Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our quote for an out of state move of $12k was to include insurance. Damages to our household goods totaled $1,800 and forms were filled out and returned. First excuse was the person I was emailing with quit and then promised a check for damages within 30 days which of course came and went with no check and now again, no responses. If ANYONE reading this complaint is searching for a moving company, stay away from Crabtree moving unless you don't care about getting damages repaired. As other reviews point out, they are GREAT about getting the business but not about following up on damages. This is not a way to do business and you have lots of options for a moving company, my advice, stay away from this company.

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Crabtree family moving was supposed to move my furniture including my Steinway grand piano from my *********** address at ******************* to my new home in ******* ******. The furniture was in storage and was scheduled to be moved to to my new address April *****. I was charged over $32,000 for the move which included everything. They had about 6 people taking care of the initial part of packing etc, and when they came to unpack , there were only 2 people, who only came part of the time, starting around 10am. The second day of the unpacking I was told I needed to prioritize what I needed unpacked and I told them since I had paid for everything to be unpacked, I would not give them a check until it was all done, which resulted in a nasty commentary and finally an apology from someone in the company. Things still didn't get done properly. My entertainment center worth over $7000.00 is badly damaged and not put together properly sitting off the wall, and multiple other objects are damaged, and finally got my piano after multiple threats about 10 days ago, and its damaged. Horrible company. I dont know what you can do, but please do something.

  Business Response

  Date: 08/15/2023

  We truly apologize for the damages that have happened to ****************** belongings and we have forwarded all her pertinent information to our insurance company for the claims process to begin. We were as disappointed as ************** for the delay in getting her piano delivered. We chose to assist her with this request and contracted one of the national pianos moving companies. We only acted as her voice to contract the company and oversee it getting moved. We do not move pianos as a company, and she asked us to contract a company. They were slow to deliver which unfortunately was beyond our control, not an excuse just a fact. ************** moved to the ****************, and it is more difficult for us to get vendors to do repair work for items damaged in a long-distance situation. We have done everything we can do at this point and again we are truly sorry for the unfortunate damages that occurred.

  Crabtree Family Moving management

• Initial Complaint

  Date:03/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complete moveout of ALL contents due to flood damage. ******* failed to live up to standards as promised and stated on companys website. Garbage packed into my son's clothes as well as garbage bags of food and perishables put in my open storage unit (just found 3 days ago) and not disposed of properly. Items literally left by Crabtree on sidewalk as neighbor had to let me know. Co rcvd scanned claims report. ******* has not responded. Customer has reached out several times via email to President ****** Crabtree, and CFO Cliff Crabtree along with numerous emails to ops manager ***************************, who was responsible for back end, pack in. Customer numerous pictures and was promised by manager, *****, that it would all be taken care of. ******* has ghosted me. Brand new wood floors severely damaged (I was present as employee when it happened) and damage acknowledged by Crabtree. I was told by *****, ********************* of operations, that his "specialty wood person" would be in touch with me back on January 28, ********************************* Due to fact that floors are engineered pre finished wood floors the only way to "fix" is to replace with new wood. Crabtree was made aware of this. Broken glass shelf in curio with quoted replacement value $380, window treatments destroyed (solid wood valence broken and thrown out along with expensive material, swags, thrown out). Original cost over 3k, invoice available, and quoted replacement $3,354.00. Wood end table received 12 inch gash with replacement value $250, Broken into pieces La Toscana serving platter from ***** "retired" with "used condition" quote $74.95, Ladro's and Dresden porcelain pieces damaged and collectors items (retired) $450 min for "used" condition. All of these said items are collectors pieces. More items such as sugar bowl and *******, Porcelain ******* Irish Parian teapot lid (retired) used condition quote from Replacement Parts $149.95, Lenox engraved porcelain giraffe with new quote from Lenox $54.

• Initial Complaint

  Date:02/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband, *********************** and I hired Crabtree Family Moving in 5/2023 for a move that eventually took place in 7/2023. I chose them because of their BBB A+ rating and they offered storage and since I had not found a home by the time I had to move, we suspected we may have to store our belongings. We accepted their higher bid over other moving companies as we appreciated their flexibility given we were uncertain of our move-in date when we moved out. It was a tough time to buy a home but eventually we found one and Crabtree moved and stored our belongings from 5/2023 until our apartment opened up in 7/2023. That said, after our belongings did arrive 7/2023, several items were missing or damaged, some so badly they were unusable. The moves ****** apologized for the condition of our best piece of furniture, a cherry dresser admitting it hadnt been wrapped (no blankets, nothing). I contacted ****** ******** who we had been dealing with from the beginning and he asked I send pictures and get estimates for repairs and replacements. It took time to get the estimates ****** ******** requested and I sent them 9/2023. Never heard back. Contacted him again, no reply. Contacted him again in late September, he said it was now in ******************************* hands. Called *****. Left message, no reply. Called again, spoke to ********************* who asked for pictures of the damage and also reported there was an official form that needed to be filled out and he would email it to me. I get the form 11/2023 and return it. 12/2022 I contact *************************** again who asks for pictures again and requested I "give him some time." 1/2023 I reach out again for an update and asking him to expedite the process as it has been six months since this started. He has not responded to my email. Last week I emailed ***************************, ********************* and ****** ******** asking for an update. As of today, I still haven't heard back.