ComplaintsforDumbo Moving & Storage, Inc.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  1. *Misrepresentation of Services:*Dumbo Moving Company advertised themselves as providing door-to-door international moving services. However, upon engaging their services, I discovered that they subcontracted the job to several third-party entities without my consent or prior knowledge. This not only violated the terms of our agreement but also resulted in additional costs that I was forced to bear.2. False Billing and Invoices:Despite assurances from Dumbo Moving Company that I owed nothing further in the ******************, they continuously sent me invoices for services rendered by third parties. These invoices were for services that were never agreed upon. 3.Submission of False Information to Financial Institutions:When I attempted to dispute the additional charges totaling $11,500 with my bank, *********** Dumbo Moving Company submitted false information to discredit my claim. They falsely reported that I had signed for the receipt of goods in the ****************** when, in reality, I was in the ************* at the time. This fraudulent behavior not only tarnished my reputation but also resulted in the closure of my ********** account.4. Hostage Situation and Lack of ************************************************************ Company held my belongings hostage in a container without any valid explanation or accountability. Despite numerous attempts to contact them via phone and email, they refused to provide a satisfactory resolution unless I paid an exorbitant additional sum of $12,000. 5. Failure to Assess Belongings Prior to Quoting:Dumbo Moving Company never bothered to physically inspect the items they quoted for moving. This lack of due diligence resulted in inaccurate estimates and ultimately contributed to the chaos and financial exploitation I experienced throughout this ordeal.The actions of Dumbo Moving Company not only caused significant financial harm but also inflicted emotional distress and undue inconvenience.

  

  Business response

  05/13/2024

  Hello,

   

  We have carefully reviewed your complaint and thoroughly checked our records. Unfortunately, we found no evidence of any attempt by you to contact us regarding any issues that you might have encountered during your move.We strongly recommend that you reach out to our customer service department via email to address any concerns or issues that you may have encountered during your move.

   

  Our customer service team is always available to assist you and work towards a satisfactory resolution.

   

  Please do not hesitate to contact us with any questions or concerns that you may have.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Dumbo Moving company to move my apartment (on 4/5/24)While in the process of moving, without asking me first one of the guys took my mattress and folded the entire thing in half, causing permanent damage. I told him to unfold it which he did right away. But unfortunately the damage was done, the mattress now sags and I am experiencing shoulder and back pain from sleeping on it.They are refusing to reimburse me for the damage that was done, saying I didn't pay for upgraded damage protection. This is obviously completely unreasonable as it was their reckless and unwise actions that caused the damage. Obviously folding an entire mattress in half is going to cause damage to it and they absolutely never should have done it. They are to reimburse me the full amount of the replacement mattress as well as any and all shipping, taxes or other costs associated with the replacement so that I am made entirely financially whole from this incident.

  

  Business response

  04/30/2024

  Hello,

   

  Customer had a move with us and after the move was done customer reached out about damage to the mattress.

   

  Although there is no permanent damage to the mattress we made an offer to customer based on the insurance customer had on the move and we even increased the offer a bit as a sign of good faith.

   

  Customer refused our offer.

• 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,
  
  *********************
  
  
  
   
  
  

*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. ↩