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.

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  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:09/05/2024

  Type:Billing 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 a moving company to bring my belongings from ***********, ** to *******, ** on 8.14.24. I was given a GUARANTEED QUOTE of $895 for a 16' truck and 2 movers. When the movers got there they told me the truck they had was 18' but I saw a large quantity of moving supplies that took up well over 2' of space so I took a picture BEFORE they loaded the truck knowing I was not getting 16' off truck space. The movers then told me I only paid for 16' of truck and they REFUSED to fill the truck all the way unless I gave them $250 more!!! This is EXTORTION. I was desperate to get my things to my new address so I had no choice but to pay this even though I was given much less than 16' of truck space.

  

  Business Response

  Date: 09/06/2024

  This was resolved directly with customer and should not be any issues anymore

  Customer Answer

  Date: 09/09/2024

  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

  Date:08/28/2024

  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.

  We signed a contract with the moving company in December 2023. There were many issues with the company from the very start. Firstly, there was a delay in collecting our items, extra fees not stated in the original contract. In addition to these issues there were many violations that occurred with the contract. Our items finally arrived June 23, 2024 (3 months after the promised date of arrival). Almost all of the larger items have been damaged and we are missing two boxes (coincidentally these contain the most expensive items). We have reached out to the company to have these issues resolved but have not heard back. Today, they sent a bill of $766.25 for port charges that occurred in December 2023. Not sure where this charge is coming from. Furthermore, I believe we are entitled to some sort of compensation due to the violation of contract, damaged and missing items.

  

  Business Response

  Date: 09/25/2024

  Thank you for bringing the issues to our attention.

  According to our records customer didn't reach out to file any claim for lost or damaged items.

   

  We suggest for customer to contact us directly in order to file a claim.

  (A)   Any claim for loss, damage, or overcharge shall be in writing and filed with the carrier within nine (9) months after a reasonable time for delivery has lapsed.  As a condition precedent to any claim adjustment or payment, said claim shall be accompanied by the original paid bill for transportation and original bill of lading, if not previously surrendered to the carrier.  Carrier may require certified or sworn statement of claim. 
  
  
  (B)   Carrier shall be immediately notified of all claims for concealed and/or external damage and shall be given reasonable opportunity to inspect alleged external damage or concealed damage in the original package. 
  
  

   

  Customer Answer

  Date: 09/26/2024

  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 reached out to the company on June 25th, 2024 (email sent to ******), June 29th, 2024 (email sent to ****** and *****), July 5th, 2024 (email sent to ****** and *****), August 28th 2024 (email sent to Dawne, ******* Jay, **** *******), August 29th 2024 (email sent to *** and ******) to inform of broken and missing items. We were told that they were attempting to locate the missing boxes with no acknowledgment of the damaged items. I recommend that you review your records as you are claiming that we have not reached out to the company and this is untrue. It is now September (3 months after the delivery of our items) and the company has failed to provide us with our missing items or compensation for the damage/missing items. 

   

   

   

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

  
  Sincerely,
  
  ***** ****
  
  
  
  
   
  

  

  Business Response

  Date: 01/15/2025

  As you can see from the inventory list none of the items listed on the inventory are marked as missing or damaged.
  
  
  
  
  The note doesn't specify if anything was missing or damaged or at what point of the move items went missing or damaged.
  
  
  
  
  In fact if you take a closer look at the note and signature you will see that when the items were picked up by us the inventory was signed with black pan and no notes about any missing items, just the signature. But when the items were delivered to the customer by the other company the inventory was signed with a blue pan- same pan that made note at the delivery that was performed by the other party.
  
  
  Have the items were missing while in our possession the note would be made before signing it with the black pen
  
  
  
  
  Also it's important to ote that customer had free basic insurance that covers 0.6$.lbs and based on that insurance customer was entitled to ******$ refund based on the weight of missing items and we have offered to customer 1500$ in order to resolved the claim. Not because we acknowledge our involvement in the items missing but because we would like to keep him as a customer.

  Customer Answer

  Date: 01/30/2025

  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]

   

  The companies response makes zero sense. They state that we made no mention of missing items yet how are they are able to calculate the weight of missing items? I am not sure what they are getting at with this blue pen versus black pen business. The company is not offering us $1500 to keep our business but to make us take the bad reviews down. Its extremely sketchy. 

   

   

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

  
  Sincerely,
  
  ***** ****
  
  
  
  
   
  

• Initial Complaint

  Date:08/12/2024

  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.

  I am disabled and hired them to pack, move and unpack. They visited to fully assess scope of work. I was moving from a 480 sq ft studio just 6 blocks to a small duplex. I made it clear it'd be 2 floors and a bit more complicated. They quoted me $2800 for packing and moving + $571 for unpacking. The day of the pack only 2 guys arrived and said they had never packed before and they don't unpack. We wasted hours with them arguing. Only 1/5th of the apt was packed. The following day they came late and packed form 10:15-5. Then the move started and halfway they refused to continue unless I tip right then. I gave them $600. They never covered my furniture in blankets, had no computer boxes, didn't use bubble wrap. By 11 they were refusing to unpack and left. I got a call from"****" the mgr saying they'd charge me $1800 for extra boxes which is insane bc they didn't know how to pack, broke so much stuff and refused to unpack even though I paid for a full unpack bc I'm disabled. I was left at midnight with so many boxes I couldn't reach the door or bathroom. I have witnesses. My friends had to help move! I was hysterical. They next day I saw so much stuff broken but worse, today I see 2 Amex charges from Dumbo! One for $3400 and another for $2400. They had no permission to charge my credit card - I specifically said NO I will not authorize that and further I needed a refund for the $571 for the unpack I never got.

  

  Business Response

  Date: 08/26/2024

  This issue was resolved with customer directly 

• Initial Complaint

  Date:07/23/2024

  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 July 21st I called this company to schedule a move. I was looking for them to move a full sized mattress out of our two story home and move a California king sized mattress into our home. At the time of booking I was told I needed to pay for two hours minimum (although it was for two items) quoted and charged $250. The movers showed up the morning of July 22nd, they moved the mattress about 6 feet before stating it was an impossible move and left after about 20 minutes. Following them leaving I was sent 5 documents validating the service with my forged signature on them. I was not provided with nor did I sign any paperwork when with the movers. When calling the company for a reimbursement because the service I paid for was not completed and in regards to the forged paper work, he laughed at me, screamed at me, and told me I was liar when I have all of the forged paperwork in my email. He expressed that he would absolutely not accommodate me and completely disregarded the forged paperwork.

  

  Business Response

  Date: 07/24/2024

  Hello,

   

  This was resolved with the customer.

   

  Customer can confirm

• Initial Complaint

  Date:07/22/2024

  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.

  The movers came to move me after I pre-paid for the service. The mover was unhappy with the amount he was getting paid from his employer for the job and demanded I pay more money. The mover claimed I never paid to have my furniture disassembled to move. This was never written down. It was not in my contract. Someone from the company booked my move over the phone and never stated I needed to pay more to disassemble my furniture to move it. I had itemized items. He stood in my apartment for 1.5 hours refusing to move my furniture. He then refused to move my furniture and demanded that I pay him an additional 300$ in cash only to do the job in addition to a new charge of $150 to the company to disassemble my furniture. I felt so threatened and unsafe I needed to call the security of my building to have him removed. The company sent someone else to do the job stating I didnt need to pay anything additional and how sorry they were. They sent a replacement crew and then charged me more money. I then had a friend call to get a quote to move furniture and they asked if disassembling furniture was part of the cost, and they said yes. I want the additional money I paid back for disassembling my furniture. It is clearly included in the move.

  

  Business Response

  Date: 07/24/2024

  Hello,

   

  This was resolved directly with the customer.

   

  Customer can confirm

• Initial Complaint

  Date:07/08/2024

  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.

  I paid $9,350 to move from ******* to ******** and for them store in ********** in May 2023. They became expensive I paid them to move my things to another storage unit in ******** in May/June 2024. I went to my storage unit on June 17 and realized that some of my belongings were missing and damaged. Also, some of my antique and sentimental jewelry were missing. I sent an email to them about and no response. I think they overcharged me and did not take care of my things. Please help.

  

  Business Response

  Date: 07/10/2024

  Hello,

  Thank you for bringing this issue to our attention.

   

  We are currently in contact with customer and working on closing this claim on mutual satisfaction.

   

   

• Initial Complaint

  Date:06/25/2024

  Type:Order 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.

  6/14/2024 I have used Dumbo Moving several times in the past. I recently moved from **************** to **********************************************************. I have no new furniture and no change in the number of boxes I have moved with the last 4 times I have used Dumbo. They originally quoted a moving fee of $415 for the job. Unbeknownst to me, they sent a smaller than usual van for this move and all my stuff could not fit. The mover refused to make a 2nd trip to move the remaining items from my old to my new address. The mover also wanted to wheel my dresser down the street rather than put it in the van even with the increased fee. The company said they would only send another crew for the remainder of my things if I paid an additional 500 dollars for the move which they subsequently brought down to 200 dollars. I was between a rock and a hard place and had no choice but to pay the additional 200 dollars which I had not budgeted for because most of my furniture was still at the old address. The entire experience was extremely stressful and expensive. I will do not business with them again and am seeking an adjustment to their billing in the sum of at minimum, the $206 (inclusive of an online payment fee) extra that I paid if not the total bill as the experience caused me significant stress during my move which is already stressful as it is.

  

  Business Response

  Date: 07/10/2024

   We have tried to contact the customer multiple times in order to have this issue resolved but customer is unresponsive.

   

  In order to have this resolved we advise for customer to contact us directly or respond to our calls/texts/emails.

   

  Thank you

  Customer Answer

  Date: 07/11/2024

  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

  Date:06/20/2024

  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.

  Summary of Events: Moving Experience with Dumbo Moving Company (6/17/24 - 6/19/24) Client: ********************************* **June 17, 2024:** The movers from Dumbo Moving Company arrived to start the moving process. They came in a fully loaded 18-******* and our things were the last load before the departure to ***Immediately, they began demanding specifically 20% tips (optional according to contract) in an aggressive manner, making us feel extremely uncomfortable and threatened. Despite our unease, we complied to avoid further confrontation.After the loading was done, *****, a sales representative, called us and adamantly harassed us into signing addendum to the contract stating that the company will not have any responsibility for the structural integrity and/or safety of the cargo. We refused.**June 18, 2024:** As the move progressed, the movers claimed that our truck was over the weight limit. They insisted on an additional charge of $1000, providing no documentation or proof to support this claim. We were left feeling coerced and extorted.**June 19, 2024:** On the final day, the movers refused to unload our belongings until the $1000 (going $1400 over the guaranteed contractual price) overcharge was paid. This blatant act of racketeering left us with no choice but to comply to retrieve our possessions. The entire experience was distressing and highlighted the unscrupulous practices of Dumbo Moving Company.

  

  Business Response

  Date: 06/21/2024

  Dear valued customer,

   

   

  We sincerely apologize for the inconvenience caused during your recent move, and we are committed to resolving this issue as quickly as possible.

   

   

  To ensure faster communication, we recommend that affected customers reach out directly to our claims department.Thank you for your understanding.

• Initial Complaint

  Date:06/03/2024

  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.

  We asked these movers to move our things out of storage into our apartment. We originally said no because of the price they charged, and that was the end of our first convo with them. They then called us back and said they would complete our move for the price we wanted. We told them all the details of our move; exactly how big our storage unit was, how many boxes and items, how many flights of stairs they would have to go up upon delivery. Once they arrived, the truck was too little, and they refused to get a bigger truck and refused to do 2 trips. We contacted the manager and he said they would fully move all our stuff out in 2 trips and that he would talk to them. The movers continued to disagree. We called management 4 times, and they assured us they would move all of our items out of storage as promised, as we only had the unit for that day. We also helped the movers move stuff out of the unit, loading most of the boxes on docks ourselves, and bringing them down to the truck. The last of our items were waiting outside of their truck when they closed the truck and told us again that they couldnt fit any more items and they were not doing two trips, stating they were tired, had too many jobs that day and had to get home to their wives, all of which were issues that had nothing to do with the service we were promised. They then left the storage unit, leaving us outside with the rest of our stuff on the dollys. We had to then quickly load our stuff back into our storage unit ourselves and meet them at our apartment, where they continued to say they would not go back to get the rest of our items to complete our move. They charged us before the service took place, which I feel was a scam, because they did not deliver the service that was promised, and additionally, we had another mover scheduled and they begged us to book with them, just to unjustly charge us for an incomplete service. We even asked for a partial refund, which they refused. Please help us.

  

  Business Response

  Date: 06/04/2024

  Hello,

   

  We have checked our records and customer didn't file any complaint with us.

   

  What I can see is that customer hired 2 movers for 3 hours so the move was not booked by list of items or by size of the truck.

   

  I advise for customer to reach out to us directly in order to have this resolved.

   

  Thank you

  Customer Answer

  Date: 06/14/2024

  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:
  

  
  

  To Whom It May Concern,
  
  This business has been stonewalling us. 
  
  We contacted this business multiple times for a full refund, to which the manager, Neil, refused to speak with us. 
  
  Not only did they charge us before the movers arrived, but this business did not move all of our items out of storage, even after we stated we would pay more and tip well, as long as all of our items were moved out that day. The movers arrived hours late, severely unprepared, and stated they were not making two trips to move all items before even starting the move. The attached contract that they sent us states that they were supposed to move out all of our items. We even called the company's office during the move to extend the time allotted to us for this move and offered to pay more for the extra time, to which they refused. One office worker stated that the movers would make 2 trips to move all of our belongings, but after talking directly to the movers, he then told us it could not be done. Going directly against the contract that they created warrants a full refund. Furthermore, my roommate and I brought the rest of our items down the elevator and to the truck ourselves when the two movers abruptly  closed the doors of the trucks and refused to move the rest.
  
  Please see the attached contract where the first page states:
  
  “Before we continue to your destination, please make sure that the moving team got everything out of your previous facilities (house, apt, storage, office) and make sure we have completed the pickup."
  
  Phone records of us contacting this business multiple times on our move in day are also attached. 
  
  Due to this company's negligence, and fear of eviction from our storage unit, my roommate and I were forced to complete the move ourselves. It was too last minute to book movers on the first of the month. I have severe scoliosis and am in no condition to move heavy items up 3 flights of stairs, and yet, I was forced to due to this last minute inconvenience. If we do not receive a full refund, I will take this small claims court where I will not only seek a full refund but I will sue for contractual breaching and physical and emotional distress.
  
  ***** ******* 

  
  

   

  
  

   

  
  

   

  
  

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

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

  

  Business Response

  Date: 07/20/2024

  Hello,

   

  This issue was resolved with customer directly.

   

  Attached is the proof

  Customer Answer

  Date: 08/02/2024

  Better Business Bureau:
  

  Hi,
  
   
  
  Im reaching out to confirm that the company, Dumbo Movers and Storage, have resolved this issue and we are satisfied with the resolution. Please remove the complaint from BBBs website. The case number is #********.
  
   
  
  Thank you,
  
  *************************

   

  
  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:05/17/2024

  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.

  On April 4 2024 they came to pick up my items, after they picked up everything they increased the price. There were four items that were never included yet the merchant refused to provide an updated list instead they increased the price. Initially the guaranteed price was $1,295, I ended up paying $3,115.58.

  

  Business Response

  Date: 05/20/2024

  Hello,

  The customer was provided with ********************** services by Dumbo Moving company.
  
  The move went fine, with no complaints from the customer.
  
  If customer believe there was an issues with the move we suggest to contact us directly with the details in order to have it resolved.

  
  Thank you

  Customer Answer

  Date: 05/20/2024

  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:

  [I am requesting a refund in the amount of $1,133.00 and $687.58  This business needs to be investigated.  Please see the attached and respond in a timely fashion.]

  The Dumbo Moving employees I have spoken with Include  ****, ***********, *** and several others,they each tell you something different.
  Following please find the original email I received dated 3/27/24 with a guaranteed price of $1,****** for the move in and $1,045.00 for the move out; *** and I discussed the items. The original items moved are listed, the difference is I did not move a barbecue grill, snow blower, lawn mover or vanity set, I did add a deep freezer. 
  On 4/3/24 the actual moving date, the movers who were handling my items called and told me if I paid them $400 cash, they would not tell the owners that I wanted to add a deep freezer.  I explained to them there were four items on the original list that are not being moved because I already took care of them.  A list of the actual items that were moved by the movers shows there is no snow blower, barbecue grill, lawn mover or vanity set. I kept requesting them to email a revised list, but they never did. 
  After several calls on the day of the move, I had to pay an additional amount of $1,133.00 and $687.58. In addition to the additional moving expenses, I was told the original cost of the monthly rent that was quoted at $220, was now going to be $650 per month. 
  I immediately began to search for another location  to store my items. I moved out on May 2,2024.  On that day *** called to say the price had increased to $2, ******. I reminded him that on 4/16/24 ****** offered a discount due to the poor service and aggravation I had been caused;email included.
  
  Please issue a refund of $1,1330.00 and $687.58.
  
  Sincerely,
  ***********************

   

   

   

   

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

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

  

  Business Response

  Date: 08/29/2024

  If customer does agree to 400$ refund as is my understanding we advise to respond to any of the emails text or calls from us so we can agree on process of refund.

  Customer Answer

  Date: 08/29/2024

  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,
  
  ***************************