I was aware of these items having damage and told them it was ok. I was in the house with them moving and directing things nearly the entire time of the 3 hour packing process. At no time during the packing process did I witness anyone taking pictures. They did not take pictures of the chairs or baker’s rack which had damage, either. Upon arrival to the new house, I helped and directed where to unload things. When they asked what to do with the loveseat, I replied, “put it on the back porch”. There is a huge concrete back porch which you can't miss. Later I discovered that they had laid it in the grass behind the shed. 8/22/14 When getting items arranged in the bedroom, I discovered that the leg to my son’s bedroom dresser was completely missing. It's not a "leg" that can be removed, it's actually built into the dresser itself. The dresser was pushed against the wall in the corner so it wasn’t obvious until I went to rearrange it. I contacted Guerra as soon as I noticed it and spoke with ****. He told me that they would likely weigh the item and the insurance rate of .60lb would apply, but that he couldn’t make an executive decision and that he’d have Estella give me a call. Estella called me and said that she would first check with the movers to see if they could locate the leg of the dresser. I told her that I wasn’t sure if it could be repaired even if they did find the leg. She said that they had a really good furniture repair person that could probably repair it, but that if it couldn’t be repaired then the insurance rate was $.60/lb and that they’d have to come weigh the dresser. She said she would check with the movers and give me a call back. I did not hear from her again the rest of the weekend. 8/25/14 I called Estella and asked what the status was. She said that the movers weren’t able to locate the leg of the dresser and that she’d come to the house and look at it. We made arrangements to meet at 12pm on Tuesday, August 26th. 8/26/14 Estella arrived to my house at 12:10pm. She looked at the dresser and noticed a brace underneath it which is also built into the dresser. She said well the movers said that it was broken before they moved it. I said no it was not broken. She said that they took pictures of it and I asked to see the alleged pictures, which she didn’t have. She said well even if it was broken during the move, the insurance only covers items that are completely destroyed, and that since the dresser was still usable that the insurance wouldn’t cover it. I said well this wasn’t specified at any time. I also mentioned that they had left my loveseat in the grass and showed her pictures of that. She asked me where I told them to put it and I said that I had asked them to put it on the back porch. She said well did you stand outside and show them where you wanted it? And I said no – I thought that the back porch was pretty specific. She said that if I don’t stand out there and point to where I want it that they’ll just put it wherever. I said specifying the back porch is specific – I didn’t say dump it in the grass behind the shed. She said that it was my responsibility to specify a specific location. I said well that’s not right. Then I said I wanted her to email me the supposed pictures of my dresser. She took my email address and left. When I hadn’t heard from her by 3pm that day, I emailed a follow-up and reminded them that I wanted a copy of the pictures. I also queried why when I specifically asked about what the policy was for a “broken” item – they replied with the insurance rate. At no time did they specify it only covered “destroyed” property. I never received a reply. 8/27/14 I called and spoke with Estella at 10:20am and asked her what the status was with the pictures. She said that the guy wasn’t at work but that they had taken pictures and they were very honest guys. I asked if I would get them today and she said he wasn’t working today and it would probably be tomorrow. I asked her if she could have them email or text her the pictures. She said that the guy was at the hospital with his wife and she wasn’t sure he could do it. She then said that the guys had looked for the leg to my dresser and couldn’t find it and that the pictures showed it was damaged before and that they told her they specifically remembered it was damaged but that there was a center brace on the dresser and that it supported the weight and that was why they hadn’t pointed it out to me because they assumed I knew about it. I told her that what I knew was that my dresser was not broken before they moved it and it was broken after they moved it. I also told her that I was there the entire time and not once did I see anyone take a picture of anything in the house. She asked me if I took pictures of the dresser before they moved it and could I prove that they had broken it. I said no I didn’t take pictures and asked why would I take pictures of every item in my house? Then I asked why when I asked about the insurance coverage nobody mentioned it only applied to items destroyed and not items broken? She said that they gave me a pamphlet that says that and that nothing verbal applied – that only what was in that pamphlet. If that was the case, she should have sent the pamphlet along with her proposal. I told her I would be contacting the BBB to report them.
Desired Settlement: I'd like them to replace the item they broke. I would have been happy with the $.60/lb which is what they offered, but now I'd rather they just replace the dresser. I spent nearly $700 for them to move my items. I would have been happy if they would have used their insurance to cover it which they told me they would. Instead they treated me like crap, implied that I was lying to them, and treated my property like crap.
After questioning the employees involved in the move for *. ******* they assured us that the dresser in question was damaged before it was loaded in to the truck.