Complaints

This profile includes complaints for Dumbo Moving & Storage, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Dumbo Moving & Storage, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Dumbo Moving & Storage, Inc.

  15 North Oxford Street Brooklyn, NY 11205-1006

  
• 

  Dumbo Moving & Storage, Inc.

  2560 Cedar Springs Rd STE 3325 Dallas, TX 75201

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:07/10/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Booking and Price Issues: I was provided a guaranteed price of $1,650 and the company charged $1,666. There were no changes to the overall order size to justify the $16 increase in price. Inconsiderate Packing and Lost Damaged Items: While we can understand that sometimes fragile items will break during a move, even if reasonably packed, the moving team did not take reasonable precautions in order to make sure that items were appropriately packed before moving. We had a number of glasses which were packed underneath countertop appliances. Of course, the heavy countertop appliances were too much for glass to support and naturally they broke during the move. The movers were inconsiderate with our property and would not have packed that way if it had been their own property. They do not offer any meaningful insurance (their gold package has a $500 PER ITEM deductible), and will not accept any responsibility for damage. Total damages were $86. Lost / Missing Items: Several Items went missing throughout the process despite me seeing them packed up and giving explicit instruction to take them onto the truck, including television remotes and my childs bouncer. Its likely that these were left on the truck but in their hurry to clear everything out they were overlooked and left on the truck, but with the movers responsiveness well never know. Total damages approximately $90. Damage to Flooring and Lock: The movers repeatedly slid heavy boxes across the wood flooring causing deep scratches. In addition, their slamming of the doors resulted in breaking the deadbolt at the old apartment. Total damages $200+. In addition, the company forged my signatures on several documents. Most of the files that they sent as signed were never presented to me for signing and I have a distinctive signature which is not present on any of the documents that they sent me. In most cases, the signature presented is the same as the carrier's signature indicating it's just their own.

  

  Business Response

  Date: 07/11/2025

  1.?Billing Issue ($1,650 quoted vs. $1,666 charged)
  The $16 difference reflects a standard electronic processing fee charged by the bank/payment processor when a credit card is used.
  This optional fee is disclosed during booking and is not added or retained by Dumbo Moving.
  
  2.?Damaged Glassware Claim Open (Claimed: $86)
  *** ****** selected the Silver Protection Plan, which includes the federally mandated basic valuation coverage of $0.60 per pound per item.
  Based on the reported weight of 1 lb per item, the contractual compensation is $1.20 total.
  As a goodwill gesture, we offered $30.00well above the required amount. This claim remains open, and the offer still stands.
  
  3.?Missing Items (Claimed: $90)
  No missing items were noted at the time of delivery, and no loss report was submitted on the day of the move.
  We are still awaiting a detailed list of the missing items and their estimated weights from *** ****** so we may evaluate the claim under the existing valuation coverage.
  
  4.?Property Damage to Flooring and Lock (Claimed: $200+)
  No report of property damage was received during or after the move prior to this BBB complaint.
  We encourage *** ****** to submit photographs, repair estimates, or documentation from the building to the existing claim email thread so we may properly review and respond.
  
  5.?Insurance Coverage Gold Plan Clarification
  The Gold Plan offers full replacement value protection for items packed by Dumbo Moving, not for PBO (packed by owner) items.
  It does not apply to boxes packed by the customer, but for company-packed items, it significantly increases coverage versus basic valuation, with no per-item weight limitation.
  *** ****** opted for the Silver Plan; upgrade options were provided via email on June 30, 2025, but no changes were made prior to the move.
  
  6.?Alleged Signature Forgery
  All documents were signed via our digital MoveSoft system, which includes timestamp and GPS verification.
  Carrier refers to the *******; the customers digital signature was captured separately.
  We have reviewed all documents and found no evidence of tampering. We are happy to share these audit logs with the BBB if requested.
  
  Summary of Resolution Efforts
  Issue                                Status                   Dumbos Response
  $16 charge                     Explained           Standard card processing fee, disclosed in advance
  Damaged glassware        Open                    $30 goodwill offer extended (pending acceptance)
  Missing items                  Pending             Awaiting detailed list and weights
  Property damage    Not reported to us         Invite customer to provide documentation for review
  Insurance coverage     Clarified                   Gold Plan provides full value protection (not for PBO)
  Signature claim            Addressed                           Verified through digital audit trail
  
  
  We sincerely regret that *** ******* experience did not meet expectations and are committed to resolving legitimate claims fairly and promptly. We hope to continue working toward a reasonable resolution and welcome the opportunity to complete the review process once all necessary documentation is received.

  Customer Answer

  Date: 07/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  1 - Agreed closed but not well disclosed; multiple invoices (incl. in attachments) suggest a $1,650 price with no mention of a processing fee. Company should work on disclosure practices.  

  2 - Disagree - after discussion with company the highest level of insurance offered includes a $500 per item deductible. Each item was worth substantially less than $500 and therefore would be entitled to a payment of zero under their proposed terms (less than the silver package). Lack of insurance does not release liability from improperly damaged items. 

  3 - Disagree - Dumbo Moving has not provided a template of the report and lack of respecting any responsibility for damaged items doesn't make process feel worthwhile.  Follow up email submitted to company with (non-exhaustive) inventory of missing items. 

  4 - Disagree - Photos were submitted as part of BBB package, and included as well in the 07/11/15 email response to company. Dumbo moving should assume full cost of repair including contractors time for estimate. 

  5 - Disagree - as clearly stated in email correspondence, there is a $500 per item deductible. All damage was in company-packed boxes. 

  6 - Disagree - I was never shown the documents prior to their being sent as signed. In nearly all documents submitted as part of complaint the carrier signature and customer signature matches almost exactly. This is because the carrier signed for both parties. In email correspondence July 9th I specifically requested they stop this practice. In addition, the signatures provided for me (A) are not consistent across documents, and (B) do not contain distinctive attributes of my signature. 

  Sincerely,
  
  ***** ******
  
  
  
  
   
  

  

  Business Response

  Date: 07/21/2025

  We have been in direct communication with the customer regarding the concerns raised in this complaint. After reviewing the details and discussing the matter with the customer, we reached a mutual agreement and provided a settlement that the customer accepted.
  The claim has been resolved to the customers satisfaction, and the matter is now considered closed.
  We appreciate the opportunity to address and resolve this issue and remain committed to providing a better experience in the future.

  Customer Answer

  Date: 07/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:07/01/2025

  Type:Sales and Advertising 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.

  Dumbo Moving runs a bait and switch scheme on their website where the website entices the customer with a very low price that is fake, once lured in, the representatives will increase the quoted price. Dumbo Moving is a moving company and they have an online intake form that takes your addresses, number of items, and a bunch of other information in order to give you a quote for your move. I submitted all my information online and it gave me an online quote of ~$156, I even got an email confirmation confirming the quote. Shortly after, someone reached out and said the quote was $275 instead. When inquired about why the quote changed without any additional input from me, the sales person immediately said the algorithm on the website was wrong (about 2 minutes after I sent the email). It seems like if their website's algorithm is an error, they knew about it and are purposely not fixing it. I then incited legal action saying I will be reporting them to the ***. They then responded saying:"The price generated by our online tool is an initial estimate and does not include additional charges such as taxes, mileage, or enhanced insurance, which are factored into the final quote provided by our representatives." However, I told them the following: 1. Taxes: new york city sales tax is < 10% 2. Mileage: if they are saying the mileage is not accounted for on their online tool, it is very confusing because in the quoting process asks for the starting and ending address. Also the two addresses I provided is less than 2 miles apart. Furthermore, in their fees breakdown on the online tool, a price for mileage was already provided. The 1.5miles between the two addresses I provided has no tolls and also no congestion pricing. 3. ******************* what does this even mean? can we not opt for this? if this is not an optional coverage, this should be transparent in their online tool.

  

  Business Response

  Date: 07/09/2025

  After reviewing our records, we can confirm that you did not schedule or complete a move with Dumbo Moving & Storage. You submitted an online quote request via our website, which generated an automated estimate based on limited input provided through the self-service quote tool.
  We would like to clarify a few important points regarding our quote process:
  Online *********************************** *************** The estimate generated through our website is intended to provide an initial, non-binding estimate based on user-inputted data such as item count, zip codes, and move date.
  Final **************************************************** **************** *ur trained moving consultants follow up with customers to gather more detailed and accurate information about the move, including any potential complexities, special item handling, stair/elevator use, parking limitations, or time constraints. This often results in a final quote that differs from the online estimate.
  Taxes, Mileage, Insurance, and Additional Services
  Taxes are calculated in accordance with local laws and are added to the final invoice.
  Mileage charges are based on driving distance, truck accessibility, and time. While our system does factor in mileage, it does not always capture all cost-related details, such as wait time, truck routing restrictions, or parking needs, which are clarified by our staff.
  Insurance: We include basic valuation coverage as required by law. Additional coverage (often referred to as "enhanced insurance") is optional and available for purchase. This is explained during consultation.
  We understand your frustration and are sorry to hear that you feel misled. However, we want to emphasize that no services were booked or charged, and the communication between you and our staff was part of the standard quoting process, not a binding agreement.
  We are continuously working to improve transparency in our quoting tools and have already taken steps to clarify the language used in our online forms and email confirmations to avoid confusion. If there was any miscommunication or if our process felt unclear, we sincerely apologize.
  We value every prospective customer and appreciate your feedback as an opportunity to improve. Should you still be seeking moving services, we are more than happy to assist and provide a transparent, written estimate based on the full details of your move.

• Initial Complaint

  Date:06/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Date of transaction 1: April 3, 2025 Amount paid: $238.50 Date of transaction 2: April 15, 2025 Amount paid: $2150.90 Total amount paid: $2389.40 Business commitment: Door-to-door interstate move of household goods from *************, ** to ********, ** with a quoted, contractual delivery date of May 26, 2025.Nature of dispute:While the company committed to delivering my full shipment by May 26, the majority of my items were delivered two days late on May 28, and one high-value item (a 70 TV) was not delivered until June 3 - 8 days past the contracted date. One box containing fragile glassware/china was never delivered at all and remains missing to this day, despite assurances it would be included.Additionally, I had to personally pack and deliver this missing box to their partner (Paradise Moving in *******) because it was left behind at my apartment - an error admitted by their representative. Communication from the company throughout this process was poor and non-proactive, requiring me to repeatedly follow up. I have phone records to substantiate this.I incurred out-of-pocket expenses to purchase essential items that were delayed or lost. Despite these issues, the company has only offered $150 in compensation, off which $100 was in "good faith" citing my selection of basic valuation coverage ($0.60 per pound). However, I believe the compensation offer does not fairly reflect the delays, poor service, stress and financial impact caused by their failure to uphold the agreed timeline and deliver all items.Resolution attempts:I made multiple attempts to resolve this amicably via email, outlining the facts of the case and requesting fair compensation of $250, which is just over 10% of what I paid. The company has refused this amount and has now closed the matter on their end unless I initiate arbitration.I am filing this complaint in good faith to seek an appropriate resolution and to ensure future customers are made aware of this experience.

  

  Business Response

  Date: 06/04/2025

  We are writing in response to the complaint filed by the customer regarding their interstate move from *************, CA to ********, ***
  We acknowledge the concerns raised by the customer related to the delivery timeline, communication, and missing/delayed items. While the move was ultimately completed, we understand that certain aspects of the experience fell short of expectations, particularly regarding delays and communication challenges.
  After further review and direct communication with the customer, we are pleased to report that this matter has been resolved. The customer requested compensation of $250, and we have agreed to this amount as a final resolution. A refund of $250 has been issued to the customer, and no further claims remain outstanding.
  We appreciate the opportunity to address this issue and have taken the feedback into account as part of our ongoing efforts to improve service quality.

  Customer Answer

  Date: 06/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  Date:05/08/2025

  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.

  Date of Transaction 1/2/2025 paid ********, I am asking ******* plus tip of ******. ***** via FT to get my estimate. He saw all belongings and breakables. ***** did mention tipping the guys. I told him i had no cash, he said i could use a CC, as these guys work so hard.. The move was over $4000 and i am on SS disability. i felt guilted into tipping them. The movers came and I let them know that i had no cash to tip them ( they were not happy),but i would do it on my CC, mind you these guys werent unpacking me. i believe they retaliated against me because of how they packed and handle my belongings. I have moved 6 times in the last 16 years and never had not one thing go wrong. They used my silk scarves to wrap my lamps with. Some of my ornaments broke and cant be replaced. They used my ******** luggage as a box to pack with, I paid for boxes, broke zipper. They treated my other luggage like it was a target in a pinball machine. ******** said they have a 2 tissue rule that is regulated , for breakables. I dont have enough characters to share all that they did WRONG! 88% of my boxes were marked Garage. the book boxes were labeled. Majority of the boxes had no contents on them and maybe, 3 at best said fragile. I have 3 pieces of pottery and only one had the 2 tissues rule, it cracked because they put a ceramic pot on top. The 2nd pottey was placed in a box, no tissue and it cracked, 3rd pottery placed in box, no tissue and books were on top. Photos were sent immediately when items were wrong. ******** offered $22.00 for the scarf incident and maybe, the pottery. i said, no, then offered 150., the burberry &fluers scarves were snagged. i told him about the ******** luggages, he did not even want to see photos, he wanted to settle for $250. I received a box that was not mine & 2 random boxes that said pickles and jam with my belongings inside. What happened to the original box (s) that my items were in? i paid for tissue &boxes. Also, a ***********

  

  Business Response

  Date: 05/09/2025

  After reviewing the customer's ******************** complaint and cross-referencing it with our records, we've determined the customer had complimentary basic insurance coverage on their move, which provides compensation at a rate of $0.60 per pound. Based on this coverage, the customer is entitled to a $22 settlement, itemized as follows: $18 for a missing box weighing 30 lbs, $1.80 for scarves weighing 3 lbs, and $3.00 for a pink coat weighing 5 lbs. However, in the interest of customer satisfaction, we proactively increased our offer to $250. As of this update, the claim remains open, and we are awaiting a response from the customer regarding our revised offer.

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hi there, i am not happy with their resolution, everything that has need damages, like a terra cotta items, one item had two tissues and the others did not.  they cracked.  i waw told they would re-wrap my ornaments, they did not.   o can send photos. 

   

   Idid not receive a bill of lading upon deliver.  

   

  Please advise.  i would love to speak to someone. 

   

  Thank you! 

  ******

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ******
  
  
  
  
   
  

  

  Business Response

  Date: 05/22/2025

  We understand the customers concerns and appreciate the opportunity to address the complaint in detail. Our records show the customer had complimentary basic valuation coverage on their move, which provides compensation at a federally mandated rate of $0.60 per pound per item. Based on this coverage and the weights provided, we initially offered a settlement of $22, itemized as follows:
  $18.00 for a missing box (30 lbs)
  $1.80 for scarves (3 lbs)
  $3.00 for a pink coat (5 lbs)
  However, in an effort to go beyond the minimum required and in the interest of resolving the matter amicably, we proactively increased our offer to $250. This gesture was extended despite the absence of documented weight claims or high-value inventory declarations at the time of the move.
  Regarding the customers comments about the use of personal items for packing and dissatisfaction with handling, we acknowledge the feedback but note that proper materials were supplied, and our crews are trained in standard moving procedures. The claim about tipping and its alleged effect on service is concerning, and we are internally reviewing this aspect further.
  At this time, we respectfully reaffirm our goodwill offer of $250 as a final settlement. We remain committed to resolving this matter promptly and fairly and await the customer's response.

• Initial Complaint

  Date:04/16/2025

  Type:Order 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.

  I hired Dumbo Moving and Storage for my move to my current apartment in ***. After providing them with a detailed inventory of my furniture and the number of reusable boxes I was renting from them, I was quoted $922. However, when the movers arrived, they demanded significantly more money for a few reasons. First they claimed my belongings took up more space in the truck than expected. But my things were not tightly packed, and it appeared they intentionally spaced items out to create the illusion of a full truck.They also charged for extra packing materials, despite the fact that they used one of my wardrobe boxesalready paid forto wrap an artwork. No additional materials were used. Furthermore, I had specifically informed them in advance about a large piece of artwork that would need careful packing, and was told it would be securely wrapped in three layers: blankets, bubble wrap, and cardboard. Instead, it was loosely wrapped in a blanket and a single piece of cardboard from the wardrobe box, leaving parts exposed and unprotected.The main justification for the inflated chargean additional $1600, nearly double the original quotewas the claim that my couch and artwork had to be moved via the stairs in both buildings because they wouldnt fit in the elevators. This was completely false. I have video evidence, and confirmation from both buildings' doormen, that the movers used the elevators in both instances.The movers refused to continue the move unless I paid the extra $1600. I paid thinking they were using the stairs but found out later that they lied. I complained to **** and **** at Dumbo was told I would be refunded that additional $1600. That was in August. It is now April, and I have yet to receive any refund. They have since stopped responding to emails altogether.This company scammed me and took advantage of the fact that I was moving alone as a young woman. Their behavior is exploitative, dishonest, and unprofessional.

  

  Business Response

  Date: 04/21/2025

  We have checked our records and it seams that customer never filed formal complaint in order to have issue resolved.

  We advise to customer to reach out to our claim department in order to have this claim resolved

• Initial Complaint

  Date:04/08/2025

  Type:Product 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.

  The date of the transaction is Apr 4, 2025 for a quoted moving service of $765.05. The quote includes a transfer of 17 furniture pieces and 32 boxes, including disassembly and reassembly of 2 beds via truck. The movers arrived and demanded a tip payment and threatened to report problems to the company for extra charges if we didn't tip. They did this before reviewing the physical furniture or quote with us. They did not use blankets or shrink wrap on any of our furniture unless we requested them which they were upset about having to do. They wrapped only half of a glass mirror as an example but insisted that they would wrap the full mirror and use a box, which they didn't do. They dragged most of the furniture instead of lifting or wrapping first, which caused scratches to wood flooring. They disassembled 2 beds, then left behind the parts and screws to avoid disassembly, which was quoted, but not completed. We completed the disassembly and reassembly of a dining table they could not fit through the door and dragged against the floor creating property damage to our floors with scratches. They did not deliver 4 boxes of the total quoted. They damaged a desk as the wheel broke off. They did not have their own tools and could not complete their quoted work unless we provided the tools for them, such as scissors to cut open tape and shrink wrap. They were unprofessional, rude, and assaulted us in the process. To complete their quote, us as the customers had to reassemble our own beds, table and deliver the remaining items across 5 total trips. They could not complete any part of the quote without our tools and our help and hand holding. We called the company and provided photos of damage. We rightfully requested a full refund to compensate for damages, cost for us to complete their work, harassment. We are completing a BBB report to help other consumers and to obtain a full refund.

  

  Business Response

  Date: 04/09/2025

  Thank you for bringing this to our attention. After receiving the complaint, we reviewed our files and noted that the customer has not yet filed an official complaint with our company.
  
  
  To expedite this process, we advise the customer to file a claim with our claim department. This will allow them to investigate and address this complaint properly.

  Customer Answer

  Date: 04/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Two emails sent to the business, one email sent to the Sales person that quoted the job that we did not receive, and one email sent to the ************** screenshot of emails attached. In addition, one phone call. No reply or response related to claims or instructions for the customer to resolve. Since this business response appears to believe there is no action on the part of the customer to reach out for resolution, it seems clear there is no internal checks or communication. Seems as disorganized as their service level.

  
  Sincerely,
  
  ******* *
  

  

  Business Response

  Date: 04/26/2025

  We have been in contact with customer regarding the complaint and the complaint was resolved with full refund for the move

• Initial Complaint

  Date:03/06/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  I hired Dumbo Moving & Storage for my move on February 28, 2024, and the experience was unacceptable due to deliberate damage, theft, and extremely poor customer service. Despite multiple attempts to resolve the issue, the company refuses to take responsibility and has only offered an inadequate $50 compensation.Issues Experienced 1. Deliberate Damage to My Property My custom neon sign was broken in half because the movers forced it into a box that was too small instead of handling it properly. This was not an accident but a result of ************* wall clock was also destroyed due to careless packing.2. Theft of My Property My Apple AirPods (2nd Generation) went missing during the move.The last known location of the AirPods was in the *****, **, the day after my movea place neither I nor anyone in my household has been.Dumbo Moving refuses to address the theft or provide the names of the movers, which I need for my police report.3. Poor *********************** of Accountability Nearly impossible to reachcalls are ignored, and when I do get through, they promise to call back but never do, no matter how many times I follow up.Instead of addressing theft and deliberate damage, they hide behind basic liability coverage, which does not apply in these cases.Resolution Requested I request:Full reimbursement for damaged items:Custom Neon Sign $141.54 Wall Clock $40 Total: $181.54 Full reimbursement for the stolen AirPods ($180) or the names of the movers so I can file a police ************ Compensation Requested: $361.54 Dumbo Moving & Storage has shown negligence, unprofessionalism, and a complete lack of accountability. I hope BBB can assist in holding them responsible.Thank you.

  

  Business Response

  Date: 03/21/2025

  This issue was resolved with customer directly

   

   

  Customer Answer

  Date: 04/04/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  
  
   

   

  Hi
  
  The resolution was provided and accepted.
  
  Thanks!
  
  Best
  *****

   
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  To whom it may concern I ********* ******* hired & trusted Dumbo Moving based on my fianc's referral & reading reviews. I am now faced with a damaged wall from my sectional being rammed into the ************ vinyl tile is scratched up, along with my sectional being ripped in several areas. This is beyond unprofessional & unacceptable. | also was told from **** that my sectional couldn't fit in the elevator & with $150 he would take the stairs from the old building and to the new building. I sent him $200 via Zelle for the $150 service and tip as well. He left one AC behind & I was charged for 3 because he didn't have the proper drill. My fianc also went & brought a long screwdriver to assist him with removing the sectional because he said he didn't have the tool. He also left without putting up my daughter's vanity mirror that was attached to her dresser. I took it upon myself to walk around and that's when I noticed it. I called him and he did come back but said my daughter never mentioned. I let him she is a child and if he removed it, he should have made sure it was reassembled. I want to that ******* for her outstanding professional and how attentive she was and respectful & empathetic to the situation. Also, the young man needs to be treated better and respected if he's going to be a helper with your company. I really hope you take my situation serious because I am very hurt behind this. I'm so angry, I cried. The company is only trying to refund me $120

  Customer Answer

  Date: 03/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ********* *******
  
  
  
   
  
  

• Initial Complaint

  Date:01/30/2025

  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.

  On October 15, 2024 DUMBO Moving and Storage was hired to pick up dozens of boxes of religious texts, a portable ark, lecterns, and a variety of other items that we use each year in connection with the Jewish High Holidays. DUMBO was hired to take these items to a storage unit approximately 20 minutes away. The movers who showed up did not wrap any of our furniture items in blankets before roughly loading onto the truck. When the truck arrived at the storage unit and was met by our Facilities Manager, the movers said they would not move anything off the truck into the unit unless they first got paid tips. Our manager refused and he called me on the phone and then I called DUMBO who got on the phone with their freelance movers and ordered them to take the items off the truck. It then became clear that several of our irreplaceable items, including our custom ark, was damaged as was one of our lecterns. Our manager ended up having to hire other people to bring the items that were unloaded off the truck into our storage unit, since the movers sent by DUMBO refused "because of the steps to the storage unit", which DUMBO had already agreed to per our original contract. I immediately sent an email to DUMBO to explain the damage and subsequently sent them emails, photos of the damage, and a request to file an insurance claim. They responded initially that they would send me a claim form but I have never received this. I have called my contact at DUMBO repeatedly since to follow up. Each time I am told that he is "on the phone" and will call me back "in minutes". I have not received a phone call or the claim form. I cannot get the claim form to file and their movers incurred a significant amount of damage that requires us to replace the ark at a cost that is likely to be around $15,000-$20,000.I am extremely dismayed that DUMBO would treat a nonprofit religious institution with such disregard and unprofessionalism.

  

  Business Response

  Date: 02/06/2025

  we would like to address complaint customer filed.

   

   

  Customer had a move with us and some damage occurred during the transit. Customer had free basic coverage on the move that covers 0.6$/lbs. We have made an offer based on that insurance.

   

  Claim is still open and we are actively working on resolution that will be satisfactory to customer and in line with the terms and conditions of the move as well as coverage customer had

  Customer Answer

  Date: 02/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   We have not received the aforementioned offer in writing or verbally for reimbursement based on our coverage, and despite providing the requested details and value of the damaged items to DUMBO Moving, we have received no further correspondence from them regarding the status of any claim made despite multiple attempts to reach DUMBO by phone. Please contact me directly to resolve this issue.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******
  

  

  Business Response

  Date: 02/13/2025

  We have reached out to customer again in effort to resolve this claim but in case response was not received for any reason we advise to customer to contact our feedback department directly

   

   

• Initial Complaint

  Date:01/14/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  In the morning of 1/9/2025 I made a deal with the company to move my refrigerator, they sent me a contract and required a deposit which i paid. Later that evening they said Im sorry but we cant do your job and we are cancelling.

  

  Business Response

  Date: 01/14/2025

  Hello,

   

  The customer had a scheduled move with us but the move was canceled.

  After the cancelation the deposit customer paid was refunded.

  If necessary we can provide proof of refund but we didn't attached it here since it contains customers private information

   

   

   

  Customer Answer

  Date: 01/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *****