Moving and Storage Companies
Dumbo Moving & Storage, Inc.Headquarters
Complaints
This profile includes complaints for Dumbo Moving & Storage, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 110 total complaints in the last 3 years.
- 30 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/16/2022
Type:Service or Repair IssuesStatus: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 August 24, 2022, my wife, 6 months old twins and I utilized DUMBO Moving. The quoted amount was $1,655.00. We were moving from our 1 bedroom apartment in *** to another apartment 4 blocks away. DUMBO showed up at 930 am to assist us and did not complete LOADING the truck until 7 pm. When they showed up, they advised that they would not assist us with our move unless we paid them an additional $500 cash. Otherwise, they were leaving. Without any other options to help us with our move and a need to be out of the apartment the same day, we provided them the $500 cash.The movers were incredibly unprofessional. They claimed that the service elevator was "busy," but I went downstairs and asked my doormen if that was true. They showed me the camera which displayed an empty service elevator. I went out to the moving truck to see that they were lounging around, smoking cigarettes (near my belongings) and taking a break. I began assisting the movers bring stuff down to the truck, because it became clear we would never get out of there if I didn't help. I made about ***** trips carrying things down to the truck to speed it up. When I advised that we needed to move faster, they threw my bedframe off the back of the truck and scolded me.The movers carelessly packed up our belongings, loading them into trash bags. They broke a $400 dutch oven, our $600 baby monitor, damaged antique furniture and, despite making me pay a $100 surcharge for a peloton bike, advised it could not fit in the truck and made me wheel it to the new apartment myself.The movers complained to me the entire day, seeking sympathy after extorting me. When we unpacked and I noticed the broken dutch oven, i promptly emailed them and they offered $100. We complained about our overall experience to DUMBO 6 days later, but they advised that it was "too late" since they already refunded us $100 for a $400 item.The above does not capture the deplorable behavior of DUMBO movers.Business Response
Date: 11/09/2022
Hello,
The customer did reach out to us 2 times and 1st time we did refund 100$. Second time we still made an offer for customer service that can be see in attached email but customer refused and instead did a full chargeback. He did reach out again after a while but having in mind that the chargeback is still in progress we are unable to provide offered refund.
ThanksCustomer Answer
Date: 11/10/2022
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 did indeed file a claim with my Credit Card for the validated destruction of property that I can prove. My complaint with the BBB is with respect to the predatory practices of the business, including classic bait-and-switch and charging me for services never rendered.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Initial Complaint
Date:09/01/2022
Type:Service or Repair IssuesStatus: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 had hired dumbo moving company to move me from ************ to the Bronx (**** miles). I received two quotes from them - one was for a "large move" and one for a "smaller move." The difference was $300. I contacted them the day before my move and informed them I would be doing the "smaller move" - they said it was the price of the big move. After I reminded them of the two quotes, he informed me that it was because the cheaper quote was for a "less busy day," which is not true. So he lowered it a $185 and I accepted it as it was last minute and not worth the debate (I have pictures of text messages to show that this was not the case). On the day of the move, the men who came were kind, hard-working, and polite. I had *no* issues with the actual movers themselves. However, I received an email from THE COMPANY that contained four PDF documents indicating what the move consisted of, which had mistakes, and my signature was forged. I raised the issue with the company, and they simply blamed the employees. At first, they said the men were new and not fully trained (ok, so it's your responsibility to train them and ensure they're not committing fraud? ... which I believe the company either did themselves or instructed them to do). After much effort, they offered me $147.08 to keep me a "satisfied customer." I told them I was not satisfied and then they said they would terminate the employees. The company does not care about its employees or customers. The gentlemen were doing the best they could with the training they had received. The company is trying to continue to keep the marginalized oppressed by putting them on a two-week "detention" and threatening to fire them (to guilt me), rather than take the responsibility for their own negligence. Also, something I would not complain about in isolation, but I was told I would get two wardrobe boxes and a TV box. We didn't use both wardrobe boxes (no refund), and there was no box for my TV.Business Response
Date: 05/19/2023
Good afternoon,
However, we kindly request that the customer provides proof that there have been no active chargebacks related to this particular job number.Customer Answer
Date: 05/19/2023
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:1. I don't know what they are asking me for proof of. "provide proof that there have been no active chargebacks related to this particular job number." How am I suppose to demonstrate there have been no active chargebacks? Are they asking for a copy of my credit card statements for the last nine months? I believe the company would have a record of what jobs have received refunds. I have not received any type of compensation for this matter.
2. "The customer has not reported any missing items." I have reached out to the company to inform them of damaged items. In addition, I paid for services that were not provided, which I highlighted in September's complaint.
3. It is noted that the elapsed time since the incident occurred is nearly a year. Please note I filed the compliant in September 1, 2022 (9 months ago), the job was August 27, 2022.
4. The total was 552.92, not $490. Please clarify the nature of the deduction.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Customer Answer
Date: 05/31/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that this is acceptable and I will resolve the claim when the refund is processed. Please advise on next steps.
*****************************
Business Response
Date: 06/22/2023
Hello,
We have reached out to customer for additional information for payment and we will send the payment as soon as we receive a response.
Thank you
Initial Complaint
Date:08/23/2022
Type:Customer Service IssuesStatus: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.
Hello On Friday August 19, 2022, I hired Dumbo Moving to move my furniture from an apartment in the Lower East Side of ** to a new apartment in the West Village of **. Dumbo Moving charged me $385 for this move. Their movers were not careful with my furniture, and upon delivering my couch to the new apartment, they used an exacto knife to cut the tape off my couch and sliced the entire seat cushion. They were not careful and they recognized their mistake as you can see one of their movers taking a photo of the damage. The couch retails today for $5,000. Rather than trying to resolve the dispute, Dumbo Moving is offering only a fraction of the value of the couch and damage at $230. They are being extremely unreasonable despite their direct liability. They admit liability and recognize their mistake, but they will not compensate me for the damage or a similar couch. Additionally, they forged my signature on various moving documents signing off on the condition of my moved items pre and post move. Despite the complete negligence of their employees who recklessly tore my couch and the forgery of my signature, Dumbo Moving will not engage with me on a proper remedy for the damage they directly caused. Thank you for your efforts in helping me resolve this.Business Response
Date: 08/24/2022
Hello,
Customer havent had any 3rd party insurance on this move and claim is still in progress.
Per our movers, sofa was already wrapped in plastic bag once they got there, which was strange because nothing else was wrapped. Therefore there is a possibility that sofa was damaged before.
Nothing was forged, and for these accusations customer would have to have solid proof evidence. BOL was signed electoronicaly and he got a copy of it on his email.Customer is trying to push us to pay 5000$ which is highly unreasonable.
Offer was made even tough we dont have a proof of damage it self was done by us.
Please dismiss this case,Thanks,
*******
Initial Complaint
Date:08/22/2022
Type:Service or Repair IssuesStatus: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 August 9 I scheduled Dumbo moving company to move me from ********************************************** to ********************************************************. they gave me a price of ********. The day of the move they showed up 2hrs late and without any garment boxes. The main told me there was no more available. These boxes were supposed to be part of the reservation. They require you to pay 10 percent to reserve truck and full payment day before. against my better judgement i agreed and salesman **** assurmed me everything would go good. In the middle of them packing the head guy came to me asking me for money ..i agreed to give good tip. he proceeded to tell me there not going any further until he knew how much i would give them. i flet very uncomfortable and agreed to pay more. he wanted 700 hundred more. i was now worried that we would have a problem getting everything moved. i told him to make sure to not break anything and what choice do i have. a few days after the move my younger son continued to tell me he was missing his sneakers. i took my time this weekend to look with him and saw that he was correct. he was missing 5 pairs of sneakers in the box and i also discovered i was also missing 2 pairs . i feel horrible they stole my sons sneakers that he paid his own money for. i reached out to express this and they will do nothing for me. i started to look at there reviews and saw i wasnt the only one with this complaint. Very disappointed and payed them what they wanted , dont understand they would do this, I FEEL ROBBED. Please let know how to proceed. thanksBusiness Response
Date: 08/24/2022
Hello,
Claim is in progress.
Customer refused multiple offers.
Sneakers were never a part of inventory on the items list, therefore it is questionable whether they were in the box or not.
We always advise to our customers to get 3rd party insurance if they are moving valuble items.
Move happend few days ago, so we always suggest to get fully unpacked. If the customer still believes that the belongings are still missing after fully unpacking, the customer MUST file a police report stating what is missing, and have an investigation open. Dumbo moving will help with any investigation that *** have come.With everything above being said, Dumbo Moving still made an offer, altough we werent obligated to do so, which customer refused. We increased the offer, which was again refused.
Additional payment was never reported, customer should have reached out to ********************** if movers are asking for additional money for any reasons. In the claim received, it wasnt mentioned anything about additional money, therefore it is questionable this ever happend.
We kindly ask you to dismiss this case.Thanks,
***********************
Claim Department managerInitial Complaint
Date:08/17/2022
Type:Product IssuesStatus: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 had a move on 8/16/22 with Dumbo Moving #*******. The practices of the company were completely unethical. Dumbo Moving decided to take advantage of me while I was in a position where I could not opt for anything other than their services. I spent a total of $1500 for a move initially quoted for $525.My movers arrived and claimed my items from my one bedroom apartment would not fit in an 18ft truck. Prior to booking I provided a list of my items to the company and spoke with ******* detailing my items and the number of boxes I had. No one suggested that I order a larger truck. If anything ******* suggested I rent a van but I knew my items would not fit in a van and instead chose a truck which he said would be large enough. An 18ft truck should accommodate a one bedroom easily.The movers arrived and told me that there would be a long carry fee of $200 because they had to utilize the service entrance through the basement. This is standard practice. They kept asking if they could use the front or side door which was not permitted. Using the service entrance in a co-op was my only option.The movers arrived at 9:30am and did not start loading my things as they claimed I owed them an additional $975 for the long carry fee plus booking a second last minute move since they said my items would not fit in one trip. From start to finish my move took nearly 8hrs, this is absurd 9:30am-5:20pm. The company was dishonest and took advantage of me because they could. The company forced my hand to purchase an additional last minute move and forced me to pay a surprise fee. There were also threats made to hold my items hostage in the truck if I failed to pay the fees prior to me even agreeing to book them for the second trip.I would like a refund of the $975. The additional $975 was the result of preying on me when I was not in a position to call another company for a last minute move the same day. I have reached out to the company and they have been unresponsive.Customer Answer
Date: 08/17/2022
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:08/10/2022
Type:Service or Repair IssuesStatus: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 contacted this company to help us move from ******* ** to **. July 31st 2022 I got a price base on the size of the house (4 bedroom , one basement and a Garage) a total of 4, 680 dollars.A day or 2 before the actual moving the sent a document for the actual house inventory and we did so. This included a treadmil, Peloton and a multipurpose excercise machine. Then we got charged an additional ***** dollars for handling and assembling. Supposedly the will need to remove the screen for the Peloton. So we agreed and Paid.On the day of the moving the movers noticed that not all will fix in the truck they had.We spoke with the company and we were told that an additional truck will be needed at not extra cost.The treadmil, Peloton and the multipurpose exercise machine where not moved because of lack of space. (We had already paid ***** dollar that included this items)Next day we called back to ask for the second tuck.The denied that it was going to be done with no additional change.After a lot of back a forward they said that they will give me a refound ***** dollar back, but i will need to pay ***** dollars for the new truck. This refound was not done.They said not moving can be done for free.The best deal was to pay ***** dollar instead ***** for the reminding of the moving.There was a crib, couple of details and the exercise machines in the basement.The second movers came to the house to finish the work.At the end of the day that stated that they couldnt unassembled the machines and they couldnt move it. So they just took the peloton bike; FYI in one piece. The treadmill and other exercise ******* were left behind.So the left with the second truck half empty. We paid ***** as first estimate,***** additional for the exercise machines, ***** for the second truck that did not completed to moving. Total of ***** dollar. At the end we finished our self, and we had to give the treadmil and multipurpose machine away.Business Response
Date: 08/24/2022
Hello,
Unfortunately I have difficulties finding this case, so it would be helpful if customer can respond with a job number.
In every booking confirmation it is clearly indicated claims contact, but this customer never reached out with problems they might have on the move it self.If needed, they can contact us directly over *******************************************************
Thanks,
*******
Claim department manager
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