ComplaintsforDumbo Moving & Storage, Inc.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The date was March 29 ***** the price changed after one delivery was done. Then they said they needed more so I paid that amount to total of$ *******. And it has been two weeks now but I called them to complain and the did nothing. I am missing some of my clothing, like my husband under garment, just personal thing and mainly important paper of mine. They said would send me a complant form but did not see one. I am 73 & 69 yrs old so it took us some time to get the boxes together. the used two trips and left some boxes out of the delivery. I would like them to look for my thing or compensate us for $200-300 .

  

  Business response

  04/18/2024

  Hello,

  Customer was actually sent claim form 2 times but we still didn't receive a response from her.

   

  We advise for customer to respond to emails sent to her on March 29th or April 16th so we can look into the claim and find acceptable resolution.

   

  Attached is screenshot of the emails sent to customer and as it can be seen there is no any response so far.

   

  Customer response

  04/18/2024

  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

  04/03/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Made a good faith effort to resolve directly. In parallel, we are disputing charge with *****.Request a full refund of the $1,545 ($1,500 + $45 processing) charged for "overnight storage and completed delivery." Charged to card ending 5758.On Feb 29, we had a multi-stop move, (************* to *************************** to *************************** Reference: 1878662.As of Jan 30 confirmation, we were offered and agreed to a guaranteed rate of $1,180. Dumbo was aware of building time restrictions (final stop deadline of 4:30 PM), and planned for 8 AM start. We were assured move would be completed that day, for that price.On the day, two movers did not start until 9:30 AM. Then and throughout day, they were reminded of the need to complete by 4:30 PM. What occurred:1) Movers left ****** at 11:00 AM. Next location was ~30 minutes away. They arrived 12:30 PM.2) Movers left Stop 2 at 2:30 PM, enough time for final stop (30 minutes away). The building offered 3:30 PM start to extend timeline to reasonable degree.3) Movers never arrived at final location. I (from Stop 2), waited 30 minutes and drove to final stop, and was there by 3:30.4) The movers at 4:15 PM called to confirm the address (still hadn't) arrived.5) Both **** and movers were argumentative, explaining they "must be allowed" to complete the move despite frequent communication and full understanding. They were told they would need to complete the move in the morning.Dumbo had all our possessions, and demanded additional $1,545 payment to complete the move despite not adhering to the original guaranteed rate terms. We paid to take possession of our items held by Dumbo, which we were told would not occur without full payment.The move completed the following morning, with multiple items missing (including one which was claimed to be stolen on the street). Additionally, pdf documents were shared with a signature copied from previous documents which were not signed by either **** or ****** (either moving party).

  

  Business response

  04/18/2024

  Hello,

   

  This complaint is resolved with the customer directly and can be closed.

  Attached is confirmation from the customer

  Customer response

  04/19/2024

  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

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My experience with Dumbo Moving ("DM") was nothing less than extortion/a shake down. If this dispute is not resolved in this forum I will weigh my options as to how to proceed, including potential judicial intervention. On 3/3/24, I booked a one-day move with DM for the contents of a 500 sq ft, one bedroom apartment. I had used them twice before, including for a move in 2023 (only a year prior). I've only lived in this new apartment for a year, so the amount of items I had to move was no different than the recent move. When booking, I deferred to DM's expertise about what would be needed for the move. They said it would cost $1,045 total.On the day of my move, under duress (threats, yelling, etc), DM made me pay for the following above the original quote: -$50 for DM's parking otherwise they said I'd have to pay for their parking tickets.-$525 extra because the truck they brought was allegedly not big enough, even though I sent pictures during the move to the sales manager *** and he agreed there was enough room Ex. 1. *** confirmed that if I paid $525 extra there would be no more issues and I'd be fully moved in by EOD. Ex. 2. -$130 extra for stairs near the freight elevator in *********************. Ex. 3 (total for 1st day).-$512 for a second move day, even though *** first told me he'd do the second day free because of what had happened (Ex. 4), and later said they'd do it for $100 (Ex. 5, 6), and then finally charged me $412 extra (Ex. 7, 8). Preceding every extra payment demanded were assurances from DM that this was the "last" extra payment and that I would not need to pay anything more. If I didn't make every extra payment, they threaten me by saying they'd leave. No other movers were available (I called 3 companies) and the new tenants in my apartment were coming in 2 days. DM knew I had no options. This is their pattern and practice. Ex. 9.I want a $1,217 refund, the amount I paid above the original quote.

  Customer response

  04/03/2024

  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

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dumbo Moving accidentally left a very large piece of furniture in our new apartment that did not belong to us (since everything was wrapped in blankets we didnt notice this until everything was unwrapped). We immediately called them to say that this did not belong to us and they should pick it up. Its a huge piece and we now cant walk into our living room. They kept promising to pick it up, giving us different dates and times, but meanwhile its still in our living room. We will have to hire someone to remove it and Im not even sure how much that will cost. Terrible.

  Customer response

  03/15/2024

  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

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am extremely unsatisfied with the way that this business has been handling their practices. I have done a move a year ago and one of the movers put a very heavy item on top of a dresser, causing the dresser to break. When I called this company today, realizing the broken dresser and the error of the movers, not only was customer service not acknowledging, their mistake, they were blaming ME for being frustrated and upset about this situation, saying that this was through no fault of their own, not acknowledging or taking responsibility that the items in storage were not packed properly, and not giving me credit. Their lack of professionalism and care and concern to their clients is appaling and disgraceful. I am extremely upset that I will have to spend more money to buy another dresser that I did not have to spend.

  

  Business response

  02/29/2024

  Hello,

   

  This has been resolved and customer got refunded as agreed.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dumbo Moving provided a guaranteed, flat fee price for local move. According to the agreement, provided my inventory list was accurate, the price the day of the move would not be increased (excluding tip and excluding any parking tickets). On the day of the move, at the destination address, movers refused to unload the truck. Dumbo Moving management demanded I pay an additional $900, claiming I took up more space than anticipated on the truck, and the destination address had an extra set of stairs. If I didn't pay the fee, Dumbo Moving said they would leave with all of our belongings (thus stranding me, my pregnant wife and my two year old in an empty, cold apartment with no beds). Dumbo Moving eventually agreed it was their mistake for the flight of stairs but still demanded $750 for the extra space on the truck. Dumbo Moving acknowledged that the agreement was clearly for a flat rate move, and my inventory list was correct, but Dumbo Moving had misjudged the amount of space needed and there was no way to proceed with the move without paying the extortion fee. The sales representative, ******, acknowledged that this was unfair, Dumbo's fault, but that management (someone by the name of ******) was forcing him to do this.Given the threat of leaving with my items and the dangerous situation it would leave my family in (it was well below freezing and we had no where to sleep), I paid the extra $750 extortion fee. Given the fee was paid under duress, and Dumbo Moving clearly breached their agreement, I'm asking for immediate refund of the $750.I have attempted to contact Dumbo Moving via email (3 emails sent) and no response.

  

  Business response

  02/29/2024

  Hello,

   

  We have been in contact with the customer and agreed on the refund.

  We just need written confirmation from the customer on agreed amount in order to have this resolved.

  We sent email to customer and waiting on response.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  They made us pay an additional $350 in cash without quantifying the reason, even though the contract was $920 all-in; they told us we had to pay in cash and not go through the company. The company did not even move everything we included in the all-in contract inventory listing and we even ordered a size up in truck size than what Dumbo recommended to us with our listing of items. They never explicitly communicated upon signing that we would be charged an additional amount. They are a sketchy, and a highly discreditable company, and they asked to do something off the books, which is very deceptive to their investors.

  Customer response

  02/17/2024

  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

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Do NOT use this company. The price they quote you will not be the final amount charged. I selected Dumbo to help me with a 1 BR apartment move. I was moving from one building to another that was only 0.5 miles away. When I first talked to the company, I told them the items that I have, which are no different from what most people have in a 1 BR apartment (bedroom set, dining set, couch, desk, etc). I was told that I would need two movers for three hours at a charge of $450. The movers arrived and it was clear from the beginning that they were moving too slowly to finish the job in three hours. The movers would take items down to the loading dock and not reappear for another 20 or 30 minutes. It was painfully slow. When the three-hour **** arrived, the company called and said you owe us another $125 for an extra hour. After another hour passed, they called and said now you owe us $250 for two extra hours. As they are telling me this, nearly all of my belongings were still in their truck. What is a customer supposed to do in that situation? I felt like I was being held hostage. If I refused to pay the money, what happens to all my items? So, the final amount charged ended up being about 50 percent more than what I was quoted. On top of all that, after I left a tip for the movers, I get a text message from one of them saying that they expected more because they worked extra hours without charge. I thought that was extremely inappropriate, especially because I did in fact pay the company for the extra time and the company did no relay that information to them. Lastly, they damaged a marble table that cost hundreds of dollars and didn't bother saying anything about it. We only discovered that it was broken hours after we unpacked (picture attached). In short, do NOT use this company. They lock you in with a "guaranteed price" and then ask you for more money while the belongings are in their possession. How is that any different from a scam?

  Customer response

  02/13/2024

  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

  02/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I secured a reservation with Dumbo >30 days in advance of move.I received a phone call 1 day before move date asking me to move the time to morning for a guaranteed delivery in 2 calendar days at the latest as the truck would proceed directly as it was booked to end in my area. I email my final packing list as instructed the night before.Movers movers show up at 3 hours late; review items and tell me I had additional items I need to declare since an additional couch as it was two pieces, 2 lamps, a trash can, a small nightstand and 12 bottle wine fridge. I was asked to pay additional 30% of my estimate. I had no choice since I needed to move out that day. The delivery team tells me they will come in 1-2 business days.I had to call daily for 5 calendar days and finally received my goods. No phone calls from moving company in the beginning.Delivery of my boxes was terrible; on arrival and opening of the truck there was clear trampling of the boxes. 3 of the 4 wardrobe boxes were opened (without anyone informing me) and multiple other boxes or items (A large picnic basket) were dumped in it. THis led to all dress shirts, ties, and dress pants being crushed.5 of 10 medium boxes arrived water damaged or with holes in them. 2 of 2 small boxes arrived with holes in them Mirror box arrived opened (again no one informed of this)I haven't had a full chance of opening all boxes and making sure nothing was broken. Given the gross negligence of fair treatment to my items, nebulous story of why delivery was delayed, and lack of communication of truck delivery window I would not recommend them whatsover. I was offered $400 for all the issues which I rejected.

  

  Business response

  02/14/2024

  Customer has contacted us regarding the issues and the claim is still open.

  Last email from the customer is that he needs to consult the lawyer and will get back to us.

  As it can be seen from the email offer was not rejected and we are still waiting on response in order to proceed with the claim.

  If customer wish to proceed with the claim we suggest to contact us in order to have the claim resolved.

   

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dumbo contacted me on the 13th of Nov *************************** to transport my property from Brooklyn to ********* *******. ***y took possession of my property on Nov 18, 2023, and promised transport and delivery within ten days. My property was issued a guarantee of safety in their storage facilities, and i trusted them. Delivery was made on the 28 Nov 2023, but it was problematic since the delivery Wokers demanded a tip of $ 400. 00 for the transporting and unloading of my property. I refused to be pressured by them. My major complaint however concerns the number of items that are presently missing from the delivery that i received from Dumbo. I received less that what they took from me and even though I have contacted them, several times, i am constantly being told that they have not received any written information about my losses. I am hereby submitting the exact letter that i have submitted several times to Dumbo and hope that through you it will get to them, Letter: To whom it may concern,*** Management of Dumbo Moving Company 01/04/2004 Dear Sir/Madame *** intent of this letter is to inform you that I the undersigned am officially lodging a complaint concerning the items you contracted to store and transport in its entirety from ************************************************* to the premises located at **************************************************************. To date, all my property has not been delivered as promised. I am missing multiple items, some of which are especially important to me. *** missing items were in multiple boxes and what I received were the said boxes minus some of the items inside. This indicates to me that the integrity of my property was compromised somewhere between the time they left my home in Brooklyn and the time they were delivered to me in ********* *******. *** missing items are listed below for your perusal and enquiries. ITEMSESTIMATED COST Liter bitter of **** tequila51.99 One bottle of Anejo Mescal. This was a gift One bottle J&B Whiskey$40.00 One bottle ***** 12-year-old whiskey$52.00 One bottle of ****** 15-year-old Eldorado rum$45.00 One bottle of ****** 12-year-old Eldorado rum$35.00 One bottle of ****** 15-year-old Eldorado rum$45.00 One bottle of ************************* red label whiskey$30.00 One bottle of ************************* black label whiskey$48.00 One liter bottle of Croc whiskey$18.00 One bottle of St. *********** Vodka$24.00 One gift set with a bottle of ******** and two glasses as well as a liter bottle of MacCallan Scotch whiskey$60.00 + $79.00 Ten male leather belts $130.00 Four eighteen carat gold rings and ************ carat gold chain with a cross pendant. One ring has my initials (CN) on the surface, and another has the map of ****** on its surface950.00 One box with mortgage papers for both of my homes as well as tax and other assorted documents that are important to me.In addition to these items, I am also missing two jars filled with assorted currency in coins and dollar bills worth about $350.00. I am so far disappointed with the situation between us and hence I am making a formal complaint seeking recovery of my property or recompense. Thank you for your attention to this matter and I hope we can resolve it satisfactorily. II am also missing two ******** bags with phone contracts, as well with a pair of Ziuty wireless ear buds (still in the box) and a portable Bluetooth speaker, model 1px7 with flashing lights. *** ear buds are worth $30.00 on amazon while the speaker cost was $60.00 on amazon. ***se were also inside the bags. Those bags all went into one box. I watch your guys bagged them. *********************** From: ******************* To: ****************, Jan 8 at 4:15 PM Please also find my box with documents. It has all of my tax papers, mortgage documents for both of my homes, my immigration documents, my college degrees and transcripts, my divorce decree, financial documents as well as note books with notes relevant and important to me. Those papers and the two jars of money went into the same box. I need my documents. Please acknowledge that you are receiving my messagesSo far I have not received any acknowledgement from you or any other representative from your company. This is a cause of concern for me Sent from Yahoo Mail on Android

  

  Business response

  01/26/2024

  I hope this letter finds you well. We acknowledge receipt of your formal complaint regarding the missing items from your recent move with Dumbo Moving Company. We take your concerns seriously and have thoroughly investigated the matter based on the information provided.
  According to our records and the inventory list compiled by our movers, no missing items were reported at the time of the delivery. The items delivered corresponded to the inventory list, and the boxes were accounted for. We understand the importance of the belongings you listed and the disappointment this situation has caused.
  It is important to note that you opted for our free released valuation coverage, which provides coverage at a rate of 60 cents per pound per article. This coverage is not a full valuation policy, and it does not offer the same level of protection as a comprehensive insurance policy. Additionally, no additional insurance for the move was purchased.

  We are committed to resolving this matter amicably and are open to further discussions. If there are additional details or information you would like to provide, please feel free to do so. Our goal is to find a satisfactory resolution to this issue and address your concerns.

  Please respond to emails sent to you from our claims department so we can resolve your claim..

  Thank you

*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. ↩