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BBB Accredited Business since
Phone: (512) 452-4799 Fax: (512) 837-9259 250 North Bagdad Rd, Leander, TX 78641
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A BBB Accredited Business since
BBB has determined that Apache Moving & Storage 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 <em>lowered</em> the rating for Apache Moving & Storage include:
- 8 complaint(s) filed against business
Factors that raised the rating for Apache Moving & Storage include:
- Length of time business has been operating
- Response to 8 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||6|
|Total Closed Complaints||8|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
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 Transportation
125 East 11th Street, Austin TX 78701
Phone Number: (800) 558-9368
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Terry Oliver, Owner
Movers Movers - Office Moving Services - Labor & Materials Moving Supplies Piano & Organ Moving Moving & Storage Company
Alternate Business NamesApache Moving & Storage LLC
Industry TipsRegulatory Information Tips for hiring a moving company
250 North Bagdad Rd
Leander, TX 78641 Directions
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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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Problems with Product/Service
Read Complaint Details
Complaint: After only a preliminary discussion relating to the amount of items we would be moving, I called to confirm we would be using Apache Moving and added a few items removed a few from original list. I told the person there would be double the original Amount of boxes. I was told as long as I understood it would be $1.05 for additional boxes we were good. No further calls to verify move were made to us. They sent a 36 ft trailer. We had a 2700 square ft home 2 living areas 3 bedrooms large garage. We have moved 10 times in 46 years of marriage and never been presented with a truck too small for our things. Halfway into the day we were told our things would not fit. We ended up renting a 10ft uhaul truck and a 14 ft haul truck and filled them both. My husband had spinal surgery in May and shouldn't have had to move anything. The owner said I should have known he wasn't sending a semi truck. If I had one before should have told him,expecting knowledge of moving practices on our part . Too much responsibility was put on us to organize move. The mirror in our curio shelf was broken. Our ****ress was dragged on floor and soiled. Perhaps I should have double checked list more thoroughly but have never had to in past organizing moves was the responsibility of mover. $2100 for Apache another $500 for UHAULS. Should have gone with larger national mover and not tried to save money. Owner was rude and unapologetic and put entire blame on us.
Desired Settlement: Refund cost of UHAULS trucks
To Whom It May Concern:
I did not respond the apache movings answer because my husband had to go to the hospital at st. David's in ****** for several days due to over doing it during the move. Apache Moving knew I had a 2762 sq ft home, 2 living areas, 3 bedrooms, 3 baths, 2 dining areas and they sent a small 36 ft trailer. The additional items listed on move by driver were things not asked over the phone when they asked what items we had to move, ie 2 small bean bags. We rented a 10ft then a 14 ft uhaul truck to complete the move and my husband who had spinal fusion surgery in May ended up doing half of the move. It is not the customers responsibility to access the furniture etc and decide on a truck, it is the moving companies. I had one brief conversation with **** and answered all his questions. When I called back to ask for their service talked to the owner because **** was out. I added a few items and took some off. There was not another detailed conversation. I said there would be more like 100 boxes rather than 50. He did not note this on drivers form and told me just know it would be $1.05 additional per box which I agreed to. Very unprofessional, putting blame on the customer. I have moved many times during my 46 years of marriage and never ever had this situation. I would not lie about the items I have, we are in more than a good financial position to pay a mover. My husband had to go to John Sealy Hospital in ********* Friday and ended up in ****** at st. Davids until last night. Diagnosis lifting too much during move. I hold Apache and their irresponsible moving procedure directly responsible.
To Whom it may concern:
Problems with Product/Service
Read Complaint Details
Complaint: Mover was to move my sister. They did not move all the boxes. They were self sealing boxes purchased for the move. When I called back they were rude . They said they werent going to finish the move. Yet they made sure they got their credit card charge. Feel we were ripped off.
Desired Settlement: We had to make other arrangements to get her items moved. They only moved about half the items.
Apache Moving did everything as we were supposed to for this customer.We do not take loose items or untaped or unsealed boxes.They were credited for what we did not take.The customer has made no attempt to call our office and should do so if they have an issue.
Apache moving does not feel that a refund is due because we can only take sealed boxes because without tape they are a liability.Apache took everything that was sealed and ready.
Concerning Mr. *******’s move .Mr. ******* was not present at the jobsite and had a caregiver present at the time of the move. The boxes that Mr. ******* is calling self –sealing boxes are not .They require tape to make sure that the bottom does not come open due to the weight of the box contents. Apache waited for 30 minutes at no-charge to the *******’s for the caregiver to tape the boxes and when they ran out of tape there were boxes left untapped. The boxes that were left untapped were not moved as per instructions from the caregiver and the *******’s were not charged for those boxes . The original price was $ 309.73 and Apache collected $ 250.73 that price reflected all deductions that were due.
Our independent contractors go to great lengths to provide our customers with the highest level of customer service. Apache has strict guidelines that must be met for each and every move. Each moving box must be taped on top and bottom before being handled. This policy is in effect to protect our customers belongings during transit. As for your/your sister's box count, we were verbally given a total box count of (80) eighty boxes less than 50 pounds each. Upon the initial walkthru on the day of the move, all boxes were counted (inventoried). There were only (48) forty eight boxes to be moved, not (80) eighty. You were only charged for (48) forty eight boxes not (80) eighty boxes the day of the move. The amendment is listed on your contract. YRG is the person who signed the contract. We do not personaly know YRG. She could be a caregiver or your sister. YRG signed the moving contract agreeing to: Carrier's Liability, amendments to contract, type of proposal provided, authorized above moving services and accepts delivery of this shipment. We here at Apache are always willing to listen and learn from our customers. We are truly sorry for any confusion during your/your sister's move. We do appreciate each and every customer.
Problems with Product/Service
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Complaint: I used Apache Moving on August 10, 2013 during the move of household goods they lost a container which held a sawzall and some other tools and equipment. They also damaged a leather couch during the move. We notified the owner ***** ****** of the incident and he told us he would check his security tapes to see if the container was brought back into the yard after the move. On Aug 10 he called and verified that the container was in their possession because it showed in his security tapes. He said the vehicle it was it was on a move in Dallas and he would need a few days to try to locate the items to return them to us. We called after four days and left messages for him. We repeated phone calls on additional days until we had called five times to find out if our property would be returned. Finally on Aug 20 we called twice more and only got through to him after advising that if we did not hear from him we would use social media to contact him and other potential customers. We were originally told by the owner Mr. ****** that the tool would be replaced by him if it couldn't be located. We were now told that we had to file a he claim for the lost items and he had 90 days to respond. He now accused us of "adding on" to the list of lost items. I advised him that originally the movers had damaged our leather couch but because they said they would have to pay for it, we told them we would put the damaged side against the wall, and we would forget about the damage.since the owner was so rude in not answering phone calls and in the way he insinuated that we were fabricating a loss we told him via email that he could now also pay for the damage done to the couch. He called immediately after receiving the email and said that he was now ( going back on his word) and NOT replacing the lost items and that he would only do the minimum required by law which was to pay a loss fee of .60 per pound. He became more agitated and then told us he is going to just deny our claim. Please advise all potential customers of our very negative experience with this company.
Desired Settlement: I think the owner has a responsibility to return phone calls after he tells the customer to call him back regarding lost merchandise. I want the full value of my lost and damaged items to be paid or I want my original items returned.
In responce to Mr.********* letter.Apache Moving went to the ********* residence and did a walkthrough with the *********.We had a nice walkthrough and everything went well and I explained that all boxes and containers need to be sealed.Their move went well. At the end of the move the ********* asked if we could take the one open container that contained the tools in question.The crew went ahead and moved it for them to be as helpful as possible.The container ended up being left on the truck by mistake.The ********* called and made us aware of the missing container and we said we would try and locate it.Upon realizing that the container had made it back to our yard but then was misplaced Apache told Mrs.******* by phone that we would replace the items.Mr ******* started calling the office over and over demanding attention to his claim immedietly without ever reading his contract and understanding the claims process.I tried to accomadate Mr.******* and told him it would help if we could have a model number and as much info on the missing saw as possible for replacement.Mr ******* then started telling me about what items were in the container and remembering items that he did not previously tell us about.I explained that we have to have a complete list and cannot add things on after the initial claim.Mr ******* took that as Apache accusing him of a false claim.Things went downhill from there with Mr ******* then bringing up a sofa damage not previously mentioned either.Apache told Mr ******* that we would take care of the sofa as well.I asked Mr ******* several times if he had read his contract's claim process and he kept ignoring the question.Mr ******* then proceded to tell me how he would write bad reviews on Yelp and THE BBB as well as the MLS and local community's Bulletin board as well as disputing the credit card charge simply because he would not read his claims provision in his contract and make himself aware of the process.I feel that it is wrong for an individual to be able to slander a company simply beacuse that person is unwilling to give the company due process.Apache sent a settlement letter to the ********* to expidite the claims process however if the credit card charge is disputed Apache Moving will not pay or repair any items on the claim.I also want to address the disputed amount of $364.00 in this letter.I am not sure what Mr ******* is refering to because this is the first mention of a disputed amount as far as Apache knew there was no mention of any problems with the bill .
Concerning Mr.********* claim.We are a company that is governed by Texas Dept.of Motor Vehicles.All moving companies in the state of Texas have a claims process.This process is well defined in the contract that Mr.******* signed but refuses to read.We are required to respond to a customers written claim within 20 days of the initial claim with a letter letting the customer know that we recieved their claim.We then have 90 days to either settle ,repair or deny a claim.Mr.******* is creating all of this because he thinks that he is above everyone else and deserves special attention.We respond to all claims in a timely manner and settle most way before the 90 day time limit.Apache did send a settlement letter in response to Mr.********* written claim which was only recieved on August 20th and on August 21st ( one day later ) Mr.******* has started making all this fuss.We were never given time to even begin the steps of resolving his claim.Mr.******* by his own admission was happy with his move and everything else comes down to Mr.******* not reading his claims provision and believing for some reason that we should treat him different than everyone else.
Read Complaint Details
Complaint: My appointment was at 4PM on 27th July 2013. They arrived at 10:30PM. Apparently the clients before us made them move more stuff than they had initially planned. They arrived at 10:30. As soon as they arrive they enter the time in their logs. We were discussing about the delay for 15 minutes and eventually started the moving at 10:45. We were told that even if we cross the minimum 2 hour mark at 12:30 AM by 1 min, we would be charged for an extra half an hour. Even though I said that we actually started moving at 10:45, the guy did not seem to understand it. 15 minutes of their time is apparently more valuable than 6.5 hours of mine. When it comes to the actual moving, they made it very clear that they would move only sealed boxes. If the boxes so much as have a small tear in the cardboard or if there's any box that had an open top, they would not move it. It's probably their rule and I don't blame the guys that showed up for it. But for some reason these things are not clearly mentioned on their websites. All in all, they have extremely poor time management, they do not enumerate their rules clearly and their policy of logging the start time should be fixed. And finally they did give me a 20% discount for the 6.5hours delay which was " the best they could do ". Since it was the best they could do, I am filing a complaint here as a 20% discount does NOT do justice for a 6.5 hour delay.
Desired Settlement: The business has the responsibility to do the following: 1) Keep the promise about the time of arrival. In my case they were 6.5 hours late. It is unacceptable. 2) Advertize what exactly it is that they will move and what they wont. 3) Start the move starting time after the person reads the contract, signs it and the move actually starts. Not as soon as the movers arrive.
Apache Moving does apoligize for being so late.Apache is not in the habit of telling customers that we cannot complete their move even when they have underestimated their inventory.The general policy of any Moving company is that no open boxes are taken.We always start the clock upon arrival on a job site however in your situation we could've worked with you a little more because of our tardiness.We discounted your hourly move by 20% in an attempt to satisfy, even though we do not discount hourly rates.
Read Complaint Details
Complaint: I scheduled a move with Apache for 4:00 June10, 2013. They told me there was a 2 hour window. At 6:10, no one had shown up and I had not been contacted, and so I called. I spoke to a gentleman who said the driver was probably on the way, and he would call me right back. 10 minutes later, I still hadn't heard, so I called again. This time I spoke to a woman. She was unpleasant and aggressive. She said the movers wouldn't be there until 7:00 at the earliest. When I said that wasn't okay, she said they had a three hour window. I told her no, I had spoken with two different gentlemen, and they both said a 2 hour window. I have 4 children, including a 3month old, and I wouldn't have scheduled this for 7:00. I also said if they were running late, they should have communicated with me. She said she was communicating. At that point I said not to send people because it was too late. Apache confirmed the wrong time for the move the day before. I believe they scheduled this wrong, didn't have people available, and instead just lied to me that they could make the 4:00 appointment. They had good reviews, but my experience was horrible. I took off work to be there at 4:00' and they never even apologized.
Desired Settlement: Offer to perform for reduced price, in recognition of my wasted time and inconvenience
Apache Moving would have been very willing to offer a reduced rate however it never got that far.******** just said that she wished to cancell service because we were running late.Apache did apoligize several times and told Michelle that we would definetly be there however it would be at 7pm.
|9/24/2012||Problems with Product/Service|
|8/24/2012||Problems with Product/Service|
|7/5/2012||Problems with Product/Service|