ComplaintsforDumbo Moving & Storage, Inc.

• 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

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  All of my stuff was delivered dirty or damaged. My mattress I have to sleep on/boxspring was literally filthy. I've tried cleaning it many times and I'm probably going to have to get a new one. My stuff was delivered late -- hours go by on the day I was supposed to get my stuff, the company doesn't know where the drivers are. I have to call them directly and then they don't get to my apartment until 12am. The worst move ever. Then, the owner said he would refund me to take my review off Yelp. I still haven't gotten my refund. I had to go back and forth with him just to get anything. Nothing went into my bank account. They stole my money and ruined my stuff. I had to stay up late at night when it was freezing out just to get my stuff delivered. Insane!

  Customer response

  01/19/2024

  Better Business Bureau:
  
  
  The business contacted me today (1/19) and they are willing to offer me some money toward the damaged items. I am working with them to resolve the issues faced.

  Kind Regards,
  *************************
  
  
  
   
  

  
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this company is scam and racists. They lost my item, can't find is, won't take blame for losing it and refused to refund me. I also have someone else's item. this item cost 10k, the employees lie and say they're managers and they aren't. *** worked with *****, ******, ***** *****, ****** and they did not and continue to not help. Don't use this company.

  

  Business response

  01/26/2024

  As I can see this issue has been resolved by providing full refund of the moving cost.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had a contract with all of my items listed even measurement was provided before I paid the bill. The day of my move turned out to be the nightmare of my life, especially for a 67 years old grandmother, I could not prepare my meals for 2 days because my gas stove was not delivered.Dumbo sent a small truck and 2 movers including the driver, for a move that included, a gas range, 2 doors refrigerator and 2 chest freezer, a living room, master bedroom and home office. The truck could not fit all of them. When I called to ask when the rest of stuff will be picked, I was shocked to hear that I have to additional money, seriously, that is BREACH OF CONTRACT AND the definition of GREED AND MALFEASANCE.I made sure to have proof of the 2nd payment they were trying to get from for the same items in the contract they have not picked up.

  

  Business response

  12/28/2023

  Hello,

   

  We have reviewed our records and we don't have anything on the file regarding the issues customer had on the move.

  We advise for customer to contact our customer service in order to have this resolved.

   

  Thank you

• Initial Complaint

  12/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We moved on 12/8 for a 1 bedroom, about 40 miles away. We initially got a guaranteed rate quote of $645 for the one bedroom for a 16ft truck after we specified all the items. We mentioned we weren't sure that everything would fit but they assured that 16' was enough for a truck. When it was time to close the deal, they raised the price to $850 or so. We still agreed to the price. The day of the move we mentioned to the movers that we should start with the large items and if not everything fit in the 16' truck, they could leave the rest in the location and we'd deal with the smaller items. They agreed to it. After everything was packed and we were headed to the drop off, we got a call from the office saying that the truck was 20' and that we needed to pay $450 more. We mentioned that it didn't make sense and that they could've communicated bringing a larger truck either when quoting, or when confirming the job, or when arriving to the pick up location. They told us that we needed to pay before the movers arrive to the drop off location, and they were pushy to the point it felt like extorsion since they had all of our stuff. We managed to get it down to an extra $300 only.After the movers left all the items at our place, and after giving them snacks and drinks and $100 cash tip to each of the 3 movers, we found out that they had broken our garden wall of stacked stones, destroyed a wooden desk that had screws by ripping the top instead of unscrewing it (we're buying a new one), and support pieces for a glass coffee table were missing so we're going to improvise some DIY.The movers were very nice themselves but very unprofessional for a moving service that ended up costing us almost $1,500 from the initial quote of around $1,000 (if we include the tip too: 645+300). Between the extorsion and damages we're quite unhappy with our experience with Dumbo and would heavily advise against using their service given their practices and quality of the work.

  

  Business response

  12/28/2023

  Hello,

   

  We have checked our records and we don't have any claim regarding this.

  We advise for customer to contact our service department in order to get properly reimbursed for any damage that might occurred

   

• Initial Complaint

  12/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We contacted Dumbo Movers for our recent move. We were given a quote of $1600. We then read the Yelp reviews of this company and saw they had a terrible reputation. For example not bringing a big enough truck for the move and charging for a second truck to come, or the movers breaking things, or demanding a higher tip. We then called back and told them we had changed our minds because of these multiple bad reviews. *** told us that their Yelp account had been hacked (obviously a lie) and agreed to come to our small apartment to get a better idea of what we had to move. He sent a gentleman, named *** the next day who took detailed notes of what we had. He then quoted us a price of $2250 to pack our fragile items, load our hanging clothes in a wardrobe and dispose of a couch as well as the actual move.We agreed to this. The day of the move November 20, 2023 they show up as promised but didnt bring a big enough truck and they needed to send a second truck at a cost of $450,00 to move the rest of the items. Thy charged me $463.00. A couple hours later after my frequent requests, they sent a guy with a small truck which could not fit many items and who demanded parking money. The next day we discovered we are missing a small computer desk. Also our Spectrum cable box is missing..The morning of the move we were contacted to pay the remaining balance we owed, which we did by *****. *** then called demanding we cancel the Zelle payment and pay by credit card, because supposedly the Zelle payment would take too long to go into their bank account. Luckily our bank let us cancel the Zelle payment.We emailed *** and let him know of the missing desk, but he has not replied.We think it would be fair to have the cost of the second truck refunded, $453 as well as reimbursement of $530 for the missing desk. We are also expecting to be charged for the missing cable box. Ive been told that would be in the vicinity of $200.

  

  Business response

  12/28/2023

  Hello,

   

  According to our records there is nothing on the file regarding this. We advise for customer to contact our customer service department in order to resolve the issue.

   

  Thank you

  Customer response

  12/28/2023

  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 did contact the business when we discovered missing pieces. We received no response.

  Date of move was November 20 2023

  ************* to *****************

  ************************* and *******************************
  

  still request a refund for missing desk and cost of second truck due to company not sending big enough truck in the first place.

   

   

   

   

   

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

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

  

  Business response

  01/26/2024

  As it can be seen from attached customer never contacted us.

   

  Again we are asking for customer to contact us directly in order to resolve the issue promptly.

   

  Thank you

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Received a quote from the company and agreed to the price, so I gave a deposit of $200. I followed up with the company to ask the timeframe of when my goods will be delivered and was told it can be 30 days or more, on top of that I couldnt get through to anyone for quite some time when the issue was time sensitive since Im moving over **** miles within 2 weeks of this occurring. Another issue I had was that they wanted a payment in full before I even received any of my belongings. I complained about that and when I said I wanted to cancel because of these reasons then their business tactics started of well we can offer this or that only after the fact of trying to conduct business in an unethical way. I had to call several times to request to cancel and was told I cant cancel with any agent but a manager and one isnt available. This happened on several calls that were placed on several days with o resolution or manager. I finally got through to one when I advised them I will file a complaint with BBB and the manager *****. He was reluctant to cancel but agreed because he didnt want me to file a complaint. I asked for my money back since it was within the cancellation timeframe that I agreed to. Was told it will be issued within 5-7 days. Its been close to a month and no refund and have been calling to follow up and am told ***** isnt available or hes on the phone. Terrible customer service and terrible business practices. Went with a different moving company who has assigned me with a concierge who is reachable and has great customer service and an A+ ******************** rating. Do yourself a favor and do not give them your money or hire them.

  

  Business response

  12/04/2023

  The refund was issued same day as the move was canceled, this was not month ago it was couple of days ago and refund does take 5-7 business days to process.

   

  Transaction Information Amount -$200.00 Status Billing information ************************* ******************************************************************************************************** Entered date 11/27/2023 5:19:48 PM Invoice DN ******* 11/30 Transaction Detail Payment type Credit Card Transaction type Refund Card type **** Transaction entry method Unknown AVS Address: Match & 5 Digit ZIP

  Customer response

  12/06/2023

  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:

  This company has poor business practices by lying to customers. They requested I paid them in full before I received my belongings to the final destination in the move, which is a violation of DOT guidelines and regulations. They ignored me for over over two weeks when I tried getting my deposit back by telling me the person (manager) I needed to talk to was not available and in order to cancel the pending move before the date went into effect and receive my money back without violating the contract that I signed. I realized this was their attempt at prolonging the cancellation as long as possible so that I wouldnt be eligible for a refund of my deposit. I have phone records of the 20 plus times I tried canceling the move I scheduled with them with no resolution. After speaking with other moving companies, who made me aware that this companys business practice of demanding a payment in full prior to the move being completed was illegal. I was also told that the quote I received based on the inventory that I  provided was catfishing me to believe that the move will be completed for an exceptional rate but will be changed the day of the move when the mover doesnt have any other options but to accept. I was ignored via email and phone by several employees, who barely speak English.  To this day, I still do not have any resolution with a full refund. I want to warn as many potential customers as possible so they wont lose their money or get overcharged for services that they can get at a better rate elsewhere. 

   

   

   

   

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

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

  

  Business response

  12/28/2023

  As previously said refund has been issued, proof has been sent, customer didn't even had a move with us, the move was canceled so any complaint on the move or the company is without bases since customer never received any service from us.

*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. ↩